I've seen plenty of complaints re Arco-Hutton not replying to emails yet they have always replied to mine. I suspect that a lot of it has to do with SPAM filters.I sent them an email a couple of months back and I never recieved a reply. I had to service mine whit the boat in the slip, but I basically did it the same way that was described above. I did use marine grease since I had a tube handy and I used a very light degreaser since I wasn't removing the winches. The pawls are the only moving parts they are a very simple winch and to should be able to do it yourself.