I've said this before, and this is from a guy that loves Engl amps to death and have had one Engl or another non-stop for the past 7 years:
Great amps, utterly terrible support.
They use crappy maintenance centers, at least in MA, and are almost impossible to get in touch with. Their online support contact form ON THEIR OWN FUCKING SITE has gotten me nowhere numerous times, not even an OOO response.
Expecting them to answer here is very optimistic.
Either they are extremely understaffed, incompetent, still hold a WWII grudge or just don't give a shit.