It has been my perception that Nacra HQ wishes most of the customer facing duites be left to the local dealer. I have never had any direct interaction with the "factory" and have always gotten good service/advice/timeliness from our local dealers (University Marine - back in the day - and Key Sailing).

I don't own a Nacra now, but it is not because of their support model. Overall, my experiences with them have been favorable.