We had a similar issue with our ancient extensometer in the lab at work last year. The issue was, we didn’t have the paperwork for it anymore, and they refused to service it without the paperwork, even when we offered to pay though the nose for it and had proof that they’d serviced it a few years earlier.

We said fuck it and bought a new one from a different manufacturer. Sadly, replacing that meant we had to hold on to our shitty lab extruder for another year…man I fucking hate that thing…