The answer you got from tech support person might be the best advice based on the info you provided. Perhaps they determined it wasn't economically feasible to repair it. Yes, you could pay $5,000 for a windlass, but that would be a much stronger, more durable windlass than the one you have - possibly overkill.
Things you haven't told us would help, like your history with the windlass, how old it is, if it ever worked, whether you changed system components recently - for example, adding a heavier anchor - if you know how to adjust the clutch mechanism, is there adequate voltage at the motor under load, the meaning of 'doesn't have any torque,' and when did that start, have you serviced the gear box, why did it crack, etc. Even with that info, we can't make the repair or replace decision for you.
You don't appear to want to repair the windlass yourself, which would be less expensive (maybe) than paying someone to do it for you. Parts and labor to have it repaired could easily cost more than the price of a new windlass even after you factor in the replacement install cost. Even if you installed it yourself, it won't be without expenses. I went through this myself recently with a different brand windlass and different problems, and repair was 1/3 the cost of replacing with an equivalent.
I suggest you ask other boaters in your area for repair options, marinas, boat yards, nearby machine shops to assess the gearbox, etc. Maybe a fellow Canadian can help. Google is always ready to help.
Good luck!
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