I am so sorry to hear that you are having problems and hope you get it fixed quickly. I understand how frustrating it can be. Can you call Nolting and have them walk you through a resolution?
For future reference, here is a You Tube video giving great instructions on how to add to your backing without removing it from the frame:
http://www.youtube.com/watch?v=Qs5Dw2raqfQ.
Hope you are back up and quilting soon!