Good to hear your dealer is standing behind you. I ended up reporting a dealer to the company head office and being reassigned to another one due to their refusal to help me with a new machine.
Back on track - if I am remembering correctly, this software is made by a company called Quilt E Z - they have a presence on this board, but I'm not sure how active they are. They can be contacted directly via their website. Have a look at the website and see if their products look familiar - they change the name but the screens etc look similar for different manufacturers. I have the Pfaff version called Quilt Artist II.