A little package arrived today from Lake. Inside was a little two-pin BOA tool, a set of reel, a lace, and an instruction sheet. Opened up the loose reel using the BOA tool, I found the problem it had was obvious (see the picture ) - all four plastic lock pins were broken off. So I just replaced the outer dial, problem solved. It's simple solution with right kind of tool.
In my book, Lake's customer service has an A right next to its name. I think my next pair of Winter boots will be Lake as well.