Ken,
If the element coil is sticking out into the combustion chamber, try gently pushing the element into the coil recess. I had starting problems (pre-ignition) with my Merlin 1/2A plugs until I tried that.
I don't know why you've had problems contacting Merlin. Try calling him if email doesn't work. He's had some problems on-and-off with his PC so that could explain it. I think he's in the UK right now, visiting family. Try him in a week or so.
Fred