Spring mechanism failed 2x months in

Installed with no issues. Worked great initially, but after about 2x months it stopped retracting about 8ft of hose. I contacted customer service (Natalie), was told they'll get back to me, after which I got an excel file with a fix for something completely unrelated. I feel like I got blown off to either leave them alone or figure it out on my own. The issue persists, no one ever followed up or offered a replacement. NOTE that the unit was still under full warranty (less than a year in of a 2x year warranty).

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