You'll know if it's broken. I love Dewalt products in general, I have over 10 cordless tools from them and have never had a problem with them. After installing the hose reel, I pulled the hose out about 20 feet and it didn't go all the way back. I adjusted the tension twice. Every time it fires once, it's not fully wound up. I tried pulling the hose all the way out to see if that would help, but it still didn't work properly. I bought a Goodyear reel for about $140 2 years ago. It worked perfectly. I am returning the Dewalt and ordering another Goodyear. I guess I only got one bad one, but looking at the two side by side it's obvious the Goodyear is much better made.
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