Customer service at it's finest. I have the 3000# winch, well the free spool stopped working. I was tring to get the cable off, as it states in this original post, and I noticed the spool was loose. It seemed like something was possibly broken on the inside, but it still worked fine. Anyway, I sent them an email, explaining everything, and they simply replied, " I am sorry for your trouble, a new winch is on the way." The same day they sent me a tracking number, it will be here Monday. I will never buy another winch, unless it is a Gorilla! Just my opinion!!