SmartWings Motorized Outdoor Shades 5% Openness

I really like the shade and the installation was fairly easy; however it’s not working that well. It cannot roll down. When I click the down button you can hear and see the motor going, but it doesn’t release the shade. If you help it by pulling it down then it can go down a little bit, but then gets coiled up within itself again and doesn’t go down. It roll back up perfectly with no problems. My concern is that if I pull on it too many times the whole thing might come tumbling down one day. Other than that this thing is great. I’m planning to buy more, but waiting to see if help desk have a solution for this problem.