Ordered a Mr. Cool 18k from Costco Monday of last week and it arrived Friday. Shipped from Hickory, KY where Ingram's is, do they warehouse and do all the shipping for Mr. Cool?
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I had the exact same problem and after 2 trips by my door guy we solved it. In my case the track was too far apart where it mounts to the ceiling this caused the door to hang up on one side just slightly causing he door to come door a bit crooked. This then caused the cable to come off the drum...
I was out in the garden center last night and my local store had about 10 of the Milwaukee bottom chests stored high above the rock still in boxes, still on pallets. None on display inside. A check of the website for my store doesn't show it as available in store.