Lake...I wish you could have helped me too. I went round and round with the Okuma folks for almost two months before I finally got a new reel...the one that I don't use and won't sell to anyone because it is functionally unsound. I was so dismayed with their lack of customer service I posted warnings on a couple other sites along with this one. I couldn't believe it when I had a guy on SD Fish post that I was just a whiner. I thought the whole purpose of these boards was to share information. I don't personally dislike anyone at Okuma, but was absolutely incredulous at the overall lack of willingness on their part to resolve the problem in an equitable and timely fashion. I never asked them for my money back, I just asked them to PLEASE make the deal right by giving me a reel that worked and to quit asking me to pay for multiple shipping costs to have a brand new reel repaired. The worst thing I ever said to them was that in my experience Shimano would never allow a problem like this to go unresolved.
I'm glad there is now someone out there who is offering to help Joe. I don't want anyone to go through the frustration and expense I went through for a product they cannot use.
I sincerely hope you can solve his problem.