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All - FINALLY received a reply from Keystone. They agreed that the awning was stored incorrectly (something that I was almost certain of to begin with).
Anyway, extended and retracted correctly. I haven't called dealer yet to "inform" them - because I saw others the same way when we were shopping around the lot. Either someone at Keystone is messing them up, or the dealer is.
Thanks all for answering the question. Appreciate it.
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