I read your review, it sounds to me like you got a defective ball winder, I'm happy to replace it.
That is the advantage of the Knit Picks ball winder, if you ever have any trouble with it we will send you a new one at no cost. If you are willing to give it a try let me know, otherwise I'm happy to give you a refund and you can toss that one in the garbage.
Knit Picks Customer Service
I really have to say that made my day. It absolutely, totally, made my day. I let them know that I would prefer to take the refund and just get one like I used to have, but other than this one time, I've never had a problem with any of their merchandise. In fact, I usually love their stuff: I love my Options needles, my Harmony wood dpns, the needle case that I got (still need to take pics of this), and all the yarn I've bought from them in the past. And now that I know they've got such good customer service, I have to say that I'm pretty happy to keep shopping with them.
So, lovely knitters, please don't take what I wrote last night as a reflection of what I think of Knit Picks in general. It may well be that I ran into the defective winder in the lot, but I have to say that I'm unfortunately once bitten, twice shy, and so I went ahead and got myself a Royal ball winder again. However, will I be shopping at Knit Picks again? Absolutely.