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It's supposed to be operated from the cab, the in and out is to freewheel the spool. If it is still wound up tight put it in neutral and unwind it some by hand turning the shaft to the winch until there is enough slack to undo the cable. If the freewheel lever is still stuck try soaking it in...
I would take it to them and tell them if it is not fixed properly this time that it will not be brought back and you will be asking for a refund and or doing write ups online about the bad service.
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