well its a bit confusing that should I call it a sad story or a funny one, but its quite obvious that you have the best saltwater reel so if you don't mind split😅 it out from where you bought it because same happened to me like your friend , a faulty reel came in my parcel.Personally, I am a fan of the Shimano series its reels have always worked best for me, especially Shimano Baitrunner D, it is my best saltwater reel. I also recommend it to my friend and he bought one but that didn't work for him may be he hasn't spooled it properly or didn't use a proper rod with or most probably bought it from the wrong place, all I remember is his phone call saying" it's a gross"