When you attempt to retract, do you hear the electric motor (that powers the pump) run? If it's not running, it's obviously not going to retract.
I assume you're pressing the up/down button on top of the motor housing (vs. a remote button)?
You may be able to more easily diagnose the issue if you remove the bolt in the Power Pole for the moving end of the hydraulic actuator. This will let the ram extend and retract without physically moving the Power Pole itself. It will also eliminate the unlikely case of some part mechanically binding. The pumps don't really have a lot of torque, so if something in binding badly, it may not retract.
I don't know if you have cycled the pump very many times or not. Sometimes it can take quite a few up/down cycles to properly prime the system. Remember it will almost always go DOWN due to gravity (even the very first time), but fail to retract until after the system is primed. Do at least 10 cycles before you declare it broken. Let us know....
Edited by Flippin-Out (04/23/16 05:18 PM)