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Perhaps the spool height is wrong (too low). I think this can be adjusted by adding a washer to the bottom of the spindle but am not sure. Perhaps there was one that was removed and not reinstalled when the reel was serviced?
As an aside, are you aware of using chapstick to "fix" windknots? You massage it into the knot and the captured loop then just pull. It works well (at least with the 8strand braid I use....Diawa Samurai).
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