That sort of shade behavior is exactly what I experienced with several shades about a week before they simply stopped working..... only up and never down or only down and never up.
You could call customer service back and they should have a file which contains all of your covered warranty repairs and replacements in it. My wondering would be what shade motors they have already replaced or not replaced. The vintage of your coach (same as mine) was a hot time for yellow motors to have been installed and those have a failure rate which is very high. I have had to replace all my front cockpit motors as all have failed at one time or another. If those motors have not been replaced, they probably need to be replaced with new RED motors, which have a very low failure rate. If they have not been replaced already, and you are clearly within your warranty period, that should be a simple replacement issue.
Gary
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Gary and Dee, Zowie and Bowie (traveling cat sibs)
2019 Cornerstone 45B, X15-605hp, Imperial, Spartan K3,
2013 Honda CR-V toad, Demco Excali-Bar II,
Demco Baseplate, Demco Toad Light system, 73 de W5FI
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