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When looking at the head, you will see to two gray rectangle pieces. Press them both at the same time between your thumb and forefinger and then pull. It should come unlatched and reveal the line spool on the inside
your batteries aren't charging fully, check them fully charged with a volt meter,, fully charged they should have a reading of 18.5 volts, if not they are not charging, and either the batteries have used up their life, or your charger is on its way out
The motor is probably burned out. It may be time for a new one. It is not worth the cost to replace the motor. A new unit is cheaper than getting that one repaired. It is part of being a "disposable" society. Good day.
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