We have one, and suffer exactly the same problems. I mentioned this at the time of buying as I thought they may have sent me a 60m reel with 100m of hose.
The balance is all wrong with 100m on it, as we used to use freestanding, but got fed up with it wobbling and bouncing down the road, breaking the brass fitting off the thread/knocking it so it leaks everywhere, we now have gone to fixed reels as replacing the axle every month or so was getting ridiculous.
The hose itself is awful too, we use hot, and the hose loops up where it is connected to the reel, even though it hasn't been unwound anywhere near maximum, causing kinks, and unbelievable tangles.
Hate it with a passion, and even when we revert back to cold, it has some extremely odd behaviour where it not only falls off the reel, it loosens off and bunches up...
To say I hate it with a passion is an understatement.