We are sorry to hear about your experience with the drill/driver kit and appreciate you bringing this to our attention. If the unit is not switching to reverse (counterclockwise), there are a few things we recommend checking. First, ensure the forward/reverse selector switch above the trigger is fully engaged to the reverse position, as it can sometimes sit in a neutral lock position if not pushed completely to one side. If the trigger does not respond, try toggling the selector switch back and forth a few times to ensure it is not stuck or obstructed. Also, remove the battery and reinsert it firmly to confirm a proper connection, and check that the battery is adequately charged. If the tool has been under load, allowing it to rest briefly can help reset any internal protection features. For additional guidance, please refer to this Greenworks instructional video on proper drill operation and controls: (https://www.youtube.com/watch?v=6VeMU3O1eIw). If the issue persists after these steps, we recommend reaching out to our customer success team for further assistance and available service options. They can be reached either using the online chat function, on Greenworks Tools page, or by calling 1-888-909-6757.