Sorry I'm a little late to the party on this thread. Anyway long story short we had the exact situation you described with our Reese 20K hitch. Fortunately, we didn't drop the RW. However after $500 roadside repair we where able to get home. Called both Reese and our Installer immediately upon arriving home. It was decided the entire Hitch would be replaced with no cost to us.
With the arrival of the new 20K we noticed immediately that many of the components and hardware had been upgraded. The yellow bushings had been replaced with a more dense orange bushing. Our old 20 K had literally started to disintegrate when the bushings would not support the weight of the RW causing steel on steel contact in several areas like yours the Jaws would not close completely.
Just for the record this wasn't the first issue we had with the 20K, we had initially ordered our 20K with slider legs thinking we needed them. Unfortunately, during the trip home from our dealer ( a 300 distance) we found the slider legs would unlock when we encountered bumps. This allowed the RW to shift backwards when moving down the road with such force I thought it was going to rip the tail of the truck off. Of course as you might image the finger pointing started. First it was me, not know how to operate the equipment correct, then it became "No the Trail Glide hitch" won't work with the slider legs, and then it became somehow the trucks fault. After all that non-sense we decided we didn't need a slider at all and went to the standard legs with no further problems until the above stated problem.
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