Generally, this is from my experience only... from the two that I've seen when it doesn't go down all the way, on both of those when the antenna mast was pulled there was a section of the toothed cable that was missing. In other words part of it was still wrapped on the spindle inside. Which is why it couldn't go all the way down.
As I mentioned in the first post, you can try the mast replacement kit (make sure you can return it for credit towards the whole antenna unit!!), and with the little nut tool that is provided with the kit loosen the nut and remove it. Then there is this micro tiny compression clip in there that if you touch it with a very tiny flat blade screwdriver - grasp and pull the mast from the unit. This is done on the car.
You can then compare the length of the toothed cable on yours to the new one, if there is a big difference the probability is good that the missing piece is still inside, hence a new unit or like the one post had complete dismantlement.
If you find there is a difference then return it in exchange toward the unit. Then replace the whole antenna unit. It is removed from below, inside the panel.
If they are relatively the same and before you thread the new one in to the shaft as per the instructions included in the kit, examine the old one carefully to see why it failed; did it have damaged or worned teeth?, If it looks fine then it still might be in the unit. The reason I say examine before trying to feed the new one in, you don't want to mess up the new one if your just going to return it. If you spot obvious damage then sure your likely to fix the problem. If not gee, I'd just replace the unit and be done with it. They last probably ten years so you won't be revisiting it soon.
Just my 2-cents... Lani