Here is how the pump should work, generally such an issue is easily solved by cleaning or a part, lets try that before we send anything in.
This pump is a synchronous pump with a mechanical direction correction. The pump will start backwards at random as would any synchronous pump, the difference being that a standard impeller can run backwards or forward and the flow is the same and a prop only works when spinning the right way.
If the prop spins backwards it flies forward on the shaft and hits the 4 stop tabs on the inside of the crosshatch on the front cover. For this to occur everything must be clean and undamaged. I will list the causes in order of probability.
1) The magnet and propeller is stuck to the shaft by fine debris or calcium deposits, the shaft is static, the prop and magnet must be able to spin and slide back and forth easily on the shaft. If they do not, the shaft should be removed and the magnet and propeller and shaft soaked separately in vinegar and water mixed 50/50 for a few hours until no calcium deposits are visible and the parts move smoothly.
2) The propeller ends can be broken, they should come to a smooth taper. This damage is most common if the 6080.200 protective grid is not used or the pump was used on a wavemaker which will damage the prop in short order, it cannot be used on a wavemaker. Occasionally a prop is defective and breaks through no fault of the user, this would be covered by warranty.
3) The disk 6065.792 was installed wrong during a previous cleaning, it should be at the back behind the magnet, if it is missing or on the front, it will cause the pump to be stuck in a backwards spin.
4) The voltage is low, about the only scenario where this occurs in the US is where a pump is started at the same time as another massive power draw, for example 400+ watts of metal halide lights on the same circuit, the pump will only operate correctly between 105 and 132V (US model).
5) The stop tabs in the front housing are broken, this is pretty rare, wavemakers can cause this, some people mistakenly remove them in a mod and if the front housing is the wrong one (larger 6205.130) this can also occur as the prop can clear the tabs. This was an issue in the fairly distant past on first run pumps from late 2008 but the gauge of the plastic was doubled and I have not seen this occur since. You will clearly see if you look from the inside for protrusions along the side wall from the front crosshatch on the propeller housing, this is what the prop must hit to stop and correct itself.