Jerry,
If you have power read headrest, then you have rear power seat(s) as well. You can recline the rear seatback angle by using the switches on either side of rear doors. As for WHY headrests goes down/up, it improves rearward vision. With headrests up, it blocks about 30% of the rearward vision.
Bbrewer,
Have you get the problem resolved yet?? Please keep us with updated info!!
Thnx...
Andy Kuo