Brand new XDJ-AZ jog wheel malfunction

I received my new XDJ-AZ in the mail today! It's a beautiful machine. Unfortunately the right jogwheel is complete jammed. It does not spin whatsoever. I tried adjusting the jog feel tension from light to heavy and it doesnt seem to make a difference. If I apply pressure downrard on the wheel, the track seems to respond/stop but aside from that I cannot adjust the song forward or backward with the wheel. Has anyone seen this issue before with another similar device?