Then you have a warranty or return issue.
I have found devices in boxes that sat around for years. They are new.
I didn't know it was new so I went with the most common issue. But if it's new, manufactured in the last year there are areas that need discussion.
That is, I'm finding folk new to copiers that expect the copier (or scanner) to handle any and all media. That is, if the paper is too slick, or sticky, what you noted is to be expected. However I've seen folk, mostly younger that don't want to hear that.