I'm going to venture out to say it's a set-up or equipment issue on their end. But there's not much you can do. And you can't really go out and say that to them because it would be presumptuous and you can't be certain. Maybe ask if they'll return it and issue a refund?
Needles & Grooves
Turbo
Sonicpharmacist
Sure, that’s what I’m sure I’ll have to do, just wondering if something that would be an easy fix (the counterweight maybe?), plus a partial refund. For the record, he had an AudioTechnica LP3, a very basic table, and the standard cartrdige