You can only scratch in vinyl mode, CDJ mode makes the platter all pitch bend, no scratching and turns the pause into a stutter for cueing. I can't believe support didn't tell you that or something was misunderstood. That's the way all cdjs work that have the vinyl/CDJ button.
this is the only video I could find in a comparison between VINYL and CDJ mode, its not english but you can see what is going on at 2:05 he is in vinyl mode (vinyl/cdj light is blue on right side of CDJ) and he can scratch with no issue at 3:10 he is now in CDJ mode, light on right side is green, not blue anymore, and you can see the platter now acts totally as a pitch bend on top and sides and hitting pause makes a stutter effect to cue more precisely
http://www.youtube.com/watch?v=vf7tGJmHpWw
hope that helps