DDJ SX right jog wheel not working properly

I just got this controller a few days ago and can't wait to use it but the right jog wheel doesn't work as exepected.

In any mode (vinyl, jog/non-vinyl) with slip on/off, the right jog wheel doesn't control the track. Touching the top of the platter stops the song (and LEDs) but I can't pull back on it like a record. Also, can't seem to bend pitch with the side of the wheel. The left jog wheel is totally fine.

I did a factory reset, tweaked the Touch Sensor Levels, tried multiple USB cables, a different computer... all to no avail. 

Pioneer Support, if you're reading this, please help!