DDJ-SB3 backspin and forward problem

I bought my son a pioneer ddj-sb3 for Christmas, I have the vinyl button selected however when I attempt to hold or backspin the loaded track still continues forward. This happens on both jog wheels, sometimes it will respond but that's very temporary. I also should note I've returned one controller to the retailer and swapped out for a new one but the new unit is doing the same thing. Please help, thanks.