Aimcontroller won't run

[Big1bet]

I just purchased an Aim controller and the controller won't run when clicking and pressing forward . I have on the tactical run setting and it won't sprint, I use my old controller and the works fine. I Contacted the warranty department and they are very difficult to work with. They refer me to this site to recalibrate my controller .I don't understand why I can't ship this to them and have them fix it for me.