Is the device new and still open for RMA?
If so, consider that as faulty; send all of your Bitcoins from and to a (temporary/dedicated) cold-storage wallets (one sender, one receiver)
The goal is to transfer the funds backed-up by your recovery phrase before returning the device.

Then wait for a replacement if still want to use Ledger.
You can also keep the replacement sealed so that you can sell it in exchange for a other hardware wallets if you want to switch brands.

Since no one asked: did you purchased it from the official store or at least an accredited distributor that can be verified in their website?