Brand New Ninja Luxe Cafe Premier Doesn't Really Make Any Coffee

I bought a Ninja Luxe Cafe Premier yesterday (New Zealand model, can link to the specific product code if needed)

I've set it up this morning, followed all the steps in the quick start manual, but it simply doesn't produce much "volume" at all coffee-wise.

E.g. I keep trying to make a long black (with the bean grind dialled in as suggested, double basket etc) but the best I can get is a few ML of weak coffee in hot water - it does the hot water first, then I can see it's trying to do the espresso shot but no espresso comes out. At worst it just does hot water from the hot water spout.

Regular double espresso shot is tiny and awful, like 1/2size of a single espresso (not sure what the correct term is)

I'm using good quality beans that worked well in my old 'dumb' machine (unfortunately it died, hence why I've now got this Ninja crap), followed all setup steps.

I want to take it back but my wife and I are arguing as she reckons it is user error.

Any ideas?