Hi neighbor! This is probably very simple. Shipping is tough on these, sometimes! There are two wires that connect to the controller on top. They are slip-on blade/spade wire connectors. It's possible that one is loose. Call Steve, but you can also check yourself. If you remove the screws out of the back panel, you can remove it. Take out the insulation (3 layers, and wear gloves!). See if the connectors are tight against the controller, and check the wire connections at the element (on the bottom). I bet the power lead going to the element (at the controller) was knocked loose in shipping.
Let me know what you plan to do, and we're here to help!