Soundcore rave neo no sound coming

I have tried everything listed here. No help at all. Mine does not play a sound on startup or anything. BUT when my Bluetooth is connected and playing music the lights flash to the best but no sound at all! Any ideas anyone. This was a Christmas gift for my husband that just FINALLY arrived Monday and now isn’t working!!! :woman_facepalming:

Seems to be defective.
Its under warranty, so contact the support with all papers, numbers they need.
This is the fastest way to get out of this trouble