Faber-Castell Grip 2011 Pen Tip Not Going Up or Down

I bought a Faber Castell Grip 2011 pen not too long ago. Nobody has ever dropped or damaged the pen in any way. But I've noticed that when I press on the pen, the tip doesn't go all the way out and back in when I press on it. This is a big problem, especially since the price of the pen is between 300 and 400 TL.  I'd like to talk to someone from Faber Castell about this so they can help me figure out what to do. It's a shame to have such a problem with a pen that is supposed to be of high quality and last a long time. I'd like to ask the Faber Castell people to look into this quickly, given how much I paid for the pen, I expect it to work perfectly and live up to my expectations, looking forward to a good answer from Faber Castell.