This sounds like the transportation support rods have not been removed. A new machine will have two or more steel rods supporting the drum to prevent damage during transportation. These rods MUST be removed before the machine is used, otherwise the dampers that prevent excessive vibration will not be effective.
The user manual should provide instruictions for removal of the rods. They are normally accessed from the rear of the machine and usually will be labelled so that it is clear how to remove them. They pass througn the chassis of the machine and should be unscrewd and pulled out from the rear.
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