The toaster oven does not toast. the oven and timer work, though

This oven is brand new and never used. We cannot get the toaster part of the oven to work. Instructions read to turn temperature selector dial and cooking function to toast...done, the to turn toast shade selector to 20 and then turn back to diesired toast shade...done & not working. Baking & broiling seems to work, the oven coils heat up. We can hear the timer ticking when trying to toast, but the coils do not heat up. What's the deal? Did we buy something that didn't work in the first place? Model #CTO4500S This oven is brand new and never used. We cannot get the toaster part of the oven to work. Instructions read to turn temperature selector dial and cooking function to toast...done, the to turn toast shade selector to 20 and then turn back to diesired toast shade...done & not working. Baking & broiling seems to work, the oven coils heat up. We can hear the timer ticking when trying to toast, but the coils do not heat up. What's the deal? Did we buy something that didn't work in the first place? Model #CTO4500S