epson workforce wf-7710 rollers not working

i just bought this printer brand new and was not able to even print the print test sheet due to error message stating that cassette 1 is empty (even though it is not, and paper is loaded correctly according to screen prompts and user guide). spoke with epson support services and tried all options of settings. he states that possibly the rollers are defective. i really do not want to go through the trouble of sending this back and getting a replacement if it can be easily fixed. any help at all is appreciated!