BPS Pro Qualifier spool tension

[bsliv]

I've used my new BPS Pro Qualifier baitcaster 3-4 times with no major problems. Its my 1st baitcaster. My problem is I can't create a backlash. I also can't cast very far. It seems like the spool tension knob won't loosen properly. I've loosened it so much it unscrewed. I have the braking dial at 0 and all the internal magnets in. I tried the dial at 10 and the internal magnets out with no major effect.

I hope its not typical to have to tear apart a new real to clean and relube. Do I have to take it back to BPS or is there an easy fix?
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