Carefully turn the focusing knobs on the focuser until you get a sharp image. Do it slowly - it is easy to race right by that focusing point. Also check to make sure the focuser is actually moving in and out as you turn the knobs. There is usually a tension adjustment on the underside of a focuser that allows you to adjust tension. It has to be engaged enough to actually move the focuser tube, though. Let us know if this solves the problem.
I am sorry you are having this problem, but we'll find a way to fix it.
Yes, collimation is the next step, but even if the mirrors are out of alignment, you should be getting some detail, unless you have a mirror that is completely out of whack.
Here's what I would like you to do. Call OP and ask for Bob, one of our product specialists. He's there midday from Monday through Thursday. There is nothing he cannot fix, especially when it comes to telescopes. I won't even tell you how many telescopes he owns. If he decides it is a defective scope, he will arrange an exchange, at the very least. Feel free to tell him Joanie sent you. I no longer work onsite at OP so no way we can visit by phone and that's what I think we need to do on this one. Be sure to let us know how things work out.