Kola, I’d bet the person on Ebay that sold you this S2400 your having a problem with never opened the box and it was actually a brand new S2400 but… But… when he purchased his was probably right around the time those 10 others with this encoder knob problem purchased theirs. He probably got wind of the issue on the Isla website being a newly subscribed member. That’s why he never opend it to begin with. I bet it’s a series of S2400’s with a similar serial # that had this problem. 
It makes sense. I’m sure your Tech can fix it. I’d also go with your Tech. If you send it to Isla you’re not the original owner because the person that 1st purchased it is. Isla probably won’t fix it free. Although they should stand by their products. I wish you nothing but the best. I hope your Tech fixes it with no stress. Good luck mate! Blessings 
Hi all, thanks for all the well wishes and kind words. Nice forum here.
Seller opened a ticket. Tech Sup told him to take the right side off and unplug the cable for the pot on the motherboard. Then reattach it firmly.
I have to say it was firmly attached in the first place. So when I re attached it I was shocked to find it worked fine.
Really happy. Great quick reply to the ticket that was just created this morning (GMT)
Im hoping it stays this way but will be using over the next few days to make sure.
I hope this reply helps someone else out with a similar issue. Then again I hope this issue doesn’t happen to anyone. But if it does.
I like your theory but that’s not it 
There are actually two issues that can affect the S2400 encoder and they present in very similar ways. My job as tech support is to get to the bottom of which issue it is. Fortunately the way to confirm is also the fix for one of the issues. Let me explain.
The first issue is this - during transit, the encoder can work itself very slightly loose from its connection to the main board. When this happens, the machine presents with the following symptoms: you can press enter but it won’t scroll, or the scroll works internmittently.
The second issue is this: the machine is roughly handled during transit - to the point that a blow is struck in the area of the encoder that travels down the shaft and partially shears the contacts at the bottom of the encoder. When this happens, the machine presents with the following symptoms: you can press enter but it will only scroll up or down one level.
Fortunately, the way to diagnose the problem is to have the owner remove the side and unplug the encoder before plugging it back in, as described in the previous post. I say fortunate because this is a relatively simple first fix that means the user doesn’t lose their machine or have to send it off to a tech/pay for a repair. And if it’s the second issue, we issue a replacement encoder along with full instructions so that the customer can either replace the encoder themselves, or pass the work onto someone they trust.
EDIT: oh and how do we know these issues occur in transit? Because every machine’s encoder is tested before they leave the workshop. By me 
EDIT 2: with regards to affected units, I think we’ve had around 15-18 machines in total. From nearly 4000 units shipped. So whilst it’s frustrating when it does happen, it’s definitely an issue that only affects a small minority of units. And we’ve taken steps to remedy it going forwards with a new shipping box that will be arriving with the latest batch of machines
So now you know 
Thanks for the very helpful info Rob. I hope that puts people’s minds at rest.
Thanks for the explanation Roborr. Appreciated.
Yeah i had this problem bought it in UK and the shop did not double box.
Isla were super helpful, send a new encoder from USA to Spain and it was quick / easy to replace.
Thanks
That kind of support is cool.
Im waiting my unit from Spain also and when i read this things im a little concerned about it .
Easy to replace encoder with another sent from isla but from memory you need the right tool to get the sides off first!