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Ok,
Two thiings can be at play here.
One is that the seeing was not good enough to collimate. I know the seeing in Tassie was 5/10 last night, so it is very likely that seeing was not great.
Another is that you scope may have been exhibiting tube currents from the cool down. You scope has to be completely cooled down to collimate. That may take 3-6 hours. Closed systems take a long time to cool.
Also both of the above may combine to cause havoc and make you doubt. If you defocus until you see 2 defraction rings that is enough for collimating. Wait until the seeing is a little better before sending it back.
Yes an experienced operator of SCT will help enormously. They can tell you what the problem is. I suspect it is only the two things above and nothing else.
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