Help with Tunze 9004

I received my Tunze 9004 from bulk reef supply today. I checked everything out and it all appeared to be okay. I hooked it up and the bubbles were coming out of the vents for the water intake instead of into the cup. I called bulk reef supply and the lady who helped me asked if the air hose was connected, which it was so I tried it again and the same result. She told me they have a lot of problems with them and to call Tunze which I did and was told they had never heard of that and were unable to help. Has anyone ever seen this? Any help would be greatly appreciated.