Sorry to hear that. You mentioned you just got the printer; have you successfully printed in any other materials? How about another model, like a small test cube, does that stick to the raft? If you have a model giving you trouble, try some smaller, simpler models to see if you can narrow down the problem. If a small 1in cube is completely fused to the raft, you have a small part you can mess with without a large waste of material. Make sure the fan is physically running. Something like a bad ribbon cable could kill the fan, leaving your rafts and supports hot and fused.
Also be sure to contact Zortrax support directly. They are usually pretty helpful. Don’t lose hope, it really is an awesome machine! It’ll get there.