I recommend using the process of elimination to pinpoint the issue:
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First check if your slicer settings are correct—material and process. If unsure, select “Generic PLA” filament and “Generic PLA” process (or use the official PLA profile). Print a small test piece with the supplied PLA or a trusted third-party spool; if it looks good, the toolhead is fine.
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Next test your suspect filament with the generic profile for your filament. If the print improves, the problem was the original filament or its profile; if it still fails, the filament itself is likely bad.
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Keep changing one variable at a time until you isolate the culprit.
You can submit a ticket at the same time in case the technical staff or fellow users in the forum don’t respond promptly.