Have you tried spinning it? It's probably too stiff. The silent spinners had a manufacturing change a year or so ago and weren't spinning well. Sounds like it hasn't improved yet! I would send/take it back for a refund and get something else. The 28cm Trixie wheel is popular. I have a 12" Silent Runner which I love - it's not the cheapest wheel but spins very easily, is totally silent and has a safe sturdy stand. You can only get them online
Silent Runner 12 Inch
Hamsters do need their wheels and need the exercise - they also sometimes put food in them, but if she's not using it I think it is probably not spinning well enough. I sent for one to see if it was as bad as reported and found it hardly spun at all.