I myself is a Proform treadmill customer and tortured by their customer services. I also found some reviews on the internet mentioning their machines broke down in several months after purchase. (Mine in three months.) The strategy of the customer service is basically make wild guesses of what went wrong and send you the parts asking you to replace it by yourself. (In one occasion, they even asked me to take off the motor and find a local garage to test the motor to see if it's good.)These back-and-forth guessing games normally drag on for months, and eventually they claim the warranty expired and they can no longer serve you, even though it's still within one year.
I believe you are looking for a treadmill for exercise, not to practice your debate skill over the phone with some customer service keep saying: "this is our policy."
Buy ProForm CX12i Folding Treadmill!