There was a lot of follow-up via email, but it became evident they were not interested in assessing the problem in person. In the final communication, they suggested we cut the mats off our treadmills! We hadn't received a clear diagnosis of the issue. Lacking experience in treadmill maintenance, we hesitated to proceed with such drastic measures, especially since we were unsure if it was necessary. We turned to another provider who was excellent. They arrived quickly, fixed both treadmills in under 15 minutes, and did not require any cutting. The treadmills now run exceptionally well. We are grateful for the alternative service and feel the initial advice could have led to extended downtime and unnecessary costs. I am sharing my experience to warn others about potentially misleading guidance.
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