Sunny Smart Treadmill

I was very disappointed with my experience with the company that makes this treadmill - even though, overall, I really liked the product. I did notice a couple of things right away, though. First, as noted in several other reviews, I got a shock every time I touched the metal strips on the handrails. We tried covering them up with velcro strips, but that did not help. Second, the “up arrow” to raise the incline didn’t work when starting at no incline. I had to press the “3” for incline level 3 and then back down to 1. The treadmill also starts at 0.6 miles; you cannot start at 0. Okay - I was willing to deal with what I considered to be minor inconveniences. After about a week of use, however, the Pause/Stop buttons (one button actually, with two sides to it) stopped working. You have two choices, then, of how to get off. One, pull the clip out - this jolts the treadmill to an immediate stop, which can totally knock you off balance. The second is to lower the speed to 0.6 - again, you cannot go to 0 - and get off while the treadmill is running. This, of course, is a deal breaker. So then we began with the real problem - Sunny Health and Fitness customer service. My husband contacted the company because if they were going to make troubleshooting suggestions - which they did - that is not an area I am comfortable with. So after asking for several items of proof of ownership and of the problems - asking for videos illustrating the problems, for example - they then sent us a video of how to do the troubleshooting. The video was of the wrong model. They then sent another video, which was corrupted. At this point, they suggested to my husband that he open the console and reseat the cables. (I’d like to mention that I personally don’t even know what that means and don’t understand why I am having to troubleshoot a brand-new $700 treadmill. But okay). This did nothing. At this point, they told us that they would send us parts - we don’t even know what parts - and that this would be sent out in 2-3 business days and then add to that whatever amount of time it takes to send out via postal ground. We informed them that I only had a week to return this item through Amazon, which is how I purchased it. My husband asked that they send the parts overnight. In this way, we could see if the replacement parts fixed the problem and still have time to return the product via Amazon if not. They replied that they do not send things overnight. So here’s the deal - I really liked the treadmill, in spite of the more minor issues I encountered before this more important problem of not being able to use the Pause/Stop buttons. I did not want to risk not receiving whatever these parts were - how could they even know what was needed at this point - or of receiving them, and they didn’t fix the problem. By the time all of that would have happened, I would have missed the return date on Amazon and no doubt been stuck dealing further with the company directly in order to get this problem resolved. I would have been glad to give them another chance if they had either overnighted whatever these parts were, giving us a chance to see if that fixed the problem, or if they had offered to replace the treadmill. Instead, they did neither and did not seem to care at all if we just returned it. So that’s what we did. I am now looking for another company to buy a treadmill from - one that will care about its customers enough not to act like it’s their problem to fix if the treadmill doesn’t work. I got a big shoulder shrug from Sunny Health and Fitness. I am just grateful that I purchased this from Amazon, who made the return process extremely easy and did not try to jerk me around in the process.