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I also have had a problem with the machine going into the pause mode and have been very frustrated with it. Today, I finally spoke to a human being at Diamondback. Call 1-800-776-7642 and say "fitness" to get you to the right department. (They are west coast time) There are only two guys in the department, David and Scott. The email link on the Diamondback site doesn't get your complaints directly to them. After a chat with them this morning, I received a call this afternoon from a service technician who will be sending someone next week with the needed parts. They ARE aware of the "pause" problem.
Hope this helps.
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