How do I fix my treadmill stuck on incline?

I bought an Epic View 550 treadmill from Sam's, brand new. Tonight was the SECOND time I've used it. I was walking on a 12% incline for awhile and when I pressed the button to lower it, it made the lowering "sound", but remained at 12%. I did the one suggestion the manual gave and it didn't work (because the incline won't budge).

Over a thousand dollars spent and I can't even use it twice.

Help??

PS - I'm a woman and don't know much about treadmill motors. :(