Frightful Friday turned into Sad Saturday. I proudly sat in my brand new lounge chair next morning and rechecked its features, the electric footrest, the electric recline, the electric head rest, the electric fold out drinks holder, the seven electric charging points, that is 3 sets of USBA and USBC, plus a flat surface charging point and the electric reading lamps from the non electric centre fold up part of the centre console.
I lowered the fold up part with the lamps and I noticed it looked a bit skewiff in its folded down position. I investigated. Under a loose flap of leather were the hinges, with the screws of one hinge ripped out from the timber. I am old, I am not rough with things. Phyllis and Kosov looked at the chairs the night before while I was there. The rest of the lounge room furniture is over twenty years old and I've never broken furniture.
I discussed the matter with Kosov. I knew I could fix the issue with some matches and super glue. He said, 'Nooo, Andreeeewww. The company must fix it'. He convinced me. I sent an email to the store where I bought it, with this photo and heard nothing. Three days later. I called the store and staff informed me after sending the email, I would be contacted within two days. I wasn't, but I had a suspicion that the email direct to the store wasn't the right thing to do. Here is a photo of the screws ripped out from the timber. The hinges are very tight as they need to hold the fold up part in place when raised, and I wonder if that contributed to the screws being pulled out.
I looked at the company website, and there was a clear complaint system. Sure enough, after filling in this online form and providing a photo, I was contacted. The process was smooth, except there won't be someone to visit to check the problem until 18th March. I assume then there will another wait for repair or replacement. I replied, querying why it would take so long for someone to look at the problem and received a reply with an apology explaining that their preferred technician who deals with such matters was away on leave
Aside from this issue, I am quite happy with the chairs and the centre console.
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That's frustrating. Good luck on getting this fixed.
ReplyDeleteAgh ... there's always something...
ReplyDeleteWell - at least they are responsive, even if it is another 12 days before someone comes and says they will need to replace in (insert ridiculous number here) weeks.
ReplyDeleteSo many electric bits and pieces for various movements…..wonder if I can have them inserted into my aging body…. Young Kosov is absolutely right… Do not get the superglue or the matches out. You void the warranty, new goods are covered not just by warranty but consumer law. Document the repair for future reference .
ReplyDeleteSo there's only one person who knows what to do? Hmm.
ReplyDeleteGood on you for following up
ReplyDeleteThat must be deeply frustrating, especially with a brand-new chair you were clearly excited about, but it’s reassuring that the company has finally responded
ReplyDeleteIf you had fixed it and it happened again, they'd say the problem was due to what you did to the chair. Best to contact the store or manufacturer directly.
ReplyDeleteBob, the store is dealing with the problem.
DeleteI think Bob makes a valid point, Andrew! I do think it is great that you are following up with this! Kudos!
ReplyDeleteI only discovered the electric footrest and electric chair incliner in older age. Now I sit in it every day! So even if Queen Elizabeth knocks on my front door, that chair is mine!!
ReplyDeleteLol, Hels.
DeleteI like my old recliner that has no electric parts or plug ins at all. Very old fashioned of me but there's very little that can break.
ReplyDeleteKosov was absolutely right. You paid a pretty penny for new furniture, and you should be able to expect it to last more than a few hours. I am glad you listened to him.
ReplyDeleteThe chair sounds like a new-age nightmare, electric everything, a centre console, how does a chair have a centre console? Is it in fact two chairs like the front car seats that have the console in the middle? And surely there is a standby technician? Will we see a photo of the entire chair eventually? What is the difference between USBA and USBC? does this marvel also make you a cup of tea and tuck you in at night?
ReplyDeleteThat is annoying Andrew. Hopefully worth the wait in the end.
ReplyDeleteHow annoying. I hope it gets sorted out quickly but I doubt it.
ReplyDeleteThis is poor. Surely they have more than one person capable of dealing with the problem, which arises from poor workmanship. Kosovo was quIte right!
ReplyDeleteThat shouldn't have happened. I had a pair of electric chairs for a few years, I was fully reclined when one of them stopped working. It was time for a replacements anyway.
ReplyDeleteSuch a downer, Andrew. I hope the guy comes on the 18th.
ReplyDelete