Problem fixed within a week
I had a chair that was in warranty for another few months that had the lock on the recline feature fail. I reached out to the Help Chat, and within about 20 minutes, he had a ticket created. Later the same night, I had a message from a higher tier worker, sent pictures, verified the serial, and then the next morning they had a tracking number for me for replacement of the entire bottom of the chair. So, problem is solved. I messaged on Saturday, and the package arrived on Wednesday.