Published paid-repair policy was not honoured
I bought two identical DX-OK02 desk lamps from Happy Nocnoc’s website in late 2023 for $169 USD each. One of the plastic shaft joints has now broken. I knew the warranty had expired and wasn’t asking for anything free. I simply asked if I could buy the replacement part or pay to have the lamp repaired. Customer service replied that the lamp was out of warranty and “not supported.” This was surprising because their own warranty page says that expired products can still be repaired for a fee and even lists charges for shaft and pole repairs. I pointed this out to them, but they only repeated that the warranty had expired and that replacement parts were unavailable. They never answered whether I could send in the complete lamp for a paid repair or explained why their published repair policy did not apply. I bought two of these lamps and was perfectly willing to pay for the repair. Instead, I’m left with an expensive lamp that cannot be used and a published repair policy that the company has not honoured.