Excellent support that kept a quality chair in service
I wanted to share my experience because it shows how good customer support can extend the life of a premium product. After several years of use, the steel frame within the seat base of my Secretlab chair developed a fault. I contacted Secretlab with photos, and their support team quickly identified the issue and offered a heavily subsidised replacement seat base rather than expecting me to purchase a new chair. They also offered replacement armrest tops at a discounted price, allowing me to refurbish the chair instead of replacing it. Throughout the process, Gestoni and Cath were always polite, professional and genuinely helpful. There were some delays obtaining stock, and communication about revised delivery dates could have been clearer at times. However, whenever I contacted the team, they responded promptly, kept me updated and ultimately ensured that everything was resolved. The replacement parts arrived well packaged and were straightforward to fit. My chair now feels almost brand new, with a new seat base, reclining mechanism and armrest tops, while the original backrest was still in excellent condition. The refurbishment has given the chair a second life and saved me from having to replace an otherwise excellent product. It's refreshing to see a company continue to support its products with replacement parts years after purchase. That level of after-sales support gives me confidence in the brand and is something I genuinely appreciate. Thank you to everyone involved.