Just found this after 2 years of owning secretlab chair. Reply. Herman miller here I come. 17K subscribers in the secretlab community. Their warranty experience is a delight. Show us a public post of your new Secretlab chair, and get your warranty extended to a total of 5 years. The same issue has occurred again, on the other side of the bed. hi, so to summarize, I am trying to claim my 2nd warranty claim for the same defect which is the mechanism that tilts the chair. An honest, and negative review. I filed the warranty claim on the 20th and received the part on the 25th. 14 - 16 months in the chairs material will start fall apart and break down. . Don’t waste your money. View community ranking In the Top 5% of largest communities on Reddit How long does a warranty claim take to get a response usually. Anyone else’s got the same issue? AVOID. Warranty transfer to new owner? Just bought a brand new 2020 secret labs titan chair from someone off offer up because the chair was to big for the person. A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. Secretlab Warranty seems to be a freaking joke. I filed a Warranty claim since I have 5 years and I hasn’t even been a year. So still in warranty. . Hi all. Delivery and Shipping Enquiry. Avoid this company at all costs. Secretlab chairs are not OEM chinese gamer chairs rebranded like everyone else is doing. A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and…. I decided to go ahead and try. For warranty and review In my case it required a replacement tilt mechanism because the one I got originally "squeaked" every time it moved. Members Online Warranty That’s why we stand behind all our chairs and desks with up to a 5-year extended warranty. That was my first clue things would go sideways because WD-40 4. Celebrate 10 years of unforgettable memories with the all-new Secretlab TITAN Evo FINAL FANTASY XIV Edition. This is my 2nd time getting their warranty, never seem to fail me. Promotional, Corporate and Loyalty Programs. Secretlab reserves the final right to determine if a Secretlab has absolute discretion to change the parameters of the warranty extension program at any time. After 82 days (July 16) since my original warranty claim on my Titan EVO R 2022 (see Armrest Magnet Issue here), I am happy to say that I have finally received my replacement armrest. Finally decided to see where it would go so submitted the warranty claim with my order number and chair serial number. Let this be a case of to those buying Secretlab on how the warranty claim process is like. I purchased a secret labs titan in august of 2020. I had my mattress replaced under warranty as one side started to bulge out, IKEA deemed it a fault and a replacement mattress was delivered. They asked me to take loads of photos which I did, then they took ages to reply and asked for more, quite a lot more, I told Get the extended warranty, you will likely experience issues within the first 2 years, these are minor issues like the armrests ripping from wear and tear (although if you apply pressure to CS, they will send you a new set for $19. I have just assembled the Magus Pro desk and couldn’t turn on the control panel. Believe it or not, it was painless. What’s wrong with the chair? I predict you will need in 5 months, most likely for something about the arm rests. An actual Secretlab Titan Softweave Review - 4 month ownership. I’ve had both armrests on Singapore 579713. Information about the chair and me: This is a Titan Black Evo 2022 size regular. Hello, I've got a 2020 Series Titan Evo and just wondering if something like this is considered wear & tear or if I could make a warranty claim. Cizzle187. We are always happy to help! Secretlab has absolute discretion to change the parameters of the warranty extension program at any time. I am 185lb and the chair was used for about 4-5 hours at a time, 3-6 times per week. 100% WFH, in the chair all day. If you want an immediate response, use something like live chat or phone. Warranty #Secretlab - review as well. I've had two warranty claims as well, one for the backrest, and one for the seat base. (Entrance from Braddell Rd) Telephone: +65 6341 5032 (General Enquiries) +65 9680 9204 (Strictly for Appointment Enquiries) Whatsapp Only. Worst experience ever. 14 - 18 months the height adjustment gets loose and sloppy. I don't have social media because of personal/ work related reasons so I never thought to make the post. A very loud metal-to-metal squeak. 2 - 3 years in the chairs tilt mechanism breaks and when you get up it hits you in the back. Since November 20 I have been dealing with extremely slow email support asking for thousand of pictures and giving no resolution. Let my experience be an example of what not to do! Here's a pic of said spring poking out on the right side. mine constantly tilts to the right giving me a painful hip. Visit the Secretlab showroom and experience first-hand our full suite of award-winning ergonomic solutions, designed to support you across everything you do today. Regular office chairs were 3-400 more than a secretlab and I didn’t want to spend more than about $500 for a chair. Now They want me to ship the old parts back to… A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. such a crappy warranty service Warranty Experience. I cant believe how quickly the go the replacement part to me and how responsive and easy the whole process was. The metal on the sides has completely sheared somehow. Unfortunately they aren't stopping sales of their knowingly faulty chairs, so every day the wait will be longer as every day there'll be new warranty/return claims I did contact Secretlab about my chair issue, and ask if it’s still covered by the 5 years warranty. ca support page. And like someone else said in another post, that would balance all the one-liner positive reviews people post when they receive theirs. about a dozen emails back and forth in the last 5 months and they've done nothing but run me around in circles. Submitted the claim on the 8th. That’s not all. General. When I was searching for a chair to buy I was super torn between a secretlab chair and a regular office chair. No company has the manpower to respond to emails immediately as they arrive. I have a Titan XL 2022 and while I've found it very comfortable, Secretlab shipped known defective chairs. 99). : r/secretlab. Within 3 hours of email exchange, a replacement armrest is en route to my home (wihout extra cost, warranty covered). Submitted a warranty claim, but got no respond from secretlab. Do not buy these prouducts. For more information on accessories and add-ons, please refer to our full warranty statement. Backrest recline: When using this feature most of the time it will do a loud noise like something break. Just bought a brand new 2020 secret labs titan Suggestion. The armrest cover is now cracked and my lumbar got broken also. You are so wrong. I set my warranty claim up and have been messaging back and forth and now after 9 days of once daily replies and being told that I am out of warranty date, which I am absolutely not. Reviews. contacted This post screams 14 year old jumping on the secretlabsisbad train. They will ship you damaged goods, take a month of support to not achieve anything at all. Claim they sent the replacement for the broken parts and the package NEVER arrived. Order and Payment Enquiry. ////. I'm here for the warranty. I noticed a rip in my chair at one of the seems. I bought this chair and came to realize a year later that my friends back rest was not deformed like mine is. We would be able to have that warranty ownership transferred so as long as the original purchaser sends us an email authorising the transfer and provides us A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. after some back and forth they agreed to replace the whole arm. I've had my 2020 chair for 3 years now. Based on my personal experience, their lack of effective customer support and failure to provide a suitable resolution for a defective Seat Base Tilt mechanism make them a company that I cannot in good conscience recommend to anyone. Because as it stands, these arm rests are not "fit for purpose" as described by my state's consumer affairs laws, and I'm not going to accept that I have to effectively pay Secretlab a $20 per year subscription fee to replace the arm rests every six months, for an $800 chair with a supposed five year warranty. These are highly customizable, heavy r&d chairs. Secretlab support chat, did ask about the issue, and details of my order number, and photo pictures of the issues, and right away said its covered. The first thing they suggested was to spray WD-40 in the mechanism. Background: Have a 2020 SecretLab chair, have had it since around May 2021. Second, if you buy a Secretlab chair because you read good reviews online from places like Wired, Tom’s Guide etc - unfortunately there is a high chance it won’t turn out like that for you. Because imo. Beginning in early 2023, I noticed that the seat foam had compressed to the point that I was able to feel the bottom metal bars through the foam. View community ranking In the Top 5% of largest communities on Reddit How long is reasonable to wait on a response regarding a warranty claim? I only built my new 2022 chair on Sunday and realised very quickly that the right armrest is significantly more loose/shaky than the left one and subsequently made a warranty claim on it and provided A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. I haven't installed it yet, so I hope the issue is resolved. I wish I read this review before deciding to buy from Secretlab. Thank you Secret Lab. We are always happy to help! To make a warranty claim, submit your claim via our Contact page, along with image or video evidence of the affected area. To make a warranty claim, submit your claim via our Contact page, along with image or video evidence of the affected area. Every Secretlab chair, no matter how old, is covered by one of our two protection plans — the Secretlab Peel Protection Guarantee or Replacement Program. e. So he did make a ticket right away so the can email me more about the details. To find out what our warranty covers, check out our Warranty page. Some have had really bad experiences, and some have had good experiences. So i will have to bear having couple of days or 1 week without my right armrest xD but the good thing is that the CS is responsive. a couple moths later the multi tilt mechanism would not tilt. People frequently only share negative experiences with customer support with companies, and in an effort to dispel that practice, I thought I'd share an extremely positive experience I've had with SecretLab in regards to warranty. co/contact if you have yet to do so and they will be sure to look into your order for you. Conclusion: it took Secretlab slightly more than 2 months to uphold their warranty claims Hi u/ayamkambinghome, the Secretlab warranty is tied to the original purchaser’s details and all replacement parts if required will be delivered to the shipping address as per the order. Both times, I had no issues and got what I wanted right away, without having to fight at all. Warranty Experience Summary. A new benchmark for durability. My armrest has started splitting along the side after owning it for all of 6 months, and they told me its "Standard wear and tear". They didn't say this info was required. What a crime! /s. $570 I will not get back, could've gone into an Herman miller chair that I'm sure would still be functioning perfectly fine to this day. Cancellation, Return Enquiry. Showroom Appointment. Edit - I forgot to add that they did offer me a new seatbase for $49. When I told @SecretLab that I lost access to my email address, they refused to provide me with a warranty claim. In the event that something goes wrong with your chair, please take photos or a short video of the issue, and contact us via our Support Form. I eventually caved and bought a Titan and anxiously I contacted the customer service immediately to claim warranty. had this exact same issue on a 2019 titan sofweave chair from secretlabs about 6 months after purchase. And they tell me “Just spray WD-40 on it and ensure that the screws are tight on the base” … I doubt WD-40 is gonna fix the issue of the Tilt mechanism skipping slots where it should be locking. AVOID. Engineered to thrive in warm, humid climates, Secretlab NEO™ Hybrid Leatherette is primed for years of daily use. " It appears that the armrest cover has worn over time with use. Warranty/Referral. As it got closer and closer to hitting that magic number I woke up, a week before my birthday to a SecretLab box infront of my door, my husband surprised me with it as a Birthday/Christmas gift! I work overnights and long hours so I've had to stare at the box for about 3 days and nights while resisting the urge to put it together. In the meantime, do reach out to our support team https://secretlab. I am curious since its from this year if the warranty transfer to me or how I can do this. Secretlab reserves the final right to determine if a benefit under the warranty can be claimed. That’s why we stand behind all our chairs and desks with up to a 5-year extended warranty. I thought I would share my own experience with their warranty support as I have had to make a couple claims in the short time I have owned my chair. I almost freak out and my gf got scared that I broke the chair. Keep your assembly manual in a safe place, there's a serial # on it you need for warranty claims, take a photo A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. My titan xl 2020 has a broken tilt mechanism. I understand not all will be perfect with a product launch, but it genuinely makes me wonder if there Now I understand that when something has a certain time warranty on a product, it means that product will last just over the duration of the warranty. Such as the left armrest magnetic pad wearing abnormally, Left armrest moving freely without pressing the buttons. tilt broke and would no longer lock in place. just be patient. Secretlab reserves the final right to determine if a General Enquiry. I don’t see many positive experiences with Secretlab warranty, so I’m going to share mine. We are always happy to help! Secretlab is ignoring my warranty claim request. That sounds like a question for secret lab support. Secret Lab Warranty vs UK Consumer Rights. We are always happy to help! If you don't, they'll want to charge you if you decide to return instead of messing around with the chair. I am 183 cm and weigh 215 pounds. If you have a support ticket open, do drop me a DM with your order number and email address and I'll look into your case for you! 1. You spend a lot of money on a chair, you will want to keep it for a while. Could of been worst I saw somebody post a used chair they sent him as new. Don't forget to comeback with a picture of your chair (Picture of the box and the return sticker would be nice) and add the #secretlab tag for extended warranty. I dealt with an Andres over email and the whole process was easy and well explained. They make it borderline impossible to claim warranty. contacted them and put in a warranty claim and was told that it was wear and tear and was not covered under warranty. Warranty Enquiry. As a potential shopper, I've had my eye on the Secretlab TITAN Evos for some time, but each time I check the subreddit for more information I notice a large number of QC complaints, CS complaints, and just all around a negative air around them. Based on your other comments in the thread, you sound unhinged. 1. Secondly, their fast shipping claims are garbage. If this armrest can't handle my elbow resting on it for less than a year, they must use some real garbage parts. Secretlab reserves the final right to determine if a They make it borderline impossible to claim warranty. when I first got the chair 2 years ago, the defect was already there from the start. Just 2 days ago I inquired for my warranty, they will be preparing/shipping out both backrest and armrest. Sunday Feb 5th: I send Secretlab support an email telling them Secretlab has absolute discretion to change the parameters of the warranty extension program at any time. Warranty after 3 yrs. This is the only issue. As part of my warranty claim I've been sent a new seat and backrest, installd and good as new. Has anyone else had issues claiming their warranty. terrible experience start to finish. I got a titan xl early last year. Enjoy unmatched control over your space with accessories and add-ons designed for TITAN Evo and MAGNUS Pro. (Usually when you contact a support email, they send an email on the email address you provided but here, I don't get any, making me assume they haven't received it) u/Secretlab_Red u/Secretlab_Tali u/Secretlab_Maisie. View community ranking In the Top 5% of largest communities on Reddit Props to Secretlab NZ - excellent service Honestly I dreaded going through the warranty claim process after reading some of the story's on reddit however my experience was very different, figured there are enough bad story's on here that having a good experience needs to be told. Wear and tear of parts is generally not covered under our warranty terms as the degree and speed of occurrence are highly subject to the environment, usage methods, and aftercare provided, amongst other factors. Reply reply. LEARN ABOUT TECHNOLOGY. Our ergonomic chairs and desks are built to encourage movement for a more healthful routine. They hide the real reviews. When I connect the power, the panel flickered and turned off. For a while I have heard mixed reviews about Secretlab and their warranty support. it does not creak when pressure is exerted on the lumbar support. Swap to the magnetic role patch of your choice, and heed the call with the iconic Crystal Tower embroidered on the backrest: https Recently submitted a warranty claim request due to my Titan EVO XL 2022 developing serious issues after less than 24hrs use and was quite unnerved by the complete lack of confirmation of the request being received and ability to view it's status. Warranty Claim & Support. Avoid Secretlab. I have already completed a warranty claim on some of the parts that I am having to warranty claim again. I’ve had a Titan Evo 2022 for about a year and had no real issues til now. I’m also shopping from Canada so I was contacting their secretlabchairs. Show off your awesome setups, discuss the Secretlab TITAN Evo or Secretlab Classics and Secretlab MAGNUS, or catch up with fellow Secretlab (or soon-to-be!) owners. Secret lab is 🚮🗑️. After reading a lot of the posts here I was reluctant to even bother filing a warranty claim for my arm rest. Together with ergonomic consultants and experts in biomechanics, physical therapy, and more, we designed Secretlab Reached out to Secretlab and they replied with the below. Secretlab reserves the final right to determine if a The springs actually popped up earlier in the year when my chair was still under warranty. Secretlab reserves the final right to determine if a The ultimate backup for every adventurer, and a steadfast companion to support you on your journey. Nobody is going to go out of their way to be helpful with the attitude you have. Not sure your experience with customer support with any company but my experience is you tend to wait between 24-48 hours. Click here to find out more about our extended warranty. Just sent clear pics/videos of the issues that I was facing, and was kind in my email. 8- 10 months of use the mechanism in the arm rests will begin to loosen and is fully loose at 11 months. So happy I cancelled my Titan order and went for the Herman Miller Embody instead…. 5 years is the MAX amount you can get on this chair if you share photos on your socials. Email response on the 9th asking for photos of the bottom of the arm rest cushion and the base of the arm. I then saw there is a 2 year warranty extension if you make a post on social media. It is likely, if you place an order, your chair (a) will not A subreddit for all things Secretlab — we engineer award-winning performance gaming chairs for work and play. Secretlab Magus Pro control panel problem. These are really very adjustable ergo/office chairs for gamers. Genuine and honest question, perhaps someone from SL can clarify UK Consumer Law (Consumer Rights Act 2015) states that items sold to consumers must be of satisfactory quality, as described, fit for purpose and last a reasonable length of time, and these rights exist for six years in England and warranty, returns and customer service: This is perhaps the MOST neglected consideration for any chair. Tailor your setup to fit you. Firstly, do you research and ignore ‘warranty’ reviews. I bought it in October and only after the shipped (not after purchase, but after it was already enroute) it they sent emails advising the backrest was defective and noisy. BEWARE !! They claim they do 3 year warranty but NO! Well I have the 2022 EVO XL, So a $700+ USD chair for 2 years now. General Enquiry. Anyways. They'll ship days after the order is placed and you'll get the chair 1-2 weeks later. Support. You can adjust everything. Anyways, good luck. Secretlab has absolute discretion to change the parameters of the warranty extension program at any time. I'm going to take them up on that offer. Secretlab’s decisions on all aspects of this program are final and binding. that's really excessive damage for normal day usage. I promptly contacted customer service to file a warranty claim but realized the warranty is only for 3 years just my luck. Oh no, a company is verifying your purchase. In conclusion, I urge you to think twice before considering a purchase from SecretLab. My armrest started cracking about 4 months ago so I searched the issue and ran into a bunch of horror stories on here about slow responses and never getting the issue resolved so I put off submitting a warranty claim. Upgraded to the 2022 Evo Deadmau5 chair the moment it was released, so I put a lot of time in that 2020. Click here to get in touch with our world-class Secretlab support team for any questions or concerns you may have about our products. I have tried logging a warranty claim on their website but I haven't received an email from them. The replacement backrest seems to be of a better quality than the one I originally received i. Aesthetic defects and damage due to misuse of product are not covered. uv me zo hj at bv wm zs gs gs