Issue with Secretlab Titan Evo 2022 and warranty claim

Relentless81

Relentless81

Relentless81

Soldato
Joined
18 May 2010
Posts
12,822
Hi,

I bought the above chair and initially it was great, my long search for a chair for gaming and work was over I thought.

However, the lumbar support started to creak, then over a shot amount of time it became louder and louder until it was at the point where it literally woke my 2 year old up in the next room if I adjusted myself in the chair. I have now had to put the lumbar support in a position where it no longer supports my back preventing it from creaking which basically means the lumbar support is unusable and I'm getting back pain again.

I put a warranty claim in with Secretlabs, I took delivery of the chair on 14/12/2021
I cant remember the exact date I raised the claim because its a webnote and they dont send a courtesy email (Seems clear as to why now) They sent their initially response on the 19/01/2022 and it took them a good few days to respond.

Since then they have stated they will replace the backrest but I have to wait until April, this was over a week ago. I stated this is an unreasonable amount of time and they should collect and refund the chair at no cost to myself at which point they said no because its not in the return period and that they will try and get the backrest to me quicker.
Another week has passed and I've heard nothing so I've just sent an email stating if they cant get a replacement backrest to me by the end of the week I want a refund and collection at not cost to myself.

I now really regret buying this chair, the customer service feels like they want to drag out the issue because they know this issue is a common fault and there is a potentially a huge queue for replacements, I have zero faith the replacement wont develop the same issue and I want my money back so I can buy something else that's more reliable and with better customer service if there is an issue.

Am I being unreasonable here, I have tried to read up on my rights but its confusing, I think the return period is only if you change your mind but I haven't changed my mind the chair is faulty so they cant deny a refund due to a fault can they, surely if they cant replace the part they need to refund it?

Thanks
 
This backrest issue seems so widespread I’m wondering if this April date is the point from which they can supply a revised part.

My chair was delivered early January and has a sharp piece of metal on the bottom edge of the back rest which is damaging the seat base. Also I’m not convinced the lumbar adjustment works properly as the height feels the same regardless of adjustment - all uncomfortable.

Since I was also told April for replacement parts I told them I’ll return it. They hit me with their T’s and C’s so I reciprocated with the Consumer Rights Act and am not jumping through the hoops of their return process and trying to source a large enough box to return it in!
 
Tesla said:
This backrest issue seems so widespread I’m wondering if this April date is the point from which they can supply a revised part.

My chair was delivered early January and has a sharp piece of metal on the bottom edge of the back rest which is damaging the seat base. Also I’m not convinced the lumbar adjustment works properly as the height feels the same regardless of adjustment - all uncomfortable.

Since I was also told April for replacement parts I told them I’ll return it. They hit me with their T’s and C’s so I reciprocated with the Consumer Rights Act and am not jumping through the hoops of their return process and trying to source a large enough box to return it in!
Click to expand...

Not fun is it, wish I spent more on a Herman miller just for the warranty price of mind, it is a shame because the chair is good but seems to have loads of issues with this new lumbar support mechanism

Are they asking you to pay for return postage and be liable for the return? I've still got the original box but I imagine getting it back in the box would not be fun

I despise stuff like this, things you buy should work and if they don't it should be sorted with minimal fuss, if that was the case I would be recommending them and buying again next time, instead I will be doing the opposite
 
Consumer Rights Act says for faulty goods the seller collects or pays postage so they’re going to arrange collection themselves, once I find a big enough box. I’ve had to send a lot of photos and a video to get to this point. Has been quite time intense.

Overall the chair is of good quality but I think the backrests are fundamentally flawed. The dissassembly video they sent me has had 70-odd thousand views!
 
Tesla said:
Consumer Rights Act says for faulty goods the seller collects or pays postage so they’re going to arrange collection themselves, once I find a big enough box. I’ve had to send a lot of photos and a video to get to this point. Has been quite time intense.

Overall the chair is of good quality but I think the backrests are fundamentally flawed. The dissassembly video they sent me has had 70-odd thousand views!
Click to expand...

Agree, I think they released this new chair with an issue with the back rest, I read prior to buying that they can be a pain to deal with but also read and watched loads of reviews from people that praised the chairs so it was a bit of a risk and unfortunately it's turned out the way I hoped it wouldn't.

Lesson learned next time I'll be paying more to avoid these situations.
 
I'd say waiting until April for a low on stock part is reasonable given current constraints, but i'd expect initial warranty to be extended on that part. I'd expect some transparency on the reason and not just "meh covid". Reason being i'd be happy is cause the chair still works, but i can't hear how loud it is so my opinion on that may change if i could.

My SC Leap is a tad creaky, but nothing i'd consider an issue, probably some grease on and around a spring would solve it. But mine was second hand, was 250/350, i don't recall.

A friend told me he wanted one of these Titan chairs for work and gaming, my response was they appear quite good overall, but i'd be very sceptical. They're still very similar to the cheap mass produced ones. I just take all companies with a pinch of salt these days, and always buy on credit card for protection.
 
Really pleased i saw this. I have the exact same problem. Noisy support after a month and i cant feel it move up or down even with the support at its maximum depth. I was also told an April replacement date which is stupid! I'm almost certain the problem is the lumbar support hasn't been lubricated properly.

They have offered to take the chair back after I quoted UK consumer rights to them but they now want it back in the original packaging which went down the tip after 14 days.
 
I’ve just been through this same process with a similar age chair and fault. I managed to get a large strong box from a local packaging supplier/manufacturer. Took care to package everything up, sending secret lab photos of this as per their request, and all went ok. I’m due to receive a refund any day now, the return has been processed and accepted.
 
I bought one of these to replace my Noblechairs Epic (5 odd years old now), long story short I'm back in the Epic and gave the Titan to a colleague.

It had same issue, and I couldn't get comfy, loads of back pain in it.

Anyway our replacement backrest was approved and 'shipped' Jan 13, 2022.

Nothing received yet...
 
Small update on my Titan 2022. Since having the backrest replaced it has developed a small creak as mentioned previously however touch wood it hasn't gotten any worse and the lumbar support is working in its highest and most outright position with just a slight creak

I'll be listening to it closely to make sure it doesn't get any worse because the original was unbearably loud but I'm hoping it doesn't because the chair is fine now and so much better for my back than the other chairs I've used so far
 
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