Thinking about buying a secretlabs..

I received my Titan Evo 2022 just before Christmas and it was fine for a while, but now it's sadly pretty much unusable.
The seat base mechanism has a about 10mm of free play in it, so it rocks back and forth and the lumbar support is unbearably noisy.
I've adjusted everything and the problems remain, so I've put in a warranty request.

I'll let you guys decide whether (or not) this noise is acceptable..


gClzEwx.mp4
 
That’s pretty bad. Sounds like the lumbar support has totally failed. I’m guessing this is widespread hence the shortage of replacement back rests. SecretLab have sent me a unlisted YouTube video with disassembly instructions, it’s had over 75k views.

I’ve yet to send mine back as struggling to find a big enough box, if anybody has any ideas then I’m all ears!
 
Mine has a very sharp piece of metal (a upholstery ring/crimp) on the underside of the back rest which has perforated the seat base a few times already so they were going to send me a replacement base and backrest, but no backrests until April. No offer of replacing the entire chair.

Also, either the lumbar support is really uncomfortable or the height adjustment doesn’t work on mine. I can’t tell.

I’m sending it back as faulty but have yet to find a big enough box!
 
My warranty request is going well.
Secretlab asked me to send in some video footage of the chair and it's various faults, which i did, and the next email asked me to send in some more footage showing the exact same faults (again).
For some reason, and despite the blindingly obvious video of me demonstrating the lumbar fault, they said it was the base that was at fault, and not the lumbar.
I've sent another video, and god only knows what that'll achieve.
My gut feeling is they're just fobbing me off, but time will tell.
One only needs to look at the Trustpilot reviews to see their MO...

https://uk.trustpilot.com/review/secretlab.co.uk
 
Kind of a result, but I'm far from happy.
They're sending me a new seat back and the squeak fix kit for the seat base (they have offered to collect the faulty parts)
But so far they are failing to acknowledge that the 10mm play in the seat base mechanism is a fault rather than a feature.
As an aside, I've fixed, recovered and repaired many car seats in my time working at main dealers, so i think I've got a fair idea of what's acceptable and what isn't.
I emailed them again today to say I'm not prepared to accept the seat mechanism in it's current state, so i guess I'll wait and see what the response is (probably need to send more video's).
I really wish I hadn't bought the bloody thing in the first place :(
 
With stuff like this where you’ve bought it on credit card how easy is it to get the credit card company to reimburse you on the basis that the manufacturer/seller is acting in this obstructive and unhelpful manner and has essentially sold you a faulty product that they won’t fix/take back?
 
Quick update..
Secretlab are now flat out ignoring my emails in reference to the faulty seat base mechanism, so I've sent another saying I'd like to return the chair for a full refund.
 
Bought a big box from a local packaging manufacturer, boxed the chair up (which took ages, would be much quicker with the original packaging) and Secretlab are collecting this Friday.

Had to send photos of the chair packaged up with the box open and another with it sealed.

My opinion of their customer service is that they’ve good individuals but poor processes. There’s been a lot of back and forth which could have been covered more succinctly.
 
I have an omega and its probably the best computer chair I've ever sat in (after the bedding in period).
First couple of weeks after using for an hour or so it hurt my coccyx so i worried i'd wasted a lot of money on the chair.
About a month in i noticed it had improved my posture and (maybe coincidentally) my bad back of 3 years is gone.
I've used it every day since purchase for a minimum of 4 hours and its still look brand new.
 
Secretlab are still ignoring the fact that my seat mechanism is faulty, but have said that the replacement backrest will take nearly 3 months to arrive.
They have also flat out denied any request for me to return the chair for a refund.
Time for the small claims court, as clearly this is unacceptable for a £400 chair.
 
That’s utterly ridiculous what terrible customer service! Any chance you can avoid having to apply to court by going via credit card company?
 
Unfortunately I paid using a debit card, so no recourse there.
For future purchases (not Secretlab, obviously I'll never touch that garbage again) I will use a credit card.
 
JonRGV250 said:
Secretlab are still ignoring the fact that my seat mechanism is faulty, but have said that the replacement backrest will take nearly 3 months to arrive.
They have also flat out denied any request for me to return the chair for a refund.
Time for the small claims court, as clearly this is unacceptable for a £400 chair.
Click to expand...
Make sure you get a review up on Trust Pilot, it may make a minor dent amongst all of their fake reviews.
 
ChrisD. said:
Make sure you get a review up on Trust Pilot, it may make a minor dent amongst all of their fake reviews.
Click to expand...

I did mention in an email today to their "customer care specialist" (basically a spotty teenager (probably) who just disregards any customer concerns) that the Trustpilot reviews exactly mirrored the service i was being given, and did ask whether Secretlab was aiming for a full house of 1* negative reviews.
I will, and for the last time give Secretlab a chance to do what most companies who give a rats ass about their reputation a chance to resolve the matter, then it'll be small claims and negative reviews.
It really shouldn't need to be this difficult to return a product that is basically utterly poorly and cheaply made garbage, but hey, here we are :rolleyes:

@Tesla, how did you manage to get your chair returned so easily?
 
My replacement back rest arrived yesterday, going to try and find time to install it today and hopefully that's the matter resolved. I suspect bit won't be and ill have issues with the replacement too
 
Replacement backrest installed and so far so good. Let's see if they've rectified the issue. Pity it took so long to sort but good job I kept emailing otherwise I would be waiting another 2 months
 
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