Vertagear SL5000 broken after 15 months, hows Vertagear's customer support?

[House]

After around 15 months my chair has cracked straight through the metal in the adjustment mechanism.
As this is beyond the first year this is not OCUKs issue and I need to deal with Vertagear.
I have logged a ticket with Vertagear has anyone any experience of dealing with them?

 

[House]

after 6 days and no response i bit the bullet and called the US customer support number, my webform warranty claim had not been received they claimed, (there website said otherwise but i never received a conformation so maybe they site is borked).

So its been resubmitted via direct email and passed off to their European center, hopefully things will move forward now.

Im still hoping i dont have to ship it back to them. Its rather big and heavy

 

[Rosco101]

Just had the metal frame break on the bottom of mine, mine is almost 3yrs old now. Their site says lifetime warranty on the frame sop Ive contacted them.

Wondering how you got on with this?