Thinking about buying a secretlabs..

Soldato
Joined
18 May 2010
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12,246
Good news.
How long did it take for them to send it to you?

I originally asked for a solution to the problem mid January and they said I would have to wait until April for a replacement back rest, I said no and to refund me and collect the chair and then they arranged for a replacement to be shipped and it arrived yesterday

That's pretty much the long and short of it but there were quite a few emails involved
 
Associate
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31 Aug 2021
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322
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Suffolk
Finally some progress..

The original offer (last week) from Secretlab of sending a replacement backrest with a delivery timeframe of nearly 3 months has been resolved, and I should have it Thursday.
They still refuse to acknowledge that there is a fault with the seat base mechanism, but are sending me a new one anyway (go figure), which I should also receive Thursday.
It's utterly ridiculous that I've had to give the option of going to the small claims court to get things moving at anything other than a snails pace.
That said, they have agreed to replace the obviously faulty parts, so there's that.

There seems to be a massive issue with Secretlab customer service department, as in they will basically fob you off with any old excuse and just hope you'll go away.
I mean, some of the responses I've had were either, frankly laughable, woefully ignorant, or just plain outright lies.
Either way, my opinion of Secretlab is beyond tainted and I would actively encourage anyone to avoid them at all costs.
It's a shame, as it could have been handled so much better.
 
Soldato
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12,246
@JonRGV250

If it's any consolation my replacement backrest seems fine.... for now.

I know what you mean though, the whole customer service experience hasn't been good and my opinion of them is tainted also. I won't be buying from them again next time around or be able to recommend them which is awkward because the chair is actually decent and is good for my back but if there is an issue the customer service let's it down massively
 
Associate
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@JonRGV250
I know what you mean though, the whole customer service experience hasn't been good and my opinion of them is tainted also. I won't be buying from them again next time around or be able to recommend them which is awkward because the chair is actually decent and is good for my back but if there is an issue the customer service let's it down massively
I couldn't agree more on all fronts.
God only knows why such a large company deems it's customers to be untruthful when relaying faults with their products is beyond me.
I'm just ranting now, but Secretlab asked me to send a video of me pressing on the lumbar support to replicate the awful noise it produced.
I sent the video and the immediate response from them was to say that the seat base was at fault, and they could send a £5 squeak fix kit to me.
Call me cynical, but thats just taking the p*ss, and skirting around the actual fault that'll cost them a warranty claim.
As for the warranty claim cost, I received an order confirmation for the backrest as a cost of £199, so it's not hard to see how they're just trying to fob their customers off with a cheap fix for a problem that didn't exist.
Rant over :p
When I'm happy with it working as intended, I'm going to sell it at a massive loss and buy a Steelcase or a Herman Miller.
 
Soldato
Joined
18 May 2010
Posts
12,246
I couldn't agree more on all fronts.
God only knows why such a large company deems it's customers to be untruthful when relaying faults with their products is beyond me.
I'm just ranting now, but Secretlab asked me to send a video of me pressing on the lumbar support to replicate the awful noise it produced.
I sent the video and the immediate response from them was to say that the seat base was at fault, and they could send a £5 squeak fix kit to me.
Call me cynical, but thats just taking the p*ss, and skirting around the actual fault that'll cost them a warranty claim.
As for the warranty claim cost, I received an order confirmation for the backrest as a cost of £199, so it's not hard to see how they're just trying to fob their customers off with a cheap fix for a problem that didn't exist.
Rant over :p
When I'm happy with it working as intended, I'm going to sell it at a massive loss and buy a Steelcase or a Herman Miller.

Believe it or not when I typed the above message the backrest wasn't making a sound. Fast forward two hours of playing Forza and it's starting the same as it did last time. It's not unbearable but it's definitely there and last time it just got worse and worse to the point it was waking my 2 year old in the next room. If this one gets the point I'm demanding a refund I'm so frustrated with it!

Herman miller for me next time brand new, don't care if it costs a grand it'll be worth it for the on site warranty and peace of mind for ten years, wish I had just done that in the first place
 
Soldato
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Bristol, UK
Secretlab received my chair and it "passed inspection" and my full refund has been processed. Yet to be received but no reason to suspect otherwise.
 
Soldato
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Posts
17,484
Location
Bristol, UK
Full refund received. Going to check out the chairs in a few local department-type stores and go from there with it's replacement.
 
Associate
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31 Aug 2021
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Suffolk
An update and bit of a rant..

Secretlab replaced the seat mech and backrest and I received and fitted them, all good.
Obviously they wanted the old parts back, so I boxed them up and took them to work to be collected by their courier (Parcel Force), I also gave my work address to give to the courier.
On the day of collection Parcel Force didn't turn up at my work to collect which I thought a bit odd, but hey.
I got home that day and it transpired that they'd tried to collect from my home address.
I spoke to Secretlab, who imediately blamed the courier for going to the wrong address.
I did ask how Parcel Force had my home address when I certainly hadn't given it to them, or been involved in the collection process.

I got no answer to that question.

So..

On to collection attempt number two, and I yet again gave my work address to Secretlab.
Guess what..
Parcel Force turned up again at my home address to collect.
I've emailed the utterly incompetent cretins at Secretlab saying that if they don't collect from my work address by Friday, then i'm chucking the lot in the skip.

I've come to the conclusion that their customer service team have the collective IQ of a sandwich toaster.

Utterly useless company.
 
Caporegime
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20 Sep 2006
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Seems that they spend all of their budget on social media advertisements and then operate a customer is always wrong mentality.
 
Associate
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I think "Ken" at the Indian call center may regret asking for my feedback after dealing with himself and quite possibly the absolute worst company on the planet.
It's almost like they're on a race to the bottom with BT and Currys.
I wish them luck in the race, but I doubt they'll need it.
 
Associate
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tOlz1aX.jpg


Now on my 3rd backrest, and lets hope this one doesn't sound like it'll wake the dead when I sit in it.
But to be fair, Secretlab have acknowledged that there has been a fault with their chairs.
 
Catwalker
Soldato
Joined
11 Nov 2009
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4,598
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Edinburgh
I have a Secret Labs Titan it took me far too long to get used to how hard it is, would never buy another one.
 
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