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"5 Things You Absolutely Must Know Before
You Even Consider Investing In A High-Quality, Robotic Massage Chair"

Purchasing your new massage chair is a big deal. There are so many to pick from, they’re not cheap, and you want one that’s not going to give you buyer’s remorse. Well, this new report will help you avoid costly mistakes when making your buying decision.

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Human Touch Massage Chair Warranty

 

20 Years Ahead of the Curve

Leadership is not just about the products you make, but the service you deliver.

Human Touch® Massage Chairs and products are made from the finest materials and are all easy to maintain. Their rugged construction will withstand frequent use, and the internal mechanics of all our products are specifically designed to be maintenance-free. We adhere to the strictest quality standards in manufacturing and offer a complete warranty against defects.

But, in the real world, nobody's perfect. Your Human Touch and Get-A-Way massage chair may require repair or service. Our customer support systems are designed to get your product up and running in the most efficient, professional manner possible. And whether that means sending a service representative to your home to service our top of the line Get-A-Way® Massage Chair, or replacing a component of your Human Touch Robotic Massage Chair, you can be assured that your problem will be handled with the utmost care by a knowledgeable Human Touch Customer Service Representative.

SERVICE AND TECHNICAL SUPPORT

You can contact Human Touch's customer service department between 9:00AM and 5:00PM, Monday thru Friday for any warranty or service issues, once you receive your massage chair*. Their toll-free number is 1-800-355-2762. At any time, you have the option either sending their inquiry via Email or leaving a voice mail message. Most Emails or voice mail messages are responded to within four (4) business hours of receipt.

It is required that you have your serial number and dated proof of purchase (sales receipt) available when you place the call to Human Touch Customer Service (1-800-355-2762).

When you call:

Once you reach a customer service representative, a call record will be opened in your name with a reference number assigned. This reference number will be provided to you to reference their inquiry in the future. While the customer service representative handles most consumer inquiries during the initial call, in some instances your call record will be escalated to a technical service specialist for advanced support. Technical service specialists are the technicians that perform repairs and refurbishments of our products in our Long Beach service facility.

All conversations with you and internal events related to a call record are documented in our centralized consumer relationship management system. This documentation permits our management and employees to monitor the progress of individual calls and measure the performance of our service levels.

Once your call record is closed, you will receive a consumer satisfaction survey to rate our service levels, assist with identifying areas of improvement, and determine individual service representative performance.

Product Repairs:

Most of the massage chairs that Human Touch sells are modular in design, particularly the HTT family of massage chairs. This design permits most repairs to be performed by YOU in your own home with parts and instructions supplied by Human Touch. In addition, Human Touch can provide a diagnostic checklist for most products that permits you to troubleshoot a product on your own. For those of you that need individual attention, the customer service department can talk you through common diagnostic issues.

While most of the massage chairs are modular in nature, some of you might not feel comfortable with performing your own diagnostics or repair. In these instances, for failures that permit field service, you may request an authorized in-home technician ( United States and major metropolitan areas in Canada) for a fee. These fees start at $225.00 for the first hour and $150 for each additional hour.

Warranty and Service Related Returns:

Human Touch's customer service will only issue Return Material Authorizations (RMAs) for massage chairs being returned to Human Touch's service facility in Long Beach, California, for authorized repair and/or evaluation. Human Touch will not issue Return Material Authorizations (RMAs) for, but not limited to:

  • Buyers remorse,
  • Returns for Credit,
  • Inventory overage/shortage/balancing Returns,
  • Freight Damage for shipments to end-user, except for DROP shipments direct from Human Touch (don't worry…your chair will be drop shipped directly from Human Touch to your door! Any freight damage will be taken care of by Human Touch.).

Any returns for the above items require a written request to the Human Touch sales manager for a return allowance through the sales channel.

For RMA returns, you are responsible for packing the product in the original box or in approved packaging that is available for sale from Human Touch. Shipping and freight coverage under this warranty requires scheduling by Human Touch and only includes "curb-side" pickup/delivery. Products received without a valid RMA number or one clearly marked on the box will be refused.

Human Touch is not responsible for any applicable duties, taxes and brokerage fees associated with returned parts or products.

If you are in Canada, you can contact:

Revenue Canada--Customs, Excise and Taxation
Goods and Services Tax Hotline: (613) 946-1919
http://www.ccra-adrc.gc.ca/
You should use Harmonized System (HS) number 9801.00.1012 on all of their shipping documentation as well as include the following information on their commercial invoice: "No charge: Warranty Repair Value for Customs purposes only."

Massage chairs returned to the Long Beach service facility for repairs generally require five (5) business days once received for service to be completed. Products received by the service center receive a full diagnostic of ALL mechanical systems. Any systems found to be deficient are repaired/replaced automatically if covered under existing warranties, or you will be provided a quotation for service if not covered by an existing warranty. In addition, the service facility will perform preventive maintenance and repair cosmetic damage caused by any mechanical failure.

NON-WARRANTY REPAIRS

Non-warranty repair is available on a "per incident" basis. Human Touch Customer service will verify the unit has failed, and provide authorization and instructions for receiving an exchange unit. A "per incident" charge plus applicable repair, parts, shipping, handling, and local tax will be charged for non-warranty repairs and support calls. In the first quarter of 2003, consumers will also be able to access a comprehensive ANSWERBOOK via our website which will provide product information as well as diagnosis, repair, and maintenance instructions for most of our products.

STANDARD CONSUMER WARRANTIES

Get-A-Way® Chair
(RMS-10 Model)

Field
Service

Factory
Service

Parts

Structural

New Products
(original box only)

NONE

90 days

1 year

3 years


HTT® Chair
(HT Models)

Model

Factory
Service

Parts

Structural

New Products
(original box only)

125 / 135

90 days

1 year

3 years

Human Touch® massage chairs are backed by limited warranties against defects in materials and workmanship. The warranty begins on the original purchase date and may consist of:

  • Field Service (In-Home): Human Touch will supply parts and schedule service with a third-party service provider to repair the chair at your location.
  • Factory Service (Labor): Human Touch will supply packing materials, cover return shipping to Human Touch, repair parts covered by this warranty and labor for repair work and return shipping to you when repairs are completed.
  • Parts Only (Parts): Human Touch will supply new or rebuilt, at Human Touch's option, repair or replacement parts in exchange for defective parts that are covered by this warranty and provide return shipping to you for repairs performed at the factory. It is your responsibility to return the defective unit to Human Touch in the original packaging or in approved packaging that is available for sale from Human Touch. Any repair or replacement parts will be warranted for the remainder of the original manufacturer's warranty period or ninety (90) days from installation by an authorized repair technician, whichever is longer. Replacement parts or units are your property; the replaced parts or units become the property of Human Touch.
  • Structural (Metal Frame): Human Touch will supply packing materials and repair parts covered by this warranty and return shipping to you for repairs performed at the factory. You are responsible for returning the defective unit to Human Touch in the packing materials provided.

CONSUMER WARRANTY LIMITATIONS AND EXCLUSIONS:

  • Warranties are only valid within the United States and Canada provided the equipment has been operated according to the instructions accompanying it. The warranty only applies to the product and does note include any accessories or enhancements.
  • Field Service is only available in the United States and major metropolitan areas in Canada. Field Service requires pre-approval and must be performed by Human Touch authorized field service personnel to maintain warranty coverage.
  • Softening of foams and filling composites in pillows, pads, and memory foam kits do not constitute a defect under this warranty as those items naturally soften with use.
  • Fading, wear and pilling of fabrics does not constitute a defect under this warranty as those conditions naturally occur with fabrics.
  • Natural markings, grain, and dye variations in leather does not constitute a defect under this warranty as no two pieces of leather are alike.
  • Shipping and freight coverage under this warranty requires scheduling by Human Touch and only includes "curb-side" pickup/delivery. It does not include any duties, taxes, brokerage, or other import/export fees. "In-Home" pickup/delivery (White Glove Service) is available at an extra charge.
  • For returns, you are responsible for packing the product in the original box or in approved packaging that is available for sale from Human Touch. Products received without a valid RMA number or one clearly marked on the box will be refused.
  • Warranties do not cover any loss or damage resulting from: improper installation, unauthorized repairs or modifications, improper use of electrical/power supply, loss of power; dropped product, a malfunction or damage of an operating part from failure to provide manufacturer's recommended maintenance; transportation damage; theft, abuse, misuse, neglect, vandalism, or environmental conditions (fire, floods, rust, corrosion, sand, dirt, windstorm, hail, earthquake, or exposure to weather conditions); loss of use during the period the product is at a repair facility or otherwise awaiting parts or repair. Damage incurred due to shipping and handling does not constitute a defect under this warranty.
  • Under no circumstance shall Human Touch or its representatives be liable for indirect, consequential, or incidental damages (including damages for lost profits, business interruption, bodily injury, medical, and the like), even if any party has been advised of the possibility of such damages.
  • Warranties are non-transferable and shall be in lieu of any other warranty, express or implied, including but not limited to any implied warranty or merchantability or fitness for particular use. Human Touch's sole liability and your exclusive remedy shall be for the repair, or at Human Touch's option, for the replacement of the defective part. Not withstanding the above, if replacements parts for defective materials are not available, Human Touch reserves the right to make substitutions in lieu of repair or replacement.
  • All Warranties begin on DATE OF PURCHASE, no allowance or extension is offered for delivery and/or installation.
  • Warranties do not apply to rental, business, commercial, institutional, or other non-residential users.
  • Proof of purchase (original receipt) is required for all warranty repairs or service.

*If, for some strange reason, you can't get a hold of Human Touch about your massage chair, you can feel free to call and talk to us at our toll-free number (1-888-259-5380).