One of the things that I hold most dear in my relationship with my customers is the ability to tell them that the chair they are buying is backed by a massage chair company with a great warranty for their chairs. It is so important to me that my customer has the best support available when they buy a chair from me because they are committing thousands of dollars, often sight unseen, to a chair that is supposed to bring them pain and stress relief.
Nothing brings me, as a retailer, greater joy than to hear that my customer, who is having an issue with a chair, is getting well taken care of my the company that makes or imports the chair and that the problem is being, or has been, resolved. It should not be a surprise to anyone that sometimes things go wrong with an electronic/mechanical device. It happens to new cars all the time…it also happens, once in a while, to massage chairs. But, it is the response of the massage chair company to my customer’s problem that is what makes or breaks the experience, in my honest opinion.
There is nothing that brings me more misery and consternation, as a retailer, than to hear that my customer is frustrated because a problem with their chair is not getting fixed. I always counsel my customers to call me and get me involved in the process if they are having a problem with their chair AND having a problem getting good tech support from the company that made or imported their chair. I want my customers taken care of…abundantly well! I will get a call once in a while from a frustrated customer, sometimes friendly sometimes quite ticked off, who says that they contacted such-and-such massage chair company to get a problem fixed or a part replaced and then weeks later still nothing from the massage chair company. I can’t tell you how irritated I get when I get a call or email from a customer telling me that!
I will get involved and write emails or make phone calls to make sure my customer is being taken care of. It seems to help quite a bit when I do get involved. What bugs me though, is that I should never really have to get involved. If the massage chair company is doing their job in the face of a problem with THEIR chair, I should never hear anything except “they took care of it, dr. w.” But, that is not always the case.
Obviously, sometimes it is a misunderstanding or a timing issue, but it is when things are forgotten or ignored (perhaps hoping the customer’s complaint will go away?) or an unwillingness to take responsibility for an issue that is clearly the massage chair company’s issue that chaps my hide.
Most of the massage chair companies for whom I sell have a tech/warranty support department that will handle your call immediately or, at the very least, the same day. A couple of the companies do not have a department, per se, but have sales reps or company principals who will handle the support calls. It doesn’t matter to me how they have their infrastructure set up so long as they take care of my customers as seamlessly as possible.
I must say that I have been very impressed with the support given to my customers by Human Touch, Inada, and Infinite Therapeutics. Panasonic has good support but sometimes it is hard to get set up with a local authorized service center, as I have discussed in previous posts. I have not had any experience with Cozzia yet, so I will reserve judgement on that company. It is sometimes hard to get a hold of Omega, but they have taken care of my customers, as far as I am aware, when communication is established. You usually have to leave a message with them and they will get back to you within a day or two. Osaki takes care of my customers, but sometimes it takes a long, long time and a lot of follow up by yours truly and by my customer. That can be very frustrating.
Remember, if you are my customer and you find that you are having difficulty getting assistance from the company that manufactured or imported your chair, let me know and I’ll get involved with calls and emails. I will make sure you are taken care of.
Oh, and before I forget, if you are happy or unhappy with the support you received from a massage chair company, please feel free to leave a review of your experience with the chair and the company. Just go to the product page of your chair on our site and scroll down the page to find the “Reviews” section and share your experience with the rest of the world. Your review will be very helpful for other massage chair shoppers.
Dr. Alan Weidner