Dr. Alan Weidner:
Hello, I’m Dr. Alan Weidner from Massage Chair Relief. What you’re about to watch is Part 1 of my interview with Justin Milne, an expert massage chair technician here in Utah. Justin has been working with us for over 10 years, repairing customers’ chairs.

This interview was meant to be a single recording, but our internet went out midway through, so it cuts off at about 40 minutes. That first session was recorded on Wednesday, August 21st. We’ll be recording the second half with Justin next Wednesday, August 28th, at 3:00 p.m. Mountain Time.

We received great feedback on the first part — lots of people had additional questions, which we’ll include in Part 2. It’s a fascinating conversation because we get to see massage chairs through the eyes of a technician — someone who repairs them and knows what customers should understand before they buy. It’s very informative and helpful.

Without further ado, let’s jump into the interview with Justin Milne.

Dr. Alan Weidner:
Hello, this is Dr. Alan Weidner from Massage Chair Relief, and welcome to our monthly Massage Chair Relief LIVE broadcast. We’d like to welcome our viewers on YouTube, Facebook, and those tuning in through our website.

Our guest today is Justin Milne, owner of Advanced Fitness Repair here in Utah. He’s been a technician for us for many years. We’ll talk about his background shortly. We also have Stan Parrish, our Utah store manager, who’s currently working at our Northern California location. His camera isn’t cooperating today, so he’ll be joining us by audio and might chime in from time to time.

I’m especially excited about this broadcast because it’s a topic we’ve never covered before. Over the past year, we’ve interviewed representatives from many massage chair companies, but today’s conversation is different — we’re talking with the person who repairs the chairs.

Almost everyone who owns a massage chair for any length of time experiences a problem at some point. That’s what we’re diving into today.

Justin, welcome to the broadcast! Can you tell us how you got into the industry?

Justin Milne:
Thanks, Alan. I’ve been repairing massage chairs for over a decade. Originally, I worked on fitness equipment — I’ve been doing that since 2001. A few massage chair companies reached out to me after seeing how well fitness equipment techs transitioned into this field. One of the first was Brookstone, which, as you know, no longer sells chairs.

Once I started, the work really snowballed. I’ve repaired all kinds of chairs over the years — all across the market.

Dr. Alan Weidner:
That’s what makes your perspective so valuable — you work on many of the same chairs we sell, so you have insider knowledge. I feel like I’ve known you longer than 10 years!

Justin Milne:
Yeah, it might actually be closer to 12. I’ve been in the fitness repair industry for over 23 years now. A lot of gyms are adding recovery rooms with massage chairs alongside treadmills and other equipment. I handle both types of machines — fitness gear and chairs.

Dr. Alan Weidner:
For those watching, Justin and I actually did a video years ago comparing a $500 “cheap” massage chair to a high-end model — the Infinity Genesis. Many of those same principles still apply.

Justin, do you still see a big difference between cheap chairs and premium ones?

Justin Milne:
Absolutely. In this industry, you really do get what you pay for. A cheap chair performs like a cheap chair, and a quality chair performs like a quality chair. As a technician, I always tell people: go try chairs before you buy one.

Don’t just order online without sitting in it first. Sometimes a $5,000 chair feels better to you than a $10,000 one — it depends on your body type and comfort preferences.

Dr. Alan Weidner:
That’s a great point. A lot of people shop online, but they don’t realize how different each chair feels. You can’t rely solely on reviews, because companies only highlight the positive ones. Many people end up disappointed — the chair might not fit right, might be too strong or too weak, or it breaks down often.

Now, Justin, you’ve worked on all kinds of brands. Without naming names, would you say some companies are better at supporting customers than others?

Justin Milne:
Definitely. Some are excellent when it comes to warranty support and parts, while others are… not so great. I could tell you plenty of stories, but we’ll save those for another time.

Dr. Alan Weidner:
Fair enough! I really appreciate you being here — I know how busy you are. Stan works closely with you in Utah, so he’s probably heard plenty of the stories I haven’t.

Let’s talk about something you mentioned before: failure rates. For those who don’t know, a failure rate refers to how often parts or systems in a massage chair break down.

Justin Milne:
Exactly. A failure rate measures how frequently something fails — whether it’s mechanical or electrical. For example, if a massage mechanism fails repeatedly, that contributes to the chair’s failure rate.

Dr. Alan Weidner:
When I first entered the industry nearly 20 years ago, I heard companies claim their failure rates were only 2%. But over the years, I’ve learned that’s not realistic. Every company experiences failures, and actual rates are probably higher — especially after the warranty expires.

Justin Milne:
I’d agree. We track things more accurately now than in the past, but every manufacturer has issues. Some features or parts are more prone to problems than others.

Dr. Alan Weidner:
Right. And it seems like once a warranty ends, the chances of a breakdown go up — just like with cars or appliances.

Justin Milne:
Exactly. The longer you keep a chair, the more wear and tear you’ll see. The key factors are usage, environment, and build quality.

Dr. Alan Weidner:
Let’s dig into that — what contributes to higher failure rates?

Justin Milne:
The biggest factor is usage — how many people use the chair and how often. Other contributors include weight, pets (hair and fur can get into moving parts), and environmental factors like heat or humidity. Cheaper chairs, with lower-quality components, will also break down more easily.

Dr. Alan Weidner:
We’ve also seen unusual cases — like rodent damage.

Justin Milne:
Yes, I’ve seen that too many times! Mice love to crawl inside warm components, especially in winter. They’ll chew on wiring or nest inside the chair. I’ve opened up chairs and found fried circuitry — and sometimes even the mice themselves. It’s not pretty!

Dr. Alan Weidner:
Yikes! What about environmental issues like humidity or rust?

Justin Milne:
I don’t see much of that here in Utah since it’s dry, but coastal climates can definitely cause corrosion over time.

Dr. Alan Weidner:
Let’s switch gears — some people use their massage chairs constantly, even for hours at a time. Others sleep in them. Can you explain what a “duty cycle” is?

Justin Milne:
Sure. The duty cycle refers to how long a motor can safely run before it needs to rest. Every motor is rated differently. For example, if a motor’s duty cycle is 20 minutes, it should rest for about 20 minutes before being used again. Overusing a chair can shorten its lifespan or cause components to overheat.

Dr. Alan Weidner:
That makes sense — kind of like running an engine nonstop.

Justin Milne:
Exactly. Even premium chairs can fail if they’re overused or not properly maintained.

Dr. Alan Weidner:
Are there particular components that fail most often?

Justin Milne:
Yes. On older chairs, the most common issues are worn massage mechanisms, inner cloths, and back pads — all wear items. On newer models, problems vary but still often involve the massage mechanism, since it has the most moving parts and motors.

Dr. Alan Weidner:
For those watching — the inner cloth is the fabric layer between your back and the rollers. If it tears, it can cause damage to the mechanism if not replaced quickly.

Justin Milne:
Exactly. Most high-end chairs have zip-in liners you can replace easily, but cheaper chairs often have sewn-in fabric, which can’t be replaced.

Dr. Alan Weidner:
What about full mechanism replacements — are those expensive?

Justin Milne:
Yes, they can be. A full massage mechanism — including all motors and sensors — can cost anywhere from a few hundred dollars to over $1,000, depending on the model.

Stan Parrish:
I’ve seen firsthand how cleanliness affects a chair’s life. We’ve moved chairs during deliveries or house cleanings, and some are spotless — even after eight years. Others are full of pet hair, food crumbs, and sticky residue. That stuff absolutely shortens a chair’s lifespan.

Justin Milne:
Absolutely. Dirt, food, and hair attract rodents and clog components. Keeping the chair clean really does make a difference in how long it lasts.

This is Dr. Weidner.  Thank you for listening and please tune in for Part 2.