Transcript of Video Titled "Massage Chair Industry Update - February 12, 2018"
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Alan: Hi, I'm Dr. Alan Weidner from 'Massage-Chair-Relief.com' and today is our biweekly massage chair industry update for Monday, January 12th, 2018. Happy Valentine's this week, hope you're doing something special for your loved one. I've been, I'm still sick with this cough and this cold, so pardon me for my voice. It's probably not as strong as it needs to be, and I hope you can understand everything I'm saying. I'm still kind of congested and whatnot, but anyway, let's get down to business.
[SCREEN TEXT: Titan Jupiter XL Now on our Site]
Alan: We have the new Titan Jupiter XL up on the website. That chair – and I need to, I think I mentioned, at some point, I think I did, because I got some feedback on this – that the Jupiter XL does not have calf rollers. I was under the – I think I mentioned it somewhere – that it does have calf rollers, but I have been told that it does not have calf rollers. So, if I did say that in a previous broadcast, I apologize, no intent to mislead. But I think the information I – well, I can't even remember – I can't even remember what the situation was. But anyway, I just want you to know that the Jupiter XL, which is a Titan chair, it's an L-track, a 3D L-track, that can handle people up to 6' 6", and it's only $3995. For a 3D L-track, that’s inexpensive, that’s the most inexpensive 3D L-track that we carry, and anyway, this chair, it's a good bang for the buck. The 3D feature is a little different, it does not have a manual 3D-adjustment feature, where you can incrementally increase the depth of the rollers, or pull them back incrementally, there are different programs. Some programs have the retracted rollers, some programs have the fully deployed rollers in to the back, and so it's 3D, but it's a little different from the typical one, where you have a button that incrementally increases the depth or decreases the depth of the rollers. So, just so you know, but the Jupiter XL is designed for a bigger body. It can still handle a smaller body, apparently, it can fit people just under 5', so but a very versatile chair in terms of what it can handle in height, and it also seems to have all the features you'd want in a 3D L-track, including foot rollers, and airbags galore, and it's a good bang for the buck.
[SCREEN TEXT: Cozzia Qi Redesign and Price Drop]
Also, the Cozzia Qi, which is the fancy chair from Cozzia, which has a very sophisticated scanning system that kind of is dynamic, as the chair session goes on, but this chair used to be priced at $ 7990, or sorry, $9995, or $9999, now it's down to $7999. They have changed the price, and so it's quite a bit more in line with what a lot of the other high-priced chairs are. They have also – and I mentioned this before – they’ve also redesigned the chair in terms of how it can be assembled. Before, it was fully assembled, and it was difficult to fit through some doors, because the box was 36 inches wide, and a typical doorway is 32 inches, and in a house sometimes, the width is even less, but now they’ve redesigned it so it can be packed in to three different boxes, which is pretty typical of the bigger chairs nowadays. And so, that chair will fit in to a typical, or a more typical passageway in homes, so they’ve dropped the price as well, so that’s kind of interesting for the Cozzia Qi, which is a very, very good chair.
Alan: Ogawa has their Valentine's Day sale, which is basically a continuation of their New Year's sale. So, you can continue to get, I think, $1500 off on the Smart 3D, $200 off on the Touch 3D, and speaking of the Touch, and the Smart 3D, I wrote a review, or not a review, but kind of a comparative review on my blog last week that talks about the differences between the Touch 3D and the Smart 3D chairs from Ogawa. The Smart 3D basically, the main difference is that that chair had a Samsung tablet that came with the chair, and that became your remote control. You would download an app from off the, you know, off the Droid Store, or App Store, and then you would download the app from Ogawa, and then you could operate the chair from that app. Well, they came up with the Touch 3D, which is a wire-connected remote, because we found that it, in some instances, where the wi-fi was not steady, or not consistent, sometimes the chair, the tablet would lose connection, the Bluetooth connection, with the chair, and so you couldn’t operate the chair from the remote control, or from the tablet. You'd have to use some smart keys on the side of the – on the chair arm handle, but it wasn’t a full – those keys did not allow full functionality of the chair, as the app did. So, that chair, they kind of redesigned, I mean, it looks exactly the same, but they redesigned the programming, so now it has a wired remote. It has less programs, nine, instead of 17, and you can't download updates, upgrades, to the programming, like you could on the Smart 3D. So, those are the primary differences, but you can take a look at that on my blog, if you'd like to get in to more detail on the differences between those two chairs. They're both well-priced chairs for the money, for what you get for the money is, it's a good bang for the buck, especially with these sales on right now. Let's see, what else can I tell you.
[SCREEN TEXT: Pre-Owned Directory Deals]
Alan: Oh, we have our pre-owned directory now, and I mentioned this before, that after Christmas, which is the busiest time of the year for us, of course our returns increase as well, and if you go on our website, and you go to the 'Current Deals' option on the navigation bar across the top, you'll see the pre-owned directory is one of the links. And right now, we have a ZeroG – or sorry, yeah – a ZeroG 5.0 'Bone'-colored chair from Human Touch. It's regularly $2999, and we have that on for $1999. It's only a couple of months old, perfect shape, and by the way, when these chairs come back to us, I have my delivery guy in Southern California go through them, and make sure everything's right, and make sure the chair is packaged right, and make sure there's no damage to the chair. So, these chairs have been, you know, checked. They’ve been – what do you call it on a – when they sell used cars, it's kind of like certified, factory certified. Well, these are showroom-certified chairs. We also have a 'Black' Luraco iRobotics 7, regularly priced, as you know, for this American-made chair, at $8490. We're selling the used one for $6490. It is also two months old, and also in excellent condition. But you know, when we have inventory we've got to get rid of, we sell them for a very good price. And I believe we have a Novo coming back, a Novo XT, I think it's a 'Brown' one, and that one we'll be selling for $5999 when it's on the website. But keep an eye on the pre-owned directory, they usually go pretty fast. We just got these ones up on the weekend. If you're interested in them, go ahead and order them right away. If we don’t have Novo up, we don’t have it up on the website yet, but if you want it before we do, just call me, or call us, and we can get that chair to you, we can get your order taken for that chair. So, anyway, the pre-owned directory is a good way to save some money on a virtually new chair, which still has all the warranty intact, by the way. We don’t do white-glove service on the pre-owned chairs, but we do offer the continued, you know, the Lifetime Labor warranty that we have. There's no returns on them, you know, when you buy it, you get it, and it's yours, and the factory warranty, the remaining, you know, five years, or three years, or whatever, or one year, depending on the chair, is still intact. So, anyway, it's really a great way to save some money, and remember, when you buy a massage chair, and you're buying a used one, unless you're buying it from an authorized dealer, the warranty will not transfer. So, these are the chairs that have been returned to us, the authorized dealer, and we resell them, the factory warranty is still intact. If you're buying privately, through a, you know, a Craig's List, or other, some kind of, you know, neighborly sale, or whatever, the warranty will not transfer, so just be aware of that.
[SCREEN TEXT: Make-A-Wish Donations Update]
Alan: We're up to $41,375 on our Make-A-Wish donations, which is phenomenal. I couldn’t be happier, and I still haven’t included the December donation, which should be about, oh, I don't know, a couple thousand dollars more, and but anyway, I just wanted to thank you, because you know, we don’t say this, we don’t have this verbiage on the website because we're not allowed to, but a portion of every sale, every chair that we sell – and we've been doing this for years, I think for the last five years – goes to the Make-A-Wish Foundation, and so we're just extremely grateful for people who trust us with their business because, not only do we give you a great chair, and at the best price, and the best warranties, etcetera, but we also get to give the Make-A-Wish Foundation, as a result of your purchase from us. So, thank you very, very kindly for that. I'm a big advocate of the Make-A-Wish Foundation. I just love what they represent, and the people who get the benefit of the Make-A-Wish Foundation, which is kids, and I've got six of my own, and five grandkids, and I just love kids, and I've got a daughter with diabetes, and so I'm a little sensitive to the health issues of children, but thank you for donating, or buying a chair from us so that we can donate a portion of that sale to the Make-A-Wish Foundation.
[SCREEN TEXT: Shipping, Delivery, Returns Suggestions!]
Alan: OK, my voice is almost gone, but I just want to talk about a couple things regarding delivery and return-delivery shipping issues, and these come from our experience with customers, and these don’t just apply to us, but they apply to anybody that you're – if you buy a chair from anybody – these are things that you'll want to take note of. Number one is, when you get your chair from the delivery company, count the number of boxes, especially if it's not a white-glove delivery, if it's a regular curbside delivery, which most people get, they will give you a delivery receipt that they will sign, and you make sure that when they drop off that box, those boxes, of that chair, that if it says, look on the form, if the form says three boxes, make sure you got three boxes. If it says two boxes, make sure you’ve got two boxes. If it says one box, make sure you don’t have two boxes and three boxes. We had a customer in Florida that bought a chair, and there were supposed to be four boxes, and there was one box missing, but she just thought that all the boxes were there, because there were three boxes, and you know, every chair is different. We don’t tell people, you know, 'Expect this many boxes.' Maybe we need to do that, but we don’t typically do that, so you need to look at the form, the form that comes from the shipping company, from the massage chair company, and see what it says. If it says three boxes, make sure you’ve got three boxes. Do not sign off until you have seen three boxes, or you’ve got three boxes. Also, if there's damage to the box, even if it looks like it's minor damage, make a mention of that on that sheet, on that delivery receipt. Say 'Damage to, you know, bottom left corner,' and take a picture of it, and also take a picture of the receipt, and once the guy has filled it in, and you sign off on it, then take a picture of it. You know, sometimes if the chair comes and there's damage to the chair, it's way easier just to have that part replaced than it is to decline shipment, and return the chair. Go ahead and set up the chair, if there's an armrest that has some damage to it, or something's wrong with the chair, you know, call the person that sold you the chair, and have them find out if the massage chair company wants you to refuse delivery on it. But if there is any kind of damage to the chair, or to the box, make sure that you annotate that on that delivery receipt, and then take a picture of the damage, take a picture of the delivery receipt that shows that that information's on there, and keep that, you know, in case you need that for record with the shipping company, or with the massage chair company, once that damage has been reported. So, that is a very, very good tip, I would follow it if I were you. Also, speaking of taking pictures, if you are returning a chair, to us, or to whomever, make sure that you take pictures of the chair before it ships, all kinds of pictures, all – because what might happen – and I'm assuming that everybody is honest out there, and they're not going to try to rip anybody off, but you know, for us, when you return a chair to us, and there's damage to the chair, and it's not caused by the shipping company, or even if it is caused by the shipping company, we you know, well, no, if it's not caused by the shipping company, you're responsible for the repair of that damage. If it's caused by the shipping company, the shipping company's responsible for that. Either way, take pictures of your chair before you ship it. If it's in perfect condition, make sure that that is documented on film, or on digital, you know, prints, because if, you know, let's say a chair comes to us, and we see that there's some damage to the chair, and it's not shipping damage, we will notify you that there's been damage to the chair, and that you will be responsible for the repair of that damage, if it's not covered under warranty. Well, if you’ve got video, or still photo record of that chair, and it's in perfect shape, and we see that there's damage after we received it, and then when it left your place, it was in perfect shape, well then, we know that it was a shipping problem. Something happened on route to the chair coming back to us, and so then we know we have to go after the shipping company to take care of the cost. So, anyway, take pictures, because whether it's us, or whoever else you buy the chair from, if you return the chair, and they claim that there's a problem with the chair, and it's your fault, you better have some documentation that the chair was fine when it left. Now, if there's a functional problem with the chair, and they get the chair, or we get the chair, and you know, the warranty will usually cover that, so I'm not too concerned about that, but if it's damage to the chair itself, like you know, a scratch, or a scrape, or a piece missing, or something, that is something that falls on the shoulders of either the customer, or the delivery company, and if you’ve proven that everything was just dandy when the chair left your place, well then, it's not on your shoulders. OK, also, keep all the packaging for your chair, and I would recommend this for anybody, not just because you're buying from us. Any chair you buy, whether it's from us, or any other retailer, keep the packaging until you know for sure that you don’t want to return it, because if you do want to return it, and you got rid of the packaging, well, guess what? It's going to cost you a lot of money. If it's shipped back in the original packaging, it's still going to cost you. It doesn’t cost you if you buy from us, because we have free shipping, and that applies to everybody, and there's no back-billing for the original shipping, which some companies do as well, but your chair is, you know, return shipping is completely free, unless it's purchased with Synchrony Bank, then we've got to deduct the processing fees. But sometimes, when people get their chair, they're so excited about it, and they don’t think about it, and the white-glove company takes off with the packaging, which is what they're supposed to do, or if you got it, and you’ve already broken down the boxes, and put it in the garbage can, and the garbage man comes and picks it up, and a week later, you decide 'I don’t want this chair,' well, guess what? You're going to have to get that chair packaged up and get ready for shipping back to the massage chair company. In our case, you have to pack it up and have it ready for us to come pick it up for you, but if you have no packaging, then there's a problem, because number one, the chair is going to be probably wrapped up in blankets, and that shipping saran wrap that you can get at Costco or Walmart, or not Costco, but Home Depot, or Walmart, or Harbor Freight, and you're going to have, you should put it on a pallet, because that chair is going to be more costly, because it's not packaged right, and there's a greater possibility for damage. Now, if you don’t package that chair right, and it's just wrapped up in plastic and a blanket, and it's damaged in shipping, that does fall on your shoulders, because it's not in the original packaging. So, just really be careful with that. I've seen people get burned with that, and it's just the best word of advice I can give you is keep the packaging until you know for sure you're going to keep that chair, and if it's a white-glove delivery, their job is to take the packaging away. That’s part of the beauty of white-glove delivery, you don’t have to deal with the garbage after, and there's a lot of packing material, but if you're not sure you're going to keep that chair, keep the packaging. You can put it in your garage, or storage shed, or whatever, just keep that packaging so you’ve got it in case you want to return the chair, and then once you know for sure you don’t want to return it, chuck it all away, and one last thing as far as shipping and return shipping goes. If you are returning your chair – and here's the problem, you're responsible for getting that chair packed up, and shipping it back, or getting it ready for pickup, to ship back – at least with us. Other companies may say, you know, you're on your own, you call UPS Freight, and arrange for pickup and delivery back to us, or whatever. We don’t do it that way, we'll arrange your shipping, whether you pay for it, or not, whether there's a component that you pay for, or not. And remember – oh, and as far as we go, if you do not have the chair packed up in the original packaging – then you will be responsible for 50% of the return shipping, because the costs are so high, and we don't want to bear that full cost of shipping, you know, if the packaging was not kept. But here's the problem, sometimes, you know, an elderly couple, or an elderly man, or an elderly woman purchase a chair, and the chair comes, and gets set up nicely for them, and even if they do keep the packaging, whether they keep the packaging or not – but I, of course, keep the packaging – and they decide they want to return it, you know, getting the chair ready to return to us is on you. You have to make sure you get that chair packaged up. A couple of things I would strongly encourage you to do if there's a possibility of you returning the chair, get the name and phone number of the company that delivered the chair to you, especially the white-glove agent, because if you want to bring that chair back, you going to have to get that chair packaged up, and the best people to do it would be the people that assembled it for you in the first place. So, get their name and phone number, and if you want to return the chair, call them, and say 'Hey, I've got the boxes and the packaging here, I just need you guys to come and package it up, and get it ready for return shipping, and it'll cost, but it'll take the burden off your hands of having to package up the chair. That’s the first piece of advice I'd give you. The second piece of advice I would give you is, if you had regular curbside delivery, they may not have the manpower, or the wherewithal, to package up a chair. The white-glove agent does, of course, because they assembled the chair, they can take it apart again and package it up, but if you have regular curbside delivery, you may be stuck for getting the chair assembled. Most people do it on their own, but what happens if you're too old, and you can't lift the chair, and you can't move it in the box, which is a very real concern, then I would recommend googling furniture movers in your area. Go online, go to Google, type in, or Yahoo, or whatever your search engine is, and type in 'furniture packing' or 'furniture moving,' and I've done this for customers before, and a whole list of companies will come up, and you can just start calling, and saying 'Hey, I've got a chair, it needs packaging up, can you do this for me, and get it ready for shipping?' And they’ll strap – oh, and I'll talk about that in a minute too – but that would be the best way to go about doing it. So, there are some tips – and that, I was just talking about the strapping – here's another tip for you. If you're packaging up your chair, and it's in the original packaging, get some straps from again, Home Depot, or Walmart, or Harbor Freight, or whatever your local store is, get some of those cinch straps, where you can wrap it around the chair, and cinch up the big box. The smaller boxes, usually, you can just do with tape, like with some packing tape, but for those big boxes, if you don’t, that chair may come apart in delivery, or in shipment, and you will be responsible for that. You are responsible for making that chair ship worthy, and you don’t necessarily have to strap it to the pallet, even though that would help, but you want to strap that box shut with those cinch straps, or something, to keep it sealed up, because you don’t want it be damaged on the way back, or else you'll be on the line for it. So, anyway, there are some great tips, take them for what they're worth. Anyway, those are just life lessons learned in the massage chair industry, through years of dealing with customers who have had all these things come up. And if you look at our return policy, and our exchange policy, it's pretty specific, like there's a lot of points in there, and the reason we do that is because those are all questions that customers have come up with, or situations that we've seen come up with, where we had to, you know, we had to put those stipulations in there to protect us, and to protect the customer.
[SCREEN TEXT: 888-259-5380]
Alan: So, anyway, if you have any questions, give me a call, on anything, and you can reach me at 888-259-5380. I'm always available, and if I'm not here, and you can still talk to Michael, or Dom, or anybody at the showroom, I would happy to visit with you.
[SCREEN TEXT: Please "Thumbs Up" Like This Video!!]
Alan: Anyway, I'm Dr. Alan Weidner from 'Massage-Chair-Relief.com.' I hope you found this video helpful. Thank you for tolerating my ridiculous lost voice, still, hopefully in two weeks from now, it'll be better. But if you found the video helpful, please feel free to thumbs up 'Like' us on YouTube. And of course, help us spread the word about massage chairs by sharing this video on your Facebook, Google Plus, Instagram, Snap Chat, Twitter, LinkedIn, we just appreciate you helping us spread the word, and I hope you have a magnificent day, and I'll talk to you again in two weeks. Bye bye.
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