I wanted to write a quick post about some great customer service I just experienced. A little over a week ago a caster on my Sealy Posturepedic office chair broke. Initially one side of one wheel broke at the axle and came off, and then the next day the whole caster broke into pieces. It's a 5 pointed star design chair, so I've been surviving with it on just 4 casters ever since. I finally had a moment today to call Sealy and see if there was anything they could do about this. I dialed in, pressed zero for customer service, and within 3 seconds I was talking to someone. She passed me onto someone in the chair department, and quite litterally he picked up before it even rang on the transfer (on my end) - nearly instantanious tranfer. I said I had a caster break - he asked about the purchase (and chair model) and said no problem and took down my mailing info. He said they would send a set of all FIVE casters out before Friday of this week. Honestly, the whole transaction took 2 minutes, and they were very curteous.
If you ever need the number for Sealy Posturepedic customer help it is 1-888-217-2577 and press zero for customer service. I have really enjoyed this chair, and I am very happy that they are taking such great care of me.
14 comments:
Thanks for this post. I was looking for the Customer Support number, couldn't find it anywhere but your blog post. I'm also a huge fan of the Sealy Posturepedic office chair I bought three years ago. This week, two of the casters broke the sides of their sheaths, so they keep falling off the chair. I called customer service, a human picked up the phone on the first ring, and in less than five minutes (after verifying chair model and my address) advised that the replacement star base would be shipped tomorrow. It's refreshing to see some companies still believe in customer service. And really nice that they're replacing the part gratis. :)
Considering the initial price of these chairs, I think they can send us a few spare parts without severely damaging the profits!
Thhanks for posting the number. I just got off the phone with them. I'm noticing the ends of the bolts that attach the base plate to the seat cushion coming up through the seat cushion (had it about 2 months now). If you press down on your seat cushion just behind the seam line, you may feel them as well. I'm wondering if I should use washers or spacers to keep the bolt ends from protruding so high, or if something may have been missed in assembly. At any rate, Customer Service is sending out another complete seat cushion at no charge and virtually no questions asked. That's service rarely found anymore!
Tibber,
Happy to be a help to you. I suspect something got missed in your build, as the bolts on my chair cannot be felt, and I'm a big guy who really compresses the seat cushion.
But like I said, their customer service is AMAZING!
...and Sunday, I was sitting in the chair holding my 16-month-old, and the weld that holds the post to the back snapped, sending me flying to the horizontal (probably would have dumped us both on my head, but my legs caught me on the underside of the desk!). Unzipped the back and verified the weld was totally gone. Called support today, and they're sending a replacement back out. Happily, the seat and arms are still working well. :D
Okay so I may be slow on the uptake but I just bought my chair and cannot get the wheels to slide into the caster (I think that is what it is called.) I tried customer service and they are closed till Monday. Any thoughts?
Unless the design has changed, they just press in. It is a tight fit, but that keeps them in place long term.
Thank you. I was scared to push too hard in case that was wrong and cause something to break. Now that I was told it was correct I did just that. Now on to step 2. :-) I may be back for more advice as this is my first time assembling anything.
I have the same office chair and the hydraulic cylinder leaks. Sometimes slowly, sometimes a sudden drop. I called the number on the top post and in less than three minutes, I had a new part on the way and my chair has to be at least 4 years old.
Great people and great service.
I have the same office chair and the hydraulic cylinder leaks. Sometimes slowly, sometimes a sudden drop. I called the number on the top post and in less than three minutes, I had a new part on the way and my chair has to be at least 4 years old.
Great people and great service.
I too love this chair but somehow the right armrest broke while I had the cushion off to repair it. The plastic holding the right arm cushion is what broke. I am hoping I can find my receipt! Thanks for posting the number.
Tim
About 4 weeks ago this chair finally died. I leaned over to my right to get something that had fallen off the desk to the floor, and I felt the whole mounting plate that attaches the base to the seat start to give way. The whole chair bent over to the side with the seat now at about a 20 degree angle. Flipped the chair over & sure enough the metal had torn & fatigued. Considering I'm a big guy, that was a very good run. I'll certainly be buying another one.
mrclm - did you ever find a location to buy a replacement?
My seat plate just failed, as well - and when I called the customer support line (at 11:54 PST, Tuesday 14 Jan 2014), I got a recorded message "If you are calling for replacement parts, or for warranty issues, please send an email to parts@chairworksmg.com and include the model number and a description of the failure". Figured I'd leave that here, in case it's helpful to anyone else.
I tossed the chair and literally have been suffering since. I need a new office chair something fierce. I've been using a very old beater that was sitting around the church for years. Not comfortable nor good for my back/body.
Post a Comment