Secretlab Spare Parts
Amazing Chair with 2 drawbacks.
The packaging and included tool kit were incredible. It was such a great experience I had my partner buy a chair from SecretLab as well. However, a few months after normal use the armrests cracked from the poor material/engineering and my partner is experiencing the same thing. We looked it up online across different platforms and this is a commonly experienced issue. SecretLab's customer service sadly placed the blame on me rather than forwarding this feedback to the engineering team to resolve this issue for their chairs moving forward. They also claimed this is normal for their armrests to crack within a few months and their warranty doesn't cover that but they would do me a solid this one time and send a replacement. Now I'm scared to ask for a replacement for the other armrest and I still haven't put on the one they sent because the build looks the exact same. If they would just honor their warranty and fix their error, I would immediately buy their AoT chair and continue to support them. But as things stand now, their poor customer service and lack of effort to improve the build quality of their armrests is keeping me from being a returning customer. This company has so much promise that it's a shame to see the customer service hold it back from delivering the best gaming chairs for the price.
Great customer service and quick response to help with the replacement.
Great Chairs and Excellent Service
The chair has been excellent and it was everything I hoped for. Upon arriving my chair came with 2 left magnetic armrests and no right one. A few quick messages to their service center later and my right armrest was on its way and arrived a day or two later.
Great Customer Service
I have had my chair (Titan XL) for less than a year and already had a couple of issues with it. The chair is rated for 395 lbs and I weigh 280. The arm rests started splintering at the mold line and the backrest broke where the bolts from the seat hold it together. This all happened from normal daily use. That said, in both instances customer service got right back to me and sent me a replacement right away. They claim to have the most durable chairs on the market, obviously not true from my experience, but their customer service has been great so far.
Easy to use, and came packaged nicely with the necessary tools