Defective Rocker Recliner - Extended Warranty Issue
Posted Wed May 16, 2012 1:41 pm, by Dana G. written to La-Z-Boy Incorporated
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I am very frustrated with a purchase from LaZBoy and I am writing in order to seek some assistance. I purchased an expensive leather rocker recliner in the Langhorne, PA store on 5/3/2008. In order to protect the purchase, I agreed to the saleswoman’s suggestion of a Guardsman Elite Protection package which was also quite expensive, but I thought there would be a lot of value in the insurance. Being that this was a pricey purchase, I wanted to protect it. I have had nothing but problems with my chair from the beginning. The mechanism for the recliner failed shortly after receiving the chair. It was like asking for a million dollars cash to get the service folks to come and repair my chair. Now I am having a problem with the mechanism again, in addition to a defective finish on the leather in 4 locations. A piece of furniture should not have issue after issue when the chair gets minimal use. It is obviously defective. I have contacted the Guardsman insurance division on multiple occasions but they deny my claim and refer me back to the manufacturer. I contact LaZBoy and they refer me back to Guardsman. No one is willing to take ownership of the problem and assist me, and this was an expensive purchase which I expect to be satisfactory, especially since I purchased a pricey extended warranty. I have been trying to have this situation rectified for months and no one will help me. I would not be as concerned with the subpar level of customer care if I had not purchased the insurance on the chair. There is a reason people purchase protection packages. When there is a problem/defect, consumers who have purchased expensive additional coverage need to be assisted. At this point I have no idea why I purchased the additional protection, it seems to be worthless. At the very least I would like someone to come out and fix my chair, as I have paid for an extended warranty on the item! If no one is willing to look at the chair and repair it, I would like a refund of what I paid for the worthless extended insurance coverage. It is the right thing to do.
I cannot stress to you the amount of time I have spent trying to get my chair looked at for repair. I have spent hours over the past few months, I have spent hours at work on the phone holding, time making return calls to follow up, time sending claim forms in the mail, taking the requested photos, etc. I really need someone to step in and help me. I have had such a poor experience with both the quality of the product and the customer care, but I would really appreciate it if you could do something to change my opinion of your company.
I’d like to note that Lauren and Dan in the local store have been very pleasant and helpful, but in order to help me, they are going to need someone’s assistance at a managerial level. Please make this situation right. Thank you.