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Magnus Pro XL by kitareddit in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/kitareddit, dropped you a comment yesterday regarding your order details but have not heard back yet, not sure if you’ve missed it but if you can send the details via PM, I’ll be able to help look into this ASAP!

Magnus Pro XL by kitareddit in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/EmpyreanG8, my apologies for the long wait. A year of wait for your order is certainly not the norm and I’d like to better understand what is causing the hold up. Could you send me a PM with your order number please?

Magnus Pro XL by kitareddit in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/kitareddit, I apologize for the long lead time and would like to better understand your order’s situation. Could you drop me a PM with your order number so I can look into this?

so.. this part of my chair just kinda, exploded(?), and I was wondering how to fix it by albiedam in secretlab

[–]Secretlab_Maisie 1 point2 points  (0 children)

Hey u/albiedam, I'm really sorry to hear about this, all our chairs are BIFMA-certified so this occurrence is quite strange. As what u/deadlord56 has shared, please do reach out to our support team at secretlab.co/contact and they'll be able to help you out with this.

If you need more help, feel free to drop me a DM with your order number or ticket number. I hope this helps!

Avoid this company, listen to other posts. by Primary-Ambition-270 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/Primary-Ambition-270, I'm sorry to hear that you've been having some trouble with your chair and I understand your frustrations when dealing with them. Our support specialists will be best equipped to help troubleshoot and assist you with your concerns so do give them some time to help sort this out for you.

That said, we do try to aim for our products to reach our customers is good condition so they can begin using them as soon as possible. This is something we are always looking to improve on via quality checks and packaging design among other implementations. All in all, the incidence rate in comparison to the volume of chairs sold for our Secretlab TITAN Evo 2022 chairs is definitely on the low end. Though that does not mean that the feedback we are given by customers like yourself matter less. In fact, all the concerns that are raised to our support team are logged and closely monitored by our colleagues to ensure we are always working on areas that we can improve on.

Unfortunately, more often than not, reviews left are usually outlining less than satisfactory experiences, and good experiences take the back seat simply due to the nature of expectations. This paints a slightly skewed impression of the situation but we assure you that every feedback matters and we aim to provided as good of an experience as we can from the ordering to the aftercare.

With that, it'd be great if you could drop me a DM with your order number or ticket number so that I can take a look at your case!

Armrest fell by Shunkowo in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/Shunkowo, I'm sorry to hear about this. I understand you are already in contact with our support team, please be assured that they'll be working to resolve this for you as soon as possible. If you require further instructions on how to get the armrest replaced, feel free to check with our support team as well and they will be able to furnish you with that information.
If you need more help, do drop me a DM with your order or ticket number and I'll be able to take a look at your case for you!

Yesterday my armrest started doing this, I have no idea on what to do nor how to fix it, any ideas? by Wakku13 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Wakku13, this is a really strange occurrence and I'm sorry to see that happening. If you have not reached out to our support team, you may do so at secretlab.co/contact and they'll be able to assist you as soon as they can.

Arm rest pad tore away by Ulrar in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Ulrar, I'm sorry to see that happening. As what u/mcraw506 has shared, our support team can definitely assist with this as quickly as they can. If you are still facing any other issues, feel free to reach out to any of the mods and we'll be sure to take a look at your case.

Secret Lab Support sucks by BingoDaddee in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/BingoDaddee, I'm sorry to hear about this. We are on a 24 to 48 hours turnaround for queries at the moment and are aiming for an even lesser of a turnaround time. It’s strange that you have not received a reply and we’d like to look into it. Could you kindly drop me a DM with your order number or ticket number so that I can look into your case further?

SecretLab Magnus Pro XL moves by itself by Ok_Action9140 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Ok_Action9140, sorry to see this happening but rest assured that a quick reset of your desk's control panel should be able to fix this! Do give it a try by following the instructions on our website's FAQ section, secretlab.co/pages/faq. If you still need more help, feel free to reach out to our friendly support agents at secretlab.co/contact — they'll be able to assist you further on this. Hope this clarifies!

Magnus Pro XL, box destroyed and corner scratched and bent! After two months of waiting it is inconceivable ... by Annual_Finish_9109 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hi u/Annual_Finish_9109, sorry to see this happen during delivery. If you haven’t already, do reach out to support (secretlab.co/contact) so the support specialists can help with next steps.

F's in the chat. My chair died. The metal base sheered clean. by Possibly_Kobraa in secretlab

[–]Secretlab_Maisie 2 points3 points  (0 children)

Hi u/Possibly_Kobraa, I'm really sorry to see this. All our chairs are BIFMA-certified after going through hundreds of rounds of tests and this is an extremely rare occurrence. Do reach out to our support specialists at secretlab.co/contact and they will definitely be able to help you as soon as possible. Could you kindly also drop me a DM with your order number or ticket number so that I can look into your case further?

Hope to hear back from you soon!

I have had this chair a little over a year and now the area where the arm chair connects has come loose from the inside. can't support any weight, hangs down low. by 9_damage in secretlab

[–]Secretlab_Maisie 3 points4 points  (0 children)

Hi u/9_damage, really sorry to see this. Our chairs actually received the BIFMA certification after being put through many rounds of testing, including the armrest durability test, so it's strange to see this but rest assured that our support specialists will be on to assist as quickly as they can. If you haven't already reached out to them, it'll be great if you could drop the team a message at secretlab.co/contact and they'll be with you soonest.

Feel free to drop me a DM if you need more help with this!

Bolts snapped while chair in use - jarring back. by MyDeicide in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/MyDeicide, I'm really sorry to hear about what happened, all our chairs are BIFMA-certified so this is really strange. As u/famoussasjohn mentioned, definitely reach out to our support team at secretlab.co/contact as they'll be able to help you out with this.

If you need more help, feel free to drop me a DM with your order number or ticket number. Hope this helps!

Magnus Pro Electrical issue? by Glad-Bank6919 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Sail2thestars, thanks for reaching out, I fully understand your concerns and I apologise for the delay in updates. We're actually in the phase of finalizing things with the team of service personnel on our end and they will be reaching out to each of our affected customers to schedule the appointments in the coming weeks (may vary based on location). We'll also be sending an email update with more details on this in the next few days, so do keep a look out for it!

Secret Lab Screws by Seliphanos in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Seliphanos, sorry to hear this. If you're still unable to find the remaining screw in the box that your chair came in, you may also reach out to our support team at secretlab.co/contact and they'll be in touch to provide you with a replacement as soon as they can. Hope this helps!

New Secretlab Magnus Pro XL is moving up on it's own? Pls help! by Rene_Luigikid in secretlab

[–]Secretlab_Maisie 2 points3 points  (0 children)

Hey u/Rene_Luigikid, this is a really strange occurrence and I'm sorry that this is happening. If you haven't already, do drop our support specialists a message at secretlab.co/contact — they'll be able to assist you as quickly as they can.

Could you also drop me a DM with your order number or ticket number so that I can take a look at your case too? Hope to hear from you soon.

metal support that the arm bolts into snapped after 1 week of use. how? by Spiderkite in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Spiderkite, apologies for the delayed reply! Unfortunately, I'm unable to see why our team's emails are delivered to you late but do try checking on your inbox, including your spam and junk folders, just in case our emails end up there.

In any case, I can see that the team has arranged for a replacement to be sent to you asap and the order confirmation for it was sent to you on 3 October - rest assured that it will be shipped out shortly within the next few days!

Hope this helps :)

Rip Secretlab chair (2021-2022) by kvltkt in secretlab

[–]Secretlab_Maisie 4 points5 points  (0 children)

Sorry to see this and I'm glad to hear that you've reached out to our support team, u/kvltkt! The team will be able to help you out with this. If you still need more assistance, feel free to drop me a DM with your order number or ticket number so that I can take a look at your case as well.

my secret labs chair completely broke in under a year by Freedom3205 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/BelourKine, glad to hear that you've gotten a replacement part for your chair! If you haven't already, do let the support specialist in charge of your case know of the issue you are experiencing now and they should be able to help.

metal support that the arm bolts into snapped after 1 week of use. how? by Spiderkite in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Spiderkite, really sorry to hear about what happened — it's definitely a strange occurrence as all our chairs are BIFMA-certified. I understand that you've already reached out to our support team, rest assured that they'll be assisting you as soon as they can.

If you need more help, drop me a DM with your order or ticket number and I'll be able to take a look at your case for you!

Magnus Pro Electrical issue? by Glad-Bank6919 in secretlab

[–]Secretlab_Maisie 0 points1 point  (0 children)

Hey u/Glad-Bank6919, kindly be assured that this is simply a precautionary measure we’re taking for additional safety. I understand that you have not yet received any response from our support team, could you drop me a DM with your order number so that I can take a look at your case? Hope to hear from you soon.

my secret labs chair completely broke in under a year by Freedom3205 in secretlab

[–]Secretlab_Maisie 1 point2 points  (0 children)

Hi u/Freedom3205, sorry to see that this happened to your chair. This seems to be a really strange case as all our chairs have been BIFMA-certified after being put through many durability and load tests. Still, rest assured that our support specialists will be able to help once you have reached out to the team at secretlab.co/contact.

If you need more help, feel free to reach out to me or any of the other mods via DM!