Herman Miller Aeron Chair - Warranty Claim

Melb69 on 06/02/2019 - 19:40
Last edited 06/02/2019 - 19:58 by 1 other user

Just wanted to share my experience.

A lot of people have these office chairs. I have had them where I work and have 3 at home. Recently my purchase from Living Edge, needed the left arm padding replaced. Today the repairer came. Replaced both arms with new ones in a few minutes and left. Was 5 years into an 11 year warranty period.

No issues. I sent in a claim, with picture of defect and manufacturers details label on the bottom of the chair, but I did have to prove purchase with invoice, order record or the like. They put the claim through with Herman Miller in the States. No question asked after that, other than to organise the part and install. The left arm somehow had a chunk taken out of the rubber type armrest. Have no idea how it happened. There were also dints to the outer armrest shell. Could also have been questioned as wear and tear for them to get out of replacement. Both arms replaced today.

Anyone else had a good experience with a warranty claim. No questions. Suppose it's mostly out of warranty where you have to argue with rectification.

• 

  diyau on 06/02/2019 - 20:34

  +1

  Interesting. That warranty experience seemed to go well. At work we don't have Aeron chairs but, one of our Herman Miller Mirra 2 chairs used by my manager has had the backrest crack.

  So we're going to get them warrantied. Will see how that goes, though I think someone else at work will be responsible for dealing with the relevant entity RE warranty.

  We have about 70-80 Herman Miller chairs at work…Only aware of the one chair having issue after three years :)

  • 

    Melb69 on 06/02/2019 - 20:38

    Great chairs the Aerons. Just dam expensive, but if you look at the overall life cycle cost it probably works out to be about $120 year. Given 11 year warranty.

• 

  shadowarrior on 06/02/2019 - 21:00

  +1

  Just last year we got the chair doctor: that's what they call them, to come service/warranty work on all our office chairs (Sayl and couple of Aerons). Awesome service, can't fault them at all.

• 

  JoeSoap on 06/02/2019 - 21:14

  +1

  I got both my arms replaced in a claim with Living Edge no issues. Same deal as the OP prove my purchase and showed pics and they sent me the parts (I moved to qld from nsw). mine was in year 10 and it's the only issue I had and the replacements are great.

• 

  Axelstrife on 06/02/2019 - 22:10

  Seriously they sent a person to come and install a part of a chair lol

  • 

    Melb69 on 07/02/2019 - 06:54

    It's his full time job for Living Edge. Maybe he does other brand claims as well. It's probaby one of the few manufacturers that stands by their product with warranty and service without fuss.

• 

  apsilon on 07/02/2019 - 07:05

  +1

  Had the gas lift replaced on my Aeron just before the 11 year mark. Same thing, supplied them with the serial number and they arranged a bloke to come out and do it on site. I've been very happy with the Aeron and Setu stool, won't hesitate to buy another given now some 13 years later it's still perfect apart from some fading on the side near the window and I'd easily be over 30,000 hours seat time in the Aeron.

• 

  nfr on 15/02/2019 - 21:11

  With a solid warranty like that it's actually not expensve.

  • 

    Melb69 on 16/02/2019 - 02:36

    No it's not.You do have to get your head around the initial up front cost. These chairs are well made in USA. Long term if your going to use it alot it's worth it. Every EOY they have sales. Best looking one is the one with the cast alloy base and arm rest frame. More expensive than the standard though.

• 

  Meovel on 09/06/2020 - 14:15

  Thinking about buying a 2nd hand from 2016. There is no receipt but serial no, wonder if it will be a problem for the future warranty? Thanks

  • 

    Melb69 on 09/06/2020 - 15:07

    Living Edge will ask for proof of purchase. That is the risk you take buying second hand. No receipts.

    • 

      Meovel on 09/06/2020 - 15:23

      Thanks

    • 

      apsilon on 09/06/2020 - 18:16

      I can't be certain as it was a few years ago but when I had a warranty repair done I'm fairly certain they only asked for the serial number. It's likely they record the serial number of every chair and when it's sold. I do still have my receipt however. Not sure why anyone wouldn't keep the receipt given the 12 year warranty just in case.

• 

  potm on 26/11/2020 - 18:43

  Thanks for writing about your experience
  Just found this thread after thinking about putting in a claim.
  Pretty much the same issue as the OP with the left armrest.
  I've actually been like that for years but I've been lazy to put in a claim because I thought I'd have to return the chair for it to get repaired.
  Sounds great that someone just comes around to fix it.