Support < Massage Chairs USA

Massage Chair Service and Technical Support

Massage Chair Standard Warranty • Extended Massage Chair Warranty • Massage Chair Service and Support

Consumers can contact Interactive Health's customer service department between 9:00AM and 5:00PM, Monday thru Friday for any warranty or service issues. At any time, consumers have the option either sending their inquiry via Email or leaving a voice mail message. Most Emails or voice mail messages are responded to within four (4) business hours of receipt.

(800) 355-2762

Non-warranty repair is available on a "per incident" basis. Interactive Health Customer service will verify the unit has failed, and provide authorization and instructions for receiving an exchange unit. A "per incident" charge plus applicable repair, parts, shipping, handling, and local tax will be charged for non-warranty repairs and support calls. In the first quarter of 2003, consumers will also be able to access a comprehensive ANSWERBOOK via our website which will provide product information as well as diagnosis, repair, and maintenance instructions for most of our products.

It is required that consumers have their serial number and dated proof of purchase (sales receipt) available when they place the call.

When you call:

Once a consumer reaches a customer service representative, a call record will be opened in the consumer's name with a reference number assigned. This reference number will be provided to the consumer to reference their inquiry in the future. While the customer service representative handles most consumer inquiries during the initial call, in some instances the consumer call record will be escalated to a technical service specialist for advanced support. Technical service specialists are the technicians that perform repairs and refurbishments of our products in our Long Beach service facility.

All conversations with consumers and internal events related to a call record are documented in our centralized consumer relationship management system. This documentation permits our management and employees to monitor the progress of individual calls and measure the performance of our service levels.

Once a call record is closed with a consumer, they will receive a consumer satisfaction survey to rate our service levels, assist with identifying areas of improvement and determine individual service representative performance.

Product Repairs:

Most of the products that Interactive Health sells are modular in design, particularly the HTT family of chairs. This design permits most repairs to be performed by the consumer in their own home with parts and instructions supplied by Interactive Health. In addition, Interactive Health can provide a diagnostic checklist for most products that permits the consumer to troubleshoot a product on their own. For consumers that need individual attention, the customer service department can talk the consumer through common diagnostic issues.

While most of the products are modular in nature, some consumers might not feel comfortable with performing their own diagnostics or repair. In these instances, for failures that permit field service, the consumer may request an authorized in-home technician (United States and major metropolitan areas in Canada) for a fee. These fees start at $225.00 for the first hour and $150 for each additional hour.

Warranty and Service Related Returns:

Interactive Health's customer service will only issue Return Material Authorizations (RMAs) for products being returned to Interactive Health's service facility in Long Beach, California, for authorized repair and/or evaluation. Interactive Health will not issue Return Material Authorizations (RMAs) for, but not limited to:

Buyers remorse,
Returns for Credit,
Inventory overage/shortage/balancing Returns,
Freight Damage for shipments to end-user, except for DROP shipments direct from Interactive Health.

Any returns for the above items require a written request to the Interactive Health sales manager for a return allowance through the sales channel.

For returns, the consumer is responsible for packing the product in the original box or in approved packaging that is available for sale from Interactive Health. Shipping and freight coverage under this warranty requires scheduling by Interactive Health and only includes "curb-side" pickup/delivery. Products received without a valid RMA number or one clearly marked on the box will be refused.

Interactive Health is not responsible for any applicable duties, taxes and brokerage fees associated with returned parts or products.

Consumers should use Harmonized System (HS) number 9801.00.1012 on all of their shipping documentation as well as include the following information on their commercial invoice: "No charge: Warranty Repair Value for Customs purposes only."

Products returned to the Long Beach service facility for repairs generally require five (5) business days once received for service to be completed. Products received by the service center receive a full diagnostic of ALL mechanical systems. Any systems found to be deficient are repaired/replaced automatically if covered under existing warranties, or the consumer is provided a quotation for service if not covered by an existing warranty. In addition, the service facility will perform preventive maintenance and repair cosmetic damage caused by any mechanical failure.

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