I’ve just been on the receiving end of some AWESOME customer service from Living Edge/Herman Miller.
Back in 2007, I bought 2x Herman Miller Aeron chairs as I was now working from home full time.
Recently, the gas lift in one of them started to fail, and I’d slowly sink to the floor.
I calling Living Edge in Perth (who I bought them from) and got a callback almost immediately from the Sydney office, who look after maintenance and warranty issues. I was told that the spare part would be free AND that they would fit at home for me, even though I live 160 km (100 miles) from the nearest store! All I had to do was take photos of the product/serial number label on the bottom of the chairs and send them to the Sydney office.
The guy from Living Edge arrived today and fixed my chair AND replaced the same part in my DH’s chair as it was purchased at the same time. And cleaned/serviced/regreased our chairs too. ALL under warranty, including the travel/callout/labour time. ALL for free.
It’s nice to see that a big company like Herman Miller stand by their products so well. They were expensive chairs, and although they have a 12-year warranty, I was surprised that something like the gas lift was covered under warranty AND that there was no labour charge. FTW!!
Would I buy another one of their chairs? Very likely, just based on that awesome customer service. They’re good chairs too 😉
See also:
- https://rhondabracey.com/2007/10/05/aeron-chairs-have-arrived/
- https://rhondabracey.com/2007/10/15/update-on-the-aeron-chairs/
Rhonda Bracey: At Random 
Wow!!!! That’s so refreshing…..thanks so much for a positive post!!!!
When did Herman Miller come out with his first modern chairs? 1940 – 50’s”? He’d be proud of that gas lift! ha Do you still have the Aaron chair?
Yes Dawn, I still have them. I only bought them new in 2007 and there’s a 12-year warranty on them.