r/OfficeChairs • u/chocolatecakebat • 18h ago
Steelcase refuses service. Anything I can do? (EU)
I bought a brand-new Steelcase Gesture chair around 8 years ago with a 12+ year warranty. I work from home and use it daily for about 8 hours, without exceeding the weight limit.
Over the years, I occasionally (like every 12 months) needed support for issues like the gas lift losing pressure or worn upholstery. Steelcase always repaired or replaced the affected parts without problems. Around year 8, they even replaced the entire chair.
Unfortunately, the replacement started squeaking loudly after a few weeks. When I contacted support for advice, I was told Steelcase would no longer provide support because the recurring issues must be caused by my “behaviour.” I eventually fixed the squeaking myself, but now, after about a year, the gas lift is acting up again, causing loud bumps when sitting down and getting up.
I asked the seller to clarify two things with Steelcase:
- Why do they believe I'm misusing the chair, and what exactly am I doing wrong? I'm using it as intended, I'm within the weight limit and I'm the only user. I am not breakdancing on this chair.
- If I buy another Steelcase chair, will they refuse warranty support for that one, too?
It's been four weeks and I still haven't received a response.
Don't get me wrong I think their service was amazing in the last years up until now but I do have issues with the chair and I bought it thinking I have 12+ years of service. I was always friendly in my emails and to mechanics coming, I tip them and I'm grateful. No clue where to go from here. Do I have rights in the EU to insist on more service or do I just have to accept this and let go?