Karin M.
Broken Daiwa
We purchased our Daiwa Legacy (DWA-9100) on October 23, 2016 and the center rollers quit working in September of 2019 (not replaced until October 2019). Luckily it was still under warranty! Although you still have to pay $350 for them to come out to fix anything. They could not fix the center rollers so the technician brought in a new chair (just the center of the chair is new they put my original sides and foot rest back on) It's now March, 2020 and the rollers quit working. We do not use this chair daily so how could the center rollers already be broken. I called Daiwa today 3/12/20 and we did some trouble shooting, sure enough it needs new center rollers. Our options are to have them come out again for $350 plus the cost of the new roller assembly or we can purchase the roller assembly from them and change it ourselves. I watched the video and it's not an easy task. This chair was quite the investment so I hope Daiwa does the right thing. **UPDATE: 10/23/20 So due to the coronavirus Daiwa could not come out to fix our massage chair in March. I texted them on June 15th to see if they were back up and running. I'm not sure if they would have ever contacted me back. They texted me back on the 15th and said they would check with their repair department and get back to us. Never heard back so I texted them again on June 22nd and then they set up an appointment for June 25th to work on our massage chair and realized they could not fix it at our house. They needed to take it back to there shop to work on it. They brought it back the next day and the chair worked again. The technician said they had a bad batch of the center roller (harness) part. It's now October 23rd, 2020 and the same part is broken again. It actually stopped working on October 12th and so I texted Daiwa that day and again on the 15th. NO REPLY! I called in today and did some trouble shooting with a technician. Sure enough the same part needs to be fixed. How can the same part break over and over again. This chair is a lemon! At this point I don't know what to do. What a waste of money.
Response from Daiwa Massage Chair®Aug 24, 2020
Dear Karin, Thank you for taking time to provide feedback. I am sorry that you had problems with your massage chair and with the service originally provided. It is correct that once the warranty on parts or labor have expired, we charge a fee for labor or parts, unless extended warranty was purchased. However, we strive to keep our customers satisfied with our massage chairs and the service we provide. We are happy that were able to go back to your home on June 15th 2020 and provide with repair service at free of charge. If there is anything else we can do, please feel free to contact us.