Sandra C.
Warranty was misleading
I received a response from Infinity; basically if issue was not resolved to call again. The person I spoke with did not have any add'l local repair phone numbers for me. I asked to go over my warranty which reads, "INFINITY FULL 3 YR COVERAGE (ADDL 2 YR LABOR AND 1 YR PARTS)" for which I paid an add'l $499.00. I understood this to mean 5 years warranty total. The person I spoke with initially agreed with me but said he would need to confirm with his supervisor before sending anything in writing. An email back from him stated that the warranty only covers 3 years, basically the "ADDL 2 yr labor and 1 yr parts" is bogus. I purchased my chair 6/17/18, almost one month shy of 4 years from the time I first called the company, (BTW I'm still paying for this chair). This review is not based on Ben, the person who assisted me, he did try to help. Just a warning to anyone planning to buy chairs and warranty - do your homework before spending an add'l $500 bucks.
Response from Infinity Massage ChairsJul 1, 2022
Hi, Sandra, Thank you for taking time to leave you review. I sincerely apologize for any miscommunication or misunderstanding regarding your warranty. We do try to be as clear with all of our verbiages and communications as possible so that these things don't happen - and it sounds like we may not have been entirely clear in this instance. For clarification, the standard warranty for your chair is 1 year for labor, 2 years for parts, and 3 years for frame and structural damage - so what the $499.00 that you paid did was extend the parts and labor warranties to 3 years to make all pieces of the warranty uniform. Unfortunately you are completely out of warranty at this point, but you do still have access to our tech support team to help diagnose any issues that you're having with your massage chair and to purchase the necessary parts to make repairs; but at this point, like anything else out of its warranty you would have to simply pay out of pocket for those parts. Again, I sincerely apologize for any inconvenience this may cause, but we are absolutely committed to helping you to the best of our abilities with any issues you are experiencing with your massage chair. Please call us at 603-910-5383 if you have any additional questions or concerns.