Average Reviews:
(More customer reviews)First of all, I did not order from Amazon, instead the product was ordered directly at the local BrookStone store. The review rating refers to the uAstro product itself, and the warranty service provided by BrookStone.
The order was placed on 7/17, and the chair arrived on 7/20, which was actually very fast. After using it for a while, I immediately noticed one design flaw, where the pillow would slip upward during its operation, because it was only secured with the velcro tape on one side (top), as opposed to two sides (top-down), hence the slippage. Unlike the top of the line OSIM products - uDesire, or uYogga, where the chairs are made in Japan; uAstro was made in China, of which Quality Control is a serious concern to us. Well, my brand new uAstro is no exception, it arrived with one major defect, where the air bag on the left arm does not seem to work at all. I have tried all possible program modes, and I even opened up the padding to verify the cable connections were intact. Urrrrrghhh, you know how frustrated you could be to find out such an obvious defect for a $3500 product from OSIM?
Next comes the BrookStone warranty system. First I called their 800-846-3000 customer service hotline, which told me to contact their repair service vendor - BWN directly at 877-435-6332. So, I did, and then was told they only handle warranty beyond one year from date of purchase, and suggested me to call 800-846-3000, the same number I just called. I then tried calling the warranty number at 1-800-292-9819, which also suggested me to contact BWN again to arrange an in-house repair service. After I refused to be looped around by their ball-kicking process, the rep put me on hold, and told me that someone will get back to me in 3 days to let me know when they can schedule the service or not. This of course is not acceptable to me, so she put me on hold again, and then told me later on, she will call BWG personally and told them that I want a service schedule by today.
This is my 4th OSIM chair purchases, and nothing like this had happened to me before. I am starting to think uAstro is a BrookStone product, the quality is nowhere near the OSIM ones as far as I am concerned with. Best of luck to your next purchase.... Think twice, if I were you.
[Last Updated, Aug 23rd, 2010] After waiting for a full 30 days, I have finally received my chair replacement from BrookStone. This one works right out of the box, and the strength of action, including air bags, all seem to be stronger, much better than the 1st one. Other than the neck area, I am pleased with the rest of massaging quality of this chair, hence the increase to 4 stars, from 2 previously.
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