We purchased a Recliner in late 2017, when it arrived, it was broken. When it reclined, it would make a popping noise as it jerked backwards. We initially had difficulties getting someone out and had to make several phone calls and emails informing that a service man never arrived. He did finally arrive and identified the problem and said he would have to order a part. I have no record of him ever contacting me back. I had tried contacting the service manager I had been dealing with, but apparently she is no longer their. Her name was Judy Hicks. After many phone calls, they have confirmed the service guy did come out and ordered part. I was told he was not able to get in touch with me etc. I have no record of this and someone should have sent an email ot made sure they followed up if this were true. In this case, it is actually a safety concern on this chair. During these calls, I was asked to file a warranty claim since we have the extended warranty. I was told to lie about the problem in order for the warranty to cover the repair. I informed the woman I was talking to, that I did not think it was a good idea to start lying about what happened with this chair. Your company is actually asking me to commit insurance fraud. So, I have been told that your company will not fix it. This is unacceptable for several reasons. A service tech identified a problem and it is a safety issue. For a company to now use the excuse that they were not able to make arrangements to replace the part that is clearly broken... is just an excuse to avoid the repair. It is horrible and possible dangerous customer service. If there is a faulty part on a product that your company sold, you do what it takes to get that part changed out. Unlless someone is really just looking for a reason to avoid it. If your excuse is that you were not able to contact client, then a letter or email needs to be sent informing client of the situation. But that was not done. We just want the broken chair fixed. Archie & Tara Tignor [protected] [protected]