Product purchase under Julie Stanley [protected] My name Tom Stanley [protected] [protected]@aol.com Plan Name: Pure Balance 5 Year Delivery Date [protected] Plan Reference number UN1065475 Purch Date [protected] Plan Number 26151 Plan was purchased thru Hansen's Furniture in Modesto in May of 2017 January 2021 pull handle cable broke on recliner. I jumped thru the hoops and called in the problem [protected]:59am. I also told them exactly what part was needed. FSN finally came out to our house Feb 9th, without a part. Looked at the recliner and said it needed the SAME part I had already told them was broke. They told me that it was a known problem with that recliner and that the new part would be different ( believe they said not a cable) and this would not happen again. They said they would order it and get back to me on when it would be available to install. Said it could take a month or two. I had not heard another thing back so on May 25th (10:31am & 1:19pm) I tried to call twice and never got to talk with anyone. I called again on July 20th and talked with a Kisha?. She informed me my claim had been closed. I told her that was interesting since my recliner had NEVER been fixed and NOBODY had ever contacted me. She said the part should have been shipped to me, but we NEVER received any part and she could not find where it had been shipped. She said she was going to reopen the claim and the part would be shipped to us and we were to let them know when it came. I came last Friday, but when I called, you were closed. I called back today and advise someone else in "customer service" that the part had come, BUT it was the SAME as the original part. Not at new design. I told her not to send out someone to put it on, because it had been so long that I went on Amazon and bought the original part myself and put it on just so I could use my recliner until the redesigned part was installed. She said my warranty was void and no longer good. I asked to talk with a supervisor and was not transfered. She said a supervisor would call me back, but it could be up to 4 DAYS!!! I asked for the corporate offices number and the name of the CEO and she said she didn't know. I hung up and called back again. Talked with another "customer service agent" and aske to talk to a supervisor. I was not connected and she said someone would call me back. When I asked how long for a return call, she said 24-48 hrs. *** To say that your company has NO CUSTOMER SERVICE would be and understatement. In fact if there was a number lower than ZERO on the satisfaction scale i would use it. I want a call back from the HEAD OF CUSTOMER SERVICE and the problem with my recliner corrected. If they are too busy or want to take 4 days, I want a call from the CEO. I will also be calling the furniture store I got the recliner from who sold me your warranty and complaining to them and telling them to not use Uniters in the future.