Buyers beware! I'm having a horrible time with a warranty issue. (The steel frame in the seat broke). They sent me a new one, but it doesn't work with my old gas lift. I requested another gas lift and they're ignoring my emails. I chose the AK drop over the cheaper alternative because of this warranty, and now I've gone a week without a word from their representative.
DevboiI got a Masters Pro that had a broken/cracked plastic cover and had zero issues getting it replaced with days. When you buy through MassDrop, shipping comes direct from the manufacturer but you can also directly contact AKRacing which is who usually repays to messages within the first 24 to 48 hours.
DevboiThis is for sure not the normal experience with AKRacing. They have given Massdrop community members great customer support and are also very active in the discussions. I have flagged this to AKRacing for you and you should be hearing from them very soon.
DevboiWe are sorry to hear of your trouble. I think "buyers beware" is a little extreme, since it appears we did send you out a new replacement unit and, apparently, without any hassle or delay. The problem you suffered is extremely rare, I myself do not know of any other situation where a Premium chair model has suffered this failure.
In any event, while it's no excuse for not getting back to you, our customer service has been a bit short handed due to unexpected absences the past few days. It sounds like your mechanism does not match the chair you were sent, we did modify the design between the 2017 and 2018 models. I'll ask our team to reach out to you to confirm which model you have and make sure you have the correct parts.
DevboiUpdate, you had heard back from our customer service team yesterday before the close of business that they were sending the correct part and before I was aware of your problem. So, if you think it appropriate, you might want to delete your original post.
DevboiUPDATE, the replacement broke forever ago. I did not call back again, because I wanted to end the circle of broken chairs. Sorry for the extreme delay, I didn't care enough to respond until I saw this post while skimming through my account.