ComplaintsforMarketWare Technologies, Inc

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase 4 theater chairs one of them had an issue of not going all the way back to the home position like the other three. Contacted HT Market and Toms response is to move the back. Smh. Had another issue with the same chair with it also going back to the home position. Sent both videos to ****** and *** and no reply I had to continue to email and call them. Every response is send us another video. This one chair still continues to operate differently then the other three and has issues I would like the chair replaced or repaired I have videos to prove this

  

  Business response

  12/22/2021

  We did review this issue fully when the customer presented it to us. The video shows that when the chair is returning to its upright and unreclined position, the bottom section jolts and rocks downward in order to close. We have seen this on chairs before, even on our showroom seats of the same brand and style. This occurs when the chair is reclined and declined with no person sitting in it. The mechanism of this chair has a range of motion that is meant to operate when there is a counterbalance of weight on the seat cushion, which pushes the legrest into the proper position. When there is no counterbalance, the mechanism is raised at a certain angle during its decline and has to jolt itself to the start position.

  When someone is sitting in the chair, this issue should not occur, as the weight is balanced and the range of motion is in the correct position. We had requested a video be sent of the chair's motion when someone is sitting in the chair using it. If the problem still persists with the counterbalance weight of a person, then it could be a different issue which we'd be happy to discuss with our factory on a resolution either via repair or replacement. However, the evidence we've seen thus far does not seem to represent a defect as reclining the chair without a person sitting in it is not directly what the product was designed for.

  Customer response

  12/28/2021

   
  Complaint: 16371588
  
  I am rejecting this response because: the chair has done the same issue with myself sitting in the chair.  It does. Lt always do it when I have a phone ready to record.  Also when the chair was delivered this same chair would not go back to the full home position and I also sent a a video.  Also this was noticed on the delivery invoice that I signed and also witnessed by the techs installing the chairs. This company continues to promise that they will work with customers but actually just want to continue to stall hoping the customer will give up 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/05/2022

  As mentioned previously, the chair mechanism hitching or making a jerking motion when returning to its start position when no one is sitting in the seat is not considered defective. This is not what the chair is designed for as it's meant to have the counterbalance of weight of a person in the chair to go through it's full recline motion. Even lighting pushing down on the seat cushion while the chair is entering it's recline is generally enough to right itself and properly extend the footrest to open and close properly.

  This is based on the evidence that has been provided from the customer. We have not refused to work with or provide assistance on this. We have only asked for video displaying of the chair experiencing this issue while someone is sitting in it, as this might indicate something further being wrong with the seat. If it's the case, we can review with our factory and see if there is either a quick fix or if any part or portion of the chair might require replacement. 

  If the customer is able to take a video displaying the jerking motion of the chair with someone sitting in it, they can feel free to send it over to us and we will review it and take any necessary course of action to resolve the problem.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order (order # ****) for theater seating risers on September 21, 2021. The order was paid in full at that time ($1,374.98.) after two months we called and asked for an update. The update was 'we don't have an update'. We proceeded to call 7 or 8 more times over two or three weeks, only to get the same response, 'we don't have an update'. They have offered us a small discount. What we want is to know when the item is estimated to be completed and shipped to us so we can decide if we want to ask for a refund or just wait for the risers to be completed and shipped. We have spoken to *** and ******. We were told to talk to ****, but he is never in the office when we call.

  

  Business response

  12/21/2021

  ******* - We are a little confused by this complaint in question, as this issue was already resolved. While we definitely wanted to complete and ship this order for you, we were unable to get anywhere with our vendor and did not want you to have to wait around any longer. My boss **** responded to your last email on the afternoon of December 8th and informed that the order would be cancelled and refunded. The cancellation went through on Dec 8th so the funds should have been returned back to you within a few business days of that date.

  We're sorry that the purchase did not work out. We are currently speaking with a different vendor who we have a longstanding relationship with, so the product may be available again soon on a shorter timeframe. As far as the current order is concerned, the cancellation and refund is complete so no further action is required. If you have any questions, you can feel free to reach out to us directly, as well.

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