My mind is still blown by the support I just received. I purchased one of the original chairs sold in the US in 2002. Today is September 12, 2019 - sixteen years later! My chair has never had any problems in all those years! Today I called and spoke with Kaitlin Dudsak in support and she was very knowledgable about my chair despite it being a super old model! She even found me in their system after all these years! She gave me direct contact numbers to text and call her and asked that I send photos of what is broken. She is prepared to ship out parts as soon as we confirm what needs to be replaced. My chair is sixteen years old! Any other company would have told me that they couldn't help me and I should consider trading it in for a newer model. I am beyond thrilled that they can help me. Despite it's age, this chair is still the best massage chair I have ever used! Great products, great quality and great support! Thank you so much Kaitlin and Inada!!!