Our 2018 Imagine 2670 just turned two years old. During that time period it has had only about 9 months of actual use. We just noticed that the leather on the headrest of the Thomas Payne recliners is de-laminating. I contacted our dealer and was told we would have to contact Thomas Payne (LCI) . I was also told that this de-lamination problem has been an ongoing and they were told the problem has been corrected. By the way, there seating on display in the show room also showed cracking and de-lamination.
I exchanged about 7 emails with Thomas Payne customer support. They did offer to sell me new furniture at 50% off the $1600 full price of the seating. In other words, I would be charged $800 plus shipping. I don't know why I should have to spend that kind of money to fix their manufacturing problem. Since the head rest are removable, I asked them to just send me a new headrest. This would be the least expensive solution for both of us; but I was told they could not part out items. This doesn't make sense. To me it means they have no repair items. I then asked for cash to try to get it fixed locally and was told No, they cannot do that. .This is no way to treat customers for a problem which is a manufacturing defect that all ready cost me $1600.
Since I could not depend on Thomas Payne quality, I just bought a LAZBOY recliner loveseat that fits nicely into the space. I am surprised that Grand Design allows vendors to hold no responsibility for the quality of their product.
I exchanged about 7 emails with Thomas Payne customer support. They did offer to sell me new furniture at 50% off the $1600 full price of the seating. In other words, I would be charged $800 plus shipping. I don't know why I should have to spend that kind of money to fix their manufacturing problem. Since the head rest are removable, I asked them to just send me a new headrest. This would be the least expensive solution for both of us; but I was told they could not part out items. This doesn't make sense. To me it means they have no repair items. I then asked for cash to try to get it fixed locally and was told No, they cannot do that. .This is no way to treat customers for a problem which is a manufacturing defect that all ready cost me $1600.
Since I could not depend on Thomas Payne quality, I just bought a LAZBOY recliner loveseat that fits nicely into the space. I am surprised that Grand Design allows vendors to hold no responsibility for the quality of their product.
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