Ogawa OG-7010, User Manual

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Product Repairs
Many OGAWA product repairs may be performed by the consumer in their own home with parts and
instructions supplied by OGAWA such as remote controller replacements that don’t require a technician.
Canadian consumers may contact OGAWA's customer service department at 844-438-6429 between 9:00 am
and 5:00 pm PST, Monday through Friday for warranty or service issues.
• Warranty Coverage Period - Warranty coverage starts at the time that the consumer
PURCHASES their chair. Proof of purchase is required for all warranty repairs. The warranty
time period is measured by continuous calendar days based on a seven-day week.
• Field Service – OGAWA customer service department will diagnose and schedule an
authorized service provider to repair the chair in the consumer's residence.
• Parts - All parts deemed necessary for repairs will be shipped to the consumer at no
charge by the OGAWA service department.
• Floor Models and Demonstration Units have a prorated warranty period that begins the
day the model is placed on the floor and connected to an electrical outlet by the retail partner.
Proof of purchase is required in order to obtain warranty service and parts. Non-warranty
parts and service are available at a “per incident” charge.
CONSUMER WARRANTY LIMITATIONS AND EXCLUSIONS
• Warranties are only valid in the 48 contiguous United States and Canada and are contingent upon the
consumer operating the chair according to the corresponding instruction manual.
• The warranty only applies to OGAWA products and does not include any accessories or enhancements.
• Field service requires pre-approval and must be performed by OGAWA's authorized field service personnel.
Field service is only available in the United States and in major metropolitan areas in Canada.
• Softening of foams and filling composites in pillows, pads, and memory foam occurs naturally and does not
constitute a defect under this warranty.
• Fading, wear and piling of fabrics occurs naturally and does not constitute a defect under this warranty.
• Natural markings, grain and dye variations in leather do not constitute a defect under this warranty.
• Warranties do not cover any loss or damage resulting from improper installation, unauthorized repairs or
modifications, improper use of electrical/power supply, loss of power, dropped product, a malfunction or
damage of an operating part from failure to provide manufacturer's recommended maintenance,
transportation damage, theft, abuse, misuse, neglect, vandalism or environmental conditions (fire, floods,
rust, corrosion, sand, dirt, windstorm, hail, earthquake or exposure to weather conditions), loss of use during
the period the product is at a repair facility, or otherwise awaiting parts or repair.
• Damage due to shipping and handling does not constitute a defect under this warranty.
• Under no circumstance shall OGAWA or its representatives be liable for indirect, consequential, or incidental
damages (including damages for lost profits, business interruption, bodily injury, medical and the like), even
if any party has been advised of the possibility of such damages.
• Warranties are non-transferable and shall be in lieu of any other warranty, express or implied, including but
not limited to any implied warranty or merchantability or fitness for particular use.
• OGAWA's sole liability and the purchaser's exclusive remedy shall be for the repair, or at OGAWA's option, for
the replacement of the defective part.
Notwithstanding the above, if replacements parts for defective materials are not available,OGAWA reserves
the right to make substitutions in lieu of repair or replacement.
• All warranties begin on the DATE OF PURCHASE; no allowance or extension is offered for delivery and/or
installation.
• Warranties do not apply to rental, business, commercial, institutional or other non-residential users.
OGAWA CONSUMER WARRANTY
Service And Technical Support
Extended Warranties:
OGAWA products have the following warranty:
OGAWA's massage chairs, motion upholstery and home theater massage seating provide a one year in-home
service warranty and a two-year parts warranty. OGAWA customer service will not issue Return Material
Authorizations (RMAs) for products. OGAWA products will be either repaired by the consumer or by an
in-home technician. OGAWA will not issue Return Material Authorizations (RMAs) for buyer’s remorse.
Consumers may contact OGAWA's customer service department at 844-438-6429 between 9:00 am and
5:00 pm PST, Monday through Friday or email us at support@ogawaworldusa.com or visit our web at
www.ogawaworldusa.com for warranty or service issues.
Consumers are required to provide the unit serial number and dated proof of purchase (sales receipt)
when they contact the OGAWA service department regarding a repair.
A OGAWA customer service representative will attend to most consumer inquiries, but in some cases a
technical service specialist will provide advanced support.
Non-warranty repair is provided on a "per incident" basis. OGAWA customer service will verify that the unit
has failed and provide instructions for repairing a unit. All applicable repairs, parts, shipping, handling,
local tax and a "per incident" fee will be charged for non-warranty repairs and support calls.
Proof of purchase (original receipt) is required for all warranty repairs or service.
Ogawa offers extended warranty programs to enhance ownership of Ogawa product. Extended warranty provides:
3-year limited repair or replacement massage chair warranty with on-site service.
Please visit www.ogawaworldusa.com for the latest terms and pricing for extended warranties.
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