How Do You Repair An Aeron? Just Call — It’s Covered
Industrial designers Bill Stumpf and Don Chadwick describe the original Aeron prototyping at Slate.com.
In 1999 I graduated from a comfortably traditional chrome and fabric no instructions needed Steelcase to a revolutionary and slightly intimidating Aeron Christmas present after a test-sitting at the local Herman Miller showroom. This after the realization that my future did not include a drawing board and the transition to full digital was complete.
I didn’t give much thought to warranty coverage at the time. As daily use stretched well into the aughts, however, I started wondering if there was a Herman Miller policy for repairing wear and tear over time.
A Google search quickly turned up warranty details – all out in the open, displayed in large print and written in language anyone can understand. Turns out, their warranty covers parts and labor for 12 years, up from the original 10, from the date of purchase.
How Can We Help You? When A Brand Values Their Reputation
First, when you purchase an Aeron, there’s not one whisper about shelling out for an additional “extended care” warranty. And even though Office Pavilion, the original dealer, no longer serves my region, their replacement, Workplace Resource of Florida, didn’t miss a beat.
My simple email request for info was quickly answered with the necessary (minimal) paperwork attached: a warranty request form that asked for only basic information, mainly the proof of purchase serial number and birth date, both on the chair as shown in the top photo.
I filled it out, waited for a response, and two days later I was in business. No beat down, no obfuscating. Their response in totality: you’ve got a problem, and we’ll fix it.
One month later, I got a phone call from the tech to confirm the repairs, which would be performed onsite. Granted, the chair’s not cheap, but I’d assumed that for a piece of nearly 12-years-old well used furniture, whatever coverage I had coming would be carried out after drop-off to the nearest point-of-sale for the six to eight weeks necessary to complete repairs.
No User Parts Accessible? None
Bob the Tech showed up as promised, on schedule, wheeling in his portable work bench, toolbox, and a couple of cartons of repair parts. An hour later I had what essentially was a completely rebuilt chair. And not just the visible wear and tear that’s bound to occur over a decade of daily use, either. My Aeron rehab visited every nook and cranny of my well used furniture.
Red tape? None. Superior service? Yes. Brand reputation? Polished to a blinding brilliance. Thanks, Herman Miller, for designing, marketing, and standing behind a best-in-class product. If you visit the web site, and I hope you do, please enjoy the reference to design integrity in the making of video on the Aeron home page.