Below is my experience (with pictures and videos at the bottom of this email):
I got my brand new OGAWA Comfort massage chair (black colour) - cost MYR 3,800
http://www.ogawaworld.net/ourproducts/relaxation/comfort/comfort.php
from OGAWA on 8th Jan.
After less than half-year of using it, the remote-control got no display. I called their customer service, their technician came and fix it within a week (good respond).
Again, after a few months, the roller of the massage chair became louder and louder, I called them - they turned up after 2 weeks and after 2 calls of pushing them (although they promised they will come within 2 weeks).
After the fix, I found that the rollers from the massage chair are still very loud, called them again - they turned up and fix - but still the same after the fix. I gave up calling them. Furthermore at that time our family members seldom use it.
I received marketing call from OGAWA asking me to buy their equipment with discounted price. I rejected them, they called again after a week and I told them my experience of their massage chair and I asked them to fix it for me first in order for me to consider their deal. Their marketing team never call again ever since.
Last year October I found that the leather of the massage chair is getting bad - but due to we seldom use it, I ignore it.
Recently this year April my mother got backache, she started using it very frequent. The leather of the massage chair is so bad that it dirty the cloth after sat on it.
I called them twice, they promised they will get back to me - but after that no news.
I lodged a complain on their website: http://www.ogawaworld.net/support/service_req.php
for 2 times - but also no news.
So, I called them and asked the status of the complain on the website. A person-in-charge called Elaine said she will sent me a quotation to change the leather. She sent me an email with price of RM735 to change the leather.
I actually asked them why this happened to the massage chair and end up they sent me the quotation.
I called Elaine again and asked why this happened - she said I am the first customer who complain this and SHE PROMISED SHE WILL ASK HER MANAGER - MR. Simon to give me a call. (the call is recorded)
After waiting for a week - there is still no news from her manager. I called again (the call is recorded) and Elaine said like wonder and asked me why her manager didn't call me (h*l... How do I know, I'm
calling you to ask, end up with she asked me why her manager no calling) and she promised her manager will give me a call end of the day - which is as expected no one from OGAWA is calling me at the end of the day.
After 2 weeks, I decided to lodge a report in
Consumer Tribunal Malaysia (http://ttpm. Kpdnkk. Gov. My)
and I am using e-Tribunal:
(http://ttpm. Kpdnkk. Gov. My/portal/index.php? Option=com_content&task=view&id=53&Itemid=43)
Which I can lodge report online without the hassle of going to their office.
The whole process (form) costs MYR 5.
The case was dated for hearing in Consumer Tribunal Court, Shah Alam on 21 July.
Case no: TTPM-B - (B)-604
Let me tell you a few of the interesting things that spoke by Mr. Lee from OGAWA who represented OGAWA in this case:
1) He handed over a modified version of warranty card to the judge and said in the warranty card itself it stated that leather is not under warranty in any terms.
The thing is my warranty card does not have that phrase. So, I handed over my warranty card to the judge and Mr. Lee twisted the story and said he is new and he doesn't know the policy changed. The judge accepted his answer.
2) I asked him why their company did not respond to me after so many calls complain on the web - ends up he said their company already replied me with the change leather quotation.
He keeps on the above answer even though I am asking him why his company does not reply me
with an answer why this happened (ALL I WANT IS AN ANSWER OF THE CAUSED OF THE PROBLEM).
note: my massage chair warranty period is 24months (2yrs) and it was already over this year january.
The reason I lodged the report are - I am not satisfy with their way of treating customers and also just want to find out the more details of the problem.
I also told the judge about it my reasons and to prevent more and more such cases of being happened - RM3,800 for a massage chair that needs to change the leather every 2 yrs (which costs RM735) is not a good deal for me.
3) Mr. Lee admitted that they are a lot of room for improvements for their CUSTOMER SERVICE and also CORPORATE RESPONSIBILITY.
As a public listed company, I find that at least he admitted his company shortcomings is something very encouraging.
4) this is what i am totally not satisfied аbout:
Before the case dismiss - due to my warranty is over, the judge said I (complaint) cannot take any action against them (Ogawa).
Then, mr. Lee from ogawa said that i (the complaint) might done all these things
maliciously to complain against them and he said i (the complaint) might purposely abused the product to make such a false claim.
All of the case conversation are recorded by the judge assistant, so I am not making any false statement in this email. The no (4) statement is totally WRONG.
I already fed up with such a product and company. I am writing this email to share my experience and to help future massage chair buyers to have more details.
Also, OGAWA is not a Japanese company. It's a Malaysian company called Healthy World Lifestyle Sdn Bhd which is located at Kota Kemuning, Shah Alam, Malaysia. (this question asked by the judge and Mr. Lee told the judge so).
We, consumer spend such an amount to buy something good for our parents but end up with such a tragedy.
If you know someone who are going to buy massage chair, please let them know such a true story. Earning money is not easy.
Below are the pictures taken from my OGAWA COMFORT MASSAGE CHAIR (some sensitive data already pixelized):
https://picasaweb. Google.com/102323107022689361219/OGAWACase
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