Thermaltake CyberChair E500 spare parts policy
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The Thermaltake CyberChair E500, a $600 gaming chair, has been at the center of a major controversy because of its lack of replaceable or repairable parts and poor customer service.
| Basic Information | |
|---|---|
| Release Year | 2020 |
| Product Type | Furniture |
| In Production | Yes |
| Official Website | https://thermaltake.com/cyberchair-e500.html |
Background
Thermaltake, a Taiwanese company known for PC hardware and peripherals, markets the CyberChair E500 as a premium ergonomic chair. Despite the chair's high price tag, customers have reported significant issues with repairability. Notably, Thermaltake does not offer replacement parts for the chair, such as armrests, leaving users unable to fix or maintain their purchase.
The incident
The controversy began when a customer contacted Thermaltake to purchase replacement arms for their CyberChair E500, after losing them during a move. Thermaltake's customer support responded that they do not sell parts separately, and claimed they lacked the means to process such transactions. The customer escalated the issue, only to receive further dismissive responses. Thermaltake stated that pulling parts from new units would result in a loss and reiterated their policy against selling spare parts, even at the customer's expense. Louis Rossmann brought attention to this case in his video, criticizing Thermaltake for what he described as gaslighting and anti-consumer practices. Rossmann highlighted that other companies, such as Herman Miller and Secretlab, provide extensive part-replacement options for their chairs, making Thermaltake's stance particularly egregious.[1]
Broader implications
This incident has raised concerns about right-to-repair issues in consumer goods. Critics argue that Thermaltake's refusal to offer replacement parts contributes to both waste and planned obsolescence, while alienating customers. Rossmann emphasized that such policies reflect poorly on the company's overall reliability, especially given its broader product portfolio of PC components.[2]
Public reaction
The controversy sparked widespread backlash online. Discussions on platforms like Reddit and tech forums criticized Thermaltake's handling of the situation and called for better customer-service practices.[3] Some users vowed to avoid Thermaltake products entirely, citing this incident as an example of poor corporate ethics. In response to the backlash, Thermaltake issued a statement acknowledging that their communication could have been more professional, but maintained their policy of not selling spare parts. They expressed regret over the situation, but did not commit to any changes in their approach.[2] The incident has fueled debates about repairability and corporate responsibility in consumer goods. [4]