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FREQUENTLY ASKED QUESTIONS
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WHERE DO I FIND THE MODEL NUMBER AND SUPPLIER CODE FOR MY CHAIR?
The chair model number and supplier code is located on a sticker underneath the seat cushion, and on the front page of your instruction manual.
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HOW DO I ORDER REPLACEMENT PARTS? WHEN AM I GOING TO RECEIVE THEM?
For fastest service, please visit us at www.comfortproducts.net/support. Simply fill in the information, and the part you need. If your chair is
covered under warranty, there is no charge for replacement parts. We normally ship replacement parts within 48 hours.
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HOW DO I ADJUST THE SEAT HEIGHT?
While seated, lean forward, lifting your body weight from the seat. Reach underneath the right side of chair and locate the handle. Lift the handle
up slowly to allow the chair to rise to the desired height. To lower seat height, lift the handle slowly while seated.
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HOW DO I TILT (RECLINE) IN THE CHAIR?
This model chair is not designed with a mechanism that allows for tilting (reclining) in the chair.
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HOW SHOULD THE CHAIR BE CLEANED?
First remove the batteries from battery housing. While we do not recommend a particular brand of cleaning product, you can use a damp cloth to
wipe down your chair. Or you can use an over-the-counter cleaner made for the bonded leather upholstery on your chair. If you would like to use
a cleaning product, we suggest that you test the cleaner on the bottom side of the chair first to make sure the cleaner doesn’t alter the material,
before applying the product on the entire chair. Please note that any type of discoloration or alteration made to the chair from a cleaner will
automatically void the warranty.
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THE CASTERS ARE DIFFICULT TO INSTALL. HOW DO I INSTALL THE CASTERS?
Refer to inset image on page 2, STEP 1. The metal stem needs to be fully inserted into the bottom of the star base in order for the caster to stay
in. There are 2 options. One: lay the base on the carpeted ground, with the bottom of the base facing upward. Insert each caster into the hole by
applying pressure with your thumb at the base of caster. They should pop in easily. Two: hold the 5-star base in an upright position (One leg is on
a carpeted floor). Insert each caster into the hole. Apply pressure with one hand, while using the other to hold the base in place. You may need
push the caster in with a little force, (twisting or using a soft mallet to tap in).
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MY CASTER BROKE. HOW DO I REMOVE THE METAL STEM FROM THE BASE?
You can use pliers to remove the metal pin. Please contact www.comfortproducts.net/support and request a 61-CASTA replacement caster.
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THE CHAIR SEEMS TO WOBBLE SIDE-TO-SIDE. HOW CAN I FIX IT?
Make sure all screws are properly tightened, especially the screws attaching the seat plate to the seat cushion. If this does not solve the problem
please contact us at www.comfortproducts.net/support, or customerservice@comfortproducts.net.
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THE CHAIR SINKS OR THE GAS LIFT (SEAT POST) DOES NOT MAINTAIN ITS PRESSURE.
Refer to question above, “How do I adjust the seat height?” If the seat will not maintain its height, order a new gas lift at www.comfortproducts.
net/support. Just fill out the information on the form. The part # for a new gas lift is 61-POSTA. To remove your gas lift from the seat plate
(#61-PLATEB), refer to page 6 for removing and reassembling the gas lift.
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HOW DO I REMOVE/REPLACE THE SEAT PLATE AND/OR GAS LIFT?
Refer to page 6. To remove the seat plate from the gas lift: you will need to turn your chair over. Next, get a rubber mallet. You will want to hit
around the area that the gas lift (Cylinder) goes inside the seat plate (The black metal plate attached to the seat that has a handle). After you hit
the seat plate, give the gas lift a pull and see if it is coming loose. These two items are locked together by pressure; the more you hit the seat
plate the more pressure will be released. Eventually the two items will separate. To remove the gas lift from the five star base: please turn the chair
upside down. There are about one to two inches where the gas lift (Cylinder) goes through the 5 star base (The legs with wheels). Next, grab a
rubber mallet. Then, if you look in the center of the gas lift, there is a little clip. You DO NOT want to hit the clip in the middle as it will release the
pressure needed in order to raise or lower your chair. You will want to hit the outer edge or the rim of the gas lift. The more you hit the gas lift the
more pressure will be released. After you give the gas lifts a few hits, it should come right out, or give it a pull and see if its loose. If it still won’t
budge, then visit www.comfortproducts.net/support or e-mail us at customerservice@comfortproducts.net to order a new seat plate and gas lift.
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HOW DO I REMOVE/REPLACE THE BASE FROM THE GAS LIFT?
Refer to page 7. You will need to use a rubber mallet and tap the post from the underside of the base. If you are still unable to disengage the base, order a
new gas lift post and seat plate. If it still won’t budge, visit us at www.comfortproducts.net/support and simply request a new base #61-BASE6814.
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THE ARMRESTS SEEM LOOSE. HOW CAN I FIX THEM?
Make sure all screws are properly tightened.
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THE PARTS DON’T SEEM TO ALIGN. WHAT SHOULD I DO?
Do not tighten the hardware completely into the component you are assembling. Tighten hardware a quarter of the way. When all components are
aligned, and the product is sitting level, then you can tighten all the screws.
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THE SCREWS WON’T THREAD INTO THE HOLES. WHAT SHOULD I DO?
Be certain that you are aligned with the hole. Sometimes holes in soft upholstered areas are deep set, and you may not be making contact with
the female inset for the screw. Also, check that there is no debris on the screw or in the inset for the screw. You can also try the spare screw.
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THE MASSAGE WILL NOT WORK. WHAT SHOULD I DO?
Check that you have properly installed the 4 AA batteries, and that they still have a charge. Check that the switch is in “ON” position. If the back
cushion still will not massage, contact www.comfortproducts.net/support and request a new back cushion #61-6814A.
