LA-Z-BOY FURNITURE GALLERIES

I called La-Z-Boy's Customer Service Department and described the above. I specifically said I could see the broken wire. First of all, they make the appointment date but can't give you the 2-hour time frame until the night before, so you have to leave the whole day open until the night before. You can't even specify that you prefer morning or afternoon. Also, they make you give them your credit card number, which I thought was in case you do not pay them at the time of the repair Then they make you schedule 2 appointments: the first is to diagnose the problem and the second is to do the actual repair. This applied to me even though I specifically told them what was wrong and what needed replacing. Each visit costs $65. I questioned the need for 2 visits but was told I had no choice. When the repairman arrived, he confirmed that it was just that wire that needed replacing and was surprised that he had not been told this ahead of time. If he had known, he would have made sure he had the wire with him and could have done the repair on this first visit. I then had to schedule the second visit, with the same frustration about not being informed of the 2-hour window until the night before. And they couldn't schedule this any sooner than 2 weeks later. On the second visit, the same repairman came and changed the wire--it took about 10 minutes. When I went to write a check for payment, he said he was not instructed to collect any money but didn't know why not. I thought that perhaps all of this was covered by the lifetime warranty. That warranty only covers certain parts, not labor. Later I found that my credit card had been billed for the $130 even though no one had specifically told me that's the way they get their payment. A few weeks later, I was called by someone making a follow-up inquiry about how my experience with this went. I told her all of the above and have not heard from anyone from there since. This is, in my opinion, a lousy way to treat customers.