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I just wanted to update you on the great progress with my chair. Sal and I finally were able to find a time for him to come to the house and inspect the chair. After he diagnosed the problem he very generously took it with him so he could fix it. Isn't that great Yesterday he returned the chair in greatly improved condition and even showed me what the problem was and how to adjust it next time it loosens. Sal also ordered us a new set of rubber stoppers for the back as mine were in need of replacing. We don't seem to have the necessary tool for removing the stoppers so the order will also include the little tool.Thanks so much for moving this little problem forward for me and seeing that the matter reached the right person for a happy resolution. The word service is becoming an endangered species in our society. It is so encouraging to know that we can depend on your company for great service and remain a satisfied customer.