Human TouchNovo XT Zero-Gravity Ultra High Performance Full-Body 3D L-Track Massage Chair

We ordered our Human Touch Novo XT from Relax the Back in August of 2017. Since the day we received the delivery of it to now, (December of 2018), the unit has broken on us twice. The first time was December of 2017, just after under 3 months of normal use. it felt as if the L-Track broke and fell down out of the track and onto the floor. A repairman came and fixed the chair - he replaced some part, I don't know what - and it worked fine for about 1 year.However, this past week (December 2018), L-Track system has failed again. This time the L-Track massager has retracted to the seat area and will not move further up (it is supposed to massage from the neck all the way down along the spine and to the lower-back).You can see the picture I've uploaded to prove that 1) I do own the chair, and 2) to give you an idea where the massager has retracted to.We called Human Touch support and they said that the chair is out of the one year manufacturer's warranty. All they will do is give us the part and we have to pay for shipping and handling. But, what are we going to do with the "part"? Is the part even the problem? And how do we know how to fix it once we receive the part?We called Relax the Back and they said we are supposed to have a 5yr warranty, but Human Touch says for some reason that they can not honor the warranty.Now neither Human Touch nor Relax the Back has gotten back within the past 3 business days.When we talked to the Human Touch rep, the lady said that it is a very rare occurrence for this to happen to the seat. So, if that is the case, then somehow we got a lemon/defective unit.So I want either a full refund from Relax the Back, or Human Touch should give us a new unit, at the least.When you pay over 8K USD for a massage chair, that is a pretty big investment you are making and you are expecting it to work for at the least 5 years, if not 8 or 9 years. But within 1.5 years the chair has already broken on us twice.The chair does feel really nice when it is working. However, this company is not one of the more established brands. It's an up and comer and perhaps they are feeling financially squeezed and therefore they don't have the funds to support our case? I don't know why they are being so cheap about this.The only recourse I have is to complain about them here on Amazon. The other thing I suppose is I can dispute the purchase of my chair with my credit card company; but I am not sure if that is possible past 1 year out of purchase.Hopefully, someone from Human Touch is reading this and will respond to us in a more appropriate fashion.But for now, I will say, stay away from this company.Update 12/19/2018 -I did receive a reply from Human Touch and Relax the Back saying they have found my warranty. Still a little miffed at the initial lack of support from the Manufacturer; and the fact that they could not find my warranty at the outset?We are safe for now because Relax the Back purchased the 5 year warranty for us. I suppose this product comes with an Amazon backed 5 yr warranty as well. But I suppose 5 year warranties are very important because rather "unique" things might happen actually happen quite frequently.I would be happier receiving a new unit or receiving a partial refund for the chair. I don't know what will happen another 3 years out when my warranty goes out.And mind you, we do not abuse the chair in anyway. And if it matters at all, we are of small (my wife) and medium (me) builds and weight.Update 02/04/2020 -I am upgrading this review to 4 stars. After the last service in December 2018, nearly over a year, we haven't had any more issues with the chair.Update 05/26/2023 -Over 5 years now from our last issue when I think the main motherboard was replaced. We haven't had an issue since and it still works perfectly. So I am upgrading this review to 5 stars. It's been very robust since.

So far so good. The speakers are of poor quality for a chair that is at that price. It's my contention that they could have incorporated a better sound system in it. The side panels had to be removed by the movers to fit in a 36" doorway because of the boat shape of the chair which was fairly easy for them to do. In doing so I think that they had to disconnect hoses which weren't put back together properly. Therefore, I had to call for a technician to be sent out to repair the chair. The first phone call was disregarded by the operator who never made an appointment like she stated she was going to, so today I hade a second.So far the chair seems fine. I am not pleased with the hight of the rollers not touching the base of my neck which I feel is an issue being a powerlifter I have a lot of tension in that area that needs to be relieved! The operator said that the rollers can be adjusted which we will have to see. If that is not the case the chair might have to go back! The chair was purchased in Costco.

I have tried a couple of these models whenever they were at Costco and this one is one of my favorite. It’s the only massager I have found so far that goes all the way down in massage your butt and works the lower back very well which is where I always have pain.

I’ve had this chair over a year now and we love it! The wall hugging feature is great as we live in a small apartment right now. Only needs like 2” from the wall or something. It really helped with a speedy recovery from whilplash in a car accident resulting in some torn ligiments in the neck. This chair gives a great neck & shoulder massage. Better than any other chair that I've sat in and it also helps my wife with headaches and migraines. We like to use the the UpperBack/Shiatsu setting to target that area.Anyone who comes over with a bad back loves the traction that it creates on the lowerback. (Kinda decompresses or stretches the lower back. It’s the Energize/Swedish program. (Theres over 30+ programs i think)The foot massage has also helped with fighting Plantarfacitis. Can’t say enough good things about this chair. We bought and love the Charcoal/Gray color.

I love this chair! From day one it has delivered so much to my quality of life. I'm on my feet all day. I come home and get in. OMG! You can't go wrong. I had one problem when the remote came unplugged. They trouble shot the problem and it was fixed. I can't say enough. Worth every penny and a lot more!