Spring Air offers help
Deals with old company's warranties
By David Perry -- Furniture Today, August 24, 2009
Boston — The new Spring Air International and its licensees are offering assistance to consumers with warranty questions or concerns about Spring Air products made by the former company.
They are seeking to resolve the warranty questions that a number of retailers and consumers have raised about sleep sets made by former Spring Air producers.
Spring Air International, based here, said that retailers contacted by their customers seeking warranty assistance on Spring Air products, whether those retailers are current or former Spring Air dealers, should contact either their Spring Air producer or the Spring Air International factory closest to the consumer's home.
"The integrity of the Spring Air brand is extremely important to our organization and we've helped many consumers who have sought assistance after the old Spring Air company closed down," said Rick Robinson, president of Spring Air International. "Our intention is to continue to do the right thing for both retailers and consumers affected by the shutdown, even though we have no legal obligation to do so."
The company's voluntary warranty position, which excludes non-warranted comfort returns or claims related to retail trial offers, applies to all of Spring Air's brands, including Back Supporter, Nature's Rest and Chattam & Wells.
Robinson said Spring Air International licensees have provided their local customer service contact information to the company's main office in Boston. Consumers who then contact the office are directed to the appropriate or closest Spring Air factory.
In those cases where a new Spring Air International licensee is still coming on board, "other factories are stepping in and helping out," Robinson said.
For example, Spring Air licensees in Cameron, S.C., Greensboro, N.C., and Atlanta have agreed to provide warranty assistance for consumers in the Southwest before the planned Spring Air operation in Carrollton, Texas, comes on line in early August.
"Despite the challenges inherent in a major transition like this, I know we are doing the best job we can as a new organization," Robinson said. "Most people have been understanding of the situation and appreciative of the efforts we've made to assist them."
Spring Air recently removed the former company's Web site and is developing a new site with appropriate customer service information and communications information. The new site is scheduled to be completed before the Las Vegas Market, which opens Sept. 14.
The former Spring Air company ceased operations in early May. Three domestic licensees continued to operate before new licensees came on board and the new Spring Air International was recently launched.
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