I purchased a replacement cylinder (and kit) with clear instructions from an office supply source and replaced the item. But the chair is still stuck in the down position. I’m frustrated that I paid so much money for something that no longer serves any purpose. Is there anything I can do to fix the chair?
A: You’re right: the proliferation of companies offering replacement bottles certainly suggests that this is a widespread problem. But Herman Miller, which makes Aeron chairs, has a 12-year warranty on all parts, including cylinders and labor to replace them. So, if you purchased your chair from an authorized dealer, the easiest solution is to contact the company where you purchased it. The warranty states that it is void if a customer tries to replace parts, but you might be able to talk it out or at least get help, even if you have to pay for it. Herman Miller has a “find a store” directory on its website. You can also call Herman Miller with your order number and manufacturing date, and the company will put you in touch with the appropriate reseller or retailer. The date is on a label under the seat.
There is also a strong business in refurbishing Aeron chairs and offering them for sale. The Herman Miller website lists the chair for $1,410 to $1,755, with current sale prices ranging from $1,128 to $1,404. But if you paid half or less, you probably bought from a reconditioner, so the Herman Miller warranty won’t be in effect.
As you have discovered, you can purchase replacement cylinders online. But the problem is that the design of the cylinders has changed over the years. Some are single stage and others are two stage telescopic cylinders. Some have an activation button, while others have a cable release. Herman Miller is not the only one experiencing this variability. Steelcase, which also makes height-adjustable office chairs via a gas cylinder, has also used a variety of cylinders for different types of chairs.
To help identify which cylinder an Aeron seat owner might need, some sellers note the year of manufacture, but what is confusing is that different dealers cite different dates to determine which cylinder you need. For example, the website chairpartsonline.com has a cylinder listed as “Herman Miller Aeron Chair Replacement Gas Lift” for $39.99, but says it only works on chairs manufactured before 2012 and with an activation button. The site aeronchairparts.com, which despite its name is not associated with the manufacturer, also offers actuators that only work on chairs manufactured before 2012. But Crandall Office Furniture uses June 26, 2013 as the dividing line, with part at $54.99 suitable for chairs. manufactured before this date and a $59.99 cylinder suitable for chairs manufactured after this date.
Crandall has a YouTube video that shows how he renovates Aeron chairs before selling them. She buys the chairs by the truckload, probably from companies that are going bankrupt or switching to different chairs. Refurbishment includes disassembling chairs, cleaning trellises and frames, touching up paint, replacing pads, checking and adjusting the tilt, and yes, replacing the cylinder. Crandall offers a 12-year warranty on its remanufactured Aeron chairs, but it does not include labor, so it is not as comprehensive as the Herman Miller warranty for new Aeron chairs.
Of course, if you purchased your chair elsewhere, it may not come with a warranty. And whether this would still be in effect would depend on the conditions; the fact that you tried to replace the cylinder may have negated it. Either way, checking with the seller should give you details on the cylinder you need and perhaps help you properly install a replacement.
If you bought your chair from a renovator, you can’t get help at a Herman Miller store because of “liability complications,” said Laura Yagerman, who handles media inquiries for Herman Miller , in an email. “In several cases, we found that dealers were combining parts and pieces from different chairs to make a refurbished chair. So it may not be easy to identify the right part. With this in mind, owners of refurbished chairs should contact their point of purchase for their recommendations.
Yagerman said Herman Miller cylinders should last 12 years or more. Some companies that sell replacement cylinders say they need to be replaced every four to five years. It is unclear whether this is due to manufacturing differences, actual experience, or a difference in setting customer expectations.
However, it is important to obtain a replacement cylinder that is suitable not only for the style of the chair, but also for the height and weight of the user. Aeron chairs are available in sizes A, B, and C, with A or small, suitable for people 4 feet 10 inches to 5 feet 4 inches tall and weighing up to 300 pounds. Size C, or large, is for people 5 feet 10 inches to 6 feet 6 inches tall and weighing up to 350 pounds. Size B is for those who fall in the middle or meet the characteristics of A and B or B and C. Cylinder size affects minimum and maximum lift as well as strength for a given weight.
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