The chair was very nice and it seemed to work very well initially, but within a couple of weeks, I noticed how the left arm would LAG/FALL behind and then SNAP (which really HURT) in order to catch-up to the right roller. The left roller kept becoming more lose and worse and I had to contact the company and AMAZON also who agreed to return the chair for either a full refund or a replacement. I really like the chair and I'd rather get a replacement, but thinking about it, I don't want another replacement that may also behave in the same manner down the road, so I am unsure as to what to do right now. I see similar chairs, but this one is the closest in design to the original style Shiatsu that I still own and I have given away for almost nothing to a family member and that one lasted over 13 years now and just recently had issues with one of the rollers/arms falling off, which I could open the chair and patch/fix that one, but even more recently, the vibration massage in the chair failed in some areas so it could be a lose/disconnected tube or something, but at least that one lasted 13+ years of almost daily heavy usage, so I wanted the similar design char, but I see that although these newer ones are loaded with features, they are not as sturdy as the older design chairs and not even near as heavy or well built as my old chair weighs around 285 LBS or just south of 300 LBS and even has a small table for beverages incorporated to the left of the chair and that table is still intact and NEVER broke as I was always worried that it would break, but not for 13+ years today...So, I may have just received a defective roller/arm on the left-side unfortunately, but it was a big hassle/problem to ship back this chair as the first mover, my Cousin, completely disappointed me on the day of pickup and was a no-show despite planning with him for weeks as I waited on a label from the seller that took forever until I got AMAZON involved and the label was finally sent ASAP. I couldn't move it all alone as it is BULKY and I shouldn't be lifting something this heavy to begin with, so I had to cancel freight by R&L. I then got a buddy of mine who was more reliable to help move it the following day and I had to place it on my utility trailer (thank goodness I still have/kept that little useful trailer) and I had to drop it off 45+ miles to the nearest R&L in the heavy RAIN STORM, so that took more than half-a-day just to drop it off... You can see in the images that the rollers are off and not as sturdy on the left side; the images are flipped as left is right etc. So, even if I get a new chair replacement now, I'd have to find someone to help move it inside as my Cousin later c/o upper back pains and if only he had said something sooner, I would have asked someone else to move it to begin with... So, I'd have to see if that same dude can find time to move it on arrival or it would just be sitting outside in my drive-way... So, let's see what I decide if I even buy a new one, but I really could use the chair as it is very effective for massage therapies/relaxation/healing etc. GODSPEED!UPDATE: I ended-up returning the first chair and they sent a replacement. It is again an AWESOME chair with advance features as always so I am enjoying this chair as it saves me extra trips to my LIFE masseuse whom she charges just $1/min, but that adds up fast... I noticed that it came with a new cell-phone sized smaller actual remote size CONTROL UNIT this time around and I was concerned that I may have received the wrong item. Further inspection inspection indicated that they actually UPGRADED THE REMOTE to the more contemporary style remotes. The remote still had most of all the AUTO options, which I had come to LOVE such as FATIGUE/PAIN/MOOD and OVERALL/SHOULDER/BACK/WAIST... It is just that they had compressed it all under MENU, so you just have to click to select under menu, and that was just fine with me... It also has a QUICK RELAX button that is added to the remove, STRETCH function for your feet, which I don't like too much as it hurts my leg as I'm not very FLEXIBLE to begin with, and it has a PAUSE function, which is awesome as the older one that I received earlier in JAN didn't have that (the one with the bulky remote in the picture), and it also has a STOP function, which is kind of unnecessary as it works very similarly to the PAUSE function... The only thing is, I believe the bulky remote-style allowed you to PROGRAM your own massage, but I am not sure how to do this with the more condensed smaller style contemporary remote, but I am sure that it would be under the manual settings, so I'd play with that later and read-up on the manual, but with the AUTO settings, I get plenty of great massages, so I am unlikely to program anything anyhow... I may just try to do the ROCK-SLEEP prog if I could as this one has the ZERO function, so I'd try to prog it to rock back and forth and massage as the last masseuse that I got when this one had a bad robotic arm to the left, that one was pricey but didn't have the advance features of this one, so I returned that and the seller of that one iDEAL is trying to charge me a $300+ return shipping among others, so I'd be careful buying from iDEAL... Any who, I am just concerned that the robotic arm would mess up again, but overall, this newer upgraded chair looks like the arms are more sturdier and they feel nicer/softer too, so I sure hope that they do not fail in the up-coming months as I have had to switch through almost 6 different massage chairs in the past year, but thank goodness I finally found this one as it is an awesome massage chair for the value, and believe me, it pays for itself because my LIFE massage person, she charges around $1/min sessions or $30 for 30 mins and $60 for 60 minutes up to 90 min sessions etc., so after only 16-17 1-hour sessions, this machine pays for itself really... So, if you are like me and you use this machine once to twice a day for 60-90 mins each time, it will pay for itself within a couple of weeks to one month... Trust me, for the $$$, this machine simply is the BEST out there as it is also rather TALL as you can kick the feet out/down and this newer model, the springs are not too HEAVY as most chairs, the spring would push your feet back and your knees would raise towards your chest and that is uncomfortable for us that are TALL and/or not flexible as you want to stretch-out to feel comfortable and not feel CONSTRICTED... Also, the ZERO on this thing is very close to TRUE ZERO compared to anything out there as most of them barely recline in a seated position and they call that ZERO and this is true for some of the higher priced items such as with the iDEAL company. Trust me, I tried several massage chairs and ATE lots of the costs of having pricey MOVERS to move the chair in and out of the house and return shipment etc., but this one chair is the BEST... I only gave it 4 stars (1 star initially when the arm was defective) because of the potential robotic massage arm issues; the arms that massage your back... However, they sent me an upgraded version of the chair with an upgraded remote as I've said, so let us see and only time will tell. I am hoping that I will not return to add negative updates, or I will not add updates again, meaning that the chair was A-OK and fully functional, so let us see... Only time will tell...UPDATE: On 12/12/'22, During normal use, one could hear a sound that something fell back inwardly and the upwards/downwards movement of the roller failed... Upon further investigations, it turns out that a thin metal plate where two plastic braces are affixed, with one on top and another at the bottom, well, the bottom piece that held the bottom plastic FRACTURED/broke along with two very thin/flimsy bolts... These are cheap/poor parts for a rather costly chair that otherwise, said chair should last for years... BTW, this was after a replacement was sent for the one whereby its rollers failed. At this point, I'd rather add more money to buy better quality item because this is frustrating as getting folks to move this rather heavy chair, (that should be moved by at least two individuals), is work by it self not to mention the cost. Any who, see the updated photos...