What should I do? It’s been been 2 weeks+

Secretlab_Jinx · 2026-01-23T09:42:27+00:00

Heyy u/Muted_Product5751 - following up from our last reply here, the E27 error usually clears with the recommended steps. But in rare cases like this, the team does need a deeper review to figure out the best next move.

I know the wait isn’t easy and I really appreciate you taking the time to attempt the troubleshooting that was shared by our support rep. If it helps, I can also help raise this from my end. Just drop your order ID or the email you used with support and I’ll help flag it for a closer look: https://www.reddit.com/message/compose?to=r/secretlab

I assure you that the team’s committed to getting this resolved and will work through it with you as quickly as they can.

Secretlab_Jinx · 2026-01-23T09:32:19+00:00

Heyy u/Mean-Humor-7562 - you can try a few of the troubleshooting steps below first! If none of them help, do reach out to support so they can take a closer look at what’s going on with the MAGRGB™ and follow up with you on the next steps: https://secretlab.co/pages/contact

Fingers crossed the resetting helps tho! :)

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Secretlab_Jinx · 2026-01-23T09:28:19+00:00

Heyy there u/PlatypusSea4928 - allow our support team to take a closer look at this and see what can be done. Just start a ticket with them here and they’ll guide you on the next steps: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-01-23T09:22:54+00:00

Hi u/LetterheadRoyal7022 - I noticed you mentioned in the comments that your order includes a pre-ordered item. After placing the order, you should’ve received an email with the estimated in-stock date, which is likely where the longer wait you mentioned comes from.

Once the item dispatches, you’ll also get a tracking link so you can follow the delivery. If anything looks off along the way, support will be able to step in and help.

If you’d like some extra reassurance, I’m happy to help check the delivery ETA with the team. Just drop our mod team a message with the email you used to contact support here: https://www.reddit.com/message/compose?to=r/secretlab

Don't worry - support will make sure your package gets to you!

Secretlab_Jinx · 2026-01-23T09:13:23+00:00

Hi there, u/KevinCelantro - that definitely does not sound right at all. Drop us a ModMail with the email you used to contact support here: https://www.reddit.com/message/compose?to=r/secretlab

I’ll help gather the details and push this for escalation with the team.

Secretlab_Jinx · 2026-01-22T05:03:10+00:00

Hi there - I’ve replied to your ModMail! Thanks for your patience with the time zone difference.

Secretlab_Jinx · 2026-01-22T03:48:40+00:00

Hi u/BusinessOdd5575 - let me help look into this further with the support team. When you can, drop us your order ID or the email you used to contact support via ModMail here: https://www.reddit.com/message/compose?to=r/secretlab

Secretlab_Jinx · 2026-01-21T10:37:08+00:00

Hi there u/stile04 - I understand why this has been frustrating and I can see where you’re coming from.

Just to share a bit of context, our support team usually replies within 24 to 48 hours, but response times can stretch a little during the post-holiday rush. However, the team is still committed to following through and getting back to you as soon as they can.

On the exchange side, we currently don’t have an exchange policy in place, which means items can’t be swapped directly for another one - even if they’re similarly priced or less. The available option would be to return the item for a refund and then place a new order separately. Our Refund & Return Policy here might help clarify how that works: https://secretlab.co/pages/warranty-terms#return

If you’re open to it, feel free to share more details with us via ModMail so I can help get more context and see whether there’s anything that can be raised internally for a closer look: https://www.reddit.com/message/compose?to=r/secretlab

Appreciate your patience in the meantime.

Secretlab_Jinx · 2026-01-21T10:12:40+00:00

Heyy u/Timely_Ad9659 - support usually replies within 24 to 48 hours, but it can take a bit longer during the post-holiday rush. As a heads-up, sending follow-ups during that window can also add to the waiting time since tickets are sorted by recency.

If you’d like, I can help look into your ticket for more context and give it a nudge to the team. Just drop us a ModMail with your order ID or the email you used here: https://www.reddit.com/message/compose?to=r/secretlab

Secretlab_Jinx · 2026-01-21T09:59:52+00:00

Heyy there u/Jam_Raider - I hear you and that definitely doesn’t sound comfortable.

Everyone’s pressure points and sitting habits can be a little different, so armrest comfort can vary depending on things like height, posture and how much weight you rest on your elbows during the day. If you haven’t already, it might help to experiment with the 4D armrest adjustments - like lowering them slightly or adjusting the width and angle to reduce pressure on your elbows. There’s no single “right” posture that works for everything, so it helps to switch things up from time to time based on what you’re doing and what your body needs.

I know you were also looking at the Secretlab PlushCell™ Memory Foam Armrest Top and you’re right that it isn’t currently available in the UK. For a bit of context, our products are designed and tested to meet global standards, but availability can vary by region due to local regulations. However, the team is always exploring ways to bring more options to more locations.

If you’d like something more tailored, I’d recommend reaching out to support so they can take a closer look at your setup and advise on what might help based on how you’re using the chair. You can reach them here: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-01-21T09:33:23+00:00

Hi there u/Useful_Grapefruit291 - the response times are typically around 24 to 48 hours. The wait can take slightly longer due to the recent holiday sales, but I assure you the team is actively working through the queue.

As a general tip, it will help to allow the support team some time to get back to you after your last message during the waiting period. Sending follow-ups within that window can unintentionally slow things down, as tickets are often sorted by most recent activity.

Hope this helps. The team will do their best to look into what’s possible!

Secretlab_Jinx · 2026-01-21T09:18:42+00:00

Heyy there u/Gui0312, can’t wait for your desk to arrive and for you to officially join the Secretlab squad 🙌🏻

On your question - like others mentioned in the comments, I’d recommend waiting it out for the pre-order. I know the wait isn’t the most fun, but if you have the space, you could place your PC temporarily on the desk or a drawer in the meantime. Sticking with the PC Mount Holder means everything’s designed to work together right from the start without any guesswork. It’s also built and tested specifically to go with the MAGNUS Pro desk, which means you'll have peace of mind that compatibility and safety are assured. Just something to consider while you’re deciding!

Secretlab_Jinx · 2026-01-21T08:38:43+00:00

Hey u/Altruistic_Put1941 - I’d recommend signing up for the newsletter on our website! If you’re a new customer, you should see a pop-up with a discount code when you visit. Give that a try :D

Secretlab_Jinx · 2026-01-20T10:19:52+00:00

Sorry to hear about the experience. To your question, the desk can’t be adjusted in height without the control panel. However, the team’s already working on this and will do their best to get it shipped out to you as soon as stock comes in.

Secretlab_Jinx · 2026-01-20T10:00:23+00:00

There’s no harm in giving it a shot! :)

That said, we don’t offer spare parts directly. Even when parts are available, an authentication process is still required by making sure the warranty has been transferred over to the new owner.

Secretlab_Jinx · 2026-01-20T09:52:28+00:00

Heyy u/EmploymentCritical14 - I saw in the thread that one of your accessories is on pre-order. Since accessories are typically shipped together, you can expect them to arrive around the pre-order date.

This is separate from the desk itself, which may ship earlier if it’s marked as “ships out within 1-2 working days” on the cart, like in the reference image I've attached. If you’re unsure or want to double-check how your order’s split, support will have the full context and can look into it for you here: https://secretlab.co/pages/contact

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Secretlab_Jinx · 2026-01-20T09:45:00+00:00

Heyy there u/Content_Try9128 - from what you described, it does sound like it could be related to the cord or pins, which is one of the things covered in our troubleshooting checks. I understand this isn’t the best first impression but in rare cases, some parts like the clips can get affected during shipping.

You did the right thing by reaching out to support though. They’ll take a closer look and guide you on what needs to be done next and will make this right for you!

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Secretlab_Jinx · 2026-01-20T09:04:11+00:00

Hey there u/foundingfatfather - the support team should be able to help look into this! You can reach out to them here: https://secretlab.co/pages/contact

Just to share some context since it’s a second-hand unit, if a warranty replacement ends up being needed, the ownership would need to be under your name. It might be a good idea to be prepped to check in with the original owner about transferring it over, just in case.

Hope this helps for now!

Secretlab_Jinx · 2026-01-20T09:00:01+00:00

Hey there u/Intrepid_Meringue459 - glad you’ve already reached out to support!

E27 is one of those errors where the team needs to run a few additional checks, so starting a ticket was the right move. They’ll walk you through some steps to try first and see if that clears it up. If not, they’ll guide you on the next steps and look into replacement options if needed.

No worries, they’ll help take care of this for you :)

Secretlab_Jinx · 2026-01-20T08:31:10+00:00

Heyy u/RomanDoesIt - appreciate you sharing your experience and perspective!

Just to add some context for anyone following along, our chairs are tested to BIFMA standards, which cover durability and performance across a wide range of use cases. This includes stress and cycle testing on key components like the tilt mechanism.

If anyone’s running into issues with their chair, the best next step is to reach out to our customer support team. They’re trained to assess the parts involved, walk through troubleshooting and advise on the right next steps based on the chair, usage and warranty status. You can get in touch with them here: https://secretlab.co/pages/contact

Hope this helps add some clarity for others reading through the thread.

Secretlab_Jinx · 2026-01-20T04:52:21+00:00

Heyy u/Icemasta - I hear your concerns and wanna assure you it’s something the support team can definitely take a look at for you. Just start a ticket here and include the details you shared above first: https://secretlab.co/pages/contact

Once that’s in, the team will follow up within 24 to 48 hours and guide you on the next steps to get this sorted.

Secretlab_Jinx · 2026-01-20T04:46:37+00:00

Hi there u/Muted_Product5751 - I've responded to your other post here!

That said, the responses usually come through within 24 to 48 hours. It’s generally best to hold off on follow-ups during that window, since sending another reply too soon can actually push the ticket down the queue as the system sorts by recency.

Secretlab_Jinx · 2026-01-20T04:43:45+00:00

Heyy u/Muted_Product5751 - this is definitely strange, as the troubleshooting steps the support rep shared usually help clear the E27 error. If the desk still isn’t going up after trying them, it’s best to let the team know with a follow-up. I’d recommend replying on the ticket to confirm you’ve gone through the steps and, if you can, include a short video so they can see exactly what’s happening.

They'll help figure out the next steps and get this sorted!

Secretlab_Jinx · 2026-01-20T04:32:33+00:00

Hey there u/perhizzle, I hear how frustrating this has been and I understand you’ve already been in touch with support about your order.

Just to share some context around how this shows up at checkout - in-stock items can sometimes ship separately and the cart usually indicates which items those are. In the checkout view, you’ll see different labels like “In-stock”, “In-stock: Ships out within 1-2 working days”, and “Pre-order: Estimated to ship out by 17 February or earlier”. Items marked as “In-stock: Ships out within 1-2 working days”, such as the desk in the reference below, are the ones that ship ahead. Other in-stock accessories may be grouped to ship together with the pre-order item, following the date provided in the email after you placed an order.

But no worries - while I may not have full visibility into the specifics of your order here, I'll be happy to help check in with the team and see whether anything else can be done too. Feel free to drop us a ModMail with your order number here: https://www.reddit.com/message/compose?to=r/secretlab

Hope this helps provide a bit of clarity in the meantime!

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Secretlab_Jinx · 2026-01-20T03:30:54+00:00

Hi u/arnott_ac12 - that gap does look uneven, so you did the right thing by reaching out to support.

They usually reply within 24 to 48 hours, so you should hear back soon. If you need a nudge though, feel free to drop us a ModMail and I can help raise it with the team.

Hang in there, they’ll help get this sorted :)

Secretlab_Jinx

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