I've been trying to contact the Officechairatwork.com Customer Support for more than 6 weeks without a response. I contacted Steelcase Customer Support today, Steelcase rep confirmed within a few minutes that Officechairatwork.com is not an authorized dealer...
Shame on me not checking this upfront, should have bought it from Amazon at regular price for the peace of mind...
The Steelcase also confirmed had I bought from an authorized dealer, it would have been a full replacement under the 12 years of lumbar mechanism warranty...
We are a reseller.