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I purchased a computer chair for my home office from Costway. It was simple to put together and operate as promised. However, I couldn't figure out how to tilt the chair; looking for answers on the internet claimed that for most office chairs, rotating the big knob underneath the chair would do the trick, but that didn't work for me. I wrote to Costway, frustrated, to investigate. It took a little time, but then I got an email from them apologizing profusely for their oversight and swiftly providing the correct answer to my inquiry. They then followed up to ensure that I was happy. Despite the honest mishap, I am really pleased with their service.