Hi, this is Dr. Alan Weidner from Massage Chair Relief. Welcome to our interview today with our customer John Ford, who purchased an Ogawa Master Drive AI 2.0, the upgraded version. I don’t remember exactly when you bought it, John, but welcome to the call. It’s good to have you here. Maybe you can tell us a little bit about your experience getting the chair?
John: Sure. First, I’ll tell you that I had a massage chair about eight to ten years ago. I bought it online from a company whose name I don’t remember—they’re out of business now. I only had it for a little while before it developed issues, and I sent it back.
A few months ago, I stopped in one of our local stores in Madison, Wisconsin. They had the Qi XE massage chair, and I tried it out. It felt really good, and it got me thinking about getting a massage chair again. So I started doing research.
At first, I wasn’t even thinking about Ogawa. I looked at Human Touch and some other brands. Then I found your videos on YouTube and started watching them. I also tried some other chairs at local stores—Sinca and Inner Balance. They were okay, but that’s all the Madison store carried.
What really impressed me about your company was the lifetime labor warranty for repairs. Other companies like Sleep Gallery, Easy Massage Chair, and even Ogawa World USA didn’t offer that. They charged more for delivery and setup, and none had the lifetime warranty.
I even went to a “Relax the Back” store in Illinois to try out some chairs, but ultimately, I decided on your company. I really liked the Ogawa brand and the way the chairs looked.
It came down to choosing between the Master Drive AI 2.0 and the Master Drive LE. The LE was cheaper, but I didn’t like the color options. The AI 2.0 had heated knees and a heated seat, plus the ottoman could adjust up or down for knee coverage. It also had more airbags, and I really liked the color I chose—gunmetal with ivory. It’s a great-looking chair, and I’m really happy with it.
Dr. Weidner: Thank you for that. Just for clarification, the Qi XE that you tried is what we call a “Kai” chair. Kai, Ogawa, JP Medics, and Brookstone are all under the same company. Kai chairs are sold through furniture stores, while Ogawa and JP Medics go through online and hybrid stores like ours. They’re very similar. Did you find that to be true?
John: Yes, definitely. I was a little nervous buying a massage chair without trying the exact model first, but I was hoping the Ogawa would feel the same as the Kai I tried—and it did.
Dr. Weidner: That’s very common. Many companies use crossover models under different brands, like Infinity. Ogawa is interesting because they own their factory in China, so their network is very direct. That means better support and parts availability compared to companies that shop different factories.
Tell me about the chair itself—what features do you like?
John: I really like the “Chair Doctor” feature. At first, I thought I wouldn’t need it, which is why I considered the LE, but it’s pretty neat. It maps out where your muscles need work, and it’s accurate.
I’m not someone who likes an intense massage. I don’t have major issues—just some lower back pain sometimes. I like the rolling and kneading programs the most. I also do what you suggested in your videos: remove the head pad for a stronger neck massage. That makes a big difference.
I use the chair twice a day, pretty much every day.
Dr. Weidner: That’s great. Ogawa chairs usually run moderate to moderately intense, so it sounds like a good fit.
John: Yes, and the AI component really works. If I do the scan one day and then another day, the results aren’t always the same—it changes depending on where I’m tight.
Another feature I love is the sound system. At first, I wondered how the speakers would sound, but they’re actually great. I usually sit in the chair in our basement family room. Sometimes I watch TV while getting a massage, but often at night I’ll turn the TV off, put on massage music, and just relax. It feels like being at a spa. I haven’t fallen asleep in it yet, but I’ve come close.
Dr. Weidner: I’ve had customers fall asleep in the showroom! It’s common. Have you noticed other benefits?
John: Yes. Normally, when I sit in a recliner for a couple hours watching TV, my legs feel stiff when I get up. With the massage chair, after 30 minutes I stand up and my legs feel great. No stiffness. It’s a big difference.
Dr. Weidner: Do others in your home use the chair?
John: Not really. My wife isn’t much into massage. My two daughters don’t live with us, so they haven’t tried it yet. A couple of friends came over and tried it—one found it intense at first. I think your body adapts to it with regular use.
Dr. Weidner: Yes, I’ve seen that too. At first, some chairs feel too strong, but after a while people want even more intensity.
What advice would you give someone shopping for a massage chair?
John: When I first started, I wasn’t planning on spending this much money. I thought maybe $4,000. Even when I looked at that Qi chair in Madison at $6–7,000, I thought, “No way.”
But once I saw the features, the quality, and especially the warranty, I realized it was worth it. My wife wanted me to wait until after taxes, but then the Black Friday sales came up. I got the extended warranty for free, which was normally $600–700, so I went for it.
My advice: do your research, watch videos, and—if possible—try the chairs in person. I wouldn’t buy one without trying it.
Dr. Weidner: Good advice. You also mentioned having issues with white-glove delivery. That’s often the wildcard in our industry. Can you share what happened?
John: Yes. I debated assembling the chair myself. I watched the videos and read the manual. But the chair needed to go in the basement, so I paid for white-glove delivery.
The delivery crew didn’t follow the manual. They started assembling it without powering it on, which is required to align the ottoman. They also insisted there were only four screws when the manual clearly said five. I knew from my research they were doing it wrong. I finally told them to stop and that I would finish it myself.
You gave me a partial credit for the installation, which I appreciated. I ended up assembling it, and it wasn’t that hard once I followed the instructions.
Dr. Weidner: I’m sorry you had that experience. Unfortunately, the delivery crews vary, and sometimes the customer ends up knowing more about the chair than the installers. It’s frustrating, but I’m glad you handled it well.
If you could change one thing about the chair, what would it be?
John: I wish the software could be updated more easily. The tablet remote is wired to the chair, so there’s no way to update it. I do have the app on my iPhone, which I assume gets updated, but I’m not sure Ogawa updates the chair’s software much.
Also, it would be nice if the heat had levels—low, medium, high—instead of just on or off.
Other than that, I love the intensity range. I’m not even using it at the maximum yet, so I know I’ll be happy with it for years.
Dr. Weidner: That’s awesome. Any final thoughts?
John: I just want to say how impressed I was that you personally responded to my email when I had a question before delivery. It wasn’t just staff—it was you. That showed me how much you care and are involved in the business.
Dr. Weidner: Thank you. Support is huge for us, and we’re constantly working to improve it. I appreciate you noticing.
Well John, I think that covers everything. I’m glad you’re one of our customers, and we’re very pleased to have you in our Massage Chair Relief family.
John: Thank you. And thanks for the gift you sent when I ordered the chair—that was really nice. I also enjoyed your newsletter. It’s interesting to learn more about you and your family.
Dr. Weidner: Glad you enjoyed it! Thanks for your time, John. It was great to visit with you today.
John: Thank you. Take care.