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Good news everone! I contacted Herman Miller and got the right department this time. The problem with the Ames Chair seems to be quite common. The part is called a "Stockmount".that is the part that connects the back to the seat. They will fix the problem. The cost is $146 per pannel plus state tax. You do have to disassemble the chair yourself though (very Ikea). They have sent me instructions to do so. then ship the chair parts affected to their factory in Michigan. contact info Herman Miller for the home 800•646•4400 Mon-Fri,8am-5pm est linda_lutke@hermanmiller.com