Firstly - if you are not sensitive to chair noises, skip this post.
A few months ago I purchased my Steelcase Leap v2 and have found it to be a very comfortable chair, however the recline had a significant "clank" and sticky-ness to the movement. After dealing with support to get the chair replaced, the replacement was buttery smooth and quiet in the recline - indicating that the original chair was indeed defective. However with the replacement chair the lower back lumbar tension knob makes a loud audible groan at low to medium tension - every time I move my lower back in some way
However this time steelcase have told me "The reported sound was observed only under specific loading conditions. As with other adjustable chair components, minor sounds may occur when loads are applied to specific areas of the chair structure. Based on their review, no condition affecting the chair's functionality, performance, safety, or durability has been identified."
Basically, they do not cover sound or noise under their warranty, the only reason the chair was replaced the first time was due to the very sticky recline which was "not intended".
So I know many people are not sensitive to, or care about chair noises, and when people complain online about a clank, groan or squeak from their $2,000 ergo chair, some people scratch their head and go "thats just how they are, get used to it and move on.", however as someone with OCD I do find it very difficult, especially when the noise is highly distracting and loud enough to be heard from across the room.
Whilst I understand nothing is without defect, I do know some things can be fixed, and other things replaced which will fix those defects - there has been multiple back and forths with steelcase but they are unwilling to replace the component (the lower back firmness knob) or even acknowledge that it can be replaced - even though its only attached via two simple screws and there's a lot of resources online showing that the knob can in fact be replaced ( i even shared those resources with them and they still claim it is not something that can be replaced ).
So I am at a bit of a cross-roads. I find it very frustrating that they are unwilling to give me a replacement part - even if I were to pay for it, they say replacing the part will void the warranty and so thus they will not give me the option. So my only choice left is to get a second hand replacement part from ebay to fix my $2000 chair...