Update on my previous comment on 12th April 2021 WRT customer service. Furna responded to my email on Monday 12 April 2021 and agreed to send me a new frame for the desk (the old frame is no longer in production). The frame itself is free but I had to pay £49 for the next day delivery, given that my old desk is too old to be under warranty. I received the frame the next day after the payment was made and got the desk up and running again on Friday. Overall, I'm very happy with how this is resolved in the end in a timely manner. Even though the new frame won't get the same 5-year warranty as a new purchase, Will, from Furna, assured me that Furna will alway try to resolve the issue for custom, even in the most uncommon cases. Changing from * to 5*. I also suggested that Furna should improve their communication on their website as well as on their social media accounts.