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Massage chairs were first brought to market in 1962 by the Family Inada company. Today, Japan is the largest consumer of massage chairs with some surveys suggesting that over 20% of Japanese households actually own a massage chair. By comparison, massage chair penetration in the US market is estimated to be in the neighborhood of 1%. The current massage chair market is dominated at the top by a three dominant manufacturers: Fujiiryoki, Family Inada, and Panasonic. After the purchase of Sanyo by Panasonic, Panasonic announced plans to eliminate Sanyo as a brand for all current Sanyo consumer products.
I suggest that you contact Panasonic directly and ask them how you could fix this. Also, you can get in touch with the store you got it from and possibly ask for a new massage chair. Here's Panasonic contact page: http://shop.panasonic.com/support/
I found with my Panasonic EP578 that, if the lower photo sensor limit switch gets too dusty, the massage mechanism will travel downwards past the normal range of motion and the electronics will time out because the unit did not get a down limit sensor signal & reverse direction and proceed back to the upper limit switch in time. With the device unplugged, I simply removed the grommet screws and opened the fabric backing. Then I removed the units cover and Then blew out dusty photo sensors with compressed air. Then I swapped the red and green, 2-pin mag clutch coil connector plugs so that when I switched the unit on again I could make the unit travel back up to about, the scapular position. The reason that this is possible is that when you first start a normally working machine, the first thing that happens after the motor turns on, is that the motor clutch for the mechanism that provides the neck and vertebral massage balls, also energizes. I figured that I could get the voltage at that connector to energize the rolling clutch to get the unit back up again (as you can't move it by hand). Then I turned the unit off (while stile in cycle) and the swapped the mag-clutch coil connectors back to their original position. Re-starting the machine causes the moving massage mechanism to go through it's Power On Routine which realigns everything to it's 'Home' position and ready to run a fully functioning cycle. Remember to unplug the machine when working on it and keep all fingers, necktie, hair, jewelry from moving mechanism when it's moving to avoid damage to the machine and bodily harm to yourself!
P S here's a link to a service manual .pdf download for the Panasonic EP578:
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