Harman Service for Pellet Stove Problem

[MSmith66]

refrain from assuming you know the context of the situation. I have people complain about my service because I will not repair a stove that is not installed correctly....doesn't make me a bad guy, or lacking in technical abilities....I will point out to them how to rectify te situation, but I can't make then do things the right way, I can only control those things that I do.

I hear you I was asked to look at an install that "My Husband" did, when i told the lady that two cinder blocks were moved on her foundation due to the fact her husband beat a hole into the foundation with a sledge hammer, that i would not touch that and i would not be able to do anything for her. She got very upset with me, not her husband.

 

[Lousyweather]

I hear you I was asked to look at an install that "My Husband" did, when i told the lady that two cinder blocks were moved on her foundation due to the fact her husband beat a hole into the foundation with a sledge hammer, that i would not touch that and i would not be able to do anything for her. She got very upset with me, not her husband.

yea, self installs can be....."interesting"......but, since the customer is always right, can also be a bit of a sticky wicket. How about the customer of ours who had the pellet stove, the wood stove, and the oil furnace all exhausting into the same 8x8 flue? We got there, decided that by NOT fixing the unit it was safer than fixed, told the customer about why this was a dangerous situation, and basically the answer we got, after being told we were fu&*!^g as&*^les, was that "it hasnt killed us yet, and its been 5 years...", but hey, the customer is always right.......test of time applies here? Its like playing Russian roulette.....the sixth guy to play figures its safe, because, heck, it didnt kill the other 5 guys at the table....

 

[Lousyweather]

it happened

It happened approx 4 years ago and if it was against the law everybody was pretty quiet about it including the state Harman rep. I just made up my mind if I had to force the issue and a dealer was forced to help what type of help would I get? Probably worse shape then if left alone. Much easier to sell the stove and switch brands to one that was cheaper and had no warranty. There are good Harman dealers but not around here. I tried to call the company but kept getting the run-around by them saying I had to go through the local dealer. I kept telling them the local dealer was six foot under but that was no excuse. With that logic I could see the future and acted accordingly.

well, can tell you from past experience what usually happens is, if for whatever reason (dealer dies, goes out of business, or even the customer wont allow them back in the house), Harman contacts the regional rep, and the regional rep gets with another retailer and asks them to service the unit. As the "other retailer", we simply get more warrantee money from Harman to fix the unit, due to the travel time, etc. So, not to be contrary and provocative, but since you didnt call another dealer or harman, you didnt really give them the chance to solve it? (maybe I am not seeing the whole picture here tho)

 

[rona]

well, can tell you from past experience what usually happens is, if for whatever reason (dealer dies, goes out of business, or even the customer wont allow them back in the house), Harman contacts the regional rep, and the regional rep gets with another retailer and asks them to service the unit. As the "other retailer", we simply get more warrantee money from Harman to fix the unit, due to the travel time, etc. So, not to be contrary and provocative, but since you didnt call another dealer or harman, you didnt really give them the chance to solve it? (maybe I am not seeing the whole picture here tho)

This was about the time Harman was being bought out by the outfit that owns Quadrafire and according to the powers that be I was lost in the shuffle as phone numbers were changed etc. What was supposed to happen didn't and and it left a lot of people with a bad taste in their mouth.