I hear what you're saying, however, I was the first person to report the problem to my particular dealer (there have been 2 other owners that I know of who subsequently reported the problem) who worked with Harman, who found the true cause of the issue and thus put the word out to other dealers as to what the solution would be. In a world where most "customer service" uses warranty loopholes, reads from canned answers, or is simply non-existent or unhelpful, I consider this great customer service, which for me is defined as "doing the right thing for the customer."
As for "wrong paint", stuff happens. It was either a supply problem, or someone really messed up. Either way, stuff happens. It's what a company then does about that "stuff" that determines how I feel about their customer service.
Regarding the paint job, what I will be getting as described to me by the dealer (in writing) is a complete stripping of all old paint down to the metal across the entire stove, followed by a repaint with the correct paint from the factory (which they've already received). Also included is pickup and delivery and re-installation.
UPDATE:
Spoke with my dealer today to get some information because I wanted to dispel any assumptions...
My stove does not have a baked-on enamel finish. That is offered on some Harman stoves, but not the one I got. My model is (well - should have been) sprayed-on high temp paint for hot-rolled steel. Harman stated to my dealer that this issue was a supplier problem (could they be covering their butt, sure...who knows). Someone, somewhere screwed up and nobody noticed until several consumers (including me) started sending in pictures of excessive paint peeling and flaking. Once Harman discovered the problem, they did in fact reach out to dealers to let their affected customers know what was going on, and what the fix would be. According to my dealer, not every dealer is authorized to perform this fix. Some dealers are having their customer's stoves shipped back to Harman for a respray with correct paint. My dealer is approved for this work, so Harman shipped the correct paint to them. Harman is covering all costs.
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