Things I wish I knew before the install of my stove....and how to avoid repair rip offs

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RKS130

Minister of Fire
Oct 14, 2011
601
Lower Hudson Valley, NY
Boy am I steamed - mostly with myself - so prepare to hear a rant and a cautionary tale.

My Accentra FS is in it’s 4th season of great heating. About 6+ weeks ago, in the depths of the deep freeze, strange grinding noises began emanating from the stove. Then the auger quit turning and some investigation/repair was obviously needed.

Now I am a large sized guy, and as you can see from my avatar, the stove is set back in a recessed alcove (more about that later) making working behind the stove problematic for me, absent pulling it out. Moreover, while I am pretty handy - for a Jewish kid from the Bronx, although I am half Italian - I lacked confidence to pull motors, check wiring, etc.

So, to make a long story short, I called the Harman dealer I bought the stove from for a service call. I was dutifully shifted to the service department’s voice mail where I left my message, explaining that my auger was not turning. I left a similar message 3 days later, never having received a return call. Weeks later and I still have not heard from them. The local rumor mill has it that unless you buy overpriced pellets from them, they are not keen on helping you with service issues.

Having been thwarted, and burning oil all the while, I looked for another repair option, and found a Harman dealer in the next county over - about 14 miles away. I called, was greeted warmly and an appointment was made for the following week. I was advised in advance that coming to the house to diagnose the problem as a $219 + tax service call, plus whatever parts were needed and time for the ultimate repair. This did not sit well - I thought the $219 should at least offset the repair cost - but I agreed.

To his credit, the tech arrived as scheduled within the window of time they had defined, despite a heavy snow fall. He was here for 12 minutes to turn on the stove and instantly diagnose the problem as burned out bearings on the combustion motor. The part had to be ordered (that set off alarms about a dealer with no inventory of common parts) but he would return the following week to make the repair - for an additional $515.00 + tax!. Like an idiot (I think I told you I was mostly steamed at myself) I agreed. Madame DeFarge was all for it and figured that at least they came and we would make up the overcharge in saved heating oil.

Well, the tech returned as promised, changed out the offending motor and turned the stove back on, only to hear a “new grinding noise” and announce that the auger motor was shot as well. For another $500 + tax that could be fixed. Moreover, since all the motors were the same age, it was recommended that I replace the distribution motor as well, for an additional $414.00 + tax.

I said I would check with the bride and get back to them. This was last week and I have not called them, nor have they called me.

So, I have been without my stove for almost 2 months, I spent almost $800 for nothing and still need to replace the auger motor. My 18 year old son is thin enough to get back there and will do the actual work - he was on his high school robotics team so should be able to handle it. I can get the motor for about $140 (ours is the newer one with no chain) and we will be back up and running. But a few points.

First: A question to those who know much more than I do. Are there any ancillary parts to order and change at the same time? I am thinking of brackets, bushings or guides or some such? If so, all input will be greatly appreciated.

Second: If I knew then what I know now I would have had the stove installed a foot or so further out from the back wall to facilitate later access and repair. Moreover, I would have had them route the vent/OAK a little differently so that there would be easier access to that distribution blower at the bottom of the stove in the rear.

Having said all that, I still love my stove and look forward to having it back on line soon.

Sorry for running so long, but thanks for listening and for any reactions!
 
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Had you had any cleaning and servicing done to the stove at season end? Proper cleaning of motors of dust bunnies can save them from an early demise. I have seen motors last for far more than yours with some attention.
Good luck
 
Im not shocked, I do HVAC for a living. Albeit, Centrifical work. I started as a Tin-knocker, builder of boilers, welder of pipes, then Service paid more. Ive seen a lot of hacks in this trade. "Techs"- I use loosely, who "throw parts" or diagnose with knee jerk reaction. If he was younger, its normal. If he's older, he was a hack. He made the effort to arrive on-time, in a snow storm, take 15 minutes to check the machine over.... Ditch the Horse-Blinders and do some mechanical investigation. We call it "Sequence of Operations". Or, what happens first? and then? and then?

Bummer, Parts markup is always a killer. But when it fails under "warranty" thats how the Shops give you a replacement part, you and your neighbor already paid for it....
 
Had you had any cleaning and servicing done to the stove at season end? Proper cleaning of motors of dust bunnies can save them from an early demise. I have seen motors last for far more than yours with some attention.
Good luck


After my first year with the stove I had the selling dealer come out and do an annual service, so I could observe and learn. Their tech did NOT even open the back of the stove, let alone clean the motors etc. I even asked him if the motors needed to be piulled and cleaned and was assured that they were 'sealed' and never neded to be touched.

Obviously I know better now.
 
Why didn't you ask your boy in the first place?? Figures at the end of the manual go through the feeder assembly parts dependent on the year of assembly ... on-line parts sites may be helpful too. Here's a couple...
http://www.stove-parts-unlimited.com/Harman-Accentra-Insert-Pellet-Stove-Parts-s/368.htm
http://www.pellet-stove-parts-4less.com/category_s/645.htm


My son is a good kid...but trust me, getting honest work out of a 17/18 year old is not an easy task! Having said that, he is as pissed as I am at having been ripped off and is all in to do whatever it takes now.

P.S.: Thanks for the links.
 
After my first year with the stove I had the selling dealer come out and do an annual service, so I could observe and learn. Their tech did NOT even open the back of the stove, let alone clean the motors etc. I even asked him if the motors needed to be piulled and cleaned and was assured that they were 'sealed' and never neded to be touched.
They don't need to be pulled, but a shot of compressed air and a vacuum is needed and what about the fines box? That needs attention too. That needs to have panel removed to get to.
Bad or poor service does not make me at all happy. I am sure others would use more than a few choice words.
 
They don't need to be pulled, but a shot of compressed air and a vacuum is needed and what about the fines box? That needs attention too. That needs to have panel removed to get to.
Bad or poor service does not make me at all happy. I am sure others would use more than a few choice words.


Fines box has been cleaned every year.
 
but trust me, getting honest work out of a 17/18 year old is not an easy task!
Trust me - I know;lol Now that he knows what kind of price he can command, is he thinking of becoming a service tech?
 
Not sure if anyone answered your question about additional parts to order, youll want to order any gaskets that will get removed when you replace the motors
 
Trust me - I know;lol Now that he knows what kind of price he can command, is he thinking of becoming a service tech?

Actually just thinking of extorting more cash from the old man! But as I said, he is a good kid so it won't go beyond thinking.
 
Not sure if anyone answered your question about additional parts to order, youll want to order any gaskets that will get removed when you replace the motors

Thanks
 
You were well on your way toward a sizeable down payment on a new Harman... If I didn't live 800 miles away, I'd come over and fix it for a cup of coffee if you bought the parts. There is really nothning in any stove thats complex except the electronics. It's all basic mechanics 101.

Sounds to me like you need some instruction on maintaining and lubricating the mechanical components.... It's not rocket science at all.

I'd report the first clown to the BBB, probably the second one too. Sounds like a gouge with a dull wood chisel.

I need to go in the stove repair business. Sure as heck beats working for someone else....
 
If you wouldn't mind letting us know the dealer(s) to stay away from .... also wouldn't hurt to contact Harman even though they likely won't do anything about it.:(
 
This is exactly why theres an englander sitting in my livingroom. No hassles, works overtime for years on end without complaining. When it does, I click on the part I want, it shows up at my door and boom, back in business. no b.s. from dealers, waiting for callbacks, overcharges and misdiagnosis.

sometimes simple is the way to go.
 
Some people are more mechanically adept than others....
 
What's your automotive repair bill's been like?
 
Is there any way you can move the stove outward more and/ or out and then at an angle for easier access to the rear area? Purchase the auger motor online or from dealer and have someone install it, if you can't do it. Not very hard..While the motor is out spin the auger to be sure it's free.. Do you know anyone that works on their own stove and ask them to help you out ??
http://pellethead.com/
 
You can find sliding pads in most hardware stores. If you can get four pads (coasters) under the corners of the stove base, you'd be surprised how easy it is to slide heavy objects. I do this with furniture all the time and it makes life a lot easier.
 
You can find sliding pads in most hardware stores. If you can get four pads (coasters) under the corners of the stove base, you'd be surprised how easy it is to slide heavy objects. I do this with furniture all the time and it makes life a lot easier.
Absolutely easy! Also, we moved the 458 # beast in with forearm forklifts
 
I thought the $219 should at least offset the repair cost - but I agreed.

He was here for 12 minutes to turn on the stove and instantly diagnose the problem as burned out bearings on the combustion motor. The part had to be ordered (that set off alarms about a dealer with no inventory of common parts) but he would return the following week to make the repair - for an additional $515.00 + tax!.

Well, the tech returned as promised, changed out the offending motor and turned the stove back on, only to hear a “new grinding noise” and announce that the auger motor was shot as well. For another $500 + tax that could be fixed. Moreover, since all the motors were the same age, it was recommended that I replace the distribution motor as well, for an additional $414.00 + tax.

Living outside of NYC can be so frustrating and expensive. The concentration of sharks gathering in the tidal waters is amazing (figuratively speaking). One dealer can run out to a location, a county away, making several trips while creating billable hours and profitable part sales, while the local dealer is apparently too busy to bother.

The Tech who came and in minutes made the determination(holistically?) that only one part was needed, but was wrong about his "assumption" should own the remainder of service trip fees. I would have held onto the "old" combustion motor and have had it bench tested. If it was in proper working order, I would be in small claims court getting my money back, all $ 734.00 . Keeping that response in mind as I went forward with this discussion I would expect them have diagnosed all the ills in the very first trip. You were paying for that service call to diagnose the issue,the whole issue, it was on them to do what they said they would do. If they were to return and it would cost X number of dollars for the repair time and the parts, and you agreed, that is the deal. However, if they want an open ended arrangement to swap out part after part plus umpteen service call fees, you are the gold mine that less than honorable businesses love near and in NYC.

When bad people accost you, we tell our children to run away and tell someone! Angie's List comes to mind.
As was suggested, I would let the BBB and Harman know. I wouldn't expect them to do much about micro managing your experience, but it may help other consumers down the road.
 
I would beware of anyone who wants $219 to come to your house 12 miles away. Most places charge $50-$100 to get to the door and then bill in 15 minute increments or so. Still not cheap but the $219 sets off some flags in my head.
 
Boy am I steamed - mostly with myself - so prepare to hear a rant and a cautionary tale.

I think it is great that you had the backbone to share your story. Others may learn from it and may not be as reluctant to take on stove repair. Myself - I've only ever hired techs when absolutely necessary - like install inspections (I do the work, they inspect for insurance, etc purposes). I've not always diagnosed the problem correctly from the outset, but I eventually figure it out.
 
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