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Harman Service for Pellet Stove Problem

Post in 'The Pellet Mill - Pellet and Multifuel Stoves' started by Lumhqa, Feb 6, 2013.

  1. Lumhqa

    Lumhqa New Member

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    I have had great luck for with my Harman Accenture for the past 8 years replacing an auger and convectiion blower. The stove runs but blows low heat, After following advice on the forum I cleaned the ESP and the stove worked fine for a week but now the same low blowing returns. When I asked for an appointment to service the Harman, the dealer states that as I filed a complaint about their service in the past they will not service the stove. If the dealer refuses service on a Harman product and Harman policy is that I must do business with the Harman dealer who sold me the stove where do I find a Harman service that will service the stove?

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  2. Hoot23

    Hoot23 Minister of Fire

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    Imy dealer is coming out today to replace my auger. Called him this morning and he asked me to try a few things and if that didn't work to call back and they would be out. Where are you located
  3. Delta-T

    Delta-T Minister of Fire

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    its just the warrantee that goes through the original dealer, you are well past that and therefore have nothing "binding" that ties you to them.
  4. silverfox103

    silverfox103 Feeling the Heat

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    Something doesn't make sense; you filed a complaint against the dealer and now you want the dealer to come out and service your stove? I think I'm with the dealer.

    Tom C.
    kinsmanstoves and CT Pellet like this.
  5. Thaddius Wenderoth

    Thaddius Wenderoth Feeling the Heat

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    What the $%^#? "We did not give you good service and you spoke up about it so rather than making it right and redeeming ourselves we are just not going to service you anymore!" Wow this world we live in!
  6. Delta-T

    Delta-T Minister of Fire

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    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.
  7. Thaddius Wenderoth

    Thaddius Wenderoth Feeling the Heat

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    Point taken!
    Delta-T likes this.
  8. Delta-T

    Delta-T Minister of Fire

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    and that one of the things I love about this place. its that whole "melding of the minds" thing that helps us all to understand the whole interplay dealer/consumer/manufacturer labyrinth....its not an easy thing.
    will711 and Thaddius Wenderoth like this.
  9. CT Pellet

    CT Pellet Minister of Fire

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    I try to give my customers the absolute best that I can give them, because with the competition that I am up against out there, if I do not, I would end up working for them. But, we do make mistakes. When mistakes are made, I will do a REASONABLE job of trying to correct them. Quite often, my attempt to rectify my mistakes go above and beyond what the customer had expected, and we reinforce the credibility of the relationship that we have with them.But sometimes, it does not matter what I offer, some customers just will not be satisfied until you give them the world. Dare I say that I have never lived by the rule that "the customer is ALWAYS right". I just don't do it and am probably going to be subject to criticism here for it. But if you think about it, I have 8800 customers in my database and have enacted thousands and thousands of transactions. It is unreasonable to think that any disputes that may arise within these transactions are all my fault and that the customer is truly right every time. "The customer is always right" is not a rule, it is merely a cliche, and any business owner that allows the customer to be right all the time will do so until he is out-of-business...because he will be eaten alive. Do I do enough to try and retain my customers?.....Well the numbers say yes, as my company enjoys large growth every season despite some tenacious local competition. But, if you come to my business, you will see that there is already a doormat on the step, and I refuse to let that doormat be me!
    I am not saying that the OP is at fault here, and I am not defending the Harman dealer either, but I do want to offer an explanation that none of us are privy to the entirety of their "story" and that any opinions offered here are void of the story. Fact is, that whatever happened, the dealer, by law, has the right to refuse service to anyone provided that his/her refusal is not based upon the customer's race, creed, sexual orientation, physical handicap or religion...That's just the law.
    Bigjim13 and john193 like this.
  10. john193

    john193 Minister of Fire

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    But would you outright refuse service? This doesn't sound right, I agree. I complained about my trash service because they weren't doing what I was paying for. Got a call from a higher up who fixed it. I wasn't dropped for complaining.

    Now if somehow the complaint extended to using the judicial system, yea, I'm with the dealer.
  11. Delta-T

    Delta-T Minister of Fire

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    so, sticking with my original example of not working on stoves that are not installed correctly...I get the "well, couldn't you just make it work for now, and we can get it all installed right later?"...and the answer is NO. I can fix the installation, and then fix the stove, but I will not enter into agreements with the devil, to do the devil's work. So, again, let's not try to judge the particulars of the situation based on speculation or "theoreticals". How bout we all just decide to help this person, who has a problem with their stove, and not get mired down with the minutia of their dealer's good or bad service.

    Lumhqa
  12. fmsm

    fmsm Minister of Fire

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    The OP can clear this up, Why did you need to file a complaint? Details please.........
  13. kinsmanstoves

    kinsmanstoves Minister of Fire

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    8 yrs old, the stove is out of warranty. If I was you I would be calling anyone that can fix a stove to take a look at it.

    Eric
  14. Lumhqa

    Lumhqa New Member

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    thanks for the feedback. I called another Harman dealer who came right to the house and serviced the stove. My original complaint to the dealer who installed the stove was that the vent was installed to close to windows in the house and ash was venting back into the house.
  15. Thaddius Wenderoth

    Thaddius Wenderoth Feeling the Heat

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    And they refused to fix this?
  16. john193

    john193 Minister of Fire

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    Well what was the issue with your stove that the new dealer fixed? Everyone likes a good story, so yes, we are all curious about this previous episode with your dealer.
  17. P38X2

    P38X2 Minister of Fire

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    Yep, more info would be nice. By "too close to the window", do you mean per code/installation requirements, or your specs? How was ash blowing back IN the house?

    Not taking sides here. I've dealt with many customers in my biz over the years that simply cannot be made happy, no matter what attempts are made to rectify the situation. I've also read about/heard about/experienced many dealers/businesses who are incompetent dinks, for lack of a more accurate word.

    What was required during this last service visit?
  18. Lousyweather

    Lousyweather Guest

    we will refuse service if we havent been paid for the LAST service.......
    we will refuse service if the unit is installed incorrectly.........
    we will refuse service if the stove has been modified.......
    kinsmanstoves likes this.
  19. smwilliamson

    smwilliamson Minister of Fire

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    I feel your pain....where do you live?
  20. rona

    rona Feeling the Heat

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    Not picking on one dealer but am curious about something. If you bought a stove from a dealer and after a couple months he dies and the store closes its doors what does the customer do about warranty work? This happened to me and when I had a problem I was told to pound sand as nobody would honor the warranty. Needless to say that company and their new dealer will not get a recommendation.
  21. Lousyweather

    Lousyweather Guest

    actually, as a dealer, we ran into this from a competing dealer......he sold harmans, and met an untimely end, cutting wood, beleive it or not......if you call Harman they will arrange another dealer for you to do warranty work......
  22. kinsmanstoves

    kinsmanstoves Minister of Fire

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    Call the closest Harman Dealer. Since your stove is not in your signature I do not know what stove you have, I hope it is a Harman.

    Eric
  23. smwilliamson

    smwilliamson Minister of Fire

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    If this happened in the past fifteen years you ought to report it to your Attorney General, this is against the law...
  24. Lumhqa

    Lumhqa New Member

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    Thanks again for the responses and let me try to clarify. The vent leading from the house was less than 18 inches from a window which could be opened. No outside air vent was attached. The dealer did not obtain a permit from the town building inspector nor inform me that that I would need one as the town building inspector told me the installer will obtain the required building permit. There was no question of the dealer not being paid and I agree that the "customer is not alway right", however I am still the customer right or wrong. The service I needed was diagnosed as a failing distribution blower.
  25. rona

    rona Feeling the Heat

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    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.

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