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Is It Unreasonable to Ask for a New Stove?

Post in 'The Pellet Mill - Pellet and Multifuel Stoves' started by MX2, Sep 20, 2013.

  1. MX2

    MX2 New Member

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    Maybe some of you saw my thread here: http://www.hearth.com/talk/threads/blown-fuse-new-accentra.113911/

    Brand new Harman Accentra free standing, MFR date 2/7/13, Installed 6/12/13

    I was thinking about this issue (blows fuse). Lets say there's something major wrong with this unit where say a motor, complete wire harness, control board or some other vital part is toast. Is it unreasonable to request a replacement stove. I mean, this thing is brand new and $4K+ with almost no burn time, just installed in June but not used until now. If they come and it can't be fixed that day because they need to order parts that could take weeks to get, is it unreasonable to say I want a new stove? It's not like I've been running it for months. Thanks for the advice. B-
    Last edited: Sep 20, 2013

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  2. hossthehermit

    hossthehermit Minister of Fire

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    No ...... BUT , if they say no, whatcha gonna do ?????????????
  3. MX2

    MX2 New Member

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    Good question. Not sure but the folks I bought it from are very nice and seem like customer satisfaction is very important. We'll have to see I guess. I think if it turns out to be a quick fix I'd be happy with that as long as the problem has been pin pointed and fixed. This way I'm not grinding my teeth every time I run it waiting for it to fail.
  4. 2011 GT/CS

    2011 GT/CS New Member

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    The times like this will tell you how good their customer sastifaction really is.. Good luck and keep us posted.
  5. Lousyweather

    Lousyweather Guest

    well, I think its kinda putting the cart before the horse, as no one has looked at it yet.....but no, its not unreasonable to ask for a new stove, but I think it might be premature at the moment. Imagine how embarrassing it would be if it were the circuitry of your home or something? (I dunno, hot neutral, etc)......

    Warranty-wise the dealer should be out there checking it out with a handful of fuses, and isolating which motor is likely blowing it (my money is on the combustion blower or igniter).....unfortunately, the dealer doesn't warrantee the stove, Harman does, so the replacement thing is their call......that being said I have seen stoves replaced, but very, VERY uncommonly.
  6. MX2

    MX2 New Member

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    They're coming here Wednesday so I'll find out shortly. I realize it could very well be a simple fix which is why I will give the benefit of the doubt until otherwise determined. I just don't want to be stuck with a down stove for weeks waiting for parts or scheduling time. Things are going to start to get busy soon, and cool. I guess I'm a bit upset at the situation as anyone would be.
  7. jtakeman

    jtakeman Minister of Fire

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    I agree, Its usually a simple fix. Give em a chance to look at it first.
    Last edited: Sep 21, 2013
  8. Bioburner

    Bioburner Moderator Staff Member

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    The stove is simple enough and the problem should be found quickly. What the repair is will determine how long to fix. The only thing not probably stocked would be the control board. Week or so for shipping. Good luck.
  9. Ram 1500 with an axe...

    Ram 1500 with an axe... Minister of Fire

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    Gl, I hope it works out...
  10. iceguy4

    iceguy4 Minister of Fire

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    No your not entitled to a replacement stove. they fix the problem and just maybe they extend the time the failed part is covered. No manufacturer will cover their product that way so the dealer will have to eat it if you push. I think CT pellet summed it up in a post about a wrong part being sent. I forgot the exact phrasing but it was along the lines of "no one is perfect"...s@#% happens....that's why there is a "Warranty"...
  11. Bioburner

    Bioburner Moderator Staff Member

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    Its assembled by humans. There's bound to be oops or two when trying to get everything put together. If it persists for months then you will have a problem requiring further actions. Have lemon law in your state? Most lemon laws require three attempts or so at fixing.
  12. Lousyweather

    Lousyweather Guest

    even the circuitboard SHOULD be in stock at the dealer....cmon, someone fries a circuitboard in, say January, and you have to tell a customer it'll be a few weeks before a new one comes in? no.....just no
  13. Bioburner

    Bioburner Moderator Staff Member

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    Its hard to keep in stock every board for every stove the dealer handles plus the fact there maybe upgrades so keeping a stock of boards may not be that smart for you or the dealer. I have had three warranty issues on two vehicles this summer and dealer had to order in replacements.(yes a @#%$ computer)
  14. Lousyweather

    Lousyweather Guest

    meh....not really the case with the Harman circuit boards....the p43, p61a, Accentra, P35i, Advance, P68, XXV, 52i all have EXACTLY the same circuit board.......so, of the current Harman stock, there is the P38 board (the "old" P61 board), the circuitboard for the ones I just mentioned, and..er...that's about it.....so, I still stand by what I said.....asking the dealer to keep in stock a few boards is no big deal really, when in fact there really are so few variants. I also don't think its unreasonable to expect the dealer to have feed motors, combustion fans, ESP probes, distribution fans, and flame guides (at a minimum!)
  15. Bioburner

    Bioburner Moderator Staff Member

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    One would think if most of the Harman stoves having the same board the boards would be a bit cheaper! Agreed, if most of the stoves have the same board having one or two on hand should be a must.
    herdfan2003 likes this.
  16. Lousyweather

    Lousyweather Guest

    I wish.....but, since you cant just go to Graingers and buy the board, maybe its a profit center to them of sorts? You have Harman making money, then the dealer, add shipping...you know how it is....
  17. BrotherBart

    BrotherBart Hearth.com LLC Mid-Atlantic Division Staff Member

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    How about we wait a little bit and see how the OP's dealer handles it?
  18. Lousyweather

    Lousyweather Guest

    I think that's what we are doing.....
  19. MX2

    MX2 New Member

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    Thank you folks for all the advice and suggestions. I will report back with what the findings are after the tech leaves Wednesday afternoon. B-
  20. MX2

    MX2 New Member

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    Update:

    The service tech just left.
    Problem was a shorted out feeder motor. In turn, it damaged the main board too. The motor light wouldn't come on after motor replacement. Took about an hour and a half to complete the fix and test.

    Service report:

    The dealer was very knowledgeable, patient and prepared. It was a good experience overall. I liked that he had all the parts with him that he needed. My stove is up and running and I'm happy with the
    customer service. I would recommend them to anyone. :)

    Thanks for all the help. B-
  21. joescho

    joescho Feeling the Heat

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    Glad to see you're good to go. Sometimes its tough playing the waiting game especially when you spend that kind of money and things don't go right but the dealer seems to be responsible so I think you're going to be in good shape now.
  22. briansol

    briansol Minister of Fire

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    getting service within a couple days is good. my dealer makes e wait like 6 weeks.... lol
  23. boosted3g

    boosted3g Feeling the Heat

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    There is no reason that in this day and age a part is not available within a day. There are harman dealers around me and when I asked about stock they told me they were required to keep that many parts in stock or they would not be able to sell Harman stoves. I don't deal with new stoves much but my buddy has one of the new accentras being installed on Oct 10th so we will see. His wife is a .... Let's just say she is very fussy.
  24. dylskee

    dylskee Feeling the Heat

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    The dealer I bought my Harman from told me they keep EVERY part in stock for the stove and the service techs will have everything they need to fix the stove if you have a problem. And I agree that you should be able to get the part within a day or so if it wasn't on hand...... Glad to hear you got it all worked out and quickly, enjoy your stove.
  25. ivanhoe

    ivanhoe Feeling the Heat

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    Thumbs up! Nice to see you back on your feet, koodoo's to the dealer.

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