What I hope is one last set of questions and comments from me.
I swear this stove about has me undone. NEVER, ever in my life have I experienced a company so unwilling to accept any accountability for the issues I have had with this stove. It seems, everything is my fault.
In absolute desperation, I posted a picture of my snow drenched yard and a plea to Harman to FIX my stove on their FACE BOOK page. Pretty soon, I got an email from them asking for my phone number and several hours later a call from their corporate head quarters. The gentleman's name escapes me because the call didn't go well. My faith is completely shaken. He was calling to inform me that someone would be out "next week" to look at the stove and that they couldn't get out any sooner. This is day 40-something in trying to get this stove to operate and they have no sense of urgency.
I won't even discuss the fact that they made no effort to even inquire when might be a convenient time for them to come to my house. They just assumed I guess that I would be waiting with baited breath for their arrival. More likely, it will be frosty breath and a bad attitude.
My conversation.....went like this(I am paraphasing)
ME: MY stove is broken and it hasn't function correctly since it was installed over a month ago. I have been very patient.
HIM: You stove works, we saw it on the Youtube video...
ME: No, my stove doesn't work.
Him: Your stove works, you just have operational errors as you do not set the feed rate high enough on the stove.
Me: No, we have tried many combination's of feed/fan settings. That was shot with the both dials set to mid-dial position)
Him: You don't have the feed rate set high enough
Me: Do you understand my stove doesn't work. Do you understand we have been dealing with this since mid-October?
HIM: There's nothing we can do about it sooner than next Monday
ME: Do you understand I am cold and I need heat.
Him: You stove works.
Me: No it doesn't, I then elaborate on the myriad of issues that have come up on the forum-How the tech stood there and told us it wasn't operating correctly, yada,yada.
Him: Well there is nothing we can do until next week and....your stove works.
Me: Please understand me, MY stove does not work. It now does not feed pellets at all unless you turn it off, wait five seconds and turn it on to turbo. As long as I do that every 2 minutes or so the fire will burn. No matter how big a fire or how hot I get the stove, the auger does not turn.
HIM: Well do you have the DDM reading for the stove?
ME: (THINKING TO SELF -Why should I have the DDM readings?) No, none were taken and by the way the stove was never test fired when it was installed.
ME: Now, if the stove is turned to the "Off" position (again no matter how hot the fire) the combustion fan immediately stops working and the box fills with smoke... Guess it is a good thing that the firebox is pretty tight, huh?
HIM: Dead Silence
ME: (Thinking to self-that stumped him)
HIM: What do you want us to do about this?
ME: DUH
!
ME: I want this stove replaced with a unit that works and works correctly. I further told him that we preferred the p-38 model but would purchase an upgrade to that unit if it is one that is better understood and supported by our servicing dealer. I told him I am concerned about not only having this stove operate but having long term serviceability and that I need to know that someone in our area has a working knowledge of this stove and can do diagnostics and repair to keep it functioning correctly for the long run.
I am speechless. Sadly I think they are going to try and tell me it is all my fault and that my stove operates perfectly. I am waiting to see them put it through its paces.
Elise
