How would you handle this?

[newf lover]

Thanks for the replies everyone. I am a member on more forums than I care to admit and the group here is first class.

As a small business owner myself, I understand the costs associated with processing credit cards. When I am dealing with a mom and pop type establishment, I like to use cash. Considering I paid with cash, $3489 to be exact after the $100 coupon from Harman's website, I asked that a brand new stove be ordered. Earlier this morning, I sent another email to verify whether or not the stove has actually been ordered. I have yet to receive word one way or the other. The demo stove hasn't made it into the house yet, so I'm not worried about loading back into my truck and returning it. The pellets, however, I intend to keep for the hassle. They are nicely stacked in my shop and if he wants them back, I will bring up the issue of negligence and/or fraud. I have a receipt that shows 'No Charge' for them, as well. If the dealer will trade me this 5 year old stove for the new one that I want, I'll accept it and move on. He has one chance to make this right.

As for warranty work, I'm not sure how that works out exactly. If a part fails, can I replace it myself or does the dealer have to?

You paid what is advertised on the Harman site for a brand new P61. I'm sorry but there's no way this dealer didn't consciously screw you. There is no way you will ever be able to trust this dealer in the future. The fact that he is not falling all over himself to make this go away is astonishing. He is already ignoring your e-mail. I am not by nature a confrontational person, but I really think in this case a confrontation is in order.

 

[ZBrooks]

You paid what is advertised on the Harman site for a brand new P61. I'm sorry but there's no way this dealer didn't consciously screw you. There is no way you will ever be able to trust this dealer in the future. The fact that he is not falling all over himself to make this go away is astonishing. He is already ignoring your e-mail. I am not by nature a confrontational person, but I really think in this case a confrontation is in order.

Good news...He just emailed me and said that a new stove is on its way. It should be here after the first of the year because of the holidays.

I am a confrontational person, sometimes too much, but I've learned to let people screw themselves to the point that I don't have to get emotionally charged up in the process of confronting them. Just present the facts and use the English language as well as I can and let the other person sweat it out. Sure, I am out the cash at the moment and it may get ugly when the topic of the pellets comes up, but I'm fairly confident that when I let him know that I know what kind of a stunt he pulled that he'll quit while he's behind.

One hesitation I have in pulling out all of the stops in exposing him via the newspaper, TV, BBB, etc. is that if those methods prove effective in diminishing his business, it will hurt his employees, of whom have nothing to do with this. I'll make sure to get this message across, if necessary.

Again, I really appreciate everyone's comments here.

 

[john193]

Good news...He just emailed me and said that a new stove is on its way. It should be here after the first of the year because of the holidays.

I am a confrontational person, sometimes too much, but I've learned to let people screw themselves to the point that I don't have to get emotionally charged up in the process of confronting them. Just present the facts and use the English language as well as I can and let the other person sweat it out. Sure, I am out the cash at the moment and it may get ugly when the topic of the pellets comes up, but I'm fairly confident that when I let him know that I know what kind of a stunt he pulled that he'll quit while he's behind.

One hesitation I have in pulling out all of the stops in exposing him via the newspaper, TV, BBB, etc. is that if those methods prove effective in diminishing his business, it will hurt his employees, of whom have nothing to do with this. I'll make sure to get this message across, if necessary.

Again, I really appreciate everyone's comments here.

Did you ask for his side of the story? What did he have to say for his action?

 

[ChandlerR]

I've been following this thread with interest. So many ways to handle it and so many ways it could go. Z, I never thought about the store and the employees. It wouldn't be a stretch to see a news station pick this up and run with it and destroy this guy. I personally think you're doing the right thing...at this point. Hopefully things will be made right by you but I am still amazed at what he tried to pull off. I'll be watching to see. Maybe he will learn a lesson?

Have a Merry Christmas and a great New Years!

 

[ZBrooks]

Did you ask for his side of the story? What did he have to say for his action?

His side of the story is explained via the emails we sent back and forth. I'll see if I can create a word document of our emails and attach it here.

 

[ZBrooks]

I've been following this thread with interest. So many ways to handle it and so many ways it could go. Z, I never thought about the store and the employees. It wouldn't be a stretch to see a news station pick this up and run with it and destroy this guy. I personally think you're doing the right thing...at this point. Hopefully things will be made right by you but I am still amazed at what he tried to pull off. I'll be watching to see. Maybe he will learn a lesson?

Have a Merry Christmas and a great New Years!

Thank you. Merry Christmas to you and yours.

 

[john193]

His side of the story is explained via the emails we sent back and forth. I'll see if I can create a word document of our emails and attach it here.

No worries. I was just curious.

 

[chken]

...One hesitation I have in pulling out all of the stops in exposing him via the newspaper, TV, BBB, etc. is that if those methods prove effective in diminishing his business, it will hurt his employees, of whom have nothing to do with this. I'll make sure to get this message across, if necessary.

Again, I really appreciate everyone's comments here.

That's very considerate, but certainly the employees know what kind of person they work for, and it didn't bother them enough to look for another job? I mean if you knew your boss was screwing someone, and you just went along with it, that's okay?

 

[gfreek]

Good thread keep us posted...Thanks & hope it works out for you and you are satisfied with the outcome..

 

[ZBrooks]

That's very considerate, but certainly the employees know what kind of person they work for, and it didn't bother them enough to look for another job? I mean if you knew your boss was screwing someone, and you just went along with it, that's okay?

Since I don't know for sure, I would have to assume and you know what they say about that. The two other employees I spoke to seemed to be quality individuals. One of them works in the stove department and was very upfront with me that he did not posses the same level of knowledge that the president of the company did when it came to Harman stoves. It didn't really leave me with a great feeling overall after speaking with both of them. I have since visited the other dealer of Harman stoves in my area, but that dealer didn't have a single Harman pellet stove on the floor.

 

[P38X2]

I certainly respect your decision to stick with this dealer, but if it were me, I'd absolutely go to the other guy for a stove. You're obviously a very patient and forgiving man.

I sincerely hope this guy doesn't dick you around on the one that was supposedly ordered. Not to stress you out but I can picture a few weeks going by and you getting a call by the dealer saying "how bout I knock $500 off the USED stove I sold you, I'm having a hard time getting another, bla bla bla"

Sometimes taking the "high road" gets you more frustrated. You can go to the other guy, order one, and be done with it. If the first dealer deceptively sold you a used stove, what do you think his warranty work could be like? You wanna be in the unfortunate position to have to call him for service down the road and have to worry about things?

Something to think about.

 

[fmsm]

Good news...He just emailed me and said that a new stove is on its way. It should be here after the first of the year because of the holidays.

I am a confrontational person, sometimes too much, but I've learned to let people screw themselves to the point that I don't have to get emotionally charged up in the process of confronting them. Just present the facts and use the English language as well as I can and let the other person sweat it out. Sure, I am out the cash at the moment and it may get ugly when the topic of the pellets comes up, but I'm fairly confident that when I let him know that I know what kind of a stunt he pulled that he'll quit while he's behind.

One hesitation I have in pulling out all of the stops in exposing him via the newspaper, TV, BBB, etc. is that if those methods prove effective in diminishing his business, it will hurt his employees, of whom have nothing to do with this. I'll make sure to get this message across, if necessary.

Again, I really appreciate everyone's comments here.

You sir are a gentleman, I would never have thought of the impact to his employees etc. I would have only thought of myself.

I own and operate a few companies, one of them a product I sell online (totally unrelated to stoves) and my feedback is 100% fantastic with 0 unhappy customers since starting in 2009. The simple principal I adhere to is that I treat every customer the way I want to be treated, and I'm very much a high demand customer when making purchases. If this dealer had this attitude this thread would not exist!

Please let us all know the final results, and a very Happy Holiday season to you and your family, the world needs more people like you!

 

[briansol]

I didn't read the whole thread.... so if this has been said, sorry.

But, you need to get off facebook/email and speak on the phone- or in person. While going back and forth leaves a paper trail, it lacks the interpersonal interaction that is super important in any business deal.

 

[Lousyweather]

That's very considerate, but certainly the employees know what kind of person they work for, and it didn't bother them enough to look for another job? I mean if you knew your boss was screwing someone, and you just went along with it, that's okay?

some people don't have a lot of choices.....and also, look at the folks who flock to work for the government.......

 

[gfreek]

and also, look at the folks who flock to work for the government...

I'm looking at them, what am I supposed to see ??

 

[Lousyweather]

Its an interesting post, and I also agree the OP has been patient. This type of dealer (and this type of story) certainly isn't something that one wants hear about. As I mentioned earlier, and the OP offered to provide, was the OTHER side of the story. All biases aside, everyone must agree there are two sides to any story.
I applaud the OP for having the patience in what he/she has already done......not so sure I would be as patient.
I have to say tho, AND I AM NOT SAYING THE OP IS ONE OF THESE, but there are certainly bad customers as well. You folks who aren't in the service-oriented business might not appreciate or even know of this, but its not always the dealer who is at fault. F'risntance. we walk away from self-installs which are unsafe. 3 appliances in one flue, and you're pellet stove needs service? Sorry, we wont bill you for the service (which we wont do in this case), buuut, we also aren't touching or fixing your unit. Its safer being broken. We own the unit if we work on it.....and have to think of your family and friends, first responders, etc. Well, the customer called up, abused the salesgirl and myself with foul and explicit language, and wonders why we wont service his unit? This one went to the BBB....funny, they (the BBB) saw it our way, and closed the complaint....our only one ever. Now, I don't know what this customer did do, but hey, they could have gone to the news, the papers, etc. and tried to ruin our reputation as well. And heck, we could have (and possibly should have), gone to the building department.....

What Im saying is they scorched earth, sour grapes thing isn't always the best way to go.........Karma? Hopefully it will get them....

 

[Lousyweather]

I'm looking at them, what am I supposed to see ??

if you have to ask, you wont understand.....

 

[gfreek]

I'm looking at them, what am I supposed to see ?? if you have to ask, you wont understand

I look in the mirror every day

 

[Lousyweather]

I look in the mirror every day

BINGO!

 

[iceguy4]

the OP offered to provide, was the OTHER side of the story. All biases aside, everyone must agree there are two sides to any story

Agreed "no matter how thin the pancake , there is ALWAYS two sides" I too am curious of th4 dealers position...BUT I suspect it will be weak.

 

[Ash]

some people don't have a lot of choices.....and also, look at the folks who flock to work for the government.......

?

 

[iceguy4]

What Im saying is they scorched earth, sour grapes thing isn't always the best way to go

sometimes its my "default setting" I find it best to wait "till cooler heads prevail" waiting...not my strong suit..

 

[Lousyweather]

sometimes its my "default setting" I find it best to wait "till cooler heads prevail" waiting...not my strong suit..

yea, and that's your personality, but your saving grace is you recognize it as well!

like ole Clint sez: "a man must know his limitations..."

 

[webbie]

BINGO!

Consider this a warning. Please adjust your attitudes or go to another site for awhile until you settle down.

Disparaging people because they are in public service is so......well, so weak.

Thanks!

 

[DOLLARBILL]

I pay for the ton of Pellets you got get a refund and run like Hell !