Does anyone know how to contact Dane Harman - dealer in Southern NH isn't responsive to our new stov

[Deesla]

I posted below about our glass being burnt by the flame, and I thank you all for your posts and emails. We purchased our P68 in Southern NH and are being told to "clean the stove". I've asked for a service call, sent him some of your knowledge, only still to be told "I was told by the rep to clean your stove". I've cleaned and cleaned it, sent photos to him and to some of you and it is meticulous. Does anyone know how to contact Dane Harman or to get somewhere? Dealer acknowledged in an email there is a problem, but it's not being rectified.
Thanks once again!
D

 

[rona]

Harmans policy is that your are supposed to go through your dealer. The company won't help you simple as that. They have a good product but a very bad policy concerning their customers problems.
The good thing is their warranty was transferrable to the next owner.

 

[Wet1]

Agreed with the above comment, many Harman dealers will do poop for you once they have your money.

I don't know how to contact Dane (never tried), but I have contacted the factory and received some good technical help from them in the past. I don't recall the phone number off the top of my head, but you can find their location and look their number up online.

Good luck.

 

[tinkabranc]

So are you saying the dealer just gave up on you??
Did they confirm that the glass is not a cleaning issue or are they just relaying the
message from tech support?

You are at the mercy of your dealer when there are issues with the stoves, as Harman does
not deal with customers directly

 

[rona]

It isn't just Harman that does that. I have seen it with different stove companies once they got your money they pretty much say goodbye. A lot depends on your dealer and his honesty after the sale. He should be the one that will help you since he made the profit on the sale. Harman forces you to go through a dealer even if your dealer quits business. This seems grossly unfair to me and was the reason I resold my Harman and switched to a different brand of stove.

 

[webbie]

Harman was bought by a big conglomerate over a year ago. I have never - ever heard of a customer who spoke to Dane, even before that. As well it should be in most cases - with 200,000+ stoves out there he would never have a moment to do anything else!

Most stove companies do work this way.

FYI, the ceramic glass is a substance which is simply bought from another vendor and it is extremely rare that there could be anything wrong with it. Possible, but very rare. I have heard of clouding relating to coal...which gives off different chemicals than wood. And I suppose it is possible that wood pellets could give off certain flue gases which might discolor the glass.

Note sure of Harman warranty, but the same company makes Quad Pellet Stoves - and that warranty says:
"This limited warranty does not extend to or include surface finish on the appliance or terminations, door gasketing,
glass gasketing, glass discoloration, firebrick, pellet logs, kaowool or other ceramic insulating materials"

In most cases like this, dealers or manufacturers will usually replace the glass once.......in my experience. In the cases I have handled, the customer has brought the door into our shop, which saves a service call. That may be over and above the letter of the warranty, but it at least tends to prove that a piece of glass was not defective.

I should state that it is rare for a piece of glass in a pellet or wood stove (and even in a gas stove) to stay perfectly clean (even when cleaned) over a long period of time. The glass can slightly fog or craze, etc.

 

[wil lanfear]

Here is a phone number that you could try, I found it in the Pa. yellow pages.

Harman Stove Company
1500 Armstrong Valley Rd
Halifax, PA 17032

(717) 896-8802

 

[matttrudeau1]

I've had dealer service issues as well. I recently bought my stove used, but it's still under warranty. The dealer where the stove was purchases is far away from me, so I need to do a warranty transfer to my closest dealer. You would think a simple transfer of paperwork would be easy. Think again. I needed a new ignighter for my Harman Advance. My new dealer wanted me to pre-pay for the ignighter because they didn't know if they would be re-imbursed by Harman. Thankfully, it's the middle of summer, so I told the dealer to send it back and when Harman confirms it's a bad ignighter, I'll come pickup my new one. We'll see what happens, but at least I have time on my side. I called another dealer in Southern NH and they would have given me a new ignighter on the spot if the stove had been purchased from them. It's just frustrating being "locked" into a dealer that you might not be satisfied with. I mean that's one of the big selling points of buying a Harman stove, the warranty!

 

[Stentor]

My assumptions are that you have proof the warranty is in effect, that you know who is now responsible for fulfilling the terms of the warranty, that you have made several good faith efforts to remedy the problem, that you are willing to pay a reasonable amount for repair or replacement if necessary, that you have been polite and reasonable in your dealings with all parties, and that you have carefully documented your efforts.

If those assumptions are correct, you may want to consider small claims court.

 

[summit]

how is it burnt? is it black, or has it burned a white haze into the glass?

 

[stoveguy2esw]

there was a thread earlier about glass crazing , turned out to be the flame guide. check to ensure its in position properly and it matches any pictures in the manual (im not familiar with the manual so im guessing if its in there). last poster with that issue had a defective one which was replaced. not sure if thats your problem but symptoms sound similar

 

[snowrider]

I posted below about our glass being burnt by the flame, and I thank you all for your posts and emails. We purchased our P68 in Southern NH and are being told to "clean the stove". I've asked for a service call, sent him some of your knowledge, only still to be told "I was told by the rep to clean your stove". I've cleaned and cleaned it, sent photos to him and to some of you and it is meticulous. Does anyone know how to contact Dane Harman or to get somewhere? Dealer acknowledged in an email there is a problem, but it's not being rectified.
Thanks once again!
D

Let me guess...did you but it from a dealer in Pelham HN?? I bought mine there (Harman Advance) and the dealer and his wife are very rude people. I had several issues with mine and they told me the same thing, clean your stove. The guy actually started swearing at me over the phone and he never once came out. I called Harman and they couldn't really help, but this was when they were going through the transition. I went through two auger motors and a distribution blower which iIhad to diagnose and change myself. I got the parts from a dealer close to Hampton, they were very nice people. I actually sold it last year and bought a new P61 from Buchanon Fireplace in Medford Ma. Now they are a true dealer with customer service in mind.

I'm sure it's been covered but the glass issue is quite common. I scrape my stove daily and I will wipe the glass down with a lightly dampened paper towel and it does the trick. Never do this when the flames have been really high, let it did down a bit first before you scrape. I know this post is old but I haven't been on here for a while.

 

[ducker]

wow... so were they jerks to you before you purchased the stove at all?? I'm think there's no way I would have bought from them.

 

[snowrider]

No, not at all. In the beginning they said that the stove would last for years and that I wouldn't have a problem, and if I did, they would take catre of it. They became jerks when I was having problems. They were blaming me. I had the stove for 3 years and I just bought a new one from Buchanon Fireplace in Medford Ma. The folks at Buchanon are awesome!! The ppl in Pelham are dead-beats...

 

[ducker]

Ah... I stopped by Buchanon Fireplace last summer when I was thinking of getting a stove.. I live way out in western MA, but I work close by to that shop.. They did seem quite nice and were happy to answer my questions and give me information regarding the stove.

 

[snowrider]

Yeah, they are great people. I cannot stress enough when you buy a Pellet Stove, you are buying the Dealer, not the stove. Seeing they only service their own, you are stuck with the dealer you choose. Their installation was perfect, they came when they said they would, etc.. This should speak to their Customer Service.... My stove came with Black paint from the factory, before they left they just wanted to make sure that the can worked. They tried it and it didn't spray. They ordered me another can, and when it came in, they came to my house to drop it off; I live 25 miles from their shop.

From the consultation on the phone, to installation, to after the fact, Buchanon's are top notch people. If you live in the new england area, you should check them out. I think they are opening another shop on the south shore soon....

Here is their wesite:

http://www.buchananfireplace.com/

 

[sparkydog00]

The Harman Accentra insert is the second insert I have owned. I was the previous owner of a Lopi insert. It served me great for 5 years. I had one service call in the 5 years and was so disgusted with the service tech i vowed to never call the idiots again. It was a stove shop in Wayland. The term tits on a bull comes to mind.
Anyway I was able to get a service manual online from Travis Industries for my stove. It had schematics and step by step troubleshooting guide. I sold the stove with the service manual to a guy who no doubt is still using it 3 years later.
So I attempt to get the same thing for the Harmen. You would think I was trying to get some kind of Top Secret document out of the Pentagon. You have to become a service tech...attend Harmen school to get the manual. Not very user friendly...but it is a damn good stove!