Harman Warranty Sucks - UPDATE - Now I am MAD!

[swalz]

I need my Feeder Weldment replaced and the dealer ask do you have it out yet :ahhh:

Next they told me they only cover $55 dollars for the service and could recommend places that could do it. I thought they were suppose to have the best warranty but what good is it if I have to fork out money for 4 to 6 hrs of labor charges. I don't have the money to pay for a service guy so I guess I will be doing this myself. If you are looking at Harman's buyer beware if you need service plan on spending some money for the service!


12/12/09
Can I get some help from a couple of Harman Techs?

I would like if you can write a letter and send to me in a email what the time to do the replacement of the Feeder Weldement would be on average and why you would not bring back the stove in parts and assemble when you get to the customers site. I have the letter written up for Consumer Protection Agency and would like to attach it to the letter to help out with my case. I already have the case number so I have already started the process they are just waiting to receive the information to proceed the investigation.

Please PM me and I will give you my email to send to.


12/8/09 Update
OK, just got off the phone with the company repairing my stove, they want $1140 for the repair! :bug:
I told them that was unreasonable and if I new that they were going to charge that I would not have let them take the stove. They are charging me 5.5 hours for the repair and 4 hours to pick up and deliver the stove at $120 hr. He was going to charge $175 hr and I almost had a heart attact, after I told him that when we last spoke he said it was $120 hr for on site but he was going to see about the shop rate to make it less. They are charging 4 hours at $120 to pickup and deliver the stove. 2 hours to pick up, I had the stove out and all they did was load it up on a truck and two guys did it while going to another job, he said he needed 4 guys to offload it. So I am getting charged $480 to pick up and deliver the stove, Not right at all!

I put in a call to the dealer and the person handling the issue is out today, waiting to hear what they are going to do.

Buyer beware of Harman!

10-27-09
UPDATE: the area Rep called and said they are paying $450 for the repair! :cheese:
I am now waiting on a call from the dealer to schedule the service call. I thought I was going to be stuck with a defective stove and 4 tons of pellets this winter.


10-23-09
Update response from Harman:


Thank you for your inquiry.

The written warranty has limitations and may not cover what you are being
charged for. You may review the written warranty in the installation and
operation manual. Our dealers are independently owned and operated, having
their own policies for their service department. We suggest contacting the
dealer to get a detailed account of what the charge is for and if it’s
refundable if the service call qualifies for warranty.

If you are in need of further assistance you can find a local dealer by
clicking on the link below.

Update 11/12/09:
Stove is being picked up tomorrow to be repaired.

 

[oldgoalie]

I'd think it's more with your dealer than with Harman. Any other Harman dealers in your area you can check with? If not, I'd give Harman a call.

 

[thewoodlands]

I need my Feeder Weldment replaced and the dealer ask do you have it out yet :ahhh:

Next they told me they only cover $55 dollars for the service and could recommend places that could do it. I thought they were suppose to have the best warranty but what good is it if I have to fork out money for 2 or 3 hrs of labor charges. I don't have the money to pay for a service guy so I guess I will be doing this myself. If you are looking at Harman's buyer beware if you need service plan on spending some money for the service!

How old is your Harman?

From there site.

(broken link removed to http://www.harmanstoves.com/products/details.asp?f=XXVPSTV&nav=warranty)


Zap

 

[krooser]

I need my Feeder Weldment replaced and the dealer ask do you have it out yet :ahhh:

Next they told me they only cover $55 dollars for the service and could recommend places that could do it. I thought they were suppose to have the best warranty but what good is it if I have to fork out money for 2 or 3 hrs of labor charges. I don't have the money to pay for a service guy so I guess I will be doing this myself. If you are looking at Harman's buyer beware if you need service plan on spending some money for the service!

How old is your Harman?

From there site.

(broken link removed to http://www.harmanstoves.com/products/details.asp?f=XXVPSTV&nav=warranty)


Zap

Great advice... sure sound like they would replace it and R&R it under warranty.

Good dealers, any brand, are hard to find.

 

[swalz]

I need my Feeder Weldment replaced and the dealer ask do you have it out yet :ahhh:

Next they told me they only cover $55 dollars for the service and could recommend places that could do it. I thought they were suppose to have the best warranty but what good is it if I have to fork out money for 2 or 3 hrs of labor charges. I don't have the money to pay for a service guy so I guess I will be doing this myself. If you are looking at Harman's buyer beware if you need service plan on spending some money for the service!

How old is your Harman?

From there site.

(broken link removed to http://www.harmanstoves.com/products/details.asp?f=XXVPSTV&nav=warranty)


Zap

Under 2 yrs, warranty was the 6 yr - 3 yr Harman Gold warranty before it changed.

 

[Delta-T]

What is wrong with the weldment that it needs replacing?? If its inside the Warrantee period, that dealer ( I assume the dealer the stove was purchased from) should handle that (regardless of the lack of hourly compensation they receive for warrantee work). If he doesn't...he's a fool, and a joker.

 

[swalz]

What is wrong with the weldment that it needs replacing?? If its inside the Warrantee period, that dealer ( I assume the dealer the stove was purchased from) should handle that (regardless of the lack of hourly compensation they receive for warrantee work). If he doesn't...he's a fool, and a joker.

Crack in the auger tube, Dealer no longer a Harman dealer, Harman took it away from them. I am dealing with another Harman dealer that does not have service techs.

 

[wil lanfear]

What is wrong with the weldment that it needs replacing?? If its inside the Warrantee period, that dealer ( I assume the dealer the stove was purchased from) should handle that (regardless of the lack of hourly compensation they receive for warrantee work). If he doesn't...he's a fool, and a joker.

Crack in the auger tube, Dealer no longer a Harman dealer, Harman took it away from them. I am dealing with another Harman dealer that does not have service techs.

Whether he has service techs or not is not the issue. The issue is, the stove was purchased from a dealer no longer in business. I don't agree with this thought, really doesn't make sense but I know this happens. Its like buying a new vechicle somewhere on the east coast, driving it to the west coast, needing warranty service and the dealer telling you that you need to take it back to where you purchased it for warranty coverage. Here is a number if you choose to complain.



Harman Stove Company
1500 Armstrong Valley Rd
Halifax, PA 17032

(717) 896-8802

 

[Delta-T]

hmmm, that is a dilemma. Harman WILL reemburse the dealers for more than the single hour of work for somrthing like that, the dealer just needs to touch base with Harman. If they have no technician on staff that makes things difficult. Ask if your new dealer can put you in touch with an area rep for Harman(mind you, they are not obligated to do so, but its something they might be able to do for you). Replacing the weldment is not the easiest, or cleanest thing to do, I certainly wouldn't try to do it in your house. We (the dealer I work for) would remove the stove and do the work in our shop, run the stove for a few hours and return it (usually takes a good couple of hours to do it right, turnaround of a few days usually). If you get nowhere with your local dealer, PM me your contact info and I'll see if there's anything I can do for you. Good Luck

 

[webbie]

If that is the best warranty in the business, I'd hate to ponder the worst!
Dealers do come and go, and some problems are always likely, but it is up to the Harman people to make your stove right. If you have problems, the best bet is to contact the field rep for Harman for your area - they are a good interface between the factory, the dealer and you.

 

[swalz]

hmmm, that is a dilemma. Harman WILL reemburse the dealers for more than the single hour of work for somrthing like that, the dealer just needs to touch base with Harman. If they have no technician on staff that makes things difficult. Ask if your new dealer can put you in touch with an area rep for Harman(mind you, they are not obligated to do so, but its something they might be able to do for you). Replacing the weldment is not the easiest, or cleanest thing to do, I certainly wouldn't try to do it in your house. We (the dealer I work for) would remove the stove and do the work in our shop, run the stove for a few hours and return it (usually takes a good couple of hours to do it right, turnaround of a few days usually). If you get nowhere with your local dealer, PM me your contact info and I'll see if there's anything I can do for you. Good Luck

There is a dealer that is 48 miles away that has technicians but not sure if they would do the work, I sent in email to Harman and will try the Regional Rep to see if he can help.

 

[swalz]

Been calling around to different Harman dealers, have one that is 18 miles away suppose to call me back and they said they service Harman. I hope they will work with me, they did not get into the warranty details and said they would go over it with me when the service rep calls back.

Edit:
Same thing these guys don't have service techs they contract out. The service place said they would help if they could but they are to far away and I am outside their service area.

 

[kinsmanstoves]

Best of luck. But I agree it is not Harman at fault but the dealer. Right now dealers are slammed with repairs of all kinds. If the dealer does not have the parts it might take weeks to get them. I just did a total rebuild of a 5 yr old PC-45. I am still waiting on parts. I was lucky that I got some of the parts from another dealer.

Eric

 

[swalz]

Best of luck. But I agree it is not Harman at fault but the dealer. Right now dealers are slammed with repairs of all kinds. If the dealer does not have the parts it might take weeks to get them. I just did a total rebuild of a 5 yr old PC-45. I am still waiting on parts. I was lucky that I got some of the parts from another dealer.

Eric

If they said it would be fixed but could not get to it right away would be one thing but to be told that I would be responsible for the service call is not right. I paid extra to get a stove that would be covered under warranty and not a do it yourself repair. I am waiting to see what this other dealer says before I start calling Harman directly or the Rep for the region and I should still have his number in the folder at home I hope.

 

[swalz]

Looks like Harman's Warranty may not be worth the paper it is printed on, all my calls have gone unanswered.

 

[millhouselives]

How about call them again and tell them you are going to contact local B. B. B. and refer to this website and let them know that many Harman owner's are watching and waiting to see this resolved for you. If they expect any repeat business and I mean all the Harman Dealers then they need to do the right thing and do it for their customers..that is if they want any future customers. Good Luck in your battle with them.

 

[Robby]

I'M WITH YOU.
After purchasing 3, yes three units, I found the warranty was cr&p. Called other dealers, I had not purchased from them, call dealer you bought from. Found no way to contact Harman. Bought the parts from outside source, installed myself. On two occasions in 2 years I asked for warranty. Dealer did not refuse, just never showed or sent parts. each time very apologetic and promised action, but alas same result. Called many times, gave up. Learned my lesson. Problem is I think the product is OK, but service stinks.

Robby

 

[Fsappo]

What is wrong with the weldment that it needs replacing?? If its inside the Warrantee period, that dealer ( I assume the dealer the stove was purchased from) should handle that (regardless of the lack of hourly compensation they receive for warrantee work). If he doesn't...he's a fool, and a joker.

Crack in the auger tube, Dealer no longer a Harman dealer, Harman took it away from them. I am dealing with another Harman dealer that does not have service techs.

A Harman dealer without service techs is like a Race Car and no pit crew. Doesnt add up, unless Harman has lowered it's dealership standards since being bought out by HHT

 

[swalz]

What is wrong with the weldment that it needs replacing?? If its inside the Warrantee period, that dealer ( I assume the dealer the stove was purchased from) should handle that (regardless of the lack of hourly compensation they receive for warrantee work). If he doesn't...he's a fool, and a joker.

Crack in the auger tube, Dealer no longer a Harman dealer, Harman took it away from them. I am dealing with another Harman dealer that does not have service techs.

A Harman dealer without service techs is like a Race Car and no pit crew. Doesnt add up, unless Harman has lowered it's dealership standards since being bought out by HHT

The reason I went with Harman was the warranty, should have done a little more research before buying.

Well I won't give up I am that type of person, I start out easy but as time goes on I will start to push more and more and I won't give up until they get tire of hearing from me!

Did the same thing on my car that was totaled, insurance was not going to cover under uninsured motorist but after calling them several times a day and calling and getting hold of someone higher up then the last person they finally covered it.

 

[swalz]

squeak squeak squeak

Starting to get somewhere just got off the phone with the regional Rep for HHT and he is looking into it.

 

[tengger]

Had a problem with My PF 100 within the first 2 months of owning it 1.5 years ago. You can call Hamon they will tell you that they will not talk to you. After i explained I was getting no where with my dealer and had no heat. they called my dealer. then my dealer called me kissing my ass. this all took about 3 hours granted i did the work myself but was able to get the info need to fix a factory screw up.

 

[Maineiac]

As I mentioned in another thread Harman would not cover a part for me even though it was only two weeks out of warranty. The first three weeks of the warranty were spent in the store I bought it at! So in essence it should have still been under warranty and I did the diagnosis and labor. $108 part would have gone a long way for their reputation.

 

[swalz]

Had a problem with My PF 100 within the first 2 months of owning it 1.5 years ago. You can call Hamon they will tell you that they will not talk to you. After i explained I was getting no where with my dealer and had no heat. they called my dealer. then my dealer called me kissing my ass. this all took about 3 hours granted i did the work myself but was able to get the info need to fix a factory screw up.

The problem is the dealer I bought mine from is no longer a Harman dealer and I was told this is not an easy repair and after looking at what I have to do I agree. I just want to get most of the service fee covered not just $55 which will not put a dent in a 3 - 4 hour service charge.

 

[Lousyweather]

hmmm, that is a dilemma. Harman WILL reemburse the dealers for more than the single hour of work for somrthing like that, the dealer just needs to touch base with Harman. If they have no technician on staff that makes things difficult. Ask if your new dealer can put you in touch with an area rep for Harman(mind you, they are not obligated to do so, but its something they might be able to do for you). Replacing the weldment is not the easiest, or cleanest thing to do, I certainly wouldn't try to do it in your house. We (the dealer I work for) would remove the stove and do the work in our shop, run the stove for a few hours and return it (usually takes a good couple of hours to do it right, turnaround of a few days usually). If you get nowhere with your local dealer, PM me your contact info and I'll see if there's anything I can do for you. Good Luck

There is a dealer that is 48 miles away that has technicians but not sure if they would do the work, I sent in email to Harman and will try the Regional Rep to see if he can help.

Anytime we've had to do a feeder weldment replacement, we have reomoved the stove from the residence, brought it back to the shop, replaced the weldment, and brought the stove back out to reinstall it. The actual job of doing the work IS invloved, and it IS dirty. I certainly wouldnt want to do it in the customers' home........WAY too messy. The repair involves, with the XXV, completely dissassembling the drive mechanisms, the hopper, etc....not an hours job, closer to 4-6 hours, not including transport of the unit...which in your case would involve driving roughly 200 miles....This is the height of the season for dealer service and installs. many dealers find they have to prioritize customers due to the fact that the customer bought the stove from them, or distance, complexity of repair, or for a myraid of other reasons. That being said, Harman WILL reimburse for greater than $55, the dealer only really has to call and confirm it. It is in the best interests of Harman to have your issue fixed, especially when the original dealer is no longer a dealer. Ive seen instances where they arrange service for customers with other stove shops for this reason, or issues where the stove owner just hates their dealer and wont deal with them. That being said, the "new" dealer is not beholden to service and honor a warrantee from another dealer.

Good luck!

 

[swalz]

Well I am not happy with the response I received from Harman, I suggest anyone looking at buying a Harman consider the support they give you before you buy!


form Harman:

Thank you for your inquiry.

The written warranty has limitations and may not cover what you are being
charged for. You may review the written warranty in the installation and
operation manual. Our dealers are independently owned and operated, having
their own policies for their service department. We suggest contacting the
dealer to get a detailed account of what the charge is for and if it's
refundable if the service call qualifies for warranty.

If you are in need of further assistance you can find a local dealer by
clicking on the link below.

United States & Canada: