There are a few thing you need to know prior to reading this post. I am a Harman dealer, and I do think its still the best stoves made out there....I am only addressing pellet issues here, as it seems to be the cause of the greatest consternation in this board. I know I probably am going to get "blasted" here, but here goes.......
In becoming a Harman dealer, you agree to service all the stoves you sell. The dealer is responsible for all warrantee work on the units they sold. Harman in our case has done an admirable job in supporting us with questions, parts, and problems they may have had. They have had problems, to be sure, and I am not disputing that. At least in our case, they have supported any and all decisions weve made with respect to warrantees and issues.
Many of the problems I have read about herein seem to be dealer issues. Harman holds classes every year concerning service and their units, and invites ALL dealers to attend. There are also other great resources available, such as the upcoming classes in Salt Lake. A dealer can be as educated as he/she wants to be, some just choose not to. Alot also depends on the tech or salesperson dealing with the customer. Is the salesperson just telling you what they think, and not what they know, or are they just telling you what they think you want to hear? Are you possibly misunderstanding whats being said? ( I know, I know, you NEVER misunderstand ANYTHING). I actually get alot of customers from a neighboring dealer who cant seem to be able to service their units in a timely manner....I think that IS a Harman issue. If the dealer were doing his job, there would be no need for the end user to contact Harman....obviously, thats not the case. Its VERY difficult to diagnose a problem when talking on the phone to someone light years away, who has little technical expertise, and may/may not know what they are talking about. Most issues are cleaning issues which can be solved by READING THE MANUAL, or going to (broken link removed) to see how to clean the unit. Sometimes its the installation....another dealer issue. Sometimes its the stove....a Harman issue, but supposed to be handled by the dealer, as per the agreement.
How can you diagnose issue without draft tests, or seeing the installation, or hearing that intermittent "noise"? "My stove is smoking alot....why?"......um.....what model is it?......OH....its a Harman.....and its black...........whats your draft reading?.......draft?!....whats that?!.......I dont have a draft meter!.......Did your dealer take a reading?....Oh no......I am a {insert your profession here}......and something as simple as installing a stove is very easy for someone of my intellect........
The dealer has a huge bearing upon how the stove gets serviced, and thats true even if its a Harman, a Breckwell, Whitfield, St Croix, etc. In fact, the dealer should be part of what is considered in buying the stove. How happy are their other customers? Do you see alot of complaints on internet bulletinboards or newgroups? Do you know other folks who have dealt with them?
Its similar to buying a car in fact. You buy a car...say a Ford. Youve had it 6 months, and you start hearing a noise under the hood. Do you call Ford Corporate and ask them what the noise is? No. You call the dealer. Hes supposed to fix it. Or maybe you ignore the noise. It gets worse. The car stops running. Now you have to have it towed to the dealer. They check it out. Find out noones ever checked the oil. The dipsticks rusty. You need to check the oil. There are those out there that might say that its not their fault...they didnt KNOW they had to check the oil, even tho its in the manual.
Point is, the fact that the stove isnt working or is making a noise, or is using alot of pellets, or is smoking, or wont light, or just doesnt seem to put out heat....isnt necessarily a defect in the stove. It CAN be, but you know, far as I've seen, it USUALLY isnt the stove, but one of a myraid of other issues. Harman isnt in a physical position to run right out and visit every persons house to check out the unit. The dealer is much closer. The warrantee is 3 years on electrical components, 6 on the stove body, against defects in materials or workmanship. Ive never made a claim to Harman that was refused. My only complaint against Harman is that I hate having to ship back the defective parts....costs me money. I understand why they want them...so they can get credit....but its SUCH a pain! (Harman employees....are you reading this?).
I could go on, but now Im getting typers cramp. Ok, come and get me.......*shiver*....*cringe*
In becoming a Harman dealer, you agree to service all the stoves you sell. The dealer is responsible for all warrantee work on the units they sold. Harman in our case has done an admirable job in supporting us with questions, parts, and problems they may have had. They have had problems, to be sure, and I am not disputing that. At least in our case, they have supported any and all decisions weve made with respect to warrantees and issues.
Many of the problems I have read about herein seem to be dealer issues. Harman holds classes every year concerning service and their units, and invites ALL dealers to attend. There are also other great resources available, such as the upcoming classes in Salt Lake. A dealer can be as educated as he/she wants to be, some just choose not to. Alot also depends on the tech or salesperson dealing with the customer. Is the salesperson just telling you what they think, and not what they know, or are they just telling you what they think you want to hear? Are you possibly misunderstanding whats being said? ( I know, I know, you NEVER misunderstand ANYTHING). I actually get alot of customers from a neighboring dealer who cant seem to be able to service their units in a timely manner....I think that IS a Harman issue. If the dealer were doing his job, there would be no need for the end user to contact Harman....obviously, thats not the case. Its VERY difficult to diagnose a problem when talking on the phone to someone light years away, who has little technical expertise, and may/may not know what they are talking about. Most issues are cleaning issues which can be solved by READING THE MANUAL, or going to (broken link removed) to see how to clean the unit. Sometimes its the installation....another dealer issue. Sometimes its the stove....a Harman issue, but supposed to be handled by the dealer, as per the agreement.
How can you diagnose issue without draft tests, or seeing the installation, or hearing that intermittent "noise"? "My stove is smoking alot....why?"......um.....what model is it?......OH....its a Harman.....and its black...........whats your draft reading?.......draft?!....whats that?!.......I dont have a draft meter!.......Did your dealer take a reading?....Oh no......I am a {insert your profession here}......and something as simple as installing a stove is very easy for someone of my intellect........
The dealer has a huge bearing upon how the stove gets serviced, and thats true even if its a Harman, a Breckwell, Whitfield, St Croix, etc. In fact, the dealer should be part of what is considered in buying the stove. How happy are their other customers? Do you see alot of complaints on internet bulletinboards or newgroups? Do you know other folks who have dealt with them?
Its similar to buying a car in fact. You buy a car...say a Ford. Youve had it 6 months, and you start hearing a noise under the hood. Do you call Ford Corporate and ask them what the noise is? No. You call the dealer. Hes supposed to fix it. Or maybe you ignore the noise. It gets worse. The car stops running. Now you have to have it towed to the dealer. They check it out. Find out noones ever checked the oil. The dipsticks rusty. You need to check the oil. There are those out there that might say that its not their fault...they didnt KNOW they had to check the oil, even tho its in the manual.
Point is, the fact that the stove isnt working or is making a noise, or is using alot of pellets, or is smoking, or wont light, or just doesnt seem to put out heat....isnt necessarily a defect in the stove. It CAN be, but you know, far as I've seen, it USUALLY isnt the stove, but one of a myraid of other issues. Harman isnt in a physical position to run right out and visit every persons house to check out the unit. The dealer is much closer. The warrantee is 3 years on electrical components, 6 on the stove body, against defects in materials or workmanship. Ive never made a claim to Harman that was refused. My only complaint against Harman is that I hate having to ship back the defective parts....costs me money. I understand why they want them...so they can get credit....but its SUCH a pain! (Harman employees....are you reading this?).
I could go on, but now Im getting typers cramp. Ok, come and get me.......*shiver*....*cringe*
!!
