Boy am I steamed - mostly with myself - so prepare to hear a rant and a cautionary tale.
My Accentra FS is in it’s 4th season of great heating. About 6+ weeks ago, in the depths of the deep freeze, strange grinding noises began emanating from the stove. Then the auger quit turning and some investigation/repair was obviously needed.
Now I am a large sized guy, and as you can see from my avatar, the stove is set back in a recessed alcove (more about that later) making working behind the stove problematic for me, absent pulling it out. Moreover, while I am pretty handy - for a Jewish kid from the Bronx, although I am half Italian - I lacked confidence to pull motors, check wiring, etc.
So, to make a long story short, I called the Harman dealer I bought the stove from for a service call. I was dutifully shifted to the service department’s voice mail where I left my message, explaining that my auger was not turning. I left a similar message 3 days later, never having received a return call. Weeks later and I still have not heard from them. The local rumor mill has it that unless you buy overpriced pellets from them, they are not keen on helping you with service issues.
Having been thwarted, and burning oil all the while, I looked for another repair option, and found a Harman dealer in the next county over - about 14 miles away. I called, was greeted warmly and an appointment was made for the following week. I was advised in advance that coming to the house to diagnose the problem as a $219 + tax service call, plus whatever parts were needed and time for the ultimate repair. This did not sit well - I thought the $219 should at least offset the repair cost - but I agreed.
To his credit, the tech arrived as scheduled within the window of time they had defined, despite a heavy snow fall. He was here for 12 minutes to turn on the stove and instantly diagnose the problem as burned out bearings on the combustion motor. The part had to be ordered (that set off alarms about a dealer with no inventory of common parts) but he would return the following week to make the repair - for an additional $515.00 + tax!. Like an idiot (I think I told you I was mostly steamed at myself) I agreed. Madame DeFarge was all for it and figured that at least they came and we would make up the overcharge in saved heating oil.
Well, the tech returned as promised, changed out the offending motor and turned the stove back on, only to hear a “new grinding noise” and announce that the auger motor was shot as well. For another $500 + tax that could be fixed. Moreover, since all the motors were the same age, it was recommended that I replace the distribution motor as well, for an additional $414.00 + tax.
I said I would check with the bride and get back to them. This was last week and I have not called them, nor have they called me.
So, I have been without my stove for almost 2 months, I spent almost $800 for nothing and still need to replace the auger motor. My 18 year old son is thin enough to get back there and will do the actual work - he was on his high school robotics team so should be able to handle it. I can get the motor for about $140 (ours is the newer one with no chain) and we will be back up and running. But a few points.
First: A question to those who know much more than I do. Are there any ancillary parts to order and change at the same time? I am thinking of brackets, bushings or guides or some such? If so, all input will be greatly appreciated.
Second: If I knew then what I know now I would have had the stove installed a foot or so further out from the back wall to facilitate later access and repair. Moreover, I would have had them route the vent/OAK a little differently so that there would be easier access to that distribution blower at the bottom of the stove in the rear.
Having said all that, I still love my stove and look forward to having it back on line soon.
Sorry for running so long, but thanks for listening and for any reactions!
My Accentra FS is in it’s 4th season of great heating. About 6+ weeks ago, in the depths of the deep freeze, strange grinding noises began emanating from the stove. Then the auger quit turning and some investigation/repair was obviously needed.
Now I am a large sized guy, and as you can see from my avatar, the stove is set back in a recessed alcove (more about that later) making working behind the stove problematic for me, absent pulling it out. Moreover, while I am pretty handy - for a Jewish kid from the Bronx, although I am half Italian - I lacked confidence to pull motors, check wiring, etc.
So, to make a long story short, I called the Harman dealer I bought the stove from for a service call. I was dutifully shifted to the service department’s voice mail where I left my message, explaining that my auger was not turning. I left a similar message 3 days later, never having received a return call. Weeks later and I still have not heard from them. The local rumor mill has it that unless you buy overpriced pellets from them, they are not keen on helping you with service issues.
Having been thwarted, and burning oil all the while, I looked for another repair option, and found a Harman dealer in the next county over - about 14 miles away. I called, was greeted warmly and an appointment was made for the following week. I was advised in advance that coming to the house to diagnose the problem as a $219 + tax service call, plus whatever parts were needed and time for the ultimate repair. This did not sit well - I thought the $219 should at least offset the repair cost - but I agreed.
To his credit, the tech arrived as scheduled within the window of time they had defined, despite a heavy snow fall. He was here for 12 minutes to turn on the stove and instantly diagnose the problem as burned out bearings on the combustion motor. The part had to be ordered (that set off alarms about a dealer with no inventory of common parts) but he would return the following week to make the repair - for an additional $515.00 + tax!. Like an idiot (I think I told you I was mostly steamed at myself) I agreed. Madame DeFarge was all for it and figured that at least they came and we would make up the overcharge in saved heating oil.
Well, the tech returned as promised, changed out the offending motor and turned the stove back on, only to hear a “new grinding noise” and announce that the auger motor was shot as well. For another $500 + tax that could be fixed. Moreover, since all the motors were the same age, it was recommended that I replace the distribution motor as well, for an additional $414.00 + tax.
I said I would check with the bride and get back to them. This was last week and I have not called them, nor have they called me.
So, I have been without my stove for almost 2 months, I spent almost $800 for nothing and still need to replace the auger motor. My 18 year old son is thin enough to get back there and will do the actual work - he was on his high school robotics team so should be able to handle it. I can get the motor for about $140 (ours is the newer one with no chain) and we will be back up and running. But a few points.
First: A question to those who know much more than I do. Are there any ancillary parts to order and change at the same time? I am thinking of brackets, bushings or guides or some such? If so, all input will be greatly appreciated.
Second: If I knew then what I know now I would have had the stove installed a foot or so further out from the back wall to facilitate later access and repair. Moreover, I would have had them route the vent/OAK a little differently so that there would be easier access to that distribution blower at the bottom of the stove in the rear.
Having said all that, I still love my stove and look forward to having it back on line soon.
Sorry for running so long, but thanks for listening and for any reactions!
Now that he knows what kind of price he can command, is he thinking of becoming a service tech?
... zipping up my flame suit, i begin to ponder: 
