Harman does it again!!!!

I had a service call on a ten year old Harman. I found the feeder assembly and some related components were damaged. I called Harman informed them what I found. Harman called me back the next day and I was told they were sending out replacement parts for the customer at no charge. I made the customers day. It is so nice selling an American made product that the maker stands behind.

I will be adding pictures of the rebuild as it goes along.


Eric

 

Music to my ears!

 

Pretty nice of them to stand behind their product that way.

Eric, just curious.....were the feeder components they're going to replace anything they had "updated" due to a problem they had, since he bought the stove?

 

Harman has always been pretty good (to us) in fixing bona-fide issues, even after the warranty is up. Good example is the 5-hole burn pot. We replace them when we see them, but in some cases, we don't see them before the auger tube is shot......still covered. I know they get a bum rap for their customer service (Harman expects the dealer to service their own customers), but they DO have a consumer line.....

That being said, don't expect things covered which are beyond the manufacturer's control....like neglect....that'll cost ya!

 

Harman Has had a problem with the auger rubbing on the feeder tube. This tube did have similar issues.

Eric

 

Harman replaced both of my 300i blowers after 1 week of use, 1 had oil drip out of the back of the motor onto the hearth,
No questions asked, they sent both, did not want the still running original 2...
I am in year 2 of running the original motors!

 

Sounds like Harman has worked on cleaning up their act with customer service and warranty issues. That's a good thing.

 

I never knew there was a problem. Not since I been working with them.

Eric

 

gotsta agree with Eric......Harman has always required the dealer to service the units they sell, and that hasn't stopped. As for warranty issues, they have never denied a claim we put thru as a warranty issue as of yet, s long as you're mindful of what the warranty actually is....in other words, for instance, a 3 year old probe wont be covered under warranty, so we don't unreasonably try to put it thru as such.

 

I seem to remember pretty clearly some people on the "other" forum who had major problems (read that design flaws, not user error) that dealers wouldn't fix because Harman refused to reimburse them for labor and/or travel expenses. They had a very hard time even contacting Harman after dealer "refused" to fix the stove. I remember that it took months to get the problems resolved.

 

depends on what the flaw is, I guess, imacman. cant speak for the other dealers, but I do know that Harman has never given us grief over warranty work. Its actually pretty amazing what's been covered.....I have an inkling its more the dealer who didn't want to do the work here (and I've done warranty work for Harman on other dealers' stoves....when we do, we tend to get a bit more from Harman for the work..)

 

I'm sure they're very good in most cases. I know Eric wouldn't sell them if they were a problem to deal with, like another brand he sold that will go un-named.

 

That is what I was referring to without stirring the pot too much. Like I said, I am happy to hear that there are good things happening. A number of years back I had a Harman in the solid fuel line and went through a lot of headaches.

 

DING DING DING Winner winner catfish dinner!

 

I do not remember this discussion and have not had time to go looking but I would say Harman is the best manufacturing company I have ever dealt with and including firearms, tv's, washer dryers, automotive, or whatever. I am not a paid celebrity and the views expressed here are mine. If I heard the entire story I am sure it was all dealer fault and not Harman.

Eric