Brand new Harman Advance... and im not happy with it

Since you (a Harman dealer) are placing the blame on Harman's protocol, then why would anyone want to sell the product if they do not have faith in the manufacture process? Sounds like its time to move on to a more reliable and responsible product for Harman dealers.

 

and what product would that be? (this should be good)

 

That isnt a question I can answer for you.

How's that?

 

aw, you didnt take the bait!

 

Jay- Tho I may be wrong, I don't believe any pellet manufacturer does.

 

I understand that every manufacture has a protocol and that not everyone has the same abilities for service.

I also believe that Harman products are generally reliable, I have one and know at least 6 others with them with no issues.

No matter what type of product is produced, there will be flaws here and there, The dealer is the first line of defense for the customer that gave them their money and is also ultimately responsible for keeping the customer happy. If they cannot do that then they wont be around for long.

Maybe you can enlighten on Harmans path to repair/replace a defective product. Its not the customers battle with the manufacture, its the selling/servicing dealer.

 

Nope....been around way too long for that

 

Which puts the onus on the selling/servicing dealer-am I wrong? If so, please explain. This is a real question as I am interested in how the process is in the industry.

 

That might do it

 

I hate to say it, but that is changing in my industry of business equipment. Cut backs at the corporate level is leaving more and more on us, the servicing dealer. Luckily we have several very good diagnostic technicians. Frankly the best place to get answers is sometimes an online technical forum of your peers.

 

Well, typically, we try to catch defects when we install. These aren't common at all, but it does happen. Its why we insist on starting the unit, regardless of the temperature....Ive started units in the home at 90+ degrees. Sounds crazy, but can often save a service call. This might have been caught that way, but given whats happened with the process, I find that unlikely with this dealer. Its a moot point here, as its a self-install.
But, lets say for the sake of argument, we start the stove, everything's good, and 3 weeks later something happens. Customer calls, we go out and see what the issue is. Usually in 3 weeks, its not a cleaning issue. We find the issue, repair or replace it, and go away...parts and labor are included (still under warranty). Thats how they USUALLY go. Now, lets say the issue is something that cant be repaired...Ill make something up here....lets say we have a bad weld on the heat exchanger, and it leaks (Ive not had this, but am using it as an example....we don't carry welding machinery in the vans).....we point it out to the customer, but then we have to get with the warranty folks at Harman, who make the decision of what to actually do. If its a replaceable part, we get it and replace it, but if its not, then Harman instructs us on what they want us to do.....sometimes we have to take the stove back and put another in its place. Again, not common, in fact, exceedingly uncommon, but it happens. Harman warrants the stove, not the dealer, so they tend to get first crack at it.
When the job is done, we submit our list or parts to Harman, and get reimbursed eventually for the parts, and the $55 for time, travel, and labor in doing the work.

 

yea, often a good resource, but this Advance is a GREAT example......many iterations of the Advance with subtle nuances that could affect the fix....for instance, dipswitch settings aren't the same for all Advances, it depends on the CB.
These forums can be a great resource for help though, as the people here have wide areas of different expertise. Some guys are great mechanics, electricians, programmers, etc.....with a stove tech, you're not gonna find someone well-versed in all of that.
Just be careful, against popular belief, not everything you read on the internet is safe or correct. And sometimes, things cant be fixed without a real hands-on. Stove might be fine, what about the pipe? etc

 

That actually is a good and logical protocol, and yes it relies on the abilities if the technician as well as Harman. Harman doesnt want to replace part/stoves needlessly. No one does as it costs money.

So, if it is a self intall (like here) but is inspected by the selling dealer (like here-pretty sure?) does that change anything in the process with Harman?

 

Great, now your adding in common sense to the mix

 

Well, self-installs can be interesting, but as long as the self-installer FOLLOWS THE DIRECTIONS in the manual, its all fine. Installing your own stove does not void any warranty. Installing your own stove incorrectly, or making mods to the UL listed units may very easily void the warranty.
We see many folks who have done as good an install as the techs. So, yea, still covered, even if the dealer didn't inspect it after install. The sticky wicket here is if we see an install that's dangerous or illegal (2 appliances in one flue, a pellet stove vented in gas pipe, etc)........at that point, its not covered, its dangerous, we know about it, and are therefore liable. Folks don't appreciate it when you report an unsafe install to the authorities though....go figure

 

Nothing beats experience in service. My top guys didnt start out knowing how to fix weird issues, they had to bang their head against it prior and no one tech is the best at all areas because he/she hasnt seen all the weird issues first hand.

Products that get subtle but corrective changes over a few years are often the more difficult ones to diagnose to a less experience tech. Communication between them is key, including have relationships with technicians of other dealers.

 

Funny you should say this. The bent stud was brought up at inspection and my dealer/tech repeatedly said " its bent like that for expansion purposes" also they never started it just ran it in test mode.

 

yea, Lord.....that's BS, pure and simple.......