giggs222 said:
One problem a dealer has is keeping his focus on one customer for long enough to correct problems quickly. We often have as many as 50-100 customers all demanding attention at once. This can affect performance drastically. I know I do not always get back to people as soon as they would like. But, you said he was there up to ten times? I think I would make up my mind by the third time as to whether I should replace the unit or not.
As to Harman, they are simply following their business model. They do not deal direct with customers. They only work through their dealers. Most stove companies operate this way. This works fine if the dealer is good and competent. This creates a real problem when the dealer fails to satisfy the customer. We need to come up with a better way to deal with problems so that the customer is not left holding. I wish I had more time to devote to solving this industry problem. For now, I'm just trying to solve these issues in my own market.
We are located about two hours north of NYC, in the Catskills, next to the Mid-Hudson Valley.
Sean
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