Pete,
Disclaimer, do not read if you are a Happy Harman stove user:
Sorry to hear about your Harman stuff. I tried dealing with multiple dealers and the corporate headquarters with a multiple amount of issues I was dealing with at the time. My last resort was to sue, but I chose to not have a judgement placed that would probably never be able to be collected. I never did get anywhere with it. I wound up repairing it myself, but ask why is it sitting on a crate in my garage? Well, because it is a untrustworthy certified POS. Around here we call it the (joke) wood.
Beware if the dealer give you parts under warranty work and install it yourself, mine claimed just do it yourself, I am too busy. Mine claimed the labor rate plus parts installed on two different issues, when in reality I did it myself.
Hearth and Home has the resources to clear up customer service issues and work with dealers, but both parties are responsible. Myself as a business man, drop any product line that is lacking quality or poor support. If they care about their product and have complaints about a dealer, they should pull their dealership.
Fast forward a couple years and I have an awesome woodstock fireview and they have great customer service. It has healed the "Harman" wounds of the past. I smile every morning loading it up before I leave for work.
Lesson I learned, customer service and craftsmanship are worth their weight in gold.