Harman paint flaking - true cause found

[MikeNH]

Just my 2 cents.

I hear what you're saying, however, I was the first person to report the problem to my particular dealer (there have been 2 other owners that I know of who subsequently reported the problem) who worked with Harman, who found the true cause of the issue and thus put the word out to other dealers as to what the solution would be. In a world where most "customer service" uses warranty loopholes, reads from canned answers, or is simply non-existent or unhelpful, I consider this great customer service, which for me is defined as "doing the right thing for the customer."

As for "wrong paint", stuff happens. It was either a supply problem, or someone really messed up. Either way, stuff happens. It's what a company then does about that "stuff" that determines how I feel about their customer service.

Regarding the paint job, what I will be getting as described to me by the dealer (in writing) is a complete stripping of all old paint down to the metal across the entire stove, followed by a repaint with the correct paint from the factory (which they've already received). Also included is pickup and delivery and re-installation.

UPDATE:
Spoke with my dealer today to get some information because I wanted to dispel any assumptions...

My stove does not have a baked-on enamel finish. That is offered on some Harman stoves, but not the one I got. My model is (well - should have been) sprayed-on high temp paint for hot-rolled steel. Harman stated to my dealer that this issue was a supplier problem (could they be covering their butt, sure...who knows). Someone, somewhere screwed up and nobody noticed until several consumers (including me) started sending in pictures of excessive paint peeling and flaking. Once Harman discovered the problem, they did in fact reach out to dealers to let their affected customers know what was going on, and what the fix would be. According to my dealer, not every dealer is authorized to perform this fix. Some dealers are having their customer's stoves shipped back to Harman for a respray with correct paint. My dealer is approved for this work, so Harman shipped the correct paint to them. Harman is covering all costs.

 

[PJPellet]

My stove purchased new in Feb. of 2011 has flaked badly. Infintely worse now compared to last Fall. I'm just dealing with it as I do not want to deal with the dealer, etc.

 

[MikeNH]

Got her back today. They did a great job. I'm now officially all set for the next heating season, which sadly begins in about 3.5 months.

 

[chken]

I'm glad Harman stood behind your stove, though it does seem odd that more odd "stuff" seems to happen to them than to other mfrs. Is it just because there are so many Harman stoves out there that we hear about more of these oddities, or does this happen to all the mfrs, and we just don't hear about it?

 

[zrtmatos]

Harman backs their products very well. I just had an example of that with a service rep. He helped me emensely!

 

[stayfitz]

My P68 (manufacture date - May 2012) has the same problem... (plus a bubble/distortion on the burn pot)!! My Harman dealer went out of business about a year ago. I recently contacted Harman and the phone tech said I should contact another Harman dealer in my area and arrange for a site visit. I called the new Harman dealer (picked up the brand when my dealer/installer went out of business) and explained the situation. He asked that I email photos of the problems. Now waiting for a solution from Harman with new local dealer support. The burn pot should be an easy solution. However, I don't think the new dealer is setup and/or certified for a repaint? We'll see...

 

[stoveguy2esw]

ok, inside info

it IS a supplier problem, we had it happen several years ago. they as we do im sure , buy paint from a vender this vender probably makes different paints for different applications , I suspect they has a "whoopsie"at the paint company. not something that would be Harman's fault per se. knowing what I know about Dane and his boys, I suspect they will make things right. he's a stand up guy and he runs a stand up company.

 

[Bioburner]

Americans are known to groan and complain but not give the feedback to the retailer.

 

[stayfitz]

The (new) Harman dealer called me today with an update... HHT is going to replace my stove with a BRAND NEW unit! My mind is totally blown! That is beyond incredible customer care! The new unit was ordered today and should arrive in about a week. I'll keep everyone posted (almost seems like a dream)

 

[stayfitz]

The (new) Harman dealer called me today with an update... HHT is going to replace my stove with a BRAND NEW unit! My mind is totally blown! That is beyond incredible customer care! The new unit was ordered today and should arrive in about a week. I'll keep everyone posted (almost seems like a dream)

The new (replacement) stove will be installed Thursday (August 28th)!

 

[stayfitz]

New (replacement) P68 was installed today! Did an hour long run for paint cure, etc. with open windows/doors. Slight production changes compared to older version - no hopper safety switch, hopper lid handle style, ash drawer door handle, control panel decal with color coding. The burn pot format looks identical. Still need to install hopper extension, remove rear panel OAK knock-out, attach OAK, clean-up the hearth area, etc.