As far as speaking to the factory I would have to agree with Richard on that one, I would no more expect a factory rep of a stove plant to speak with me about Baro settings as I would GM HQ in Detroit to talk with me about Tire inflation.
If not the factory, who exactly trains the stove dealers? Why is there no person with experience for this purpose?
In my case, I'm not relaying an experience with a manual fed coal stove. Yes, those are very basic. My bad experience with Harman is directly pointed to poor service from a dealer. Where do you turn when you have poor service from a dealer? I have a Harman pellet fireplace insert. It's all electronic. When the dealer is out 6 times and still can't fix it, where else am I to turn to?
Had someone at the factory taken 10 minutes to talk to me, it could have answered many questions and saved a lot of ill will. Everything is electronic in this stove. What exactly am I supposed to "know" when the dealer himself doesn't? Why am I to be a guinea pig in his learning curve?
Tech support is a part of doing business. If a company refuses to talk to its customers when they ask for help, then they sure as heck don't need their business either. I wasn't calling for touch up paint or asking how to clean the glass. I want to know why I can't get heat out of the all electronic stove, and why the As#%#@#@ dealer is giving me the runaround.
I''ll go out of my way to NOT buy their product again. All because of lack of tech support and piss-poor attitude on the dealer's end, and that of the factory. They don't care about me. Why should I care about them?
I should have bought a stove at Home Depot. The lack of support would have been the same.