Harman Customer Service

As many of you probably know, Dane Harman had to sell the company. Running a successful company takes more than just a good idea or a good design. It takes good planning, execution and followup, including good customer service. Harman chose to deal only through their dealers which is fine. They should have also had someone at the factory who manned a tech support/help desk. Also, if you choose to deal only through your dealers, your dealers should be properly trained and intimately familiar with your products. Not all Harman dealers are. To this day, ordering parts is still a drawn out process. I ordered two grates about 3 weeks ago from my local Harman dealer. I asked if he could tell me if they were in stock. NO. Could he tell me how long it would take to get them. NO. They did call me a week later after I bugged them and said they were in stock and should be about 3 weeks. That's just ridiculous. BTW, I still don't have them.

Having said all of that, I still have to agree with Lewis. I wouldn't trade my Harman.

I'm sure many of the new users have made a decision for a particular stove because of comments here. Harman has shot itself in the foot while Jerry, Alaska and Keystoker have garnered postive comments on customer service.

I have to agree with Traderfjp, If I read this post on Harman costumer service I would have looked more closely at other brands. But having said that, I wouldn't trade it now. I do however, think they could have designed the bottom end better.
Talk about that in another thread.

JB

Some on this forum have enough age on them to remember what good customer service was like,and don't get me wrong it still can be found in many places.I can cite some excellent examples.We however are in the process of being made complacent. Can't help me ,oh,I guess that will be O.K. Did you ever stop to realize that good customer service and going the extra mile costs money. We have become so greedy that the only thing that some think is : If he doesn't want it the next one will ,they will wait and they will pay the price! Not good enough?go elsewhere. Will this be cash or credit?

Uglysquirrel wrote: I called 15-17 dealers before one said they could get parts in 10 business days, and they did it in 12 business days,found out the dealer was a GOLD dealer.

Umm I could parts for 1986 Mercedes Truck generally in about 3 days. Overnight if I wanted to pay for it. Longest I ever waited standard delivery was 5 days.

It used to be that good customer service was standard or the company went out of business. Too often now, we find ourselves faced with the option of crappy customer service and low prices or good customer service and higher prices.

I'm all for paying a little extra for that support and service and therefore, I do. But I'm careful to shop the dealer as much as the product. I have to know that they actually care. If so, I'll pay a premium. I'd like to keep those folks in business...

lewis wrote:Harman Customer service may not be outstanding but truth is you don't need much from them . The Harman is a Top a the Line stove period and I wouldn't trade mine fer two of any other brand . So if your so tired of the lack luster hand holding of yer dealer let me know and I will gladly take the Harman causing you all the grief off yer hands fer ya .

I would not call basic customer service "hand holding" I expect better from a "top of the line " stove manufacturer. I know what kind of service I give as an HVAC technician and instructor and it is 1st rate. I know that my customers demand the best and are willing to pay a premium for it, they deserve it. A premium manufacturer knows that the longer their product stays in the home the less likely a competitors product is purchased. So customer service and product support needs to be paramount to a successful business no matter what the product. Even my cheap Hyundai has excellent customer service even doing a free repair out of the warranty period. I'll take two Keystokers please.

J Salami