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Old 02-10-2018, 09:44 AM
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Default Trouble Ordering Parts

I'm curious if anyone has had experience ordering parts from Revel (Harman). I had a pair of Salon2's damaged during freighting and have been trying to order new boxes, packaging as well as new bases - I've also ordered boxes and packaging for a Voice2 and Gem2's. Initially Harman supplied me with all the pertinent parts numbers and I placed my order on December 18th - Since then, it's been a battle trying to get confirmation on anything. The insurance company is ready to settle the claim, but Harman doesn't seem to know which end is up and communication with them has been abysmal... I've never seen anything like it. I've dealt with many, many high end manufacturers who have all been very responsive, but getting Revel parts has been like pulling teeth. Parts doesn't answer their phone, they promise return calls that never come, they're spotty responding to emails, and now they're telling me via email that my December order has not yet been placed and that everything is on backorder for at least 60 more days. There seems to be no end in site. Very distressing. Any thoughts? Anybody?

Last edited by Moonshot; 05-03-2018 at 06:33 PM.
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Old 02-10-2018, 11:49 AM
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Bob.......You might try finding out who the corporate officers are, then email them about your issue. I have had some issues with companies in the past, and once the the top guys were informed of the poor service I was receiving things improved quickly. Go around the people who don't want to help. When the people who pay them speak they will listen.
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Old 02-10-2018, 12:06 PM
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If you purchased them from a Revel dealer I would kindly request their assistance, they often have better luck getting such support from the companies that they represent. We've seen numerous examples of this here when Ivan steps in to support his clients and things seem to then get resolved very quickly! Just one advantage of working with a fine dealer.
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Old 02-10-2018, 01:07 PM
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There is Harmon store in Manhattan. (All Harmon, nothing but Harmon). You might wanna try Googling the store and calling it. I donít know if they can or will help you but at least someone will answer the phone.
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Old 02-10-2018, 02:11 PM
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Hey Bob, Dans recommendation makes sense - let us know
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Old 02-10-2018, 03:29 PM
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I know a lot of people on AA are not fans of social media, but I would check and see if they are on Twitter or Facebook. If they are, its much more effective than trying to e-mail them as they probably have a dedicated person to monitor these accounts. I am not a huge fan of either platform, but have received almost instantaneous responses from some big and small companies when I have used their social media vehicles.
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Old 02-10-2018, 03:35 PM
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Bob... reach out to Patrick Gaffney at Harman; I PM’d you his email address.

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MX150, MC501(2) MC1.2KW(10) MC2301(2) MR88, MVP881, MCD1100, MDA1000, C1000C/P/T, MPC1500, ESOTERIC K-01X 30th ANNIVERSARY (BLACK) SACD/CD PLAYER, G02-X CLOCK, HT3F(2) XRT2K, XCS2K, XR27(2) JL GOTHAM SUBS(2) JL FATHOM F113v2 SUBS(4) SOUND ANCHOR STANDS(2) KALEIDESCAPE STRATO & TERRA SERVERS, LUMAGEN RADIANCE SCALER, SONY VPH-G90U PROJECTOR, STEWART 120" SCREEN, SONUS FABER STRADIVARI, SILENZIO, FORTRESS SEATING, WIREWORLD PLATINUM CABLES
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Reference System: BURMESTER 911MK3 AMP(3), 088 PRE-AMP, 089 CD PLAYER, 100 PHONO PRE-AMP, 948 POWER CONDITIONER, AVID ACUTUS REFERENCE SP TT, GRAHAM PHANTOM II SUPREME ARM, BENZ MICRO LP-S CART, GRANDIOSO P1/D1 STACK, G01X RUBIDIUM MASTER CLOCK, N05 NETWORK PLAYER, SILENZIO, HRS-SXR CUSTOM RACK w/ M3X SHELVES, SONUS FABER AIDA SPEAKERS, JL FATHOM F113v2 SUBS(2) SOUND ANCHOR STANDS(2) WIREWORLD PLATINUM CABLES

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Old 02-10-2018, 04:13 PM
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IVAN - You are the best. This is the contact I've been seeking. Thank you. I really appreciate it - I've sent Patrick an email outlining my three months of wrestling with Harman's parts department and I'll report back on the resultant outcome.

Last edited by Moonshot; 02-12-2018 at 12:46 AM.
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Old 02-12-2018, 11:04 PM
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THE BIG FIX

I followed Ivan and Dan's suggestion to contact Harman management in an attempt to clear the logjam that I've been encountering with their parts department, and thanks to Ivan's contact information I was able to email Patrick Gaffney, the Northeast Regional Manager at Harman. I detailed my frustrations and sent him the lengthy email thread between myself and parts for his review. Directly after our correspondence, I found parts were unbelievably responsive and helpful today, and in fact not only did they call me twice, but I was told me that they'd attempt to get at least part of my order out sometime this week. What a difference a day makes. What a difference a fire lit under a parts department makes. Thank you all for your helpful comments. Much appreciated. I don't know if the culture at Harman parts will undergo a fundamental shift for the better, but their forward motion today was certainly a positive development and a breath of fresh air after a nearly three month battle to obtain some fairly basic materials. Let's see if their renewed spirit and commitment to address customer needs continues...

Last edited by Moonshot; 02-12-2018 at 11:16 PM.
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Old 02-12-2018, 11:14 PM
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Bob... great to hear, and I’m happy to help.
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MX136, MC1.2KW(10) MC2KW(2), MCD1100, MS750(2) MVP881, C1000C/P/T, MPC1500, HT-2 SUBS(2) HT3F(2) WS350(2) XRT2K, XCS2K, XR27(2) XCS350(2) JL GOTHAM v2 SUBS(2) LUMAGEN RADIANCE SCALER, SONY VPH-G90U PROJECTOR, STEWART 120" MOTORIZED SCREEN, CINEMA-TECH SEATING, WIREWORLD PLATINUM CABLES
Reference System: ACCUPHASE A250 AMPS, C3850 PRE-AMP, DP950 CD/SACD TRANSPORT, DC950 DIGITAL PROCESSOR, DG-58 DIGITAL EQUALIZER, T1200 FM STEREO TUNER, PS1230 POWER SUPPLY, HRS-SXR CUSTOM RACK w/ M3X SHELVES, TAD REFERENCE ONE MK2 LOUDSPEAKERS, WIREWORLD PLATINUM CABLES
CAPE COD

MX150, MC501(2) MC1.2KW(10) MC2301(2) MR88, MVP881, MCD1100, MDA1000, C1000C/P/T, MPC1500, ESOTERIC K-01X 30th ANNIVERSARY (BLACK) SACD/CD PLAYER, G02-X CLOCK, HT3F(2) XRT2K, XCS2K, XR27(2) JL GOTHAM SUBS(2) JL FATHOM F113v2 SUBS(4) SOUND ANCHOR STANDS(2) KALEIDESCAPE STRATO & TERRA SERVERS, LUMAGEN RADIANCE SCALER, SONY VPH-G90U PROJECTOR, STEWART 120" SCREEN, SONUS FABER STRADIVARI, SILENZIO, FORTRESS SEATING, WIREWORLD PLATINUM CABLES
Analog Rig: CLEARAUDIO INNOVATION WOOD, UNIVERSAL ARM w/ Da VINCI' CART, 2nd UNIVERSAL ARM w/ GOLDFINGER STATEMENT CART, HRS-MXR REFERENCE RACK-GLOSS BLACK w/ M3X SHELVES, AESTHETIX RHEA SIG PHONO-PRE, WIREWORLD PLATINUM CABLES
Reference System: BURMESTER 911MK3 AMP(3), 088 PRE-AMP, 089 CD PLAYER, 100 PHONO PRE-AMP, 948 POWER CONDITIONER, AVID ACUTUS REFERENCE SP TT, GRAHAM PHANTOM II SUPREME ARM, BENZ MICRO LP-S CART, GRANDIOSO P1/D1 STACK, G01X RUBIDIUM MASTER CLOCK, N05 NETWORK PLAYER, SILENZIO, HRS-SXR CUSTOM RACK w/ M3X SHELVES, SONUS FABER AIDA SPEAKERS, JL FATHOM F113v2 SUBS(2) SOUND ANCHOR STANDS(2) WIREWORLD PLATINUM CABLES

Library System: GRANDIOSO M1 MONOBLOCK AMPS, C1 LINESTAGE PRE-AMP, K1 CD/SACD PLAYER, G1 MASTER RUBIDIUM CLOCK, E02 PHONO-PRE, SILENZIO, AERIAL ACOUSTICS 20T V2, AERIAL SW12 SUBS(2), CANTON REF K1ís, VPI HRX TT w/ SDS POWER SUPPLY, ORTOFON CADENZA BLACK CART, KLAUDIO RCM, SHUNYATA DENALI 6000/S v2, WIREWORLD PLATINUM CABLES
Bryston/Esoteric System: ESOTERIC C02-X PRE-AMP, P-02X TRANSPORT, D02-X DAC, G02-X CLOCK, BRYSTON 28B3 CUBED MONOBLOCK AMPS, SHUNYATA DENALI 6000/S v2(2) AMR-DP777-SE DAC, SILENZIO, TAD REFERENCE ONE MK2 LOUDSPEAKERS, QUADRASPIRE RACK, WIREWORLD PLATINUM CABLES
Accuphase/Canton System: ACCUPHASE E650 INTEGRATED, DP560 CD/SACD PLAYER, T1200 FM STEREO TUNER, PS530 POWER SUPPLY, CANTON REF K3ís, CANTON REF K5ís, SILENZIO, HRS MXR REFERENCE MAHOGHANY RACK w/ M3X2 SHELVES, WIREWORLD GOLD CABLES
Bryston Active System: BP26 PRE-AMP, MPS2 POWER SUPPLY, BAX-1 CROSSOVER, BDA-3 DAC, BDP-3 PLAYER, BCD-3 CD PLAYER, BIT15(2), MODEL T ACTIVE SPEAKERS, 21B3 CUBED AMPS, SILENZIO, TARGET RACK, WIREWORLD SILVER CABLES
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