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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 don’t 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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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) PS AUDIO PPP(8) RGPC 1200(20) RGPC POLE PIG(4) JL GOTHAM SUBS(2) SONOS ZP90-W4S MOD, LUMAGEN RADIANCE SCALER, SONY VPH-G90U PROJECTOR, SVS SCISSOR LIFT, STEWART STUDIOTEK 120" MOTORIZED SCREEN, ASC ACOUSTIC PANELS & BASS TRAPS, CINEMA-TECH SEATING, WIREWORLD PLATINUM STARLIGHT HDMI, GOLD ECLIPSE CABLES & PLATINUM ELECTRA PC'S
Reference System: ACCUPHASE A250 MONOBLOCK AMPS, C3850 PRE-AMP, DP950 CD/SACD PRECISION TRANSPORT, DC950 PRECISION DIGITAL PROCESSOR, DG-58 DIGITAL VOICING EQUALIZER, T1200 FM STEREO TUNER, PS530 POWER SUPPLY, SONOS ZP90-W4S MOD, HRS-SXR CUSTOM 4V-4V RACK w/ M3X 1921 SHELVES, TAD REFERENCE ONE MK2 LOUDSPEAKERS, WIREWORLD PLATINUM CABLES & PLATINUM ELECTRA PC'S
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MX150, MC501(2) MC1.2KW(10) MC2301(2) MR88, MS750(3) 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) OPPO-BDP95, PS AUDIO PPP(8) PUREPOWER 1050(4) RGPC 1200(15) JL GOTHAM SUBS(2) JL FATHOM F113 SUBS(4) SOUND ANCHOR SUB STANDS(2) LUMAGEN RADIANCE PRO SCALER, SONY VPH-G90U PROJECTOR, STEWART STUDIOTEK 120" SCREEN, SONUS FABER STRADIVARI, SILENZIO, SONOS ZP90-W4S MOD, BRYSTON BHA-1, ASC ACOUSTIC PANELS & BASS TRAPS, FORTRESS SEATING, WIREWORLD PLATINUM ECLIPSE CABLES & PLATINUM ELECTRA PC'S.
Analog Rig: CLEARAUDIO INNOVATION WOOD w/ OUTER RING & CLAMP, UNIVERSAL ARM w/ Da VINCI' CART, 2nd UNIVERSAL ARM w/ GOLDFINGER STATEMENT CART, KLAUDIO RCM, HRS-MXR REFERENCE 4V RACK-GLOSS BLACK w/ M3X 1921 SHELVES, AESTHETIX RHEA SIG PHONO-PRE, PS AUDIO PPP, RGPC 1200, WIREWORLD PLATINUM ECLIPSE CABLES & PLATINUM ELECTRA PC'S
Reference System: BURMESTER 911MK3 AMP(3), 088 PRE-AMP, 089 CD PLAYER, 100 PHONO PRE-AMP LOADED, 948 POWER CONDITIONER, AVID ACUTUS REFERENCE SP TT, GRAHAM PHANTOM II SUPREME ARM, BENZ MICRO LP-S CART, ESOTERIC GRANDIOSO P1/D1 STACK, G01X RUBIDIUM MASTER CLOCK, N05 NETWORK PLAYER, SILENZIO, HRS-SXR CUSTOM 2V-3V-2V RACK w/ M3X 1921 SHELVES, STILLPOINTS, SONUS FABER AIDA SPEAKERS IN RED VIOLIN FINISH, JL FATHOM F113(2) SOUND ANCHOR SUB STANDS(2) ASC ACOUSTIC PANELS & BASS TRAPS, GIK PICTURE PANELS, PS AUDIO P10, WIREWORLD PLATINUM CABLES & PLATINUM ELECTRA PC'S

Library System: ESOTERIC GRANDIOSO SYSTEM M1 MONOBLOCK AMPS(2), C1 LINESTAGE PRE-AMP, K1 CD/SACD PLAYER, G1 MASTER RUBIDIUM CLOCK, E02 PHONO-PRE, SILENZIO, SONOS ZP90-W4S MOD, AERIAL ACOUSTICS 20T V2 SANTOS ROSEWOOD, AERIAL SW12 SUBS SANTOS ROSEWOOD w/ BASES(2), CANTON REF K1, VPI HRX TT w/ SDS POWER SUPPLY, ORTOFON CADENZA BLACK CART, FURUTECH SILVER ARROWS PHONO CABLE, KLAUDIO RCM, SHUNYATA PS8, RGPC 1200(2) STEVE BLINN COMPLETE CUSTOM RACK, ASC STUDIO TRAPS, WIREWORLD PLATINUM ECLIPSE IC'S & PLATINUM ELECTRA PC'S
Bryston/Esoteric System: ESOTERIC C02-X PRE-AMP, P-02X TRANSPORT, D02-X DAC, G02-X CLOCK, BRYSTON 28B CUBED MONOBLOCK AMPS, BIT-15(2) AMR-DP777-SE DAC, SILENZIO, TAD REFERENCE ONE MK2 LOUDSPEAKERS, QUADRASPIRE RACK, WIREWORLD PLATINUM ECLIPSE IC'S & PLATINUM ELECTRA PC'S
Accuphase/Canton System: ACCUPHASE E-650 INTEGRATED, DP750 CD/SACD PLAYER, T1200 FM STEREO TUNER, PS530 POWER SUPPLY, CANTON REF K3, CANTON REF K5, SILENZIO, HRS MXR 4V REFERENCE MAHOGHANY RACK w/ M3X 1921 SHELVES, WIREWORLD GOLD ECLIPSE IC’s & PLATINUM ELECTRA PC'S

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