Verdict...will recommend and continue to use.
I ordered several packages and received some of their early production i believe. The blemishes I observed on the 8.5X11 and 13X19 sheets seemed excessive. I contacted Harman and then sent several samples to them for their evaluation. Below, you’ll find a copy of their response. My hat is off to them for excellent customer service! They did not deny the issue and are taking steps to see that the condition is remedied. I will definitely purchase more of their paper in the future.
“We have now fully evaluated your samples, and I have closed your complaint on my database - with the below pasted investigation finding comments.
You'll see it is my proposal that I send you over some replacement paper for your 2 sheet formats (which I am seriously envisaging will have lower numbers of these blemishes) - but I need an address, if you are in agreement, for where you woud like these sending.
Again, I offer our apologies for your inconvience. Please also feel free to come back to me with any further questions re the below summary.
Kind regards
sue
ps - it was an interesting/nice reflection tree image.
Summary of investigation findings
The samples have now been examined - and we do acknowledge that the circled defects are attributable to coating. They are commonly described as "microcracks" and can occur with any porous type inkjet papers, including, as you have unfortunately experienced, ours.
The levels you have identified on your samples are at a much higher level than we have been typically seeing during our Quality Control testing processes, and also during the general development of the product. More normal levels range from 0 to 1-2 defects per sheet.
That is not to say we have never seen similar levels as on your sheets, but such higer levels are certainly only rare.
On this occasion, and for which I can only apologise, it seems as though some material with higher levels of this defect than would pass our release criteria - were missed at the quality control stage
Although we are still actively involved in improving the product in this respect, an inherent design property of this paper, with its "air dried" look, means that it does not have a completely smooth surface, but does show a slight texture. As a result, these blemishes when they then do arise, usually merge with this surface appearance (at least - when present at extreme low levels and in small sizes). We have also found that these microcracks tend to fill-in when inked, and are not actually noticeable or distracting when viewing prints.
Having said all of the above, I have passed on your complaint to our ongoing product quality improvement teams - so please be assured that we take your findings and comments very seriously. We also very much appreciate you taking the time to report this to us, and thus giving us the opportunity to correct the situation.
As to your concerns that the roll you have on order might be affected at these levels, I cannot 100% guarantee that it will be totally free - because as you'll also have seen from your samples, some sheets probably showed none of the 'defects'. But some as you sent had 2 circled, and unfortunately some had several circled.
What I would like to suggest is that we will send you some paper as a goodwill gesture (to cover the 2 sheet formats you purchased ) - and that based on my above comments, and your experience with these free of charge replacements, you can decide what you wish to do concerning your outstanding roll order.
My personal belief with regard to the roll and any future material you may purchase i- s that I would expect them to show lower levels than you have regretfully experienced on the material you currently have.
I have assigned a Justified verdict - justified against product design issues, and our sincere apologies for the inconvenience that this has evidently caused you.”