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Old 08-23-2011, 09:22 AM   #1
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HWH response time

Very difficult to contact customer service at HWH in regard to leveling jack problem. [4 days for answer?]

Dilema is this! jacks will raise and lower coach however the jacks ONLY lower coach but remain on ground. They will only retract as far as the weight of the coach pushes against them. Anyone experience this?
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Old 08-23-2011, 09:29 AM   #2
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I called HWH to order a part yesterday and was placed in the callback queue. So far no reply in 24 hours. I wonder how long it will take to give me a call. At least I don't have an emergency and don't have another trip planned for a month.
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Old 08-23-2011, 09:40 AM   #3
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3 day wait for me. They are slammed all the time. Just a thought did you loosen the fill cap? Maybe the vent is plugged.
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Old 08-23-2011, 12:03 PM   #4
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Sounds like poor springs
  1. Start the coach,
  2. Air bags will lift coach 3 inches or so (if you have air suspension)
  3. place 2X4 under jack
  4. use 2X4 as a lever to raise jack..

Works for me every time, hope this gets you moving!
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Old 08-23-2011, 12:16 PM   #5
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HWH has terrible customer service, I never did recieve a call back from a request over a month ago. They should stop pretending to offer customer servie and just refer inquiries to their dealers. Thats who I called to get my questions answered.
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Old 08-23-2011, 12:33 PM   #6
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Too bad everyone is having problems. I called them a couple of months ago while camping and they called me back the same day and were very helpful. On the way to Madison I stopped in and they did a repair for me, quick and saved me a couple hundred dollars. Maybe just overload from Summer.
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Old 08-23-2011, 01:03 PM   #7
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HWH had a booth at the FMCA rally at Madison. I talked to their main office about 3 weeks ago and was told due to the economy they have had to reduce staff. It is my understanding Winnebago is not using them again as a supplier for model year 2012. I asked why and they told me Winnebago told them they could buy cheaper someplace else. In the business world it appears there is no loyalty and only money talks.

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Old 08-23-2011, 06:22 PM   #8
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I had a problem with HWH jacks about four months ago. I called them & the tech returned my call either the same or next day. I think we made six or seven calls to each other trouble shooting my system over the next several days. The tech was very good and spent a lot of time helping me with the system. In my case I speak very highly of them.
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Old 08-23-2011, 06:51 PM   #9
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Several weeks ago we pulled our rv out of storage for the annual trip to Reno(Hot August Nights) The day before we were scheduled to leave we noticed a large puddle of hydraulic fluid on ground under HWH solenoids/resevoir. Several of the solenoids had decided to start leaking I called HWH and we received our response 5 days later after we were already on the road. They suggested I pull the solenoids and return them to their factory for rebuild. Obviously, on the road that was impossible, so we struggled thru messes of hydraulic fluid for the next 10 days. After getting home, I pulled all 4 solenoids and shipped them back to HWH for rebuild. I'm bringing this up reluctantly since they have my parts, but after spending 35 years with the original business jet manufacturer I must say if I had a similar response time for parts our business relations surely would of been severed. We had very dramatic slow downs in the aircraft buisness as they have presently and found concentrating on our customer service (spare parts and service) sustained us thru those slow periods. I must say after I talked with Frank at HWH, he was very helpful and I appreciated his time. I realize that due to the economy all of us have had to make reductions, but somehow they still need to do the job.
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Old 08-23-2011, 07:00 PM   #10
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I had a problem in early spring. Mouse had killed the control board. Great help and part repaired and returned within a week.

My guess is that this is just their busy time of the year.

Good Luck.....
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Old 08-23-2011, 10:18 PM   #11
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About 1 month ago I used their on-line contact form. It was a Sunday night when I filled it out. At opening of business the next day I had an email from my response, from a live person. Four to 5 emails later I had solved part of my problem, and the only part they could solve over email (or phone). I was very satisfied with their quick responses and suggestions.

Consider this when trying to contact them by phone. How many manufactures of leveling systems are there? How much time would be spent just answering phone calls, and answering questions. I don't think the phone system could handle it on their end.

Just a fair assessment.
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Old 08-24-2011, 07:17 AM   #12
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Quote:
Originally Posted by Wayne M View Post
About 1 month ago I used their on-line contact form. It was a Sunday night when I filled it out. At opening of business the next day I had an email from my response, from a live person. Four to 5 emails later I had solved part of my problem, and the only part they could solve over email (or phone). I was very satisfied with their quick responses and suggestions.

Consider this when trying to contact them by phone. How many manufactures of leveling systems are there? How much time would be spent just answering phone calls, and answering questions. I don't think the phone system could handle it on their end.

Just a fair assessment.
I hope you're not living in a state of confusion again. Don't you have a different mfg jacks? (Kwikee maybe)
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Old 08-24-2011, 09:11 AM   #13
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Originally Posted by Elkhartjim View Post
I hope you're not living in a state of confusion again. Don't you have a different mfg jacks? (Kwikee maybe)
Aw darn! This is very difficult for me for two reasons. I was wrong mistaken once (this time), and having to admit that Jim is correct.

I got Power Gear confused with HWH. Power Gear and Kwikee are the same company. However, you can still imagine the number of phone calls they receive in a day. Just think of how many HWH products are out there.

Sorry for the previous post. If I could get back in right now I'd strike it all out and make Jim's reply questionable.
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