the problem is that there are more owners trying to do their own service work, and they want help diagnosing the problem. i have manned the phone in a similar situation. i can tell you that unless you are a service tech familiar with the system you are repairing, it will take 1/2 to 1 hour to get your information, do the diagnostics, and get the parts, if needed, ordered. even if you have 10 to 15 people answering the phones, you cant handle several hundred calls a day, which is what happens in todays economy. it helps if you download a service manual, and do some diagnostics yourself.
for instance, the hwh service manual covers just your situation. it says to lube the pivots, and run the jacks. if your springs are rusty, or filled with road grime, either clean them or replace them.
the best way to contact hwh is by email. firstname.lastname@example.org
describe the problem, outline what you found, using the diagnostics in the manual. this will help the tech help you. often, he can determine what the problem is, and what part is needed. this will speed up his response time to you.