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07-02-2021, 06:49 AM
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#15
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Senior Member
Join Date: Apr 2015
Posts: 114
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Quote:
Originally Posted by Dutch Star Don
I'm sorry, but HWH is a horrific company when it comes to customer service. If you're not stranded, but working on a broken system, them calling you back in 2-3 days, is not helpful. They were this way before Covid hit. Their only saving grace is Paul Maddox, a field rep, who apparently doesn't go along with their crap service. He'll actually answer a phone and help you, unfortunately, he's only one guy and gets inundated.
Sorry, had to rant!
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your lucky if you get a call back, Last Aug my HWH leveling stoped working and still have not received a call back. I fixed it myself by unplugging the control panel and plugging back in.
__________________
U.S Army Retired AH-64D apache pilot
David and Keithann, Sterling too
2017 Dutchstar 4369
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07-02-2021, 03:54 PM
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#16
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Jun 2013
Location: 5 miles south of Lakeville, Mn
Posts: 3,047
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Still no call back.
__________________
Jim and Carol Cooper with Oreo the Kitty
FAA ATC ret, VFW, AL, VVA, NRA
US Army Aviation, MACV Vietnam 65-66
2012 Journey 36M, Cummings 360hp
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07-06-2021, 05:22 PM
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#17
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Junior Member
Join Date: Mar 2016
Posts: 10
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My level system stopped half-way down. Called hwh response time was within the hour. The rep walked me through troubleshooting and determined it was the pump drive motor. She told me they don't supply replacements, but a good automotive electrical repair could help. I contacted a repair shop near me ,which had a motor in stock ,repaired in 30 minutes. Two days later I got a follow-up call to see if repairs worked
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07-09-2021, 07:56 AM
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#18
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Jun 2013
Location: 5 miles south of Lakeville, Mn
Posts: 3,047
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Well, it was 6/24 when the nice lady said they'd call me back. Still no word from them. 
__________________
Jim and Carol Cooper with Oreo the Kitty
FAA ATC ret, VFW, AL, VVA, NRA
US Army Aviation, MACV Vietnam 65-66
2012 Journey 36M, Cummings 360hp
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07-09-2021, 08:13 AM
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#19
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Senior Member
Join Date: Nov 2012
Location: WATERBURY, CT.
Posts: 1,219
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In my experience if you wait more than a few hours call back.
And keep calling back every hour until you get someone to help you.
Ted.
__________________
My name is Ted, My coach 2019 NEWMAR Ventana 4369 (Vickie) Cummins L9 451 Horsepower.
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07-09-2021, 06:38 PM
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#20
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Member
Join Date: Sep 2018
Location: AZ Winters, ID Summers
Posts: 75
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I talked with HWH owner Paul yesterday as he attended the HWH Booth at FMCA 103rd Convention in Gillette Wy. He shared he has 30 openings for the manufacturing side. The remaining employees show up at their leisure. He says they have between 15 and 30 absences a day. He blames the current subsidies being offered by our government.
He says he has never seen such a work force. So maybe we give his company a break on service knowing the challenges facing many these days.
We remain happy with the Active air we had installed pre pandemic.
__________________
2019 Dutchstar 4018
1999 Country Coach Magna
2016 Jeep Rubicon
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07-09-2021, 07:22 PM
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#21
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Senior Member
Join Date: May 2018
Posts: 823
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Quote:
Originally Posted by bbrewer841
I talked with HWH owner Paul yesterday as he attended the HWH Booth at FMCA 103rd Convention in Gillette Wy. He shared he has 30 openings for the manufacturing side. The remaining employees show up at their leisure. He says they have between 15 and 30 absences a day. He blames the current subsidies being offered by our government.
He says he has never seen such a work force. So maybe we give his company a break on service knowing the challenges facing many these days.
We remain happy with the Active air we had installed pre pandemic.
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Once a company believes a problem is beyond their control and start making excuses on why this isn’t working or why you can’t do this, it begins to be a self fulfilling prophecy.
HWH needs to drop the excuses they are giving and start looking for ways to improve their customer service!
Sure there is a shortage of help today, but companies that pay a good wage, offer great benefits and treat their employees well ,
don’t have 15 to 30 calling off each day.
It always starts with top management either accepting the status quo or willing to make changes needed to excel in their field.
__________________
John, Sharon & (Luna)-Blk.Tri.Australian Sheppard
2022 Newmar LA 4551, 2019 DS4018 Sold
21' Tahoe Z71, Demco base, Avail bar, Air Force 1.
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07-09-2021, 07:31 PM
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#22
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Senior Member
Newmar Owners Club Freightliner Owners Club
Join Date: Jun 2011
Location: Texas
Posts: 6,427
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HWH customer service was terrible in 2012 when I first dealt with them and helped them launch the Newmar HWH Active Air campaign.
They have a great product, and great people, but they have terrible customer service. Once you get a tech engaged, then the experience is also good.
They have the mindset that taking your call is something that is to be scheduled and done at their convenience.
__________________
2022 London Aire 4551 * 2022 GD Imagine 2800BH * 2021 RAM 3500 DRW * 2020 Wrangler
NHSO (Newmar Hoot, Sevierville Original)
Kindness Matters
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07-10-2021, 06:20 AM
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#23
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Senior Member
Join Date: May 2014
Posts: 428
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What redbaron73 said. Their customer service has been an issue for many years pre pandemic.
__________________
2017 London Aire 4519
2021 Wrangler Rubicon JLU
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07-13-2021, 06:32 AM
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#24
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Jun 2013
Location: 5 miles south of Lakeville, Mn
Posts: 3,047
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6/24 to now still no reply.
All I want to do is purchase a new jack.
__________________
Jim and Carol Cooper with Oreo the Kitty
FAA ATC ret, VFW, AL, VVA, NRA
US Army Aviation, MACV Vietnam 65-66
2012 Journey 36M, Cummings 360hp
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07-13-2021, 07:43 AM
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#25
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Senior Member
Newmar Owners Club
Join Date: Jul 2011
Posts: 3,480
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Quote:
Originally Posted by Cooperhawk
6/24 to now still no reply.
All I want to do is purchase a new jack. |
If that’s the case, just contact these guys: HWH Replacement Parts - Stuart's Services
__________________
2021 DSDP 4326 Freightliner
2023 Winnebago ERA 70A
2005 KSDP 3910 Spartan
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07-14-2021, 02:57 PM
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#26
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Jun 2013
Location: 5 miles south of Lakeville, Mn
Posts: 3,047
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Quote:
Originally Posted by USMCRET
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I already have and I'm on their call back list as well.
__________________
Jim and Carol Cooper with Oreo the Kitty
FAA ATC ret, VFW, AL, VVA, NRA
US Army Aviation, MACV Vietnam 65-66
2012 Journey 36M, Cummings 360hp
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07-14-2021, 02:59 PM
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#27
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Jun 2013
Location: 5 miles south of Lakeville, Mn
Posts: 3,047
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Quote:
Originally Posted by Cooperhawk
6/24 to now still no reply.
All I want to do is purchase a new jack. |
HWH just now returned my call. The lady in parts told me that 97% of their jacks are out of stock and she cannot help me. 
__________________
Jim and Carol Cooper with Oreo the Kitty
FAA ATC ret, VFW, AL, VVA, NRA
US Army Aviation, MACV Vietnam 65-66
2012 Journey 36M, Cummings 360hp
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07-15-2021, 04:30 AM
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#28
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Senior Member
Join Date: Sep 2016
Location: Sarasota, FL
Posts: 5,228
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Quote:
Originally Posted by Cooperhawk
I already have and I'm on their call back list as well. |
That's amazing - I have never called Stuarts and not talked to a live person, usually talked to Chuck himself.
__________________
Rick and Larrie Dee
1997 40' Newmar London Aire DP CTA 8.3 (Mechanical) 325 Spartan MM
Bringing her back to her glory.
'08 Jeep GC Overland.
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