HWH worst cust service

[jdaniel]

I hate to be negative but GREAT DAY! All the lights on my touchpad started flashing and I have to turn the key on and off until they clear so I can level my coach. I started calling last week and I've called more than once a day on 5 different days. Everytime I call, a woman hurriedly answers the phone and says "HWH, can you hold" and immediately puts me on hold before I can respond. Then I wait forever!! Finally she will pick back up and (again) hurriedly ask me how she can help me. I tell her Tech Support and she says, "I can take your number and have them call you". I say, I've already done this countless times and no one calls me back! She says, "they will get to you as soon as they can. I assure you, you're on the list". I explain my frustration, how many times I've called.......doesn't matter. "They will call you back as soon as they can".
I'm told I'm not the only one that goes thru this with them. Whats the deal and what do I do?
I called Newell and of course got straight thru and Mike told me some things to try. The control box may end up having to go back to HWH. I hate to even think about that.

[ABnormal]

Jimmy,

Why put yourself thru the heartburn. Search their website "about us" section for the president's name and call him/her. Failing that, I also do a google search on HWH complaints. If the company is publicly traded, they have their annual report online.

I do not hesitate to call them when I cannot get any satisfaction thru customer service. You rarely get to talk with the president, but you sure do get the attention of the executive staff. In this case, HWH Ceo is Paul Hanser and they are located in Moscow, Ia. Give ole Paul a call at (563) 724-3396. I am sure someone in his office would be more than willing to help you.

Larry P.
Crabby Customer and confessed Rabble Rouser

[tuga]

Jimmy,

If I were you I would just work thru Newell. Do what Mike Ellis suggested and if that doesn't work remove the HWH control head and mail it to Newell. They will send it off to HWH and they can mail it directly to you when it has been fixed.

My slides are HWH and before I purchased the coach the control mechanism that is in the 1st bay on the driver's side was damaged in a front tire blow out. Newell suggested that it be mailed off to HWH, they re-built it, and everything worked out fine.

Try going thru Newell - I think you will like the results!

Good Luck!

[smagown]

Jimmy:
Earlier this year my slide on my 97 stuck closed. Newell gave me a list of things to check and I replaced the "open" solenoid as this is the problem 99% of the time.That didn't fix it. I eventually called HWH and "got in line". They issued a repair ticket and a tech named Randy called me back. After much more checklisting and inserting a 5000psi gauge inline we discovered my shuttle valve was stuck. I emailed Randy pics of my pump and he had me fixed in minutes. His email is randy@hwhcorp.com. His service was exemplary and he really knows his product. Give him a try.
Thanks,

[tuga]

Good post Steve, where is the shuttle valve located?

Do you remember how much does a shuttle valve costs?

I like to keep spare parts on board. I carry extra solenoid valves for the slide outs; they're all the same. The open/close, lock/unlock, and floor open/close are identical so if you have one or two spares you can fix a problem quick.

Was it difficult to change the shuttle valve?

[jdaniel]

I'm going to email Randy and see how that goes. Newell customer service is the best there is. They told me it was difficult to get thru to HWH and I have found that to be very true.

[smagown]

Tuga:
I've got pics I'll post later on my slide repair. My hyd. pump is a Model 600 & the shuttle valve is in the center top where a u-shaped tube is bolted on. What's neat is my coach came with the hyd. leveling and was later upgraded to air leveling so I now have extra solenoids to use when one fails since the hyd leveling has been replaced. I just bypassed the shuttle valve since I didn't need to shuttle between slide and leveling operation anymore. Between Cresley at Newell and Randy at HWH I now can troubleshoot my slide. I'm going to post the steps it takes and where the switches etc. are located. Jimmy, I'm emailing Randy as we speak to see if he can help with your problem.
I'm in Conway AR in my rig working up here for a while. The mountains are nice but the rain has been so hard and loud on the coach at night I can't sleep! If anybody is passing through on I-40 make contact.
Thanks,

[jdaniel]

Randy at HWH did call me back today. He took his time and walked me thru several things to try but we didnt have any luck. I got a return number and ill ship the control box and touchpad to them monday. It was very hard to get a tech on the phone BUT Randy was very patient and helpful. I feel like they need more techs to handle their work load better but I'm glad to be going in the right direction now. To be fair, I complained about how long it took (and it was frustrating) but Kudos to Randy for all the help once we got together.

[tuga]

Tuga:
I've got pics I'll post later on my slide repair. My hyd. pump is a Model 600 & the shuttle valve is in the center top where a u-shaped tube is bolted on. What's neat is my coach came with the hyd. leveling and was later upgraded to air leveling so I now have extra solenoids to use when one fails since the hyd leveling has been replaced. I just bypassed the shuttle valve since I didn't need to shuttle between slide and leveling operation anymore. Between Cresley at Newell and Randy at HWH I now can troubleshoot my slide. I'm going to post the steps it takes and where the switches etc. are located. Jimmy, I'm emailing Randy as we speak to see if he can help with your problem.
I'm in Conway AR in my rig working up here for a while. The mountains are nice but the rain has been so hard and loud on the coach at night I can't sleep! If anybody is passing through on I-40 make contact.
Thanks,

Steve,

Thanks for the post. From what you have said it looks like your '97 is different from my '99; it sounds like I don't have a shuttle valve! You have a shuttle valve to shuttle between slide operation and leveling. I will check with Creslie to see if I have a shuttle valve.

It's great to be able to trouble shoot any problems yourself.

Never underestimate the importance of good customer support.