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Topic: Contact with HWH (Read 645 times) previous topic - next topic

Contact with HWH

Just wondering if anyone else has had a problem contacting HWH for troubleshooting.  We had experienced an issue with our automatic leveling system. Manual leveling works OK, but the auto feature is just gone. We can monkey with it and get the light to come on, but there is no function.  (I think this is correct ... I have not been in the coach since my knee replacements 2 weeks ago. Jeff will have to revise this post if I am in error.)  We pulled the little black box with the buttons and plugged it back in, after trying the RESET rocker switch nearby. The larger, glass-fronted boxes in the bay all appear to be fine and there are no blown fuses.  We would like to talk to someone at HWH for troubleshooting OR have them tell us how to send parts back for their diagnostics, but are running into a stone wall!  I left my name and number for a call back from Tech Support. Nothing. A few days later Jeff filled out the Request for Contact form on their website. No response. I called again and asked how to send the black box back and was told that was through Parts  ... she put in a request for them to contact me. That was 3 days ago.  Nothing. Just called again now ... they had real trouble finding my requests. Finally located my name by using my phone number (which I have given each time!). The woman I spoke with sounded flustered, I must say.  She had trouble understanding that Foretravel IS the brand and wasn't easy to convince that U320 was the MODEL. "Are you sure it isn't a Grand Villa?"  Yup ... I'm sure.  I REALLY don't want to have to drive to Moscow, Iowa just for this.  Think we are going to try Cummins Coach Care in Phoenix, as they are HWH certified.  Does anyone have any experience using this facility? Anyone heard anything good, bad or indifferent?  I'd love to know.  We would have tried to go to Nac ... but as of last week, the first available appointment was for the 3rd week in July!
Carol & Jeff Savournin
Usta have a '93 U225 36', Usta have a '95 U320 40', Usta have a '02 U320 40'
Usta have a 2006 Born Free, Usta have a 2011 Phoenix Cruiser
Usta have a 2012 Jeep Wrangler Unlimited 4dr
"Your time is limited, so don't waste it living someone else's life."  Steve Jobs

Re: Contact with HWH

Reply #1 –
Hi Carol -

We have worked with HWH many times.  It does take a few days for them to return the calls sometimes.  Once you have a Reference # the calls are returned in a timely manner. 

We replaced our touch pad a year ago and also on our slide numerous times.  Every time we contacted them they were very helpful.  I must admit that 3/4 days is a long time to wait for a returned phone call but that does happen.  If you call again ask for Randy.  When you talk to him tell him I said HI.....

I have attempted to attach the manual that trouble shoots the touch pad system.

Please call for moral support or.....
Scott & Carol Seibert
2001 42' double slide U320 - Sold
Previous - 2002 36' U320

Re: Contact with HWH

Reply #2 –
I had the same problem.  I finally got a call back from Randy with a reference number.  Now I'm in a bad cell signal area so I'll have to wait to call back for troubleshooting support.  Wouldn't you know.
Regards,
Brett

'99 42' Foretravel Xtreme
'14 Brown Motorsports Stacker
'05 Chevy SSR
'02 BMW R1150R

Re: Contact with HWH

Reply #3 –
Ashley is the young lady that answers the phone, handles the email, makes the coffee, and takes care of the walk-in traffic, as well as handling the bills. She is a VERY busy young lady, but seems to be good at her job. Every time I saw her she was smiling. It did take a couple of days from the time I emailed them about a possible appointment to the time I got an answer. After that the responses were much quicker.

Re: Contact with HWH

Reply #4 –
Quote from: Carol Savournin –
Just wondering if anyone else has had a problem contacting HWH for troubleshooting. 
So, not that it's going to help you...but I'll post my experience...just cause it's funny ;D ;D ;D

Last April, the day before we were to leave California and travel back to Texas with our new Foretravel, I thought the leveling system was acting up.  So I called HWH.  I was on Pacific time so I had to leave a message, but was told a tech would call me back. 

Being impatient, after dinner I got on the forums and with a little searching figured out everything I needed to understand about the leveling system.  Basically that it's SLOW!!!!  So when HWH never called back I didn't give it a second thought, actually it never even occurred to me that they didn't return my call.

Fast forward 11 months to this March.  I get a computer generated statement from HWH.  Under description it read: Customer left message.  So it wasn't until they sent me a statement that I remembered they never called me back.  No where on the statement did it say why they didn't call me back.

Maybe their phone systems run on the same Intel 8088 processor their leveling system runs on. :o
The selected media item is not currently available.
Douglas and Amanda
1997 40' U320 "Brawley"
2007 Ford Explorer Eddie Bauer
Motorcade #17266 Escapee #113692

Re: Contact with HWH

Reply #5 –
OK..still haven't heard from HWH so I go back down to the storage yard to do a few things on the coach...Fire her up, turn on generator, check pressure, run out slide..Everything is fine.  Hit the leveling system and it lights up, hit it again and goes to level. NOW, I have been working on it not showing power for a month,along with a couple other Foretravel people here in Tucson and a good RV mechanic. 

Wife tells me I am a dangerous man when I have a tool in my hand. Think I am going to start believing her. 

Why would the system decide to behave itself??

We are only strangers until we meet; however, some of us are stranger than others

Re: Contact with HWH

Reply #6 –
You had a tool in your hand. They KNOW!

Re: Contact with HWH

Reply #7 –
'Cause you scared the bejesus out of it? Suddenly you were not using your usual suave, debonair, calm, easygoing manner??
Nitehawk,  Demolition Lady, & our NEW master, Zippy the speeding BB cat.
1989 Grand Villa 36' ORED
Oshkosh chassis, 8.2 DD V8
2006 Saturn Vue AWD

Re: Contact with HWH

Reply #8 –
Oh, my goodness .... he CAN be dangerous around tools, and now that I see the new photo he is using of himself, I am not surprised that the leveling system decided to heal itself.  The problems really seem to have originated when we were on our way back to Tucson from Winterhaven/Yuma, just before Easter. the leveling system had been a bit cranky, but worked. We were clipping east on I-80, when a rig ahead of us suddenly pulled off onto the shoulder and stopped in a cloud of dust. Jeff was trying to drive, keep an eye on what they were doing and was about to change lanes to give them a wide berth, when WHAM!!!  we hit something on the road! It was a teeth rattler!!  We are immediately checking all the Pressure Pros, the towed in the rear camera, mirrors, bay doors and what have you.  Jeff pulls over and we inspect for any damage, leaking fluids, ANYTHING. After a good look and waiting to see what instruments might tell us, we again head back down the road. Nothing. No issues whatsoever. The only thing we deal with is that now we have significant air leaking on our front and rear overnight when it normally held pressure for days, the leveling system will not operate on automatic AND the front TV has NO power.  Satellite and DirecTV box are fine. We can raise and lower the coach and level manually. All the tires are holding pressure and there are no cracks in fiberglass, generator and all electric systems are perfect. Damage from the impact except these puzzling two. Jeff and Ken Hathaway finally took the big TV down from it's mount in the front and disassembled the entire front part of the area to find that the TV power cord had become completely dislodged from the outlet!  Just popped right out.  They plugged it back in and zip tied it. TV now back in place and works fine.  Perhaps in all Jeff's investigation with the RV tech, they unplugged and replugged some component of the leveling system that had been jarred loose ... and now the "brain" is working again.  But it took a rest of several days to come back to life!  Puzzling!  Whatever we hit scared the bejesus out of me, I can tell you.  I guess we are lucky that this seems to be all that we have to deal with!
Carol & Jeff Savournin
Usta have a '93 U225 36', Usta have a '95 U320 40', Usta have a '02 U320 40'
Usta have a 2006 Born Free, Usta have a 2011 Phoenix Cruiser
Usta have a 2012 Jeep Wrangler Unlimited 4dr
"Your time is limited, so don't waste it living someone else's life."  Steve Jobs
 

Re: Contact with HWH

Reply #9 –
Jeff, I had the same problem,I pulled and cleaned connectors did every one I could find, i forgot the one on on the touch pad,removed cleaned, no more problem.
The selected media item is not currently available.Bill&Doris 97 U270 36'
University of Parris Island Class of 66
Semper Fi  Build# 5174 MC#17094