HWH

Topic: HWH (Read 1611 times) previous topic - next topic

HWH

August 05, 2020, 10:15:35 am

Anyone have trouble getting a RGA ( return good authorization) from them to send my control box in for rebuild. I called them 8 business days ago still no response. Also sent a service request on their web site. Called a couple of times, a young lady answered and promptly told me you'll just have to wait we are busy. Seems like repairing HWH controls would be a good little side business.

Re: HWH

Reply #1 – August 05, 2020, 10:46:12 am

I didn't have a problem getting the # just took them a month to fix it for three dollars in parts. Lol good luck Bruce

Re: HWH

Reply #2 – August 05, 2020, 10:56:17 am

It sure does look like HWH should consider expanding their business being as they seem to be overwhelmed with repair work. I remember when I sent my control box in 8 years ago it was a similar story.

Re: HWH

Reply #3 – August 05, 2020, 11:13:32 am

I waited for two weeks to get a call-back from parts.

Re: HWH

Reply #4 – August 05, 2020, 12:00:58 pm

Great customer service 😎

Re: HWH

Reply #5 – August 05, 2020, 12:32:13 pm

I got a call back for a question, over 2 months later. Was told it was harvest season, so everyone is helping on the farm.

I had already figured it out. Good thing, because it went to my voice mail. Probably would have been another 2 months due to Christmas season!

I haven't been there for maybe 15+ years since going to HWH school. Met the owner, got the tour. The place was huge back then, took us by van load to several other building out in the country side, including a steel plant they own. Beyond me why service calls, and parts are such a problem.

Guess we are on our own.

Chris

Re: HWH

Reply #6 – August 05, 2020, 08:25:26 pm

Sounds like they have a model that works well for them during lean times as well as fat. Nice to see them still staying in business anyway.

Re: HWH

Reply #7 – August 05, 2020, 08:46:26 pm

It sure does Chuck, however you can have a successful company and some customer service at the same time. Especially when they are the only game in town for the control boxes for an older FT. Keep in mind I asked for a return authorization to send their box in for repair at my expense that's all, no technical questions or free advice 8working days ago.

Re: HWH

Reply #8 – August 05, 2020, 08:52:58 pm

Call and talk to the person who schedules service, she will get things done

Re: HWH

Reply #9 – August 05, 2020, 08:57:51 pm

Tim I already tried that can't get by operator. Got a secret number?

Re: HWH

Reply #10 – August 05, 2020, 09:07:33 pm

8003213494. Ashley Burkle. Never had a problem with anyone answering. Great people at HWH.

Good luck,
Oscar

Re: HWH

Reply #11 – August 05, 2020, 09:25:56 pm

Ask for Ashlie in service. The operator will send an email to her so she then can call you.

Jim

Re: HWH

Reply #12 – August 05, 2020, 09:30:34 pm

Quote from: bbeane – August 05, 2020, 10:15:35 am

Called a couple of times, a young lady answered and promptly told me you'll just have to wait we are busy.

While this can be a good set up for a fall, it sure is nice to have the only leveling system people use.

Re: HWH

Reply #13 – August 05, 2020, 09:40:23 pm

Thanks guys I'll give that a try.

Re: HWH

Reply #14 – August 05, 2020, 09:48:03 pm

Will be giving that a try as well, since we will be stopping by to get some work done at their plant! Thanks for the heads up phone number and name!

Re: HWH

Reply #15 – August 05, 2020, 10:08:42 pm

I emailed HWH June 20th needing two travel solenoids...being a Saturday I never expected to hear from them until Monday or possibly Tuesday...on Wednesday I called and the operator said they are slow answering emails as they typically get over a thousand emails on weekends, but she would have parts to call me right away...August 5th now and I'm still waiting...........

I kind of doubt that thousand emails every weekend, and also doubt their parts department is so busy they can't return a call in 6 weeks! Business surely is booming, perhaps they should hire more help. I would hate to depend on them if I was broke down somewhere. I have since purchased these solenoids elsewhere, but am still waiting for their call.

Re: HWH

Reply #16 – August 05, 2020, 10:33:13 pm

Couldn't agree more, HWH service times are really extended...

We've been fighting an HWH slide issue for weeks now. Could not extend room, thought we had a locking pin problem. Hit reverse with room in and, POP. Then room went out, once out, won't come in... Since this is a 2002, it's a complicated slide mechanism. Called a few RV service techs, no interest in this problem...

Called HWH as soon as I figured out I had NO idea what the issue was after searching the forums and reaching out to Fo-forum members.

After calling HWH and seeking technical support, was told it would be at least two weeks for a callback. Holy smokes! What does a "newbe" do? I think they need more help! They did call me after 18 days, asking if I still needed help.

Well after a bunch of guidance from great forum members like Ron Reinsche, Brad Slaughter and Rich Bowman who were great at filling in the info holes and providing documentation and hands-on experiences...We were able to determine with the slide out, we were now low on hydraulic fluid. Filled, took about 3/4 of a quart. We were able to at least get the U320 to move, using the bypass! Then pushing on the rear lower, POP the final lock set.

Knowing this is a closed hydraulic system, started looking at the documentation the guys had sent. Looks like the sycronizing cylinder has a leak, and possibly internal valve issues as the rear of the slide is about 1/8" out from the front, thus we do not get all the pins to lock, no go. I think, without knowledgeable service folk in the service industry, it is best to go to the source.

So, we've scheduled a trip to Moscos, IA. For the last week in September. This way we can get the entire system checked out.

WITHOUT THIS FORUM, and the knowledge of those members, we would have been stuck! So, Thank You everyone!

Jeff

Re: HWH

Reply #17 – August 06, 2020, 11:33:49 am

All I can say it's a good thing I'm not broken down somewhere waiting on HWH.

Re: HWH

Reply #18 – August 06, 2020, 01:20:28 pm

Quote from: bbeane – August 06, 2020, 11:33:49 am

All I can say it's a good thing I'm not broken down somewhere waiting on HWH.

I imagine that the people at HWH also remember the slow times and are a bit leery of adding to the work force.

Re: HWH

Reply #19 – August 06, 2020, 01:53:04 pm

I imagine you are right? But how might you feel if you had that kind of service on a new motor home and the service folk told you it may be a couple of weeks before the vendor MAY call back. Might make of unhappy. As far as remembering the slow time, I'm sure you know the old sayin " Make hay while the sun is shining"

Re: HWH

Reply #20 – August 07, 2020, 12:32:41 am

My Foretravel authorized repair facility (Temecula, CA) could not reach HWH to order a slide seal that I needed. Without telling me, they contacted FOT and ordered the part, paying the usual huge mark up. I ended up paying over $6000 (there was a minor delamination problem that was adjacent to the slide opening that was also addressed). A few years ago I did get a call back (after a few weeks), but missed the call because I was away from the phone. This level of service seems to be what we heard about "behind the Iron Curtain" years ago.

Re: HWH

Reply #21 – August 10, 2020, 08:09:27 pm

Well finally got an RGA # from HWH, we'll see how it goes.

Thanks for the tip Oscar.

Re: HWH

Reply #22 – August 11, 2020, 08:44:52 pm

Bruce - glad you were finally able to get through and get what you needed.

Oscar

Re: HWH

Reply #23 – August 13, 2020, 03:26:28 pm

Quote from: bbeane – August 05, 2020, 10:15:35 am

Anyone have trouble getting a RGA ( return good authorization) from them to send my control box in for rebuild. I called them 8 business days ago still no response. Also sent a service request on their web site. Called a couple of times, a young lady answered and promptly told me you'll just have to wait we are busy. Seems like repairing HWH controls would be a good little side business.

Re: HWH

Reply #24 – August 13, 2020, 03:32:29 pm

I've tried all week to order a sychcronizing cylinder
No return call last time I called over a year ago great service. It would be nice to have a web site to order their stuff. They are sales $$$$. It hurts there future business too. Great company to buy and fix

Affiliate Notice