I just made the trip to Moscow, Iowa two weeks ago and got my failing Atwood levelers replaced by HWH hydraulic system. After the demo given me by the installing technician I asked if it was possible to readjust the home level position if it should be needed later. He said that it was covered in the instruction manual they gave me. As it turned out I wanted to make a small adjustment to the home position because our bathroom door was not plumb and I preferred to readjust it, based on the vertical position of the door. I looked through the book over and over but could find no answer. I thought, no problem, I'll just call the customer support number they gave me and get a quick answer. The lady who answered said they would need to call me back. She didn't ask me what the problem was. I asked if she knew about how long it would be, so I would know whether to hang around my rv storage lot and wait or come back later. She said they would put me on the list and it would be about two weeks.The last thing I was told after my customer instruction session was that I could always get help Mon/Fri via the customer service number they provided. I joked that if I needed them it would definitely not be Mon/Fri. Little did I know that the customer service number was a joke, period.

I've always found HWH to be responsive to my needs. I've also been to Moscow several times and found their service excellent. You can go online to HWH and download manuals for your system. I've downloaded a troubleshooting guide for mine and have used it several times. I do know that at times they can take awhile to call you back.

I guess this must have been one of those times. I wasn't upset that I didn't get an answer right away. It wasn't a critical issue. I was upset that, after they assured me, on my way out the door, that help was just a phone call away, the wait time would be two weeks, regardless of the reason for the call. I didn't bother to request a call back.

phays wrote: I've downloaded a troubleshooting guide for mine and have used it several times. I do know that at times they can take awhile to call you back.I only wanted to change the level setting slightly but it is not that big a deal. With the level system I had before (which I don't want back) all I had to do was manually find the level spot and then push a series of buttons to lock it in. I was looking for something like this but it appears that what I want to do is more involved, so I'll live with it, as is, before I start turning screws down below.phays wrote:I've also been to Moscow several timesNot something I wanted to hear @ 1550 miles per round trip.

When I’ve called they have a tech call you back, they’ve been very helpful

1. Did you NOT get the Operators/instruction manual?2. The reason the phone number is loaded up is because of people like you. You call for help when you either have the Instruction manual or lack the resources/lazy to go online to HWHcorp.com and they have any and all instructional help you would need. Including a specific site on their online manuals for ALL their various Leveling adjustments. Here it is. Doughttps://www.hwhcorp.com/ml47508.pdf

HWH customer service phone number is a joke | Good Sam Community

lfeather
Explorer
Nov 26, 2020
I get good results (quicker) with email. There is an email link on their website.
lfeather
Explorer
Nov 26, 2020
Get used to it. There is a labor shortage, maybe/partially from stimulus checks and covid fears. Ur lucky to get a warm body let-alone an experienced tech anymore. Labor is in control. Try to do as much as u can and you may surprise yourself on how much you can actually do. Happy trails.
Mongobird
Explorer
Nov 26, 2020
I called them in August, and checked each week. They assured me I was in the queue. Meanwhile I could not lower the leveling jacks out of concern that they could not be raised. New rig to me.

I finally got a call mid-Novembet.

I suppose that level of service may be OK for some, but not in the health care business or banking business.
doxiemom11
Explorer II
Nov 27, 2020
I agree , 24 hrs was the standard ( or sooner) when I worked. Days or weeks or months would not be acceptable to me either. It doesn't take that long to pick up the phone and make a few calls each day. They could have an hour per day for each tech set aside to make customer service calls OR hire knowledgeable customer service staff.
MRUSA
Explorer
Nov 29, 2020
I read the same complaint about HWH five years ago. At the time I read it, I had an appointment to go to Moscow IA to have an expensive new air leveling system installed. As a result of reading people’s complaints, I cancelled the appointment and never bought the new leveling system. The last thing I need is to have my air suspension system break down somewhere, and be told I’ll get a callback in a couple of weeks.
D_E_Bishop
Explorer
Nov 29, 2020
I have had a solenoid valve on order 10-13-2020. I don't remember the estimated delivery time but it was less than two weeks. The two weeks passed and no valve, called again. Asked if my Debit card had been rejected(I have a prepaid debit card) and was told they don't deduct payment until the item is shipped and they would deduct then. Waited two more weeks, called and was told, "it takes us about two weeks to get a part and it has been four weeks since you ordered the valve so we should be shipping it out soon".

That was two weeks ago, and no valve.

I will email today and see what happens, I'll bet I don't get a response. We leave for the GCNP on tuesday for a S&B stay with the eldest daughter and so we're taking the Explorer due to snow probabilities. Hopefully they will respond but I really don't expect one.
Shot-N-Az
Explorer
Dec 02, 2020
dougrainer wrote:
1. Did you NOT get the Operators/instruction manual?
2. The reason the phone number is loaded up is because of people like you. You call for help when you either have the Instruction manual or lack the resources/lazy to go online to HWHcorp.com and they have any and all instructional help you would need. Including a specific site on their online manuals for ALL their various Leveling adjustments. Here it is. Doug

https://www.hwhcorp.com/ml47508.pdf

This is a great example of why this board has become a ghost town. Totally uncalled for. Toxicity at its finest.
1Thunderjet2
Explorer
Dec 23, 2020
I had problem with a blown hose on a slide out room. I made the repair with parts sent very fast from HWH. I had a problem with air in system after the repair. I left message to have a tech call me. He did 4 months later. I did solve the problem myself but a 5 min call would have saved me about 6 hours of time.

TJ
Scottiemom
Nomad
Dec 23, 2020
After hearing your situation, I am superglad we replaced our Atwoods with the Big Foot System. I did read through their brief manual, but I also wanted to make an adjustment to the "home" position.

They print the company phone number on the controller and said someone who can help answers the phone. After hours, it rings into one of their homes and they taken turns taking the calls after hours.

Worked perfectly. I called and someone answered immediately. I told them what I wanted and they walked me through making the change.

Best customer service ever.

Sorry your experience has not been that good.

Dale
Mongobird
Explorer
Jul 06, 2021
Scottiemom wrote:
After hearing your situation, I am superglad we replaced our Atwoods with the Big Foot System. I did read through their brief manual, but I also wanted to make an adjustment to the "home" position.

They print the company phone number on the controller and said someone who can help answers the phone. After hours, it rings into one of their homes and they taken turns taking the calls after hours.

Worked perfectly. I called and someone answered immediately. I told them what I wanted and they walked me through making the change.

Best customer service ever.

Sorry your experience has not been that good.

Dale

I am stuck with my dysfunctional unit and support company, but really appreciate hearing your good report. I will be considering a change, rather than a repair with hard to get parts and harder to get support for questions.