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HWH Tech Support Story

Yahoo Message Number: 90592
Friends,

Since I joined this group in early 2001 I've been one to compliment rather than ridicule our vendors of coach components. Certainly over the years HWH has been one of the top companies to deal with. Having said that I must relate a phone call I just hung up from with HWH phone receptionist.
After identifying myself as one who is in their computer system I asked for Randy in Technical Support. She said I can leave a message for Randy to call you but the minimum wait time for a call back is one (1) month.
I then asked if there were one or more other Tech. Support folks I might talk with. She replied yes we have one other than Randy but he has nearly the same wait time.
I then asked if they had a supervisor and she said yes; however, we try to keep telephone calls from the supervisor to allow him to WORK ON IMPORTANT THINGS.
She then offered to additional alternatives: You can send an e-mail to hwh.com, I said what is the normal wait time for a reply she said I have know idea I only work the phones, the second idea was that I wait until December when it's snowing in Iowa and THEY AREN'T SO BUSY.

Enjoy, Mike 03 Allure 1st Ave. #30898

Re: HWH Tech Support Story

Reply #1 –
Yahoo Message Number: 90593
Mike, no surprise to me. Before the economy tanked in the mid to late 2000's, HWH was outstanding. I remember calling them in 2005 for a question about a slide room on my Winnebago. Got a tech, he stayed on the phone for 30" helping me troubleshoot the issue.
By 2009 when I called again for some assistance, the wait time was days. I think it was 3 days before I got a call back.
Sounds like it is gotten much worse. I can understand if their economic situation dictates cutting back on staff but they should certainly develop a better process for explaining the situation.

Unfortunate because their reputation was stellar at one time.

Gary

'07 Allure 470 #31578

Re: HWH Tech Support Story

Reply #2 –
Yahoo Message Number: 90600
When you get a chance to talk to Randy order spare parts cause some Parts are several weeks Bob.

Re: HWH Tech Support Story

Reply #3 –
Yahoo Message Number: 90602
I e-mailed from Colorado to hwh.com July 6th for a question, filled out their online form with VIN number etc. and still waiting for an answer!! I also e-maild this HWH question to OMC Oregon Motor Coach where I have made since 2009 my annual service and I got a very detailled and helpful answer next day. Big difference!

Bert

08 Magna 6909

Re: HWH Tech Support Story

Reply #4 –
Yahoo Message Number: 90616
I called HWH in mid-June about a problem I was having with my leveling system. Finally got a call back this week. I was not available so it went to voice mail. What a joke! I already fixed my problem, it was the aux compressor. I ordered a new motor, received it and installed it from another source.
Hard to believe HWH is really trying to provide customer service. I will avoid HWH products in the future if possible.

Orlan Larson

2006 Inspire 51701

Re: HWH Tech Support Story

Reply #5 –
Yahoo Message Number: 90645
Typical of too many businesses these days. And they call it Hard Working Hydraulics. Wouldn't seem this applies to customer support/service. More the reason(s) to think in terms of being self supporting and ponder the alternatives.

Best - Scott

2006 Allure 430 40' #31349

(Bus-Stead Lemon) My Allure Page http://www.muniac.com/Allure%20Page.html