Issues with HWH's service

[92landyacht]

I've had an issue with my 92 LY's HWH leveler system not working for the last 2 weeks. I tried to call HWH about the problem but all I got was "we're very busy and we'll have a tech call you". I've been calling them every day for the last 5 days, but always get the same response and never a call back. First it's "Can you hold please..." and then its "we'll have a tech call you back". For the last 4 days I've never received a call back. I finally crawled under the unit to find the source of the problem. I discovered that one of the connectors to the jack was yanked out of the harness. Today I called them. I tried to explain that I've been told a tech will call me back with no response and their response was crazy bad. The person on the phone told me to "Hold your horses... We'll get with you when we can". I explained that I had already trouble shot the problem down to a ripped out warning switch connector on one of the jacks. All I needed was to have the connector identified and shipped to me for replacement. They said I would just have to wait for a tech to call me back then I heard the sound of disgust and then silence. When I asked to talk to a manager I was told that they were too busy for me and then they hung up.

Am I just catching them on a bad day or this normal for HWH? I just need a part. Why is it so hard to get a simple connector from them??

[Smartstream]

I found the same problem this time of year and it's takes a week or more to get a return call. There is a ton of info on their web site that has very complete parts lists. Once you identify the part call a local dealer to order, they get their phone calls answered sooner.

Good luck, Dan

[92landyacht]

The problem is the parts books only list the entire harness. I just need the single wire connector on the computer harness side with about a 6-inch pigtail. There is no local HWH authorized service center within 50 miles of me.

I own my own business that is VERY customer oriented. There is NO reason for a customer service person to be rude to you on the phone. If they're short staffed, then they should fix that. Don't make the customer suffer abuse because of it.

[lewster]

Being a factory authorized HWH service center, let me first say that at this time of year, their customer service and tech support lines get anywhere from 800-1000 calls a day. If I have need for technical support, I often have to wait for a call back (techs get priority) for at least a day, sometimes 2 days, so don't feel bad.

HWH is a great company, but they do get overwhelmed at times.

Send me a shot of what you need and I can probably make up the plug part without you buying an entire harness. You can e-mail me directly if you like.

[92landyacht]

I just received a call back from Randy at HWH. They identified the part and will be shipping it to me at no cost. Seems like once you get a hold of someone they do know what they're doing. Randy was very professional and explained that they do get a little overwhelmed this time of year.

Total time from start to finish was 6 days but the final outcome seems to be quite good.


Let you know if I end up getting the right part.