Crossroads Customer Service Tech Support/Poor - Page 2

**Dave&Ginny** · 09-23-2014, 04:45 AM

If I read Jeff's post correctly.....he said nothing is going to change but they have added one new source to ask questions (Terry).

I do agree that the guy I used to talk to now works on the dealer side but I hope they're trying to get the dealerships straightened out so the dealers can help some of us.

Elliott & Vicky · 09-23-2014, 07:23 PM

I've had great luck with Crossroads customer service. They've put me on hold or called be back when they didn't have the answer right off. I'm also lucky that I have a dealer with very knowledgeable staff who will talk to Redwood on my behalf if I'm moving around.

Rhilton284 · 09-25-2014, 06:53 AM

Quote:

Originally Posted by JeffM

Hi again,

I realize by everyone's responses that I didn't communicate the new change as clearly as I should have - please accept my apologies. Please note that your relationship as an owner to our Customer Service department has not changed. We have always provided limited technical assistance to you and that will not change. We can help you with systems troubleshooting and minor issues, but we cannot provide in-depth troubleshooting for major problems (and never have) for several reasons - the most important one being your safety and the safety of your fifth wheel. That is why we always encourage you to allow your dealer to troubleshoot and correct issues that may come up. If in doubt, just give us a call - we will be happy to help, and if we can't assist you over the phone, we will find you a service center who can.

As for Terry's assistance, he has agreed to help out with technical questions in addition to what Crossroads provides. It is just an additional resource for you as a Redwood owner to use.

Please realize that you as our customer are our most valuable asset. Every person at Crossroads/Redwood realizes that. We would never knowingly disappoint you or let you down, and we are always trying to make a better experience for you as an owner. Please accept my apologies for any confusion, and I wish everyone all my best.

Warm Regards,

Jeff

HI Jeff,

I am the second owner of a 2014 Redwood 38RE. (our coach has been registered to prior owner, towed from the dealer to the previous owner's home and had not been moved until we purchase it and it has been moved to our storage facility) I understand that the manufacturers standard warranty is not extended to second owners. My wife and I liked and felt good enough about the Redwood product to purchase our coach despite lack of Redwood/Crossroads manufacturer warranty support.

My question is regarding Technical support and what I might expect not being the first owner. Can you give me a feel for what I might expect if I need to ask technical question about our coach.

Thanks

Bob Hilton

Buddy Wallace · 09-25-2014, 01:32 PM

The Problem with my dealer is no service after the sale. Premeaux RV had my Redwood for 6 months out of the 1st 9 months I owned it. I would take it in for repairs and call back after a couple of weeks and the would say our appointment date was to get it on the lot. After 3 months I went and got it. It is the only Redwood dealer in Louisiana. I found several in the Baton Rouge area that will take Good Sams Extended warranty, but will not deal with Crossroads or Redwood. I went this route, I have a 100.00 deductable, but I would spend that much pulling it 100 miles to Premeaux RV.

homeguy · 09-25-2014, 03:27 PM

Quote:

Originally Posted by Rhilton284

HI Jeff,

I am the second owner of a 2014 Redwood 38RE. (our coach has been registered to prior owner, towed from the dealer to the previous owner's home and had not been moved until we purchase it and it has been moved to our storage facility) I understand that the manufacturers standard warranty is not extended to second owners. My wife and I liked and felt good enough about the Redwood product to purchase our coach despite lack of Redwood/Crossroads manufacturer warranty support.

My question is regarding Technical support and what I might expect not being the first owner. Can you give me a feel for what I might expect if I need to ask technical question about our coach.

Thanks

Bob Hilton

Bob
We also are 2nd owners on our unit. I have called customer service for questions/support and have not had any issue. It is still their product and they will answer questions as you have them, they just won't over you on the warranty. That also goes for appliances in your unit. We had an issue with our fridge. When I called Dometic, they asked if I was the original owner,when I answered no, the warranty ended.

Buddy Wallace · 09-26-2014, 12:24 PM

Quote:

Originally Posted by Buddy Wallace

The Problem with my dealer is no service after the sale. Premeaux RV had my Redwood for 6 months out of the 1st 9 months I owned it. I would take it in for repairs and call back after a couple of weeks and the would say our appointment date was to get it on the lot. After 3 months I went and got it. It is the only Redwood dealer in Louisiana. I found several in the Baton Rouge area that will take Good Sams Extended warranty, but will not deal with Crossroads or Redwood. I went this route, I have a 100.00 deductable, but I would spend that much pulling it 100 miles to Premeaux RV.

I got a call from Blanchard's RV in Baton Rouge, Louisiana and my Redwood is ready. They found a lose wire in the control panel that made my main slide and leveling jacks stop and start, she said all was covered by my Good Sam's Extended Warranty Plan. They are located 4 miles from my home. Happy., Happy, Happy.

Grandpa · 09-26-2014, 04:55 PM

I wonder how many Redwood Dealers Service Managers read this forum? We get what appears to be honest and positive feedback from factory people but most of the complaints seem to be about after delivery issues. Any service managers listening? Is the factory taking note of the dealers that are living up to their standards? Those who fall short should be eliminated.

atom ant · 09-26-2014, 06:20 PM

I know our Service Manager and Sales Manager were active on the last website- but all of a sudden they started sending out invites to buy "we will undersell" type stuff and they disappeared along with the posts.

Guess you have to expect that when they are all competing with each other.

Grandpa · 09-26-2014, 06:43 PM

It could be a feather in the cap of a service manager or tech that made suggestions to assist with some of the minor items that come up on the forum. Private messages could be used for specifics if you get my drift. I've spent my career in marketing. We all want to do business with companies that care.

atom ant · 09-26-2014, 07:01 PM

I agree, I think it would be great!

Rhilton284 · 09-30-2014, 04:37 PM

Quote:

Originally Posted by homeguy

Bob
We also are 2nd owners on our unit. I have called customer service for questions/support and have not had any issue. It is still their product and they will answer questions as you have them, they just won't over you on the warranty. That also goes for appliances in your unit. We had an issue with our fridge. When I called Dometic, they asked if I was the original owner,when I answered no, the warranty ended.

Homeguy - I am sorry I didn't respond sooner. Thanks for the response. That is good to know. I have had few issues with my unit right off the bat, poor quality batteries and some sort of water leak at the light fixture above the sink island in the kitchen. It looks as if I am going to have to start spending substantial chunks of $$$ before I can even use it...

I am still trying to find a local dealer that I can be comfortable with. Hopefully it wont take to long to get settled in with a new dealer and my new RW.

Thanks Again,

Bob

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