Quality control concerns - Page 8

atom ant · 06-12-2015, 03:34 PM

I think all shipments of parts now have to go through the Dealer. The Dealer can then ship out to you as an option (their option more or less).

travelin' texans · 06-12-2015, 06:27 PM

I don't recall anytime that anyone I know tried to scam RW out of parts, but I'm not to sure about some dealers. I don't understand the parts shipment deal??

atom ant · 06-12-2015, 07:01 PM

I don't know what their reasoning was, but its one of the questions that will be asked of them at the Rally with some explanation of why its a hardship for the owners.

ChristianM · 06-15-2015, 04:42 PM

Quote:

Originally Posted by Rosey

Picked up our BRAND SPANKING NEW 2016 39MB a month ago with a few minor issue(s), one of which I took care of myself already (misaligned power reel cord access door). Still awaiting word from Redwood thru dealer for a replacement defective(broken) dining table chair & replacement defective kitchen island light. Redwood requested "DETAILED" (according to dealer) photos of the chair before they could ship the chair........... Do they actually think that I'm wasting my time fabricating a story that the chair is broken ? Why not ship the replacement chair immediately to maintain customer satisfaction ???

Rosey,
I am really sorry for the hassle you have had while trying to get a new chair! Making the replacement process easier for customers is definitely a conversation that will be a priority at this year's owner's rally.

Please know that Redwood's customer service process was originally put in place in an attempt to benefit not only the customer, but to be fair to the dealer and Redwood as a business. They ask photo verification for almost all customer service requests, because it is difficult to draw lines in the sand when it comes to which circumstances must be verified, and which do not. That does not mean it is a perfect process, but just wanted to explain what happens.
As a company, we have SO much room for growth and improvement. Please don't stop believing in us or giving us feedback. It is the only way we can know how to serve you better! (We also hope to see you at the Rally this fall, where there are forums so we can glean more of this info from you guys :-))

Thanks,
Christian

atom ant · 06-15-2015, 05:21 PM

I will say I have never been refused parts or Warranty from Redwood when I send pictures to the Dealer.

COLJDM · 06-15-2015, 09:50 PM

Quality control is vested in the first owner regardless of the manufacturer.

RWJSIM2003 · 06-16-2015, 06:18 PM

I had parts sent to our dealer and they then refused to send on to us. Told us it was required that we bring the RV back in and have the work done by them. I dropped by the RV dealer one day and talked to the owner. He had the service guy get the parts and hand them to me. When I got home I opened the box there were parts in the box that did not even match our RV they were for a different model. The parts I needed were in the box also. Talked to RW and she told me all the parts were ordered for our RV. Thinking the Dealer needed some parts and RW did not Verify that they would fit our model. Who is scamming who

RomanyLife · 06-16-2015, 06:23 PM

I think there is a lot of scamming that goes on in dealerships/service centers. I remember years ago in our SOB 5er... we took it in for a leaky shower, and the service department asked us to sign a BLANK work order! There was NOTHING on it. THAT is bad. They could have added all kinds of "services" they performed and billed the manufacturer! I am not saying they did, I have no idea. But it sure looked fishy. I have no doubt that it is because of this kind of thing that RW asks for a "picture" of the broken item. Do you blame them? It's good policy. I also think they should conduct "audits" where they call the customer and ask them what work they had done and compare that with what they were billed for. Might be enlightening. The auto industry does this all the time. They call it a "satisfaction survey" but it's more than that... they are verifying.

S&K · 06-17-2015, 05:54 AM

I have sent numerous pictures to the dealer for different 'fixes', so they could forward them on to RW. I think it was more for 'verification' of a part' than it was for any other reason. Our window leaked on our street side bedroom window during rain that 'hit' that window directly. A half-dozen pictures later and the dealer was able to install the right window gasket supplied by RW. The original gasket had a very long cut in it that allowed water to leak into the unit.

Titan Guy · 06-17-2015, 02:20 PM

The parts issue is one of the reasons I am considering Landmark. They ship parts directly from the factory to the owner as well as allow warranty work to be done by non Landmark repair facilities. This is huge for a full timer.

If Heartland can do this so can Redwood.

atom ant · 06-17-2015, 03:48 PM

Quote:

Originally Posted by Titan Guy

The parts issue is one of the reasons I am considering Landmark. They ship parts directly from the factory to the owner as well as allow warranty work to be done by non Landmark repair facilities. This is huge for a full timer.

If Heartland can do this so can Redwood.

Plus...they still offer 2+5 year warranty as standard I believe

RomanyLife · 06-17-2015, 04:17 PM

Yes, Landmark is making some tantalizing improvements... Quality of Life for fulltimers MUST BE A PRIORITY. Not being able to get service in a reasonable manner is HUGEEEE for us. It restricts our lifestyle and our ability to travel and do what fulltimers do. Sort of a BASIC concern and will be a deal breaker for us. Cannot live in a broken RV, and should not be asked to suffer for weeks waiting for a service appointment and then have to babysit the whole process because it is so frequently botched. UNACCEPTABLE. Let's hope they are making strides here that we haven't heard about yet.

Of course, when you are out of warranty, it's a whole other story, I guess.

Titan Guy · 06-17-2015, 04:36 PM

Yes, Landmark still offers the 2+5 warranty

ChristianM · 06-17-2015, 09:21 PM

Quote:

Originally Posted by RomanyLife

Yes, Landmark is making some tantalizing improvements... Quality of Life for fulltimers MUST BE A PRIORITY. Not being able to get service in a reasonable manner is HUGEEEE for us. It restricts our lifestyle and our ability to travel and do what fulltimers do. Sort of a BASIC concern and will be a deal breaker for us. Cannot live in a broken RV, and should not be asked to suffer for weeks waiting for a service appointment and then have to babysit the whole process because it is so frequently botched. UNACCEPTABLE. Let's hope they are making strides here that we haven't heard about yet.

Of course, when you are out of warranty, it's a whole other story, I guess.

Quote:

Originally Posted by Titan Guy

Yes, Landmark still offers the 2+5 warranty

I hope you guys are planning to come to the Redwood Owners Rally this year. We can pass these concerns to our upper management for sure...but it means so much coming directly from YOU! Especially in the forum setting with our president, you have SUCH a platform to make these concerns heard and know that they are being addressed!

Plus we'd just like to meet you. That too.

Thumper7 · 06-18-2015, 12:08 AM

Our friends bought a new LM just over a year ago. They've had a few issues and Heartland has been great on warranty and yes he has had parts sent to him and a mobile rv tech comes out to do the work. All covered by Heartland warranty. Remember, Tom Montague is at LM and I believe he is over design. I was told that his targets are RW and DRV.

johnboytoo · 06-18-2015, 12:29 AM

I think it was Tom we talked to at the Dallas RV show... he TRIED to get us into a LM and that one with the ceiling treatments separating the Living room from the kitchen was STUNNING !

Thumper7 · 06-18-2015, 12:39 AM

Yes, Tom was at the Dallas show. The LM you're talking about is a Charleston. In our opinion, the kitchen/living area are the best we've seen. The bedroom dresser is where it falls short. We thought they should have done the armoire in there.

atom ant · 06-18-2015, 01:22 AM

With a production of May 2013, I believe we got one of the last Tom Montague Redwoods.

rob_fla · 06-18-2015, 03:09 AM

I met Tom Montague at the Tampa RV show last January at the Heartland Display, interesting guy

Rick and Mindy · 06-18-2015, 03:29 PM

Tom is the reason I purchased a Redwood. I was doing my research and had narrowed my selection down to 3. I called Redwood to talkto someone about some of my concerns and I was connected to Tom who discussed their history and why certain product were selected over others and he was very enthusiastic about his product. He answered all my questions and after nearly 45 minutes on the phone, never once told me he had to go. That personal connection ended up with me purchasing a new 2013 Redwood 31SL. I was very sorry to see him leave but in Jim Lazzarino has stepped up to the plate and helped me through some issues. So far, Kudos to Redwood.

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