Our rear bedroom window shade fell

rob_fla · 04-03-2015, 02:31 AM

During our move from Montgomery TX to San Marcos TX, our rear bedroom window shade fell.
It is quite a large shade and only held on by only two clips.
One of the clips had the rivet that holds the bracket together pull apart then the shade tore the other bracket apart.
There is a lot of bounce it the rear of most long 5th Wheels, so I am not surprised one of the two shade brackets failed.
A shade that big needs at least 4 bracket to support that much weight.
I called Redwood / Crossroads customer service and got nowhere, they told me to call the dealer and get them to order the brackets.
I called Lazy Days and told them I could send pictures of the broken brackets, and could they order them since I already had a appointment in early May to get the rear Heat Pump fixed that has not worked since they pulled the rear A/C and repaired the water leak.
They told me they would not order the brackets until I arrived for the May appointment

Guess I will take pictures tonight and send another nasty email with pictures to everybody at Lazy Days and Redwood and see what I can shake loose and can get done.
Not a hard repair, just need the brackets

Shane Wood · 04-03-2015, 02:51 AM

Quote:

Originally Posted by rob_fla

During our move from Montgomery TX to San Marcos TX, our rear bedroom window shade fell.
It is quite a large shade and only held on by only two clips.
One of the clips had the rivet that holds the bracket together pull apart then the shade tore the other bracket apart.
There is a lot of bounce it the rear of most long 5th Wheels, so I am not surprised one of the two shade brackets failed.
A shade that big needs at least 4 bracket to support that much weight.
I called Redwood / Crossroads customer service and got nowhere, they told me to call the dealer and get them to order the brackets.
I called Lazy Days and told them I could send pictures of the broken brackets, and could they order them since I already had a appointment in early May to get the rear Heat Pump fixed that has not worked since they pulled the rear A/C and repaired the water leak.
They told me they would not order the brackets until I arrived for the May appointment

Guess I will take pictures tonight and send another nasty email with pictures to everybody at Lazy Days and Redwood and see what I can shake loose and can get done.
Not a hard repair, just need the brackets

Rob
I had the same thing happen to our large rear roller shade when we first brought it home from the dealer. The large rear shade only had 2 brackets holding it. The spring loaded clip on them was plastic and broke. I contacted the dealer and he ordered replacements for them. I also had him get me an extra 6 for future. I was pleasantly surprised when they arrived as they are now all metal and heavier built than the originals. I also added 2 extra to the 8 ft blind for a total of 4. I agree with you that they should have had more from the factory. No problems since

rob_fla · 04-03-2015, 04:22 AM

I agree Shane, the big shade needs 4 brackets.
So far I am not impressed with Lazy Days customer service, after the last trip to get the rear bedroom water leak fixed (they had to remove the Rear A/C and replace the gasket due to wiring between the gasket and roof) our heat pump has not worked since.
I called the customer service rep I worked with several times and left voice mails, she never called me back, finally just pawned me off to a scheduling person that scheduled a return repair trip a month later.
Now this issue with the brackets, I tried to get them to order them so they would be there when we returned for the heat pump repair, nope cannot order them till you arrive in May.
I guess they expect us to sit several weeks and wait for the brackets to arrive.
Even sending pictures of the broken brackets they will not order till we show up.

Guess Lazy Days is like the government, no common sense or real customer service. I was afraid of this when I bought from them, I guess now we are just a number and do not have any customer care / or concern.

Loving Life · 04-03-2015, 06:29 AM

We also had our shade fall--luckily ours fell in 2014. As of Jan.2015, Redwood won't send repair part directly to owners. I sent Redwood multiple pictures and they sent us several replacement clips, so we were able to fix it ourselves. So ridiculous that they only put 2 clips on that large shade... and now everything requires a dealer, an appointment and a huge hassle.

rob_fla · 04-03-2015, 12:45 PM

Quote:

Originally Posted by Loving Life

We also had our shade fall--luckily ours fell in 2014. As of Jan.2015, Redwood won't send repair part directly to owners. I sent Redwood multiple pictures and they sent us several replacement clips, so we were able to fix it ourselves. So ridiculous that they only put 2 clips on that large shade... and now everything requires a dealer, an appointment and a huge hassle.

This sure does not sound like a company that caters to Fulltimers

atom ant · 04-03-2015, 04:17 PM

Are you trying buy the clips, or have them covered under warranty. If you are just wanting to buy, the Dealer is way out of line telling you that.

For warranty, I was getting the same Jazz from our local dealer until they had a change in regime. The new "Redwood Warranty" specialist has been super and orders me parts with Redwood approval just through text pics. Sometimes I have to bring in the old ones, sometimes not, but the Redwood never leaves the barn.

I only hope he is still there this spring.

Loving Life · 04-03-2015, 07:59 PM

Have you had Redwood send you parts after January this year? If yes, who are you talking to? Are you dealing with Redwood directly or the dealer? I heard Denver dealer has gone through many changes and is suppose to have major improvements now. Hopefully, that will help when we are in town.

atom ant · 04-03-2015, 09:23 PM

Quote:

Originally Posted by Loving Life

Have you had Redwood send you parts after January this year?

Ha - I haven't even seen my Redwood since November, let alone order anything for it.

I'll send you the contact IM when I find it. All of the orders had to go through him, not Redwood. I don't think you can talk direct to Redwood anymore about parts.

mhs4771 · 04-04-2015, 05:07 PM

If you had too, how about ordering parts directly from the Shade MFR?

travelin' texans · 04-04-2015, 06:56 PM

Robert I agree with M&A. Had that problem with my Maxx air fan & called them directly, they sent parts free.

rob_fla · 04-04-2015, 08:49 PM

Crossroads Customer Service was closed on Friday for Good Friday, will see what happens on Monday

rob_fla · 04-07-2015, 04:14 AM

Redwood customer service called today, they are mailing me 4 of the Window Shade brackets.

I am a happy camper once again

Shane Wood · 04-07-2015, 04:27 AM

That's good to hear. Everytime I have dealt with them they come through with flying colors

rob_fla · 04-07-2015, 12:45 PM

Just have to get in touch with the right people

Rick and Mindy · 04-07-2015, 02:52 PM

Quote:

Originally Posted by rob_fla

Just have to get in touch with the right people

I have found that taking "NO" for an answer is not always the best way to go. My mom used to always say "the squeaky wheel gets the grease!"

BradPAjax · 04-07-2015, 06:29 PM

The dealer name says it all... "LAZY" Days...

Be sure to pass on your thanks to Redwood and a politely worded comment about the poor support you received from your dealer. Redwood needs to know about these people.

**Dave&Ginny** · 04-07-2015, 06:47 PM

I'm happy to hear that the Redwood Service Center is stepping up to the plate for you.

rob_fla · 04-08-2015, 02:21 PM

Quote:

Originally Posted by BradPAjax

The dealer name says it all... "LAZY" Days...

Be sure to pass on your thanks to Redwood and a politely worded comment about the poor support you received from your dealer. Redwood needs to know about these people.

I have passed this along to Redwood.

When buying from Lazy Days I did not get that warm and fuzzy feeling as this Dealership is so big, I think you just become a number to them pretty quickly.
We all live and learn

**Dave&Ginny** · 04-08-2015, 02:47 PM

We've also heard from people that love that dealership. So I guess everybody has off days.

mhs4771 · 04-08-2015, 04:04 PM

All I can say is we're on our second purchase from the Tampa Store and never received a follow-up call from the Salesman or anyone asking how things were going or any thing. And this was the second Satellitec Dish install that they have screwed up. If we were new-bees in RVing we would be totally lost dealing with them, but since we've been around the block a few times it's not a problem for us.

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