Redwood/Crossroads Customer Service

[Rick and Mindy]

I am so impressed with the Customer Service that I just had to get on this thread and give you an update. After talking with Mark at Redwood/Crossroads Customer Service and being recommended to a Crossroads dealer for inspection and warranty work, I contacted the dealership and agreed to send an e-mail of my concerns with pictures. A copy of the e-mail was forwarded to Mark so that parts could be sent to the dealer which hopefully will cut my dealer time down. I was contacted by the dealer today to explain the status and while on the phone I received a call from Mark to update me on the status. Wow, things are progressing smoothly and hope to have everything in line and on site for repair in about a week or so. In my book, this is outstanding service!!

[spindrift]

Not to jump on the bandwagon, BUT...
to Terry at Crossroad's/RW customer service. Our RW has been at the dealer for the past month for warranty and body work. Scheduled pick-up is this Saturday so we can start packing for a trip leaving Valentine's weekend. Not all of the parts will be in on time to have the complete job done by this Saturday's pick-up so Terry worked with my dealer (Stoltzfus RV and their service writer Matt Knox) to "scavenge" a few things from a new Redwood that is currently on Stoltzfus' lot. A couple things will have to wait until we get back but that's no biggie because the important stuff (to us) is getting done. I haven't heard of Terry's name being mentioned on the forums but he's definitely a pro. Matt is a great guy to deal with as well. Can't wait to get the RW back home where she belongs.

Thank you Terry and Matt!!

[0nTheRoad]

Very reassuring to hear all these stories with good resolutions. Sure there the bad experiences and they should not be discounted, I think I can speak for the entire group in wishing those having issues a good resolution, but overall Redwood/ Crossroads is really doing a hangup job of living up to a quality coach with over-the-top manufacturer support.

Fot this I thank the Redwood/Crossroads leadership and the entire warranty/maintenance team...job well done!!!

[Dan]

Saturday morning I sent redwood a question figuring that some time monday when they got to work or even tuesday I would get an answer, well there was an answer sitting at my computer saturday afternoon NOW thats what I call service!!!


Dan

[Rick and Mindy]

Originally Posted by Dan

Saturday morning I sent redwood a question figuring that some time monday when they got to work or even tuesday I would get an answer, well there was an answer sitting at my computer saturday afternoon NOW thats what I call service!!!


Dan

Had a very similar experience. On Friday I tried to call Mark at service center but they close at 3 pm on Fridays so I sent an e-mail thinking I would hear from him on Monday or Tuesday. Within 2 hours I received an e-mail from Mark explaining to me that he was in Colorado on business but on his way home and he would be calling me Monday morning. Kudos once again!!

[BasilFawlty]

What email do you use? I emailed Andy and service five days ago, just needed a height in inches to know that our new RAM 3500 Dually can tow the 38RL we are about to order with no problems, but no answer yet. Hope to get an answer tomorrow so we can go ahead and finally order our FW.

I am sure it will be no problems but just want to be sure that it works. Just bought and installed a toolbox for the RAM and if that is to tall we can still return it.

[homeguy]

Originally Posted by BasilFawlty

What email do you use? I emailed Andy and service five days ago, just needed a height in inches to know that our new RAM 3500 Dually can tow the 38RL we are about to order with no problems, but no answer yet. Hope to get an answer tomorrow so we can go ahead and finally order our FW.

I am sure it will be no problems but just want to be sure that it works. Just bought and installed a toolbox for the RAM and if that is to tall we can still return it.

Don't know what type of Ram you ordered, but I drive a 3500 DRW with an 8' box. I have a job box sitting right behind the cab and do not have ay problems towing. The top of it is about 9" above the bed rail.

[Rick and Mindy]

Originally Posted by BasilFawlty

What email do you use? I emailed Andy and service five days ago, just needed a height in inches to know that our new RAM 3500 Dually can tow the 38RL we are about to order with no problems, but no answer yet. Hope to get an answer tomorrow so we can go ahead and finally order our FW.

I am sure it will be no problems but just want to be sure that it works. Just bought and installed a toolbox for the RAM and if that is to tall we can still return it.

You can try first initial and last name of the person you are trying to contact followed by crossroadsrv.com. This is what I was told to use for the individual I am in contact with, not sure if it will work for you. You may be better off with a direct phone call to the Redwood/Crossroads Customer service. Use the number 260-593-2866. I don't know why a Customer Service Tech couldn't help with your question.

[Rick and Mindy]

Originally Posted by Rick and Mindy

You can try first initial and last name of the person you are trying to contact followed by crossroadsrv.com. This is what I was told to use for the individual I am in contact with, not sure if it will work for you. You may be better off with a direct phone call to the Redwood/Crossroads Customer service. Use the number 260-593-2866. I don't know why a Customer Service Tech couldn't help with your question.

Sorry, it should be followed by @crossroads.com.

[Rick and Mindy]

Originally Posted by Rick and Mindy

Sorry, it should be followed by @crossroads.com.

Ok, look, it's early for me so my mind is still asleep...........followed by @crossroadsrv.com!!!!! I think I finally got it right.

[atom ant]

Originally Posted by BasilFawlty

What email do you use? I emailed Andy and service five days ago, just needed a height in inches to know that our new RAM 3500 Dually can tow the 38RL we are about to order with no problems, but no answer yet. Hope to get an answer tomorrow so we can go ahead and finally order our FW.

I am sure it will be no problems but just want to be sure that it works. Just bought and installed a toolbox for the RAM and if that is to tall we can still return it.

I don't know if you are close to a dealer, but you might be steps ahead just visiting the Dealer and measuring one to make sure you got the exact answer you were looking for. The Model shouldn't make a difference, as long as it is Redwood. I'm not sure I would trust that answer from third party, even if it was the factory.

[Rick and Mindy]

UPDATE: Received e-mail this morning, parts going out to dealer today! Things progressing smoothly!

[BasilFawlty]

Finally received an answer from Redwood. No problems at all. Andy does not work for redwood anymore that's the reason for the delay. I am mostly happy for the fact that Redwood DID NOT change their warranty - still 2/5. Great to know since we just signed the contract/order for our new 38RL.

[Dave&Ginny]

I'm sure disappointed to hear that Andy isn't there anymore

[mhs4771]

Just another sad note, just received a response from Ron Howard that he is no longer doing RW Customer Service.

[Rick and Mindy]

Originally Posted by mhs4771

Just another sad note, just received a response from Ron Howard that he is no longer doing RW Customer Service.

Is he leaving the company completely, moving to another job or just doing Crossroads? I hate to hear this. He is someone who has spent time on the phone with me and was so concerned about resolving any issues I had. As we see these favorites disappear from Redwood you have to wonder what is going on.

[Dave&Ginny]

Ron is still working with Redwood but he's working on the dealership side. I was just talking with him a few weeks ago and he introduced me to his replacement. I believe his name is Chris.

[Rick and Mindy]

Originally Posted by Dave&Ginny

Ron is still working with Redwood but he's working on the dealership side. I was just talking with him a few weeks ago and he introduced me to his replacement. I believe his name is Chris.

Glad to hear that he is still with Redwood. He is definitely an asset to the Redwood community.

[subdoc4]

Originally Posted by Rick and Mindy

Glad to hear that he is still with Redwood. He is definitely an asset to the Redwood community.

X2!!!!!!

[Dan]

Ron and Bill have joined Leonard who now have all gone over to dealerships, huge loose to us