Redwood/Crossroads Customer Service - Page 3

sinder · 03-11-2014, 05:24 AM

It sounds like Redwood uses the Customer Service position as a required stepping stone prior to taking on other customer facing positions within the company.

Rick · 03-11-2014, 05:56 AM

I had been dealing with Ron Howard and then was handed off to Mark Quinn. I hope Mark is a good guy.

dealing with my first major issue. Spending my 5th night in a hotel pissing away dollars waiting for parts to correct massive brakes and bearing failures discovered during the first annual inspection. I did my research and went with a $90,000 redwood to avoid such disasters. Unit is 11 months old. Pulled it from Green Bay, Wisconsin to Minneapolis to Chicago to Wilmington NC, then to Lake okeechobee, Florida. Waiting for parts from Lippert. May find out tomorrow the spindles are bad also. Lippert needs pictures to determine if they will cover under warranty. I cannot imagine how they would not. I have never heard of a failure like this on all four wheels. My truck brake is set at 6.5. I have been asked so I assume they are going to try and pin this on me somehow. I have owned several RV campers and trailers and never experienced this type of issue.

any thoughts? The service guy thinks it was an install issue at the factory.

rick

Oriana · 03-11-2014, 03:24 PM

During our annual inspection I had the dealer inspect the brakes and bearings. Came back and advised some seals let go and contaminated everything. Apparently it could have been caused by me over greasing them, but that didn't happen.

Redwood covered the entire job under warranty, no questions asked. I didn't even get involved, dealer took care of everything.

subdoc4 · 03-11-2014, 05:06 PM

Just had our annual inspection and found 2 seals had failed. Also, 1 wheel had excessive brake wear. After a call to RW they covered it all!

travelin' texans · 03-11-2014, 05:18 PM

Replaced all of mine due seals failing. A good friend (& fellow RW owner)& I furnished labor & RW reimbursed me for all the parts.

Rick · 03-12-2014, 01:57 PM

Learned late yesterday afternoon I now also need an axle. Lippert does not have one will take 5 days to make one and 3 to 5 days to ship. Decided to leave the trailer in south Florida and drive to my son's house in NC. Still no one stating this will be warranty. Dealer has told me they expect me to pay and I can deal with Redwood/Lippert.

What am I doing wrong here?

Rick.

atom ant · 03-12-2014, 02:05 PM

That doesnt sound right. Is he a Redwood dealer? He seems too anxious to spend your money without doing his job with the factory.

I would tell the dealer to just stop and get a hold of redwood, not Lippert.

So spindles cant be replaced on the axle?

johnboytoo · 03-12-2014, 02:12 PM

Rick,
document EVERYTHING....
get all communication in email if you can,
write down discussion, names, dates, and times of every conversation, etc...

it will help down the road.... good luck !

Oriana · 03-12-2014, 02:15 PM

Quote:

Originally Posted by Rick

Learned late yesterday afternoon I now also need an axle. Lippert does not have one will take 5 days to make one and 3 to 5 days to ship. Decided to leave the trailer in south Florida and drive to my son's house in NC. Still no one stating this will be warranty. Dealer has told me they expect me to pay and I can deal with Redwood/Lippert.

What am I doing wrong here?

Rick.

That isn't consistent with our experience with Redwood on warranty issues.

I agree with Brad, time to check directly with Redwood and get it approved before any more work is done. Hopefully you're at a Redwood/Crossroads dealer.

Rick · 03-12-2014, 02:52 PM

I contacted redwood about having my annual inspection completed at Florida Outdoors. They are not a Redwood dealer but handle other Thor products. Mark Quinn at Redwood approved. Then they found this seal, bearing, brake and axle issue. Called Redwood and they (quin) told me I had to contact Lippert. I argued that I bought this from Redwood and they should coordinated but got no where. So I contacted Lippert. They have assigned a warranty case number but are now waiting for the dealer to send pictures to evaluate. There is no doubt in my mind that this is warranty. Just not too pleased with customer service to date and the fact that I have to pay the dealer and then fight with Lippert and Redwood to get reimbursed. And wait for over a week to get an axle.

**Dave&Ginny** · 03-12-2014, 03:06 PM

Quote:

Originally Posted by Rick

Learned late yesterday afternoon I now also need an axle. Lippert does not have one will take 5 days to make one and 3 to 5 days to ship. Decided to leave the trailer in south Florida and drive to my son's house in NC. Still no one stating this will be warranty. Dealer has told me they expect me to pay and I can deal with Redwood/Lippert.

What am I doing wrong here?

Rick.

Rick,

please make sure you talk to the service center yourself before the dealer orders an axle. Make sure they are aware of what's going on and everything will be covered under the 2/5 warranty.

travelin' texans · 03-12-2014, 05:23 PM

Send photos to service center as well as Lippert, as they will be the ones to approve repairs.

mhs4771 · 03-12-2014, 06:09 PM

So far I have not been impressed with any contact with Mark Quinn. Sure wish Brian was back.
I'm trying to get updated stickers for our RW since we've changed to the 17.5 wheels and tires and would also like to get an updated GVWR for the addition of the 8K suspension. All I got from Mark was NO. Asked if there was anyone else I could talk to and NO response at all.

Rick and Mindy · 03-12-2014, 08:15 PM

Not quite sure what is going on in customer service but just found out today that Mark Campbell's last day there was last Friday. I have been dealing with Mark for the past few weeks on getting parts to a dealer for warranty work. The dealer told me they had sent a wrong part and when he called there yesterday he was informed that Mark no longer worked there. The dealer was told that the new part would be sent out right away. Hopefully Redwood/Crossroads customer service will not suffer with these major employee turnovers.

johnboytoo · 03-12-2014, 08:49 PM

Employee turnover typically has some backstory to it...

Poor performance on 'someones' part - either the employee or the company

bad employee?
bad morale ?
bad pay ?
bad conditions?

short staffing ?
loss of direction/drive ?

travelin' texans · 03-12-2014, 10:48 PM

Last time I called Andi Miles, I was told she is also gone? I was contacted by a guy named Terry, he was helpful with my problem, but didn't catch his last name.

Tobys Home · 03-12-2014, 10:48 PM

Bean counters with a mission have sent many a company down the black hole. Seems that when all is working well they have to make it better?????? One can only hope that all will be OK. Sure will miss a lot of great people who really did there job. (Where have ALL these great people gone?) You are all missed!

**Dave&Ginny** · 03-13-2014, 12:03 AM

Quote:

Originally Posted by Rick and Mindy

Not quite sure what is going on in customer service but just found out today that Mark Campbell's last day there was last Friday. I have been dealing with Mark for the past few weeks on getting parts to a dealer for warranty work. The dealer told me they had sent a wrong part and when he called there yesterday he was informed that Mark no longer worked there. The dealer was told that the new part would be sent out right away. Hopefully Redwood/Crossroads customer service will not suffer with these major employee turnovers.

The good news is ....now that's Ron's job working with the dealers.

Rick · 03-13-2014, 03:24 AM

I see Tom Montague landed the GM job with Heartland. A good brand that will now likely get better. Congrats Tom.

Rick · 03-13-2014, 03:26 AM

I have all the pictures and have been mAking sure that both Redwood and Lippert have the same info. No one however seems to want to take ownership. Hence Redwoods original direction....call Lippert

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