called Crossroads customer service - Page 2

gball · 07-20-2015, 07:56 AM

I recently replaced the moulding on the front of my trailer where the front cap meets the trailer. I contacted the CrossRoads Service Department, got the part number for the moulding, ordered it through my dealer and had it drop shipped to my home rather than to the dealer. The cost of shipping was a little more but worth it since I did not have to drive the 60 miles to the dealer to pick it up.

If the CrossRoads Service Reps will take the time to search and provide the part number for you, you can order the part from any CrossRoads dealer. Doesn't have to be the selling dealer.

Chateau Duke To Go · 07-26-2015, 11:19 AM

This thread struck a chord with me so I sent the following suggestion email to Andy Cripe, Mike Antel, Christian Muffoletto, Taylor Troup and Rodney Jackson at Crossroads. The theme of my suggestion was a way for Crossroads to build Brand Loyalty and goodwill with the customer. Not a single one responded with anything as simple as a "thank you for the suggestion". I guess they don't cherish the customers at all. Very dissapointing.

Andy and the other Crossroads folks,

There is a thread on the Crossroads Family Forum that basically says that you all will not sell parts directly to your customers. There is a copy of an email posted from a Rodney Jackson that basically says this and refers the customer to a dealer.

If this is true, it is a huge mistake on Crossroads' part. First, a majority of dealers do not have the customer's best interest at heart. They see service and parts, factory or aftermarket, as ways to dig deeply into the customer's pocket. They have no loyalty to you or the customer.

Secondly, I have found that many RV'ers are very capable DIYers. Most have skills that rival or surpass the so called technicians in dealer service centers. Providing parts to your customers would be a huge revenue generator, if not plain cash cow, for you all. You receive these parts at very reasonable prices due to your purchasing in bulk from the vendors for the assembly lines. I suspect you could sell many of these items to customers at a 75% to 100% mark up (if not more). You would be able to pass shipping charges along but UPS, Fed Ex, and USPS would give you substantial concessions based on your volume. You would be able to give your customers value added by providing advise on the right part, value added by providing technical assistance, and value added by giving them a source for that part.

By providing this level of exceptional service and added value, you would build brand loyalty and goodwill with your customer. Your dealer network will not build Crossroads brand loyalty. They will drop your brand as soon another manufacturer waves an incentive in front of them. You must embrace the end customer and not give the appearance you forsake the customer to pander to the dealer. It is on you to build brand loyalty not the dealer network.

Thanks,

Pwrfactor · 07-28-2015, 03:22 AM

I agree with you %100! I had a axle failure last week 7/19/15 and have had no success with crossroads. I finally ordered a new axle myself from LCI on 7/22/15. Yesterday I took my bent axle to the factory to see if I could get a exchange or something, but with no success. I told Rodney Jackson that I was coming to Topeka but to my surprise he was eating his lunch in the break room and did not attempt to come out. I left and went to LCI and got a hold of The LCI warranty claims person that was taking care of my case. She told me that she just approved my warranty claim, but was not aware that my camper was disabled in front of my home in my housing addition. Mr. Jackson didn't tell LCI that the trailer was not movable she told me that she thought it was just a tracking problem. LCI has since put a rush on the axle and hopefully it will be made tomorrow. I'm still waiting on CR to give me a date to bring my camper back to the factory to fix the slide leaks, water damaged cabinetry, and the removal of the entire side wall due to water damage.

newbienomad · 07-28-2015, 04:54 AM

Whew, call it just just dumb plain luck, but we've had relatively good luck with our 2005 bumper pull 32ftr. granted it has less than 400 towing miles on it, but we're happy campers, so far. Not that I haven't had issues to deal with, but as stated in an earlier thread, I'm a proficient DIY'r. I would be happy to support Crossroads parts department with my orders, as I feel my repairs are more thorough, and possibly less Rube Goldberg when issues arise as compared to a dealers hired help.That said, the internet allows me to bypass the new policy, but trust is waning.... When time to upgrade.....

Chateau Duke To Go · 07-28-2015, 08:36 PM

Quote:

Originally Posted by newbienomad

, but trust is waning.... When time to upgrade.....

Exactly why working to build brand loyalty and goodwill with the customer is so important. This is done through providing exceptional service and added values like technical support. A prime example is the electronics company Crutchfield. They are little more expensive but many of their customers glady pay a little extra due to the exceptional service and technical support.

kjones9820 · 07-30-2015, 09:41 AM

I called a dealer (80 miles away) to get the parts I'm needing for the 2009 Cruiser. They took my info on July 20th and I'm still waiting for a call back to tell me if/when they can get the parts. I've called them back three times and have been unable to speak to the person who took my info. I will now have to move on to the next dealer and start the process again.

I know there are some dealers out there who take care of their customers but for the most part it has been my experience that they are eager to get the sell but really don't care about the service. Every time I have taken my unit to be serviced I have been charged premium prices for poor service. That's why I prefer to order the parts and do it myself. It's frustrating when you have to spend more time trying to get the parts than it takes to do the service.

kjones9820 · 08-04-2015, 10:13 AM

You hit the problem right on "no one cares". I have been trying to order my parts for 3 weeks and have not gotten past "I will call you back with the prices". I'm on the second dealer(large dealer) that took my info and hasn't called me back. Every time they transfer me to the parts dept. I get an answering machine. I finally got a call back from a person who seemed less than happy about my needs. He informed me that they didn't carry the Cruiser, only the Redwood. When I told him Crossroads had given me their name he said he could get my parts. I gave him my info but have not heard back from him. I called again this morning to follow up... anwering machine again! I really need the parts so my next move is to call Crossroads again and try to get them to help me. They don't care either. Someone on here mentioned that they would look up the part numbers for you. The rep I spoke with told me he didn't have acces to that. I'm beyond frustrated.

Chateau Duke To Go · 08-04-2015, 10:27 AM

Interesting that the three folks who are in Crossroads Marketing have not offered any input to this thread nor has anyone answered my email.

Did anyone go to the rally in Indiana a couple weeks back? If so can you give any insight to this issue?

johnboytoo · 08-04-2015, 01:30 PM

The redwood reps seem fairly active on the redwood forum - Redwood RV Owners Community

might try there - and good luck !

kjones9820 · 08-04-2015, 04:10 PM

Thanks, I finally spoke with someone today at the second dealer. They need photos of the parts. I'll forward those and see what happens.

ttroup · 08-06-2015, 08:40 AM

Quote:

Originally Posted by Chateau Duke To Go

This thread struck a chord with me so I sent the following suggestion email to Andy Cripe, Mike Antel, Christian Muffoletto, Taylor Troup and Rodney Jackson at Crossroads. The theme of my suggestion was a way for Crossroads to build Brand Loyalty and goodwill with the customer. Not a single one responded with anything as simple as a "thank you for the suggestion". I guess they don't cherish the customers at all. Very dissapointing.

Andy and the other Crossroads folks,

There is a thread on the Crossroads Family Forum that basically says that you all will not sell parts directly to your customers. There is a copy of an email posted from a Rodney Jackson that basically says this and refers the customer to a dealer.

If this is true, it is a huge mistake on Crossroads' part. First, a majority of dealers do not have the customer's best interest at heart. They see service and parts, factory or aftermarket, as ways to dig deeply into the customer's pocket. They have no loyalty to you or the customer.

Secondly, I have found that many RV'ers are very capable DIYers. Most have skills that rival or surpass the so called technicians in dealer service centers. Providing parts to your customers would be a huge revenue generator, if not plain cash cow, for you all. You receive these parts at very reasonable prices due to your purchasing in bulk from the vendors for the assembly lines. I suspect you could sell many of these items to customers at a 75% to 100% mark up (if not more). You would be able to pass shipping charges along but UPS, Fed Ex, and USPS would give you substantial concessions based on your volume. You would be able to give your customers value added by providing advise on the right part, value added by providing technical assistance, and value added by giving them a source for that part.

By providing this level of exceptional service and added value, you would build brand loyalty and goodwill with your customer. Your dealer network will not build Crossroads brand loyalty. They will drop your brand as soon another manufacturer waves an incentive in front of them. You must embrace the end customer and not give the appearance you forsake the customer to pander to the dealer. It is on you to build brand loyalty not the dealer network.

Thanks,

John,
Let me first apologize that you did not receive the response due for your idea. Not only was it a good idea, but one that realistically could be implemented.

In all honesty, Christian and I will take full responsibility for lack of response. Because our superiors were contacted, as well as people in customer service, we did not feel that it is our place to answer back on the email as we had assumed that bigger voices in different departments would have better answers then we would. So, in that way, the marketing department has dropped the ball and for that we apologize.

Dealing with the issues of getting parts from dealerships, though we have no control over the general manufacturer to dealer parts agreement, the way that Christian and I CAN help is by helping those of you on this thread that are not getting feedback from your dealers. Though I know this is not the answer that fixes these issues, we would like to try to help in any way that we can.

Kjones9820 –
Will be contacted directly to see if there is anything we can do to make sure his dealers are being held accountable.

kjones9820 · 08-06-2015, 09:49 AM

I was contacted by Taylor with an offer to help move things along if needed. Much appreciated, thanks.

Chateau Duke To Go · 08-06-2015, 10:50 AM

Thank you Taylor.

Loneoak · 08-06-2015, 03:45 PM

Check out today's RV Travel tip on this subject:

RV Daily Tips Issue 679. August 6, 2015 | RV Travel

Chateau Duke To Go · 08-06-2015, 04:08 PM

Quote:

Originally Posted by Loneoak

Check out today's RV Travel tip on this subject:

RV Daily Tips Issue 679. August 6, 2015 | RV Travel

I would have to disagree with this article and its comparison to the automotive industry. You do not have to go to a Ford Dealership to get parts. Almost every part on an automobile or truck is available from an auto parts store (i.e. Autozone, Advance Auto, NAPA, Rockauto.com, etc). These businesses obtain stock, of OEM specifications, from the manufacturers or the manufacturer's suppliers. There are options and competition in the automotive arena. Albeit automotive manufactures don't sell retail parts, it is not as much an issue due to available sources and competition in the market place.

RV Manufacturers protecting their dealers are preventing competition, perpetuating a monopoly and hurting the consumer and their respective brands. Trying to say the auto manufacturers don't sell parts is just an excuse for the poor business acumen displayed by RV Dealers and Manufacturers and is an apples to lemons comparison.

kjones9820 · 08-06-2015, 06:03 PM

It's been my experience that the RV Dealers don't necessarily want to sell the parts. This is evidenced by the poor service that I have gotten while trying to get them to accommodate me. I get the vibe that it's more trouble than it's worth for them to spend their time on something that isn't going to yield much return. I also think it's a sign of the times that we now live in. It's not just the RV industry. Those days are gone when you get the service after the sale that was common place a few years ago. It makes a difference with customer's though. I will not buy a second time from a dealer that doesn't take care of me after the sale.

**Lloyd** · 08-06-2015, 06:57 PM

Quote:

Originally Posted by Chateau Duke To Go

You do not have to go to a Ford Dealership to get parts. Almost every part on an automobile or truck is available from an auto parts store (i.e. Autozone, Advance Auto, NAPA, Rockauto.com, etc). These businesses obtain stock, of OEM specifications, from the manufacturers or the manufacturer's suppliers. There are options and competition in the automotive arena. Albeit automotive manufactures don't sell retail parts, it is not as much an issue due to available sources and competition in the market place.
.

John, I agree with your post in part.
True, you can buy auto parts from the places you listed, but, not all parts for all vehicles all the time.
Some newer vehicles have a part protection on some of their parts, and you usually have wait until that has been lifted.

For example--When I had my 03 Duramax, it was a few years before I was able to buy the fuel filter in the parts store here.

Kingfish58 · 08-06-2015, 08:50 PM

The comparison to cars is silly to me. These trailers don't have quality control or manufacturing standards anywhere near the same standard as today's auto industry. My 2012 Tundra is over 3 years old and has 35,000 miles on it and all I've done is change the oil and the dealer gives me a shuttle and a bottle of water while doing it. I've had two warranty issues on my 2015 TT (only one resolved) and every time I take it out I feel like I need to run a systems check, look for loose screws, see what needs gluing down, etc. etc. The other warranty issue was the range vent exterior flap falling out, a $5 piece at best. Easy fix, cheap part, sent pics to dealer to send to crossroads and never heard back. I'll end up buying one online when the gorilla tape wears out to avoid the hassle, but really? I should be able to pick up the phone, call Crossroads, tell them I purchased one of their units new and have them say, wow, no biggie, we'll send this part to you today.
Of course, building them better would help too.
This is my first RV purchase and I feel like you're basically on your own when you buy these. You had better be prepared or have the capability to fix things.
The latest issue of Trailer Life has an article about the direct sale manufacturers. I will look hard at these for my next RV purchase.

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