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Old 03-31-2015, 05:54 PM   #1
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Angry Customer service?

Bought a 2015 Redwood 39mb last Sept. Went to FL for the winter. When we raised jacks, one had a bad hydraulic leak. Called my dealer in St. A louis and they gave me name of certified warranty repair dealer in Ocala, FL. Need new hydraulic hose and has to be shipped from factory. Campground in rear of dealership that is $35/night. Was told if I didn't pay to get expedited shipping, could take a week or more to get part, so I paid the $80 for overnight shipping as opposed to being here for a week or more at $35/night. Called Crossroads customer service and was told they don't reimburse for camping or shipping...I think that stinks as I would not have to pay for any camping if I could have gone straight home! Anyone have any similar customer service experiences?
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Old 03-31-2015, 08:35 PM   #2
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I don't know if you are aware, there is a Redwood forum also.
Redwood RV Owners Community
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Old 04-01-2015, 05:54 AM   #3
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Customer Service is a hit or miss with them from MY experience...

Some on the forums rave about them, some on the forums rave about after a year of litigation they finally agreed to buy my pos back !

When you can sell everything you build,
you typically don't take the time to build it right.
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Old 04-01-2015, 07:08 AM   #4
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customer service

Next time try taking the hose to a machine shop or a Ag implement dealer. They can build a wide variety of hyd hoses in about 15 min.
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Old 04-01-2015, 07:57 AM   #5
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That would void warranty if not certified by Crossroads
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Old 04-01-2015, 08:00 AM   #6
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The product is good, but if they don't have good customer service along with product, doesn't matter.
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Old 04-01-2015, 08:01 AM   #7
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Thanks, will look at it!
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Old 04-01-2015, 08:10 AM   #8
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The Customer Service Sucks. They bounce you from one person to another person
Till the warranty runs out.
I will never buy a Thor product again
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Old 04-01-2015, 11:30 AM   #9
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The Customer Service Sucks. They bounce you from one person to another person
Till the warranty runs out.
I will never buy a Thor product again

Check out the other Rv manufacturer forums. After you do, you will not buy another Rv again.
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Old 04-01-2015, 05:02 PM   #10
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Get inline there all the same.
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Old 04-01-2015, 05:06 PM   #11
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This sounds more like dealer customer service, not Crossroads customer service.
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Old 04-01-2015, 05:23 PM   #12
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I had Monaco motorhomes there service was great they would send a rep out to fix the problem if needed and you can order parts and get them in 2 days
Its been a year and still haven't got a screen that was missing on delivery
And yes it is Crossroads the dealer is even more useless
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Old 04-01-2015, 05:41 PM   #13
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Funny you should mention Monaco. That was the brand of my previous Rv. The "Big ole rolling turd two". It literally fell apart and Monaco would not stand by their product. The only thing they helped me with was the A/c remote they replaced.
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Old 04-01-2015, 07:44 PM   #14
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Sorry, but if your RV is a 2015 model, anything that has to be done should be on their dime. They should do all they can to make it right. Hell, sorry to make you feel bad, but I am out of warranty, I called them last October on a Friday, I had a bent axle. They put it on the truck that day, and I had it the following Monday, and I couldn't have been happier. I know their are those that boast, and those that moan. I don't know what the difference is between us all...I just know that I have always been well treated...I cannot say anything bad...Sorry if you were looking for something less. Good luck in the future.

Travel well, travel safe,
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Old 04-01-2015, 08:20 PM   #15
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Quote:
Originally Posted by Klrful View Post
Bought a 2015 Redwood 39mb last Sept. Went to FL for the winter. When we raised jacks, one had a bad hydraulic leak. Called my dealer in St. A louis and they gave me name of certified warranty repair dealer in Ocala, FL. Need new hydraulic hose and has to be shipped from factory. Campground in rear of dealership that is $35/night. Was told if I didn't pay to get expedited shipping, could take a week or more to get part, so I paid the $80 for overnight shipping as opposed to being here for a week or more at $35/night. Called Crossroads customer service and was told they don't reimburse for camping or shipping...I think that stinks as I would not have to pay for any camping if I could have gone straight home! Anyone have any similar customer service experiences?

Another way to look at it----
If you had a new truck and it blew a hose on the power steering, and it had to be shipped in, would you expect the truck company to pay for your lodging, if you were held up for a few days because of it?

I think your expectation are pretty much out of line. I have never heard of anyone ever being reimbursed for such a thing.
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Old 04-02-2015, 08:03 AM   #16
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You guys don't know the whole story.
I called got a service rep talked to him weekly waiting for parts. 2 months later still no parts
3 months no rep he quit. And I had to start over because. There was no record of my parts on order. Promises made and broken. Then after 1 yr. Still waiting I was told sorry warranty is over. Your on your own.
This was crossroads not the dealer.
So never buy a NEW Rv. Buy used then you know where you stand
If you needed a hose for your truck you would have never waited this long.
As there are laws for automobiles. But not RVs
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Old 04-02-2015, 02:07 PM   #17
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Sounds like they put it to you. What I suggest to anybody who is nearing the end of their warranty and has a problem. Take pictures, email the pictures along with a description of the problem to both the dealer and the manufacturer. If you would like a receipt that they received the complaint, use certified mail, receipt requested.
Now you have documentation the the problem occurred during the warranty period.
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Old 04-02-2015, 02:19 PM   #18
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I have done that since day 1 email pics and called and keep a book with time and dates
Of who and when
Still to bad.
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Old 04-02-2015, 08:48 PM   #19
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Quote:
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And yes it is Crossroads the dealer is even more useless
I was referring to the OP.
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Old 04-02-2015, 10:04 PM   #20
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Thats right. I traded my crossroads unit on one from Grand Design. I have had problems there also
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