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Old 01-16-2014, 01:20 PM   #1
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Thumbs up Crossroads Warranty

Had a warranty issue, I picked up the phone and called CR. After sending pictures the part is on the way! Took all of 30 minutes
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Old 01-16-2014, 01:29 PM   #2
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Seems like they're really starting to step up. Management change must have helped.
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Old 01-16-2014, 05:34 PM   #3
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i had an issue with the flex guards, i emailed. 2 hours later they called and confirmed the mailing address. a few days later the parts were delivered via fedex
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Old 01-16-2014, 06:56 PM   #4
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Glad to start to see some positives. I'm hoping they have turned things around before too much damage has been done.
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Old 01-17-2014, 07:27 AM   #5
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CrossRoads Warranty

Am having a few disagreements with CR warranty. My warranty rep at dealer is almost as frustrated as I am. CR warranty replies seem to be out in left field.
Could some of you advise who you have been dealing with since you seem to have had success?

Thanks
Mike
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Old 01-17-2014, 08:20 AM   #6
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Lynn has been great for me
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Old 01-17-2014, 09:26 AM   #7
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Bill Hodge has been great , but don't know if he is still on same job..
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Old 01-17-2014, 09:26 AM   #8
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Be polite, send good pictures and VIN# and anyone there will help. Make sure your dealing with service NOT anyone else. I found dealers sometimes fail on their end providing the proper info to CR. I think those who get nitpicky and over demanding get avoided as they should.
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Old 01-17-2014, 10:22 AM   #9
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Bill Hodge has been great , but don't know if he is still on same job..
I beleive Bill Hodge is with Redwood now. I went through Bill for some issues I had, sorry he not with CR anymore.
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Old 01-17-2014, 10:23 AM   #10
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This lady was absolutely fabulous to work with on our warranty issue. Personally, I think you need to contact CR directly because I have been told that the dealer has to absorb some of the costs of repairs and I personally think that might distort their aggressiveness in getting your warranty work done.

Andi Miles
Service Writer
Email: amiles@crossroadsrv.com
Phone: 260-593-3850 ext 2407
1115 West Lake St.
Topeka, IN 46571

I suggest calling rather than emailing. Good luck.
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Old 01-17-2014, 12:06 PM   #11
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Quote:
Originally Posted by sking View Post
Had a warranty issue, I picked up the phone and called CR. After sending pictures the part is on the way! Took all of 30 minutes
Sking,

Thanks for posting a positive interaction with Crossroads. Its good to hear positive things to let others know that Crossroads can do the right thing
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Old 01-17-2014, 01:33 PM   #12
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2nd on Bill Hodge, he was great to work with. We have found when you have warranty work to call Cross Roads and make sure the issue is documented under your vehicle number. Lippert was good to work with also. Just make sure its documented prior to having a dealer look at it.

I was surprized to here that Lippert is trying to bring back the manfacturing to the US. I had previously though everything was built over seas.

My two cents worth.
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Old 01-17-2014, 04:52 PM   #13
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Crossroads Warranty

Thanks to all for the quick replies. There are a number of CS/Warranty Techs at Crossroads that are very competent. With your help I have founhd one that is taking charge and getting things rolling on our problem.
No run arounds or asking for the same pictures or other info two or three times.
Will give you an update as we progress.

Thanks again
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Old 01-17-2014, 06:10 PM   #14
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Loogie as you are finding out, the problem is often the dealership but the dealership is making it out to look like Crossroads is the problem.
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Old 01-17-2014, 06:16 PM   #15
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Absolutely, Aileen. Dealerships are only reimbursed on a "flat rate" for the work to be done regardless of the time it takes them. That is another reason for their slowness. Out right "out of warranty" work pays better!
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Old 01-17-2014, 09:33 PM   #16
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I've had 2 warranty claims and each time I called I was helped promptly. I was nice about things and said I could save CR money by repairing things myself, heck I said I spent $4 on some bolts to replace a missing few, THERE WERE 4 $1 BILLS IN MY PARTS BAG WHEN MY PARTS CAME IN! I bypass my dealer as much as possible for things I can fix myself.
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Old 01-17-2014, 10:17 PM   #17
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Sking, thanks for the information about repairing yourself as we are pretty handy and, if need be, we could do some things ourselves.
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Old 01-18-2014, 06:50 AM   #18
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Crossroads Warranty

My telling the whole story about the response from the 1st Crossroads CS/Warranty Tech we were dealing with(read bashing them) I would hope that you would not jump to the conclusion that all the problem lies with the dealer.
I have a lot more confidence that the dealers warranty dept is working more in our favor than the individual we & dealer were assigned to. The statements and excuses the CR/Warranty Tech made to us showed he had not even read the original requests & problem sent to him. The CS rep didnt even know what type vehicle we had a problem with( ex: He had a description of our rv, line,model, size & vin & his response was totally 180 deg out of wack.) !st CS rep basically jumped to conclusions & told both the dealer & my self that the problem was a common one. However he could not cite any examples nor tell us the cause or remedy & told us that the parts that failed werent covered by warranty because they werent mfgd. by CR. This makes no sense since none of the auto mfgrs manufacture all of the parts on thier vehicels yet they are covered by the auto mfgrs warranty or OEM warranty.
The dealer has been working in our behaf & understood the problem from the begining while the original CR rep had a negative attitude from the git go.
Now that I have bashed the original CS rep(without mentioning his name) I want to give an "attaboy" to David Underwood who listened to our problem & had sugested solutions but wanted to go to the OEM for additional guidence before giving us a final word.
When I originally asked for CS rep names that you had good response from I had no intention of bashing CR or the original CS rep, just wanted the name of someone you had dealt with that at least took the time to understand the problem without blowing us off. Both the dealers rep & I have been more that cooperative by supplying all info, pics & descriptions of the problem multiple times. From all the bashing I have seen on this forum I think !st CS rep is a left over from the previous administration.
Just wanted to give you a little better explination of why we are so frustrated not bash CR or the dealer.
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Old 01-18-2014, 07:37 AM   #19
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Seems from your account 1st CS rep was not up to snuff. My next step if I were you is to report 1st CS rep, and let management keep an eye on this person. If 1st CS rep is as bad as you say no one wants that person to continue to be in that position. Not management (unsatisfied owners), not the co-workers (have to deal with frustrated cusomerrs due to 1st rep) not customer (have to go through everything a second time).
That 1st rep might be better suited in another position. IMHO
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Old 01-18-2014, 08:05 AM   #20
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SleeptT, that is exactly the response I recieved when I went back to CR.
I didnt bash, just asked for a review of our request for help & was put in touch with the 2nd CS rep.
My concern here was that the response I was getting was to immediately bash the dealer warranty rep. without knowing the dealer or how much effro he had put into our case. I have expressed my satifaction with the dealer in question on pms(not publically due to the total subject matter(mostly what did we pay for our trailers) which I feel is unfair to a deler.
Usually what happens in those cases is one of us gets po'ed because one of us got a better price than the other. Thanks for your understanding our situation.

Mike & Sandi
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