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Old 03-22-2016, 11:18 AM   #1
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Relating customer service experience...

Would just like to pass on my extreme disappointment at the service I received this morning. (mod edit) in customer service is an embarrassment to your company and is probably the rudest, most sarcastic, patronizing support person I have ever dealt with. My 5th wheel has a design flaw that (mod edit) not only had no solution for, but talked down to me and was very embarrassing. I was told by (mod edit) that my $100,000 2016 Rushmore was not designed for dry camping. When I advised that this was never conveyed by the dealer, (mod edit) said that wasn't his or Crossroads problem. When I explained that the three of us really are a partnership, the builder, the dealer and ultimately the buyer, he again said that it was between me and my dealer and he said our conversation was over and he terminated our call. I eventually got passed to someone named (mod edit) and it was simply voicemail. I have not heard anything back yet and actually don't expect to.
Nice job Crossroads. You got my money and you are laughing all the way to the bank. Always remember that Karma's a bitch and if you treat enough consumers as you treated me, word gets out and you will find yourselves with a warehouse full of under designed, unsold coaches.
With social media sites, Facebook, Twitter etc and the extensive list of forums related to your product, I would be very sure that I not only treated my customers with the respect that a hundred thousand dollar investment deserved, but I would not have representatives like (mod edit) being my sole contact with your company.
If you choose to discuss my problem further, you may contact me by phone. Feel free also to check your owners group forums and all other social media as I will be posting my horrible experience concerning (mod edit) and your company.
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Old 03-22-2016, 11:24 AM   #2
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What a shame.

What is it about the Rushmore that isn't suited to dry camping? Fresh/waste water capacities? Generator?
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Old 03-22-2016, 11:52 AM   #3
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Once the 5th wheel is removed from the truck and with no shoreline hookups available, the refrigerator wil last 3 1/2 hours before going dead. This is a "residential" fridge that only runs on 110. There is a invertor that powers from 2 batteries.i was told by Chris in customer service that this 5th wheel was not designed for dry, non-hookup camping. His solution was to turn the battery (and the fridge) off at every fuel fill up to conserve battery... Really? There is a design issue that needs to be addressed.
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Old 03-22-2016, 11:53 AM   #4
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I feel your pain.... I had a similar discussion from the redwood side and decided to terminate the relationship.

Service, especially customer service is a dying art...

Maybe it has something to do with the 'Me' generation and the everybody gets a trophy mindset...
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Old 03-22-2016, 03:27 PM   #5
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Here Here. They did it to me too
They do not stand behind what they sale
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Old 03-22-2016, 03:33 PM   #6
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I have to say that I agree that a residential refrigerator is not suited for dry camping without a generator.
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Old 03-22-2016, 04:00 PM   #7
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Quote:
Originally Posted by DavisK View Post
I have to say that I agree that a residential refrigerator is not suited for dry camping without a generator.
X2, there is a reason why 2-way and 3-way RV refers were developed. They run on propane specifically for dry camping. And since many dry camp sites have restrictions on running generators at all hours, residential refers are not suited for dry camping. It is unfortunate that the OP and his salesman did not fully communicate intended use and limitations of the specific RV.

Some brands offer the same floor plan/model with both refer types so the buyer can pick the right one for their needs. I don't believe CR does.

However, employees in customer service should also be able to deal with customers in a professional, knowledgable and helpful manner, so shame on CR for not handling the situation better. Hopefully, the OP will receive more help on this issue.
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Old 03-22-2016, 04:19 PM   #8
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I finally spoke to(mod edit) who is a manager In customer service. While being very professional, he offered no other solution. He went as far to tell me that they had
no idea during the design process that this would be a problem. It was only after talking to invertor manufacturers that they realized they had a problem. He also advised that the invertor would not even keep up with refrig demand running down the road. If travel time exceeded 6 or 7 hours, the refrig would be dead on arrival....wait, what? I should have bought a cabin.
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Old 03-22-2016, 04:32 PM   #9
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Going down the road the batteries are being charged by your truck so your frig should run as long as the truck is, so I don't agree with the travel comment. Even if it didn't stay running, it would stay cold much longer due to better insulation than a rv frig. I do agree, where it is more room & more attractive, that residential refrigerators are not/never will be designed for efficient rv use.
If you bought the rv with the intention of boondocking regularly then you were mistaken, should've got the "rv" frig. I also agree customer service is almost nonexistent in every buusiness nowadays & you should've not been treated that way, but we keep buying their products.
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Old 03-22-2016, 04:56 PM   #10
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I agree, if the 12V feed from the truck is active, it will keep the batteries charged and they will keep the residential refer operating. Even if not, with the refer not in use, everything will stay cold. There are many units with residential refers made by many manufacturers and none are any better or worse on the road than any other, so this is not an issue other than owner awareness and experience.

Also, there are many RVers with propane refers, that travel with it shut off for more than 7 hours travel time. As long as the refer is cold at departure, even the thinly insulated RV refer stays cold. So, on the road, either style of refer is totally adequate.

But a residential refer is not suitable for dry camping, it is as simple as that. It will take a generator running when allowed plus a full solar setup to keep the refer running for multiple days of dry camping.
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