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Old 05-09-2014, 06:09 AM   #1
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Is There A Crossroads Owners Liason?

Good morning!!

I was just wondering if there is a person on this forum that is considered an owners liason? We currently are Heartland Owners and are considering a Rushmore. As Heartland Owners we have a Director of Owner Operations in our club that is the liason between the company and owners. He usually attends all the rallies and is the "go to guy" for issues, etc.

We have not made a final decision on the Rushmore - still trying to get a feel for the company and for the forum members. We are very active in the Heartland group and hope to find the same level of participation at Crossroads. We like our Heartland but we fell in love with the Washington floorplan!

THanks and happy travels
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Old 05-09-2014, 06:43 AM   #2
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I have never heard of one here on the forum.
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Old 05-09-2014, 06:53 AM   #3
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It is really a great idea. They started out with Heartland Ambassadors throughout the country that attended rallies. We learned so much in the beginning from them about the heartland brand, plus lots of good general tips.

Thanks for the reply. Hope to make a decision soon on the Rushmore...
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Old 05-09-2014, 07:57 AM   #4
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Great idea, but ambassaors and liasons are only as effective if the manufacturer address the issues and actually does something about it.

We don't need another talking head. Nothing turns away customers than blogs and public forums packed with negative feedback.

Just my opinion, but if Crossroads has the level of quality issues the past few years as some posters have indicated, it is time to get the dealers out of the middle of the remediation process and deal directly with those consumers with those problems.

Just look at GM. It will come back to bite you if you leave customers hanging and only the dealers to talk to.
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Old 05-09-2014, 08:04 AM   #5
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Great idea, but ambassaors and liasons are only as effective if the manufacturer address the issues and actually does something about it.

We don't need another talking head. Nothing turns away customers than blogs and public forums packed with negative feedback.

That may be true, but it can't be said here yet because we don't have one that I know of. If it were ever to come, we should at least give it a chance and stay positive until proven otherwise.
Like the OP stated, it worked on the Heartland forum/association.
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Old 05-09-2014, 08:13 AM   #6
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OhioMark I certainly agree. The liason idea is a good one if the company is willing to back them up. And you are correct...all the negative posts here have certainly made us take a step back on a Crossroads purchase. We are just not seeing a lot of happy campers (pardon the pun) here. Plus I recently spoke to the service manager of a large RV dealership in our area and his comments were not very favorable toward the quality of the Crossroads products he was seeing come in for work versus the Heartlands, Keystones and Jaycos... As it stands this morning, we are going to wait...keep our Elkridge and see what happens with Crossroads....Still love that Washington floorplan....but not enough to jump out of the frying pan into a fire!!!
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Old 05-09-2014, 09:52 AM   #7
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Lloyd,

Trying to stay positive. I would buy another Crossroads again tomorrow. Got my eye on my next rig...a 5th wheel. But that's my experience.

For us, there isnt a better value for a trailer and the Sunset Trail is the lightest in the industry. But the 12 point promise I got last year doesn't carry much after reading issues on the forum before our purchase.

It was the CR customer service group that sold me on fact I picked the best product. Also, this active forum gave me comfort that even if something wasn't covered under warranty, someone here to guide me through any issue (except the hot water in the toilet, I have no idea how that can happen!!)

Before I picked up the trailer I had questions about the storage dimensions. I called CR customer service and got a human on the second ring. The tech answered all my questions. He actually, got off the phone, walked out to the plant and measures the storage door for me and called me back.

My dealer is 5 hours away. I had a handful of small issues with my new trailer. Sawdust, handles loose, 1/2 of the LED light rail died.

Instead of dragging my trailer to the dealer, Customer service walked me through every fix/question/issue. Sent me the light rail direct with install directions. They even sent me 2 tubes of DICOR tan lap sealant when it wasn't available yet to the general public (bath fan upgrade).

That is customer service.

I called Jayco's customer service several times over the years and they won't even connect you to tech.. Heck, I don't think they even have one available to talk too. They told me to call the dealer.

My point is if a customer is truly dissatisfied with a major issue, the dealer should be out of the equation. I had an awesome customer experience with my dealer, but if my new rig has any major issues, Someone from CR should be calling me to get it taken care of.

All CR has to do is replicate what they've done with customer service with a representative / liason on this forum and it would show the commitment.
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Old 05-09-2014, 10:43 AM   #8
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Originally Posted by OhioMark;7741
[COLOR=Blue
Mark I agree with "most" of what you say[/COLOR].


Lloyd,

Trying to stay positive. I would buy another Crossroads again tomorrow. Got my eye on my next rig...a 5th wheel. But that's my experience.

For us, there isnt a better value for a trailer and the Sunset Trail is the lightest in the industry. But the 12 point promise I got last year doesn't carry much after reading issues on the forum before our purchase.

The 12 point promise history. It was bs from the start, and not worth bring up.

It was the CR customer service group that sold me on fact I picked the best product. Also, this active forum gave me comfort that even if something wasn't covered under warranty, someone here to guide me through any issue (except the hot water in the toilet, I have no idea how that can happen!!)

Before I picked up the trailer I had questions about the storage dimensions. I called CR customer service and got a human on the second ring. The tech answered all my questions. He actually, got off the phone, walked out to the plant and measures the storage door for me and called me back.

My dealer is 5 hours away. I had a handful of small issues with my new trailer. Sawdust, handles loose, 1/2 of the LED light rail died.

Instead of dragging my trailer to the dealer, Customer service walked me through every fix/question/issue. Sent me the light rail direct with install directions. They even sent me 2 tubes of DICOR tan lap sealant when it wasn't available yet to the general public (bath fan upgrade).

That is customer service.

I called Jayco's customer service several times over the years and they won't even connect you to tech.. Heck, I don't think they even have one available to talk too. They told me to call the dealer.

My point is if a customer is truly dissatisfied with a major issue, the dealer should be out of the equation. I had an awesome customer experience with my dealer, but if my new rig has any major issues, Someone from CR should be calling me to get it taken care of.

I don't know about that. Have you ever had an automotive manufacture call?
I haven't. With all the units on the road they wouldn't have enough man power or phone lines. That is where the dealer is "suppose" to come in.
Untill they can get the lack of commitment on the dealer end taken care of, it will continue to be an issue. Anyway that's the way I see it.


All CR has to do is replicate what they've done with customer service with a representative / liason on this forum and it would show the commitment.
Am I hearing a volunteer for the job?
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Old 05-09-2014, 10:55 AM   #9
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I like the idea but I know that a job like that on this forum would probably require a full time commitment from someone employed by the company. A customer service contact would be nice who could deal with things by Private Message and liaison between the customer, dealer and manufacturer. This was recently done in the Ford Trucks forum which is privately owned as well but now has Ford employed customer service people active on the forum. Keep in mind, Ford is a much bigger firm than Crossroads and Ford Truck Enthusiasts forum has 10's of thousands of members.

Good idea, though, and I think someone should bring it up at the CrossRoads factory rally this year.
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Old 05-09-2014, 11:25 AM   #10
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I know forest river has a factory rep on the forum (sabresam). He us there of his own accord and helps people out tremendously. Having a factory rep here would be a great asset to owners. Sadly I don't see it happening as crossroads farms the website out and is no longer on the forum. Those that remember the brief time we had a crossroads exec in the board it backfired so I think they will be Leary of coming back.
To the OP, we have lots of local little member created rallies or get togethers and one factory rally every year. Most members are very friendly and helpful. Best of luck in your choices.
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