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08-04-2014, 06:33 AM
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#1
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Full Time Camper
Join Date: Mar 2013
Location: United states of america
Posts: 1,570
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A+ Customer Service- kudos to Lynn, Randy, and the team
I just wanted to add the list of customers that had their trailer serviced at the Crossroads customer service center in Topeka. Whatever issues they've had, it appears they're working to make amends with their customers.
First, my story. We had our trailer out for 4 months and it went into indoor storage late summer. We took it out early May, had a couple record breaking storms and my front cap started to bulge and bubble. The back slide started to take on water only when closed, the roof was tearing 4-5 places along the drip seam, an open neutral reading on the ac line...the list goes on.
I brought my trailer to a local dealer listed on the Crossroads website. They said they'd submit the warranty claim, but it was 4 weeks out of warranty and since I did my 6 month checkup myself (per instructions from crossroads customer service)., I was out of luck. Also, they threw in the comment that Crossroad was horrible to deal with and they actually had quit carrying their products...
We thought we were stuck. So I called Lynn at Customer service. Sent some pictures. I told him I'd be happy to make the trip if they could help me since the dealer I bought from was almost equidistant between Dayton and Topeka. Plus, if i did need a new cap/roof/walls, I wanted a Crossroads tech doing the work, not the local dealer anyways.
Help me they did. Just picked up the trailer. New Front cap, repaired roof, short in slide fixed, new interior slide wall up front (did'nt see that), new carpet in slide, and every little thing that either broke or needed TLC was fixed by Randy and his team.
I am still in disbelief they did all this work in light of the negative posts I see on this site. I can only speculate, but when talking to customer service I get the impression the dealers are more of a hinder than help getting service. Just my two cents based on my experience.
Was it a long trip...yes. Was it worth it. Over 30 hours or labor in my trailer plus parts. And I got to stay at a couple nice campgrounds along the way.
Oh by the way, the dealer never did end up calling back with the status on the warranty request. After my interaction, they've been removed from the dealer database online.
__________________
2017 Ford F350 Super Duty 6.7 King Ranch Crew
Sold the 2016 Crossroads Sunset Trail Grand Reserve 32BH
2020 Grand Design Momentum 320G
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08-04-2014, 07:43 AM
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#2
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Full Time Camper
Join Date: Sep 2013
Location: Winchester, ON
Posts: 1,177
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Glad to hear you got all your issues resolved. I would recommend anyone who has a number of issues to get fixed to go to Indiana for service. The dealers always seem to have trouble getting the parts or the right parts. The people at the factory service are great to deal with and they do an awesome job. Well worth the trip.
__________________
2012 Cruiser Sahara 330SS
2015 F250 Super Duty diesel
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08-04-2014, 10:02 AM
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#3
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Site Team
Join Date: Sep 2012
Location: PA
Posts: 5,721
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Fantastic. They really stepped up for you. Maybe the way you talk to Crossroads is the answer. A good positive approach helps.
__________________
Mark & Susan
Lehighton, Pennsylvania
EAGLE HT FIFTH WHEEL | 30.5CKTS - '13 Ford F150 SCREW - PullRite Superslide - Roadmaster Active Suspension
Member - "Northeast Adventures RV Rally Group" & "Mason-Dixon Bunch"
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08-04-2014, 10:36 AM
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#4
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Full Time Camper
Join Date: Sep 2013
Location: Winchester, ON
Posts: 1,177
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My husband was the one who arranged it. He called Crossroads every morning at 9 a.m. and eventually got things to happen. I am sure he was non-confrontational, just wanted to talk to someone who was interested in resolving things. I believe that person was Terry.
__________________
2012 Cruiser Sahara 330SS
2015 F250 Super Duty diesel
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08-04-2014, 10:48 AM
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#5
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Full Time Camper
Join Date: Mar 2013
Location: United states of america
Posts: 1,570
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Persistence pays I guess.
They really bent over backwards for us.
By the way, Randy says Lemon Pledge on the slide sweepers makes a huge difference in the resistance on the slide motor. Im a believer.
__________________
2017 Ford F350 Super Duty 6.7 King Ranch Crew
Sold the 2016 Crossroads Sunset Trail Grand Reserve 32BH
2020 Grand Design Momentum 320G
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08-04-2014, 11:50 AM
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#6
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Full Time Camper
Join Date: Sep 2013
Location: Winchester, ON
Posts: 1,177
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Yes, we were told that as well and have since started using it.
__________________
2012 Cruiser Sahara 330SS
2015 F250 Super Duty diesel
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08-04-2014, 01:58 PM
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#7
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Family Vacation Member
Join Date: Nov 2013
Location: Woodstock, GA
Posts: 143
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Quote:
Originally Posted by OhioMark
Persistence pays I guess.
They really bent over backwards for us.
By the way, Randy says Lemon Pledge on the slide sweepers makes a huge difference in the resistance on the slide motor. Im a believer.
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Are you referring to spraying Lemon Pledge on the rubber seals that sweep the slides when they extend and retract?
__________________
2013 Elevation 3912
2017 Dodge RAM 3500HD Dually with AISIN
2014 KTM 1190 Adventure R
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08-04-2014, 02:02 PM
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#8
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Full Time Camper
Join Date: Mar 2013
Location: United states of america
Posts: 1,570
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Quote:
Originally Posted by englishmatt
Are you referring to spraying Lemon Pledge on the rubber seals that sweep the slides when they extend and retract?
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Yes, that is correct.
__________________
2017 Ford F350 Super Duty 6.7 King Ranch Crew
Sold the 2016 Crossroads Sunset Trail Grand Reserve 32BH
2020 Grand Design Momentum 320G
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08-04-2014, 03:41 PM
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#9
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Weekend Camper
Join Date: May 2014
Location: Michigan
Posts: 13
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What are you surpose to do with the lemon pledge?
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08-04-2014, 04:04 PM
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#10
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Full Time Camper
Join Date: Sep 2013
Location: Winchester, ON
Posts: 1,177
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Wipe it the slide seals (those rubber things). This keeps them supple.
__________________
2012 Cruiser Sahara 330SS
2015 F250 Super Duty diesel
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08-04-2014, 04:34 PM
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#11
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Full Time Camper
Join Date: Aug 2010
Location: , RI
Posts: 1,164
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Quote:
Originally Posted by Loneoak
Wipe it the slide seals (those rubber things). This keeps them supple.
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Don't forget to give them a good cleaning first before you apply Lemon Pledge or whatever you choose to use.
__________________
Al Laura (Lily & Breeze Portie Girls)
2011 F250 6.7 PS Tuxedo Black 4x4
11 305SKP- TPMS- RideRite air bags
Reese 16K Slider Wet Bolts
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08-04-2014, 06:26 PM
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#12
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Seasonal Camper
Join Date: May 2013
Location: Ohio
Posts: 255
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Good Hear. Thanks for sharing. Even if you stood me up at the Rally.
__________________
Gary & Angela - Kilo & Sierra (K9s) Southwest Ohio
2000 GMC Sierra - 2014 Z1 ZT211RD
2015 - 28 Nights - 2248.4 miles.
2014 - 47 Nights - 1445.8 miles.
2013 - 44 Nights - 2154.8 miles.
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08-04-2014, 06:59 PM
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#13
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Full Time Camper
Join Date: Feb 2013
Location: Tennessee
Posts: 581
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Good to see that Crossroads stepped up to the plate and took care of you. Thanks for the positive report!
__________________
Mike in Tennessee
2007 Cruiser 30QB
2008 Ford F250 Lariat 4x4 6.4 Powerstroke
Valley 16K slider
Ride-Rite air bags
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08-05-2014, 06:47 AM
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#14
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Full Time Camper
Join Date: Mar 2013
Location: United states of america
Posts: 1,570
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Quote:
Originally Posted by ZT211RD
Good Hear. Thanks for sharing. Even if you stood me up at the Rally.
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Yeah,
Next year. wasnt in the cards. Besides, they ended up needing to work on my trailer out at Crossroads that week anyways, so we didnt have a trailer.
next year.
__________________
2017 Ford F350 Super Duty 6.7 King Ranch Crew
Sold the 2016 Crossroads Sunset Trail Grand Reserve 32BH
2020 Grand Design Momentum 320G
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