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Old 08-04-2014, 06:33 AM   #1
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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.
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Old 08-04-2014, 07:43 AM   #2
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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.
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Old 08-04-2014, 10:02 AM   #3
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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.
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Old 08-04-2014, 10:36 AM   #4
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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.
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Old 08-04-2014, 10:48 AM   #5
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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.
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Old 08-04-2014, 11:50 AM   #6
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Yes, we were told that as well and have since started using it.
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Old 08-04-2014, 01:58 PM   #7
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Quote:
Originally Posted by OhioMark View Post
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.
Are you referring to spraying Lemon Pledge on the rubber seals that sweep the slides when they extend and retract?
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Old 08-04-2014, 02:02 PM   #8
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Are you referring to spraying Lemon Pledge on the rubber seals that sweep the slides when they extend and retract?

Yes, that is correct.
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Old 08-04-2014, 03:41 PM   #9
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What are you surpose to do with the lemon pledge?
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Old 08-04-2014, 04:04 PM   #10
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Wipe it the slide seals (those rubber things). This keeps them supple.
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