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Old 08-11-2015, 04:11 PM   #1
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Unhappy NORCOLD FRIDGE warranty denial

Always little challenges along the way. Got most of the little stuff taken care of, now we have a Thetford Norcold Fridge that does not work. After 2 weeks of back and forth with the repair dealer and Norcold, Norcold has decided that they are not going to warranty the fridge and instead noted that it is Crossroads problem.
Already have lost about 10 days so far with the unit at dealers, spent money back and forth to the repair dealer and now it could very well start all over again with Crossroads. Time will tell. The fridge is the Norcold N811 FRT model. Will update as time passes as Crossroads takes on the situation.
Anyone else have a similar situation?
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Old 08-12-2015, 08:26 AM   #2
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Please describe the situation - in what way does it not work, how old, why Norcold denied warranty claim, why Norcold thinks it's a Crossroads problem, etc. Need more specifics before people can say if they have had the same situation.
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Old 08-12-2015, 09:41 AM   #3
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Long story short, the fridge does not cool on propane or electric since day 1 in use. Norcold requested detailed information from the repairing authorized dealership which was provided, Norcold then requested photos of the fridge and determined there was insufficient cooling provided to the fridge. Funny thing is the 2014 Rushmore Franklin has 2 separate fridges side by side and the other works fine, no problems. The Norcold tech somehow determined the above and indicated in the conversation with the repairing dealership it was and OEM problem and declined any warranty repair. I am now waiting for Crossroads to reply back to me on what they plan to do. Thats all the info I have at the moment.
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Old 08-13-2015, 07:54 AM   #4
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Okay ROD, I am here to help. I will be contacting your privately so we can get your fridge taken care of!
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Old 08-13-2015, 08:13 AM   #5
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Okay ROD, I am here to help. I will be contacting your privately so we can get your fridge taken care of!
Thanks Taylor, I look forward to our discussion and resolution to get the process moving along.
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Old 08-13-2015, 08:44 AM   #6
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Thanks Taylor, I look forward to our discussion and resolution to get the process moving along.

May I have your name please?
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Old 08-13-2015, 10:57 AM   #7
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Thanks Taylor for your contact and intervention. The wheels are in motion thanks to you. Information has been provided to the Crossroads warranty department and is now being reviewed to determine action to be taken.
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Old 08-13-2015, 03:12 PM   #8
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Well it appears from from calls I have had, Crossroads is not exactly going to do anything but bounce things back and forth with Norcold while I find myself in the middle towing a top of the line RV trailer back and forth to dealers so they can figure out who is going to fix or pay for this repair. I guess because they figure the unit has 2 fridges its no problem for us as it is still usable. Seems like no one really cares about the owner in the middle who has lost use of their unit for about 10 days already and now want more time back to the dealer where it will sit for more info gathering on who is at fault for the fridge not working. Seems like Crossroads has no concern about loss of use or money spent back and forth to dealers nor do they care about wear and tear on our truck or our seasonal site that gets roughed up pulling in and out of a rather awkward site. I expected a company like Crossroads to perform better than this, VERY DISAPPOINTING indeed. The SAGA continues.
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Old 08-13-2015, 06:41 PM   #9
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THE FOLLOWING IS TAKEN WORD FOR WORD FROM CROSSROADS WEBSITE LOCATED UNDER "ABOUT CROSSROADS" AT THE BOTTOM OF THAT PAGE. Now as you read what is below, especially noted under "service" and the last "two paragraphs" measure this to the experience and results so far of what we are going through and continue to do so.

THE DIFFERENCE
QUALITY, SERVICE, VALUE & COMFORT...A UNIQUE COMBINATION

Nowhere will you find such dedication to quality, value, service, and comfort. We understand your needs as a full-time or part-time RV traveler. You desire many features for frequent, comfortable travel and we specialize in providing quality recreational vehicles for the right price.

QUALITY

CrossRoads quality is unsurpassed in its class. Our all-aluminum construction is the foundation of our lighter weight half-ton towables. Fully laminated walls, seamless one-piece roof, Filon fiberglass exterior, plywood decking, and more are all construction features found typically in higher-end products. You will find many "extras" as standards throughout the CrossRoads RV lines.

VALUE

CrossRoads offers you value by offering more standards than options, and more quality for an affordable price. As you compare any of our product lines with others in their class, you will be challenged to find comparable, complete packages for the right price.

SERVICE

CrossRoads supports our superior products with exceptional service. Along with our dealer community, we are committed to your satisfaction. Together we work hard to understand your RV lifestyle needs...and together we will perform for you.

COMFORT

CrossRoads design features offer optimized utilization of space along with modern, comfortable design that is comparable to the feel of your own home.

It seems simple and expected that a company should provide all four of these elements in each transaction, doesn't it? While everyone says it, CrossRoads means it.

Together our consistency in providing quality, value, service and comfort with every product and every transaction is unmatched. Nowhere will you find such dedication to your satisfaction.
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Old 08-14-2015, 06:58 AM   #10
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ROD Camper,

I have spoken with my retail manager and he has let me know, that they have started working on your issue yesterday. Customer Service is diligently working on a game plan and we will call you today with .

Thank you.
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Old 08-14-2015, 08:13 AM   #11
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Thanks Taylor. I am also expecting a call from Mr Cripe who also responded to my email message.
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Old 08-14-2015, 09:22 AM   #12
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Larry
I certainly wish you all the best with your new camper. Plus I hope you get the problems with your fridge resolved.
What puzzles me, is why some people have to jump thru so many hops and pound on so many doors to get things taken care of. Things that are very apparent they need to be addressed immediately and in a professional manner.
Again--hope all turns out for you the way it should.
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Old 08-14-2015, 09:58 AM   #13
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Thanks Lloyd for your words of wisdom and support. We love our trailer, layout and comfort but when things aren't right it becomes stressfull and frustrating. So far it seems a stand off on who is going to pick up the tab and get things taken care of. My thoughts are to send out a new fridge, when we take the RV for the exchange to the dealer, old to new they can do all the testing they like before installing the new fridge. This way we lose minimum time, travel and cost and Crossroads/Norcold finds out who is going to pick up the tab for the new fridge, install and what I have already paid to the dealer for their previous work to find the failure cause of the fridge.
Time will tell the tale Lloyd.
thanks
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Old 08-14-2015, 11:19 AM   #14
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I have read this forum for several years, finally joined last October and now making my first post. ROD Camper I feel your frustrations. My wife and I purchased a new CF335SS Patriot in 2013, and continue to have problems even after a return trip to Topeka, for attempted repairs. I find it ridiculous Crossroads has not repaired/replaced your refrigerator. My question to Crossroads, "Why is this customer still waiting for his refrigerator to be repaired?" Step up and take care of him. This customer had plenty of choices, but chose to purchase from your company. I will be willing to guess he will not be a return customer.

We happened to be at the Shipshewana campground during the rally. We were graciously met by Rick, but I felt awkward telling him we were not there for the rally. We were there for vacation (and to tour Cedar Creek and Jayco as we try to decide what company will manufacture our next trailer). Yes, we were the odd ducks driving the white Ford F-350, with the flatbed, from Texas.

Crossroads you have lost me as a repeat customer, why risk turning away more?
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Old 08-15-2015, 11:34 AM   #15
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Thanks Thomas for your words of support, greatly appreciated. I spent most of my working career in management and firmly believed and honored these words.... The customer may be wrong, but the customer is always right.
I did receive the expected call from Crossroads. A new cooling unit is on its way directly to the dealer and should arrive early next week. I addition a check is being sent to cover what I paid to the dealer that Norcold would not cover. Now its up to the dealer to fit me in to make the repair. Hopefully this is the end of this saga.
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Old 08-17-2015, 07:16 PM   #16
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Hope everything works out for the positive. Its just crazy the hoops one has too jump through, just to get your 5th wheel in working order. We went threw the same thing with our microwave never working from the beginning. Good luck. Happy Camping down thee road.
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Old 08-17-2015, 08:21 PM   #17
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I am a bit surprised by the shipping of a cooling unit. Not so much that it may fix your issue but the labor to replace a cooling unit is much more than just replacing the whole fridge. From what I have read on the steps it takes, I would have thought the cheaper route was to replace the fridge. Good luck with the upcoming fix.
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Old 08-18-2015, 09:36 AM   #18
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I have read this forum for several years, finally joined last October and now making my first post. ROD Camper I feel your frustrations. My wife and I purchased a new CF335SS Patriot in 2013, and continue to have problems even after a return trip to Topeka, for attempted repairs. I find it ridiculous Crossroads has not repaired/replaced your refrigerator. My question to Crossroads, "Why is this customer still waiting for his refrigerator to be repaired?" Step up and take care of him. This customer had plenty of choices, but chose to purchase from your company. I will be willing to guess he will not be a return customer.

We happened to be at the Shipshewana campground during the rally. We were graciously met by Rick, but I felt awkward telling him we were not there for the rally. We were there for vacation (and to tour Cedar Creek and Jayco as we try to decide what company will manufacture our next trailer). Yes, we were the odd ducks driving the white Ford F-350, with the flatbed, from Texas.

Crossroads you have lost me as a repeat customer, why risk turning away more?
Thomas,

Though I know that nothing can replace the time, frustration and money that you have spent on your unit- Please know that CrossRoads is hearing you. And on behalf of CrossRoads, I apologize for what you experienced. Though an apology doesn't gain back your business, it is the first step in showing that we do care.
Taylor and I are part of a department newly instituted by CrossRoads to monitor the forums and social media in search of customers that we can help. You will find us on not only the CrossRoads forum, but on Facebook, twitter and all the Redwood's corresponding social media. Though we haven't perfected the process, we have heard frustrated customers like yourself, and are trying our hardest to become a better company...based off of your feedback.

Thank you, again, for posting. If there is any way I can help you, please don't hesitate to let me know!
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Old 08-18-2015, 09:37 AM   #19
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Thanks Thomas for your words of support, greatly appreciated. I spent most of my working career in management and firmly believed and honored these words.... The customer may be wrong, but the customer is always right.
I did receive the expected call from Crossroads. A new cooling unit is on its way directly to the dealer and should arrive early next week. I addition a check is being sent to cover what I paid to the dealer that Norcold would not cover. Now its up to the dealer to fit me in to make the repair. Hopefully this is the end of this saga.
Glad to hear that everything looks like it is getting settled. If you run into ANY more difficulties, please contact me directly. I'd be happy to help in any way I can!
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Old 08-26-2015, 09:20 AM   #20
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Well, heading into week two and so far no new Cooling unit or check has showed up as yet. Hopefully by weeks end or early next week. Next is to see when the dealer can take the trailer in and make the repairs. The clock is ticking away on our remaining camping season.
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