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Old 09-14-2014, 09:46 PM   #1
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Crossroads Customer Service Tech Support/Poor

What happen to the tech support we use to get? Called last week concerning antifreeze leaking into hot water tank when winterizing. Was told didn't know anything about it. When I ask if there was someone else who I might talk to I was told no. Then he proceeded to tell me they no longer provide tech support. Told me to take it to dealer. Since my unit is out of warranty I do my own repairs. Also, dealer is 3 hours away. Twice when talking to customer service I had to ask if he was still on the line as he wouldn't say anything. Oh well, have been discussing with DW about trading for a new one. Now are considering different manufacture if this is how going to be treated. Hopefully this will get to someone and they can make some changes with tech support.
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Old 09-15-2014, 12:31 AM   #2
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That is really strange. What is customer service there for if not to provide customers service? I am going to ping Jim L. about this and see what he says.......
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Old 09-15-2014, 01:42 AM   #3
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Thanks, have always gotten support until now. Service rep told me he didn't know much about plumbing and when I ask if I could speak to someone who does, the answer was no we don't give tech support anymore.
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Old 09-15-2014, 03:43 AM   #4
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I got a quick reply from Jim the Redwood product manager at Crossroads.

Quote:
Wow that is news to me I will look into it. Thanks for the heads up.
Jim

Sent from my iPhone
I will let you know if I hear anymore.
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Old 09-22-2014, 01:22 PM   #5
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Tech Support

Hello All,

I wanted to let you know officially what changes are being made. Crossroads customer service is at this time giving limited over-the-phone tech support. However for Redwood customers, Terry Cooper will be helping with technical questions. Terry is a Redwood owner himself, and is a RVIA Master Certified Technician. For technical questions, please email him at texasrvprofessor@yahoo.com.

Thank you,

Jeff
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Old 09-22-2014, 02:17 PM   #6
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You have got to be kidding!
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Old 09-22-2014, 02:23 PM   #7
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This is a shame. Customer service has been great up until the change and now Crossroads makes changes that hurts the buyers. Go figure.
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Old 09-22-2014, 02:34 PM   #8
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Will Terry be doing warranty repair work too ?
Maybe I can get him to come back to Texas to fix my many issues
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Old 09-22-2014, 02:36 PM   #9
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Quote:
Originally Posted by JeffM View Post
Hello All,

I wanted to let you know officially what changes are being made. Crossroads customer service is at this time giving limited over-the-phone tech support. However for Redwood customers, Terry Cooper will be helping with technical questions. Terry is a Redwood owner himself, and is a RVIA Master Certified Technician. For technical questions, please email him at texasrvprofessor@yahoo.com.

Thank you,

Jeff
I certainly hope this is a temporary situation. Redwood's tech support has been a plus and discontinuing this will result in a loss in sales for Redwood!!
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Old 09-22-2014, 02:40 PM   #10
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Quote:
Originally Posted by JeffM View Post
Hello All,

I wanted to let you know officially what changes are being made. Crossroads customer service is at this time giving limited over-the-phone tech support. However for Redwood customers, Terry Cooper will be helping with technical questions. Terry is a Redwood owner himself, and is a RVIA Master Certified Technician. For technical questions, please email him at texasrvprofessor@yahoo.com.

Thank you,

Jeff
So Jeff,

I'm curious, what service will "Redwood/Crossroads Customer Service" be providing Redwood customers?

Ken
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