RW Customer Service - Page 2

Rick and Mindy · 07-09-2015, 01:11 PM

Quote:

Originally Posted by rob_fla

So I guess the rest of us that have a poor dealer that does not know the meaning of "Service after the Sale" and bought our Redwood to fulltime in and travel the USA are just out of luck

Having a list of dealers like Tiara RV (with contact info) that will actually help Redwood owners would be a real plus.

I agree, every Redwood should come with a current list of dealers and contact info for all dealers (Crossroads or Redwood) that are authorized to do warranty work. It could be as simple as providing a list on their website(Redwoods/Crossroads). Listed by state would be great. Then each owner could make written comments next to each dealer concerning their quality of work as told by forum members.

RWJSIM2003 · 07-09-2015, 10:53 PM

Funny how experiences differ I also bought from B Young RV and I am not impressed at all. The buying experience was great and felt I was treated great but so far getting any parts has been a nightmare. I am 60 miles away and don't want to haul the trailer up to Portland for something simple as replacing a blind that was to short on a window from day one. But they always want us to bring it in for the repair or they hold the parts for ever and I have to argue to get them sent out or even ordered. Most minor issues I can fix myself. I have fix many minor issues and just bought the parts and did it with out the warranty cheaper than hauling the trailer back to dealer every time.

**Blenhardt** · 07-10-2015, 02:17 AM

Quote:

Originally Posted by RWJSIM2003

Most minor issues I can fix myself. I have fix many minor issues and just bought the parts and did it with out the warranty cheaper than hauling the trailer back to dealer every time.

That is a point that Redwood needs to pick up on. Waiting several weeks for an appointment and hauling a coach to the dealer for a minor repairs needs to be eliminated. Many times it will cost less to buy minor parts, even if still under warranty, if they can be shipped to the owner. I know, the dealers want a piece of the pie, but waiting weeks for an appointment is not good.

Blue Dogs · 07-10-2015, 02:58 AM

Quote:

Originally Posted by Blenhardt

That is a point that Redwood needs to pick up on. Waiting several weeks for an appointment and hauling a coach to the dealer for a minor repairs needs to eliminated. Many times it will cost less to buy minor parts, even if still under warranty, if they can be shipped to the owner. I know, the dealers want a piece of the pie, but waiting weeks for an appointment is not good.

Could not agree more. The problem with this from Redwoods point I'm sure is how do they know the part was defective or damaged by the user? Without a dealer inspecting it they have no way to know.

ttroup · 07-10-2015, 03:24 PM

Quote:

Originally Posted by Piper Guy's Gal

Shane, Shane, Shane. When I hear the phrase "little girl," I can't help but think of my 3 year old granddaughter. I don't know Taylor, but I suspect she's all grown up.

Haha thank you Piper Guy's Gal. I am infact all grown up and an adult

But I also understand that Shane didn't know that. All is forgiven

Shane Wood · 07-10-2015, 03:31 PM

Quote:

Originally Posted by ttroup

Haha thank you Piper Guy's Gal. I am infact all grown up and an adult

But I also understand that Shane didn't know that. All is forgiven

Ladies
Little girl young lady are all the same to me

atom ant · 07-10-2015, 04:00 PM

Quote:

Originally Posted by ttroup

Haha thank you Piper Guy's Gal. I am infact all grown up and an adult

But I also understand that Shane didn't know that. All is forgiven

Love your new signature!! I think that will help a lot of new folks understand some of the conversations.

Elliott & Vicky · 07-11-2015, 03:50 PM

During my travels, I am finding myself paying for parts and service that should be covered under warranty because it's easier than driving 200 miles to a dealership and waiting for Redwood so send them parts so repairs can be made. It is really irritating that Redwood only approves warranty work for the dealer that requests it, and the parts need to be sent to them. If you could have the parts sent to another dealer along your route, it would be far easier for the owner than having to wait for who knows how long. I had one dealer tell me that if I didn't leave my unit at the dealership, I would have to pay for the parts and be reimbursed when they were installed. He then told me that he couldn't tell me how long it would take to get the parts in. Frustrating when you are 1700 miles from home and traveling, not sitting in one place.

rob_fla · 07-11-2015, 04:09 PM

I realize Redwood is all about saving warranty costs and keeping the dealer involved but when the dealer fixed our A/C leak due to a wire under the gasket at assembly, they got it corrected in about 1/2 day.
Then I had to return because they miss-wired the heat pump when removing and replacing the A/C unit to correct the water leak. It took the dealer two days and the replacement of several parts to find their wiring mistake.
Now my question, who paid for all the extra labor and for the new Thermostat and new A/C Control Board they replaced? Bet the dealer did not !!!!
Is Redwood really saving money ???? Sure seems like most of the minor repairs the owner is making saves Redwood quite a bit of warranty costs.
I know I have done at least a dozen repairs that should have been warranty and would have cost Redwood many dealer labor hours to correct.
I just repaired another water leak last week, 120 volt outside outlet by the door was leaking due to plastic water proof cover not sealing to the side of the coach and letting water get inside. Should I have driven 200 miles to the dealer to correct this?

travelin' texans · 07-11-2015, 05:10 PM

R9b, yea you should've taken it to a dealer, but as you've experienced if you want it fixed right the 1st time it's much easier to do it yourself. As I said RW has been very good to me providing parts or reimbursement, don't know why they've changed.

Titan Guy · 07-11-2015, 05:14 PM

I have had several RW dealers that will order and drop ship parts to me. Southwest Coaches in Indio, Ca. and Dean's RV in Tulsa. None of these were warranty issues.

Elliott & Vicky · 07-11-2015, 05:45 PM

The dealer I purchased my Redwood from has done this for me as well. I've had QC issues from the beginning, and he'd be constantly shipping me parts. If it were a vehicle rather than a camping trailer, the Maine Lemon Law would probably apply.

Shane Wood · 07-12-2015, 11:00 PM

Maybe we are the dummies. I know it is very inconvenient and costly to take these things in for warrenty repairs. Maybe if we all did for every stupid little item that breaks etc the cost to them to have the dealers repair may have a hand in improving quality control from the factory when they are built

Dro67 · 07-12-2015, 11:37 PM

Quote:

Originally Posted by Rick and Mindy

I agree, every Redwood should come with a current list of dealers and contact info for all dealers (Crossroads or Redwood) that are authorized to do warranty work. It could be as simple as providing a list on their website(Redwoods/Crossroads). Listed by state would be great. Then each owner could make written comments next to each dealer concerning their quality of work as told by forum members.

That would be great!!! We tried two dealers on our last trip but they were too busy to help us! Finally found a mobile repair guy !

Shane Wood · 07-13-2015, 12:31 AM

Quote:

Originally Posted by Dro67

That would be great!!! We tried two dealers on our last trip but they were too busy to help us! Finally found a mobile repair guy !

over the years I have found that most of the mobile guys are way better at repairs than the dealerships. Most are owner operators that have experience and the knowledge to fix things properly. All rvs are basically the same, same parts etc. The dealerships hire some minimum wage kid off the street and give them a limited crash course in rv repair

rob_fla · 07-13-2015, 02:44 AM

Quote:

Originally Posted by Shane Wood

The dealerships hire some minimum wage kid off the street and give them a limited crash course in rv repair

You got that right !!!

Beechguyjim · 07-13-2015, 04:10 AM

Just think about it �� if the people that get hired by RV dealers where smart enough they would be working at a car dealer getting paid three times what they make. Don't get me wrong I've meet very nice ones but not the sharp knife in the drawer.
I've had people come up to me in a parking lot looking at my Redwood and say there thinking about getting one I tell them if you can't use a screw driver or pliers don't even thick about getting one

RWJSIM2003 · 07-13-2015, 06:03 AM

My wife laughs because every time we move the RW I get screw driver out and make the rounds checking to see what has come loose

atom ant · 07-13-2015, 05:06 PM

The problem with the Mobile guys is they have to learn every brand. I had a mobile tech install A&E window awnings on my last rig, and he installed them just like the Carefree he was used to - ended up with 11 wrong holes showing in my gelcoat and a $1,300 shop bill he had to cover to repair it. I felt bad for him.

As an authorized Dealer, what a perfect opportunity to learn your brand and offer pristine and competent service. As it turns out, most of the work done at the Dealer is a waste of time as it has to be done over.

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