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Old 08-12-2015, 09:14 PM   #1
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Redwood Comunication

I'm putting this is a new thread because I think it deserves it and Andy Cripe deserves it as well.
This is an Update to my call out for Andy to contact me, HE HAS!
We had what I would say is a one hour conversation that I felt was very productive. I conveyed why I felt there was a blood thirsty mentality with the disgruntled crowd.
I was very specific with my personal experiences and I feel he was very sincere with his responses. It wasn't always what a customer wants to hear but it was, I felt honest and sincere!
He gave me his word he is looking into issues and will be contacting me again with his findings.
One thing I found very interesting (as I think he did as well after I brought it up) was they only track issues that have paid claims. Meaning if they have 100 air conditioner failures they paid to replace they see that in a report and look into why so many But ... This to me is BIG, they do not track denied claims, so if they denied claims for 100 light switches because they are a maintenance item not covered they never see it to know they have a problem. Knowing the lack of communication between the dealers and crossroads I think some issues that should be fixed in production get lost and overlooked. These guys run these companies on paper and if there is no report they don't see it ...
I threw out a few ideas as how they could communicate with Redwood owners and I believe they were well received and may make there way in one form or another into their business model.
Anyway wanted to report that I have been contacted and had a good straight up conversation with Andy. At this point there are no answers as he is investigating (as he should) but I believe I was heard and I also believe he cared what I/we said. THANK YOU ANDY CRIPE FOR REACHING OUT!
He didn't have to and is an up and up guy to do so!
Stay tuned!
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Old 08-12-2015, 09:24 PM   #2
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This is outstanding news, thank you Yale for advocating on owners behalf. You are certainly one that can give a first hand account of what it is like to be in warranty-hell and what a win/win would look like.
Certainly communication is KEY and can prevent a lot of misunderstanding and distrust. It is interesting that warranty claims that are denied are not reported! Example: If tires kept blowing for no reason, and I went to my service center, I expect my warranty claim would be denied because a tire is a "wear item", yet if it is happening on new tires for no good reason, over and over again, then there is clearly a problem.

Most of all: KUDOS TO REDWOOD for reading the forum, learning of the problem and attempting to solve it. Can't ask for more than that.
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Old 08-13-2015, 12:00 AM   #3
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That is good to hear Yale. I have had great success with redwood on the issues I have had
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Old 08-13-2015, 12:25 AM   #4
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That's great to post for prospective owners to know that they would/can have a voice on here & can cooly & calmly discuss their concerns. I hope your problems all get resolve to your satisfaction & thanks for the info.
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Old 08-13-2015, 12:36 AM   #5
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That's fanatastic Yale - I'm glad he could hear from someone that truly had issues. I was beginning to think he didn't believe anyone.

I hope this can turn into an overall better attitude from them, and they can listen to what some of the owners are experiencing.
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Old 08-13-2015, 01:03 AM   #6
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Quote:
Originally Posted by travelin' texans View Post
That's great to post for prospective owners to know that they would/can have a voice on here & can cooly & calmly discuss their concerns. I hope your problems all get resolve to your satisfaction & thanks for the info.
Quote:
Originally Posted by atom ant View Post
That's fanatastic Yale - I'm glad he could hear from someone that truly had issues. I was beginning to think he didn't believe anyone.

I hope this can turn into an overall better attitude from them, and they can listen to what some of the owners are experiencing.
I really tried to point out that I wasn't the only one with issues. I urged him to reach out to customers not dealers for feedback. I do understand that no manufacturer can make everyone happy and told him I didn't think RW owners expected everything to be perfect and always go their way. But when you get a claim denial for no explainable reason and you can't get any answers people get frustrated.
I told him that dealers need to be able to care for customers without worry on slam dunk issues but nothing seems to be slam dunk ... Several examples were used and brought to light that he is looking into. We are to talk again in a few days. This conversation wasn't just about my issues but all RW customers and how they can be better served going forward. I truly and sincerely think they are working to change things for the better going forward. You can't fix yesterday but you can be sure tomorrow is better, I think Andy wants to do that for us All.
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Old 08-13-2015, 01:15 AM   #7
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I am just so pleased that this conversation has led to a potentially brighter future for RW owners. I know I will always work to have a two-way conversation and consider all angles whenever possible. Thanks Andy and thanks Yale! And thanks Brad for your insight.
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Old 08-13-2015, 06:52 AM   #8
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Theresa, your denial couldn't have come at a better time!

I'm tired of all the stress associated with this and look forward to a week of hunting down ripe Peaches on the western slope with the Redwood starting in the morning and maybe doing some mods while we are out. I still have a compressor installed in my pin box I've never hooked up.
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Old 08-13-2015, 02:23 PM   #9
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Peaches! Fresh RIPE peaches with heavy cream and a little sugar=heaven on earth. Enjoy Brad!
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Old 08-13-2015, 03:24 PM   #10
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Quote:
Originally Posted by Blue Dogs View Post
I really tried to point out that I wasn't the only one with issues. I urged him to reach out to customers not dealers for feedback. I do understand that no manufacturer can make everyone happy and told him I didn't think RW owners expected everything to be perfect and always go their way. But when you get a claim denial for no explainable reason and you can't get any answers people get frustrated.
I told him that dealers need to be able to care for customers without worry on slam dunk issues but nothing seems to be slam dunk ... Several examples were used and brought to light that he is looking into. We are to talk again in a few days. This conversation wasn't just about my issues but all RW customers and how they can be better served going forward. I truly and sincerely think they are working to change things for the better going forward. You can't fix yesterday but you can be sure tomorrow is better, I think Andy wants to do that for us All.
Yale, thank you!

It sounds like you had a great conversation and I thank you for doing your part representing your fellow RV owners. I think it's wonderful that Andy cared enough to call you, which speaks highly of him. I hope this is a sign that the future will include reasonable responses to warranty and service issues.
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