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Old 04-22-2015, 04:34 PM   #1
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Redwood Customer Service Absent?

Well here I am 1 year latter. Our trailer has ben at the dealer for repairs since last September. All things fixed except one that is not a major structural or anything but it is something that was found on pre deliver inspection and promised to be fixed. the dealer has exhausted their ability to fix the issue and suggested I contact Redwood Customer Service. The issue is the fisher Paykal Dishwasher will not run on the Gen set.
After the fisher Paykal service center working on it at least twice and the Gen set being tested twice by onan Redwood now says they (the dishwasher) are not meant to be ran off of a gen set. No one told us this(we dry camp way more that park camp) until now. So after 1 year of attempting to fix it, Redwood says oh sorry.
So contacting Redwood Customer Service I chat with a nice fellow named Jessie Sidlow, he says he will talk to engineering and see what can be done only to contact me a week later saying engineering found in a wiring diagram from FP that the DW is only meant to run off of Grid Current. (this info was not with the trailer & brought up at any point during the year the dealer was trying to fix) He says sorry nothing they can do. I ask to speak to his supervisor Mike Antal the "Retail Customer Service Manager". Jessie tells me he will "give him the message and my number", so I wait ................ nothing after 3 days so I call back to be told "I never said he would call you I only said I would give him your issue and your number". So I ask for his boss only to be connected with Mike .... who says this is not a warranty problem because the FK DW is not meant to be used on a gen set .... I said I was not told ... he says it was your salesman's job to inform you, I ask how was he to know when Redwood didn't know for a Year, the FP Service center didn't know because they tried to make it work and Customer service didn't know ... I ask when Redwood sold the Trailer to the dealer did their sales staff inform the dealers sales staff of this ... he said he didn't know that's not his department .... proceeded to tell me he will look into a solution and get back to me ... I wait ... 2 days later I get a call from Jessie that he wants to send me an informative e-mail .. OK ... I get it, its the document form FP stating the dishwasher is only meant for Grid power. A weekend and two more days go by and I get a call from Jessie "calling on Mikes behalf" say sorry there is nothing they can do. I ask how they can install an appliance in a Generated powered RV that isn't approved for use on a generator ... he has no reply, I ask Why Mike did not return my call he said he was busy, I ask if any other appliances in my coach were not approved to run on a generator he said he has no idea. And that's where I am.
Sorry for the super long post but I really think that a "customer service manager" in charge of "Customer Service" who doesn't have time for a customer with a un resolved problem for over a year isn't much a a customer Service manager and very well could be the reason so many customer complaints are not getting the attention of the upper management.
I to date have still not received a copy of the Redwood Warranty after multiple requests. My trailer is over 100 miles away at the dealer waiting on a fix Redwood says isn't coming after 1 year of trying to fix it and I still have no clue how many other appliances are not meant to be ran on Generator power that are installed in a RV with a generator to power them.
I am now attempting to contact Jim Isbicki who is Mike Antal's supervisor to see what Redwood plans to do to make sure consumers are properly informed of this issue before purchase. Also To ask what is the Job of the "Retail Customer Service Manager".

Having this DW is one of the big reasons my wife chose this RW over other brands. If I would have know of this issue I would never have taken delivery. I don't believe Redwood knew for over a year until now, and now refuse to take responsibility for their manufacturing mistake


Wish me luck!
Vent over!
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Old 04-22-2015, 05:33 PM   #2
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Wow! Two things:

1. Don't want to sound like sour grapes, but what do you want them to do? Take back your Redwood? I don't think you are giving them a hoop to jump through, so they probably don't know what to do with it. From their perspective, they answered your technical concern and probably figure its unrealistic to expect to run a dishwasher dry camping.

2. Something is wrong still - and between redwood and the Dealer and Onan, they are surrendering. My dishwasher runs on my Onan 5500. I have an older Onan (2003) and maybe that is why, I don't know. But I would start asking Onan what you should expect and then start following the phasing and polarity of how they ran that generator cabling including the transfer switch. Don't rely on the Dealer, as they are not universally good at what they do. If polarity is reversed, you may not notice with 99% of the equipment, but the Dishwasher may be sensitive to it.

Don't let a dishwasher ruin a good thing - They've only been around for a year or two in RVs
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Old 04-22-2015, 06:31 PM   #3
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Not sour grapes at all,
I have given them a hoop, the dealer gave them a hoop they refuse to do it. This trailer has been taken to Cummins Northwest the Onan service center (it's a new 5500 LP) and all voltage has been checked clear through to the dishwasher and all is good and within spec.
Our dealer suggested that the dishwasher be ran through an inverter to give it a constant voltage (this is the design Tiffin Motor homes uses) and redwood says it would void the DW warranty .... Well as soon as I started my gen and didn't turn off the DW at the breaker the warranty was voided for being ran on a current other than grid power. So this was done at pre delivery so in essence the DW warranty was void before I took delivery. There is nothing put out by redwood saying not to operate on gen but they hide behind fine print so as not to have to make it right.
No I don't want them to buy back my trailer I just want the appliances They installed to work in the application for which they installed them.
Redwood originally told the dealer they would size and engineer a setup for the inverter ... Great ... Two weeks later when the dealer pressed where was it they send the fine print doc and say sorry.
Just make it work in the application they installed it that's all I want!
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Old 04-22-2015, 07:28 PM   #4
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Since the DW was installed by Redwood it should be covered under their warranty period even if it voids the manufactures warranty. I would require Redwood to provide some sort of inverter that would power the dishwasher. You won't be the only person with this problem because one of the features of the dishwashers is that it uses less water. This feature will be very important to other dry campers.

I would point out that this isn't going to be an isolated issue and lucky for them you're their genii pig. If everyone keeps their cool, this should able to be worked out.

Good luck
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Old 04-22-2015, 08:27 PM   #5
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Hi Yale,

Please know that I have been in contact with Kevin at your dealership and am working on resolving your concerns.

Also, please private message me your email address and I will provide a copy of your Redwood manual/warranty.

Thank you,

Jeff
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Old 04-22-2015, 08:32 PM   #6
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Quote:
Originally Posted by Dave&Ginny View Post
Since the DW was installed by Redwood it should be covered under their warranty period even if it voids the manufactures warranty. I would require Redwood to provide some sort of inverter that would power the dishwasher. You won't be the only person with this problem because one of the features of the dishwashers is that it uses less water. This feature will be very important to other dry campers.

I would point out that this isn't going to be an isolated issue and lusky for them you're their genii pig. If everyone keeps their cool, this should able to be worked out.

Good luck
I Agree Dave,
I have been waiting for a year and really thought we had a fix all lined up. Then they find the grid power only statement and now say the warranty is void on the DW because we have attempted to run it on the gen set. It was ran on the gen set at pre delivery, just got off the phone with the sales manager at the dealership and he is contacting his sales rep and going at it that way rather than through service.
I really feel that this Retail service manager is a weak link in why customers aren't being heard as well as they should, he is totally disconnected from the customer ... too bad!
Still trying to work through this in a civil way and hope someone at Redwood will simply take care of this issue and all the other customers that may have the same problem. It needs be addressed going forward in production as Dave stated rather than just swept under the rug.
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Old 04-22-2015, 08:44 PM   #7
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Quote:
Originally Posted by JeffM View Post
Hi Yale,

Please know that I have been in contact with Kevin at your dealership and am working on resolving your concerns.

Also, please private message me your email address and I will provide a copy of your Redwood manual/warranty.

Thank you,

Jeff
Done and Thank You Jeff!
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Old 04-22-2015, 08:46 PM   #8
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Over the past couple of years helping people resolve issues I have found that the dealerships were usually the problem. Redwood has on the most part stood up and took the heat when it was their turn. However the dealerships were usually blaming Redwood for issues that should have been pointed back to them. For example, we had someone a couple of years ago stating that the dealership was blaming Redwood for not shipping parts. After talking with some of my sources, it was discovered that the dealership had just sent in the order that day (a few months late). So it wasn't Redwood's fault at all.

Yale, this sounds like something that should be able to be resolved. Now that Jeff is getting involved I'm sure it will be worked out.

Good luck
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Old 04-22-2015, 08:58 PM   #9
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? Did the dishwasher break because you ran it on generator and they are not warrantying it, or does it just not work on generator?
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Old 04-22-2015, 10:01 PM   #10
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? Did the dishwasher break because you ran it on generator and they are not warrantying it, or does it just not work on generator?
It has never worked on the gen set and throws a code immediately. It did this on pre delivery check at the dealer and continues to this day.
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