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Old 04-25-2016, 04:29 PM   #1
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Letter from New Redwood President, Ryan Juday

Redwood Owners Group,

My name is Ryan Juday and I am the new president of Redwood and CrossRoads Recreational Vehicles. I want to reach out to you today and let you know a little about myself and the plans we have here for Redwood.
While I am new to this position, I have over 17 years of industry experience including senior management experience with several luxury brands. I am passionate about our products and the future of our company. Redwood is one of the shining stars of the industry and we intend to keep it so. Redwood will remain a full-time luxury fifth wheel and we will protect and enhance its legacy established over the years.
Redwood and CrossRoads are filled with great people, many I know from my years in the industry. People who take pride in their work and want to produce absolutely the best luxury fifth wheel on the market today. One area in which we will concentrate is quality. With that goal in mind, we are reviewing and enhancing our processes and procedures to make certain that every Redwood that leaves the plant is absolutely the best it can be. Delivering a first-class customer experience is our mission.
I have enjoyed the opportunity to speak with some of you already and look forward to meeting more of you in the near future. If you have questions, concerns, or just want to talk about your Redwood, please give us a call at 260-593-3850 or email Kfuller@RedwoodRV.com

Happy Camping!

Ryan Juday
President
Crossroads RV
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Old 04-25-2016, 06:16 PM   #2
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Originally Posted by kathyrf22 View Post
Redwood Owners Group,

My name is Ryan Juday and I am the new president of Redwood and CrossRoads Recreational Vehicles. I want to reach out to you today and let you know a little about myself and the plans we have here for Redwood.
While I am new to this position, I have over 17 years of industry experience including senior management experience with several luxury brands. I am passionate about our products and the future of our company. Redwood is one of the shining stars of the industry and we intend to keep it so. Redwood will remain a full-time luxury fifth wheel and we will protect and enhance its legacy established over the years.
Redwood and CrossRoads are filled with great people, many I know from my years in the industry. People who take pride in their work and want to produce absolutely the best luxury fifth wheel on the market today. One area in which we will concentrate is quality. With that goal in mind, we are reviewing and enhancing our processes and procedures to make certain that every Redwood that leaves the plant is absolutely the best it can be. Delivering a first-class customer experience is our mission.
I have enjoyed the opportunity to speak with some of you already and look forward to meeting more of you in the near future. If you have questions, concerns, or just want to talk about your Redwood, please give us a call at 260-593-3850 or email Kfuller@RedwoodRV.com

Happy Camping!

Ryan Juday
President
Crossroads RV
I know this may be asking for a lot. It would be really great, with all the constant changes within Redwood/Crossroads, if a list could be provided showing the chain of command within the company. So many names have changed and been thrown around over the past 3 years that there is much confusion as to who to call for what. Who should we call first for what issues and if no satisfaction, the next person to call. A list with names, titles and phone numbers starting at the bottom would be great. I know several years ago, when I couldn't get issues resolved, it took nearly a month before I finally called the General Manager for results. The tech I was dealing with could not give out the name of the Customer Service Manager so I could contact him direct, even though the tech kept telling me his hands were tied and he was just relaying what his Customer Service Manager was telling him to tell me. I felt helpless for several weeks and had no choice of where to go but an attorney. Warranty issues should not get that far out of hand. Luckily, the General Manager was able to get things back on track and resolved all my issues within a short period of time. To know the correct chain would be very helpful.
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Old 04-26-2016, 03:25 AM   #3
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I know this may be asking for a lot. It would be really great, with all the constant changes within Redwood/Crossroads, if a list could be provided showing the chain of command within the company. So many names have changed and been thrown around over the past 3 years that there is much confusion as to who to call for what. Who should we call first for what issues and if no satisfaction, the next person to call. A list with names, titles and phone numbers starting at the bottom would be great. I know several years ago, when I couldn't get issues resolved, it took nearly a month before I finally called the General Manager for results. The tech I was dealing with could not give out the name of the Customer Service Manager so I could contact him direct, even though the tech kept telling me his hands were tied and he was just relaying what his Customer Service Manager was telling him to tell me. I felt helpless for several weeks and had no choice of where to go but an attorney. Warranty issues should not get that far out of hand. Luckily, the General Manager was able to get things back on track and resolved all my issues within a short period of time. To know the correct chain would be very helpful.

I wouldn't hold my breath waiting on that one. The way they change out personnel in the RV industry they're lucky to be around more then two years before somebody new takes over. Hopefully I'm wrong. Only time will tell.
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Old 04-26-2016, 12:49 PM   #4
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BUT----

RW/Croasroads is no different than any of the other RV builders when it comes to turnover/changes....

It's kind of funny when you think about it..... How many of us have a chain of command list for their auto maker? Perhaps the servicing dealer , BECAUSE they should be the main contact ... We Purchase these RV's from the DEALERS , NOT the manufacturer direct... It should be more on the DEALER to help and fix , not directly on the manufacturer... Again , , THIS IS NOIT A REDWOOD SPECIFIC ISSUE... I was looking at new cardinals , I called the local dealer and they could not get close to the deal I was getting in VA... I then said that perhaps they could do work on it , and was told NO... So I called Forest River , and all they said was dealers are NOT bound to work on non customer trailers, but should .. The DEALERS have too much say in this matter....
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Old 04-26-2016, 01:56 PM   #5
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Originally Posted by kathyrf22 View Post
Redwood Owners Group,
One area in which we will concentrate is quality. With that goal in mind, we are reviewing and enhancing our processes and procedures to make certain that every Redwood that leaves the plant is absolutely the best it can be.

Happy Camping!

Ryan Juday
President
Crossroads RV
Good morning, Ryan.

Would you care to share with the membership more details regarding exactly what processes and procedures you'll be using to accomplish this goal? Additionally, would you define, "absolutely the best it can be"? What criteria will you be using to determine quality?

Thank you in advance.

Tom Stadulis
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Old 04-26-2016, 02:06 PM   #6
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Auto dealerships seem to want/need your business. Our experience with RV dealerships is quite different. You have to meet THEIR needs...your's are secondary. Why can you locate mobile RV repair services, and not mobile auto repair services. I think there is more to it than just the size of the vehicle.

I know some people on the forum have found great dealerships...it just hasn't been our experience.

Bob
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Old 04-26-2016, 02:06 PM   #7
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Good morning, Ryan.

Would you care to share with the membership more details regarding exactly what processes and procedures you'll be using to accomplish this goal? Additionally, would you define, "absolutely the best it can be"? What criteria will you be using to determine quality?

Thank you in advance.

Tom Stadulis
Very well stated.
We don't even get the courtesy of a return PM over on the Cross Roads forum any more.
The members there certainly miss ChristianM. She was very enthusiastic and seemed to want to be of help and assist where possible.
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Old 04-26-2016, 02:33 PM   #8
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Lloyd
You are correct about our new contact. I think Christian was used to stop the mob mentality that was going on when we had bearing/plastic bushings and other items that they did not want to warranty. Now that this has calmed down their representati0n on the forums has disappeared. If you notice the new Presidents letter was sent through one of his subordinates not direct.
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Old 04-26-2016, 03:21 PM   #9
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Originally Posted by Ford truck guy View Post
BUT----

RW/Croasroads is no different than any of the other RV builders when it comes to turnover/changes....

It's kind of funny when you think about it..... How many of us have a chain of command list for their auto maker? Perhaps the servicing dealer , BECAUSE they should be the main contact ... We Purchase these RV's from the DEALERS , NOT the manufacturer direct... It should be more on the DEALER to help and fix , not directly on the manufacturer... Again , , THIS IS NOIT A REDWOOD SPECIFIC ISSUE... I was looking at new cardinals , I called the local dealer and they could not get close to the deal I was getting in VA... I then said that perhaps they could do work on it , and was told NO... So I called Forest River , and all they said was dealers are NOT bound to work on non customer trailers, but should .. The DEALERS have too much say in this matter....
Actually, if you look in the back of your auto's owners manual you will probably see the process you should go through and who to contact if an issue is not successfully resolved with the dealer concerning warranty work. If a manufacturer offers a warranty then it is their obligation to stand behind that warranty, not the dealer's. Just because a dealer refuses to work on or resolve a warranty issue, it does not mean the manufacturer can ignore their warranty. It would be in their best business interest to inform owners of what process to take for full resolution.
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Old 04-26-2016, 10:05 PM   #10
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The problem within the RV manufacturing is complex and self made. The manufactures sell the RVs to the dealers but unlike the auto industry there's doesn't seem to be requirements toward certification for workers doing the repairs. This means that anything serious has to be done at the factory service centers. On top of this the QC at the factories are from I can tell, sketchy at best depending on the day, due to all the human hands involved. If the manufactures used automated systems like the car manufactures, there would be more consistency BUT fewer jobs.
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