Anybody been to the service center in Topeka IN lately, any updates on what is going on up there.
I am scheduled to drop my Redwood off on July 3rd for the two weeks prior to the Redwood Rally but the Service Email Address on the Redwood Website does not work anymore and having a hard time getting someone to answer the phone at Redwood
I just saw this posted on the other site by another RW owner.
I called Redwood this morning. The person who answered identified herself as Crossroads but then told me I was speaking with Keystone. When I asked about making an appointment with the service center, I was told that was no longer possible. She said any appointment to bring our RW to the service center (which now would be Keystone) would have to be made through our dealer. Then she said Keystone would pick it up and bring it to the service center. Which in our case, being on the west coast, it would go to the Oregon service center
Redwood...Another dying breed bought up to prevent legal issues from catching up with them from poor craftsmanship. It's just a good thing we can all support each other. I'm all for going ahead and looking for alternate service locations. But, like other "orphan" rigs, we'll soon have difficulty finding Redwood specific parts and resale values will plummet. Oh, and insurance rates will rise since they won't be able to get new parts.Hate to be the bearer of bad news, but we have to face the facts. The evidence is right there before us. Just my two cents worth.
Your opinions?
I got a email reply from
Holly McBride
Retail Coordinator
Keystone/Dutchmen & Crossroads Manufacturing
asking for VIN number and more information.
Guess I will see if I get a response tomorrow before I make judgment or comment
Sure hope they have good news when they respond and are going to do what they have already committed to 🙂
Has anyone on the ROG BOARD looked into this? Andy, any words of wisdom? 🙂
We had our 36FL at the Service Center for structural repair at the beginning of April. The same Topeka crew was there (Service Mgr Randy, along with Tech's Troy and Nick). They are the same folks that have been at the RW Rallies for the last two years. They did an awesome job on our repair!
Bob
I noticed the RW site still has a banner advertising the ROG and the Rally. This is great!!! I understand that many posts on any forums are not of any interest to them and fully understand not getting any feedback from them but when it comes to customer service or repair questions wouldn't you think someone from RW could give us the tiniest of updates and info??? Or maybe no one is authorized to do and won't step up. There was some good talk at the Rally last year about monitoring the site but I can only remember not even a handful of posts by RW over the past year. We had very good communication the year before until the change.
After all we are some of the owners who would like to recommend to our friends that RW would be the right rig for them since it was for us at the time BUT it seems to be getting harder and harder for me to tell someone to purchase an RW and I hope that can change soon.
Steve
I wish I were going to the rally... not only to see all of you, but to get the full scoop on what the heck is going on over there ??? Inquiring minds want to know !!
Has anyone on the ROG BOARD looked into this? Andy, any words of wisdom? 🙂
Jay - apologies for the delayed response, as we are currently in UK playing tourist and I only check the site about once per day.
Reading GipC's post I was rather surprised to read about the alleged impending demise of Redwood, as it is diametrically opposed to the information I am provided first hand from the Redwood Executive. GipC, if you can advise regarding your source, I will certainly be interested in following up.
Based on the information I have from the Redwood Executive Team, the impending demise of the Redwood brand, couldn't be further from the truth. Yes, it was confirmed last year, that Redwood, along with most other high end brand sales were tanking, in favour of the low end of the market. However, the latest report I received is that with the recent changes, Redwood sales have rebounded nicely. At last year's Rally, Ryan Juday (President) advised his intent to maintain the Redwood brand, as the luxury brand that it was from inception, and no changes have been implement or are currently planned to amend that statement.
Further to some of the customer service issues recently raised and the Redwood/Crossroads/Keystone relationship. Yesterday I asked a number of questions to try to clarify any changes to customer service, access to the service centre, availability of service centres, etc that may impact us, as Redwood Owners. I have received a reply that my questions and comments are being taken directly to Ryan Juday for a response and any action to resolve.
Having direct contact with the company is certainly a huge benefit and once I receive a reply, it will be shared with all members.
Speculation and rumours are counter productive, if you are having issues and cannot resolve them, or have heard rumours of changes, please advise and I will contact Redwood directly to clarify. While I deal with most issues by email, I can also phone any of the top 3 members of the Executive Team.
Unfortunately, I cannot attend the Rally, as we are in UK until end September, but I am certain that the Executive Team will be well represented again this year and attendees will receive an update and have an opportunity to ask questions. A few spots still remain, so if you want to hear the latest from Redwood, sign up today to attend the Rally.
Update,
Took a couple of emails back and forth with the "Retail Advisor @ Keystone, Dutchmen and Crossroads RV" but all is confirmed for dropping off my Redwood at the Topeka IN service center on Monday July3rd to get the repairs done.
After dropping off my Redwood, I will drive up to Chicago, and fly out to Alaska for two weeks 🙂
Andy,
Yesterday I called the service phone number and this time I actually got music instead of just a dead line. After about 10 minutes a very nice gal answered the phone. Now it was my understanding that there are many more locations that we can have service work done at. So in asking she started giving me all sorts of locations and none of them had anything to do with a Crossroads product. So I Asked her another question when she told me that she was referring me to places to have my Keystone product worked on. Needless to say the conversation turned into total confusion and after a couple of more minutes just gave up. As a result of this confusion and the assumption of what product the customer service thought I had she could not give me any information for my question. Now I understand that all this stuff is being merged together but one would think that Redwood and Crossroads would have been more considerate of the customer and customer service to put together training program or protocol for all of us non Keystone customers. This is something that maybe you could make contact with your people about. My problem is the dealer closest to me is always to busy to get one in, in a timely manor. I was hoping to find out other options to get factory service without driving 100 plus miles. Considering all the RV dealerships in a 25 mile radius I have to choose from I thought I might have some other options. Most of the problems I have I can handle myself but when the day comes that I really need factory help then I would like to know all my options. Look forward to hearing what you find out.
Tom
I surely appears the turn over rate in the Customer Service Group is pretty high as you seldom talk to the same person twice.
With the high turnover rate, training is at a minimum (answer the phone and here is the scripted message, ask anything that is not on the script and you are out of luck) and of course just like the dealers salespeople and service people they are not RVers so they know nothing about the product or what you are talking about.
Took me a few days and several emails to get my service appointment in Topeka updated and confirmed.
Robert
Andy,
Yesterday I called the service phone number and this time I actually got music instead of just a dead line. After about 10 minutes a very nice gal answered the phone. Now it was my understanding that there are many more locations that we can have service work done at. So in asking she started giving me all sorts of locations and none of them had anything to do with a Crossroads product. So I Asked her another question when she told me that she was referring me to places to have my Keystone product worked on. Needless to say the conversation turned into total confusion and after a couple of more minutes just gave up. As a result of this confusion and the assumption of what product the customer service thought I had she could not give me any information for my question. Now I understand that all this stuff is being merged together but one would think that Redwood and Crossroads would have been more considerate of the customer and customer service to put together training program or protocol for all of us non Keystone customers. This is something that maybe you could make contact with your people about. My problem is the dealer closest to me is always to busy to get one in, in a timely manor. I was hoping to find out other options to get factory service without driving 100 plus miles. Considering all the RV dealerships in a 25 mile radius I have to choose from I thought I might have some other options. Most of the problems I have I can handle myself but when the day comes that I really need factory help then I would like to know all my options. Look forward to hearing what you find out.
Tom
Tom,
Thanks for the post, I have sent your comments to my contact at Redwood.
Andy,
Yesterday I called the service phone number and this time I actually got music instead of just a dead line. After about 10 minutes a very nice gal answered the phone. Now it was my understanding that there are many more locations that we can have service work done at. So in asking she started giving me all sorts of locations and none of them had anything to do with a Crossroads product. So I Asked her another question when she told me that she was referring me to places to have my Keystone product worked on. Needless to say the conversation turned into total confusion and after a couple of more minutes just gave up. As a result of this confusion and the assumption of what product the customer service thought I had she could not give me any information for my question. Now I understand that all this stuff is being merged together but one would think that Redwood and Crossroads would have been more considerate of the customer and customer service to put together training program or protocol for all of us non Keystone customers. This is something that maybe you could make contact with your people about. My problem is the dealer closest to me is always to busy to get one in, in a timely manor. I was hoping to find out other options to get factory service without driving 100 plus miles. Considering all the RV dealerships in a 25 mile radius I have to choose from I thought I might have some other options. Most of the problems I have I can handle myself but when the day comes that I really need factory help then I would like to know all my options. Look forward to hearing what you find out.
Tom
My assumption is that we are all now Keystone customers, and can take our Redwoods to any Keystone authorized dealer for service. I would remind the dealer of that fact if they think that they don't now work on Redwoods.
My assumption is that we are all now Keystone customers, and can take our Redwoods to any Keystone authorized dealer for service. I would remind the dealer of that fact if they think that they don't now work on Redwoods.
Maybe that is the case if it is it will open many new doors for us to get service. Learning curves are always hard to digest when you are the one having to deal with it. Time will tell and looking forward to see what Andy finds out.
