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TOPIC: Whats going on with redwood and Keystone

Whats going on with redwood and Keystone 1 year 8 months ago #1

  • ET156
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I have been working with Mark Barker at redwood warranty for the past year for my repairs. Normally I can call directly to his dept. Now when I call RW in Indiana my phone call is received at the Keystone factory in Pendleton Oregon witch is now a Crossroad factory. I was calling to get an update on my RW repairs and the lady told me my RW is now a Keystone have not yet to understand what she meant by that. I was told I would get a weekly update on repair when it went in the factory but have yet received any updates. I wonder if something fishy is going on at RW. anyone have any feed back?

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Last Edit: by ET156. Reason: miss spelt words

Whats going on with redwood and Keystone 1 year 8 months ago #2

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I'm sure they probably can't comment about this if something is changing and I fully understand but this is another very good time to hear a few words from Redwood on what we can expect in the future. We all love our Redwoods but not sure if I want to call it a Keystone.



Steve

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Whats going on with redwood and Keystone 1 year 8 months ago #3

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Andy, this is an interesting comment about Redwood. Could you as President of the ROG provide any updates? Thanks.

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Whats going on with redwood and Keystone 1 year 8 months ago #4

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I have a appointment at the Service Center in Topeka IN scheduled for the 2 weeks prior to the Rally to get some structural repairs done, I wonder if this change will affect my scheduled repair as I will be leaving for Alaska for the two weeks prior to the Rally that Redwood has my coach for the repairs.

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Robert, Sheryl & Bale (The Wonder Dog)
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Whats going on with redwood and Keystone 1 year 8 months ago #5

And so it appears that the Buy-Out frenzy continues?

If accurate, this Redwood line would add to their "luxury" line and price point of RV's.

For those that are not aware, Keystone has in their "luxury" lineup the Alpine and Montana brands.

www.keystonerv.com/#

Step-by-step, there will be 1 RV company in the end.

Where is the SEC in all of this?

Can you eventually spell M O N O P O L Y?

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Whats going on with redwood and Keystone 1 year 8 months ago #6

Let's not jump the gun here.

I believe that RW was going to pool resources with Keystone and also expand the number of places (1200 service centers nationwide) where our units could be serviced.

Additionally, in 2017 their goal was to improve owner relations, and that involved having someone answering calls right away and not talking to a automated system. Your call most likely went into a network of people who had a free line, and yours happened to be a person in OR.

Andy, is that correct?

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Whats going on with redwood and Keystone 1 year 8 months ago #7

SandK wrote: Let's not jump the gun here.

I believe that RW was going to pool resources with Keystone and also expand the number of places (1200 service centers nationwide) where our units could be serviced.

Additionally, in 2017 their goal was to improve owner relations, and that involved having someone answering calls right away and not talking to a automated system. Your call most likely went into a network of people who had a free line, and yours happened to be a person in OR.

Andy, is that correct?


I hear and respect your point. It's just been going on for so long that this would not surprise me. And if true, there will certainly be all kinds of challenges for several years. Each time, there is mass confusion until the layoffs and conglomerations are complete.

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Whats going on with redwood and Keystone 1 year 8 months ago #8

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SandK wrote: Let's not jump the gun here.

I believe that RW was going to pool resources with Keystone and also expand the number of places (1200 service centers nationwide) where our units could be serviced.

Additionally, in 2017 their goal was to improve owner relations, and that involved having someone answering calls right away and not talking to a automated system. Your call most likely went into a network of people who had a free line, and yours happened to be a person in OR.

Andy, is that correct?


Shelley/Jay,

Apologies for delayed response, as we flew out to Ontario for the weekend and are attending a wedding, so my availability will be less frequent until we return home late Monday.

Shelley is correct and this is not similar to the recent Thor purchase of Jayco. Redwood started as a Thor brand has has remained a Thor brand through the entire evolution.

When Redwood started, they were a stand alone brand, and I believe the 1st GM reported directly to the Thor Board. This did have some downside, specifically the lack of available approved service opportunities.

The Thor re-org in 2014 introduced Redwood to the Crossroads reporting structure, with the Redwood GM reporting to the Crossroads President. This provided access to additional service stations.

The Thor re-org of early 2016 consolidated a number of brands to increase purchasing power and increase service station availability across many brands. They created the Keystone Group, which comprises Keystone RV, Dutchman RV & Crossroads RV (Redwood). The new RW/CR President therefore reports to the CEO of Keystone Group, not Keystone RV.

At the 2016 rally, when we met with the new President (Ryan Juday) he indicated that improving customer service and service station availability options were 2 of his primary objectives. The change in reporting structure to the Keystone Group, significantly increased service options for all Redwood owners. First we started with only Redwood approved service stations, then in 2014 we got access to Crossroads and now Keystone. From memory, I recall that we may now have access to >1200 approved service providers.

Ryan also advised he was installing a new automated phone system with a portal dedicated to customers. Their objective is to have > 90% of calls answered by a real person, with the automated system directing incoming calls to an available line. I can only believe that the customer service agents for the Keystone group are now integrated.

However, I will contact Tim to clarify.

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Whats going on with redwood and Keystone 1 year 8 months ago #9

GipCTravelers wrote: And so it appears that the Buy-Out frenzy continues?

If accurate, this Redwood line would add to their "luxury" line and price point of RV's.

For those that are not aware, Keystone has in their "luxury" lineup the Alpine and Montana brands.

www.keystonerv.com/#

Step-by-step, there will be 1 RV company in the end.

Where is the SEC in all of this?

Can you eventually spell M O N O P O L Y?

Thor already owned both of those along with just about every other brand (Jayco, Heartland, Airstream, KZ, Keystone, Crossroads, DRV, Carriage now gone again) so I doubt there was any kind of buy out involved. Thor & Forest River own 90%+/- of the rv industry so if you worried about a monopoly, worry no more.
The RW logo on mine says "REDWOOD by Thor" so I'm guessing the powers that be can drop us off in whichever of their stables they would like, I don't have a problem with that as long as they continue listening to the consumers & offering a semi quality rv at a reasonable price.
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Whats going on with redwood and Keystone 1 year 8 months ago #10

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I was surprised today with a return call from the Keystone call center. I had called Friday to talk with Mark at the RW factory but my call went through the Keystone call center. I did not get through to Mark so I hung up. What surprised me was the young lady from the call center called me back today for a follow up on the call that I had made Friday and was very helpful. She told me that Keystone has taken over RW but the RW line is still built in Indiana. She also said the only way to get through to the people that worked at the warranty dept. in Indiana is through the Keystone call center. It sounds like there has been a big change with redwood again. I was told a few weeks ago that my RW was going to be fixed the Keystone way and now I think I understand what she was saying. I have never looked at the keystone line so not sure what the QT of the build is . I hope it all works out for the good of the line.

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Last Edit: by ET156. Reason: miss spelt words

Whats going on with redwood and Keystone 1 year 8 months ago #11

I met a RW owner here today in Indio, CA who has an issue with a crack in one of his front slides. He has been working with a Customer Service person in Indiana and is indirectly in route to the service center in Shipshiwana.

He also reported calling in today and getting routed to the Keystone call center. He did get back to his CS rep in Indiana but has yet to get a call back from his voice mail message. I wonder what the status of the customer service center is in Indiana and if perhaps any inflight service center issues will be transitioned.

I'd be all over them, daily, for updates if I had a pending appointment at the service center to make sure it's on track and won't fall between the cracks.

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Whats going on with redwood and Keystone 1 year 8 months ago #12

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Yep, guess I need to call as I have a pending appointment at the service center in Topeka just prior to the Rally, sounds like some things may have changed.

Just reply emailed my last customer service contact that scheduled my appointment with my appointment number email to get an update on my appointment status with the Service Center now that we are about 90 days out.

This whole service center appointment deal is tied in with my Alaska trip as I was dropping off my Redwood at the service center on July 3rd and flying to Alaska for 2 weeks on July 4th while they do the repairs, then come back and pick it up on the Monday the 17th and head over to the rally.

Sure hope nothing has changed !!!

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Whats going on with redwood and Keystone 1 year 7 months ago #13

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ET156 wrote: I was surprised today with a return call from the Keystone call center. I had called Friday to talk with Mark at the RW factory but my call went through the Keystone call center. I did not get through to Mark so I hung up. What surprised me was the young lady from the call center called me back today for a follow up on the call that I had made Friday and was very helpful. She told me that Keystone has taken over RW but the RW line is still built in Indiana. She also said the only way to get through to the people that worked at the warranty dept. in Indiana is through the Keystone call center. It sounds like there has been a big change with redwood again. I was told a few weeks ago that my RW was going to be fixed the Keystone way and now I think I understand what she was saying. I have never looked at the keystone line so not sure what the QT of the build is . I hope it all works out for the good of the line.

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Whats going on with redwood and Keystone 1 year 7 months ago #14

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UP DATE ON MY 39MB SLIDE LEAK. My RW has been at the Keystone factory in Pendleton Oregon since March 20th. Today Keystone called to give a weekly update. The source of the leaks have been found (REAR WINDOW, BEDROOM SLIDE)the rear wall and the bedroom floor and walls have been removed and this week they are going through a mold remediation process. While they are waiting for the delivery truck from Indiana to show up with all the parts needed to rebuild my RW. The finishing date is unknown still due to the size of the job. It is a shame that RW. couldn't get it right the first time or second time. There is no reasonable excuse for all the issues all 28 of them I will not recommend RW to anyone. But I am impressed with the Keystone factory in Oregon. They have done ever thing that they said they would do. They seem to have pride in what they do. Sandi at Keystone is a nice person to deal with and it sounds like she knows how these rigs are built the right way I am going to pick up my rig at Keystone so I can do a plant tour and meet the people that fixed my rig. Don't get me wrong I like my RW. I just have no faith in the people that built it.

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Whats going on with redwood and Keystone 1 year 7 months ago #15

Glad it's being handled properly this time. As far as no faith in RW, you will, in my opinion, have even LESS in just about any other brand (THOR owns most of them),they have been/were great to deal with on any/all issues I had when new.
So if they fix the RW & you are satisfied with it, keep it or get your pencil sharpened for a new 28+ item list on WHATEVER brand you choose as they are rvs.

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Whats going on with redwood and Keystone 1 year 7 months ago #16

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Dan, I am not plaining on trading my RW for another rv I am happy with my RW I just don't have any faith in the people that built it. They should learn to do as they advertise because the rigs don't even come close when they leave the factory. I think their too much in a rush during the build and too much penny pinching. You would think they would learn by now that it is cheaper to get it right the first time than to pay for the rig to be brought back to the factory 3 time to get it right I HOPE.

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Whats going on with redwood and Keystone 1 year 7 months ago #17

Fortunately had nothing as nearly severe as yours, but all the little annoying things that if those factory guys gave even half a rats a## wouldn't ever leave the factory.
Others keep comparing the rv production to the auto industry, but in my opinion if the auto industry had not automated almost every aspect of production we would be seeing the same shabby QC in autos, as workers don't care about anything but payday & quitting time anymore. Just my .02 cents!!

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Whats going on with redwood and Keystone 1 year 7 months ago #18

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I picked up my rig yesterday and opened it up. This morning I found that all the work that Keystone did didn't make any difference the slide still leaks just as bad. Keystone did do a lot of work on the bedroom slide so I have no bad feelings with them. I think the slide was just badly built by RW's engineers and there probably is no right fix. This is the fourth attempt to fix the problem. Monday I will be talking with the people at Keystone and that will be the deciding factor and then I will need to decide in what direction I will go in. At the moment I think RW should replace this rig with a new one that is better built, easier said than done :unsure:

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