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Old 08-09-2018, 12:47 PM   #29
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I've found AS customer service to be quite helpful. I e-mailed them about a month ago about two minor issues that I wanted to take care of myself rather than towing the trailer to the dealer and having it sit there.

One of the little black plastic caps that go over the screw heads on the window hardware (window hinges, props, etc. - ten black plastic caps per movable window) had broken off. Also wanted the Zip Dee door wheel that prevents the Airstream door from dragging on the awning if it's less than fully deployed.

After exchanging some e-mails to clarify what black plastic caps I wanted they sent me a half dozen of them, as well as the Zip Dee part, all at no charge.

~erik~
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Old 08-09-2018, 06:25 PM   #30
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Quote:
Originally Posted by AirstreamInc View Post
Hi Mollysdad,



Yes, we are an agency that works with Airstream to monitor this forum. All information requested and messaged does get passed on to Airstream's Technical Support and Customer Service team. If you ever need assistance, please feel free to send us a private message.



Thank you.


Thanks for that information! You have been helpful to myself and others here in the past.

Do you monitor other Airstream forums? If so, which ones?
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Old 08-09-2018, 06:46 PM   #31
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Quote:
Originally Posted by mojo View Post
Gee, I have picked up the phone and talked directly to Airstream customer service as well as via email. They even sent me materials at no charge (during warranty) to make repairs since I was located so far from a dealer at the time. And I actually met the same CS rep when I visited JC later on. I don't understand what the communication problem is?
My experience has been the same.
I have always received responses from customer service.
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Old 08-09-2018, 11:25 PM   #32
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Customer Support

I had a few questions I called and they were answered

We had some minor warranty items called sent a follow up email got a assigned rep who is working with us the factory and our dealer

Had a red plastic tip for the awning rod that was torn they mailed us a replacement

Nothing is perfect but so far we're being treated better than we ever imagined.



Quote:
Originally Posted by mojo View Post
Gee, I have picked up the phone and talked directly to Airstream customer service as well as via email. They even sent me materials at no charge (during warranty) to make repairs since I was located so far from a dealer at the time. And I actually met the same CS rep when I visited JC later on. I don't understand what the communication problem is?
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Old 08-10-2018, 07:23 AM   #33
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Farmer Dan: my last email of August 3 was directly to Jeremy Allen. Week later, no response. You must have an inside track!
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Old 08-10-2018, 08:52 AM   #34
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That seems unusual. I wasn't even trying to get a response from the AS factory. I was going for a simple DIY fix on the handle. I guess it's a hit and miss contact system. I'm not usually on ANYONES inside track !!!

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Old 08-10-2018, 10:33 AM   #35
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I sent Airstream Customer Support an email last weekend and got a response this morning. Since it wasn’t a time critical question, their response time was okay. I could always call if needing a quicker response.
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Old 08-10-2018, 10:59 AM   #36
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Originally Posted by kfrere View Post
Farmer Dan: my last email of August 3 was directly to Jeremy Allen. Week later, no response. You must have an inside track!

Keep in mind that a lot of folks take vacations at this time of year.
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Old 08-11-2018, 06:15 AM   #37
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Quote:
Originally Posted by Boxster1971 View Post
Keep in mind that a lot of folks take vacations at this time of year.


They vacation for a month? My emails started early July. I still work full time so the time I spend trying to deal with this by phone is very valuable time to me, and the fact that I will have to take at least 3 days off work to travel to JC a second time to deal with this same issue is frustrating.

The problem I am having (sliding door/screen door) is very familiar to AS. If their response is simply that they will re-install the screen door now that Iíve had the sliding door hinges repaired at my expense ($348) then we will be right back where we started.

Maybe thatís why Iím not getting a response? Because there is no fix to this problem?
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Old 08-13-2018, 02:04 PM   #38
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Originally Posted by kfrere View Post
They vacation for a month? My emails started early July. I still work full time so the time I spend trying to deal with this by phone is very valuable time to me, and the fact that I will have to take at least 3 days off work to travel to JC a second time to deal with this same issue is frustrating.

The problem I am having (sliding door/screen door) is very familiar to AS. If their response is simply that they will re-install the screen door now that Iíve had the sliding door hinges repaired at my expense ($348) then we will be right back where we started.

Maybe thatís why Iím not getting a response? Because there is no fix to this problem?
Hi kfrere,

Please send us a direct message with your contact information and the last 6 digits of your VIN so we can share it with our Customer Service and Technical Support team. We look forward to helping you get this resolved.

You can also reach Airstream Customer Service and Technical Support at customer_support@airstream.com

Thank you.
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Old 08-15-2018, 07:52 AM   #39
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Dear Airstream:

Actually, I sent my entire VIN to Jeremy Allen in a prior email.

Forum members: It is not my intent to use this forum as my "secretary" for communicating with AS, but, it not only gets a response (at least from this customer service provider), it also shows the forum my frustrations in communicating about this issue.
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Old 08-15-2018, 08:05 AM   #40
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Originally Posted by Erik View Post
I've found AS customer service to be quite helpful. I e-mailed them
No one is disputing that AS customer service is good.
My contention was that the service that posts here is not AS Customer service. They are not. I have no idea if they're helping or not since I've never used them. I was just curious what percentage of the customers who followed up with them got a reply from Airstream. 10%? 99%?

What they do well is to make us all believe, "Airstream cares".
(and that's not a bad thing in itself.....unless it stops there.)
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Old 08-15-2018, 02:53 PM   #41
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Quote:
Originally Posted by Mollysdad View Post
No one is disputing that AS customer service is good.

My contention was that the service that posts here is not AS Customer service. They are not. I have no idea if they're helping or not since I've never used them. I was just curious what percentage of the customers who followed up with them got a reply from Airstream. 10%? 99%?



What they do well is to make us all believe, "Airstream cares".

(and that's not a bad thing in itself.....unless it stops there.)


Mollysdad- In July we were on a monthlong trip and I had a problem arise. I reached out to the forum hoping someone could offer advice. AirstreamInc replayed and asked for my VIN contact info etc like everyone has seen many times. I responded by PM as requested. I was never contacted by Airstream and I followed up with AirstreamInc with no response. I did find a workaround to my problem so continued on my trip. In the end I have an appointment with the local dealer in Sept to fix the issue.

In retrospect I donít think if I was in contact with Airstream customer support that it would have made any difference. But to your question and point, for me the AirstreamInc 3rd party service was an empty shell - it was a dead end. To be clear Iím not complaining, I am perfectly capable of calling the 1-877 customer service number and would have if necessary. Im glad AirstreamInc made a difference for others.
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Old 08-17-2018, 06:51 AM   #42
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Originally Posted by Mollysdad View Post
Great!

Can anyone here say they've been contacted by Airstream with a solution the their problem?...
Airstream contacted me privately in response to my posting about my Couch Pivot Bolt Failure problem. http://www.airforums.com/forums/f240...re-179771.html

The exchange was informative and helpful.
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