Airstream - are you really there?

[Pete B55]

Originally Posted by Mollysdad

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 don’t 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 I’m 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.

[TayaraTravel]

Originally Posted by Mollysdad

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.

[AirstreamInc]

Originally Posted by Pete B55

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 don’t 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 I’m 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.

Hi Pete B55,

We're very sorry you did not receive a response. Is there anything that we can assist with at this point? If so, please message us with details and please do not hesitate to reach out in the future.

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

Thank you.

[UKDUDE]

Well, AirstreamInc, I've now written twice to Airstream at customer_support@airstream.com because I need some spare parts; and I haven't received any replies whatsoever.

Can you please get them to respond!

[Boxster1971]

Originally Posted by UKDUDE

Well, AirstreamInc, I've now written twice to Airstream at customer_support@airstream.com because I need some spare parts; and I haven't received any replies whatsoever.

Can you please get them to respond!

Airstream does not sell parts direct to individuals. You have to contact a dealer to get your parts. Been there done that.

[Pahaska]

Originally Posted by Boxster1971

Airstream does not sell parts direct to individuals. You have to contact a dealer to get your parts. Been there done that.

Unless you go to the factory at Jackson Center. They will pull parts off the production for you line if needed. I picked up some parts there in June.

[wachuko]

Originally Posted by Boxster1971

Airstream does not sell parts direct to individuals. You have to contact a dealer to get your parts. Been there done that.

Yes. Same here. The back and forth with Airstream in my case, was to confirm part numbers. But all ordering is with dealer and their outrageous mark-ups...

Originally Posted by Pahaska

Unless you go to the factory at Jackson Center. They will pull parts off the production for you line if needed. I picked up some parts there in June.

Ahhh... lucky you! You saved doing that while there...

[uncle_bob]

Hi

Sort of, but not quite on topic.

I went the route of putting in my "cry for help" through the system on the Airstream site. The note went in after 5 yesterday. That got me a call back from JC by about 10AM this morning. I now have a slot for service mid day Monday. I'd say that's pretty darn good response.

Bob

[UKDUDE]

Originally Posted by Boxster1971

Airstream does not sell parts direct to individuals. You have to contact a dealer to get your parts. Been there done that.

Didn't know that Mike! Would have appreciated a courtesy response though.

[Boxster1971]

Originally Posted by UKDUDE

Didn't know that Mike! Would have appreciated a courtesy response though.

Agree - they should have told you. That's how I found out when I asked the question to Airstream customer service. They responded by telling me I had to go to a dealer for the part I needed.

Based on other responses I guess if you go to Airstream in person at JC they will get you the parts you need.

[Alex AVI]

Originally Posted by Boxster1971

Based on other responses I guess if you go to Airstream in person at JC they will get you the parts you need.

MIKE - Did not know this. Considering it takes my local dealer a long time to get parts (which they attribute to AS supply issue), I probably should line up a side trip to JC when I do my Chicago trip to get some AS parts I want.

[CBWELL]

Order them from OutofDoorsMart and they will arrive in a couple of days. They have a good inventory and are great to deal with. Parts people there know their stuff, and shipping is honest, actual cost!

[UKDUDE]

Originally Posted by Boxster1971

Agree - they should have told you. That's how I found out when I asked the question to Airstream customer service. They responded by telling me I had to go to a dealer for the part I needed.

Based on other responses I guess if you go to Airstream in person at JC they will get you the parts you need.

Haha, I wish it were that easy! I did call them and was told many parts are not there for picking off the shelf, they need to be manufactured to order. An example is the roadside bed extension - the particle board disintegrated around the hinge. They don’t have a stock of them.

[Foiled Again]

Originally Posted by Alex AVI

MIKE - Did not know this. Considering it takes my local dealer a long time to get parts (which they attribute to AS supply issue), I probably should line up a side trip to JC when I do my Chicago trip to get some AS parts I want.

Someone who lives near Jackson Center has a great opportunity to provide speedy AND less pricy parts to the multitude

OTOH Airstream Corporation has a golden opportunity to spank the doo-doo out of the dealerships with of many well founded complaints.... attn: LionSun Abich Dealer, due to your appalling service complaint history, your exclusive right to sell Airstream parts has been suspended until...

Just sayin'

[Alex AVI]

Originally Posted by Foiled Again

... attn: LionSun Abich Dealer,

FOILED AGAIN - Took me a few retakes before I realized this was not a real dealer name, though it ought to be. I was actually about to Google the name before it hit me. Funny!

[uncle_bob]

Originally Posted by Foiled Again

Someone who lives near Jackson Center has a great opportunity to provide speedy AND less pricy parts to the multitude

OTOH Airstream Corporation has a golden opportunity to spank the doo-doo out of the dealerships with of many well founded complaints.... attn: LionSun Abich Dealer, due to your appalling service complaint history, your exclusive right to sell Airstream parts has been suspended until...

Just sayin'

Hi

The gotcah may be that they are the "best of the best" in their area .... I also suspect that sales targets on new trailers count pretty highly when dealers get evaluated.

Bob

[Boxster1971]

Originally Posted by CBWELL

Order them from OutofDoorsMart and they will arrive in a couple of days. They have a good inventory and are great to deal with. Parts people there know their stuff, and shipping is honest, actual cost!

CBWELL - OutofDoorsMart only sells Airstream trailers so I doubt they carry any parts for an Interstate. I get my parts from Colonial Airstream in NJ where I bought my Interstate. If they have the part in stock it ships that same day.

[AirstreamInc]

Originally Posted by UKDUDE

Well, AirstreamInc, I've now written twice to Airstream at customer_support@airstream.com because I need some spare parts; and I haven't received any replies whatsoever.

Can you please get them to respond!

Hi UKDUDE,

If you have any questions about ordering parts, 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.

Thank you.