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Old 08-08-2018, 09:30 AM   #1
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Airstream - are you really there?

Dear Airstream Customer Service,

I notice that you have become more and more active in reading forum postings and replying with a message to contact Customer Service for assistance with the problem at hand. Great!

So, on July 11 I took you up on that and sent you an email detailing my issue about my screen door (which I had addressed in person with you when we were in JC last year!). My most recent email to you was August 3 - still no contact from you with specific information as to how to move forward on this issue.

I'm thinking that someone there is at least following these forums and might see this and respond. Perhaps?
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Old 08-08-2018, 11:09 AM   #2
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Hi kfrere,

We're very sorry about this. 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 08-08-2018, 11:19 AM   #3
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Someone reported that the canned response is a third party vendor, and Airstream never see's your query.
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Old 08-08-2018, 11:22 AM   #4
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AirstreamInc,

So it's my understanding that the AirstreamInc that is on this forum (this thread) is a contracted company that looks for problem/customer related issue posts and helps them get forwarded to the real customer service at the real Airstream.

Is that an accurate statement and if not could you please elaborate on who you are.
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Old 08-08-2018, 12:58 PM   #5
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Quote:
Originally Posted by Hittenstiehl View Post
AirstreamInc,

So it's my understanding that the AirstreamInc that is on this forum (this thread) is a contracted company that looks for problem/customer related issue posts and helps them get forwarded to the real customer service at the real Airstream.

Is that an accurate statement and if not could you please elaborate on who you are.
If that's true, then good for them. You can't be an expert at all things. This is a very common practices for companies.
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Old 08-08-2018, 01:06 PM   #6
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Yep Thiel, that is common and a good idea to getting complaints funneled to the proper channels.

I think us, the customer/forum user, is getting confused with whom they are corresponding.
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Old 08-08-2018, 02:00 PM   #7
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I believe that AS COO Justin Humphreys alluded to this in a recent post in the Senior Management Failures thread IMO:

[click on orange arrow to see the full post:
Quote:
Originally Posted by jhumphreys View Post
Fellow Streamers-
. . .
Justin Humphreys here again . . .
. . .
. . . we also engage agencies to do the same . . .
. . .
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Old 08-08-2018, 02:06 PM   #8
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Quote:
Originally Posted by AirstreamInc View Post
Hi kfrere,

We're very sorry about this. 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.
Would you please clarify your relationship with Airstream, and whether you are one of the "agencies" to which Justin Humphreys recently referred, as quoted in the last post?

Thanks,

Peter
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Old 08-08-2018, 02:48 PM   #9
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Quote:
Originally Posted by Hittenstiehl View Post
So it's my understanding that the AirstreamInc that is on this forum (this thread) is a contracted company that looks for problem/customer related issue posts and helps them get forwarded to the real customer service at the real Airstream.
Great!

Can anyone here say they've been contacted by Airstream with a solution the their problem?

Wouldn't it be more efficient for Airstream to post their real customer service phone number or e-mail address than to have an outside vendor gather questions and forward them to "the real customer service"?
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Old 08-08-2018, 03:03 PM   #10
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The answer I received was useless. It gave me a number to call that yielded no useful information.
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Old 08-08-2018, 03:12 PM   #11
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I have received calls from Airstream on some of my issues and they even had some info on my specific unit that would only have come from what I provided to the monitoring service or my specific warranty registration info. This does get to Airstream but it also helps if you contact them directly as the stock response directs - emailing with the monitoring service doesn’t yield specific answers just more referrals.
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Old 08-08-2018, 03:17 PM   #12
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Quote:
Originally Posted by Mollysdad View Post
Great!

Can anyone here say they've been contacted by Airstream with a solution the their problem?

Wouldn't it be more efficient for Airstream to post their real customer service phone number or e-mail address than to have an outside vendor gather questions and forward them to "the real customer service"?

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 08-08-2018, 03:21 PM   #13
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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?
Gee...so did I, in 2004. 😂
What goes around...stays gone.
😘🙄😏
Not much has changed.

Bob
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Old 08-08-2018, 03:55 PM   #14
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Quote:
Originally Posted by Mollysdad View Post
Can agnyone here say they've been contacted by Airstream with a solution the their problem?

Wouldn't it be more efficient for Airstream to post their real customer service phone number or e-mail address than to have an outside vendor gather questions and forward them to "the real customer service"?
MOLLYSDAD - Yes. And yes, their real Customer Service # is posted in all the pre-delivery information provided to me by dealer. When I was unhappy with local dealer's repair delay on my brand new 2018, I called the 596-6111 number, was connected directly to Cust. Service. While they could not solve my problem asap, within hrs. they had called me back on conference call with tech support from Firefly Integrations to help isolate my problem. Parts were sent directly to me (again due to my unhappiness with dealer delay, but only after they vetted my ability to effect the repairs). When I received parts, I had a minor problem with results. Another call to AS Cust. Service yielded another quick callback.

Quote:
Originally Posted by D44 View Post
but it also helps if you contact them directly as the stock response directs - emailing with the monitoring service doesn’t yield specific answers just more referrals.
D44 - I agree. The monitoring service is just tasked to direct forum users to the right numbers to call. Emailing the monitoring service is not the same as emailing someone in Jackson Center directly.

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. I don't understand what the communication problem is?
MOJO - Same experience here.

My initial repair experience was negative primarily due to local dealer issues (and maybe parts delays from AS). I have no qualms saying they are far from perfect, I would even say "needs lots of work". But getting in touch directly with AS Jackson Center has not been an issue to date.
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