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Old 08-18-2015, 07:56 PM   #141
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Originally Posted by switz View Post
Items photographed and emailed to the chap in charge of final Airstream QC on the shop floor did not result in any rectification before the trailer left the factory in January 2014. The issues were pointed out by others in the tour group!
Hopefully the photographs will at least make it easier to get warranty repairs done.

As the saying goes, "There's never enough time to do it right before the sale, but always enough time to do it over after the sale."
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Old 08-19-2015, 11:39 AM   #142
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I was only allowed on the shop floor along with the tours for the two weeks I was there.

I had no confidence that the approved change order options would happen correctly and was correct in that assumption as the wrong flooring was installed and no aluminum backsplash was in the bathroom above the sink. They had to take out the shower, a wall and bathroom cabinetry to remedy the situation after I showed them my copy of the approved change order.

I got "detached" one day and happened to photo the installation of the kitchen cabinet with the ducts crossed coming out of the furnace. Our trail run trip had no air coming out of the rear ducts, so I told the dealership where the problem was.

A snide remark at the dealership along the lines of "how do you know where the problem is?" resulting in me showing them the photo. That shut off all future snide remarks and is also why they have not seen the trailer since.
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Old 01-28-2016, 07:01 AM   #143
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Dear Airstream,

A long time ago, I worked in a customer service department that was run by an accountant. Unlike most accountants in management, he focused on long term costs in determining policies. If going out of our way to help a customer caused someone to rave about us to five of their friends, we might get a couple of new customers. That was a LOT cheaper than getting new customers via a million dollar ad campaign. People would logically trust a friend's recommendation over a catchy slogan. Even when we as a company had blown it badly, because we went out of our way to make things right, we almost always gained new customers. We also reported the most frequent issues to engineering, who saw fixing problems as a way to cut customer service costs, which increased our profit sharing while delighting customers. Happy customers led to increased market share. That company quickly became incredibly profitable. Good customer service led to higher profits.

On the recommended reading list for new employees was an essay, "You are the Customer, You are the Company." It's pretty simple:

A. When a customer is upset and contacts you, you have to be that person and feel their upset. You should do whatever you can to make things right, including all of the things that they would do to fix things if they worked at the company. You also have to be the customer when you design and build things. Customers just want things that work and work well. In the long run, it's cheaper to design things that way. Fixing things after the fact is always much more expensive and can lose customers. Refusing to fix a tiny leak can negate thousands of dollars in marketing.

B. You are the company when you answer the phone or have contact with a customer. A customer doesn't know or care which department is responsible. A customer doesn't know or care about press releases or "vision statements" made to stockholders. Those things don't and shouldn't matter to them. Think about the times that you've called a company and have reached someone who was determined to figure out who you should deal with. Then think about the times that you've called and have gotten, "It's not my job." Whoever you dealt with formed your opinion of the entire company, again negating the efforts of marketing and just about every other employee.

The entire essay is online: (http://www.wholeearth.com/issue/2048...re.the.company).

We all want Airstream to thrive. Lots of companies have bitten the dust by thinking that cheapening everything and ignoring complaints leads to higher profits. It doesn't. Please don't follow their lead. Happy customers lead to higher profits. There really isn't any other way.

Larry
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Old 01-28-2016, 08:09 AM   #144
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Awesome Larry!!!!

Thanks for posting this very important piece.


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Old 01-28-2016, 08:31 AM   #145
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A very good piece.

Why is it that Airstream just ignores this very basic, common sense, philosophy?




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Old 01-28-2016, 06:33 PM   #146
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One more thing: Whenever I encounter a rude or uncaring employee, I always ask them, "What part of your paycheck does NOT come from customers?" It always stuns them.
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Old 01-29-2016, 05:52 AM   #147
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Awesome job! It gives me comfort that I'm not the only airstream customer that has been ripped off with terrible customer service and quality control. I really hope any potential airstream buyer reviews these testimonies first before spending their savings on a flawed design and customer service care... I don't like having to say that, But I don't want someone else to have to go through what I had to go through.


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Old 01-29-2016, 06:46 AM   #148
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I've been in sales and sales leadership most of my career. My philosophy is simple:

"No them, No Us" take care of them.


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Old 01-29-2016, 09:40 AM   #149
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Years ago, I had an aircraft which had an internal stress issue and a certain area of the skin broke and fell off the airframe many times requiring a replacement of that area. The dealer and regional folks said they would no longer fix the skin issue. The underlying problem was not addressed.

I made a "friendly" call to the Chairman of the Board of the company and explained the situation including that copies of all the service orders were on file with my attorney in case there were a crash. No threats, just the facts. I also mentioned our family's personal and business aircraft purchase history dating back several decades.

There was a much different tune the next morning from the same dealer and the region folks. They could not wait to get cracking on solving the problem.

I relay this story because the folks at the top of that manufacturer took positive action to fix an issue. I have yet to see similar top down impetus to correct the issues at Airstream and the top levels are bombarded with complaints from their customers.

I could justify incremental price increases if the quality coming out the door was better instead of what I have experienced along with many others. The excuse that QC is an issue in the industry shows a total lack of understanding the article posted above. If Airstream is supposed to be a premium product, then they should be setting the gold quality control standard for the industry, not seeing what they can get away with.
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Old 01-29-2016, 01:05 PM   #150
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Each of us who have been disappointed in AS quality can do what I did. Sell and not buy another new one. Lots of used AS and vintage kin out there. Sold my last one and bought a used Avion, put some money into it. No payments on an AS or anything else. Happy, happy.
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Old 02-03-2016, 07:49 AM   #151
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D Greene,

Were your previous 3 RVs AS or of a different brand?We are looking at buying a FC but have noticed a lot of people talking about leaks in their brand new trailers, so we're attempting additional research.
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Old 02-03-2016, 08:18 AM   #152
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We were of course avid backpackers first then as we got older bought a used slide in pop up truck camper. We used this extensively for a year and then bought a new rig of the same type. Next we bought a molded fiberglass trailer, a 15 ft. Trillium. We enjoyed this but it did not have a bathroom. We wanted to stay small so next was the AS Sport 16. We have had far fewer problems with the AS but it is not perfect. Main issue was a small leak around the front window. I think it was there from the beginning but we park it under cover so took some time to notice it. After two attempts at the dealer under warranty it seems to be fixed. Everything else has worked perfectly. Like all RVs, keeping it water tight seems to be the big issue. Still not convinced that AS is worth the high cost compared to some of the other innovative designs out there. But it is easy on the eyes, gives us a comfortable place to sit and sleep, heating and air, kitchen to make coffee, hot and cold running water, enough storage, a bathroom and is light weight. We are very happy with it so far and spent 115 nights in it in 2015. Good luck with your decision.
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Old 02-03-2016, 10:13 AM   #153
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We love the tech people at airstream were new to rvs they really help us with our Interstate.
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Old 02-03-2016, 01:55 PM   #154
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I would suspect that if other manufacturers had forums, the number of problems of their units would be much higher. As a newly (to airstream) obviously the quality issue is important. In my many years it has not been my concern when I find a problem, but how willing those responsible are to take care of the problem. The one thing about travel trailers is that there is not always a dealer close like with an automobile, so getting the unit back to the dealer for repair is a hassle. I think Airstream probably makes the most quality product of its type. At least that is what I told my wife when I wanted to spend so much more money than we have ever spent on a trailer.
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