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Old 12-12-2009, 11:46 AM   #15
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jmtandem - I tend to agree. Though this was an undesirable 'feature' and would probably have been made right if you went back to the original dealer.

I struck up a relationship & purchased my Safari 260 miles away in another state. I made that choice for more than price and stuck to my guns -- going back to the selling dealer with 2 followup trips for warranty service within the allotted 24 months. Any Airstream dealer must provide warranty service but it's human nature to bend over backwards for folks who actually bought from your dealership -- that's what I was looking for and succeeded in finding.
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Old 12-13-2009, 09:15 AM   #16
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Thanks to everyone

Thanks for the helpful and humourous replys. I will do what seems to be a simple mod, to reconnect to bath fan power lead. Before I wrote my gripe to A/S I had contacted the dealer I purchased from and a second dealer in Florida. Both agreed that it didn't make sense but neither offered a solution. This forum is great!!!
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Old 12-13-2009, 09:29 AM   #17
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Old 12-13-2009, 09:56 AM   #18
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In my personal experience, if you DON'T gripe, you will get better results. Go at it with a positive approach and you will find people much more willing to help you out. Here's one example:

I have a "Jiffy" gas-powered ice auger that failed 3 months after the warranty expired. I had it repaired at an authorized service depot at my expense then contacted the company directly. I told them I bought their product because I have friends who own the same thing and they have had trouble free service for many years. I told them I felt mine had failed prematurely, for no valid reason, and sent them the parts that failed along with my repair receipt so they could find out what part of the quality control process had unusually failed at their end leading to this mechanical breakdown - since I'm sure they would want to figure out if the part was defective in order to prevent multiple recalls.

I didn't ask for anything specific - I was doing THEM a favor by trying to help them improve their product.... They paid my repairs in full and thanked me for contacting them about this.

I don't think I would have had this result with a negative approach.

That's just one example of many I have about success using this approach. Griping makes people not want to help you since nobody likes being on the defensive and I think people generally want to be helpful - just make it a good experience for them.

Kevin
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Old 12-13-2009, 10:06 AM   #19
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Quote:
Originally Posted by Al - K4GLU View Post
Obviously you failed to read the earlier posts on Air Forums from Airstream President Bob Wheeler.

According to him people who used to buy Airstream's were happy to find things not done right because it gave them something to do.

Now you have something to do in your spare time - work out a fix for the light. BTW - you'll likely find many more things to do in your spare time in the future.

And, don't forget your toolbox.

----------------------------------------------------------------------
"... , the quality expectations of our customers have risen dramatically in recent years, in some cases faster than our ability to keep up. Old school Airstreamers accepted that a few flaws were normal and packed a toolbox."

Bob Wheeler
President
Airstream, Inc.
-----------------------------------------------------------------------

Sorry for getting off topic. Realizing we have different lighting systems in our 19 ft. Safari SE's... The lights in ours are the conventional, generic boxes (found in many low end SOB's) with the two way light switch, and the light over the bed is the nearest one when I have to get up in the middle of the night for that inevitable whiz. What I did was replace the bulb in the first switch position with one of those red LED tail light bulbs (bayonet base). It has minimal impact on others, doesn't use much power, and (for what it's worth) preserves your night vision at a most critical time.

I also attached one of these with Velcro to the mouse fur in the bathroom. If you need it, wave your hand in front of the motion detector. It has three light levels, and comes in a stainless finish. Wave again to shut it off, or it automatically shuts off in 1 hour:



Sylvania Dot-it Golden Dragon LED Light, Silver (72407)
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Old 12-13-2009, 11:37 AM   #20
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For an expensive product whose customer base is wealthy, experienced RV fans they don't seem to care about repeat business.

There are so many complaints that could be fixed at trivial cost, or no cost at all, by the factory when they are making them. Yet they don't seem to care.
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Old 12-13-2009, 01:15 PM   #21
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Quote:
Originally Posted by Ganaraska View Post
For an expensive product whose customer base is wealthy, experienced RV fans they don't seem to care about repeat business.

There are so many complaints that could be fixed at trivial cost, or no cost at all, by the factory when they are making them. Yet they don't seem to care.

Very accurate observations, but I am by no means rich. That's what makes this issue of quality control and customer service so troublesome for us. We saved and sacrificed for years to live our Airstream dream. I would suspect many others on the forum did the same. Our new Airstream was perhaps the only big ticket luxury item we've ever bought in our 30 years of marriage. No boats, planes, etc., and all of our vehicles were used and/or practical.

Regardless, we will continue to live our dream, but only because of Airstream, the beautifully designed iconic trailer, and the great Airstreamers we've met as a result. (We recently visited Jackson Center, stayed at the Terra Port, took the tour, and we're already registered for Alumapalooza! Can't wait.) However, as demonstrated by their recent actions (and inactions), Airstream, the current company, has absolutely nothing (in terms of product) to offer.

I hope no one perceives this as rude. I'm just stating the facts of my own experience, and is nothing I haven't already expressed to Airstream by mail, in surveys, by e-mails, and in person.
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Old 12-14-2009, 08:20 AM   #22
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An Airstream is something you work up to. Their customers are seldom first time RV buyers. They have a right to expect quality and are experienced enough to know what they want.

You would think the Airstream company would recognize these facts and act accordingly. There are a lot of complaints that could be eliminated at the source for little or no money if they wanted to take the trouble.

Depending as they do on repeat business from Airstream owners, and owners of other high end RVs.

That is all I was saying. No reflection on you or any other Airstream owner was implied.
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Old 12-14-2009, 09:10 AM   #23
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I totally agree with you regarding the simple, inexpensive fixes up front that would prevent the owner problems later, and I appreciate your perspective. My response was directed at the practices of the company. I have quite a list of similar suggestions, but it would be repetitive (and again, nothing Airstream hasn't already heard), so I'll use one simple example... like the screws they used to attach the clearance lights. They rusted to the point they were hard to remove within two years of the manufacture date. I would have gladly have paid the extra dime for a stainless screw rather than having to spend more later, in addition to two hours on a step ladder replacing them. You're exactly right, a few simple fixes at the factory, and better quality components, would cause less grief later on for everyone involved .
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Old 12-17-2009, 07:43 PM   #24
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I'm just saying it seems short sighted for a company that depends so heavily on repeat business, image and word of mouth. Especially when they could fix the problem at the source for little or no money.

Detroit got a painful lesson 20 years ago. They had to pull up their quality to meet the foreign competition. Once they committed to better quality they were surprised to find how easy and cheap it was to eliminate most of the annoyances that were driving away customers.
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Old 12-17-2009, 09:24 PM   #25
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The switch in our trailer in the bathroom is independent of the bedroom lights. I find it hard to believe they wired them differently (and stupidly) on some trailers as it appears they did.

Detroit's lesson was not well learned for they never really caught up with the competition and we know the result—2 of the Big 3 went bankrupt. Once reputation is damaged it can take decades to repair, if ever.

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Old 12-18-2009, 06:59 AM   #26
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Hey : I have a suggestion.Why don,t we just drive AS out of business. The town of Elkhart In ,would certainly enjoy the increased traffic.(20% unemployed) I have had issues of some importance. I keep hearing issues ie: high cost, not worth the price,missing screw, scratches,etc,etc. My last unit was HE H Rambler with problems. Shortly after I traded, that outfit (HR); went belly-up, sans warranty. Lucky to trade prior to shut down. The RV industry in the pits. Just talk to a few HE $200.000 + MH, owners. Just ask about their customer service response time. Customer service!!!They went bankrupt. I am please with my HE AS and will pass it down to my heirs. Mel
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Old 12-18-2009, 07:36 AM   #27
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Gene : It was the buying public who created a lot of the big 3 problems. In the 90's + they were making barrels of money selling large SUVs(the public would not buy fuel eff. auto,s). Then the same situation as the 70's (fuel cost/available supply). When the cost of fuel increased; they did not have the product mix to compete. For the past several years QC problems were not so much an issue as was the cost of fuel. Have you been following Toyota's/Mitsub recall problems. I purchased a 2008 5.7 Tundra two months later it was traded (will not go into the details why) don't want to start a P contest. Mel
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Old 12-21-2009, 02:11 PM   #28
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It's like watching someone you love make a dumb mistake, like a bad relationship or job decision. You want to give them a smack on the head because you love them. If you didn't, you wouldn't give a dam.
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