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Old 12-06-2014, 02:28 PM   #1
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Very Poor Experience - Recommended Customer Service Contact @ Airstream?

We bought a used 2011 Flying Cloud from a dealer in August and after three months of hassle and very poor customer service from both the dealer and Airstream, we have our trailer but are still unhappy with the result. I would like to contact someone at Airstream above the customer service person I reached who demonstrated zero concern for our situation. Does anyone have contact information for someone within Airstream who a) might care to hear about our poor experience and b) might be able to help us get a final resolution to our one remaining challenge?

To make a long story short, our sales contract included replacing some of the furniture within the trailer. What we got from Airstream (after the order was delayed for months and included the wrong fabric on the first try and the wrong finish on the second), seems to be far below the quality of what goes in new trailers and is not in line with the expectations we had as part of the sales contract. For such an expensive purchase from a company with a good reputation, we expected far better than we got in terms of the result within the trailer and customer service.

We appreciate any help or guidance forum members can offer.
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Old 12-06-2014, 02:39 PM   #2
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Was the work performed by the dealership or at the Airstream factory?
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Old 12-06-2014, 02:55 PM   #3
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AWCHIEF raises a good point. You bought a used, out of warranty unit and it would help to know what involvement the factory had with the transaction.

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Old 12-06-2014, 03:29 PM   #4
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If your problem is truly with the Airstream factory and not your local dealer, I'd start with Dan Snyder, Airstream's Customer Service Manager. His number is (877) 596-6111 X7408.

If your problem is with the local dealer from whom you bought your unit, I doubt that the factory can help very much. Airstream dealers are independent businesses and while the Airstream factory certainly has an interest in maintaining a quality professional dealer network, they are not responsible for the performance of individual dealers.

Best of luck!
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Old 12-06-2014, 09:42 PM   #5
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Thank you for the feedback and assistance. We appreciate it. After repeated delays and difficulties with our dealer, I asked to talk directly with their contact at Airstream to try to get the the bottom of the issue since I cared a lot more about getting the problem solved than the dealer did.

My contacts with Airstream proved to be problematic and the mistakes I discussed above caused the delays to mount. Even if the problem ultimately lies with our dealer, I had direct and disappointing interactions with Airstream and I think someone in their customer service department should at least hear about our situation. No one will probably ever take responsibility or apologize for anything but I still want to at least provide feedback that could improve an experience for a future customer on the Airstream side (considering the online reviews for our dealer and our reinforcing experience, getting any traction with them is a lost cause). Since this thread was flagged as inappropriate and a moderator told me not to go into details, I will leave it there but do appreciate the feedback and insight.
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Old 12-06-2014, 10:01 PM   #6
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So without getting in to territory the mods asked you not to - what's the last issue you're trying to resolve? Maybe some folks here can help?

Stuff happens. Maybe you can get some help here and focus on having a great time camping!

Good luck!
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Old 12-07-2014, 05:27 AM   #7
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You know, when we bought our 06 Interstate in 07, there were some cabinet doors that had warped and needed to be replaced.....it had been on the lot for a year, and I suspect now may have been pirated and swapped out for parts. Yes, that's what I think.

We had a terrible time getting this completed.

Will spare everyone the specifics, , but I finally called JC and insisted they take the replacement cabinet doors off the line at the factory and ship them to our dealer so that we could have the Interstate in our possession which we had already paid for, and stop the 1 1/2 hour drive each way for the bits and pieces they were shipping.

Stay on it, and post about it here, is my suggestion.



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Old 12-07-2014, 05:57 AM   #8
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Very Poor Experience - Recommended Customer Service Contact @ Airstream?

Many of us have been faced with a product we purchase not meeting our expectations. Sometimes the party from whom we purchase an item will resolve an issue like we want, sometimes it just does not work out to our immediate satisfaction.

The question in my mind is whether I can be happy with life on life's terms, accepting some glitches, maybe even paying extra to get things resolved, or do I have to be correct all the time.

My experience is to work on common resolutions, maybe sacrifice my expectations, but to not throw my disappointment into a public forum which is primarily intended for enjoyment.

A phone number was provided, and if it cannot be worked out, maybe resolving issues by simply purchasing the solution yourself, getting things exactly the way you like, and then going on some happy camping trips, enjoying your unit just the way you want it.

My new Serenity has been changed with multiple modifications and is very close to perfect! Some of the modifications have corrected what I saw as errors of Airstream, have "corrected" at my expense. And, I am extremely happy with my new trailer. Better to be happy than right sometimes.

2015 Serenity Modifications http://www.airforums.com/forums/f514/2015-serenity-modifications-128265.html

Hope this is received in the spirit intended.


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Old 12-07-2014, 06:15 AM   #9
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Quote:
Originally Posted by Msmoto View Post
?...

The question in my mind is whether I can be happy with life on life's terms, accepting some glitches, maybe even paying extra to get things resolved, or do I have to be correct all the time.

My experience is to work on common resolutions, maybe sacrifice my expectations, but to not throw my disappointment into a public forum which is primarily intended for enjoyment. ,,,

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That is one of the nicest summations of "forum philosophy" I have read and the words reflect an attitude we should all live by...
Thank you
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Old 12-07-2014, 06:27 AM   #10
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Not knowing the particulars but, you bought a four year old out of warranty vehicle, your recourse us with the selling dealer, not the mfg. if you bought a used car out of warranty, the factory is done with you. Only the selling dealer can help and the only if the vehicle was sold with a warranty from the dealer, like a thirty day guarantee. Most used sales are as is. Jim
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Old 12-07-2014, 08:39 AM   #11
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Very good point, Jim, and thanks for the clarity.

Some whining and sharing of bad experiences is also part of this community, but it is also important to try to keep things positive.

I will therefore shut up.


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Old 12-07-2014, 10:05 AM   #12
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Old 12-07-2014, 11:22 AM   #13
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I found this post very interesting. We purchased a 2014 International Signature - 25' this year. We have encountered many issues from minor to defective thermostat. We spend too much time at the dealer fixing/replacing items that, I believe should have not come from the factory in that condition.

I understand that we shouldn't be whining, however, we all pay a lot for our Airstreams, whether new or used and putting the time and effort into updating. The point is we should expect the level of workmanship to match this. I have found that the quality in our trailer is not what I would have expected.

Having said that, we love our Airstream and continue to deal with the nits and nats. I wish we could provide Airstream the feedback they need to hear in order for them to better their quality control of what is coming off the line. I don't think that is a negative comment. As a businesswoman, I want to know if there are issues and I welcome any feedback. Airstream should as well.

Andi
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Old 12-07-2014, 11:27 AM   #14
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My name is Dave Schumann and work in Airstream Customer Service.I do not the details as of yet but would like to hear more and want to apologize for your experience. You can reach me at 937 596 6111 my ext. is 7327

We may not always be able to satisfy every expectation,but the is where we aim.
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