Is this normal?

[19Basecamp]

[GMFL]

Not sure what going on here can you give back story and decipher... thx

[19Basecamp]

Had boats for years, maintenance or repairs due to human errors or machine is normal. Addressing those needs efficiently is always best.

Truma system has has various issues since first week on trip.

These issues “appeared” to be correctable.

After entire season, issue still has never been properly addressed.
I have the specific issue documented and will share for others. As I notice a number of post with questions about truma system elsewhere.

But, not being an engineer or expert in truma.

In my opinion, the issue appears to be an Airstream construction problem -

The digital control panel is on an exterior wall, insulation was minimal and condensation develops. This continuously causes system to shut down when cold outside

Also, the exhaust get blocked at times . Freezing. This appears to be from improper installation.

The service away from selling dealer was not good.

Left with same issue,

I did get very irritated when system shut down after waiting a couple weeks and the dealer in area took a different non helpful attitude when he was told I didn’t purchase trailer from dealership. Twice-

Anyway - I paid out of pocket to minimize any additional issues and waited.

I’ve seen stories where other brands stepped up to ensure issues were addressed asap.

Just wondering if this is normal for Airstream

[ROBERT CROSS]

Normal...maybe not.

Happens too often...you betch'a.
You are not alone in feeling short changed at the price point paid.

Airstream Inc,(not really AS, CS contractor)...will most likely chime in here. Watch this thread.

Good Luck...

Bob
🇺🇸

[19Basecamp]

Thanks, the responses already helped.

1. Not an engineer or truma expert

2. I definitely got to understand the truma system much more than anything else on camper.

3. In my opinion, appears to be a construction error that’s easily correctable .

4. Obviously I have concern that system could be damaged or has been due to this.

5. If this is standers Install spec issue- definitely going to have more people with issue

6. Or is it a one time issue- when this unit was built?

Don’t know-

Thank you

[GMFL]

No I would have to say that is not normal for “Airstream”. Airstream everything I’ve ever seen say to me stands behind there products. My opinion for what it is worth is to take it back to the mothership/factory for anything but the simplest of repairs. Airstream dealers on the other hand are independent companies and sadly some are of the “sell it and forget it” or you did not by that from us so “end of the line” mindset.
Airstream often gets the blame, but from what “I’ve” see has little control over how there dealers run “their” business.
I have a friend who owns a CHEVROLET dealership and there is a CHEVROLET rep in that store “all the time”. When CHEVROLET made all the dealers “upgrade” there facilities to all look the same, they ever controlled what lighting was to be installed in the bathrooms.
I don’t think Airstream has that kind of hold on its dealer network. Maybe one day but not now.
So my recommendation is to remain calm and communicate clearly with Airstream about your concerns and problems. This will allow you to work towards the resolution you are looking for. Providing feedback can help move things in the right direction.
Airstream CORP should chime in at some point on this. They have a company that follows the Forum for customer problems.

[ROBERT CROSS]

..."take it back to the factory" is a poor option for most customers. You spend the $$$ for it and have to TIBTTF, per diem?...NOT.
Yes, they do stand behind their products...way behind. 🥴
Bob
🇺🇸

[GMFL]

Robert,
I agree fully with you. Taking a unit back to the factory is not the best option for most, but sadly the based on the current Airstream service model that is one of the few places where people seem to get the attention and quality work they expect. I’m sure there are other dealer that offer great service, please hear me out... most Airstream dealers are not Airstream exclusive. They sell other brands and types of RVs. This also means that their service department is not Airstream exclusive. We, myself included tend to think our ownership of a “premium” RV like Airstream (which we all paid a lot of money for) should come with some sort of VIP treatment. The bottom line is our Airstreams with a bum water heater is no different than Joe Blows R-Pod with a bum water heater. The service guys just see it as another Bum water heater (get in line) thought process. The RV dealer that treats you bad probably treats everybody the same. The tread seems to be long lines for repair, expectation not met, poor communication, high cost of repair.
I do my own work. I was blessed with the ability to do so, others are at the mercy of a broken system. I agree Airstream needs a better hold on there after sales service network, but until Airstream sales can support an Airstream exclusive dealer network that is going to be very difficult to do. Repair shops like Vinnie’s North Bay Airstream repair may be part of the solution. I have heard many great things about his work.
Maybe Airstream need several regional exclusive service departments like the one at the factory?
I don’t know....
What I do tend to see on the forum is that Airstream owners in general want top notch service and there’s a lot of them that don’t find it. Not that it is not out there, because it is, just some don’t find it. Which may mean it is not easy to access.

[19Basecamp]

Thanks for input. Personally I believe the regional service reps would be a tremendous investment for AS. As you suggest.

I don’t know their exact margins. But have general idea from other business knowledge. The margin on about 3 sales could cover cost. The upside opportunity cost would certainly be covered by increase sales. My opinion. Anyway, just know my system doesn’t work correctly due to a correctable simple error that grew to ? Still waiting.

Cost coverage would be based on retainer of service agreements. Then the cost would be less than adding direct labor at start.

Heck, I bet buyers would pay a little more on top of high cost. Knowing this .

For what it’s worth.

Thanks