AIRSTREAM Service Center Poll

[GREENovaters]

I recently picked up my 1998 Excella 34' after having a lot of different things done to it and have found that some of the most important repairs were done improperly and/or shoddily! Most importantly I had the roof sealed and the gaskets replaced on all the windows by the guys at Airstream - you would think that if anyone could do the work properly and make sure that it was not leaking it would be them! But did they? NOPE! My rear window let in water around the gasket to such an extent that the bottom of the drapes were wet, the wall wet to the touch and the table between the beds had a large puddle of water!

So, just what are we to do when we can't even take our trailers back to Jackson Center and get quality work done?

[dufferin]

Are you still there? or around?

[Airslide]

Did you contact someone at Jackson center about your dissatisfaction?

Im sure they are willing to correct it for you..

[Mike Leary]

Wow! I think that's the first badmouth I've heard of concerning Jackson. Maybe that was the first day on the job for the tech?

[moosetags]

My experience at JC was just the opposite. We were very satisfied with all of the work that they did including leak fixes that have reappeared several years later.

Brian

[2airishuman]

Originally Posted by Mike Leary

Wow! I think that's the first badmouth I've heard of concerning Jackson...

not exactly...

my last repairs done in j/c included LEAVING TOOLs on the roof...

every day for 4 days.

even after pointing them out and ASKing to have the tools removed (i had no ladder)...

and being ASSURED "yes we took the tools off"

the tools were STILL UP THERE 1000 miles later.
__________

on the same trip the front beltline trim peeled away (it had be removed for repairs) after about a week of driving...

since 2 TINY pieces of double stick tape were all that was holding it on...
__________

had an AC unit replaced at j/c and a month later discovered that ANYTIME i pulled into a gfci type rv outlet, the breakers would trip...

a/s service center answer "modern trailers WITH gfci wiring cannot be plugged into rv parts with gfci on the post"

"GO TO OLDER CAMPGROUNDs" was the OFFICIAL advice from j/c.

1 year later and much $$$ later, they FINALLY agreed to check out the trailer wiring for issues...

turns out the tech (a 10 year veteran) had PINCHED wires in the airconditioner junction box and created the ground fault SHORT in my unit...

of course THEY didn't offer to pay for the mistake, mileage, time, inconvenience of this issue...

"sorry, we did THAT" was the only solace.
__________

others have reported problems here too, but the + reports far out weigh the -....

and many folks simply have such LOW expectations for rv service, such that ANY good works gets rave reviews...

OF COURSE the service center should do TOP NOTCH SERVICE, it's the friggin' factory HQ folks!
__________

the term "terrible" isn't how i'd describe their efforts...

but might express the frustration and disappointment with what was EXPECTED to be top notch repairs...

there is SO MUCH great positive posted about going to j/c here, that poor outcomes are REALLY disappointing when they happen...
__________

so YES bad service happens even at a/s h/q in j/c...

"what do you expect, they are built by humans, worked on by humans" is the excuse offered.

Originally Posted by GREENovaters

...My rear window let in water around the gasket to such an extent...

IF the gaskets are new, do some diy problem solving....

1. do they look evenly seated all around?

2. are there any GAPS in the gaskets (cut ends connected 2 each other)?

3. when the window is closed how LOOSE/SNUG are the turn latches (they may have been loosened 4 the NEW gasket thickness)

4. is the GLASS WINDOW/frame clean (is there glue or crud anywhere creating a gap)?

5. slip a dollar bill or piece of RIBBON into the window/gasket space then close....

this should NOT pull out easily, recheck every 4-5 inches around the perimeter...

one or both of the latches may need TENSIONING...

6. take some pics and post, visual clues may help solve the problem.

cheers
2air'

[JFerguson]

This is why I do all my own work...if something is screwed up I only have myself to blame.

[kfrere]

We had work done at JC last summer - primarily to repair window leaks, although there were a few other minor jobs as well. We had mixed feelings about the service.

First, the work took the expected two days, but we had to stay in a motel overnight instead of their campground because their transport tractor could not move our trailer around because they aren't familiar with our hitch type. (ProPride. Which we love, by the way, but JC's tractor boy wasn't comfortable hooking up to it.) So, our trailer stayed in the bay overnight instead of being moved back to the CG.

The work done on our windows was very poor. Didn't fix the leaks and was a messy, goopy caulk job. When I saw it I immediately went to a manager who agreed with me and made the service tech completely redo it.

There were a couple of other complaints I had, which a manager quickly responded to. However, I had to be assertive, watch-dog the tech, and insist on better work. Once I did, it was done. We all managed to remain civil to one another in the process.

I also had the benefit of the owner of the company who outfitted our trailer in the first place. He flew out to JC to meet us there and go over the work to be done with JC. I'm not sure how much of a difference he made, but, he did speak on my behalf a couple of times.

Our situation was a bit awkward at times. After all, JC provided the new shell, windows, etc., but another company did the inside. Our JC tech seemed to resent that fact - which I guess I understand since it meant that some of the work went elsewhere. But, I don't think that JC should frown at the opportunity to produce shells and ship them out for completion. That just sells more shells and opens up a new market. The management at JC was very positive about the whole thing; it was the shop tech that seemed to harbor the resentment.

[bredlo]

Originally Posted by 2airishuman

...the tools were STILL UP THERE 1000 miles later.

On the bright side... free tools!

[THEPILL]

Originally Posted by bredlo

On the bright side... free tools!

My thoughts Exactly!

Shane

[Gene]

We've been to JC twice for warranty work and everything was done well. Maybe after our experience at the Airstream dealer, any work would look good.

GREEN', have you contacted them about this? Are you still there?

Gene

[mamu2cal]

Although hearing only good to great reviews from jc, thanks for the input. This forum is the best!
I'm about to have solar installed on our Safari 25'. Any suggestions as to good techs/installers along Colorado's front range? ie.CO.Spgs to Ft Collins.
We'll be in the St. Charles, MO area near Bill Thomas Camper Sales if anyone has had work done there and if they know how to do solar.
Thanks, Cal

[lynn]

Contact Rick March or Dave Schumann at the Service Center and let them know there is a problem and the details. Give them an opportunity before totally writing them off.

[redeagle313]

We had a dinette window replaced two, maybe three years ago at Jackson Center. When we got it home (outside in the sunlight) we could see that the tint in the new window was clearly much lighter than all of the other windows. My husband called the repair manager who essentially said, "Sorry, we did our best."

That was pretty unsatisfying. If memory serves me correctly, it was about $700 to replace the window.

We have considered getting the window tinted to match the others, but to me, that shouldn't be the route we have to go.

Randi