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Old 03-24-2009, 04:47 AM   #1
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Question warranty work

Just thought this was odd.... Have new Airstream and called Airstream dealer in Alachua, Florida to tell them I had purchased my AS from another dealer (Had been negotiating with three dealers} Told them I would like to continue bringing my unit to them for service because I appreciated work they had done oreviously.

They told me they would not do any warrenty work on my AS. I could bring it in for non-warrently work only. They only do warrenty work on units they sell.

During these financial times, thought that was strange,,,,especially since they have previouse done warrenty work on unit I had not purchased from them. Figured they didn't like me getting best deal I could from another dealer. Ok, I will take my business elsewhere.

Is this usual practice for Airstream dealers?
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Old 03-24-2009, 05:44 AM   #2
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Not at all! When we bought ours we had all but the very first of the warranty work performed at another dealer. After that good experience we had the new dealer do mods and upgrades as well. Hope you find a good dealer to work with.
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Old 03-24-2009, 05:46 AM   #3
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Originally Posted by marvinr View Post
Just thought this was odd.... Have new Airstream and called Airstream dealer in Alachua, Florida to tell them I had purchased my AS from another dealer (Had been negotiating with three dealers} Told them I would like to continue bringing my unit to them for service because I appreciated work they had done oreviously.

They told me they would not do any warrenty work on my AS. I could bring it in for non-warrently work only. They only do warrenty work on units they sell.

During these financial times, thought that was strange,,,,especially since they have previouse done warrenty work on unit I had not purchased from them. Figured they didn't like me getting best deal I could from another dealer. Ok, I will take my business elsewhere.

Is this usual practice for Airstream dealers?
Marvinr,
Strange and probably highly illegal. If they are a licensed Airstream dealer and repair facility I believe they MUST honor a warranty claim. Call the mother ship and ask them.
Disclaimer: I am not a lawyer, so this advice may be total bunk.
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Old 03-24-2009, 06:36 AM   #4
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I'd call the mothership, but after that I'm not sure I would go back to that dealer. Kinda like sending your soup back to the kitchen; you don't know what could happen.
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Old 03-24-2009, 08:42 AM   #5
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/I'd call the mothership, but after that I'm not sure I would go back to that dealer. Kinda like sending your soup back to the kitchen; you don't know what could happen.
We agree with this completely. We had warranty work done by our original dealer, which took three rather aggravating trips back to fix something they knew (probably when they sold it to us) wasn't done properly the first time. Since then have been to several other dealers for various warranty and non-warranty work, and reinforce good work/good customer service by going back ONLY to those who meet this criteria---and referring others to them as well.

While not knowing all the ins and outs of obligations of licensed Airstream dealers, we do know human behavior----and "getting back" is one of the hallmarks of a petty and dangerous mind. Being able to trust your service people is just too important.

Good luck in finding a trustworthy dealer near you----or do as we do, and schedule routine maintenance with dealers you like while you are on the road/in their area.
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Old 03-24-2009, 08:58 AM   #6
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Warranty work

Every Airstrean selling dealer, is authorized to do warranty work.

By agreement with Airstream, they must honor such requests even though they "did not" sell the unit.

They could offer an excuse, like we are very busy and can't get to it for 30 days or so, or if the customer comes in with a "laundry list" of nit picking items, or "no" we can't drop what we are doing, but they can say "we can only order parts to be shipped as Airstream may chose." If a customer says "I am in a hurry" then the customer is obligated to pay for faster shipping.

Airstream does pay a dealer their regular shop labor rate, so that cannot be used as an excuse.

Many years ago, we had a fellow come in with a classic motorhome, with a 50 page laundry list. Yes, 50 pages. We repaired every single item to his satisfaction, but somehow someway, he wound up with the coach "free" from Airstream.

We never did learn the details other than he had Airstream in court as well.

I would suggest you notify Airstream, in writing, directing the letter to the attention of Larry Huttle.

Andy
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Old 03-24-2009, 12:24 PM   #7
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There must be a miscommunication here. This dealer does warranty work for other dealers and has had the mothership send customers to them to have work done. They are currently very busy. jim
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Old 03-24-2009, 01:53 PM   #8
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That dealership told me the same thing two yrs ago.
Only emergency warranty work if purchased elsewhere.

Tom W
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Old 03-24-2009, 02:37 PM   #9
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That dealership told me the same thing two yrs ago.
Only emergency warranty work if purchased elsewhere.

Tom W
Sounds like fun and games going on at that particular dealer. My thought is that if what is being said is true, would you really want to take the trailer there anyway? Maybe distance is an issue, I don't know, but if they didn't have a good price on the unit, and are giving you this kind of treatment, I would first contact Airstream and ask them what gives, but even if you do, and get your unit in there for service, who could say what the outcome might be?

My thought would be to follow what you did with your wallet and go someplace else as that place, with that kind of attitude (as two folks have now pointed out similar events from the same dealer) won't be in business very long if they only service what they sell. To me $$$ is $$$. I'd do whatever, but sadly some dealers I have heard (and not just Airstream dealers) can be somewhat territorial.
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Old 03-24-2009, 02:50 PM   #10
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Old 03-24-2009, 03:37 PM   #11
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We have been to this dealership. Couldn't have had a better experience and found their tech extreamly knowledgeable and capable.
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Old 03-24-2009, 05:38 PM   #12
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We have been to this dealership. Couldn't have had a better experience and found their tech extreamly knowledgeable and capable.
Did you buy from them?
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Old 03-24-2009, 06:31 PM   #13
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No we didn't buy from them, however we were southbound on I75 with a disc brake problem that needed attention and we were out of state.. I'm just suprised that they didn't want to do the warranty work.
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Old 03-24-2009, 07:15 PM   #14
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I know that some dealers will give preferential appointments to those who bought from them but I don't believe they can turn away an owner with a warranty claim. I'd make another call to the dealership and go up the management ladder. If you get turned down again make sure you get the name of the person you spoke to and then contact the mother ship. I'm sure they would be interested in your story.

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