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Old 12-04-2011, 04:10 PM   #1
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Thank you Airstream Customer Support.

On a recent grouse hunting trip to the UP of Michigan one of the Aluminum wheels on my 2008 (build date April 2007) Airstream developed a large crack across one spoke. I called Aistream customer support to find out what company manufactured the rim so I could get a warranty replacement. I talked to Jim Parrett who told me that particular rim was manufactured by Greenball and he offered to contact them on my behalf. When he talked to them they said they had a two year warranty policy and that particular rim was no longer manufactured and unavailable. So I was out of luck. Mr Perrott gave me the bad news and then asked me to send him pictures of the crack in the rim. After he received the pictures he called me and said that was a really bad looking crack and that he was going to forward the pictures to Greenball. After several emails and follow up phone calls by Mr Perrott Greenball admitted that they had a small number of that model rim still available and they would send me one if I would agree to pay the shipping cost of $14.04. Mr Perrott got me a much better deal than I would have ever gotten on my own. Airstream's Mr Perrott provided me with excellent customer service for which I am very grateful.
Richard
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Old 12-04-2011, 04:16 PM   #2
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It's always good to hear about good customer service. It has been my experience with JC as well.
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Old 12-04-2011, 04:19 PM   #3
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Your purchase date of the unit was?
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Old 12-04-2011, 04:34 PM   #4
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Jim has always been a person of positive actions, and not excuses.

It's people like him, that makes Airstream what it is.

Andy
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Old 12-04-2011, 04:35 PM   #5
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Clancy boy
The purchase date of my trailer was May 1, 2007. So the rim had been used about four and a half years, and about 27,000 miles of travel.
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Old 12-04-2011, 05:20 PM   #6
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It's nice to hear positive things about JC.
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Old 12-04-2011, 05:42 PM   #7
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Well then, I will give credit where credit is due. They stepped up and supported a customer in a good way. Those rims are hard to get this far after the production run. Your only other option wuld have been to buy a used one of unknown history.
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Old 12-04-2011, 09:52 PM   #8
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We had similar positive experiences with Jim Parret (and others at JC), when we had a few issues with our unit. They have always made us feel like valued customers and didn't ignore our concerns.
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Old 12-04-2011, 10:24 PM   #9
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I also had a hairline crack like yours on one of my 2002 ASCL 31' wheels out of warranty. I got to Jackson Center for other ongoing AC warranty work on my way to Oshkosh, WI, and showed them the failed wheel which I told them I didn't believe should have failed in that way and thought it was faulty manufacturing. They had a wheel in inventory and replaced it at no argument and no cost. They are good people!
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