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Old 05-18-2013, 09:00 PM   #15
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Stopped by the new Airstream Dealership in Fairfield today to check it out. Its huge, must have 50 trailers, all inside a gigantic warehouse. Good to have a dealership in north SF bay area.

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Old 05-18-2013, 10:59 PM   #16
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My wife and I have previously met the owners and we purchased our AS from the "Portland" store....we were one of their first customers.

This is a first class operation, folks. The sales reps are very knowledgeable, the service department is top rate, and they treat their customer base the way we all think a customer base should be treated--with courtesy, commitment, and flexibility.

Frankly, I cannot recommend them highly enough! Happy trails! Zigi
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Old 06-28-2013, 01:18 AM   #17
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Sadly, a very different service experience to report. I called them 4 weeks ago about a broken window on our 2012 19' FC and was assured on a Thursday I'd get a call back the next day. No call. Followed up the next week. No call back. Followed up the next week and the receptionist admitted they were overwhelmed in the parts and service department. I explained how long I'd been waiting and that I would have to go elsewhere if no one got back to me. I got a call back that day and was asked to email VIN and window dimensions (which it kinda seemed they should have known) which I did. No response. Followed up with an email the next week. No response. Called today and talked to the guy I'd emailed who called me by the wrong last name and had NO recollection of my inquiries over the past MONTH! He said they had a lot of trailers backed up and had to prioritize. The message? You're not a priority for us. Message received.

Called Toscano which is another couple hours away from us and spoke to a very helpful guy. I'm expecting a call back tomorrow with a response from JC about a warranty claim and availability of the part. I sure hope it's not another month!
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Old 06-28-2013, 01:48 AM   #18
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Seems like a common experience: http://www.airforums.com/forums/f224...ml#post1308580

I had two separate interactions for parts and service that resulted in zero response by their staff.
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Old 06-28-2013, 08:19 PM   #19
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Heard back as promised today from Toscano who had contacted Airstream on my behalf regarding a possible warranty claim. Unfortunately, they reported that AS had denied the claim but he gave me the number of the rep he spoke to there. I talked to him but basically, broken glass is pretty much never covered unless there's an indication something was installed wrong. Toscano is going to order the part and have it drop shipped directly to me. It won't be cheap, but I've made more progress in two days with them than I'd made in 4 weeks with Bay Area.
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Old 07-07-2013, 09:57 AM   #20
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Quote:
Originally Posted by AdamB View Post
Ok, it's opening next month in Fairfield, California. They will be Airstream Adventures Northwest's newest dealership. I ordered some parts today from their Portland store today because my local dealer (Toscano) doesn't have anybody on hand who knows how to return a phone call or an email. I'm looking forward to their grand opening as it will be much closer to me and I hope they are as professional as the folks in Portland are.
My 2012 27FB International has been in their shop since June 24th. Since it's still in the shop the jury is still out but I can tell your at this point they do not return phone calls, they don't return emails. I'm just about ready to do up there with my TV and retrieve my trailer.

All I want is occasional updates and the courtesy of returned phone calls so far I'm not getting that from Fairfield.
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Old 07-09-2013, 10:31 AM   #21
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I would like to thank all of you for taking time to explain the issues that have occurred recently. We regret any inconveniences that any of you have experienced, and we assure you that we are anxious to retain all of you as satisfied customers.
Our General Manager, Service Manager and Myself are reviewing the information that was posted and we are adjusting our procedures and staffing levels to fulfill the amount of Parts & Service requests we are receiving.

We would really appreciate the opportunity to speak with all of you and listen to your input; along with letting you know how we are growing and what we are doing to keep up with the demand. Please PM me for my contact information.
We look forward to speaking with you,
Skylar Nelson
Sales Manager
Bay Area Airstream Adventures
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Old 07-10-2013, 12:26 PM   #22
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PM sent.
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Old 07-10-2013, 03:00 PM   #23
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Originally Posted by Skylar View Post
I would like to thank all of you for taking time to explain the issues that have occurred recently. We regret any inconveniences that any of you have experienced, and we assure you that we are anxious to retain all of you as satisfied customers.
Our General Manager, Service Manager and Myself are reviewing the information that was posted and we are adjusting our procedures and staffing levels to fulfill the amount of Parts & Service requests we are receiving.

We would really appreciate the opportunity to speak with all of you and listen to your input; along with letting you know how we are growing and what we are doing to keep up with the demand. Please PM me for my contact information.
We look forward to speaking with you,
Skylar Nelson
Sales Manager
Bay Area Airstream Adventures
I was pleased to receive your email and to meet Steve today when I picked up my trailer.

Ken did a great job of listening and understanding my needs.

Good luck,
Mark
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Old 07-10-2013, 10:15 PM   #24
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Originally Posted by xo1rider View Post

I was pleased to receive your email and to meet Steve today when I picked up my trailer.

Ken did a great job of listening and understanding my needs.

Good luck,
Mark
Thanks Mark!
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Old 07-15-2013, 10:23 PM   #25
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Well I hope the initial problems of this new dealership have been adequately addressed by the management.

My guess is that Bay Area Airstream opened at a time when the economy started (somewhat unexpectedly) improving suddenly and they must have underestimated the number of Airstreams in need of service around here. There's always a long wait for service appointments in the spring and summers lately at any RV shop... so while their timing was great, it was also during the spring rush to get all the rvs repaired before summer. Apparently, they got slammed... like all the other RV repair shops do at the beginning of the summer RV season.

I haven't visited Toscanos OR Bay Area Airstream. On the several occasions when I attempted to work with Toscanos in the past on three occasions, I was never contacted back. Well, they did end up finally returning my call two months later (after I had already received my parts from Airstream Adventures in Portland). And it appears they are returning everyone's calls now that Bay Area Airstream has opened their doors. So I'm also going to guess that perhaps Toscanos figured that they'd better step up their game or lose business. Nothing like a little competition to keep everyone on their toes.

Hopefully I will get the opportunity to visit both dealerships soon.

I just wish I could get my parts directly from Airstream though.......
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Old 07-16-2013, 06:29 PM   #26
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It's a beautiful thing when there's competition.

Having been a customer of both Toscano and the new dealer in Fairfield to my mind the jury is still out. Geography is a big factor and for me it's 105 miles to Los Banos and about 64 miles to Fairfield.

That being said the extra 40 miles or so will not be the determining factor. Fairfield bent over backwards to address my concerns once I voiced them on this forum and I take them at their word that they want to give good service.

Truth be told once my warranty expires in October I will probably look for a shop closer to home than either A/S dealers.
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