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Old 02-10-2019, 06:21 AM   #1
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Things that make you go hmmmmm.....

Let me start this off by stating unequivocally, totally happy with our purchase of a 2019 International Serenity 23fb. This despite some stressful moments at the dealer, including the rig arriving 2 months ahead of when we were told to expect and our readiness to bring her home. No matter, it's all worked out, yet I have one peeve...

We ordered the salsa interior and indeed, the dinette cushions are a beautiful red....but the throw 4 pillows are all in a brown/beige pattern. Not a good look. Hmmm. The 2019 brochure shows lime, red, and an oyster pillow combo. Seems like no big deal right? Easy to find some nice throw pillows on our own.

Yet....I've woken up this morning with irritation over the reaction of the Airstream rep when our sales guy reached out to question the pillow issue. We were essentially told they ran out of the red/lime/oyster pillows so they included what they had when it came off the line. What they had?? Just paid 70 grand for a TT and that's the reaction?

Not a showstopper, just highly irritating and was a slight joy-kill. Feel better already just posting this 'rant'. Thanks for listening!Click image for larger version

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Old 02-10-2019, 06:32 AM   #2
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Any pictures of the cushions?

We have the salsa upholstery but took away the lime green cushions immediately as they were too slippery and we didn't care for the colour. The reddish ones have an oriental look and are a nice shape and look. The cream are very neutral.
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Old 02-10-2019, 06:42 AM   #3
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Originally Posted by Adventure.AS View Post
Any pictures of the cushions?

We have the salsa upholstery but took away the lime green cushions immediately as they were too slippery and we didn't care for the colour. The reddish ones have an oriental look and are a nice shape and look. The cream are very neutral.
Nope. Was too irritated to take a picture of cushions. I've designed part of our decor around the green color, including towels, kitchen stuff, sheets, so the brown pillows will be trashed.

It's not so much the actual missing pillows as the 'too bad so sad' reaction.
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Old 02-10-2019, 06:45 AM   #4
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We got the salsa and all the pillows. I thought there were too many anyway. They all get tossed on the bed. Maybe the dealer should swap some with another unit for you? My dealer would do that.
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Old 02-10-2019, 06:57 AM   #5
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We got the salsa and all the pillows. I thought there were too many anyway. They all get tossed on the bed. Maybe the dealer should swap some with another unit for you? My dealer would do that.
Our unit had to be ordered, no Serenity or other units on the dealer lot that would be suitable.

My point isnt the pillows themselves, I am more than capable of purchasing lime colored pillows, it's the attitude of Airstream themselves....the 'shrug' and stating they are out of the items that their own sales brochures and videos show.
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Old 02-10-2019, 07:41 AM   #6
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Just going to throw this out there......but if wrong coloured pillows irritate you, be prepared for some major therapy.

The trailer will test your resolve by having systems break down at the most inconvenient times; booking the perfect campsites, only to have your neighbours erect a huge tarp tent blocking your view of the senic river will drive you nuts; other drivers cutting in front of you and brake checking; your first scuff or scratch on the Airstream, (God help you if it's a dent)......the list goes on.

Learn to relax and go with the flow fast, or you'll be hating taking trips and camping very quickly. Nothing tests your resolve more, than packing to go camping; you'll pack too much; your husband will forget things like gas cans for the generator; the list goes on.

Cheers
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Old 02-10-2019, 08:12 AM   #7
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Everyone has a supervisor, even the “Airstream rep” that shrugged off your concerns.
Call Jackson Center and elevate your complaint. I’m sure they’d be interested to know that one of their “reps” is not very responsive to an unhappy customer.
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Old 02-10-2019, 08:37 AM   #8
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Everyone has a supervisor, even the “Airstream rep” that shrugged off your concerns.
Call Jackson Center and elevate your complaint. I’m sure they’d be interested to know that one of their “reps” is not very responsive to an unhappy customer.

This ^^^^^^^!
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Old 02-10-2019, 08:45 AM   #9
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Airstream Contact Info

SerenityVT,
Use this link below to contact the Mothership.
https://www.airstream.com/company/contact/
I'm quite sure they will satisfy you.
Stay tough!
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Old 02-10-2019, 09:22 AM   #10
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Welcome! As you have discovered you will find many opinions here on the Forums. I’m glad you feel better now that you have posted. I won’t put in my two cents as someone already posted what I would do. I am most tickled by both your smiles. Love it! I wish you many happy days and years of enjoyment ahead in your fabulous new Airstream. It’s only just begun. As I say mine have far exceeded the dreams that inspired it. Hope to have the pleasure to see and meet you one day in a campground and enjoy a cold adult beverage by your campfire. Cheers!!!
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Old 02-10-2019, 10:32 AM   #11
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Escalate your concerns

Hi,

I do believe that the pillows you ordered are an important issue for sure! Air Streams whether old or new are expensive and yes can on a good day cost us $ and patience as some of you have alluded to. What I do believe that concerns you the most is the lack of proper response from the AS rep. I do agree with "JMynes" comments and would encourage you to escalate your concerns to the next level and let them know you expect a response to your concerns. Bringing attention to an employee's bad business dealings or attitude might prevent him/her from causing others the same concerns.

Have a great time with your AS and surround yourself with knowledgeable owners and fun folks! Makes life so much easier

Wayne
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Old 02-10-2019, 10:35 AM   #12
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... What I do believe that concerns you the most is the lack of proper response from the AS rep. I do agree with "JMynes" comments and would encourage you to escalate your concerns to the next level and let them know you expect a response to your concerns. Bringing attention to an employee's bad business dealings or attitude might prevent him/her from causing others the same concerns...
I think the OP never talked with an Airstream rep but was merely reporting hearsay from the salesperson at the dealership.
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Old 02-10-2019, 11:15 AM   #13
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I think the OP never talked with an Airstream rep but was merely reporting hearsay from the salesperson at the dealership.
If that’s the case, I still recommend elevating the complaint to Jackson Center. Let the shame of poor customer service land where it may.
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Old 02-10-2019, 04:01 PM   #14
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I appreciate all responses, in particular those who get the 'why'. I am not an easily irritated person, I'm not discouraged and I'm well aware things will go wrong when we actually travel and camp. This isn't that.

There are ways to do things, and ways not to do things. Instead of just throwing some random accessories in the trailer and leaving it to the dealer to explain, how about just not sending any and offer the customer a choice? Heck, I would have probably said no biggie or send me a souvenir tshirt!

I just settled on the TT on Saturday and will be returning for training in a few weeks, so given it is a weekend, I'll deal with the escalation this week.
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