Airstream Customer Service - Kudos

[Hansom-Man]

Just wanted to take a moment and share our recent experience with Airstream Customer Service.

While at this october's ABQ Ballon fiesta rally, we discovered that a section of the bathroom floor in our 2009 23FB was soft and had rotted. I found this really disturbing since our trailer was still young and had been stored undercover for the past 14 months. I was also concerned as the 2 year warranty period had expired 3 months prior.

I called AS customer service directly after discovering the problem. We continued our trip after sending photos and brief discussion on how to handle. When we returned home we contacted AS again they had researched the service options in our area and told us where they thought the best work would be done. They also contacted the repair facility and shared information on the likely cause.

Within 2 weeks the floor was repaired and paid for under warranty with no further discussion or arguement. Needless to say that we were impressed with Airstream's attention to the matter and willingness to stand behind their product.

These days its becoming harder and harder to find companies willing to do the right thing, even with premium items. Kudos to you Airstream for setting yourselves above the rest!

Merry Christmas.

[pattonsr]

Would you mind sharing the name of the repair facility since you are in the Houston area?

I will probably move to Houston in a few years and there does not appear to be any official dealers in the area.

[Bill M.]

That is good news. We have had good service from Airstream at Jackson Center.

[Fly at Night]

What was the cause of the problem? I am assuming they also rectified this.

[Blevi]

Let me offer my kudo's as well. I went to the Airstream web site in the merchandise section to try to find a shower door lock replacement. Not seeing one, I sent an inquiry with a picture of the part I took with my cell phone. I got a response the next day asking me how many I wanted shipped. The piece is plastic and if you unknowingly try to open the door while the lock is even partially engaged it will bend in such a way that it becomes "in the way" almost all of the time. So I suggested that I might need two, but asked what the price was. The Airstream response simply asked for my mailing address, and they'd just send them to me, no charge. WOW! Thank You Airstream!

[ole-red]

Just was reading the above and noticed, you were hunting a repair faculity.....There is a place called North Dallas RV....They have certified technicians that have been doing repairs on Airstreams for over 28 years...I have a bambi there now....They are located in Carollton, Tx. phone number is 972-242-0404. You can look them up on the net...Great people.

Ole-Red.

[dznf0g]

Originally Posted by Blevi

Let me offer my kudo's as well. I went to the Airstream web site in the merchandise section to try to find a shower door lock replacement. Not seeing one, I sent an inquiry with a picture of the part I took with my cell phone. I got a response the next day asking me how many I wanted shipped. The piece is plastic and if you unknowingly try to open the door while the lock is even partially engaged it will bend in such a way that it becomes "in the way" almost all of the time. So I suggested that I might need two, but asked what the price was. The Airstream response simply asked for my mailing address, and they'd just send them to me, no charge. WOW! Thank You Airstream!

As an aside...you can gently heat up this bent tab, hold it in the opposite direction while dousing in cold water and it will readily take your desired set.

[Hansom-Man]

Originally Posted by Fly at Night

What was the cause of the problem? I am assuming they also rectified this.

I'll post the answer to this under the ongoing floor rot thread elsewhere in the forum. That way others can learn & hopefully prevent significant damage to their trailers.

-Cheers