AS Current Quality of Workmanship

[panamerican]

Originally Posted by Hyo Slvr

AS now offers a 3 year warranty.

Have you ever looked at the restrictions on that now 3 year warranty....same as the old 2 year. IIRC, there are a bunch of loopholes as to what is actually covered and what is not covered under a "maintenance issue" or 3rd party manufacturer issue.

Really glad you've had great service, but what if you were one of the lucky ones to get massive fillform corrosion and were told your warranty didn't cover it on your 3-6 month old trailer..... yup, that has happened.

What if something goes wrong with a 3rd party piece of equipment? It's my understanding those warranties are independent of the Airstream warranty, unless of course you are able to get to Jackson Center, where a lot more is able to be done for customer convenience, but that isn't always the case outside the Jackson Center service center or dealers from where you did not buy your rig. With certified Airstream dealers few and far between, the support gaps as well as talent levels vary widely too, so in one area you have ACME Rockstar dealer #1, but go 300-400 miles away (or sometimes further to find a certified service center--- and one that you can actually get in during the season), and let's call it ACME Roadie #2 isn't as good and so there is no consistency and no ability to go to another dealer not too far away to try your luck like you can a automobile.

Blanket statements can be dangerous, but if threads like this are not to your liking, you do have the option not to read or better yet add to your ignore list, but please don't discount people's exp because they differ from yours.

[skyguyscott]

In customer service circles, the root of many problems is that the reality of the customer experience does not match the customer expectations.

This is why "managing customer expectations" is a thing: a big thing companies large and small do to keep the temperature low, avoid lawsuits and bad reviews.

I do think it is true, fair or not, that many new customers, having just outlaid what for them is a sizable and significant chunk of change to purchase, what, in their view, is a product of luxury and comfort and style, are disappointed to find numerous flaws of various degrees of seriousness.

And even if Airstream tries to "make it good" via their warranty, the brand reputation has already been damaged in their view; what they took delivery of did not match the customer expectations -- indeed, the very expectations Airstream marketing works hard to inflate.

Airstream customers tend to skew older, meaning they have brought houses and cars before in their lifetime, and will compare their Airstream purchase to those other purchases of similar cost. And since we are conditioned to associate cost with quality, Airstream often comes across as a poor value in those cases where customer expectations are disappointed.

So in order to have happier customers, Airstream must manage customer expectations to match customer experience, and/or work really hard to have the customer experience exceed customer expectations. (This is exactly how Apple used to create legions of fiercely loyal customers/fans/cult followers, depending on your point of view)

Two ways to do this: be more honest and forthcoming in your marketing about the numerous flaws Airstream may or may not "make good" upon delivery, or work to eliminate the flaws that disappoint customers and damage the brand reputation.

[SYC2Vette]

Originally Posted by panamerican

Buy a Benz, Porsche or Ferrari (similar price structure to Airstream) and you have a higher expectation.

Last night we were following a brand new Benz (with temp plates) and one of the taillights was not working. With this thread very much in mind I had an extra laugh about that. Although I am a Ferrari fan in many ways (and yes, new Corvettes have more bang for the buck IMHO) they apparently have many reliability problems especially related to transmissions over the last decade, also cosmetic degradation problems. Pretty much expected you will pay about $1.00 a mile for maintenance and repair. Just sayin'

[mkcurtiss]

Originally Posted by farafield

I just want to chime in... I've been very happy with my AS. I bought her sight unseen from a dealer hundreds of miles away (not a good idea as I later learned) but everything has worked well. I guess I was lucky. Or the dealer was excellent. (I'm going to write them a note to thank them for their good work.) My main beef as I just wrote on another thread is that it seems to be set up for full hook up, not for boondocking. The quality of the components that are needed for boondocking are cheap and I will end up replacing them and throwing them away which I hate. I understand that they have to keep weight down, costs down, while promising a kind of luxurious product. It probably would be a good idea for them to do an online survey to find out what people like most and least about their AS because it seems like they are trying to do too much, meet too many different demands. I wonder if cutting back on the number of offerings--maybe three or four sizes/layouts and having a luxury/hookup model and a boondocks model for each size. Boondocks model being "component empty" plug in ready so you can add your components easily without having to be an electrician/carpenter, including the converter, inverter, charger, battery monitor, toilet.

In your case, I can answer your question, with full confidence that Airstream will agree.....

An Airstream travel trailer is not manufactured with the "boondocker" mentality forefront....It is manufactured with the "glamper" forefront, with the majority of attention given to style, luxury, class, as opposed to , "roughing it in the desert".....thats not to say that they do not care about boondocking......but it is not a priority. The priority is providing a product that speaks of "Elitism"......and I think for most of us, if we search ourselves in the secret place, we must admit, that we bought Airstream because we wanted the finest, classiest, sleekest thing out there, and there is no question, that Airstream is it......Oliver is a joke.....they are ugly and goofy looking, and do not even begin to compare to the pinnacle of class, The Airstream.....

[mkcurtiss]

irstream customers tend to skew older, meaning they have brought houses and cars before in their lifetime, and will compare their Airstream purchase to those other purchases of similar cost. And since we are conditioned to associate cost with quality, Airstream often comes across as a poor value in those cases where customer expectations are disappointed.


This is an overstatement, IMO....there are a few customers that have had numerous issues, and for whatever reason, found the resolution unsatisfactory.....

In an earlier post, it was eloquently spelled out how unpredictable and unreliable human emotion is....Bobbie joe paid what he thought was a lot of money for something, and it was "just awful" !......when becky sue bought the same thing, had the same issues, and is " totally in love" with her purchase.....Humans of different types perceive these issues differently, and as such, relay them on to to others in vastly different contexts......

In the past 33 years, as a contractor, I have seen people get absolutely incensed, at the smallest, most ridiculous bunch of nothing imaginable.....to the point that they are reduced to tears and need medication....at the same time, that exact same criteria , applied to a different person, is an absolute nothing, merely a small detail that requires the smallest of attention, then onward with life , love , and the pursuit of happiness......the whole issue beckons the lyrics to the Billy Currington song, " God is great, Beer is good, and people are crazy"......as for me, I want to have fun every day, and little stuff like my fresh water pump fuse blowing is not going to take it away !

[SYC2Vette]

Originally Posted by mkcurtiss

In the past 33 years, as a contractor, I have seen people get absolutely incensed, at the smallest, most ridiculous bunch of nothing imaginable.....to the point that they are reduced to tears and need medication....at the same time, that exact same criteria , applied to a different person, is an absolute nothing, merely a small detail that requires the smallest of attention, !

Yeah, funny our contractor went ballistic at a sub when he cut too large a hole in our expensive carpet for an A/C register, then I pointed out we could just use a register with a larger flange and all was good. Folks sometime need to chill however I did appreciate the contractor picked the best subs and was very finicky. Billiard table flat drywall, seamless rounded trim, and the electrical guys wiring and conduit looked like it would have been exposed in a show car it was so neatly installed.

[John&Vicki]

I like the excellent point made about setting expectations. Anyone who has been engaged in sales knows what the poster is writing about as they are in the line of fire. Many longterm successful salesmen have mastered the art of under selling, i.e. setting the customers expectations lower that anticipated results.

One of the things that complicates the setting of expectations is marketing. They operate on a more remote level, almost with impunity. These are the folks who bring you the Airstream ads with a beautiful couple enjoying their wine while the sun sets majestically over snow capped peaks. Or the beautiful family, always parked next to a lake or on a beach, with the kids running around gleefully while the parents look on with wide smiles. Well, I don’t know about you, but I haven’t found idyllic moments to be that frequent or last that look. And they usually require some effort beforehand.

And one other thing... Marketers have trained us to equate high price and luxury with comfort and ease of use. Which is, of course, far from the mark when dealing with a luxury RV. Should we stay hitched or unhitch? It’s such a hassle. Shouldn’t RV parks have attendants for that? Cooking in the trailer sure stinks it up. Why don’t all parks have decent WiFi? Why is dumping such a hassle🐇Shouldn’t dump stations have attendants for that.

Luxury is a bit elusive when you’re camping/RV’ing. It’s not like buying a Benz and going for a drive. Many folks are inevitably disappointed when they discover that. And the blame has to go somewhere.

[JonDNC]

Originally Posted by vintageracer

Think of it this way:

The purchase of a NEW Airstream trailer is a lifelong dream for many old and new Airstreamer's.

How many $100,000 plus individual single items have you ever purchased in your life?

For most folks the answer is ONE and that single item would be their personal home/residence.

IF you purchased your home NEW I'll bet you still got a PAID PROFESSIONAL HOME INSPECTION prior to your purchase of that NEW home AND you took a good long look during the pre-purchase walk through prior to closing the purchase contract on that new home looking at and outlining every little deficiency you could find along making a BIG punch list for the needed repairs.

Just like with an Airstream you also got a 1 year warranty with the purchase of your NEW home. If and when you had a warranty issue that needed repaired I'll bet you would NOT accept a 1-3 month wait for an appointment for that warranty repair. Your not going to have to take your Home back to the mothership (Jackson Center) on your dime to git it fixed. What if this warranty issue with your new home is something that may render your new home uninhabitable or unusable for that 1-3 month period of time? I'll bet you would NOT accept that time frame for repair yet we hear far to many of these warranty repair War Stories in the RV industry where the trailer is unusable or uninhabitable for that period of time and that includes Thor/Airstream.

Therefore WHY would you accept that kind of treatment from Thor/Airstream or your Airstream dealer for warranty repairs on your new $100,000+ trailer due to the manufacturing issue that may make your Airstream unusable?

Why didn't you pay a PROFESSIONAL Airstream Trailer Inspector to complete a detailed Pre-Purchase Inspection on that NEW Airstream trailer prior to your purchase that might find a HUGE problem or issue?

Why did you rely ONLY on your own personal inspection of that $100,000+ Airstream trailer purchase when in reality you personally know as little about that trailer your buying as you did about that new home you purchased?

After all isn't that why you hired a PROFESSIONAL Home Inspector to inspect your home prior to purchase to insure your would not be in that situation?

Airstream, the dealer and just about everyone else involved in the purchase of a NEW Airstream trailer KNOW that this purchase might just be the realization of a lifelong dream. They also know short of a TREE falling on this new trailer at the dealer lot there hardly a snowball's chance in Hell that you are backing up and NOT purchasing the trailer no matter what problems it has.

I suggest in our efforts to fulfill that lifelong dream of NEW Airstream ownership many buyers are accepting of problems or issues on this very expensive purchase that they would NEVER ACCEPT with any other $100,000+ purchase they have ever made in their life.

Let the buyer beware and remember YOU the buyer have the control UNTIL you let go of "Da Money". Don't let go of "Da Money" until you are completely satisfied with your purchase and have truly completed ALL the necessary steps prior to the purchase of this $100,000+ item. After that most bets are off!

REMEMBER IT'S $100,000+ your spending for this dream!

Make absolutely sure your not buying a $100,000 Plus NIGHTMARE!

If it costs you a few EXTRA Dollars prior to the purchase to make sure everything is good to go so be it. SPEND DA MONEY!

REMEMBER it's $100,000 PLUS you might be spending for this Airsteam dream and you ain't buying it from WalMart where you can use it for 60 days and then return it with the box open and parts missing just cause ya want to!!!

So the professional inspection on my house that missed two chimneys that needed to be relined, wouldn’t inspect nor look at septic, or appliances. Right that’s the ticket. No warranty on house.

Airstream, I inspected, so far no issues with 3 year warranty. No complaints.

Ooh and made more than 1 purchase over your threshold. The new truck was almost that.

Guys not they are perfect, but far better than most. You really want headaches buy a new boat.

[John&Vicki]

An idyllic moment...

[John&Vicki]

Well, I exaggerate a little...

[SYC2Vette]

Originally Posted by jondnc

guys not they are perfect, but far better than most. You really want headaches buy a new boat.

lol!

[mkcurtiss]

Originally Posted by John&Vicki

Well, I exaggerate a little...

Surely this photo is not real !

[skyguyscott]

Originally Posted by John&Vicki

An idyllic moment...

What you see in AS marketing materials....







Reality:

[Pgb9372a]

I’m sure no one from Airstream is going to read this but many of the components ,especially the one most people don’t see, are very cheaply designed. Circuit boards, the front window guard fasteners. The more I look the more disappointed I am.

[GMFL]

Originally Posted by Pgb9372a

I’m sure no one from Airstream is going to read this but many of the components ,especially the one most people don’t see, are very cheaply designed. Circuit boards, the front window guard fasteners. The more I look the more disappointed I am.

What trailer do you have? I just bought my second trailer a 2020 GT and I’ve been through it deeper than most would ever dare to go an I’m Impressed with the quality of materials and work coming out of the New Factory.

Really impressed

[Phantom98]

Originally Posted by GMFL

What trailer do you have? I just bought my second trailer a 2020 GT and I’ve been through it deeper than most would ever dare to go an I’m Impressed with the quality of materials and work coming out of the New Factory.

Really impressed

I have a 2020 Classic 30 delivered December 30 2019. I've been through it pretty deep myself. The quality is not very impressive at all. Especially the plumbing and wiring. Mine must have been built at the old factory.

[GMFL]

Originally Posted by Phantom98

I have a 2020 Classic 30 delivered December 30 2019. I've been through it pretty deep myself. The quality is not very impressive at all. Especially the plumbing and wiring. Mine must have been built at the old factory.

Not sure. Mine was ordered on October 31st 2019. My start of production date was March 3rd and it came off the line March 6th.

Production in new plant started on Jan 2, 2020

[ROBERT CROSS]

Posted AS Forums 2006... 🥴

A LITTLE HISTORY….. MY WIFE SANDRA AND I HAVE BEEN STREAMING SINCE 1989. OUR FIRST WAS A 1963 22 FT. SAFARI. (kind of wish now it was still sitting on the pad) WE PURCHASED OUR 2003 25' CLASSIC IN JUNE OF 2004. BUILD DATE FEB. O3. NOW FOR THE GOOD STUFF.....

ITEMS NOTED BEFORE TAKING DELIVERY THAT WERE FIXED BY THE DEALER.

1) BOTH FRONT SEGMENT PROTECTORS SCRATCHED AND DENTED.

2) REAR BUMPER COVERS CRACKED.

3) ACCESS DOOR UNDER BATHROOM SINK WOULD NOT OPEN, REPAIRED BUT SIEZED SOLID AGAIN BY THE TIME WE GOT HOME FROM THE DEALER.

4) PANTRY SLIDE-OUT OFF BOTH TRACKS, REPAIRED BUT FAILED AGAIN WHEN LOADED ON OUR FIRST TRIP. Took pantry out, removed slide tracks, removed all ball bearings and divided equally between tracks, AS sent replacement tracks, holding as spares until needed.

NOW FOR THE Q/C AND PDI STUFF... IT'S IMPORTANT TO NOTE THAT ALL CONCERNS LISTED WERE REPAIRED BY MYSELF. THE SELLING DEALER HAD CLOSED.

1) THREE OF THE CLEARANCE LIGHT BULBS.

2) TWO STORAGE COMPARTMENT LIGHT BULBS.

3) TWO SCREEN DOOR PROTECTOR SCREWS MISSED THEIR MARK.

4) BAD VIBRATION IN LEFT FRONT SPEAKER, AGAIN MOUNTING SCREWS MISSED THEIR MARK. SCREWS REPLACED WITH VELCRO TAPE. CLOSE OUT PANEL NOW EASILY REMOVED.

5) WATER PUMP FAILURE CAUSED BY A SEPARATED WIRE INSIDE THE INSULATION WHERE WIRING ENTERS THE PUMP HOUSING….. FAILURE OCCURRED ON OUR FRIST CAMPING TRIP.

6) A MULTITUDE OF PINHOLES IN ACCORDION SHADE OVER SINK.

7) WATER LEAK AT SHOWER MANIFOLD CAUSED BY COLD WATER LINE BEING TOO SHORT.

8) THREE PLASTIC LATCHES FOR CLOSET DOORS AND TWO STORAGE COMPARTMENTS INSTALLED POORLY, MISALIGNMENT, CAUSING LATCH FAILURE.

9) STOVE IGNITER KNOB CRACKED/FAILURE.

10) BATHROOM MIRROR LATCH.

11) … HOLD DOWN SCREWS FOR CONVERTER MISSED THEIR MARK.
SLOPPY/NOISEY WATER PUMP INSTALL & WIRING. INSTALL RUBBER ISOLATION MOUNTS, RE-ROUTE AND SECURE WIRING HARNESS.

12) WATER HEATER<> THERMOSTAT NOT CALIBRATED<>SCALDING TEMP.

13) FRIDGE INTERIOR LIGHT INOP, SWITCH ARM CRACKED

14) KITCHEN SINK SPRAY HANDLE CRACKED,LEAKING WHEN USED.

15) CONSTRUCTION DEBRIS FOUND THRU-OUT TRAILER. BIC LIGHTER & CANDY WRAPPER UNDER RUG IN STREETSIDE REAR COMPARTMENT.

16) AC SHROUD, SKYLIGHT, FF VENT ALL CRACKED AT SCREW MOUNT HOLES FROM IMPROPER INSTALL. Overtightened.

17) BLACK TANK VENT LEAKING, POOR INSTALL/CAULKING. MISSING SCREWS.

18) WATER LINE FITTING UNDER BATHROOM SINK CROSS-THREADED, CRACKED, LEAKING.

19) FILIFORM CORROSION

20) CLEARCOAT PEALING FROM ENTRY DOOR HINGES AND BATTERY DOOR SURROUNDS.

AIRSTREAM DID SEND US THE NECESSARY ITEMS TO MAKE THE REPAIRS ON SOME ITEMS:
WATER PUMP, SHADE, LATCHES FOR CLOSET AND STORAGE DOORS. NEW
DOOR FOR BATHROOM ACCESS, SLIDE FOR PANTRY.
OTHER NECESSARY ITEMS PURCHASED FROM CAMPING WORLD.
I NEVER RECEIVED A CSI REPORT FROM THE FACTORY, OR ANY FOLLOW-UP AT ALL.
THE FACTORY QC WAS LACKING, BUT THE DEALER MUST ASSUME SOME OF THE RESPONSIBILITY FOR A VERY POOR PDI. WELL I GUESS THAT JUST ABOUT COVERS IT, EXCEPT TO SAY I WAS MORE THAN A LITTLE DISAPPOINTED IN THE WHOLE EXPERIENCE!
__________________
 LOST IN THE SIXTIES
"Airstream….The "Kohoutek" of travel trailers."
RLC

Bob
🇺🇸

[GettinAway]

I’m very happy with my 2020 Globetrotter 25FB Twin. It’s our third AS (2004 19’ Bambi, 2011 23FB FC). This one seems better than either the 04, or the 2011. About 40 nights in it since Feb.

[TheCols]

Originally Posted by turk123

Well, you can call me a fanboy, but I still believe that Airstream makes a very nice trailer. There are some horror stories out there, but when asked, Airstream will take care of the issues. Sometimes I think it is mostly affected by the attitude of the owner.



I am a proponent of learning as much as you can about your trailer and fixing as much as you can. You can cry bloody murder to the dealer that the drawer won't close properly, you can schedule your trailer to be worked on and you can complain about the three months you have to wait, but you can also find out why it doesn't close and fix it yourself. Once fixed by you, you can fix all of the drawers in your trailer if this happens again. You've just learned how to fix drawers.



There are things that are wrong directly from the factory, but Airstream is now giving you a three-year warranty to have it made right. We sometimes think our trailers should be perfect for the money we spent. Maybe the dealer should be going over the trailer more before you purchase it, or maybe you should be going over the trailer before you purchase it.



For those living somewhat near Jackson Center Ohio, I would make an appointment the day you pick up the trailer! It will be three months out, but you can get everything fixed that you don't want to fix yourself and or at all. JC has fixed all the tough issues that I could not do with no question asked and they seem to do everything very well. A good example was this last time (first warranty service) we had a seal in the toilet that leaked. I was going to replace it, but since we had the appointment at JC, I ask them to. They could have said it was not a warranty item, but instead, they replaced the whole toilet under warranty.



This is no different than any other vehicle or product we buy. The more complex, the more issues can crop up. Remember your first computer? Wonderful devices if you had computer experience, but without that experience, things go very bad.



It appears that Airstream has seemed to have dropped a notch in quality control. They make a lot of trailers now. That's no excuse but it may account for the perceived issues that seem to appear and some of the wild design flaws that show up from time to time. My question to you is, "Are you asking for the product to be "perfect" and is that affecting your attitude about the quality issues"?



I'm not "perfect" and I don't expect my trailer to be perfect. My attitude makes life easier. It will get fixed whether I do it or I have Airstream do it. I suggest you learn to fix all you can. Most things are very inexpensive if done by yourself and surprisingly simple in most cases. It also avoids the trip to the dealer who, unfortunately, may make things worse.



Get to know your trailer and lighten up. Life's too short. (Stepping off the platform - this should be in the new pet peeve thread started!)

You nailed it 100%.