Recall question

[JRC]

First thanks to you all for sharing your knowledge on the forum. We purchased a new Interstate last November and have learned much from all of you since then. With luck in a few years, I'll have accumulated a little knowledge and be able to share it the new members.

We recieved the recall notice along with most new owners a few months ago. It instructed us to call our dealer and schedule an appointment. The repair was to take about an hour. When we called the dealer, he said we can't take you for at least four weeks, I'll call you back. He never called after four weeks so we called him back today. Now he says we have to bring the Interstate in for an inspection, after which he will order the parts. Then we can come back in a couple of weeks and he will install the part. We live three hours away with no closer dealer. This would mean 12 hours of driving and at least two days away from work. Is this reasonable for a new vehicle?

Thanks for your thoughts.

Randy

[weirdstuff]

The dealer should be able to look up your VIN number, and see that you're unit is indeed one that was recalled. And then, they should be able to order the parts for you. And when the parts come in, you go in and have the work done.

Seems simple, given that it is a recall, and they know what they need to replace.

I've had some similar hassles with getting work done on mine too.

[joemikeb]

That is pretty much what I have encountered with my dealer on warranty work. Airstream will not authorize the repair or ship the parts until the work has been inspected by the dealer to verify it can be done under warranty. The only difference is I have had to wait six to eight weeks for the initial appointment and in one case the part took four weeks, but it came from Fiamma not Airstream.

[Protagonist]

My experience has been completely different, thankfully. When my 2012 was recalled, the dealer called me (not vice versa) to set up an appointment. They already had the parts in hand when I arrived, and the warranty work was done inside of 15 minutes.

[JRC]

Thanks guys.

Dealer claims Airstream requires an inspection before they can order parts. I think I'm going to give Airstream a call. Anyone know who to contact there?

Randy

[COUNTRYSONG]

Yep -- Call Jim Parrot -- He is the head of customer service for interstates ---937-596-6111 -- Ext 7409 --- He is very good at handeling these things ---

[Protagonist]

Originally Posted by COUNTRYSONG

Yep -- Call Jim Parrot -- He is the head of customer service for interstates ---937-596-6111 -- Ext 7409 --- He is very good at handeling these things ---

That's Parrett, I think.

[73shark]

Yep.

[UKDUDE]

My dealer told me they need to take a look at the gas regulator, make a note of its serial number, and then contact Airstream. Presumably Airstream cannot correlate a specific regulator to a VIN number.

[73shark]

Won't they let you read the number and give it to them?

[UKDUDE]

Originally Posted by 73shark

Won't they let you read the number and give it to them?

They may - if I knew what to look for…..
I crawled under the Interstate on the driver's side - since that is where the lpg tank is located. And I didn't see anything that resembled any gas regulator I have at home (the house or the grill). I suspect it may be located in a very inaccessible place such as between the tank and the floor.

[MILATV]

I am 3 hrs from dealer also. Airstream is sending me the part and I am having a local RV shop install it.

[toskeysam]

While in the shop for a new temp probe for my battery bank, the manager told me they had a new regulator for me. He also said that by the time they got in position to check the regulator, they might as well replace it....the added effort was minimal in comparison to the total effort. Soooooo, I have a new regulator....and battery temperature probe.

[FlaBucki]

I have had a similar run around issue with RV One - the company that bought Bates in Tampa. They told me they have to inspect my rig first before they will know if I need parts replaced, and by the way - they can't get me in for at least two months! Seems outrageous for a propane related safety recall. I am going to call Jim Parrett to see what can be done - will update post as I go.

[Bikerbill]

We got the regulator recall. Leaving on 3 week vacation talked to our dealer, Colonial in NJ. It would have been out of way to go via them so called a dealer, North Trail in Tampa to see if they could/would take care of it. They were happy to handle it and we dropped it off and it was done in 2 hours. Excellent service at North Trail.

[JRC]

Called Airstream and they are sending a replacement to our dealer without an inspection. Called dealer and they seem a little upset we called Airstream. Tried to schedule replacement and dealer won't until they have part in hand. Maybe if they had called us back one of the 4 times they promised... Will keep calling dealer until this is resolved.

Randy

[Protagonist]

Originally Posted by JRC

Called Airstream and they are sending a replacement to our dealer without an inspection. Called dealer and they seem a little upset we called Airstream. Tried to schedule replacement and dealer won't until they have part in hand. Maybe if they had called us back one of the 4 times they promised... Will keep calling dealer until this is resolved.

Randy

When everything is finished, write a nice letter (not a nasty one) to Airstream and give them a review of the dealer's performance. Be honest, but fair— or be fair, but honest, whichever. If you're having a problem with one of the dealers in their network, they'll want to know.

If more people who had bad experiences would do that instead of just kvetching here on the Forums, there would be fewer bad dealers in the network.

But the reverse is true, too. If you get especially good service, write and tell Airstream about it. They want to know that, too.

[weirdstuff]

Originally Posted by Protagonist

When everything is finished, write a nice letter (not a nasty one) to Airstream and give them a review of the dealer's performance. Be honest, but fair— or be fair, but honest, whichever. If you're having a problem with one of the dealers in their network, they'll want to know.

If more people who had bad experiences would do that instead of just kvetching here on the Forums, there would be fewer bad dealers in the network.

But the reverse is true, too. If you get especially good service, write and tell Airstream about it. They want to know that, too.

Husband and I are gonna have to sharpen our pencils this weekend and start writing, 'cause we def have a lot to write about!

While y'all are writing, don't forget to tell Airstream that they need to relocated that silly low hanging box of stuff with the propane switch in it!!

[JRC]

Sorry, didn't intend to make this a dealer bashing thread. Thanks for all the help. I think I see light at the end of the tunnel and I don't think it's the train.

Randy