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Old 11-27-2015, 05:29 AM   #21
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We have one Airstream dealership in our area, but they have two locations. I've tried them both. So far my experience is less than satisfactory at both. The common denominator in why service takes what seems like way too long is "we're waiting on parts from Airstream." I've even offered to pay for overnight shipping and have been told Airstream doesn't offer speedy shipping. One of the locations had our unit for 5 weeks. The other would have had it that long, but had me pick it up while they waited on parts. It's been a month now and I'm still waiting for them to call and tell me to bring it back.
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Old 11-27-2015, 05:51 AM   #22
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With two locations one would think they could stock a lot of parts sharing the expense between the two. Car dealerships used to do that. I'm sure AS has a parts package available to the dealers. With experience the dealers should be able to decide what parts they use most and stock these along with any additional parts needed to complete repair. Divide this between two locations, dividing the cost of inventory between the two, that have no reason not to stock most everything needed for maintenance and most repairs. All it takes is an owner and parts mgr with the knowledge and desire to do this. A review of sales records would give them an idea of what parts they are having to order repeatedly and allow them to stock the part. All it takes is a desire for good customer service and a little work to figure out what is needed.
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Old 11-27-2015, 07:20 AM   #23
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Short answer based on my experience is, yes, it matters.

I bought at Colonial because they are great, but far away. I have tried to get service in Stoughton, MA but they won't pick up the phone or call me back.

Oddly, I would have considered buying there if they had called me back.

I think that Stoughton lost or surrendered its dealership since it is no longer listed on the Airstream website as a dealer. I was there last April and the setup was less then impressive (not even an Airstream sign). Not certain where you are located in MA, but suggest trying Profile Stateline in Nashua, Purchased my AS there and a are great guys.
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Old 11-27-2015, 07:24 AM   #24
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With two locations one would think they could stock a lot of parts sharing the expense between the two. Car dealerships used to do that.
Inventory control became something of a lost art with the introduction of "just-in-time" procurement. Now nobody stocks parts that they mightó or might notó need, they just have the parts shipped overnight by FedEx freight. Less expensive in the long run because they don't have to worry about stocking (i.e. buying) spare/replacement parts that they might never use. Especially since the cost of overnight delivery is passed on to the consumer.

Not saying it's the best thing from a customer service point of view, just that it has become standard practice in nearly every industry.
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Old 11-27-2015, 08:00 AM   #25
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Originally Posted by Molinari47 View Post
I think that Stoughton lost or surrendered its dealership since it is no longer listed on the Airstream website as a dealer. I was there last April and the setup was less then impressive (not even an Airstream sign). Not certain where you are located in MA, but suggest trying Profile Stateline in Nashua, Purchased my AS there and a are great guys.

Really? I thought Martin was having his Argosy MH work done there this year? I guess it wouldn't surprise me. When we bought there in 2012, there must have been 30 on the lot. Each year since they've been below 10 and then 5. They seemed more dedicated to the used Fords they were selling. I had warranty work done there (for convenience) and at the factory (geeked out to see the place and also have some custom work done).

To the OP's question...

I've had non-warranty work done at Colonial - knowing what I know now - I wish I hadn't feared the "long" drive to Colonial and just purchased there from the beginning. They really know their stuff. I did set the appointment in advance (not an emergency situation) but was treated like royalty even though I didn't buy it there.

I think a dealer's service department could be their best sales tool. If I'm ever going to buy another, there is no question I'm going to buy from Colonial. If anyone asks me where to buy one, I'm recommending Colonial. Highly recommend them for service too though you HAVE to make a pilgrimage at least once to the Mothership for service 😄

Also note that many of the systems/appliances are standard RV fare that your local RV service department can handle.
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Old 11-27-2015, 08:34 AM   #26
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Inventory control became something of a lost art with the introduction of "just-in-time" procurement. Now nobody stocks parts that they mightó or might notó need, they just have the parts shipped overnight by FedEx freight. Less expensive in the long run because they don't have to worry about stocking (i.e. buying) spare/replacement parts that they might never use. Especially since the cost of overnight delivery is passed on to the consumer.

Not saying it's the best thing from a customer service point of view, just that it has become standard practice in nearly every industry.
The just in time only works if the dealership is willing to order every day for over night delivery and if the factory has the parts in stock. Some won't or can't order everyday because of personnel not having the knowledge or will to do this.
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Old 11-27-2015, 09:35 AM   #27
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If you take it to the only Airstream dealer in Houston Tx -- even if you bought it there you will wait forever to get it back. We bought ours there + I purchase the extended warranty - took 2 months to get the AC unit replaced and yes I did have an appointment. Terrible service.
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Old 11-27-2015, 09:59 AM   #28
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Based upon the issues with both the exterior and interior off our new 2015 23D International Serenity, I truly think the PDI was done over coffee in the lunch room. Even the "wash" job was haphazard.

Since it was a relatively lower priced unit (selling price of $61,500) and was being titled out of state, they figured they would never see it again. It had sat on their lot for over eight months, so there was more than adequate time to have made sure everything was fixed before I got there. The issues were blatantly obvious if anyone was doing an actual PDI checking things.

The local dealership could function as a source of parents, but I use an independent shop, Airstream warranty work qualified, where repairs are accomplished with the parts Airstream should have used in the first place.

Under warranty, the dealer usually replaces a cheap plastic latch with a new cheap plastic latch. How long before it too fails? Enough said.

There are many threads in this forum on how an owner can fix issues themselves and know the job was done correctly with no secondary damage or filthy interior afterwards (my experience).
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Old 11-27-2015, 10:03 AM   #29
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Any recommendations for AS qualified RV repair shop on North Side of Houston Tx?
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Old 11-27-2015, 10:15 AM   #30
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I have a 2014 25 flying cloud twin. I purchased it in the Austin TX area and tried taking it to Houston for service repairs and was told it would take 4 months to work me in to make two recall issues. So back to Austin I went.


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Old 11-27-2015, 10:18 AM   #31
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I have a 2014 25 flying cloud twin. I purchased it in the Austin TX area and tried taking it to Houston for service repairs and was told it would take 4 months to work me in to make two recall issues. So back to Austin I went.


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If you don't mind me asking, what were the two recall issues that were going to take four months to work you in for?

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Old 11-27-2015, 12:42 PM   #32
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Quote:
Originally Posted by SteveSueMac View Post
Really? I thought Martin was having his Argosy MH work done there this year? I guess it wouldn't surprise me. When we bought there in 2012, there must have been 30 on the lot. Each year since they've been below 10 and then 5. They seemed more dedicated to the used Fords they were selling. I had warranty work done there (for convenience) and at the factory (geeked out to see the place and also have some custom work done).

To the OP's question...

I've had non-warranty work done at Colonial - knowing what I know now - I wish I hadn't feared the "long" drive to Colonial and just purchased there from the beginning. They really know their stuff. I did set the appointment in advance (not an emergency situation) but was treated like royalty even though I didn't buy it there.



I think a dealer's service department could be their best sales tool. If I'm ever going to buy another, there is no question I'm going to buy from Colonial. If anyone asks me where to buy one, I'm recommending Colonial. Highly recommend them for service too though you HAVE to make a pilgrimage at least once to the Mothership for service 😄

Also note that many of the systems/appliances are standard RV fare that your local RV service department can handle.
We have two local RV Mobile mechanics - neither of which sell RV's - and both can work on all of the common systems shared by most RV's. Don't believe I'd have bodywork done anywhere but JC or Colonial.

Have to agree with you about Colonial - I was snoozing in the EB when the A/C gave out - the night before signing the paperwork to buy it. When the sales office opened the next morning I was ready to write the check, then head back to Virginia Beach and pick up the Airstream with a new A/C the next weekend. OH NO, said Patrick - we're pulling an A/C off of something new sitting on the lot - you're going home tonight with your Air Conditioned Airstream.

Later I had a problem with my furnace not working - we'd never tested it when I bought the unit - and I was in Ohio so I went to the mothership - where they found NO control board in the furnace. I told Patrick B. about that because as far as I knew it had been missing when I bought it. He offered to pay for the new control board if I sent him the bill, (but since it might have been stolen from my home campground) I decided not to be a witch. Ditto on a water pump, was replaced by a local mobile mechanic within the remaining year on my original warranty... Colonal offered to pay for the part but heck I rebuilt it to have as a spare - (simple even for a left handed klutz.)

PS; One good reason to join WBCCI - many of them have spring maintenance rallies - and I always like to watch someone else fix a problem before I try to do it myself, especially if it is propane or electrical. I was always handy and mechanically inclined, and even though I'm getting older it's not all that hard to do a lot of things myself. Now - Maxim skylight - eeeh NO. I have to remember that falling and breaking a hip does loom over my indefinite future so maybe new curtains IS more my speed.

Paula
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Old 11-27-2015, 01:03 PM   #33
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The mothership

We have family in the Indiana area, and relatives once removed, if that's the proper term, that actually live in Jackson Center, so that's another good reason for us to take our AS to the mothership if we are in need of service work.

I appreciate all the feedback I've gotten from this question so far - very helpful. We are both anxious and excited to pick up our AS next week, and we look forward to what we hope will be many memorable trips, and very few problems or issues that require extended service attention.
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Old 11-27-2015, 01:16 PM   #34
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Years ago when I bought my long gone Interstate at Sanders the generator quit. They took one out of another unit to get me on the road.
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Old 11-27-2015, 02:26 PM   #35
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A&P Vintage Trailer Works in Paradise, TX just northwest of DFW is both a restorer/repair facility and authorized to do Airstream Warranty work.

A&P Vintage Trailer Works | Repair Restore Update Vintage Trailers by A&P Vintage Trailer Works

They have done repairs, cabinet work, custom flooring, custom solar installations, major electrical upgrades and cabinet work on our two Airstreams. They also did a a disc brake conversion on the Classic and converted it to the new See Level tank monitoring system.
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Old 11-30-2015, 08:01 AM   #36
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I would absolutely stay away from Safford RV, Thornburg, Virginia. I bought my 2014 Interstate from them and their service group continues to be pathetic. I have a complete DC electrical failure, winter is coming, tanks are semi full, and the earliest they can have me "drop it off" (which is code for look at it the following two weeks). I have had multiple issues with this company. Their technicians are poorly trained. Another place to stay away from is Vogt RV in Dallas. They just plain don't like to do service. My experience is that it doesn't matter where you buy your Airstream, just get the best price and hope you can fix most of your issues yourself. I made an appointment at Jackson Center, and hopeful they know what they are doing.
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Old 12-18-2020, 12:57 PM   #37
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I know this is an old thread but I have been told Airstream dealers get a premium 20 or 30 percent to perform warranty work on units they did not sell. Can anyone confirm this please? And is it 30 percent?
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Old 12-18-2020, 04:18 PM   #38
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I know this is an old thread but I have been told Airstream dealers get a premium 20 or 30 percent to perform warranty work on units they did not sell. Can anyone confirm this please? And is it 30 percent?


Iíve never heard this. Usually the dealers have asked us if we bought from them first and then if itís warranty work. Priority is given to people who purchase from the dealer first, Iíve even had a dealer give me an appointment and say it may take up to two weeks for them to look at our trailer (even with a scheduled service). They treat scheduled service as basically a parking spot reservation if you didnít buy from them.

Regardless, it seems to be very few and far between for dealers to be able to fit work in in general. We full time travel and over the past 3 years, we have only been to two dealers that were able to get us in within a week of our call. Most were 4 - 6 weeks out.

When we were in warranty, it didnít really matter or speed up our service request.
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