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Old 06-27-2020, 08:11 AM   #1
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Jackson Center repair experience!

Hello all, I just got back from the Airstream factory service center with my 30 ft. Classic 2019. I just thought I would describe the experience and give you an idea of what to expect with the COVID 19 going on.

First of all, we live 3 1/2 hours away from the factory so we normally just drop it off. That was two and a half weeks ago. We told them to take their time and call us when it was finished. I provided them with a list of items (email list - 21 items!) and we marked everything in the trailer with post-it notes. They liked that!

Not all was warranty repair although most were. So off it went and we parked it outside on the side of the driveway going into the facility.
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Old 06-27-2020, 08:19 AM   #2
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I put on my mask and went through the front door. Airstream has a stand set-up just as you enter for you to fill out a COVID form and walk-in. On the floor, they have distancing markers every 6 feet as you come up to the service window or the main counter. With no one in front of me, I just walked up to the counter and stated I was dropping off my trailer and that I had an appointment.

Brad the service manager walked out of his office and he said Hi Tom! I was surprised that he remembered me as we only met twice before and I was wearing a mask! Dan behind the window said they had my list (I was updating it many times as we found new things) and I checked that he had the updated one. I told him everything was marked (with the post-it notes) and off I went.
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Old 06-27-2020, 08:37 AM   #3
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When we got home I checked to see if they were working on the trailer (Airstream connect GPS) and indeed they had pulled it inside. It remained there the entire time although they pulled it just outside the bay several times.

I got the call that it was done two weeks later. We drove down to get it on Thursday of this week. I ask that they put us up in the Terraport for the night.

When we got there they said, "Do I want to go over it with the tech (Tanner)? "

I said yes and off we went back to the service bay it was still in. I noticed that the bay my GPS had shown it was in, was correct!

Tanner was great to talk with. He went over all the repairs he had accomplished and explained a few things we did not know. They replaced the countertop with a new one as they had to remove it to replace the sink that had fallen. On my last visit there they glued a backsplash piece back on (right by the door) that had broken off from the trailer walls moving. I noticed that when they did this, the glue melted the wall behind it. I let them know I did not want to replace the back wall just for a mark on the rear corner that you can't see anyway.

Tanner explained to me the dealer had never taken off the protective coating on that wall! He did! The wall is surprisingly silver bright and looks great!

Same thing with the Alde panel. We had noticed the panel was not very responsive and that it was deteriorating where we pushed the most. It too had a protective covering on it. He replaced it anyway.
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Old 06-27-2020, 09:00 AM   #4
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The awning controller was replaced as the water that was in the sink and the time it fell, went over the back and into the controller. It also shorted out the CZone controller that sits on top of it. All that got replaced and the awning was adjusted so it would close properly.

The inverter was checked and I wrongly told him that all the GFI outlets would not run on the inverter. He said "right" and then explained that they are not supposed to! I'm taking my one pass here. After all, I had a stroke!

The other items were small and uneventful. We had some rivets that had popped out on the inside, a screen that had to be fixed on the rear window, and a few other minor things like window gaskets needing to be glued.
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Old 06-27-2020, 09:11 AM   #5
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I did ask them to perform 2 extra things. Check my roof for sealant cracks and check the brakes.

The roof was fine.

The brakes, not so much. They had to replace the magnets and turn the drums. While they had the wheels off they noticed the shocks were leaking so they replaced those also, but under warranty.

Total bill, $967.00.

We stayed in the trailer that night and realized the Polk audio system had lost its right speakers (one in the front and one in the rear). We also tested the "clicking" sound and it was still there. Tanner thought it was the awning controller and after replacing, never listened for the sound again. What it was was the heat from the Alde system when it goes under the cabinet (near the sink) rubs on the cabinet and the expansion causes the cabinet to creak. Its a distinct "click" and when Brad had questioned me about it, another tech chimed in and said he knew exactly what it was. They had a bulletin on it!

So off it went again to be fixed.
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Old 06-27-2020, 09:28 AM   #6
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If you have an extensive list of items to be repaired, plan on staying one night longer in the trailer so you can check everything they've worked on.

Don't go on a Friday as they seldom work on Saturdays or Sundays and you will have to stay the weekend to get items that need re-repaired on Monday. Make your appointment for Monday or Tuesday so you can have a full week for them to work on it.

There were few trailers there from customers. The Terraport was empty. That does not mean that the service center was not busy. They kept pulling trailers in from the back lot. Either trailer needing tweaking from the factory or dealer's stock repairs. Most bays were full throughout the day. But it wasn't from the Terraport. In fact, a gentleman showed up and needed his Alde system looked at. They ask him if he had an appointment and he said "No". They told him he needed to make an appointment to get in and that the soonest he could get in was three or four weeks. They ask him to go back to his dealer and see if they could help sooner.
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Old 06-27-2020, 09:31 AM   #7
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Our 2016 Classic has been serviced by our local Airstream dealer once (back flow valve issue with water pump), otherwise, the other issues were minor enough to do myself: replaced handles on pantry doors with push/pull Interstate knobs (now standard on new Classics) to prevent denting fridge door, reattached double-stick-taped loose mirror in bathroom with construction adhesive, replaced 2-piece lug nuts with 1-piece nuts, and tweaking/adjusting a few other things.

Were we lucky with so few problems or were Airstreams built better 4 years ago? Don’t know.

Having visited the mothership and stayed a few days at the Terraport, we were impressed with the efficiency and professional nature of the service center dealing with other rigs that were there for service . We live on the West Coast (with benign 72 degree weather nearly year-round), so we’re happy that our rig hasn’t needed a 2000 mile trip-through the four seasons-for JC servicing (so far). I’m a Minnesotan by birth.

But if it did (on our next x-country trip) we’re glad to hear that all is working well for people like you who need issues addressed at JC.

Last note: I’ve added a drop leaf table attached to the wall between the back of the dinette and sofa. Added the Voyager Camera and TST tire pressure upgrades (standard now I read). Went with the non- powered main awning and oven-delete when we ordered the trailer (happy choices). Don’t feel we missed anything with all the new changes to the Classic. In fact, after owning two previous Airstreams, we feel this is the one to cherish in our retirement.

Hope you have smooth travels in the future!
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Old 06-27-2020, 09:33 AM   #8
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Well, that's about it. Am I happy with how things were handled? Yes, very much so. Tanner was great and knew the product very well. All the guys were very helpful and courteous.

A great experience all round.
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Old 06-27-2020, 10:32 AM   #9
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Tanner was the lead tech on my trailer too. He puts a good face on the company. 3 cheers for Tanner!
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Old 06-27-2020, 10:55 AM   #10
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We had a similar excellent experience at the Jackson Center service center more than a year ago. While initially we were quite perturbed at the lengthy list of items to be fixed on a new Airstream, we came to appreciate Brad and his team very much. I, too, had a prepared list (sent to him before our arrival) and together we first walked through the trailer so he could see what I meant. After the repairs were complete, when we picked it up, they walked through the Airstream to show everything that was done, and we stayed two nights at the Terraport and they made a few adjustments.
IMHO, Brad is the single most valuable staff member that we have encountered at Airstream. He is calm, polite, friendly and very responsive, and has the ability to turn ownerís frowns into smiles.
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Old 06-27-2020, 12:03 PM   #11
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Tom, if you ever get confused about the Inverter circuits again, they are the ones with the light blue "Inverter Circuit" stickers on them. No light blue sticker, no inverter.
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Old 06-27-2020, 12:12 PM   #12
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Great to hear about your positive experience!
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Old 06-27-2020, 12:16 PM   #13
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Thumbs up

Thanks for the detailed update, Tom.

Now for travlin' down some happy trails . . .

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Old 06-28-2020, 11:27 AM   #14
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Hi Turk
We are having the same issue with the ticking by the door next to kit cabinet. By chance do you know how they fix that?
Also sounds like we might have same issue with our Alde screen. Seems like it was melting from where we were pressing on it,especially at the bottom of the screen. Will try and see if the protective covering is the issue there and if that will resolve that.
And we had same issue with backsplash cracking so I guess Iíll check to see it we still have protective covering on wall.
Thanks for the helpful info!
Hunter
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Old 06-28-2020, 03:36 PM   #15
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Quote:
Originally Posted by 69SoulShine View Post
Hi Turk
We are having the same issue with the ticking by the door next to kit cabinet. By chance do you know how they fix that?
Also sounds like we might have same issue with our Alde screen. Seems like it was melting from where we were pressing on it,especially at the bottom of the screen. Will try and see if the protective covering is the issue there and if that will resolve that.
And we had same issue with backsplash cracking so I guess Iíll check to see it we still have protective covering on wall.
Thanks for the helpful info!
Hunter
Hello Hunter

I do not know how they fixed it. I would give JC a call and ask. Let them know it was just done on the Terleski classic.

As for the protective covering on both surfaces, go for it! The wall behind the galley is now almost white it shines so much and as for the Alde screen, if it is "melting" (good description by the way and exactly what are's looked like) just try to peel it off. The dealer should have caught these. But as my wife says, "We have a new bright backsplash!"
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Old 06-29-2020, 07:50 AM   #16
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Iíll be Dang

Thanks for sharing Turk. That made my morning!!!
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Old 06-29-2020, 09:51 PM   #17
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I too am impressed with all the good folks at the Airstream Factory Service Center. Everyone of them. I keep a laundry list of fixits and routine maintenance items for them that I am getting to old for doit your selfing. I always make a summer trip to JC for that purpose. It is alway a most pleasurable experience. I missed going early this year as the pandemic shut down Alumapalooza. We will go in September at the rescheduled event time. You all ought to try it we always see old friends each year.
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Old 07-05-2020, 11:12 AM   #18
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Our experiences with JC ...over 10 years and 2 used and one new trailer...have been very satisfactory ! Sophisticated mechanical devices are imperfect, usually revealed after use. Close tolerances are inherent. In our experience our Airstreams have been “built” over a period of time....Somewhat like our lives...and we’re okay with that. Forum comments reveal more about the presenters than the product. WBAC caravans among experienced Airstreamers are good learning environments for those who observe and listen. New owners are often attracted by style, nostalgia, iconic status, etc. but are operationally a work in progress. Think sailboats, sports cars, airplanes.....
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Old 07-05-2020, 12:00 PM   #19
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Canít say enough good things about JC service center! Well worth the trip to Jackson Center.
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Old 07-05-2020, 12:49 PM   #20
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Jackson Center Repair

Last year we took out FC out to the Mother Ship for a warranty repair on the exterior door & a couple other minor things. Tanner came to our site and in no time fixed everything. No charge. What a wonderful experience. Highly recommend everyone go to Jackson Center for all work .
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