My experience is the same as Ed's. I had a problem with the A/C. A Mobile service guy fixed it. I had a furnace issue, again a Mobile service guy fixed it. They did not need Keystone, since they do not provide coverage for Atwood or Suburban.
The problem I have is with the complete lack of Customer Service Assistance. I had a Emergency Window latch break during "warranty" The dealership has worked for almost 8 months to get a replacement latch. The wrong part 3 times. When they did receive a short handle part, the end was wrong and they said the part I needed was no longer available from Kinro/Thor/Keystone. I have a '14 trailer.
When we bought the trailer we had Mor/ryde X Factor braces installed. Lippert had welded on spring hangers that were 1/4" too wide for Dexter Springs. When I contacted Keystone, their position was that it was not a issue. Mor/ryde and Dexter both agreed the hangers were not in Dexter specs. You decide.
Thus, my next RV will have NO Lippert, Thor products on it. I will probably be buying a diesel pusher a few years old, provide my own warranty, and be done with the complete lack of Customer Service from Thor.
Jim
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2012 Ram Laramie 3500 DRW 4x4 3.73 Tow Max Pkg B&W Companion 60 gal RDS aux fuel tank. 2014 Montana 3150RL, 2 A/C's, Leather, 6 Point Jacks, Splendede WD2100XC, Mor/ryde X-Factor, Duravis 250 tires with TST 507RV monitors. 2 x Honda EU2000's