We have a 2002 Montana that we bought in June of 2001.
Early on, our 2002 Montana had problems with the decals. The dealer and Keystone said it wasn't their problem. Our Keystone was also less than 2 years old.
Now, here in 2008, we are at the point that we need almost a FULL set of decals and I decided to try to obtain decals again. Another MOC member (HamRad) with the same year/model Montana asked if I would keep him informed as they needed new decals also.
I contacted Keystone and talked with the "head" of Customer Service three times. She said that the 2002 decals were out of stock and even if they did have some, I was on my own.
I also contacted several dealers in two different states. I was quoted from $800 to over $1200 for a FULL set of decals. Where the dealers got their information from to be able to quote me a price, I don't know.
I finally contacted the manufacturer of the decals (Burlington Graphics). They were extremely nice. In fact, I'd say their customer service was fantastic. They were out of the 2002 decals but went back into production and produced two new sets of decals for us. I know it couldn't have been cheap for them to do that but they only charged us $280 per FULL set decals. Installation will be at our cost.
We haven't put our graphics on yet as we decided to wait until towards the end of summer. The graphics should not be installed in cold weather according to Burlington Graphics.
Several months back I outlined my "travels" in obtaining the new set of decals here on the MOC. If you research it, you'll find the name, email address and phone number of the person to contact at Burlington Graphics if anyone wants to buy new graphics. They said they'd be more than happy to help any Montana owner and actually assigned someone to help us. My posts also tell under what conditions the graphics can go "bad".
Through out our years of owning a Keystone, I have never had any luck with Keystone when needing help even though I understand others have.
We are wanting to sell our Montana and get another RV before we retire. Customer Service will make or break the deal and right now, Keystone is batting ZERO. I've already started going to other websites and watching what RV owners of SOBs are saying about their manufacturers.
Has Keystone gotten too big for it's britches? Being #1 in sales means you arrived at that destination with a quality product AND the Customer Service to back that product should the buyer need help.
People are cutting back on buying RVs due to the world oil situation. Word gets around and the lack of customer service from Keystone will turn many people off of buying new RVs from them. I suspect we'll be seeing Keystone laying off workers soon.
Now at this point with a 6+ years old Montana, we were excited finding someone to help us with the decals and we were willing to pay the $280 and the eat the cost of installation. Buyers want the glitz on the outside of the RV they buy and we feel that trying to sell a used all-white RV is a definite "negative" and that we'll recoup our investment (and then some) when selling the Montana.
Steve, I wish I had pursued the matter more back when my Montana was less than two years old. I don't think you should have to pay for the decals or the installation since your Montana is so new. Good luck to you.
Margee.
