[High5er]

I contacted Keystone DIY and had the same experience. I waited a week, then called their customer service. The customer service agent told me the part I requested wasn't covered under their DIY and to take it in to the dealer service center.

I ended up buying the part I needed from Amazon.

It was something like 2 or 3 weeks later and the DIY people sent me an email asking for my mailing address to ship me the part.

My best guess on this program is it was a side project, intended to reduce the expense of fulfilling warranty claims by eliminating the labor charges the dealers submit for reimbursement. Unfortunately, it seems that managing this DIY process is a bit of an afterthought and the mailbox isn't regularly monitored. It's either that or they didn't account for the volume of inquiries they would get and are just that far behind.