Rich,
Very well could be attitude. You can see that here, sometimes. There may be one small item on a Monty that breaks, and one of the victim's posts comes out like, "Keystone sells nothing but junk!"
I'm guessing that a lot of it begins with the dealer. You wouldn't know much about nasty dealers, having dealt with Town & Country. I hardly know anything about bad dealers, myself, having dealt with Simmons RV, and RV Connections. But I do know that we've both seen numerous posts that can only be attributed to downright lousy dealers doing bad stuff to customers, after the sale. (Sometimes, even before the sale, it seems.)
That can start a bad attitude in the customer.
And, if a problem is presented to Keystone, through a bad dealer, Keystone might get an attitude about the problem, as well.
Talk nice to the folks at Keystone, unless you want to be on your own with a problem.
And, always drop off donuts when you visit the main factory service offices. I've never had a bad experience with those folks. Nor with RV Connections people, who enjoy a dose of donuts when I'm around.
And if you aren't near those people, speak as if you're on your way from Dunkin' Donuts when discussing a problem.
Sure can't hurt!
Steve