Under warranty, our first call was always to the Thor CSR team. That started the issue being surfaced and I'd get recommendations about repair and necessary parts. I'd follow up with the dealer service department AND Thor CSR. Never had a single problem getting repairs done, even knew when parts where shipped (one time with tracking numbers). My recommendation is to be your own best advocate with Thor and repair department. Tom Overton was our rep but from what I read on the forums, most all CSRs are good.
Just our experience.
US Army Retired - Loving The Road Trip