My Thor experience has been very good. When I purchased a 2008 brand new in 2010 I emailed my list of things needed under warranty. I wanted to have the work done at the factory. They offered free pickup and delivery because I was more than 2 hours away from their factory! Every item on my list was addressed and corrected to my satisfaction.
I've used phone support and had excellent responses too, from emailing diagrams down to telling me what color wire to look for.
I also don't think you're "stepping out of the box" going with a Thor product. Do your research on both companies and remember that floorplan is most important once you narrow your choices.