Can't give you any info on the FRED, but our experience with factory service is outstanding. There have been other posts on the FRED - try using the "Find" button at the top of the page and I bet you'll come up with some info on the FRED. As I recall, all the reports were positive. We are happy with our Workhorse chassis, but if we were going to buy a new motorhome today, we would definitely consider the FRED because of higher weight capacity. The higher cost of the FRED and higher cost of diesel fuel are the downsides.
Concerning customer service, we had several of our dual-pane windows fog when our coach was a little over a year old. We thought since there was only a 1 year warranty, the windows wouldn't be covered, so we just decided to live with them.
One day we were talking to a Phaeton owner whose coach was a few months newer than ours. He said Tiffin, who makes their own windows, had production problems around the time our coaches were built and they replaces several of his windows at no cost. At that point, our motorhome was 3 years old.
When we called Tiffin, they initially said they would cover the cost of the windows, but we would have to pay for the labor to replace them. That was good news because by the time we contacted Tiffin, we had 6 windows that had fogged, including the big one by the co-pilot's seat. Since we went to the factory for the repair instead of going to an RV dealer, Tiffin ended up covering the entire cost, including labor. We are happy campers.
Tiffin will go out of their way to make sure their customers are happy, especially with components and systems they make themselves.