Go through the "contact us" link on the crossroads home page and fill out the form there with your concern over the radio unit. I emailed them regarding my unit and I had a reply early the next day. A couple emails back and forth in the course of a few hours and my new 970 was in the mail. Have a picture of your build sheet(with VIN), and existing radio handy when you contact them. I suggest using the form on the website because initially I sent an email directly to email@example.com
from my Gmail account. The reply I got from Customer Service included the header RE: SPAM: "my original subject line". Indicating that someone happened to dig my email out of their spam folder. This may explain some of the complaints you see in the forum about the lack of response to some emails. If these people are emailing the "service" address the spam filter may be too picky and hiding some of their mail. This was as recent as a couple of weeks ago and the new radio arrived this week.