Since Keystone took over operations of the Crossroads line its become very difficult to get a trip to the factory. I bet a $1 they'll tell you to go through your dealer first unless it's a major item that the dealer can't handle, pretty sure you won't get into the factory for any minor stuff.
You may have better luck getting approved for a mobile tech to come to you for warranty work, most likely better quality service & more concern as to the outcome of their work.
Danny & Linda
Sold my '13 Redwood 36FB
Currently rv & truckless
You hit the nail on the head!! They will not work on it unless it has been decided between the dealer and the factory to bring it back to the factory repair site to be worked on. The person I talked to was very nice about it, and gave me a couple of dealers by me to talk too. I told her that I would not take it to the dealer I purchased it from. I went there for a quote (20 min. and $75 later.) And they told me it would take 40+ man hours to replace the wood on the bottom of my small slide out. The quote was for $3500 +. I told them that the factory did it in 4 hours when it was new.