My contact has been in the last month. They promised to send stuff and when it didn't come, I called and asked and was told I have to go thru camping world. I am sorry for the hijack job on this thread. I have owned 4 different trailers, none have been perfect. The Crossroads is by far a better product than Forrest River or Gulfstream. I am very pleased with the trailer.
I think it also depends on the part. Something that is easily owner replaceable will be sent out - like Mark's bed strut or my water pump, but depending on the part involved they may not stock it and have to go from manufacturer of the part to a dealer for install / repair. Could also involve an additional warranty aspect if not installed correctly by the owner.
2013 CrossRoads Cruiser Patriot CF345RF
2011 Ford F350 Lariat FX4 CC 6.7L Turbo Diesel (Heavily Modified)