Carefree Awning

[HDCVO]

I'm having an issue with Keystone and Carefree of Colorado. While on a trip 6 hours from home, I attempted to retract an 18 foot Travel'r adjustable pitch power awning. The cast aluminum piece that holds the two rollers in the track, broke in half allowing the motorized arm to collapse, bending the entire arm useless. The unit is a 2014 Fuzion 395 under warranty. I started the warranty claim on Sept. 11th and have been getting the run around every since. I know, big surprise. Today, I talked with Keystone, and was told everything was sent to Carefree on the 19th. Called Carefree and gave then the preauthorization number. The said they had no record of a claim submitted. After a not so pleasant conversation, the warranty department stated they would call Keystone and call me back. No call. To the point, has anyone else experienced a similar problem with a Carefree awning.
Thanks, Ken