I was able to get through today after a 1.5 hour wait. They have stopped replacing directly and offering the upgrade, will only go through authorized service centers now so you have to look up service centers in your area, coordinate with them to replace and they will cover costs. Upgrades are up to the service center. They did tell me to make sure that for any replacement, the serial number starts with 030 or greater (date of manufacturing - first zero is for 2020).
Pretty disappointed overall that I have to drag the trailer somewhere to do a job I can do in the fraction of the time it will take to get done.
2020 Rockwood Roo 24WS
2019 RAM 1500