I don't believe that California Audio Labs has an extensive network of authorized service centers. I had to send my CL10 to their Arizona service site (it used to be in Blue Lake, CA), via UPS. They are now a subsidiary of Sensory Science which is a subsidiary of Sonic Blue. Originally known as S3 (PC graphics), it now sports a suite of well-known brands, including Diamond Multimedia, Rio, Replay TV, ProGear, Go-Video, Loewe, and California Audio Labs. The way to do it is to call them (877-563-9388) during West Coast business hours and get a return authorization (RA) number. Be sure to let them know if it's still under warranty. They should be able to quote you a turnaround time. For more info, check out Sonic Blue's web site at www.sonicblue.com.
My CL10 was built in Thailand to CAL specs. I've had it for five years, and I've sent it to CAL for repairs twice. Recently, it developed a problem very similar to what you described. I don't know what's wrong. I tried spraying it with a canned air spray duster with no effect. I figure it could be a problem with the CD clamping mechanism, either too high or too low, causing the CD to bow or bend. It could also be an obstruction in the laser head transport mechanism that would limit the laser head's travel. I don't have the heart to pack it up and send it in again. I have removed it from my system and stuffed it into my dead hardware closet. I can play single CDs on my Sony SCD-1, but I will miss the carousel, especially at parties. Good luck with yours.