Originally Posted by PratoN
I can also attest to this. It seems that they can call the dealers and make a recommendation, but it's ultimately up to the dealer/technicians to make the call.
I don't think so. It seems to me as if Ford customer service tells the dealership not to repair anything because they won't be paid if they do.
Then the dealership says "cannot duplicate customer complaint", even if they know there is a problem... if they won't get paid to fix it, they'll just deny that the problem exists. Can't blame them for that, I guess.
Then they leave it to Ford's customer service representatives to deal with the angry customers. I suppose it's cheaper to pay a few punching bags than it is to fix hundreds or thousands of cars.