Here's hoping it finally got figured out.
As for the complaints about "FordCustomerService" telling folks to go to the Dealer, Y'all have to understand that this SN is being utilized by FoMoCo(Corporate), not some franchise dealer somewhere. They wouldn't send You to Your local mom n pop mechanic when that would potentially affect the bottom line, now would They? That said, the Franchisees are beholden to the Corp. Office, and when Corporate steps in(or "escalates" a service call), there's a better chance of the dealer actually addressing the issue than just any old Ford owner off the street. It's kinda like bringing a lawyer to court, as opposed to representing Yourself, You're gonna have more effect having someone there who speaks the lingo. In short, give 'em a break, They're just doing Their job. It is entirely up to You, the Individual to decide if You want to take Their advice.