You're probably going to have to bring it, physicaly, to a Ford dealership and have them look at it.
They are probably making up a story that they can't do it because you don't have the car with you.
Chryco dealers got in a LOT of trouble in the past - you used to be able to walk into a Chrysler dealer, tell them a VIN and they would run off a key for you!
2011 Focus SE 5 Speed 36k - Blue Flame Metallic - Added Rear Swaybar
2000 Jeep Cherokee Sport 115k - Lifted with mud tires.