Chris, Don't be afraid to get hostile with them. Being a nice guy can only get you so far. They know most of the people will just accept what they tell them and not do anything. You need to be the exception. I would take Terry's words with alot of weight since he tears them down all the time. The solution is sitting right there. Just write down the problem and tell them how to fix it. Don't ask. At this point they have stolen $1000 worth of service that wasn't performed. It's up to you to get it back.
Also you shouldn't have to pay a dime more...
Also call Ford's Customer Care line...
