I had paint peeling on my brand new P/U Truck and it literally took them months to figure out how they were going to deal with it, which I didn't agree with. During the process, I made several phone calls to the collision center, as well as a Service Manager, who didn't return phone calls. I wrote 2 e-mails to the GM, phoned the FORD customer complaint dept., and even wrote a letter (handwritten) to a VP in Dearborn Michigan....NOTHING.
I finally gave up and took my truck to Ford Autonation who jumped through hoops to take care of me. I actually got a phone call every day from the guy who took my truck with a status, and it was ready within an hour of when they said it would be.... now THAT'S customer service.