It's quite simple, from my experience with these knobs.Yah, I understand. I also know it's tough to be patient and understanding when you get told "No, not covered" by the first step in what I think is a valid claim. Ford corporate can't really do much if there isn't a record of an issue. Hence a need to bypass the dealer.
In my educated guess, they forgot to torque the motor mount nut when replacing the head gasket recall work. It vibrated off or stripped out due to excessive engine movement (via engine torque over time) and don't want to fess up. Why not keep the failed part? I requested to see it and figured Ford's engineers would too. Counterfeit nuts and bolts are a thing so keep it and look into it. Unless it didn't fail and trying to explain why a properly torqued nut came off and dropped the motor on the drive axel.
The biggest thing though is the culture of this dealership which reflects back on the parent company. Now I am trying to give Ford Corp the chance to step in. I just need to be able to talk to someone that can actually do something.
They don't give a [email protected] until you make a noise loud enough.
Don't back down and stick to your guns, that worked for me, it just took time....and some patience, as hard as it may be to not fly off the handle.