Look guys, I'm not trying to be argumentative or a dick or anything.
I too agree that cars are complex. I also agree that they can break down, and that they can be difficult to fix right the first time. These simple facts makes for challenges related to building quality cars and servicing them reliably. Living up to these challenges is the responsibility of Ford Motor Company.
Good companies accept such responsibilities. Great companies welcome the difficult challenge. My favorite "Hoosiers" quote goes something like: "When the game is on the line and the clock is down to the last few seconds the GREAT player is the one that wants the ball." Great companies want the responsibility to deliver on the difficult challenges.
I don't think ScoTt is wrong in his feelings or his expectations. I don't think they are misplaced, either. Ford dealer service centers are representatives of Ford. If they F' up a repair, then it is completely within reason for someone to lose some trust in Ford (FoMoCo).
The way I see it is if the fry cook at McDonald's puts too much salt on my fries, or serves me cold fries, or whatever, then I can and should blame the company. The person working there is a representative on the company. McDonald's is better than just about any other company for priding itself on the "McDonald's experience", which is essentially their brand, which to the customer means you know what you are getting, the quality that you will get, and the experience you will get before you walk into the franchise. When something breaks down in that experience at one of their restaurants, I blame McDonald's...period.
P.S. I have two sons that both work at different McDonald's. They are both owned by the same person. They are both run by different managers. They both have similar but not the exact same levels of quality and service, but for the most part, they always deliver the McDonald's quality.
The day that they don't, then they fail (on that day) to meet my expectations. Will I distrust them? No, probably not...not over $2 fries served by a minimum wage employee. But if it were a $35k vehicle repaired by a highly trained, certified mechanic of a corporation, then YES, I would begin to lose a lot of trust.
TJR