That's pretty shitty!
I think in a lot of cases you're probably at the mercy of a crap dealer who doesn't follow up with Ford properly and backup your claim. TBH if that were me in both cases above and I wasn't satistfied i'd keep taking it higher and higher until it was resolved.

Maybe it's worth going on a 500 forum or focus forum to speak with other owners of their experience and how they have managed to get it solved.