It's been almost 2 weeks since I returned the call to Ford's Customer Service regarding the letter I wrote to them about our experience with our bumper repair and we haven't yet(?) heard anything from the dealership, Jim Keay Ford Lincoln.
The fact that Ford confirmed and condensed my letter into key points, and then "submitted it" as negative feedback to the dealership and the owner, lead me to believe this was done electronically. If I ran a dealership and received such negativity I'd be all over it.
It's their loss. There are at least two other dealerships, that are actually more convenient for us, that we can deal with in the future.