I have a 2016 Ford Focus RS and have been notified...

I have a 2016 Ford Focus RS and have been notified about the head gasket issue via my FordPass app.

I called in and asked for service to schedule an appointment and was greeted by a lady who sounded really annoyed to take my call.

I called stating that i was looking to book an appointment for the head gasket issue for a 2016 Ford Focus RS, and she responded with: "Sir, there are MANY issues with MANY cars we have. I'm going to need you to give me the recall letter from Ford". Kinda rude.

"I don't have that letter, but I do have this notification from the FordPass..."
"Sir, until you have that letter in my hands i can't do anything for you."

"Can I give you my VIN#? Maybe you can look it up. Here it is...XXXXXX"
"Sir, that VIN# starts with a letter, and there is no such thing for Ford vehicles. I suggest you go back to your car to recheck it."

"The Focus RS was built in Germany, so maybe it looks a little different. And I used that exact VIN# and can find it online and my FordPass app."
"Can you repeat it back to me again?"
"OK. XXXXXXXX"

"Sir, that is a 16 digit VIN# and i can't do ANYTHING in my system. I need 17 digits. You are going to either have to recheck your VIN# or call Ford Canada yourself. Here is the number. XXX-XXX-XXXX"

At this point, i was so annoyed and frustrated by her tone of voice that i stopped listening. I have a brand new Ford, under warranty, looking to schedule in some recall/warranty work and this lady was being extremely rude.

How is it possible that I can find it online via the Ford Service website and also in FordPass, and you can't find it in your system?

And if you can't find it in your system, then take my phone# down, say "you'll figure it out, or talk to someone who knows" and get back to me. Don't give me some phone# for me to call and to figure it out for you. This is a completely unacceptable response.