Hi voltch,
Send me your information in a PM; I'll escalate this to your regional customer service manager (CSM) so they can assist. In your message, please include your full name, best daytime phone number, VIN, current mileage, and servicing dealership.
Let me know how things go at your dealership, Ben. How many miles are on your Explorer?
Hi sumzxr7,
Since you're in Canada, I recommend reaching out to my Canadian colleagues on the forum, FordServiceCA. Here's a link to their profile:
http://www.explorerforum.com/forums/member.php?u=233337
Crystal