That is unfortunate but unfortunately not totally unexpected. Seems like instead of honoring their warranty, Ford prefers to try to outwait the customer to the point where the customer is discouraged enough to just give up. So now that Milli has been "outed" as the Ford person who knows that this a warrantied repair, she finds herself in a situation. Either
1) She has to somehow explain to you how it is that you are not covered
2) She tells you that you are covered and as a result she either
A) Gets more calls about this from other hybrid owners in the future, or
B) Is reassigned to Ford's newly opened Siberia office

But seriously, I'll bet that Milli will soon no longer be available for contact.