Disgustingly poor customer service

I received a letter with reference no: 17B40 regarding the Glow Plugs on the Ford Ranger that I bought that needs to be looked at and the sof****e that needs to be updated. The letter says contact your nearest Ford Dealer. Well my husband has done so 5 times. He contacted Action Ford Roodepoort 4 times yesterday and once today. Every time they tell him they will phone him back, well no one have the decency to do so. My husband spoke to a lady by the name of Tanya twice and left messages with het. The letter clearly states that it is our responsibility to get this fixed. How are we suppose to have it fixed if the dealer is not phoning us back. Maybe it's because they have to do it for free and they are not making any money from me. So to them the paying customers are more important. We are going away on Holiday on the 19th of April and I think it's really important to have this done before we go.