Wildetrack 2liter bi turbo 2019

Myself and my husband went on holiday. While we drove he found that the aircone of the wildtrack 2liter bi turbo 2019 model with 23874km on the vechicle. After the weekend he email Ford have not got a mail back. Phone two ford dealers that is more than 200km from us. They want him to drive to them carry al the cost. Why is n vechicle under warrenty. If there are problems on the vechicle why do they not help or assist you, my husband thinks the aircone only needs gas. If something is under warrenty it must be fix right?