Sorry to hear of your problems and frustration. Before my retirement in my career I lead two companies, both provided products which eventually were used by consumers. One in building products and one a vehicle company. My "office door" and phone were always open (not the best policy) but mine. I could not possibly tell you the number of times a consumer got thru to me, it was not hard, and complained about one of our products and the lack of response from one of our dealers.
My first course of action was to have our sales person involved call the "offending" dealer and get their story. Then I had the issue taken care of, (1) tell the customer that it was their issue, not covered under warranty; like a cracked toilet, as there is no way to tell whether someone kicked it etc. So we negotiated. (2) had the problem(s) resolved at our expense, sometimes even if outside the warranty issue. In either case the customer knew where they stood and what needed to be done.
My point is; get to the top or as close as you can get at AS headquarters. Talking to a CSR person with probably some kind of script or guidelines at this point is probably futile. Call or email the VP of Sales or VP of Customer Experience and factually stated what is and has gone on and then be silent, wait for their response. Hope it works out.
Good Luck - My Best
Bud & Alice (Bud posts)
Abby- Black Lab-TDI Certified
Hopey-Yellow Lab-TDI Certified
2017 30' Classic
2015 F350 6.7 Diesel Crew Cab
USAF - Military Training Instructor (TI) - 68-72