Business is about relationships. Hell, you could say life is about relationships.
I don't work in the auto industry, but in the medical field, keeping good rapport with vendors is critical. I've had to explain to doctors on multiple occasions that, saving a buck now, or screwing over a vendor can have long-term repercussions, and in a few occasions, have had to get senior leadership to censure those people because they were undercutting our position.
Yes, the bottom line is important, but you have to deal with people in good faith. You burn someone, or even just don't treat them fairly.... that always has consequences.
I'm not surprised by some of this. Myself, and my family.... Ford burned us good. As a result, between myself, my mother and father, my sister and her husband, we've gone through 1 Toyota, 4 Chevy's, 1 Pontiac, and 3 Jeeps since the last Ford. That, despite the fact that 3 generations of my family worked at Ford in some way, shape or form.
Ford saved themselves a few bucks, sure.
They also cost themselves a sale from my family from that point until who knows when.
Seeing this report..... makes me even happier that I was the first in the family to go Toyota.