Hello jacksprat,
First of all, to be upfront, I am no where near as knowledgable in regards to the edge as a lot of the contributors on this forum. I do very little actual work on the vehicle. I pretty much just have Ford house maintain it as per the manual (2012 edge limited).
But, my two cents:
The edge Limited interior and ride feels of higher quality than other manufacturers similar offerings. Have nothing but love for the vehicle itself. But, the service department at two different ford houses in this area both have bad attitudes. Probably not the standard, but in my experience, ford house service sucks.
We also have a 2014 crew max tundra....The service we receive at the Toyota house is like no other. Total pleasure to deal with them. Loaner cars for just about anything that takes longer than an hour.
Probably not significant to all, but my wife and I both work very hard during the week, and I simply do not enjoy working on cars. Luckily, we can afford to pay someone to do it correctly.
I could give more examples in regards to my perceived differences between ford and Toyotas business practices, but put simply, our next car to replace the edge will be greatly influenced by Toyotas superior service (on sales and service dept side).