Salesmen could not get head rest out because on Ford/Lincoln hybrids the seat does not fold down, and the headrest cannot be raised because it hits the rear window. After much wrangling, the technical service manager got a diagram from the mechanic which purported to tell how to get the seat down. The mechanic finally showed me that there are two little buttons which slide sideways to release the seats, which then tilt forward, so the head rests can be removed. The buttons are in the area above the high voltage traction battery, so I used a paint stirrer stick to get in the narrow space.