CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Jasvir Singh; Customer Service Manager =Telephone
020102 - Service Department
0202 - S & C Ford                           415 553 4400 fax or 800...
020201 - Mr. Steve Wainwright; Customer Service Manager =Telephone
020202 - Service Department

SUBJECTS
Seasonal Inspection, Safety Check
Millie's Mercury Sable, 940423
Temperature Problem, Hoses Leaking
Leaks Oil, Fuel, Hoses
Hoses and Tubes, Evaporative Fuel System
Hoses, Clamps for Engine Cooling System

1008 -    ..
1009 - Summary/Objective
1010 -
101001 - Follow up ref SDS 28 0000 ref SDS 27 0000.
101002 -
101003 - While driving from Concord to San Francisco, the car was overheating
101004 - again, as it has the past few weeks, since being serviced by S&C on
101005 - 000324.  Decided to get supplemental inspection by S&C, before driving
101006 - 50 miles to the meeting today at SRI down the peninsula.
101007 -
101008 -     [On 000630 cause of problems encountered today was identified as
101009 -     leaks identified by S&C on 000324, but not reported to customer.
101010 -     ref SDS 30 8111
101011 -
101012 -     [On 000705 made claim for car rental. ref SDS 31 0001
101013 -
101014 -     [On 000720 S&C ignored claim. ref SDS 32 0001
101015 -
101016 - When I arrived at S&C, they were very busy.  It was difficult to drive
101017 - into the shop, and there was no room to park in the customer service
101018 - inspection area.
101019 -
101020 - Left the keys in the car, so service people could move it if
101021 - necessary, while I made arrangements for inspection.
101022 -
101023 - After a 20 minute wait, was able to talk briefly to Jasvir initially
101024 - because he was the service manager on the work performed a few weeks
101025 - ago on 000324. ref SDS 28 0918
101026 - ..
101027 - Jasvir said he is too busy to handle this transaction.  He asked
101028 - Steve Wainwright to prepare a work order. Steve said he could examine
101029 - the car after he finishes with another customer.
101030 -
101031 -     [On 000414 discovered scope of vehicle failure. ref SDS 29 0001
101032 -
101033 - After about another 15 minutes, Steve asked for an explanation of the
101034 - problem with our car.
101035 -
101036 - Explained that the past few weeks, after S&C serviced the car we have
101037 - seen the temperature gauge change considerably while driving.  When
101038 - the car is stopped at a street light, or in traffic the temperature
101039 - goes way up.  When the speed reaches above 50, the temperature goes
101040 - back to normal.  A week or so ago we noticed steam coming from the car
101041 - after returning from a drive of about 25 miles, and parking in the
101042 - garage.
101043 - ..
101044 - Steve said this sounds like a leaking hose or other element of
101045 - the engine cooling system.  He recalled S&C gave notice on 990507 that
101046 - hoses should be replaced to upgrade original equipment for an
101047 - additional cost of $1,200. ref SDS 5 5168
101048 -
101049 - There was not enough time today to review the record showing that
101050 - inspection by S&C on 990507 showed no evidence of leaking hoses, and
101051 - that S&C's notice earlier in the day of hoses needing to be replaced
101052 - was subsequently reported to be a communication error. ref SDS 5 0977
101053 - ..
101054 - As well, limited time prevented examination of S&C's service
101055 - record on 000324 showing a report that fluid was found to be leaking
101056 - that needed immediate attention, which was not disclosed by S&C's
101057 - service advisor, ref SDS 28 8111, as had been done on 990517.
101058 - ref SDS 5 0032
101059 -
101060 - Steve looked under the hood, but could not point to the cause of the
101061 - problem.  He advised we will have to leave the car for inspection by a
101062 - mechanic to identify and correct the specific problem, which will
101063 - require some disassembly in order to access the location of the
101064 - failure.
101065 -
101066 - I explained there is a meeting I have to attend at 1600 in Palo Alto.
101067 -
101068 - Wayne advised that it is not likely this work can be accomplished
101069 - today, so I should get a car rental to attend the meeting at SRI
101070 - later today.
101071 -
101072 - Wayne prepared work order...
101073 -
101074 -                    333498
101075 -
101076 - ...with a preliminary...
101077 -
101078 -                    estimate   $100
101079 -
101080 - Scope of work says...
101081 -
101082 -     Coolant leak, check and report.
101083 - ..
101084 - Rented a car under invoice ref DRT 1 0001.
101085 -
101086 -     [On 000414 returned rented car, picked up repaired car.
101087 -     ref SDS 29 0001
101088 -
101089 -     [On 000705 claimed entitlement to refund because rental should not
101090 -     have been necessary, ref SDS 31 0001, per reasoning above.
101091 -     ref SDS 0 0784
101092 -
101093 -
101094 -
101095 -
101096 -
101097 -
1011 -