CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Charles R. Mori; Controller
020102 - scinfo@creative.net
0202 - S & C Ford                           415 553 4400 fax or 800...
020201 - Mr. J.C. Andersen; Administration Ombudsman
020202 - scinfo@creative.net
020203 - Administration Department

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, Fix Mirror, Preventive Maintenance
Next Service Sticker
Safety Checks
Quality Care

0707 -    ..
0708 - Summary/Objective
0709 -
070901 - Follow up ref SDS 39 0000, ref SDS 38 0000.
070902 -
070903 - Received ref DRT 1 0001 dated 000718 from JC Anderson responding on
070904 - behalf of Charles Mori to the letter, ref DIP 1 0001, submitted on
070905 - 000705, ref SDS 37 0001, making a claim for car rental refund on
070906 - invoice #54232, ref DRP 1 0001, received on 000413. ref SDS 33 1742
070907 - On 000414 S&C invoice #33498 shows leaking hoses were repaired.
070908 - ref SDS 34 0001, that were originally noticed by S&C on 000324.
070909 - ref SDS 32 8111
070910 -
070911 -      [On 000730 request good faith response. ref SDS 40 0001
070912 -
070913 - JC advises he is responding on 000718 because Charles Mori has been on
070914 - holiday.  This representation conflicts with the record on 000717 when
070915 - I called S&C returning Charles' call.  He advised that the letter,
070916 - ref DIP 1 0001, was being reviewed and that S&C would make a good
070917 - faith response. ref SDS 39 4320
070918 -
070919 -      This seems to be more bumbling, even for wiggling out of
070920 -      responsibility, this cannot be done correctly.
070921 - ..
070922 - JC submits a corrected next service reminder, ref DRT 1 5665,
070923 - that was provided incorrectly for the service on 000630. ref SDS 36
070924 - 6497
070925 - ..
070926 - JC further says the Welch claim warrants the following response:
070927 - "All things are to be examined and called into question. There are no
070928 - limits set on thought." Your critique was extraordinary and humbling
070929 - to this merchant of motor cars and their parts. ref DRT 1 2387
070930 -
070931 - This is not a good faith response to notice of failed service by S&C
070932 - which may have resulted in overcharge to the customer, and further
070933 - placed the customer in jeparody.  It conflicts with S&C's policy
070934 - posted throughout the service area notifying customers that "quality
070935 - service" is S&C's paramount concern.
070936 - ..
070937 - The letter to S&C on 000705 cites pending matters that require
070938 - action by S&C. ref DIP 1 0001
070939 -
070940 -    1.  We received the next service sticker.
070941 -
070942 -    2.  Customer due refund for car rental and cost of rework caused by
070943 -        S&C's failure to perform on 000324 its duty of notice, which
070944 -        later caused emergency repairs? ref DIP 1 6200 see also
070945 -        analysis on 000630, ref SDS 36 8111, cited as well on 000705.
070946 -        ref SDS 37 1334
070947 -
070948 -        Solution:  waive refund to save time of investigation, exchange
070949 -        for brake inspection per point 6; notify service manager to
070950 -        review procedures with mechanic, if still on staff, and to
070951 -        address in quality control meeting and publications to staff,
070952 -        including copy to customer showing closure on this matter.
070953 -
070954 -    3.  Left rear brake light problem not addressed contrary to request
070955 -        in the letter, ref DIP 1 1280, shown on 000705, ref SDS 37
070956 -        4672, and reported on 000630. ref SDS 36 4972
070957 -
070958 -        Solution:  S&C enter notice in the record to track this pending
070959 -        matter so it can be addressed on the next service, or notify
070960 -        customer it requires immediate action under safety regulations.
070961 -        ..
070962 -    4.  Scope of multi-point service. ref DIP 1 1927, and
070963 -        specifically, ref DIP 1 5846, noted on 000705, ref SDS 37 1334,
070964 -        also, identified originally on 000630. ref SDS 36 2400
070965 -
070966 -        Solution:  write a letter explaining scope of multi-point
070967 -        service.
070968 -        ..
070969 -    5.  S&C incorrectly charged for rotating tires. ref DIP 1
070970 -        5459 noted on 000705, ref SDS 37 4760, and identified in the
070971 -        invoice on 000630. ref SDS 36 2025
070972 -
070973 -        Solution:  write a letter concurring, or explain why S&C is not
070974 -        required to follow warranty provisions.
070975 -        ..
070976 -    6.  Verify brake inspection by reconciling conflicting
070977 -        information, ref DIP 1 4092, noted on 000705. ref SDS 37 3074,
070978 -        per work on 000630. ref SDS 36 3483
070979 -
070980 -        Solution:  do another brake inspection on the next service.
070981 -
070982 -
070983 -
070984 -
070985 -
070986 -
070987 -
070988 -
0710 -