CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
0403 -
0403 - ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 13 0000. ref SDS 11 0000.
040502 -
040503 -
040504 -
040505 -
040506 - [On 120317 1540 Future Ford refuses to submit explanation
040507 - of what will be discussed in a proposed meeting, and
040508 - maintains a resolution is within reach. ref SDS 14 AG8N
040509 -
040511 - ..
0406 -
0407 -
0408 - Background
0409 -
040901 - On 120128 ignition system serviced with tune up under invoice 188423,
040902 - ref SDS 1 6C4H
040904 - ..
040905 - On 120216 failure of the ignition starter system replaced under
040906 - invoice 189370 on 120216. ref SDS 4 6C4H
040908 - ..
040909 - On 120225 1114 filed warranty claim to recover cost of repairing
040910 - starter damaged by prior work on 120128. ref SDS 6 YH5L
040912 - ..
040913 - On 120307 1810 letter cites meeting at Future Ford on 120301 claiming
040914 - warranty refund payment due of $336.38, ref SDS 9 X236, on invoice
040915 - #189370 for work replacing the starter on 120216, ref SDS 4 GP62,
040916 - which was damaged performing tune up services on the ignition starter
040917 - system presented in invoice #188423 dated 120128. ref SDS 1 6C4H
040918 - implements Future Ford's letter on 120131, requesting reports on
040919 - quality of service and notifying that customer satisfaction is highest
040920 - priority. ref SDS 2 PO5P
040922 - ..
040923 - On 120307 1810 letter requests payment of $336.38 for warranty claim
040924 - submitted 3rd time. ref SDS 9 P85V
040926 - ..
040927 - On 120313 1037 received call from Jaime, Service Manager at Future
040928 - Ford reporting progress responding to warranty clain for payment of
040929 - $336.38 to repair ignition starter system following prior work 2 weeks
040930 - earlier. ref SDS 10 6Y5H Jamie will submit Future Ford's analysis
040931 - toward finalizing the claim. ref SDS 10 EF4O
040933 - ..
040934 - On 120315 1527 Future Ford letter correctly presents evidence showing
040935 - service work history leading to damaged ignition starter system,
040936 - ref SDS 11 AG8N, but denies responsibility and refuses to honor 12
040937 - month warranty on service repairs. ref SDS 11 EC3Y
040939 - ..
040940 - On 120316 1440 letter responds to Future Ford notes agreement on
040941 - service history leading to damaged starter, ref SDS 12 R46X; explains
040942 - grounds for entitlement to recover cost of repairing the starter
040943 - caused by damage doing prior work on the electrical ignition system,
040944 - ref SDS 12 R54O, and as a result, Future Ford should provide warranty
040945 - coverage refunding $336.38. ref SDS 12 R56J
040947 - ..
040948 - On 120316 1440 at 1923 Jamie responds, and requests meeting at Future
040949 - Ford to explain details of car repairs. ref SDS 13 5D6M
040951 - ..
040952 - On 120316 1440 at 2002 agree to meet at Future Ford again; request
040953 - letter explaining "repairs, relationships, and reasons why, in order
040954 - to prepare for a productive meeting, and advise do not want to
040955 - encounter terms and details not previously presented. ref SDS 13 LA8K
040956 -
040957 - [On 120317 1540 Future Ford refuses to submit explanation
040958 - of what will be discussed in a proposed meeting, and
040959 - maintains a resolution is within reach. ref SDS 14 AG8N
040960 -
040961 -
040962 -
040964 - ..
0410 -
0411 -
0412 - Progress
0413 -
041301 - Letter to Future Ford saying...
041302 -
041303 - 1. Subject: Warranty Claim $336 Ignition System Correct work Jan 28 Invoice 188423
041304 - Date: Fri, 16 Mar 2012 17:24:40 -0700
041313 - ..
041314 - 2. Thanks very much for your letter on 120315, filing Future
041315 - Ford's response, ref SDS 11 AG8N, to subject claim submitted in
041316 - the letter last month on 120225. ref SDS 6 S16G
041317 -
041318 - [...below on 120316 1440 at 1923 Jamie responds, and
041319 - requests meeting at Future Ford to explain details of car
041320 - repairs. ref SDS 13 5D6M
041322 - ..
041323 - [...below on 120316 1440 at 2002 agree to meet at Future
041324 - Ford again; request letter explaining "repairs,
041325 - relationships, and reasons why, in order to prepare for a
041326 - productive meeting, and advise do not want to encounter
041327 - terms and details not previously presented. ref SDS 13 LA8K
041329 - ..
041330 - 3. I agree with your presentation of Future Ford work on 120128
041331 - performing tune up services replacing wires on the ignition
041332 - system. Invoice #188423 says work procedure applied the
041333 - "workshop manual," and that "reassemble retest passed".
041334 - ref SDS 1 6C4H
041336 - ..
041337 - 4. Future Ford was notified on 120213 about ignition system
041338 - problems and asked to "retest" the prior work on 120128. (see
041339 - line 312549. ref SDS 3 RF5P
041341 - ..
041342 - 5. Future Ford performed retest on 120216, and discovered the
041343 - battery and ignition starter required replacement. The
041344 - mechanic reported some "odd" problem in the electrical system
041345 - caused the battery and starter to fail, see line 512517.
041346 - ref SDS 4 NZ4O
041348 - ..
041349 - 6. Thus, nobody knows for sure if workshop manual procedures were
041350 - followed and if retest was done correctly, and that everything
041351 - passed, as Future Ford reported in invoice #188423 on 120128.
041352 - It is clear that Future Ford disassembled components and did
041353 - reassembly for "tune up" services, and later the ignition
041354 - system failed.
041356 - ..
041357 - 7. Since the same problem occurred in the same time frame, forcing
041358 - another emergency repair on 120302, invoice #190084 [...shown
041359 - in the record on 120302 1258. ref SDS 8 IT4F...], the pattern
041360 - of repeated error indicates an "odd" problem with work on
041361 - 120128.
041363 - ..
041364 - 8. Since the electrical system failed within 2 weeks of work on
041365 - 120128, and since Future Ford warrants service for 12 months,
041366 - Future Ford's requirement making customer satisfaction #1
041367 - priority, shown in your letter on 120131, justifies warranty
041368 - coverage of some "odd" defect with work on 120128. Was a wire
041369 - crimped? Was a fastening loose, or over torqued? Was
041370 - something bumped or spilled? Did moisture creep into a
041371 - fitting? Doubtless, Future Ford has a long list of "odd"
041372 - problems which later cause system failure, as the mechanic
041373 - reported here.
041375 - ..
041376 - 9. In our call on 120224, you reported Ford policy to protect
041377 - customers from collateral damage by failed warranty parts, and
041378 - indicated that since Ford determined the battery should be
041379 - replaced on warranty, and since the battery and starer are
041380 - related components, repairs to the starter should be covered as
041381 - well. (see line 120410. ref SDS 5 TD7N
041383 - ..
041384 - 10. Accordingly, please reconsider warranty coverage on the starter
041385 - damaged by work on 120128, and refund $336.38 under invoice
041386 - #189370 dated 120216.
041387 -
041388 - [...below on 120316 1440 at 1923 Jamie responds, and
041389 - requests meeting at Future Ford to explain details of car
041390 - repairs. ref SDS 13 5D6M
041392 - ..
041393 - 11. So, this matter does not take more of your valuable time, if
041394 - you continue to feel warranty coverage is not justified, please
041395 - let me know the quality service procedures for appealing to
041396 - Future Ford and/or the parent company to consider the merits of
041397 - subject claim.
041398 -
041399 - [...below on 120316 1440 at 1923 Jamie responds, and
041400 - requests meeting at Future Ford to explain details of car
041401 - repairs. ref SDS 13 5D6M
041403 - ..
041404 - [...below on 120316 1440 at 2002 agree to meet at Future
041405 - Ford again; request letter explaining "repairs,
041406 - relationships, and reasons why, in order to prepare for a
041407 - productive meeting, and advise do not want to encounter
041408 - terms and details not previously presented. ref SDS 13 LA8K
041410 - ..
041411 - 12. Finally, pleased again to commend excellent service work by
041412 - Future Ford. The only way to avoid mistakes entirely is to
041413 - stop working. Future Ford does a lot of good work, and makes
041414 - customer satisfaction #1 priority with warranty coverage for
041415 - inadvertent "odd" problems, as occurred here.
041416 -
041422 -
041423 -
041424 -
041426 - ..
0415 -
0416 -
0417 - 1917
0418 -
041801 - Received letter from Jamie at Future Ford saying...
041802 -
041803 - 1. Subject: RE: Warranty Claim $336 Ignition System Correct work Jan 28 Invoice 188423
041804 - Date: Fri, 16 Mar 2012 18:29:56 -0700
041811 - ..
041812 - 2. I would like to offer up the option of you and I meeting in
041813 - person to discuss our current situation with the recent repairs
041814 - on your vehicle. I believe there is some lost understanding
041815 - when communicating by e-mail. [...Jamie responds to customer's
041816 - letter earlier today on 120316 1440, ref SDS 13 AG8N, and
041817 - requesting warranty refund for cost of fixing the starter.
041818 - ref SDS 13 R56J...]
041820 - ..
041821 - 3. Simply put I think there is some misunderstanding regarding the
041822 - repairs completed, their relationship with one another and the
041823 - reasons why.
041824 -
041825 - [...below on 120316 1440 at 2002 agree to meet at Future
041826 - Ford again; request letter explaining "repairs,
041827 - relationships, and reasons why, in order to prepare for a
041828 - productive meeting, and advise do not want to encounter
041829 - terms and details not previously presented. ref SDS 13 LA8K
041831 - ..
041832 - 4. I can absolutely work around your schedule and will make time
041833 - that is convenient for you. Call me or e-mail a time that fits
041834 - your schedule.
041835 -
041849 -
041850 -
041851 -
041853 - ..
0419 -
0420 -
0421 - 2002
0422 -
042201 - Letter to Jamie at Future Ford on meeting to resolve warranty claim,
042202 - saying...
042203 -
042204 - 1. Subject: Re: Warranty Claim $336 Ignition System Correct work Jan 28 Invoice 188423
042205 - Date: Fri, 16 Mar 2012 20:14:30 -0700
042214 - ..
042215 - 2. I am pleased to accept your offer on meeting again at Future
042216 - Ford. [...responding to Future Ford's letter requesting a
042217 - meeting, per above. ref SDS 13 VB5H...]
042219 - ..
042220 - 3. I need a written explanation of "repairs, relationships, and
042221 - reasons why," referenced in your letter this afternoon, shown
042222 - below. I can then review to be prepared for a productive
042223 - meeting. I do not want to encounter unfamiliar terms and
042224 - complicated details in a meeting beyond what is already in an
042225 - extensive record.
042227 - ..
042228 - 4. After getting your letter, we can meet the next day, or at your
042229 - convenience, and I welcome hearing explanation and nuance that
042230 - aids resolution.
042231 -
042232 - [On 120317 1540 Future Ford refuses to submit explanation
042233 - of what will be discussed in a proposed meeting, and
042234 - maintains a resolution is within reach. ref SDS 14 AG8N
042236 - ..
042237 - 5. Thanks very much for progress getting this matter resolved.
042238 -
042244 -
042245 -
042246 -
042247 -
042248 -
042249 -
042250 -
042251 -
042252 -
042253 -
0423 -