CONTACTS
0201 - Future Ford
020101 - Mr. Jamie Hall; Manager
020103 - Service Department
SUBJECTS
Default Null Subject Account for Blank Record
0403 -
0403 - ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 15 0000. ref SDS 14 0000.
040502 -
040503 -
040504 -
040505 -
040506 -
040507 -
040509 - ..
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
040957 - ..
040958 - On 120319 0923 letter notifies Future Ford will call at 1400 for
040959 - discussion on resolving warranty starter claim, as requested in Future
040960 - Ford's letter on 120317. ref SDS 15 AG8N
040962 - ..
040963 - On 120317 1540 receive letter from Future Ford refusing to submit
040964 - additional evidence on settling warranty claim, and insists on meeting
040965 - saying resolution is within reach. ref SDS 14 AG8N
040967 - ..
040968 - On 120319 0923 letter notifies Future Ford will call at 1400 today for
040969 - discussion to resolve warranty claim on starter. ref SDS 15 AG8N
040971 - ..
040972 - On 120319 0923 at 1538 service manager at Future Ford represents that
040973 - nothing Future Ford could have done providing tune up services on
040974 - 102128 could have caused the battery and starter to fail a week or so
040975 - later, and concludes the customer suffered an unlucky coincidence.
040976 - ref SDS 0 R49R
040978 - ..
040979 - On 120319 0923 at 1623 research found design life of starter is over
040980 - 15 years driving 10K miles per year. Since customer drives car about
040981 - 5K miles per year, life cycle of starter should exceed design life,
040982 - and so most likely did not fail due to "wear and tear." ref SDS 0 GR5F
040983 - Research identified at least 5 ways poor service on 120128 could have
040984 - damaged the starter, and thereby present a far more likely cause of
040985 - failure than that the customer suffered an unlucky coincidence.
040986 - ref SDS 0 N23F
040987 -
040988 -
040989 -
040990 -
040992 - ..
0410 -
0411 -
0412 - Progress
0413 -
041301 - Letter to Future Ford saying...
041302 -
041303 - 1. Subject: Re: Warranty Claim $336 Ignition System Correct work Jan 28 Invoice 188423
041304 - Date: Mon, 19 Mar 2012 09:29:50 -0700
041311 - ..
041312 - 2. I'll call at 2pm today on discussing this matter. Look forward
041313 - to resolving everything then, as related in your letter on 17
041314 - March.
041315 -
041321 -
041323 - ..
0414 -
0415 -
0416 - 1400
0417 -
041701 - Called Jamie at Future Ford.
041702 -
041703 - He is on his way to a meeting with the GM.
041705 - ..
041706 - Jamie will call back in an hour.
041707 -
041708 -
041710 - ..
0418 -
0419 -
0420 - 1538
0421 -
042101 - Jamie called back.
042102 -
042103 - Jamie advised that errors and omissions on 120128, performing tune up
042104 - services, includng disassembly, changing ignition wires, reassemble,
042105 - and testing to verify work was performed correctly, could not have
042106 - caused the ignition starter and battery to both fail a week or so
042107 - later. Jamie believes failure after Future Ford did tune up work on
042108 - 120128, was an unlucky coindicence for the customer.
042109 -
042110 - [On 120320 0745 letter notifies Future Ford of findings on
042111 - claim, and subsequent research indicating errors and
042112 - omissions performing service on 120128, caused battery and
042113 - starter failure. ref SDS 17 JL4S
042115 - ..
042116 - Thanked Jamie for taking time to review and explain the matter.
042117 -
042118 -
042120 - ..
0422 -
0423 -
0424 - 1623
0425 -
042501 - Research on the Internet found...
042502 -
042503 - What are usually the causes of starter failure?
042504 -
042505 - http://answers.yahoo.com/question/index?qid=20070930202504AAq5Hlx
042507 - ..
042508 - Starters usually last more than 15 years.
042510 - ..
042511 - Since this car is driven sparingly, maybe once or twice a week, and
042512 - only 5K miles last year, the starter should be expected to last longer
042513 - than 15 years,
042515 - ..
042516 - Vehicle was purchased in April 2003, with 17K miles.
042518 - ..
042519 - Car was serviced on 120128 with 105K miles (shown by Future Ford
042520 - invoice #188423, 120128 1116, ref SDS 1 RD5H, which averages about 10K
042521 - miles per year. The last 2 years the car has been driven much less,
042522 - about 5K miles per year. Therefore, design life of the starter for
042523 - low usage should be closer to 20 years. What can cause the starter to
042524 - fail after 50% of design life?
042526 - ..
042527 - Starters fail due to...
042528 -
042529 - 1. Loose dirty battery terminal connection.
042530 - 2. Loose cable connections.
042531 - 3. Damaged wiring poor electrical connections
042532 - 4. Dropping starter during service causes damage.
042533 - 5. Low voltage (discharged) battery damages starter
042535 - ..
042536 - This research indicates poor service, failed battery, and wiring are
042537 - all critical to starter lasting to design life.
042539 - ..
042540 - Future Ford was involved with all three (3) factors performing service
042541 - on 120128, shown by invoice #188423, 120128 1116. ref SDS 1 RD5H
042542 -
042543 - [On 120320 0745 called Ford for 2nd opinion on warranty
042544 - claim recovery on errors and omissions performing service
042545 - on 120128. ref SDS 17 AG8N
042547 - ..
042548 - Since nothing else explains the starter failing at 50% of design life
042549 - with minimalist usage, it seems most likley that Future Ford service
042550 - operations damaged the starter, rather than the customer suffered an
042551 - "unlucky coincidence," as presented by Future Ford in the call today,
042552 - per above. ref SDS 0 R49R
042554 - ..
042555 - Since Future Ford replaced the battery and the starter, there was
042556 - recognition of correlation between battery and starter failure, as
042557 - found in research today, per above. ref SDS 0 N23F This was noted by
042558 - the service advisor on 120216 1117. ref SDS 4 NG4I
042560 - ..
042561 - On 120224, Jamie reported that Ford supports repairing collateral
042562 - damage with warranty part replacements. ref SDS 5 TD7N Since Future
042563 - Ford replaced the battery on warranty, there is ample evidence to also
042564 - repair the starter, as presented in the recent letter to Future Ford
042565 - on 120316 1440. ref SDS 12 R55Y
042566 -
042567 - [On 120320 0745 called Ford for 2nd opinion on warranty
042568 - claim recovery on errors and omissions performing service
042569 - on 120128. ref SDS 17 AG8N
042570 -
042571 -
042572 -
042573 -
042574 -
042575 -
042576 -
042577 -
0426 -
Distribution. . . . See "CONTACTS"