CONTACTS 
0201 - S & C Ford                         415 553 4400 fax or 800...
020101 - Mr. Bob Radcliff; Manager; Service Department

SUBJECTS
Millie's Mercury Sable, 940423
Wheel Alignment, Vibrations, Warranty
951008 Replace front tires

0605 -    ..
0606 - Summary/Objective
0607 -
060701 - Follow up ref SDS 7 0000, ref SDS 6 0000.
060702 -
060703 - Submitted ref DIT 1 to S&C requesting they effect recovery for us
060704 - under the General warranty, and that S&C complete the record on brake
060705 - lining evaluation reports.
060706 -
060707 -     [On 951030 S&C called to discuss issues. ref SDS 8 3456]
060708 -
060709 -     [On 951031 Charles Mori thought customer took car to wrong vendor,
060710 -     when S&C did this. ref SDS 9 8530]
060711 -
060712 -     [On 951102 customer pays for vendor's mistakes. ref SDS 10]
060713 -
060714 -     [On 951105 received payment on claim. ref SDS 11 1792]
060715 -
060716 -
060717 -  ..
0608 -
0609 -
0610 - Progress
0611 -
061101 - There are two pending issues to resolve with S&C:
061102 -
061103 -    1.  S&C should take responsibility for pursuing recovery under the
061104 -        General warranty, since they seem to have sent the car to the
061105 -        wrong vendor on 951006. ref SDS 3 5222
061106 -
061107 -         [On 951102 customer pays for vendor's mistakes. ref SDS 10]
061108 -
061109 -        Resolution of this matter is complicated because S&C installed
061110 -        Hankook tires contrary to the General warranty reviewed on
061111 -        951020, ref SDS 7 4209, and the Hankook tires appear to have
061112 -        considerably less favorable warranty terms, ref SDS 7 2146,
061113 -        indicating the Hankook tires themselves are not in fact
061114 -        comparable to the General tires.
061115 -
061116 -         [On 951031 Charles Mori said this was mistake. ref SDS 9 8530]
061117 -
061118 -        Welch was forced to expend approximately 6 hours of handling
061119 -        and administration in research and trips to S&C and 3rd party
061120 -        vendors which resulted in the offer from 5 Points Tire of
061121 -        $43.50 for the defective tire, ref SDS 7 0750.  Welch also had
061122 -        to investigate to determine that 5 Points' offer was incorrect
061123 -        because the General warranty offered replacement of a new tire.
061124 -        ref SDS 7 9640
061125 -
061126 -         [On 951102 customer does have time to fix vendor's mistakes;
061127 -         relies on professionalism of vendor. ref SDS 10 5688]
061128 -                                    ..
061129 -        S&C should advise what Ford policy or other industry
061130 -        standard reconciles the conflict between representations that
061131 -        both tires should be replaced when one fails, with provisions
061132 -        that result in recovery of only one tire.  The warranty for
061133 -        example is voided for premature tire wear, yet installing a new
061134 -        tire with an existing tire guarentees problems of uneven wear,
061135 -        alignment. There is likely a simple explanation under equity
061136 -        criteria.
061137 -
061138 -           [On 951031 Charles Mori thought customer took car to wrong
061139 -           vendor, when S&C did this. ref SDS 9 8530]
061140 -        ..
061141 -    2.  S&C needs to submit findings on the brake lining issues
061142 -        raised by conflicting measurements reported on S&C's invoice
061143 -        238805 on 950407, and invoice 244964 on 950906.
061144 -        ..
061145 -        On 951009 Larry Smith planned to submit these issues to
061146 -        Ford engineers.  We have not received information that
061147 -        reconciles the conflicts, ref SDS 3 9649.
061148 -
061149 -        Questions on this issue were first submitted to S&C in our
061150 -        letter ref DIP 1 on 950407. ref SDS 1 9675
061151 -
061152 -
061153 -
061154 -
061155 -
061156 -
0612 -