CONTACTS 
0201 - S & C Ford                         415 553 4400 fax or 800...
020101 - Ms. Barbara Stone; Service Representative
020102 - Service Department     =Telephone/fax

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, safety check, Front Brakes,
Turn Signals

0605 -    ..
0606 - Summary/Objective
0607 -
060701 - Follow up ref SDS 14 0000, ref SDS 13 0000.
060702 -
060703 - Received ref DRT 1 from Barbara responding to our call on 970423....
060704 - ref SDS 14 6833
060705 -
060706 - Barbara submits the service date/mileage sticker, ref DRT 1 5891, that
060707 - was omitted from service on 970418. ref SDS 12 9759
060708 -
060709 -  ..
060710 -
060711 - Barbara advises that two disk brake pads are installed with a single
060712 - disk replacement kit, ref DRT 1 0864, which responds to the question
060713 - on 970418. ref SDS 12 9752
060714 -
060715 -
060716 -
0608 -
0609 -
0610 - 0926 called S&C
0611 -
061101 - Talked to Larry because Barbara is with a customer.
061102 -
061103 - Right turn signal is faster than normal.
061104 -
061105 - Larry said this is normally a bulb that has burned out.
061106 -
061107 -
061108 -
061109 -
0612 -
0613 -
0614 - 1457 called back
0615 -
061501 - Talked to Angela.
061502 -
061503 - She said a smog inspection takes an hour.
061504 -
061505 - Angela said Larry Smith did not make a record for the work we need.
061506 - She suggested we leave a message on his voice mail.
061507 -
061508 -
061509 -
061510 -
0616 -
0617 -
0618 - 1627 Larry Smith called back
0619 -
061901 - He confirmed a smog test takes at least 45 minutes.
061902 -
061903 - We set a service visit for 970508 0700.
061904 -
061905 -
061906 -
061907 -
0620 -
0621 -

SUBJECTS
Replace 2 General Tires with Unocal, 961214
Tires
S&C Policy & Procedure, Tread Wear

1106 -
110601 -  ..
110602 - Tread Wear Not Disclosed to Customer Without Specific Request
110603 -
110604 - Follow up ref SDS 12 9672, ref SDS 8 3333.
110605 -
110606 - Barbara says in her letter dated 970429, received today, that S&C did
110607 - not report tread wear for service on 970418, because S&C's policy is
110608 - not to report tire tread wear unless the customer specifically
110609 - requests it. ref DRT 1 9673
110610 -
110611 - There may have been no specific request for a tread wear report on
110612 - 970418; however, a safety check was performed. ref DRP 8 3534 Tread
110613 - wear is a safety issue.
110614 -
110615 - On 951009 S&C installed Hankook tires.  The warranty for the tires
110616 - requires a record of tread wear. ref SDS 1 5511  As a result of
110617 - installing non-standard Ford equipment, S&C has a duty to provide
110618 - information required to render comparable service, in this case the
110619 - ability to recover on the Hankook warranty.
110620 -
110621 - S&C's position, in its letter on 970429, conflicts with the record of
110622 - S&C reporting tread wear on the prior service, 970121, ref SDS 8 3333,
110623 - for which there was no specific request.  On 960724 S&C reported tread
110624 - wear when tires were rotated and brakes were inspected. ref SDS 2 0085
110625 -
110626 - The record does not support a conclusion that S&C has any policy on
110627 - reporting tread wear.  Sometime it does and other times not, depending
110628 - upon inclinations of the moment.  In this case, S&C had gathered the
110629 - information and used it to obtain approval for additional service....
110630 - ref SDS 12 9672
110631 -
110632 - The customer has no more duty to ask S&C to report tread wear data
110633 - than it does to to tell them to turn the key in order to start the
110634 - engine.
110635 -
110636 -
110637 -
110638 -
110639 -
1107 -