INVOICE: 246377
Customer: 703616
Millie Welch Rod Welch 440 Davis Court #1602 San Francisco, Ca 94111 HOME: 984 8291
SERVICE ADVISOR: 6 Barbara Stone
COLOR YEAR MAKE/MODEL VIN LICENSE MILEAGE TAG
93 MERCURY SABLE 1melm504pg658205 3cww527 36072 T6582
DEL DATE PROD DATE WARR EXP PROMISED RATE PAYMENT INV DATE
01JUL93 16JUN93 01JUL96 0808 10OCT95 N/A CASH 09OCT95
R.O. OPENED READY OPTIONS
0942 09OCT95 1542 09OCT95 ENG:3.8L-EFI-316QR10A TRN:AUTO-OD-4SP AXL:1 1) NO ESP INFO 10/14/94 2) ELIG CA EMIS
LINE OPCODE TECH TYPE HOURS LIST NET TOTAL
A PULL RT WHEN DRIVERING AFTER WE ROTATED TIRES AND VIBRATION RT SIDE DASH AND FLOOR CK AND REPORT DFS10 PULLS RT VIBRATES SUBLET 345 CPC 0.00 0.00
SUBL LEO'S TIRE INVOICE NO 40863 P0#75818 CPC 126.00 126.00 SUBL LEO'S TIRE INVOICE NO 40863 P0#75818 ISP
36072 REVIEWED HISTORY ON VEHICLE WITH CUSTOMER AND SPECIFICALLY THE LAST VISIT INVOICE 244964 AND RECOMMENDATIONS MADE AT THAT TIME. TO SUM UP: FIRST PRIOROTY WAS TO FIX THE VEHICLE SO WE SENT IT OUT TO A TIRE WHEEL ALIGNMENT SPECIALITY SHOP TO DETERMINE THE PROBLEM. TOM AT LEO'S CALLED AND REPORTED A SEPARATED LEFT FRONT TIRE AND RECOMMENDED REPLACING BOTH FRONT TIRES AND ALIGNING. MR. WELCH AGREED AND REPAIRS WERE AUTHORIZED.
395 WAS AVAILABLE TO COMMENT ON WHY ALIGNMENT WAS RECOMMNEDED PREVIOUSLY AND THAT WAS BASED ON TIRE WEAR. THOSE TIRES WERE ON THE FRONT AND AS PART OF OUR BRAKE INSPECTION WE ROTATED THEM TO THE REAR. AFTER THE TIRES WERE ROTATED THE TIRE WHICH WAS SEPARATED WAS MOVED TO THE FRONT CAUSING TODAY'S SYMPTOMS. IN ADDITION BARBARA REFEREED CUSTOMER TO THE OWNER'S MANUAL SPECIFICALLY THE TIRE PAMPHLET IN THE MANUAL IN REGARDS TO DEFECT OR WORKMANSHIP AS THESE ARE NOT MERCURY CONCERNS.
[Tire Warranty is in file f: 02 05 02 1001 02 07 00101.] ----------------------------
[Welch's Comment: Leo's Tire Shop (LTS) reported to S&C that the right front tire showed cord slippage, which had previously been identified to Welch by Larry on 951005 as one possible cause of the pull to the right and vibration symptoms.
Cord slippage on the replaced tire is quite noticable on the tire as excessive wear, which is also now marked by LTS after having performed the work. Since Welch did not report symptoms to S&C on invoice 244964 and since S&C did not report findings of excessive wear on invoice 244964 dated 950906, it may only be coincidental that Welch reports experiencing symptoms after 950906.
In any case S&C paid costs of misalignment, which may have contributed to the problem.
It seems more likely that cord slippage had already occurred when the tires were rotated on 950906, such that alignment was not a contributing factor since the failed tire was on the rear axle.
S&C's report today 951009 that the basis of recommending wheel alignment on invoice 244964 was observation of wear indicates the need for better communication with respect to timely explanations of the basis for recommendations so all parties can assess the timliness of action. In this case the customer was required to bring the car back, doubling the handling expense. The risk of tire failure during use was also greatly increased under this record.]
[Received partial credit for defective tire on later invoice #247280 dated 951031.]
EST: 0.00 09OCT95 0944 SA: 6
Description Totals
Labor 0.00 Parts 0.00 Gas, oil lube 0.00 Sublet 126.00 Misc 0.00 Total 126.00 Adjustments 0.00 Sales tax 0.00 Total 126.00
LEO'S TIRE SHOP
2230 3RD STREET