| July 30, 2000 | 02 05 02 61 00073001 |
Mr. Charles R. Mori
Controller
scinfo@creative.net
S & C Ford
450 Rhode Island Street
San Francisco, CA 94107-2320
| Subject: | Claim $900 Waived, Pending Issues on June 30, 2000 |
References
Thanks very much for asking J.C. Andersen to answer the letter to you requesting action on pending cost, safety and warranty issues. J.C's letter on July 18, following the discussion between you and I on July 17, submitted the sticker for the next service reminder. This is good work, and a big help.
J.C. further reported the letter on July 5 provided effective customer feedback to S&C. As you know, at this time, we have waived entitlement to cost refunds in order to help S&C focus on fixing service problems. We remain committed to make good on that waiver, despite escalating costs, in return for good faith response by S&C. In this spirit, please let me know when you plan to complete S&C's response to the five (5) remaining issues on safety and warranty in the letter on July 5, which J.C. found was thoughtful and thorough.
While it is difficult to focus on customer inquiries when everyone is excited about moving to new facilities, and the economy seemingly brings unending rewards, and burdens of hiring and retaining staff, we believe some priority is justified on meeting S&C's commitments to customers. If it is easier to focus the S&C team without the cost claim waiver, just let me know. Additionally, if you need help reviewing a complex record, I am willing to spend half an hour in a phone conference to provide orientation on how to understand the record, which is usually sufficient to tackle these issues, so that S&C can make a reasoned response to customer inquiry on July 5.
THE WELCH COMPANY
Rod Welch
rowelch@attglobal.net
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