THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700


December 14, 1996

02 05 02 96121401



Mr. Charles Mori
Controller
S & C Ford
450 Rhode Island Street
San Francisco, CA 94107

Subject: Customer # 703616
Maintenance, TQM Customer Service Program

References:

  1. Unocal Invoice #P161754, Dec 14, 1996
  2. S&C Service Invoice #266129, Nov 4, 1996
  3. Welch letter dated Nov 6, 1995
  4. Welch letter dated Oct 23, 1995
  5. S&C Invoice #246377, dated Oct 9, 1995

Dear Charles,

Today, we had a flat tire which seems like it should have been prevented by S&C's inspection of the vehicle on Nov 4, ref b. S&C has done an excellent job, with only a few exceptions. The flat tire is submitted herewith for your inspection. Why, six (6) weeks after inspection and no report of wear by S&C, is there a report of excessive wear and cord slippage that caused complete failure, ref a? Our objective is to take action before failure occurs, as S&C did last year, ref e.

Should we, as the customer, be doing more to assist S&C with preventive maintenance? Would better communications help, per ref c? When S&C replaced 2 tires last year, it was reported that S&C did not properly rotate the tires; please let me know your thoughts on this current failure. We have no intent to make a claim against S&C, but merely inquire as to possible improvements in service. Your ideas are appreciated on building a successful partnership between customer and S&C Ford.

Sincerely,

THE WELCH COMPANY



Rod Welch

Post Script:

The attached record assists S&C in having a complete picture of service history on our vehicle. Let me know if you need copy of the Unocal invoice. I think the critical facts are in the SDS record.