CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Charles R. Mori; Controller
020102 - scinfo@creative.net
0202 - S & C Ford                           415 553 4400 fax or 800...
020201 - Mr. J.C. Andersen; Administration Ombudsman
020202 - scinfo@creative.net
020203 - Administration Department

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, Fix Mirror, Preventive Maintenance
Next Service Sticker
Safety Checks
Quality Care

0707 -    ..
0708 - Summary/Objective
0709 -
070901 - Follow up ref SDS 40 0000, ref SDS 39 0000.
070902 -
070903 - Received ref DRT 1 0001 from S&C responding to our letter on 000730,
070904 - ref DIP 2 0001, requesting good faith effort to correct defective
070905 - service, ref SDS 41 0001, because S&C's letter, ref DRP 2 0001 dated
070906 - 000718 and received on 000720, ref SDS 40 0001, did not result in
070907 - needed corrections.
070908 -
070909 - S&C's letter today is again signed by JC Anderson, but his title is
070910 - Ligitation Manager, ref DRT 1 W05N, rather than Administration
070911 - Ombudsman, shown in S&C's letter on 000718. ref DRP 2 YO6K
070912 - ..
070913 - S&C's response to hire a litigation manager, rather than more
070914 - mechanics and managers to ensure accurate, timely work, may reflect
070915 - recent problems reported by Ford and Firestone, who are major players
070916 - in S&C Ford's work practice.
070917 -
070918 -     [On 001011 Ford and Firestone report mistakes costing $450M due to
070919 -     poor management. ref SDS 42 0001
070920 -
070921 - S&C says in its letter today....
070922 -
070923 -     ....there is nothing further to discuss. What ever it might be you
070924 -     wish from us, I state declaratively, S&C rejects the opportunity
070925 -     to be of further service to you.  Should you feel an entitlement
070926 -     is due, please have your attorney contact me, thank you,
070927 -     ref DRT 1 0001,
070928 -
070929 - This response indicates S&C failed to review the letter on 000730 in
070930 - good faith, which states in part....
070931 -
070932 -       ....please let me know when you plan to complete S&C's response
070933 -       to the five (5) remaining issues on safety and warranty in the
070934 -       letter on July 5, ref DIP 2 6724,
070935 -
070936 - ...and offered....
070937 -
070938 -       ....to spend half an hour in a phone conference to provide
070939 -       orientation on how to understand the record, which is usually
070940 -       sufficient to tackle these issues, so that S&C can make a
070941 -       reasoned response to customer inquiry on July 5. ref DIP 2 5831
070942 -
070943 - The letter submitted on 000705, ref SDS 37 0001, listed 5 specific
070944 - service issues which S&C is required to correct under its contract and
070945 - policy of quality care. ref DIP 1 0042
070946 -
070947 - Since, as S&C reports today, the service sticker issue is resolved,
070948 - there are still 4 issues.
070949 -
070950 - S&C's refusal to perform necessary and reasonable corrections to prior
070951 - service violates its agreement with the customer, and reflects an
070952 - organization overcome by too many problems, as further indicated by
070953 - hiring a litigation manager.
070954 -
070955 -     [On 001207 economy declining due to declining earnings and stock
070956 -     prices because too many people have too many problems. ref SDS 43
070957 -     0001
070958 -
070959 -
070960 -
070961 -
070962 -
0710 -