CONTACTS
0201 - Future Ford
020101 - Mr. Les J Schivo
020102 - Service Advisor
020104 - Service Department
SUBJECTS
Mercury Sable 2002 Future Ford Invoice 189370 Paid $336 Battery Fail
5103 -
5103 - ..
5104 - Summary/Objective
5105 -
510501 - Follow up ref SDS 12 0000. ref SDS 11 0000.
510502 -
510503 - Future Ford discovered problems starting the car are caused by failure
510504 - of the ignition system starter. ref SDS 0 JU8Q There was an
510505 - explanation that failure of the starter caused the battery to fail,
510506 - and so Future Ford replaced the battery under warranty. ref SDS 0 CH4M
510507 - Received the car and paid invoice of $336. ref SDS 0 GP62 Review
510508 - shows that since customer was entitled to replace the battery under
510509 - warranty, it could not have been damaged by the starter, but rather
510510 - the failed battery caused the starter to fail. ref SDS 0 IT4F As a
510511 - result, collateral damage to the starter should be covered by the
510512 - warranty on the battery; and/or alternatively warranty on Future
510513 - Ford's work on the ignition system 2 weeks ago on 120128 should cover
510514 - repairs to the ignition system today. ref SDS 0 E54F
510515 -
510516 - [On 120222 1341 took car to Future Ford and got smog check
510517 - test, ref SDS 15 Q54F; paid $53.25 for performing the test
510518 - and filing report with DMV, ref SDS 15 GP62, car seemed to
510519 - pass with most emissions testing zero, indicating car is
510520 - running well. ref SDS 15 U36G
510522 - ..
510523 - [On 120224 0806 Jamie the Service Manager investigating
510524 - applying charges to replace the starter to coverage under
510525 - warranty for replacing the failed battery. ref SDS 16 EU7I
510527 - ..
510528 - [On 120225 1114 letter to Future Ford confirms warranty
510529 - coverage on repairing starter damaged by failed battery
510530 - replaced on warranty, and for 90 day warranty on prior work
510531 - servicing the ignition starter system on 020128.
510532 - ref SDS 17 YH4W
510534 - ..
510535 - [On 120225 1114 letter to Future Ford commends service
510536 - maintaining 10 year old car in "like new" condition,
510537 - based on findings in smog check test report.
510538 - ref SDS 17 YI3K
510539 -
510540 -
510541 -
510542 -
510544 - ..
5106 -
5107 -
5108 - Progress
5109 -
510901 - Drove to Future Ford and met with Don, planned with Jamie, Service
510902 - Manager on 120214 0821, ref SDS 12 VU6Q, and confirmed in the letter
510903 - to Future Ford later that day on 120214 0821. ref SDS 12 PR6F
510905 - ..
510906 - This work supplements recent 105K service on 120128 1116. ref SDS 8
510907 - 4G6N
510909 - ..
510910 - Don will investigate ignition system to determine cause of recent
510911 - problems with ignition system.
510912 -
510914 - ..
5110 -
5111 -
5112 - 1443
5113 -
511301 - Don called and said Future Ford was successful repeating problems
511302 - using the ignition system, reported to Future Ford on 120214 0821,
511303 - ref SDS 12 VU6Q, citing problems at Wells Fargo bank starting the car
511304 - this past Monday on 120213 0945, ref SDS 11 KR6G, and reported to Don
511305 - later that morning also on 120213 0945 at 1012. ref SDS 11 T69L
511307 - ..
511308 - Don advised that investigation today discovered the ignition system is
511309 - failing intermittantly due to a failed "starter" part.
511311 - ..
511312 - Don further seemed to say that Future Ford has found the battery has
511313 - failed and this somehow caused damage to the starter. He said both
511314 - the starter and the battery must be replaced in order to repair the
511315 - ignition system.
511317 - ..
511318 - It is unclear in the record why the battery needs to be replaced,
511319 - since examination by Future Ford found the battery in good working
511320 - order and charged 100%, reported on 120128 1116. ref SDS 8 DW6M The
511321 - battery tested 100% again by Don on 120213 0945. ref SDS 11 T69L
511322 -
511323 - [...below on 120216 1117 at 1540 Future Ford invoice 189370
511324 - actually says the batter failed and was replaced on
511325 - warranty; if the starter caused the battery to fail that
511326 - would not be a warranty issue, but if the battery caused
511327 - the starter to fail, as indicated by Future Ford's records,
511328 - then the cost to repair the starter should be covered by
511329 - the battery warranty. ref SDS 0 IT4F
511331 - ..
511332 - Don said the cost will be $450 total tax included to replace the
511333 - starter. Don said Future Ford will replace the battery at no charge.
511335 - ..
511336 - Advised that $450 for a starter replacement is over budget, since work
511337 - today repairs "tune up" work Future Ford performed to fix the ignition
511338 - system on 120128 1116. ref SDS 8 6C4H
511340 - ..
511341 - Don said he will investigate a credit.
511343 - ..
511344 - Asked Don how long the work will take?
511346 - ..
511347 - Don said making repairs may take several hours, so will have to leave
511348 - the car overnight.
511350 - ..
511351 - Decided to get the car and bring it back to perform repairs.
511353 - ..
511354 - Don said the car is up on a rack and partly disassembled, required to
511355 - perform testing and diagnosis. It will cost more money for labor to
511356 - assemble the car for the customer to drive it home, and then dissamble
511357 - tomorrow when the customer returns for performing required repair
511358 - work.
511360 - ..
511361 - Decided to leave the car overnight and get it tomorrow.
511363 - ..
511364 - Don said Future Ford will come and get me tomorrow in order to get
511365 - the car.
511366 -
511367 -
511369 - ..
5114 -
5115 -
5116 - 1525
5117 -
511701 - Don called back.
511702 -
511703 - He said the mechanic is willing to stay late today and finish the
511704 - car, so can pick it up tonight before 1800.
511706 - ..
511707 - Don said Future Ford has reduced the charge for this work to $330.
511709 - ..
511710 - I accepted this charge on the grounds that the customer is responsible
511711 - for the work, rather than Future Ford under warranty for repairs
511712 - performed on 120128 1116. ref SDS 8 4G6N
511713 -
511714 -
511715 -
511717 - ..
5118 -
5119 -
5120 - 1632
5121 -
512101 - Don called back and said the car is ready.
512102 -
512103 - He said the mechanic was able to complete the work faster than
512104 - expected.
512105 -
512106 -
512108 - ..
5122 -
5123 -
5124 - 1722
5125 -
512501 - Visited Future Ford to pay for repairs and receive car.
512502 -
512503 - Don said he and the mechanic tested the car by turning the key to
512504 - start the key over and over again. After numerous successful starts,
512505 - failure occurred, as reported this past Monday on 120213 0945.
512506 - ref SDS 11 KR6G
512508 - ..
512509 - Asked Don to explain why the battery was replaced, since examination 2
512510 - weeks ago by Future Ford found the battery and starter both in good
512511 - working order reported on 120128 1116. ref SDS 8 DW6M Moreover, The
512512 - battery was tested again 100% by Don after severe starter problems
512513 - occurred and just 2 days prior to reported total failure this past
512514 - Monday on 120213 0945. ref SDS 11 T69L
512516 - ..
512517 - Don said he doesn't know why or what damage has occurred to the
512518 - starter and battery that requires replacement, since both were was
512519 - fully functional starting the car for driving to Future Ford this
512520 - morning, and the battery was still fully charged when delivered to
512521 - Future Ford this morning.
512523 - ..
512524 - Don said he feels the mechanic ordered replacement of the battery
512525 - because nothing specific can be identified that caused the starter to
512526 - fail, so he thinks it was likely some odd thing in the electrical
512527 - system that affected the battery and the starter.
512528 -
512529 - [...below on 120216 1117 at 1540 Future Ford invoice 189370
512530 - actually says the battery failed and was replaced on
512531 - warranty; if the starter caused the battery to fail that
512532 - would not be a warranty issue, but if the battery caused
512533 - the starter to fail, as indicated by Future Ford's records,
512534 - then the cost to repair the starter should be covered by
512535 - the battery warranty. ref SDS 0 IT4F
512537 - ..
512538 - [On 120224 0806 Jamie the Service Manager investigating
512539 - applying charges to replace the starter to coverage under
512540 - warranty for replacing the failed battery. ref SDS 16 EU7I
512542 - ..
512543 - Received...
512545 - ..
512546 - Bill for Automobile Mechanic Services Received
512547 -
512548 - Follow up ref SDS 8 4G6N, ref SDS 6 S17N.
512549 -
512550 - 1. Invoice.................................... 189370
512551 - 2. Date....................................... 120216
512553 - ..
512554 - 3. Future Ford
512555 - 2285 Diamond Boulevard
512556 - Concord, CA 94520
512557 - 925 686 5005
512559 - ..
512560 - 4. Customer
512567 - ..
512568 - 5. Service Advisor............................ Don Tuller - 492
512577 - ..
512578 - 7. Labor............................. $111.30
512579 - Parts............................. 206.97
512580 - Gas, oil, lube.................... 0.00
512581 - Sublet amount..................... 0.00
512582 - Deductable........................ 0.00
512583 - Total charges..................... 318.27
512584 - Less INS/DED/DIS.................. 0.00
512585 - Sales tax......................... 18.11
512586 - Pay this amount................... $336.38
512587 -
512589 - ..
512590 - Paid with Wells Fargo debit card................ $336.38
512591 -
512592 - [On 120224 0806 Jamie the Service Manager investigating
512593 - applying charges to replace the starter to coverage under
512594 - warranty for replacing the failed battery. ref SDS 16 EU7I
512595 -
512596 - [On 120225 1114 letter to Future Ford confirms warranty
512597 - coverage to refund $336.38 on repairing starter damaged by
512598 - failed battery replaced on warranty, and for 90 day
512599 - warranty on prior work servicing the ignition starter
512600 - system on 020128. ref SDS 17 YH4W
512602 - ..
512603 - [On 120301 1142 meeting at Future Ford; Jamie received
512604 - letter claiming refund of $336.38 charge on invoice #189370
512605 - for replacing starter under warranty coverage for prior
512606 - work and to replace defective battery. ref SDS 18 US3M
512607 - Jamie had problems finding records on the work in Future
512608 - Ford's computer system; he will complete researching
512609 - records and respond to the letter dated 120225, later on
512610 - 120301. ref SDS 18 K369
512612 - ..
512613 - [On 120301 1142 meeting at Future Ford delivered car to
512614 - report squeaking noise the past few days. ref SDS 18 X236
512616 - ..
512617 - [On 120302 1258 Future Ford discovered replaced starter
512618 - again damaged by prior work on 120128, and required another
512619 - replacement, ref SDS 19 X236 received invoice #190084.
512620 - ref SDS 19 C55O
512622 - ..
512623 - [On 120307 1810 letter cites meeting at Future Ford on
512624 - 120301 claiming warranty refund payment due of $336.38,
512625 - ref SDS 20 X236, on invoice #189370 for work replacing the
512626 - starter on 120216, ref SDS 13 GP62, which was damaged
512627 - performing tune up services on the ignition starter system
512628 - presented in invoice #188423 dated 120128. ref SDS 8 6C4H
512629 - implements Future Ford's letter on 120131, requesting
512630 - reports on quality of service and notifying that customer
512631 - satisfaction is highest priority. ref SDS 9 PO5P
512633 - ..
512634 - [On 120313 1037 Jamie called and advised that Future Ford
512635 - has not approved payment of $336.78 for erroneous charges
512636 - to fix the starter damaged by defective work; he is sending
512637 - a letter to explain findings. ref SDS 21 WG9J
512639 - ..
512640 - Poste expense ledger...
512644 - ..
512645 - Payment history...
512646 -
512647 - 1. 120215.....................$336.38...... ref SDS 0 GP62
512648 - 2. 120128.....................$415.46...... ref SDS 8 GP62
512649 - 3. 110805.....................$796.00...... ref SDS 6 GP62
512650 - 4. 100930.....................$ 0.00...... ref SDS 4 BV5I
512651 -
512653 - ..
512654 - Future Ford explanation of work performed and charges....
512655 -
512656 - A. Customer states intermitant no crank; check and advise
512657 - cause:
512658 -
512659 - 100 Electrical repairs
512660 -
512661 - 545 W94..................... N/C
512662 -
512663 - 1 BXT *36*R BATTERY............. N/C
512664 - FC: PART#: COUNT:
512665 - Claim Type:
512666 - Authorization code:
512667 - 00519
512669 - ..
512670 - 105180 (miles) verified customer concern battery test
512671 - failed, alternator system passed; recommended to replace
512672 - battery / DTC 100ET1JTS0000/ACES XA0FH. SPW claim refer to
512673 - RO 148097 on 100118 18 Jan 2010 at 90531 miles.
512675 - ..
512676 - This record finding the battery failed and requires replacement under
512677 - warranty, seems to show it caused damage to the starter and required
512678 - replacing the starter, rather than the other way speculated by Future
512679 - Ford, per above. ref SDS 0 2Y4H
512681 - ..
512682 - If the starter failed and damaged the battery, how can the battery be
512683 - replaced under warranty? There is nothing in the record showing the
512684 - starter caused the battery to fail, per below, ref SDS 0 6C4H, which
512685 - appears conflicting with charging the customer for warranty work,
512686 - discussed with Don, per above. ref SDS 0 2Y4H
512687 -
512688 - [On 120224 0806 Jamie the Service Manager investigating
512689 - applying charges to replace the starter to coverage under
512690 - warranty for replacing the failed battery. ref SDS 16 EU7I
512692 - ..
512693 - [On 120225 1114 letter to Future Ford confirms warranty
512694 - coverage on repairing starter damaged by failed battery
512695 - replaced on warranty, and for 90 day warranty on prior work
512696 - servicing the ignition starter system on 020128.
512697 - ref SDS 17 YH4W
512699 - ..
512700 - Future Ford Invoice 189370 continues...
512701 -
512702 - B. Quick Lane Report Card Inspection
512703 -
512704 - Q99P Quick Lane Report Card Inspection
512705 -
512706 - 545 I....................... N/C
512707 -
512709 - ..
512710 - C. Set tire pressure 105180 miles
512711 -
512712 - PSI *** set tire pressure ***
512713 -
512714 - 545 I....................... N/C
512715 -
512717 - ..
512718 - D. Replace starter
512719 -
512720 - 100 Electrical repairs
512721 -
512722 - 545 C....................... 111.30
512723 -
512724 - 1 YF1Z*11002*AARM*REMAN
512725 - STARTER MOTOR ASY............ 206.97
512726 -
512727 - 105180 miles replace starter
512729 - ..
512730 - EST: $159 120216 1129 SA: 492
512732 - ..
512733 - There is no record here showing why the ignition system failed 2 weeks
512734 - after work on the ignition system performed by Future Ford reported on
512735 - 120128 1116. ref SDS 8 6C4H Nothing indicates the starter caused the
512736 - battery to fail, yet the record says the battery did fail and was
512737 - replaced under warranty. ref SDS 0 IT4F
512739 - ..
512740 - If the starter failed due to normal wear and tear, and as a result
512741 - damaged the battery, then there is no entitlement to replacement of
512742 - the battery under warranty. Since Future Ford replaced the battery
512743 - under warranty, this indicates finding the starter did not cause the
512744 - battery to fail, but rather the failed battery damaged the starter.
512746 - ..
512747 - These circumstances of Future Ford having worked on the ignition
512748 - system 2 weeks prior to failure, shown on 120128 1116, ref SDS 8 6C4H,
512749 - and there being no record of ignition system problems during the
512750 - preceeding years, and since the battery failure likely caused damage
512751 - to the starter component of the ingition system, ref SDS 0 IT4F,
512752 - indicates the customer should not be charged for work covered by the
512753 - warranty on Future Ford services performed 120128, and/or warranty on
512754 - the battery performed today.
512755 -
512756 - [On 120224 0806 Jamie the Service Manager investigating
512757 - applying charges to replace the starter to coverage under
512758 - warranty for replacing the failed battery. ref SDS 16 EU7I
512760 - ..
512761 - [On 120301 1142 meeting at Future Ford; Jamie received
512762 - letter claiming refund of $336.38 charge on invoice #189370
512763 - for replacing starter under warranty coverage for prior
512764 - work and to replace defective battery. ref SDS 18 US3M
512765 - Jamie had problems finding records on the work in Future
512766 - Ford's computer system; he will complete researching
512767 - records and respond to the letter dated 120225, later on
512768 - 120301. ref SDS 18 K369
512770 - ..
512771 - [On 120302 1258 Future Ford found same problems with
512772 - starter and had to replace it again; feels prior ignition
512773 - system problems are now corrected so starter problems
512774 - should not happen again. ref SDS 19 X236
512776 - ..
512777 - [On 120307 1810 letter cites meeting at Future Ford on
512778 - 120301 claiming warranty refund payment due of $336.38,
512779 - ref SDS 20 X236, on invoice #189370 for work replacing the
512780 - starter on 120216, ref SDS 13 GP62, which was damaged
512781 - performing tune up services on the ignition starter system
512782 - presented in invoice #188423 dated 120128. ref SDS 8 6C4H
512783 - implements Future Ford's letter on 120131, requesting
512784 - reports on quality of service and notifying that customer
512785 - satisfaction is highest priority. ref SDS 9 PO5P
512787 - ..
512788 - [On 120313 1037 Jamie called and advised that Future Ford
512789 - has not approved payment of $336.78 for erroneous charges
512790 - to fix the starter damaged by defective work; he is sending
512791 - a letter to explain findings. ref SDS 21 WG9J
512792 -
512793 -
512794 -
512795 -
512796 -
512797 -
5128 -
Distribution. . . . See "CONTACTS"