CONTACTS
0201 - Future Ford
020101 - Mr. Don Tuller
020102 - Customer Service Representative
020104 - Service Department
SUBJECTS
Registration Annual Renewal DMV Car Mercury 2002 Paid $100 Until May
1103 -
1103 - ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 17 0000. ref SDS 15 0000.
110502 -
110503 -
110504 -
110506 - ..
1106 -
1107 -
1108 - Background
1109 -
110901 - On 120218 received invoice from DMV saying smog certification is
110902 - required. Have to take the vehicle to a smog check station.
110903 - At that time, submitted letter asking Future Ford to file smog
110904 - certification, reported on 120218 1852. ref SDS 12 KH6O
110906 - ..
110907 - On 120222 1340 took car to Future Ford for smog check test. Estimate
110908 - $53.00. ref SDS 14 Q54F
110910 - ..
110911 - On 120222 1726 received letter from Future Ford offering discount
110912 - coupons for car service. ref SDS 15 Q54F
110914 - ..
110915 - On 120223 1544 called Debbie at Future Ford for $20 credit using
110916 - discount coupon on car service. ref SDS 17 Q54F
110918 - ..
110919 - On 120224 0806 Jamie called and discussed $20 credit on performing
110920 - smog check test, ref SDS 0 Q54F, and will review further, ref SDS 0
110921 - EU6K
110923 - ..
110924 - On 120224 0806 Jamie called and discussed full $330 credit for
110925 - repairing starter which should be covered under warranty to replace
110926 - failed battery that causes the starter to fail, and under 90 day
110927 - warranty for services 2 weeks ago on 120128. ref SDS 0 EU7I
110928 -
110929 -
110931 - ..
1110 -
1111 -
1112 - Progress
1113 -
111301 - Ford
111302 -
111303 - Jamie Hall, Service Manager returned the call yesterday asking about
111304 - $20 credit for Smog check test, discussed with Debbie yesterday, and
111305 - then a message left for Jamie, reported on 120223 1544. ref SDS 17
111306 - Q54F
111308 - ..
111309 - Jamie said that the price for the smog check test was discounted, so
111310 - the customer cannot get a double discount.
111312 - ..
111313 - Reviewed the record showing Don initially quoted a price of $320,
111314 - entered on Future Ford's work order on 120222 1341. ref SDS 14 SG5G
111315 -
111316 - [On 120225 1114 letter to Future Ford explains entitlement
111317 - to $20 credit on Ford Owner Advantage Reward on charge for
111318 - Smog Check test service. ref SDS 18 YH6R
111320 - ..
111321 - Don was asked about a decimal point mistake posting a $320 charge for
111322 - services available in town for $30. We then agreed to a price of $53,
111323 - that pays Future Ford more than market prices of $30 for smog check
111324 - test services, plus a bonus for doing quality work, reported on 120222
111325 - 1341. ref SDS 14 MC5J
111327 - ..
111328 - Accordingly, the amount paid was not a discount, but rather an
111329 - increase over market prices.
111331 - ..
111332 - We reviewed understandings with Debbie that Future Ford management
111333 - objected to applying the earned $20 credit, because the customer did
111334 - not ask for the credit at time of payment. 120223 1544, ref SDS 17
111335 - Q54F
111337 - ..
111338 - Future Ford has applied earned credits on numerous transactions
111339 - without the customer knowing nor asking for credit, e.g., on 100930
111340 - 0730, ref SDS 7 BV5I
111342 - ..
111343 - Jamie said he will review the matter further and advise on findings.
111344 -
111345 - [On 120225 1114 letter to Future Ford explains entitlement
111346 - to $20 credit on Ford Owner Advantage Reward on charge for
111347 - Smog Check test service. ref SDS 18 YH6R
111349 - ..
111350 - Agreed that if entering a credit on a transaction 2 days ago causes
111351 - bookkeeping problems, Future Ford can waive or defer the credit to
111352 - next service at 110K miles in about a year.
111354 - ..
111355 - Emphasized appreciation for Don's work, and said that Debbie has been
111356 - outstanding handling payment matters. It is always a pleasure working
111357 - with Future Ford.
111358 -
111359 -
111360 -
111361 -
111362 -
1114 -
SUBJECTS
Default Null Subject Account for Blank Record
1203 -
120401 - ..
120402 - Warranty Credit Fix Starter Due to Failed Battery Replaced on Warranty
120403 -
120404 - Follow up
120405 -
120406 - Discussed Future Ford charges for warranty work fixing the starter and
120407 - replacing the battery reported on 120216 1117. ref SDS 11 JU8Q
120409 - ..
120410 - Jamie will investigate invoice 189370 to consider eliminating charges
120411 - to fix the starter, since it should be covered under warranty for
120412 - service performed on 120128 and/or warranty work to replace the failed
120413 - battery, as set out on 120216 1117. ref SDS 11 YC5J
120414 -
120415 - [On 120225 1114 letter to Future Ford confirms warranty
120416 - coverage on repairing starter damaged by failed battery
120417 - replaced on warranty, and for 90 day warranty on prior work
120418 - servicing the ignition starter system on 020128.
120419 - ref SDS 18 YH4W
120421 - ..
120422 - Jamie advised that Ford policy protects customers from collateral
120423 - damage caused by failed warranty work and parts.
120425 - ..
120426 - Jamie will call back on applying $20 credit, and refunding charges
120427 - for repairing the starter covered under warranty work to replace the
120428 - failed battery.
120429 -
120430 -
120431 -
120433 - ..
1205 -
1206 -
1207 - 1039
1208 -
120801 - Jamie did not call back
120802 -
120803 - [On 120225 1114 letter to Future Ford confirms entitlement
120804 - to warranty coverage on repairing starter damaged by failed
120805 - battery replaced on warranty, and for 90 day warranty on
120806 - prior work servicing the ignition starter system on 020128.
120807 - ref SDS 18 YH4W
120808 -
120809 -
120810 -
120811 -
120812 -
1209 -
Distribution. . . . See "CONTACTS"