CONTACTS
0201 - Future Ford
020101 - Mr. Don Tuller
020102 - Customer Service Representative
020104 - Service Department
SUBJECTS
Mercury Sable 2002 Future Ford Warranty Claim Refund Invoice 189370
3303 -
3303 - ..
3304 - Summary/Objective
3305 -
330501 - Follow up ref SDS 21 0000. ref SDS 20 0000.
330502 -
330503 -
330504 -
330506 - ..
3306 -
3307 -
3308 - Progress
330901 - ..
330902 - Starter Credit Repair Charges Damage by Failed Battery
330903 -
330904 - Follow up ref SDS 21 EU7I, ref SDS 20 K48H.
330905 -
330906 - Sent letter to Future Ford implementing Jamie Hall's letter on 120131
330907 - notifying that customer satisfaction is top priority, ref SDS 11 PO5P,
330908 - and applied to recent work fixing ignition system starter problem on
330909 - 120216 1117, ref SDS 14 0001, and also asking about $20 credit for
330910 - smog check test services on 120222 1341. ref SDS 17 GP62, and
330911 - saying...
330912 -
330913 - 1. Subject: Ignition System Correct work Jan 28 Invoice 188423 Warranty Coverage
330914 - Date: Sat, 25 Feb 2012 11:54:20 -0800
330921 - ..
330922 - 3. This confirms your call yesterday morning [...on 120224 0806,
330923 - ref SDS 21 EU7I...], on quality care for warranty work on
330924 - 120216 under invoice 189370, ref SDS 14 IT4F, that followed
330925 - work on invoice 188423 to service the ignition system [...
330926 - reported on 120128 1116. ref SDS 10 6C4H...], and as requested
330927 - in the letter to Future Ford on 120214, ref SDS 13 RX6P,
330928 -
330929 - [On 120229 0858 Future did not respond, so printed letter
330930 - and delivered to Debbie at Future. ref SDS 22 K48H
330932 - ..
330933 - [On 120301 1142 meeting at Future Ford; Jamie received
330934 - letter claiming refund of $336.38 charge on invoice #189370
330935 - for replacing starter under warranty coverage for prior
330936 - work and to replace defective battery. ref SDS 23 US3M
330937 - Jamie had problems finding records on the work in Future
330938 - Ford's computer system; he will complete researching
330939 - records and respond to the letter dated 120225, later on
330940 - 120301. ref SDS 23 K369
330942 - ..
330943 - 4. You explained yesterday that the battery was found defective
330944 - ...[referencing telephone call on 120224 0806. ref SDS 21
330945 - EU7I...], and so was replaced under warranty, as shown in
330946 - invoice 189370 [...reported on 120216 1117, ref SDS 14
330947 - IT4F...], see line 512609...
330949 - ..
330950 - 5. The defective battery damaged the starter in the ignition
330951 - system, and so work on the starter must also be covered under
330952 - warranty. [...discussed previously in letter to Jamie on 120213
330953 - 0945. ref SDS 12 RF4R...]. Further, since Future Ford serviced
330954 - the ignition system 2 weeks prior on 120128 under invoice
330955 - 188423, there is additional warranty coverage for 90 days to
330956 - protect against inadvertent mistakes performing complex tune up
330957 - services, as set out in the invoice. [...see the record on
330958 - 120128 1116. ref SDS 10 6C4H...] at line 511922...
330959 -
330960 - [On 120313 1037 Jamie called and advised that Future Ford
330961 - has not approved payment of $336.78 for erroneous charges
330962 - to fix the starter damaged by defective work; he is sending
330963 - a letter to explain findings. ref SDS 24 WG9J
330965 - ..
330966 - [On 120315 1527 letter from Jamie, Service Manager,
330967 - confirms Future Ford performed tune up that included work
330968 - on ignition system and within 2 weeks the ignition starter
330969 - and the battery failed, well within the 12 month warranty
330970 - period; Future Ford replaced the battery; yet, refuses to
330971 - honor the warranty for repairing the starter. ref SDS 25
330972 - AG8N
330974 - ..
330975 - 6. Please submit notice when warranty coverage is applied for
330976 - starter work on invoice 189370.
330977 -
330978 -
330979 -
3310 -
SUBJECTS
Default Null Subject Account for Blank Record
3403 -
340401 - ..
340402 - Owner Advantage Reward $20 Credit Apply Next Service
340403 -
340404 - Follow up ref SDS 18 Q54F, ref SDS 17 Q54F.
340405 -
340406 - 7. Yesterday, we also discussed Future Ford's long standing
340407 - practice to apply credits, in this case $20 for work on
340408 - Thursday, 120222, reported in your invoice 189668. ref SDS 17
340409 - Z95H Debbie referred the matter to you because, when the bill
340410 - was paid I didn't know credit was due, and so failed to make an
340411 - express request. [...see telecon with Debbie on 120223 1544.
340412 - ref SDS 20 Q54F...]. As we discussed, I have never asked for
340413 - credits of any kind. Future Ford has always applied credits
340414 - which I never knew existed, see the record for work on 1000930
340415 - at line 142114.... 100930 0730, ref SDS 7 BV5I...].
340417 - ..
340418 - 8. In our call, you explained the $20 coupon credit should not be
340419 - applied because Future Ford discounted the cost of smog check
340420 - testing to $53.25. You offered instead to preserve the credit
340421 - until the car is serviced again, due at 110K miles. [...
340422 - reported on 120224 0806, ref SDS 21 BP3M...].
340424 - ..
340425 - 9. I explained understanding that $53 was a negotiated market rate
340426 - for smog check testing, in that Don discovered the initial
340427 - estimate of $320 was erroneous. [...referencing the call
340428 - yesterday on 120224 0806. ref SDS 21 LW40...]. I assumed this
340429 - was a decimal point mistake, since smog testing is commonly
340430 - performed in our area for $30 or so. Don pointed out that
340431 - companies who advertise $30 usually charge additional for
340432 - filing the report with the DMV by email. He proposed $53, and
340433 - I accepted the additional $20 as the cost of Future Ford's high
340434 - standard of care. [...referencing meeting with Don at Future
340435 - Ford on 120222 1341. ref SDS 17 MC5J...].
340437 - ..
340438 - 10. Your solution is accepted deferring the $20 credit, but please
340439 - ask Debbie to put a yellow stick note the computer to remind
340440 - us, because I'll forget all about this tomorrow, much less in 6
340441 - months or so when 110K mile service is needed. Note as well
340442 - that the $20 outstanding credit should be posted to the account
340443 - before 120331, as set out in Future Ford's letter on 120221,
340444 - see line 1112. [...see the record actually dated 120222 1726,
340445 - ref SDS 18 Q54F...]
340447 - ..
340448 - 11. Finally, cannot say enough about outstanding service and
340449 - professionalism at Future Ford. The smog check test says it
340450 - all, showing most everything zero omissions, reported on
340451 - Thursday, see line 111890 [...for, 120222 1341, ref SDS 17
340452 - U36G...]
340454 - ..
340455 - 12. Clearly, your team keeps even a 10 year old car running like
340456 - new. [...proving Future Ford's claims on 120131, that customer
340457 - satisfaction is top priority, ref SDS 11 PO5P...], While
340458 - waiting for the smog check test chatted with the sales guys
340459 - about a new car. Good teamwork between sales and service
340460 - builds confidence about big decisions.
340462 - ..
340463 - 13. Keep up the good work.
340464 -
340470 -
340471 -
340472 -
340473 -
340474 -
340475 -
340476 -
340477 -
340478 -
3405 -
Distribution. . . . See "CONTACTS"