CONTACTS
0201 - Future Ford
020101 - Mr. Jamie Hall; Manager
020103 - Service Department
SUBJECTS
Default Null Subject Account for Blank Record
0403 -
0403 - ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 16 0000. ref SDS 15 0000.
040502 -
040503 -
040504 -
040505 -
040506 -
040507 -
040509 - ..
0406 -
0407 -
0408 - Background
0409 -
040901 - On 120128 ignition system serviced with tune up under invoice 188423,
040902 - ref SDS 1 6C4H
040904 - ..
040905 - On 120216 failure of the ignition starter system replaced under
040906 - invoice 189370 on 120216. ref SDS 4 6C4H
040908 - ..
040909 - On 120225 1114 filed warranty claim to recover cost of repairing
040910 - starter damaged by prior work on 120128. ref SDS 6 YH5L
040912 - ..
040913 - On 120307 1810 letter cites meeting at Future Ford on 120301 claiming
040914 - warranty refund payment due of $336.38, ref SDS 9 X236, on invoice
040915 - #189370 for work replacing the starter on 120216, ref SDS 4 GP62,
040916 - which was damaged performing tune up services on the ignition starter
040917 - system presented in invoice #188423 dated 120128. ref SDS 1 6C4H
040918 - implements Future Ford's letter on 120131, requesting reports on
040919 - quality of service and notifying that customer satisfaction is highest
040920 - priority. ref SDS 2 PO5P
040922 - ..
040923 - On 120307 1810 letter requests payment of $336.38 for warranty claim
040924 - submitted 3rd time. ref SDS 9 P85V
040926 - ..
040927 - On 120313 1037 received call from Jaime, Service Manager at Future
040928 - Ford reporting progress responding to warranty claim for payment of
040929 - $336.38 to repair ignition starter system following prior work 2 weeks
040930 - earlier. ref SDS 10 6Y5H Jamie will submit Future Ford's analysis
040931 - toward finalizing the claim. ref SDS 10 EF4O
040933 - ..
040934 - On 120315 1527 Future Ford letter correctly presents evidence showing
040935 - service work history leading to damaged ignition starter system,
040936 - ref SDS 11 AG8N, but denies responsibility and refuses to honor 12
040937 - month warranty on service repairs. ref SDS 11 EC3Y
040939 - ..
040940 - On 120316 1440 letter responds to Future Ford notes agreement on
040941 - service history leading to damaged starter, ref SDS 12 R46X; explains
040942 - grounds for entitlement to recover cost of repairing the starter
040943 - caused by damage doing prior work on the electrical ignition system,
040944 - ref SDS 12 R54O, and as a result, Future Ford should provide warranty
040945 - coverage refunding $336.38. ref SDS 12 R56J
040947 - ..
040948 - On 120316 1440 at 1923 Jamie responds, and requests meeting at Future
040949 - Ford to explain details of car repairs. ref SDS 13 5D6M
040951 - ..
040952 - On 120316 1440 at 2002 agree to meet at Future Ford again; request
040953 - letter explaining "repairs, relationships, and reasons why, in order
040954 - to prepare for a productive meeting, and advise do not want to
040955 - encounter terms and details not previously presented. ref SDS 13 LA8K
040957 - ..
040958 - On 120319 0923 letter notifies Future Ford will call at 1400 for
040959 - discussion on resolving warranty starter claim, as requested in Future
040960 - Ford's letter on 120317. ref SDS 15 AG8N
040962 - ..
040963 - On 120317 1540 receive letter from Future Ford refusing to submit
040964 - additional evidence on settling warranty claim, and insists on meeting
040965 - saying resolution is within reach. ref SDS 14 AG8N
040967 - ..
040968 - On 120319 0923 letter notifies Future Ford will call at 1400 today for
040969 - discussion to resolve warranty claim on starter. ref SDS 15 AG8N
040971 - ..
040972 - On 120319 0923 at 1538 service manager at Future Ford represents that
040973 - nothing Future Ford could have done providing tune up services on
040974 - 102128 could have caused the battery and starter to fail a week or so
040975 - later, and concludes the customer suffered an unlucky coincidence.
040976 - ref SDS 16 R49R
040978 - ..
040979 - On 120319 0923 at 1623 research found design life of starter is over
040980 - 15 years driving 10K miles per year. Since customer drives car about
040981 - 5K miles per year, life cycle of starter should exceed design life,
040982 - and so most likely it did not fail due to "wear and tear." ref SDS 16
040983 - GR5F Research identified at least 5 ways poor service on 120128 could
040984 - have damaged the starter, and thereby present a far more likely cause
040985 - of failure than that the customer suffered an unlucky coincidence.
040986 - ref SDS 16 N23F
040987 -
040988 -
040989 -
040990 -
040992 - ..
0410 -
0411 -
0412 - Progress
0413 -
041301 - Notify Ford about recovery warranty claim...
041302 -
041303 - http://www.contacthelp.com/directory/Ford?ListingID=176
041305 - ..
041306 - Contact Ford:
041307 -
041308 - Call Ford's Customer Assistance Center at 800-392-3673 to
041309 - register a complaint. If they cannot resolve your
041310 - complaint, ask for an arbitration package for the Dispute
041311 - Settlement Board (see below).
041313 - ..
041314 - Customer Relationship Center
041315 - United States
041316 - 800-392-3673
041318 - ..
041319 - Talked to Patricia.
041321 - ..
041322 - Explained background, per above. ref SDS 0 6Y5H
041324 - ..
041325 - Case number...................................... 0420380802
041327 - ..
041328 - Patricia said a complaint will be filed with GM or owner of
041329 - dealership.
041331 - ..
041332 - Customer may be contacted by dealership for further follow up.
041334 - ..
041335 - Patricia said the customer will not get feedback from Ford, but can
041336 - call in a few weeks and get verbal explanation of resolution.
041338 - ..
041339 - Patricia said Ford will only pay for collateral damage if the
041340 - dealership has affirmative proof, like a photograph of burned wiring
041341 - between the battery and the starter.
041343 - ..
041344 - We reviewed the record showing only the battery can damage the
041345 - starter, shown yesterday on 120319 1400. ref SDS 16 N23F
041346 -
041348 - ..
0414 -
0415 -
0416 - 0926
0417 -
041701 - Letter to Future Ford says...
041702 -
041703 - 1. Subject: Re: Warranty Claim $336 Ignition System Correct work Jan 28 Invoice 188423
041704 - Date: Tue, 20 Mar 2012 09:24:19 -0700
041711 - ..
041712 - 2. Thanks for taking time yesterday to call and explain Future
041713 - Ford's finding that subject claim was denied on grounds that
041714 - failure of the battery and starter at 50% of design life was
041715 - due to the customer suffering "unlucky coincidence" a week or
041716 - so after service on 120128. [...referencing call on 120319
041717 - 1400. ref SDS 16 R49R...]
041719 - ..
041720 - 3. As you requested, after your call research found 5 ways errors
041721 - and omissions on service invoice #188423 caused the starter to
041722 - fail - see line 042527. ref SDS 16 R49R
041724 - ..
041725 - 4. I contacted the parent company to facilitate meeting Future
041726 - Ford's goals to warrant service and parts that optimize
041727 - customer satisfaction. ref SDS 0 AG8N
041728 -
041734 -
041735 -
041736 -
041737 -
041738 -
041739 -
041740 -
041741 -
0418 -
Distribution. . . . See "CONTACTS"