CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Steve Wainwright; Customer Service Manager =Telephone
020102 - Service Department
0202 - S & C Ford                           415 553 4400 fax or 800...
020201 - Mr. Larry Smith; Manager
020202 - Service Department

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, Safety Check, Service Window

0404 -    ..
0405 - Summary/Objective
0406 -
040601 - Follow up ref SDS 11 0000, ref SDS 10 0000.
040602 - ..
040603 - Talked to Steven, received work order.
040604 -
040605 - S&C called and advised that fixing the hoses cited in the invoice for
040606 - the prior service 3 months ago, requires $1,300 to replace a water
040607 - pump. ref SDS 0 2448  S&C seems not to have fixed the window wash
040608 - system, but charged $46 to report that it needs to be fixed. Called
040609 - and had this charge reversed. ref SDS 0 1840
040610 -
040611 - Scheduled service to repair water pump for 981103.
040612 - ..
040613 - Received invoice 303959 dated today. ref DRT 1 0000
040614 -
040615 -    [On 981014 visited Ross. ref SDS 12 0000]
040616 - ..
040617 - S&C reports changing the oil and filter, ref DRT 1 6177 and that
040618 - a vehicle safety check to top off fluids was done. ref DRT 1 8556
040619 -
040620 -    [On 981014 Ross found that fluid may need to be added to the
040621 -    coolant container. ref SDS 12 5880]
040622 -
040623 -    [On 981025 submitted letter to S&C on scope of services for work on
040624 -    981103. ref SDS 13 0000]
040625 -
040626 -    [On 981103 S&C fixed problems in 981022 service. ref SDS 14 0000]
040627 -
040628 -    [On 981103 S&C charged to top off fluids in window wash system...
040629 -    ref SDS 14 3696]
040630 -
040631 -    [On 981103 S&C charged to top off coolant system. ref SDS 14 3248]
040632 -
040633 -
040634 -
040635 -
040636 -
0407 -

SUBJECTS
Window wash system

0504 -   ..
050401 - Need window wash liquid system serviced.
050402 -
050403 -
0505 -
0506 -
0507 - 1413 Reviewed Invoice
0508 -
050801 -  ..
050802 - Windows Wash System Not Serviced, Charged $46
050803 -
050804 - When I got to Concord, I reviewed the invoice in greater detail.
050805 -
050806 - There is a charge for $45.90 to check the windshield washer.
050807 -
050808 - There does not seem to be any work performed, only an explanation of
050809 - work that needs to be performed. ref DRT 1 0120
050810 -
050811 -     [On 981103 S&C fixed window wash system. ref SDS 14 0714]
050812 -
050813 -
0509 -
0510 -
0511 - 1541 called S&C
0512 -
051201 - Asked for Steve.
051202 -
051203 - Steve is busy, asked for Larry who is the service supervisor.
051204 -
051205 - Was on hold for 30 minutes.
051206 -
051207 -
051208 -  ..
0513 -
0514 -
0515 - 1553 talked to Larry
0516 -
051601 - Larry examined the invoice and agreed that the charge of $45.90 is
051602 - incorrect. ref DRT 1 0120
051603 -
051604 - He will have that charge reversed.
051605 -
051606 -
051607 -
051608 -
0517 -

SUBJECTS
Water Pump
Hoses

0705 -
070501 -  ..
070502 - Hoses Require Replacement Based on Recommendation Prior Service
070503 -
070504 - While initially writing up this record after returning from
070505 - delivering the car to S&C this morning at 0700, I noticed the action
070506 - item from the record of service on 980619 to replace original hoses.
070507 - ref SDS 10 5310
070508 -
070509 -
070510 -
070511 -  ..
0706 -
0707 -
0708 - 0758 called Steve
0709 -
070901 - Left voice mail for Steven to review S&C's invoice 297473 for the last
070902 - service which occurred on 980619, and which recommends replacement of
070903 - hoses. ref SDS 10 5310
070904 -
070905 -
070906 -
070907 -  ..
0710 -
0711 -
0712 - 1107 called back
0713 -
071301 - Steven was not available.
071302 -
071303 - Talked to Carol who wrote up the order on Tuesday. ref SDS 11 0000
071304 -
071305 - She said someone will call with an estimate for the work covered by
071306 - the mechanic's comment in the S&C invoice on 980619. ref SDS 10 5310
071307 -
071308 -
071309 -
071310 -  ..
0714 -
0715 -
0716 - 1309 received call from Steve
0717 -
071701 - Steve says there are a lot of things wrong with the car. S&C has an
071702 - estimate of $1,300 to fix everything.
071703 -
071704 - The work cannot be completed today.
071705 -
071706 - I asked Steve to procede with any tasks that are emergency in nature.
071707 -
071708 - Steve said they have already done that.
071709 -
071710 - Steve will make a list of the work they recommend, and provide an
071711 - estimate.
071712 -
071713 - I will pick up the car in an hour, and we will schedule service in a
071714 - week or so for needed repairs.
071715 -
071716 -
071717 -
071718 -  ..
0718 -
0719 -
0720 - 1411 visited S&C
0721 -
072101 - Received vehicle on S&C invoice 303959 dated today, in the amount of
072102 - $82.29. ref DRT 1 0000
072103 -
072104 -
072105 -  ..
072106 - Water Pump Repair Estimate $1,300
072107 -
072108 - Received Parts Request prepared by Steve, which lists work that S&C
072109 - recommends, and estimates will cost $1,300.
072110 -
072111 -     1  Timing cover gasket
072112 -     1  Timing cover seal
072113 -     1  Water pump
072114 -     1  Thermostat
072115 -     1  Thermostat gasket
072116 -     1  Coolant
072117 -     1  Water pump to intake heater hose
072118 -     1  Water pump bypass hose
072119 -     1  Heater hose clamps
072120 -
072121 -                  Total...............................$1,300
072122 -
072123 -
072124 - We scheduled the service for 981103 0645.
072125 -
072126 - S&C invoice shows following...
072127 -
072128 -      ...FOUND WATER PUMP SHOWS SIGN OF LEAK, TIMING COVER LEAKING
072129 -      COOLANT & BYPASS HOSE LEAKING RECOMMEND REPLACEMENT.
072130 -
072131 - This report supports Steve's scope of repairs and possibly the
072132 - estimate of cost.
072133 -
072134 -  ..
072135 -
072136 - Need review of scope of repairs and competitive estimate.
072137 -
072138 -     [On 981024 Ross examined vehicle. ref SDS 12 1911]
072139 -
072140 -     [On 981103 S&C Service Manager reported water pump does not
072141 -     require service. ref SDS 14 3870]
072142 -
072143 -     [On 990507 mechanic reported water pump does not require service.
072144 -     ref SDS 16 6922]
072145 -
072146 - This list does not include...
072147 -
072148 -     1.  repair of the windshield washer system, nor
072149 -
072150 -     2.  replacement of hoses other than for the water pump,
072151 -
072152 -     [On 981024 Ross found no evidence of defective hoses. ref SDS 12
072153 -     3108]
072154 -
072155 -   ...which seems to conflict with findings that the Window wash system
072156 -   needs service, ref SDS 0 1840, and "hoses" need to be replaced....
072157 -   ref SDS 0 1764
072158 -
072159 - How do we get the window wash system fixed which S&C charged $46 to
072160 - confirm our notice that this needs to be done, ref SDS 0 1840; and,
072161 - how do we get the hoses fixed, which led to S&C estimating $1,300 to
072162 - fix the water pump? ref SDS 0 0984
072163 -
072164 -
072165 -
072166 -
0722 -

SUBJECTS
Fuel System

0804 -   ..
080401 - Follow up ref SDS 1 0000.
080402 -
080403 - Steven checked the service record and said we do not need a fuel
080404 - filter service, as Carol suggested yesterday. ref SDS 11 00035644
080405 -
080406 -
080407 -
080408 -
080409 -
0805 -

SUBJECTS
Brake Inspection, 980619

0904 -   ..
090401 - Follow up ref SDS 10 0047.
090402 -
090403 - We decided not to inspect the brakes this service.
090404 -
090405 - Steve said the front brakes do most of the work, that is why the rear
090406 - brakes can last much longer when the lining gets below 5/32, than is
090407 - the case for the front brakes.
090408 -
090409 - We spent $100 the past two services inspecting the brakes and found
090410 - they did not require service.
090411 -
090412 - May do another inspection for the next service.
090413 -
090414 -    [On 990505 ordered brake inspection. ref SDS 15 7200]
090415 -
090416 -
090417 -
0905 -
0906 -

SUBJECTS
Tire Tread Inspection, 980619

1004 -   ..
100401 - Follow up, ref SDS 10 1768, ref SDS 8 2675.
100402 -
100403 - I asked Steve to check the tread wear, per the record of prior
100404 - service, and discussion with Carol on Tuesday. ref SDS 11 6552
100405 -
100406 - The invoice received this afternoon, does not show tread wear report.
100407 -
100408 -     [On 9911103 tread wear report was issued. ref SDS 14 0686]
100409 -
100410 -
100411 -
100412 -
1005 -