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 31 0000, ref SDS 30 0000.
040602 -
040603 - S&C agrees with our letter and to the work plan we propose for the
040604 - service on 981103.
040605 -
040606 - Larry had difficulty tracking down our letter, ref SDS 0 0800,
040607 - reflecting problem of not enough time to think, reported on 980807.
040608 - ref SDS 27 2426
040609 -
040610 -     [On 981103 Larry agreed water pump and hoses do not requre service
040611 -     at this time. ref SDS 33 3870]
040612 -
040613 -  ..
0407 -
0408 -
0409 - Progress
0410 -
041001 - Larry was busy, could not talk.  The receptionist asked if I wanted
041002 - to leave a voice mail.
041003 -
041004 - I explained I need to find out what happened to our letter sent to
041005 - Larry. ref DIP 1 3562  on Sunday. ref SDS 31 0000
041006 -
041007 - The receptionist said she is unsure who is in charge of tracking
041008 - incoming mail.
041009 -
041010 - She said Larry does not have an assistant or a secretary.
041011 -
041012 - I asked to talk to Larry's supervisor.
041013 -
041014 - She said that Mori is Larry's supervisor and he is not in the office.
041015 -
041016 - I asked to talk to Mori's assistant or his secretary.
041017 -
041018 - The receptionist said that Mori does not have a secretary, and that
041019 - Larry is Mori's assistant.
041020 -
041021 - She said the next person who is good with management at S&C is Ray
041022 - Siotto, who is the president of the firm.
041023 -
041024 - I asked for Ray.
041025 -
041026 - The receptionist said we have to call another number, she cannot
041027 - connect us to Ray at this number.
041028 -
041029 -
041030 -
041031 -
0411 -
0412 -
0413 - 1053 called Ray          415 861 6000
0414 -
041401 - The recptionist said Ray is out of the office with Mori.
041402 -
041403 - I asked to talk to Ray's assistant or secretary.
041404 -
041405 - The receptionist said Ray does not have a secretary.
041406 -
041407 - The recpetionist said that Fred works closely with Ray and helps him
041408 - with administration and managing the firm.
041409 -
041410 - She put me through to Fred.
041411 -
041412 - Talked to Rachael.
041413 -
041414 - Rachael said Fred, Ray and Mori are all at some kind of meeting.  She
041415 - saw Fred earlier with a bunch of papers heading out of the office.
041416 -
041417 - I explained our inquiry about the letter sent to S&C on 981025, and
041418 - asked if she can find out if S&C has received it, and what action has
041419 - been taken.
041420 -
041421 - Rachael said she will investigate and let Fred know, so he can call me
041422 - back later today.
041423 -
041424 -
041425 -
041426 -
0415 -
0416 -
0417 - 1403 Larry called back
0418 -
041801 - He left a message while I was talking to Brad at Mountain Computer.
041802 -
041803 -  ..
0419 -
0420 -
0421 - 1434 called Larry back
0422 -
042201 - I asked Larry if he has reviewed my letter, ref DIP 1 3562, submitted
042202 - on 981025, ref SDS 31 0000, following up our phone call on 981022? ...
042203 - ref SDS 29 3374
042204 -
042205 - Larry said he has seen my letter.
042206 -
042207 - Larry explained that he manages mostly by phone, so he can expedite
042208 - to save the customer money.
042209 -
042210 - He asked me to hold on while he checks his phone log for our
042211 - discussion on 981022.  Larry said he could not find anything on our
042212 - call.
042213 -
042214 - I asked how he gets his mail?
042215 -
042216 - Larry said he gets mail up at the business office twice a day, but
042217 - he has not received my letter the past two days.
042218 -
042219 - I asked him to check again.
042220 -
042221 - He put me on hold.
042222 -
042223 - Larry came back on-line and said he found the letter.
042224 -
042225 - I asked him to take a second and read through the letter.
042226 -
042227 - In about 5 minutes he said he had read the letter.
042228 - ..
042229 - I explained the purpose of my call is to develop a common
042230 - understanding about what needs to be done and then agree on a work
042231 - plan to get it done.
042232 -
042233 - I asked if he feels the letter and the attached memo accurately
042234 - reflects our discussion on 981022, and correctly identifies problems
042235 - in S&C's invoice and with the service performed on our car?
042236 -
042237 - Larry said he feels the letter and the attached record are accurate.
042238 -
042239 - I asked if he is agreeable to follow the work plan set out in the
042240 - letter to remedy the problems we have identified with the work S&C
042241 - performed on 981022?
042242 -
042243 - Larry said the work plan is acceptable to S&C.
042244 -
042245 -    It is not clear if this result reflects a reasoned analysis of the
042246 -    record and the interests of S&C, or if it reflects a burdened mind
042247 -    that accepts the path of least resistance in order to avoid stress
042248 -    from information overload, reviewed on 980807. ref SDS 27 2426
042249 -
042250 -    This may be a portent of wider impacts rippling throughout the
042251 -    economy, where another example is the government paying out $30M
042252 -    extra on a contract for $43M, rather than invest the time to
042253 -    investigate the merits, reported on 981027. ref SDS 32 7315
042254 - ..
042255 - So, I will arrive for the scheduled service on 981103, and S&C
042256 - will perform the work as set out in the work plan.
042257 -
042258 - I asked Larry to attach the letter to the Work Order S&C prepares so
042259 - that it is readily available to guide the work on 981103.
042260 -
042261 - Larry said he will do that.
042262 -
042263 -    [On 9081103 Steve did not have the letter attached to the work
042264 -    order. ref SDS 33 5202]
042265 -
042266 -
042267 -
042268 -
042269 -
0423 -