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1...S&C management needs to address conflicting reports on hoses.
2...How does engine performance and maintenance get into the work stream?
CONTACTS
0201 - S & C Ford 415 553 4400 fax or 800...
020101 - Ms. Barbara Stone; Service Advisor
020102 - Service Department
SUBJECTS
Millie's Mercury Sable, 940423
Ford Recall, Change Oil, Hoses, Tire Tread
Verification of Additional Service
Next Service Sticker
0606 - ..
0607 - Summary/Objective
0608 -
060801 - Follow up ref SDS 38 0000, ref SDS 37 0000.
060802 -
060803 - Received the car in the late afternoon, and invoice 314868 showing
060804 - work performed in the amount of $1007.31. ref DRT 1 S&C is using
060805 - Quality Care to improve service, ref SDS 0 6722 Prices have been
060806 - reduced to save the customer money and improve S&C's competitive
060807 - posture. ref SDS 0 4134
060808 -
060809 - [On 990603 S&C found mistakes were made. ref SDS 48 0001]
060810 -
060811 - [On 990713 S&C credits $408 on invoice for $1007. ref SDS 52 9764]
060812 -
060813 - [On 990731 received credit. ref SDS 53 0001]
060814 -
060815 - [On 990924 explain cause and solution to mistakes. ref SDS 54 0001]
060816 - ..
060817 - Initial estimate of cost was $160.
060818 -
060819 - At 0925 estimate increased to $800 following Quality Care inspection.
060820 - ref SDS 0 1782 Estimate increased to $1,000, to fix the brakes after
060821 - service by S&C. ref SDS 0 1400
060822 - ..
060823 - Millie was called at work in the afternoon and told the water
060824 - pump and a number of hoses need to be replaced at cost of $1,200, and
060825 - that car cannot be driven without repairs. Service was scheduled for
060826 - 990510. ref SDS 0 9772
060827 -
060828 - Estimate reached $2,200.
060829 -
060830 - When the car was received in the afternoon, S&C reported that hoses
060831 - need to be replaced. ref SDS 0 3718 The invoice appears conflicting.
060832 - ref SDS 0 2501 QC report says all hoses are "okay," and this was
060833 - verified by re-inspection. ref SDS 0 0977
060834 -
060835 - [On 010827 S&C inspecting hoses again. ref SDS 60 HP5O
060836 -
060837 - The record does not support representations to Millie, so service on
060838 - 990510 was cancelled. ref SDS 0 3276
060839 - ..
060840 - Following action items are pending...
060841 -
060842 - 1. S&C submit product information and warranty on tires and other
060843 - major materials, according to industry practice. ref SDS 0 5548
060844 -
060845 - 2. Review equitable adjustment on tire warranty, serpentine belt and
060846 - other major materials. ref SDS 0 2090
060847 -
060848 - 3. Conflicting recommendations on hoses and water pump work require
060849 - clarification and review of procedures. ref SDS 0 7584
060850 -
060851 - 4. Training and policy review can use this record for "case study."
060852 -
060853 - [On 990510 Barbara called about follow up. ref SDS 39 9749]
060854 -
060855 - [On 990514 called Larry Smith. ref SDS 40 2448]
060856 -
060857 - [On 990518 submitted the record for action. ref SDS 41 2968]
060858 -
060859 - [On 990519 called Barbara about our letter. ref SDS 43 3953]
060860 -
060861 - [On 990520 Barbara called to follow up. ref SDS 42 3953]
060862 -
060863 - [On 990525 Larry hasn't had time to review record. ref SDS 46 0001]
060864 -
060865 - [On 990601 Larry has reviewed record; he is investigating; Barbara
060866 - is out sick today. ref SDS 47 0001]
060867 -
060868 - [On 960603 Larry provided information showing a credit of $524 is
060869 - owed; planned to call back on 990607. ref SDS 48 0001]
060870 -
060871 - [On 990611 Larry had not called; sent letter about finalizing this
060872 - matter; Carol Pool will notify Larry on 990614. ref SDS 49 0001]
060873 -
060874 - [On 990618 Larry had not called, he was out; Barbara Stone is out
060875 - sick today; Carol failed to notify Larry about need to follow up.
060876 - ref SDS 50 0001]
060877 -
060878 - [On 990708 S&C denies credits justified; request S&C submit letter
060879 - with its determination. ref SDS 51 0001]
060880 -
060881 - [On 990713 S&C credits $408 on invoice for $1007. ref SDS 52 9764]
060882 -
060883 - [On 991006 received tire warranty. ref SDS 56 0001]
060884 -
060885 - [On 991015 sent letter on warranty issues. ref SDS 57 0001]
060886 -
060887 -
060888 -
060889 -
0609 -
0610 -
0611 - Discussion
0612 -
061201 - ..
061202 - Established Scope, S&C Reduced Prices to Save Customer Money
061203 -
061204 - Met with Barbara and reviewed scope of work developed on Wednesday,
061205 - when service was scheduled. ref SDS 38
061206 -
061207 - Work order showed...
061208 -
061209 - change oil and filter
061210 - safety check
061211 - top off fluids
061212 - lube latches
061213 - check hoses
061214 - smog certificate
061215 - brake inspection
061216 - tire tread report
061217 - * next service sticker
061218 - ignition system recall.
061219 -
061220 - Barbara installed the next service sticker while we talked, which is
061221 - for 81K miles.
061222 -
061223 - Having the customer rep post the next service sticker when the order
061224 - is established in the morning, solves past problems of forgetting to
061225 - do this step at the end of the day, when everyone is tired and busy
061226 - trying to get finished in order to go home.
061227 - ..
061228 - Barbara said S&C has reduced prices to save customers money.
061229 -
061230 - She advised that S&C was losing money because customers were beginning
061231 - to use other service vendors.
061232 -
061233 - The cost of brake inspection is $40 now instead of $50.
061234 -
061235 - I expressed appreciation for economical pricing.
061236 -
061237 -
061238 -
061239 -
0613 -
SUBJECTS
Verification of Additional Service
Quality Care
0805 -
080501 - ..
080502 - Quality Care - Consistent Preventive Maintenance Scope
080503 -
080504 - Barbara explained a new program since our last visit....
080505 -
080506 -
080507 - Quality Care
080508 -
080509 -
080510 - She showed a new form S&C's mechanic's prepare that provides a check
080511 - list of safety, inspection and service tasks that are performed at
080512 - prescribed intervals shown in the form.
080513 -
080514 - [On 000630 new service advisor, Ryan Pickering, not familiar with
080515 - Quality Care service. ref SDS 59 0464
080516 -
080517 - This may be the effort Bob said was needed on 950615. ref SDS 1 8986
080518 -
080519 - On 960122 Ford was working on quality management, but progress was
080520 - slow. ref SDS 6 0989
080521 -
080522 - The form has three action columns...
080523 -
080524 - • Checked and Okay
080525 -
080526 - • May Require Future Attention
080527 -
080528 - • Requires Immediate Attention
080529 -
080530 - It provides a consistent procedure to remind the mechanic of minimal
080531 - tasks, and it informs the customer of what was done.
080532 -
080533 - Below, there is some duplication still being worked out between
080534 - Quality Care and invoice system. ref SDS 0 2401
080535 -
080536 - This will cause management mistakes until sufficient experience
080537 - with the new system is gained to reduce complexity of the record.
080538 -
080539 - These tasks are performed at no charge to the customer, since it
080540 - comprises a diagnostic review to identify needed work.
080541 -
080542 - Quality Care includes the tread wear report which formerly S&C forgot
080543 - to provide unless specifically requested.
080544 -
080545 - Barbara seemed to advise that the tasks on the left side of the form
080546 - are performed at no charge, but the tasks on the right side require
080547 - additional payment.
080548 -
080549 - I may have misunderstood something, because the tire tread report is
080550 - on the right side of the form, and I thought she indicated this is a
080551 - no charge item, because S&C is selling now tires, and so tread wear
080552 - reports alert the customer about the need to buy new tires, as
080553 - occurred today. ref SDS 0 1782
080554 -
080555 -
080556 - ..
080557 - Additional Service Verified by Service Rep Prior to Calling Customer
080558 -
080559 - Barbara advised that S&C has improved support for mechanics in
080560 - establishing that additional service is needed.
080561 -
080562 - When a mechanic recommends additional service as a result of work on
080563 - the vehicle, a customer service representative makes an independent
080564 - observation to verify the need for additional work, prior to notifying
080565 - the customer for approval to proceed.
080566 -
080567 -
080568 - ..
080569 - Notice Additional Work Required on Brakes, Tires, Serpentine Belt
080570 -
080571 -
0806 -
0807 -
0808 - 0925 Barbara called
0809 -
080901 - She advised following additional work was discovered through Quality
080902 - Care...
080903 -
080904 - Brakes.................................... $220 ref SDS 0 3483
080905 -
080906 - Tires replace 4 tires at $80.............. $320. ref SDS 0 2025
080907 -
080908 - [Invoice received in the afternoon cites tires worn on "inner
080909 - edge." ref SDS 0 0945]
080910 -
080911 - [On 990603 S&C reports tires were worn improperly indicating
080912 - inadequate rotation service, or defective tires. ref SDS 48 2500]
080913 -
080914 - Serpentine belt........................... $90 ref SDS 0 6671
080915 -
080916 - Hazard light.............................. $22 ref SDS 0 6922
080917 -
080918 - Wheel alignment........................... $69 ref SDS 0 9620
080919 -
080920 - I approved this work.
080921 - ..
080922 - I asked about the hose problem reported previously on 981022.
080923 - ref SDS 35 0984 Has the mechanic noted any evidence that warrants
080924 - attention?
080925 -
080926 - Barbara said the mechanic has not reported any problems on hoses. She
080927 - will investigate and let us know. (see below. ref SDS 0 5168)
080928 -
080929 -
080930 - ..
0810 -
0811 -
0812 - 1328 Barbara called back
0813 -
081301 - She said further investigation showed the right rear caliper which is
081302 - part of the brake assembly needs to be replaced because it is leaking.
081303 -
081304 - She explained this showed up after the tires were replaced and the
081305 - brake work was done. A mechanic drove the car, then opened the brakes
081306 - and inspected. This revealed a leak that shows the caliper requires
081307 - replacement. (see below. ref SDS 0 4293)
081308 -
081309 - [On 990603 report this explanation is incorrect. ref SDS 48 3483]
081310 -
081311 - Barbara said it will cost about $200.
081312 -
081313 - I agreed to this.
081314 -
081315 - Barbara advised the car will be ready about 1630.
081316 -
081317 -
081318 -
081319 -
081320 -
0814 -
SUBJECTS
Oil and Filter, Change
0904 -
090401 - ..
090402 - Oil and Filter Changed - Question on Filter Change Action Taken
090403 -
090404 - To correlate with Quality Care service reporting, will separate all of
090405 - the stuff in the service record.
090406 -
090407 - Oil changed - took 5 quarts. Filter changed. ref DRT 1 1560
090408 -
090409 - Seasonal vehicle inspection below says air filter has to be changed.
090410 - ref SDS 0 2400
090411 -
090412 - Is that scope accomplished under this section?
090413 -
090414 - [On 990603 these are different. ref SDS 48 2788]
090415 -
090416 -
0905 -
SUBJECTS
Seasonal Inspection, Safety Check
Transmission Fluid, Brake Fluid
Power Steering Fluid, Coolant Recovery Reservoir Fluid
Hoses
Horn, Lights, Lamps, Exterior
Turn Signals, Hazard Lights
Air Filter, Change
2010 -
201001 - ..
201002 - Safety Checks - Hoses, Front Hazard Light - Okay
201003 -
201004 - Follow up ref SDS 35 0275, ref SDS 33 0570.
201005 -
201006 - Duplication between the invoice and the QC report compound complexity
201007 - of the record.
201008 - ..
201009 - The invoice uses the structure and terms of past service.
201010 -
201011 - Invoice item D, ref DRT 1 2021, shows...
201012 -
201013 - D. SEASONAL VEH INSP TOP OFF FLUIDS, LUBE LATCHES/LOCKS, CK
201014 -
201015 - BELTS/HOSES/EXH & SUSPEN, TEST LIGHTS (EXT & INT), CK TIRE
201016 - PRESSURE
201017 -
201018 - 63884 375 TOPPED OFF FLUIDS, LUBED LATCHES/LOCKS, CK
201019 - BELT/HOSES/EXH/STEERING OK
201020 -
201021 - VEHICLE REQUIRES REPLACEMENT OF AIR FILTER AND DIAGNOSIS OF NON
201022 - OP HAZZARD LIGHT LUBED LATCHES
201023 -
201024 - ..
201025 - Hoses were reinspected later in the day...
201026 -
201027 - K. REINSPECT COOLING SYSTEM HOSES AND WATER PUMP BASED ON PREVIOUS
201028 - RECOMMENDATIONS
201029 -
201030 - 76368 318 NUMEROUS HOSES SHOW EVIDENCE OF LEAKAGE, RECOMMEND ALL
201031 - HOSE, WATER PUMP SHOWS NO EVIDENCE OF LEAKAGE
201032 - ..
201033 - Thus, hoses were found to be okay, in the morning, then a report
201034 - was prepared in the afternoon that repeated "previous recommendation,"
201035 - for which there is no support.
201036 -
201037 - [Similar kind of issue on brake calipers above. ref SDS 0 4875]
201038 -
201039 - S&C management needs to address conflicting reports on hoses.
201040 -
201041 - General statements about hoses and leaks need support. Evidence of
201042 - leakage should be identified. The QC report cites no evidence of
201043 - excessive fluid loss. ref SDS 0 2750
201044 -
201045 - What hose connected to what item needs repair?
201046 -
201047 - Quality Care report has detail on hoses, per below. ref SDS 0 8463
201048 -
201049 - ..
201050 -
201051 - Why does the invoice point out that the air filter needs to be
201052 - replaced. ref DRT 1 6160 The purpose of the service is to change the
201053 - oil and filter. Is this a different "filter" from the filter that is
201054 - changed on every service?
201055 -
201056 - Why wasn't the customer notified about air filter work?
201057 -
201058 - How does this scope differ from the invoice section that says "change
201059 - oil and filter? ref SDS 0 2401
201060 -
201061 - Why doesn't the Quality Care report mention the "air filter"?
201062 -
201063 - [On 990603 air filter different from oil filter; customer should
201064 - have been notified; conflict with QC indicates possible reporting
201065 - error; will investigate air filter next service. ref SDS 48 2788]
201066 -
201067 -
201068 - LATCHES got lubed twice.
201069 -
201070 - "Latches/locks" seem to be missing from QC report.
201071 -
201072 - ..
201073 - Quality Care report says right front hazard light is not
201074 - working, as set out, as well, in invoice. ref DRT 1 6160
201075 -
201076 - Barbara reported this in her call at 0930. ref SDS 0 1782
201077 -
201078 - When I picked up the car in the afternoon, Steve advised that it
201079 - turned out that the right front hazard light is okay. He said
201080 - they could not duplicate the initial problem upon further testing.
201081 - ref SDS 0 2970
201082 -
201083 - The invoice item L confirms problem with hazard light could not
201084 - duplicated, so no action was needed. ref DRT 1 9433
201085 -
201086 - ..
201087 - Quality Care lists following under Check and Fill...
201088 -
201089 - Transmission Fluid
201090 - Brake Fluid
201091 - Power Steering Fluid
201092 - Coolant Recovery Reservoir
201093 - Window Wash Fluid
201094 -
201095 - There is no report of unusual and/or severe losses of fluid, as might
201096 - occur when numerous hoses show evidence of leakage, as set out in item
201097 - "K" of the invoice. ref SDS 0 5092
201098 -
201099 -
201100 -
201101 -
2012 -
SUBJECTS
Window wash system
Window Wash Fluid
2205 -
220501 - ..
220502 - Window Wash System Okay, Fluid Topped Off
220503 -
220504 - The invoice says all fluids topped off, as reported above. ref SDS 0
220505 - 2501
220506 -
220507 - Quality Care report says window wash fluid topped off. ref SDS 0 2750
220508 -
220509 - QC report also shows...
220510 -
220511 - Windshield washer spray and wiper operation
220512 -
220513 - ...was checked and okay. ref DRT 1 1239
220514 -
220515 -
2206 -
SUBJECTS
Exhaust System
2304 -
230401 - ..
230402 - Exhaust System Okay
230403 -
230404 - Quality Care report says exhaust system was inspected and found to be
230405 - okay. ref DRT 1 1221
230406 -
230407 - Invoice says EXH... OKAY, as reported above. ref SDS 0 2501
230408 -
230409 -
230410 -
2305 -
SUBJECTS
Drive Shaft
Transmission U joints
Transmission Shaft Linkage
2706 -
270601 - ..
270602 - Drive Shaft, Transmission U-joints, Linkage - Okay
270603 -
270604 - Quality Care report says following were inspected, lubricated and
270605 - found to be okay, ref DRT 1 1500...
270606 -
270607 - Drive shaft
270608 - Transmission u joints
270609 - Transmission shaft linkage (if equipped)
270610 -
270611 - Evidently this does not not include any work to the transmission,
270612 - except fluids were topped off. ref SDS 0 2750
270613 -
270614 - There is no report of excessive transmission fluid loss.
270615 -
270616 - Invoice says topped off fluids, as reported above. ref SDS 0 2501
270617 -
270618 -
270619 -
2707 -
SUBJECTS
Steering System, Linkage
2804 -
280401 - ..
280402 - Steering and Steering Linkages Okay
280403 -
280404 - Quality Care report says steering and steering linkages inspected and
280405 - lubricated, and found to be okay. ref DRT 1 7000
280406 -
280407 - Invoice says STEERING OK, as reported above. ref SDS 0 2501
280408 -
280409 -
2805 -
SUBJECTS
Suspension System
2904 -
290401 - ..
290402 - Suspension - Okay
290403 -
290404 - Quality Care report says suspension inspected and lubricated, and
290405 - found to be okay. ref DRT 1 5568
290406 -
290407 - Invoice says SUSPEN, as reported above. ref SDS 0 2501 No specific
290408 - action is identified, but this is assumed to be filling out what was
290409 - in the form the last time.
290410 -
290411 -
290412 -
2905 -
SUBJECTS
Radiator, Heater, Air Conditioner
Hoses
3305 -
330501 - ..
330502 - Radiator, Heater Air Conditioner Hoses - Okay
330503 -
330504 - Quality Care report says inspect radiator, heater, air conditioning
330505 - hoses for leaks or damage. and found to be okay. ref DRT 1 1650
330506 -
330507 - Invoice says HOSES... OK. ref SDS 0 2501
330508 -
330509 - It is not clear from the QC report, what if, any attention is give to
330510 - the equipment separate and apart from the hoses that connect to the
330511 - equipment.
330512 -
330513 - Hoses are reviewed separately below. ref SDS 0 3718
330514 -
330515 -
330516 -
3306 -
SUBJECTS
Serpentine Belt
3404 -
340401 - ..
340402 - Drive Belt - Replaced
340403 - Serpentine, Neoprene Accessory Drive Belt - Needs Action
340404 -
340405 - Quality Care report has two entries, ref DRT 1 4958, as follows...
340406 -
340407 - Inspect non-neoprene accessory drive belt
340408 - Inspect neoprene accessory drive belt
340409 -
340410 - These are marked as...
340411 -
340412 - Requires Immediate Action
340413 -
340414 - QC Technician Comments say...
340415 -
340416 - Requires replacement of serpentine belt.
340417 -
340418 - Barbara called this morning at 0925 and advised that inspection showed
340419 - need to replace the serpentine belt. ref SDS 0 1782
340420 -
340421 - Invoice says replaced drive belt. ref DRT 1 9637
340422 -
340423 - Mileage is 76K. ref DRT 1 7446
340424 -
340425 - This record indicates the serpentine belt is the drive belt and the
340426 - neoprene accessory drive belt, and possibly the non-neoprene accessory
340427 - drive belt.
340428 -
340429 - In any case there seems to have been only one drive belt replaced,
340430 - while there are entries for a neoprene and a non-neoprene drive belt
340431 - marked as requiring immediate attention.
340432 -
340433 - May need clarification on scope of drive belt work.
340434 -
340435 - Cost is approximately............... 100
340436 -
340437 - [On 990603 QC report is in error. ref SDS 48 6671]
340438 -
340439 - On 950615 Serpentine belt was inspected by Service Manager after staff
340440 - report of "cracking" that requires replacement. At that time Service
340441 - Manager found no evidence of need for replacement. Cracking could not
340442 - be verified upon reinspection. ref SDS 1 2688
340443 -
340444 - On 950715 Serpentine belt was replaced as a warranty item, mileage was
340445 - 32033. ref SDS 2 2622
340446 -
340447 - So replacement occurred after - 76K -32K = 44K miles.
340448 - ..
340449 - What is the specification on the belt? How long should it last?
340450 - Is there a manufacturer's warranty. For example if the belt fails in
340451 - 10K miles, what happens. What about 40K miles or 100K, i.e., how long
340452 - should the belt last?
340453 -
340454 - [On 990603 Service Manager indicates drive belt should generally
340455 - last about 60K miles. ref SDS 48 5016]
340456 -
340457 - Customer should be credited $100 under warranty for belt replaced on
340458 - 950715.
340459 -
340460 - [On 990713 S&C offers $100 credit. ref SDS 52 6671]
340461 -
340462 -
340463 -
340464 -
3405 -
SUBJECTS
Ignition System, Recall
3504 -
350401 - ..
350402 - Ignition System Recall Does Not Apply
350403 - Recall on Ignition System Does Not Apply
350404 -
350405 - Follow up ref SDS 38 1980.
350406 -
350407 - Invoice says recall does not apply to this vehicle. ref DRT 1 4421
350408 -
350409 - Barbara submitted a letter from Ford dated 990401.
350410 -
350411 - It was issued by A.R. O'Neil, Director of Vehicle Service and
350412 - Programs in the Ford Customer Service Division.
350413 -
350414 - The letter is addressed to...
350415 -
350416 - Mr. John Sample
350417 - 123 Main Street
350418 - Anywhere, USA 1234
350419 -
350420 - ...this seems to indicate a generic address, as in a form notice.
350421 -
350422 - There is a serial number: 12345678901234567
350423 -
350424 - ...this seems to further indicate a form notice.
350425 -
350426 - Barbara pointed out para 1 which says in part...
350427 -
350428 - Ford Motor Company conducted a Safety Recall of ... certain 1991
350429 - through 1995 model year Taurus/Sable vehicles equipped with the
350430 - 3.8L engine and speed control option that operate in certain
350431 - extreme cold weather, northern-climate states:...
350432 -
350433 - Barbara noted that California is not among the states listed in the
350434 - document, therefore she concludes the recall does not apply to our
350435 - car.
350436 -
350437 - She clipped a copy of this letter to our work order to complete the
350438 - record.
350439 -
350440 -
350441 -
3505 -
3506 -
SUBJECTS
Tire Tread Inspection, 980619
Rotate, Tread Inspect, Rotate 990507
Align Wheels
3706 -
370601 - ..
370602 - Wheels Aligned
370603 - Tire Tread Inspection; Tires Replaced, Balanced
370604 -
370605 - Follow up ref SDS 38 7200, ref SDS 37 0686.
370606 -
370607 - Tread wear reported today is 0/32 for front, 5/32 and 6/32 for rear
370608 - tires, per Quality Care report. ref DRT 1 1160
370609 -
370610 - LF RF LR RR
370611 -
370612 - 990507 0/32 0/32 5/32 6/32 ref DRT 1 7493
370613 - 981103 4/32 4/32 5/32 5/32 ref DRP 9 0120
370614 - 980619 6/32 6/32 6/32 6/32 ref DRP 7 7493
370615 - 980127 6/32 6/32 6/32 6/32 ref DRP 6 8556
370616 - 971029 8/32 8/32 6/32 6/32 ref DRP 5 9433
370617 - 970624 8/32 8/32 8/32 8/32 ref DRP 3 3681
370618 - 970507 8/32 8/32 8/32 8/32 ref DRP 1 9641
370619 - 970121 9/32 9/32 7/32 7/32 ref SDS 14 3333
370620 - ..
370621 - Quality Care report recommends replacement of 2 tires due to
370622 - ware on inner edge. ref DRT 1 2652
370623 -
370624 - Barbara called at 0925 this morning and advised two tires need to be
370625 - replaced because the tread is down to 0. ref SDS 0 1782 I asked about
370626 - the other two tires? Barbara indicated they don't need replacement
370627 - until the next service.
370628 -
370629 - [On 990603 S&C reports tires were worn improperly indicating
370630 - inadequate rotation service, or defective tires. ref SDS 48 2500]
370631 - ..
370632 - Barbara advised that S&C is now selling tires, so we don't have
370633 - to use Leo's Tire again, which led to prior difficulties, discussed
370634 - with Charles on 951102. ref SDS 5 3021
370635 -
370636 - [On 990603 S&C is selling General Tires. ref SDS 48 1935]
370637 -
370638 - [On 990708 S&C installed Firestone Tires. ref SDS 51 1935]
370639 -
370640 - [On 991006 Firestone warranty provides one month road test for
370641 - customer to reject tires. ref SDS 56 8928]
370642 - ..
370643 - It was decided to replace all 4 tires now to minimize setup
370644 - costs (see discussion later on advantage of reducing work setup costs.
370645 - ref SDS 0 6935) This places all 4 tires on the same tread wear cycle,
370646 - and so reduces confusion in the record.
370647 - ..
370648 - Invoice shows 4 tires were installed. ref DRT 1 1560
370649 -
370650 - Cost is approximately............... $340
370651 -
370652 - [On 991006 received product specs and warranty. ref SDS 56 0483]
370653 - ..
370654 - Alignment was charged separately, excessive "toe in" on front,
370655 - and "toe out" on rear reported. ref DRT 1 1551
370656 -
370657 - Cost is approximately............... $75
370658 -
370659 - Quality Care does not seem to address alignment.
370660 - ..
370661 - Need review of warranty for credits based on record...
370662 -
370663 - On 951009 two tires were replaced. ref SDS 3 9755
370664 -
370665 - Mileage on 951009 = 36K
370666 - Mileage on 990507 = 76K
370667 -
370668 - Mileage on tires = 40K
370669 - ..
370670 - On 961214 other two tires were replaced. ref SDS 11 9644
370671 -
370672 - The tires on the vehicle are Hankook, and Royal, both have 48
370673 - month 60K mile, full replacement warranty including mounting and
370674 - balancing.
370675 -
370676 - Analysis on 951020 shows S&C liable for Hankook warranty to
370677 - equal General, since S&C installed Hankook contrary to policy
370678 - and industry practice. ref SDS 4 2146
370679 -
370680 - Royal warranty was reported on 961214. ref SDS 11 9769
370681 - ..
370682 - Since tires were replaced within warranty period, credit of
370683 - $340 is owed to customer. Alignment is not recoverable under
370684 - warranty.
370685 -
370686 - [On 990603 review supports recovery by customer; S&C checking
370687 - with General Tire. ref SDS 48 3050]
370688 -
370689 - [On 990715 S&C offers recovery pro-rated by mileage. ref SDS 52
370690 - 8966]
370691 -
370692 - [On 990731 received credit memo. ref SDS 53 5775]
370693 - ..
370694 - Need product specs and warranty on new tires installed today,
370695 - per above S&C invoice. ref DRT 1 1560
370696 -
370697 - Warranty on new tires should be comparable to replaced tires, full
370698 - replacement within 60K miles, including competent installation.
370699 -
370700 - [On 990603 Larry advised that S&C installed General Tires which
370701 - will have comparable warranty to original tires. ref SDS 48 1935]
370702 -
370703 - [On 990708 Larry said S&C installed Firestone tires. ref SDS 51
370704 - 1935]
370705 -
370706 - [On 990715 S&C submits General Tire warranty, however, S&C
370707 - installed Firestone tires. ref SDS 52 8966]
370708 -
370709 - [On 990731 received credit memo, but not tire spec and warranty.
370710 - ref SDS 53 5775]
370711 -
370712 - [On 990920 requested tire spec and warranty. ref SDS 55 0001]
370713 -
370714 - [On 991006 received tire specs and warranty. ref SDS 56 0001]
370715 -
370716 -
370717 -
3708 -
SUBJECTS
Brake Inspection, 990507
Caliper RR Replaced, 990507
3905 -
390501 - ..
390502 - Caliper Replaced on Rear Brakes
390503 - Brake Inspection - Rear Brakes Serviced
390504 -
390505 - Inspected brakes and rotate tires on 980619. ref SDS 33 0047
390506 -
390507 - Invoice says front pads 8 - 9 MM, Rear Pads at 2 MM, ref DRT 1 7493
390508 -
390509 - Quality Care report says front at 8 - 9 32nds, rear at 3 - 3 32nds,
390510 - per, ref DRT 1 1160
390511 -
390512 - Assuming MM is nearly the same as 32nds, these reports are generally
390513 - consistent.
390514 -
390515 - Front Brakes Rear Brakes
390516 -
390517 - 990507 8 & 9/32 3 & 2/32 Service ref DRT 1 7493
390518 - 980619 10/32 4/32 ref DRP 7 7493
390519 - 980127 10/32 5/32 ref DRP 6 5722
390520 - 971029 11/32 Service 5/32 ref DRP 5 5890
390521 - 970624 9/32 5/32 ref DRP 3 6902
390522 - 970418 1/32 service 6/32 ref SDS 18 0868
390523 - 970121 6/32 8/32 ref SDS 14 6782
390524 - 960802 8/32 10/32 ref SDS 8 6851
390525 -
390526 - ..
390527 - Today, S&C recommends service on rear brakes. ref DRT 1 7493
390528 -
390529 - Received notice and approved work, per above. ref SDS 0 1782
390530 -
390531 - Invoice item I shows rear brakes were relined. ref DRT 1 5890
390532 -
390533 - Cost is approximately.................... $220
390534 - ..
390535 - Invoice item M shows right rear caliper was replaced due to
390536 - leaking after S&C serviced the brakes. ref DRT 1 4824
390537 -
390538 - [On 990603 report this explanation is incorrect. ref SDS 48 3483]
390539 -
390540 - This work was reviewed with Barbar earlier. ref SDS 0 7582
390541 -
390542 - Cost is approximately.................... $220
390543 -
390544 - [On 990524 Kathleen reported a recent quote of about $220 to
390545 - replace a caliper in Sacramento. ref SDS 44 2052]
390546 -
390547 - [On 990525 Bob Swanson advised that failed caliper can emit
390548 - pronounced squeal. ref SDS 45 0001]
390549 -
390550 - [On 990715 S&C credits $100. ref SDS 52 3483]
390551 -
390552 - What is a caliper?
390553 -
390554 - How long should a caliper be expected to last before replacement
390555 - is needed?
390556 -
390557 - Why would a caliper leak after brake service and not before, as
390558 - reported by S&C? ref SDS 0 7582 and ref DRT 1 4824
390559 -
390560 - [On 990603 S&C report is incorrect. ref SDS 48 3483]
390561 -
390562 - Was the caliper defective, since none of the other calipers
390563 - leaked; could service have inadvertently impacted the caliper,
390564 - e.g., did someone bump something, use excessive torque, etc.
390565 - ..
390566 - How severe was the leak? Did other calipers display any
390567 - evidence of leaking, or seepage, such that one caliper leaked more
390568 - than the others, exceeding design specs? This is similar to the
390569 - hose replacement issue discussed below. ref SDS 0 5168 and also at
390570 - ref SDS 0 7584.
390571 -
390572 - [On 990525 Bob Swanson advised industry practice is for
390573 - service vendor to show customer replaced parts. ref SDS 45
390574 - 3168]
390575 -
390576 - [On 990603 S&C reports leak was "sever." ref SDS 48 2976]
390577 -
390578 - [On 990603 S&C policy is to "bag" replaced parts for warranty
390579 - and payment approval by customer. ref SDS 48 3504]
390580 - ..
390581 - How does a leaking caliper impact performance and safety?
390582 -
390583 - What should the driver be alert to sense about vehicle performance
390584 - that would indicate caliper failure?
390585 -
390586 - [On 990525 Bob Swanson advised that failed caliper can emit
390587 - pronounced squeal. ref SDS 45 0001]
390588 -
390589 - [On 990603 S&C Service Manager says driver will feel severe
390590 - caliper problems in driving vehicle. ref SDS 48 6560]
390591 -
390592 - How does the price of $220 compare to industry norms?
390593 -
390594 - [On 990524 Kathleen reported a recent quote of about $220 to
390595 - replace a caliper in Sacramento. ref SDS 44 2052]
390596 - ..
390597 - Subject to review by S&C, customer should be credited $100 for
390598 - contributory negligence by S&C.
390599 -
390600 - [On 990603 review supports recovery of $100. ref SDS 48 7524]
390601 -
390602 - [On 990715 S&C credits $100. ref SDS 52 3483]
390603 -
390604 -
390605 -
3907 -
SUBJECTS
Spark Plugs
Tune Up
4105 -
410501 - ..
4106 -
4107 - 1623 visited S&C
4108 -
410801 - ..
410802 - Tune up Not Applicable - Spark Plugs Serviced at 60K
410803 -
410804 - Talked to Steve (not Steve Wainright)
410805 -
410806 - I asked about the last time the spark plugs were replaced and when we
410807 - might need a "tune up," since this did not come up today. S&C did a
410808 - minor tune up and changed spark plugs on 970624. ref SDS 24 0001
410809 -
410810 - Steve looked up in the computer and confirmed that the spark plugs
410811 - were replaced at about 60,000 miles. He checked a service manual and
410812 - said spark plugs are schedule for replacement every 30K miles, so we
410813 - don't need this done for awhile.
410814 -
410815 - Steve said the traditional "tune up" is no longer an industry
410816 - practice. The work is done as part of a variety of other service
410817 - performed according to the manufacturer's requirements.
410818 -
410819 - An example, is the new Quality program Barbara explained this morning.
410820 -
410821 -
410822 - ..
410823 - Quality Care Omits Engine Diagnostics
410824 -
410825 - How does engine performance and maintenance get into the work stream?
410826 -
410827 - There is nothing evident in the Quality Care check list about the
410828 - engine and spark plugs.
410829 -
410830 - Where is the work that was formerly performed under "tune up," now
410831 - accomplished?
410832 -
410833 -
410834 -
410835 -
4109 -
4110 -
SUBJECTS
Water Pump, Hoses
4604 -
460401 - ..
460402 - S&C Customer Rep Says Hoses Need Replacement on Next Service Visit
460403 -
460404 - When I picked up the car this evening I visited the service counter
460405 - after getting the invoice and paying the bill.
460406 -
460407 - I initially asked about the general need to replace spark plugs and
460408 - get a "tune up" per above. ref SDS 0 0744
460409 -
460410 - Steve (NLN) evidently recognized me as the owner of the Mercury Sable.
460411 - (Not Steve Wainwright.)
460412 - ..
460413 - Steve said S&C did not have to fix the right front hazard
460414 - light, so this saved us money. (see above. ref SDS 0 6922)
460415 -
460416 - I asked about the call to Millie this afternoon saying all of hoses
460417 - have to be replaced, and we cannot drive the car? ref SDS 0 0032
460418 - ..
460419 - Steve reported that the mechanic discovered more evidence today
460420 - of hose deterioration, and so S&C recommends replacing all of the
460421 - hoses on the next service, which is on 991107 or 81K miles, per the
460422 - sticker Barbara put on the car this morning.
460423 -
460424 - I asked why Millie was told the work has to be done immediately, and
460425 - that we cannot drive the car until the work is completed for an
460426 - additional cost of $1,200, per above? ref SDS 0 0032 and also below.
460427 - ref SDS 0 4620
460428 -
460429 - Steve advised this was a communication error. He stated again the
460430 - work does not need to be until the next service.
460431 -
460432 - [On 010827 S&C inspecting hoses again. ref SDS 60 HP5O
460433 -
460434 - I mentioned that hoses and the water pump came up at the last service,
460435 - per discussion with Barbara above. ref SDS 0 6460
460436 -
460437 - [Similar kind of issue on brake calipers above. ref SDS 0 4875]
460438 -
460439 - A mechanic was standing next to Steve, who seemed to have done some of
460440 - the work on our car. He related having observed evidence of seepage
460441 - on the water pump hose, and concurred that it does not require any
460442 - work now.
460443 -
460444 -
460445 - ..
460446 - Water Pump Does Not Require Service
460447 -
460448 - Follow up ref SDS 37 4819, ref SDS 35 4473.
460449 -
460450 - The mechanic said the water pump seems okay.
460451 -
460452 - We checked the S&C invoice for today, and it says the water pump is
460453 - okay.
460454 -
460455 - This seems to correct prior invoice on 981022, ref DRP 8 8556, shown
460456 - in the record at ref SDS 35 2448. The report today, supports Larry's
460457 - investigation and report on 991104. ref SDS 37 4819
460458 -
460459 -
460460 - ..
460461 - Hoses Okay Reported on Invoice
460462 - Quality Care Report Card Says Hoses were All "Checked and Okay"
460463 -
460464 - One invoice entry says hoses are okay, per above. ref SDS 0 2501
460465 -
460466 - A second invoice entry says numerous hoses show evidence of leakage,
460467 - water pump shows no evidence of leakage.
460468 -
460469 - The Quality Care form instituted on this service shows the
460470 - following...
460471 -
460472 - Inspect radiator, heater and air conditioning hoses for
460473 - leaks or damage
460474 -
460475 - Inspect engine cooling system, hoses, clamps
460476 -
460477 - Inspect evaporative fuel system hoses and tubes (only at
460478 - 60,000 and 120,000 mile intervals)
460479 -
460480 - All of these items show...
460481 -
460482 - • Checked and Okay
460483 -
460484 - There is nothing in the record that shows any particular hose or group
460485 - of hoses...
460486 -
460487 - Requires Immediate Attention
460488 -
460489 - [On 000324 report need immediate attention. ref SDS 58 6671
460490 -
460491 - Nothing shows any hoses...
460492 -
460493 - May Require Future Attention
460494 -
460495 - This record supports Larry's report on 981103. ref SDS 37 4819
460496 - ..
460497 - I asked Steve today, if it is normal for all of the hoses to
460498 - require replacement at the same time?
460499 -
460500 - Steve explained it is good practice to replace all of the hoses at
460501 - once, rather than piecemeal over several service visits, because a
460502 - significant effort, and therefore expense, is required to disassemble
460503 - components in order to gain access for replacing hoses. Replacing all
460504 - hoses at once minimizes the cost of access entailed by removing and
460505 - replacing collateral equipment.
460506 -
460507 - We did not discuss if this is a design defect that requires Ford to
460508 - pay for extra expense occasioned by lack of access that makes it more
460509 - economical to pay $1,300 to change hoses that should otherwise cost
460510 - $200 or so to replace.
460511 -
460512 -
460513 - ..
460514 - Reinspection of Hoses Revealed No Evidence of Problems
460515 -
460516 - By this time, the car had been brought into the customer area.
460517 -
460518 - I asked Steve to point out the various hoses that give indication of
460519 - problems, which may have been overlooked in the Quality Care report,
460520 - cited above. ref SDS 0 8463
460521 -
460522 - Steve used his flashlight to look for hoses under the hood.
460523 -
460524 - We saw an approximate 1.5" diameter hose that was about 12" long on
460525 - the right side (our right as we faced the car). I asked Steve to
460526 - point out what he sees that suggest need for replacement.
460527 -
460528 - Steve said that hose looks okay.
460529 -
460530 - We looked at several smaller hoses in this area.
460531 -
460532 - Steve said they all look okay, which reflects S&C's invoice, and the
460533 - QC report. ref SDS 0 8463
460534 -
460535 - Steve advised that the condition of a hose is different when the car
460536 - is warmed up, from when the car is cold. Since the car seemed "warmed
460537 - up" when we did this inspection, possibly the hoses looked different
460538 - when the mechanic reported seeing problems with hoses, and earlier
460539 - when Barbara advised there was no report of hose problems.
460540 -
460541 - On the left side, we were able to glimpse the water pump hose which is
460542 - mostly obscured from view by other equipment. We saw a moisture stain
460543 - at the connection point. Steve said this condition could justify
460544 - replacement at the next service.
460545 -
460546 - [Similar kind of issue on brake calipers above. ref SDS 0 4875]
460547 -
460548 - Steve said other hoses are not visible, except to the mechanic during
460549 - service, and some of these may need replacement.
460550 -
460551 - There is no report of abnormal fluid replacement in S&C's service
460552 - report, that would indicate substantive leakage.
460553 -
460554 - These findings seem to support the Quality Care report that the hoses
460555 - are okay, and are consistent with Larry Smith's report on 981104 when
460556 - he inspected hoses. ref SDS 37 4819
460557 -
460558 -
460559 - ..
4606 -
4607 -
4608 - 1713 call from Roman
4609 -
460901 - When I returned from picking up the car, there was a message on voice
460902 - mail from Roman at 1654. He asked me to call him before 1700 when he
460903 - leaves work. He did not explain the purpose of the call.
460904 -
460905 - This seems to indicate Roman was calling while I was at S&C picking up
460906 - the car and talking with Steve and the mechanic.
460907 -
460908 -
460909 - ..
460910 - S&C Advises Need Immediate Service on Water Pump and Hoses
460911 - Schedule Service Visit for 990510, Cost Estimate $1,200
460912 -
460913 -
4610 -
4611 -
4612 - 1833 Millie reported discussion with Roman
4613 -
461301 - Millie said she got a call from Roman this afternoon about 1700.
461302 -
461303 - Evidently when he could not reach me, ref SDS 0 4620, he called for
461304 - Millie at work.
461305 -
461306 - Millie said Roman advised that we have to bring the car back to S&C
461307 - for service on Monday, 990510, to replace the water pump and all the
461308 - hoses.
461309 -
461310 - [On 010827 S&C inspecting hoses again. ref SDS 60 HP5O
461311 -
461312 - The cost is $1,200.
461313 -
461314 - [On 990603 this was a mistake. ref SDS 48 4860]
461315 -
461316 - The reduction from $1,300 on 981022 to $1,200 reflects S&C's efforts
461317 - to reduce prices reported this morning. ref SDS 0 4134
461318 -
461319 - Millie related having made the appointment for 990510 at 0645.
461320 -
461321 - I explained my understanding from Steve and the mechanic that the
461322 - water pump is okay, and the hoses don't need immediate service. We
461323 - checked the invoice again to make sure it says the water pump is okay.
461324 -
461325 - We reviewed the Quality Care report card, and it seems to indicate the
461326 - hoses are okay.
461327 -
461328 - Maybe there is a mix-up with another customer, and Roman called us by
461329 - mistake.
461330 -
461331 -
461332 - ..
4614 -
4615 -
4616 - 1848 called S&C
4617 -
461701 - Talked to Steve again.
461702 -
461703 - Steve confirmed the water pump is okay and the hoses don't need to be
461704 - replaced on Monday, per our work earlier. ref SDS 0 0977
461705 -
461706 - He cancelled the appointment Roman made with Millie for additional
461707 - service on Monday.
461708 -
461709 - I asked if there is something else in the record that may have guided
461710 - Roman in his discussion with Millie, which we overlooked because it is
461711 - not in the computer nor on the invoice.
461712 -
461713 - Steve said he cannot think of anything.
461714 -
461715 - He will have Barbara call us on Monday to verify what we should do
461716 - about the car.
461717 -
461718 - [On 990509 received call from Barbara. ref SDS 39 9749]
461719 -
461720 -
461721 -
461722 -
4618 -
SUBJECTS
Smog Test
4704 -
470401 - ..
470402 - Smog Test Certificate Passed - #DJ081399
470403 -
470404 - Got this done. Received documents showing the vehicle passes tests,
470405 - as shown in the invoice at ref DRT 1 2121.
470406 -
470407 - Cost is $50
470408 -
470409 -
470410 -
470411 -
470412 -
4705 -
4706 -
Distribution. . . . See "CONTACTS"