CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Larry Smith; Manager
020102 - Service Department

SUBJECTS
Millie's Mercury Sable, 940423
Ford Recall, Change Oil, Hoses, Tire Tread

0404 -    ..
0405 - Summary/Objective
0406 -
040601 - Follow up ref SDS 7 0000, ref SDS 6 0000.
040602 -
040603 - General Tire has notified S&C it will not honor the tire warranty at
040604 - this stage of the claim.  S&C will submit warranty on Firestone tires
040605 - that were installed to replace Generals.  Demanded credit of $340 for
040606 - defective tires or service by S&C.  S&C has not located replaced
040607 - parts, demanded credit of $100 on caliper issue, and credit of $100 on
040608 - drive belt, making a total of $540.
040609 -
040610 - S&C will submit a letter tomorrow stating its position on paying this
040611 - claim.
040612 -
040613 - Submitted ref DIT 1 linked to this record confirming understandings.
040614 -
040615 -     [On 990713 received response from S&C. ref SDS 8 0001]
040616 -
040617 -
040618 -
0407 -
0408 -
0409 - Progress
0410 -
041001 - Talked to Frank.
041002 -
041003 - Asked for Larry.
041004 -
041005 - He asked me hold.
041006 -
041007 - He said Larry is in a meeting, and suggested I leave a voice mail.
041008 -
041009 - I explained having left several voice mails.
041010 -
041011 - Frank said that is unusual.  Larry usually returns calls promptly.
041012 -
041013 - Frank suggested I call back at 1000.  That is usually a lull period
041014 - and Larry can take a call.
041015 -
041016 -
041017 -
041018 -
0411 -
0412 -
0413 - 1002 called Larry back
0414 -
041401 - Larry had another call.  I asked to hold.
041402 -
041403 - Larry came on the line, and asked why I am calling?
041404 -
041405 - We reviewed my letter to Larry on 990611, ref DIP 2, concerning our
041406 - telecon on 990603. ref SDS 2 0001, to review S&C's work on 990507.
041407 - ref SDS 1
041408 -
041409 - Larry said he has read that letter. ref DIP 2
041410 - ..
041411 - We reviewed the record, below, ref SDS 0 1935, that shows Welch
041412 - demands total credit of $540 for incorrect charges by S&C on work
041413 - performed on 990507.
041414 -
041415 -     [On 990713 S&C offers $408 credit based on pro-rating the
041416 -     mileage.
041417 -
041418 - Larry asked why this demand is being made?
041419 -
041420 - I explained the demand brings balance into the transaction so that we
041421 - get the benefit of our bargain.  We do not seek consequential damages
041422 - for management time helping S&C discover defects in work practices.
041423 - Additionally, the demand can help S&C improve work practices so that
041424 - mistakes made on the prior service, which Larry noted on 990603, are
041425 - not repeated on future service.
041426 -
041427 - Larry said he will send a letter tomorrow on the Welch claims.
041428 -
041429 - I noted that S&C's lack of response the past 4 weeks, when Larry
041430 - planned to call on 990607, has caused increased cost.  There is
041431 - nothing in the discussion today that was not known 4 weeks ago, and
041432 - the discussion took about 10 minutes, so it was not a significant
041433 - disruption in S&C's work load that justified delay to make time for
041434 - this task.  Welch will continue timely communication in order to avoid
041435 - additional cost and inconvenience to S&C, and requests that S&C make
041436 - reasonable effort to do the same, in order to avoid escalating costs
041437 - of finalizing this transaction.
041438 -
041439 -
041440 -
041441 -
041442 -
0415 -

SUBJECTS
Tire Tread Inspection, 980619
Rotate, Tread Inspect, Rotate 990507
Align Wheels
Service Requirements, Procedures

0707 -
070701 -  ..
070702 - S&C Installed Firestone Tires, Will Provide Specs and Warranty
070703 - Demand Credit for Defective Tires or Failed Service - $340
070704 -
070705 - Follow up ref SDS 2 1935, ref SDS 1 2025.
070706 -
070707 - Larry advised that S&C installed Firestone tires on 990507.
070708 -
070709 - S&C will submit product specs warranty on the replacement tires, which
070710 - were omitted when the work was performed on 990507.
070711 -
070712 -     This changes the report on 990603 that S&C installed General
070713 -     Tires. ref SDS 2 1935
070714 -
070715 -     [On 990715 S&C submitted General Tire warranty, and did not submit
070716 -     product specs on tires. ref SDS 8 8966]
070717 - ..
070718 - Larry advised that he talked to General Tire after our call on
070719 - 990603, and General will not honor the warranty because S&C reported
070720 - "wear." General contends that "wear" establishes that the tires were
070721 - not properly aligned, and alignment is a maintenance responsibility of
070722 - the customer.
070723 -
070724 - I made a demand that S&C make good on the warranty, since S&C
070725 - installed the tires and maintained the tires, as reviewed with Larry
070726 - on 990603. ref SDS 2 3050
070727 -
070728 - General Tire's conclusion conflicts with the record of service
070729 - performed by S&C, as shown on 990507, ref SDS 1 2025; or, S&C failed
070730 - to perform service for which it was paid.  In either case, having paid
070731 - for warranty coverage and for maintenance service, Welch should
070732 - recover for tires that failed within the warranty period.
070733 -
070734 - The Welch demand is for $340 on this matter, since the tires failed
070735 - within 60% of warranty period, for which full replacement is promised.
070736 -
070737 - Larry will write a letter stating S&C's position on the Welch claim.
070738 -
070739 -     [On 990713 received response from S&C. ref SDS 8 0001]
070740 -
070741 -
070742 -
070743 -
0708 -

SUBJECTS
Caliper RR Replaced, 990507

0804 -
080401 -  ..
080402 - Caliper Replaced on Rear Brakes; Demand Credit $100
080403 -
080404 - Follow up ref SDS 2 3483, ref SDS 1 3483.
080405 -
080406 - Larry was unable to locate the replaced parts on the caliper work, as
080407 - discussed on 990603.
080408 -
080409 - Welch demands $100 credit on this work, because there is no evidence
080410 - the work was required, as explained on 990603. ref SDS 2 7524
080411 -
080412 - Larry will write a letter stating S&C's position on the Welch claim.
080413 -
080414 -
080415 -
0805 -

SUBJECTS
Serpentine Belt

0904 -
090401 -  ..
090402 - Serpentine Belt Replace; Demand Credit $100
090403 -
090404 - Follow up ref SDS 2 6671, ref SDS 1 6671.
090405 -
090406 - Larry was unable to locate the replaced drive belt showing conditions
090407 - that required replacement, as discussed on 990603. ref SDS 2 6671
090408 -
090409 - Welch demands $100 credit on this work, because there is no evidence
090410 - the work was required, as explained on 990603. ref SDS 2 9967
090411 -
090412 - Larry will write a letter stating S&C's position on the Welch claim.
090413 -
090414 -
090415 -
090416 -
090417 -
090418 -
090419 -
090420 -
090421 -
090422 -
090423 -
090424 -
090425 -
0905 -
0906 -