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
New Firestone Tires Installed, 990507
Warranty Firestone Tires Installed, 990507
Ford Recall, Change Oil, Hoses, Tire Tread Wear

0606 -    ..
0607 - Summary/Objective
0608 -
060801 - Follow up ref SDS 28 0000, ref SDS 27 0000.
060802 -
060803 - Received a Firestone tire warranty that has handwritten information on
060804 - page 12 which covers the work performed by S&C Ford on 990507. There
060805 - is no cover letter and no explanation of coverage.  Tire serial
060806 - numbers are missing, and a verification stamp has not been entered
060807 - showing that tire registration was performed by S&C Ford, as called
060808 - out on page 11.
060809 -
060810 -     [On 991015 sent letter on pending issues. ref SDS 29 0001]
060811 -
060812 -     [On 991018 called to follow up. ref SDS 30 0001]
060813 -
060814 -
060815 -
0609 -
0610 -
0611 - Progress
0612 -
061201 -  ..
061202 - Tire Spec and Warranty Received from S&C
061203 -
061204 - Received today in an envelope from S&C Ford the following 20 page
061205 - document...
061206 -
061207 -
061208 -          Tire Maintenance, Warranty and Safety Manual
061209 -
061210 -
061211 -                         Firestone
061212 -
061213 -
061214 - ...which is entered in the record. ref OF 1 0001
061215 -
061216 - This provides identification that S&C did not provide when the tires
061217 - were sold on 990507. ref SDS 6 LJNL
061218 -
061219 -  ..
061220 - S&C did not submit a cover letter explaining what is submitted and how
061221 - it relates to the record.
061222 -
061223 - The document contains 20 pages from front to back cover of very small,
061224 - probably a 4 or 6 point font, that is very hard to read.  Need a
061225 - magnifying glass.
061226 -                             ..
061227 - There is no explanation that summarizes how a non-professinal
061228 - tire expert, such as most customers, should be alerted to key
061229 - information that guides use of the warranty.
061230 -
061231 -      Page 12 seems to say we have a 70,000 mile warranty. ref OF 1
061232 -      3005 and ref SDS 0 7104
061233 -
061234 -      What is the "Basic Protection" that should be known by the
061235 -      customer, as shown for the General Tire warranty provided by S&C
061236 -      Ford on 951020. ref SDS 3 2146
061237 -
061238 - This generally satisfies the requirement to complete the record on the
061239 - Firestone tires which S&C Ford installed on 990507, ref SDS 6 5548 per
061240 - following requests...
061241 -
061242 -      991001... call. ref SDS 28 0001
061243 -      990920... letter ref DIP 5 0001 submitted. ref SDS 27 0001
061244 -      990731... letter ref DRP 4 7493 omits items. ref SDS 25 5775
061245 -      990722... call. ref SDS 24 9766
061246 -      990715... letter ref DIP 4 0360 submitted. ref SDS 23 8966
061247 -      990708... call. ref SDS 21 1935
061248 -      990603... call. ref SDS 13 3569
061249 -      990602... call. ref SDS 12 0001
061250 -      990601... call. ref SDS 11 0001
061251 -      990525... call. ref SDS 9 0001
061252 -      990520... call. ref SDS 8 3953
061253 -      990519... letter ref DIP 1 0001 submitted. ref SDS 7 2968
061254 -      990507... service visit omitted items. ref SDS 6 5548
061255 -     ..
061256 -     Customer Vehicle and Tire Identification...
061257 -     
061258 -     Someone, possibly Larry, entered by handwriting on page 12
061259 -     ref OF 1 6624, the following Customer information...
061260 -
061261 -         Millie Welch
061262 -         440 Davis Court #1602
061263 -         San Francisco, CA 94111
061264 -
061265 -         Original Invoice:  314868, ref DRP 2 0001
061266 -
061267 -                Tires are shown at... ref DRP 2 1560
061268 -
061269 -         Date of Purchase: 990507. ref SDS 6 3712
061270 -
061271 -         Year of Vehicle:  1993
061272 -         Make of Vehicle:  Mercury
061273 -         Model of Vehicle:  Sable
061274 -         Remaining Mileage:  76368
061275 -     ..
061276 -     Product Information
061277 -     
061278 -     Handwriting on page 12 ref OF 1 3005, shows following product
061279 -     spec...
061280 -
061281 -           Note...handwritting illegible, as occurs in medical practice
061282 -           reported on 990912. ref SDS 26 0900
061283 -
061284 -         Tire Size:  P205/65/R15
061285 -
061286 -         Speed Rating:  92S
061287 -
061288 -            Page 9 shows the "S" speed rating is for 112MPH.  There is
061289 -            no listing for a speed rating of 92MPH.
061290 -         ..
061291 -         Tire Type:  FT70C with UNI-T-BL
061292 -                     TLW:70
061293 -         ..
061294 -         Mileage Warranty:  70,000
061295 -         ..
061296 -         Serial Numbers:
061297 -
061298 -            This information is missing in the form. ref OF 1 3003 The
061299 -            Tire Registration section says this information is supplied
061300 -            by the tire vendor. ref SDS 0 0350
061301 -         ..
061302 -         Mileage Warranty Certificate
061303 -
061304 -            Need stamp on the page for Mileage Warranty Certificate
061305 -            ref OF 1 9582, S&C did not enter a stamp.
061306 -
061307 -
061308 -
061309 - Website for Firestone
061310 -
061311 -   Page 4 in the warranty gives a website...
061312 -
061313 -                    http://www.firestone-usa.com
061314 -
061315 -   ...we can get location for nearest store. ref OF 1 3177
061316 -
061317 - This site also has a section for tire selection...
061318 -
061319 -     http://www.firestone-usa.com/tireselect/Tireselector.asp
061320 -
061321 - ...where the year, make and model of the vehicle can be entered.
061322 -
061323 - I entered 1993, Mercury, Sable, and the web site opened the following
061324 - page...
061325 -
061326 - http://www.firestone-usa.com/tireselect/cgi/get_tires.plx?year=1993&make=MERCURY&model=Sable(All+Models)
061327 -
061328 - ...that showed...
061329 -
061330 -                       P205/65R15
061331 -
061332 -             is the standard tire size for your
061333 -             1993, MERCURY, Sable(All Models)
061334 -
061335 - ...this aligns with information entered on page in the warranty by
061336 - S&C. ref SDS 0 2055
061337 -
061338 - Further down on this page there is a link for...
061339 -
061340 -
061341 -                       FT70C with UNI-T
061342 -
061343 -
061344 - This likely clarifies the illegible handwritting in the warranty
061345 - manual submitted by S&C. ref SDS 0 4884
061346 -
061347 - ...clicking takes to the following page...
061348 -
061349 -
061350 -           http://www.firestone-usa.com/products/fsft70c.htm
061351 -
061352 - ..
061353 - Further down this page shows a link for a...
061354 -
061355 -                        70,000 mile warranty
061356 -
061357 -                        Gold Pledge Limited Warranty
061358 -
061359 -
061360 -    This suggestes there are two warranty options.
061361 -
061362 - Since the warranty received from S&C has entered on page 12...
061363 -
061364 -
061365 -                   Mileage Warranty:  70,000
061366 -
061367 -
061368 -    ...this seems to indicate 70,000 mile warranty is the applicable
061369 -    choice on the web site...
061370 -
061371 -
061372 -        http://www.firestone-usa.com/warranty/warr12.htm#firemile
061373 -
061374 -
061375 - This site, however, does not have all of the language in the warranty
061376 - received from S&C Ford.  There is only a single page that covers the
061377 - following topics...
061378 -
061379 -     Replacement Price
061380 -     Replacement Warranty
061381 -     Consumer Rights
061382 -     Conditions and Exclusions
061383 -     Owner's Obligations
061384 -
061385 -
061386 -  ..
061387 - Gold Pledge Limited Warranty
061388 -
061389 - The Warranty received from S&C has many more sections, than show on
061390 - the Firestone web site for the 70,000 mile warranty. ref SDS 0 2862
061391 - This indicates S&C submitted a Gold Pledge Limited Warranty, which has
061392 - terms and conditions at the following web site address...
061393 -
061394 -
061395 -       http://www.firestone-usa.com/warranty/warr3.htm#fire
061396 -
061397 -
061398 -
061399 -  ..
061400 - Rotate Tires Performed Free of Charge by Vendor
061401 -
061402 - Page 4 in the warranty says...
061403 -
061404 -   ... rotate tires any time you notice irregular or uneven treadwear,
061405 -   or every 5,000 miles or at vehcile manufacturer's recommended
061406 -   mileage, if sooner.  This service is free on tires purchased from
061407 -   THE STORE... ref OF 1 3077
061408 -
061409 -   Page 11 in the warranty says...
061410 -
061411 -   Individual tire pressures must be checked after rotation and
061412 -   adjusted to the vehicle manufacturer's recommendation for the tire's
061413 -   new location on the vehicle. Vehicle alignment should be checked if
061414 -   irregular wear is evident. ref OF 1 2990
061415 -
061416 -
061417 -
061418 -  ..
061419 - Safety Warning Vibration May Indicate Tire Failure
061420 -
061421 -   Page 5 in the warranty says...
061422 -
061423 -   Serious personal injury or death may result from a tire failure.
061424 -   Many tire failures are preceded by vibration, bumps, bulges or
061425 -   irregular wear.  If a vibration occurs while driving your vehicle or
061426 -   you notice a bump, bulge or irregular wear, have your tires and
061427 -   vehicle evaluated by a qualified service person.
061428 -
061429 -   This reflects experience on 950927. ref SDS 2 9640
061430 -
061431 -
061432 -  ..
061433 - Speed ratings Shown on Tires
061434 -
061435 -   Page 9 in the warranty says...
061436 -
061437 -   Some tires, bear a letter "speed rating" designation indicating the
061438 -   tire's design speed capability. ref OF 1 9477
061439 -
061440 -   A table shows "S" has a speed rating of 112 MPH. ref OF 1 2088
061441 -
061442 -   Explanation for reading speed rating information on the tires is
061443 -   explained. ref OF 1 6364
061444 -
061445 -
061446 -
061447 -  ..
061448 - Tire Service - Web Site Has Different Number
061449 -
061450 -
061451 -   Page 11 in the warranty says...
061452 -
061453 -   ...call the Technical Service Department. U.S.A.:
061454 -
061455 -
061456 -               1-800-367-3872 or write:
061457 -
061458 -        Customer Retention Services
061459 -        c/o Bridgestone/Firestone, Inc.
061460 -        2550 West Golf Road
061461 -        Rolling Meadows, IL  60008
061462 -
061463 -   ...as shown at ref OF 1 8034
061464 -
061465 -
061466 - However, the Firestone web site...
061467 -
061468 -
061469 -          http://www.firestone-usa.com/warranty/warr10.htm
061470 -
061471 -
061472 - ...gives a different phone number...
061473 -
061474 -
061475 -             1-800-356-4644 or Canada: 1-800-267-1318
061476 -
061477 -
061478 -
061479 - ..
061480 - Tire Registration
061481 - 
061482 -   Page 11 in the warranty says...
061483 -
061484 -   Registration of your tires is an important safety precation since it
061485 -   allows the manufacturer to notify you in the event of a recall. When
061486 -   you purchase replacement tires at THE STORE, we will register the
061487 -   tires for you. ref OF 1 8114
061488 -
061489 -   You need not register tires which come as original equipment on new
061490 -   vehicles, as the vehicle and the manufacturer handle this for you.
061491 -   ..
061492 -   The Firestone web site says the customer will receive from the
061493 -   tire dealer a registration card on which the tire serial numbers
061494 -   have been recorded.
061495 -
061496 -   Need tire serial numbers and registration submitted by S&C to
061497 -   Firestone. ref SDS 0 0030
061498 -
061499 -
061500 -
061501 -  ..
061502 - Supplemental Limited Mileage Warranty - Seems Repetitious
061503 -
061504 - There is a section beginning on page 13, ref OF 1 5893, that seems to
061505 - repeate information beginnong on page 1.
061506 -
061507 - S&C or Firestone need to explain what is supplemental protection?
061508 - is provided, and whether this is included on our tires.
061509 -
061510 -
061511 -  ..
061512 - Road Hazard Limited Warranty Option Not Purchased
061513 -
061514 - There is a section beginning on page 15, ref OF 1 4893, that explains
061515 - additional warranty coverage that can be purchased.
061516 -
061517 - Need price for Road Hazard Limited Warranty option.
061518 -
061519 - This section requires a stamp on page 16 to be valid, and there is no
061520 - stamp reflecting that we have not purchased the option.
061521 -
061522 -
061523 -  ..
061524 - Lifetime Wheel Balance Plan Not Purchased
061525 -
061526 - There is a section beginning on page 17, ref OF 1 2333, that explains
061527 - additional warranty coverage that can be purchased.
061528 -
061529 - Need price for Lifetime Wheel Balance Plan.
061530 -
061531 - This section requires a stamp on page 17 to be valid, and there is no
061532 - stamp reflecting that we have not purchased the option.
061533 -
061534 -
061535 -  ..
061536 - Lifetime Alignment Certificate Not Purchased
061537 -
061538 - There is a section beginning on page 18, ref OF 1 5553, that explains
061539 - additional warranty coverage that can be purchased.
061540 -
061541 - Need price for Lifetime Alignment Certificate.
061542 -
061543 - This section requires a stamp on page 18 to be valid, and there is no
061544 - stamp reflecting that we have not purchased the option.
061545 -
061546 -
061547 -  ..
061548 - Maintenance Record
061549 -
061550 - On the back of the manual, page 19, there is a form to record
061551 - maintenance history to support warranty claims, and as a reminder of
061552 - preventive maintenance. ref OF 1 7206
061553 -
061554 - There is a field for entering beginning mileage.  It is blank but the
061555 - figure is available on page 12, ref OF 1 0738, also shown above.
061556 - ref SDS 0 0483
061557 -
061558 - A question arises from the record on using the warranty on 990507,
061559 - whether S&c needs this form, or whether their regular service records
061560 - are sufficient to establish entitlement.
061561 -
061562 -
061563 -  ..
061564 - Vehicle Manufacturer's Recommended Tire Pressure, Lug Nut Torque
061565 -
061566 - On the back of the manual, page 19, there is a form to record
061567 - manufacturer's recommended tire pressure and lug nut torque; however,
061568 - this information is no entered. ref OF 1 2881
061569 -
061570 - Tire pressure and lug nut torque specs missing.
061571 -
061572 -
061573 -  ..
061574 - Firestone One Month Road Test Not Performed
061575 -
061576 - On the back of the manual, page 19, entitlement to a one month road
061577 - test of new tires is explained.  If the customer is not completely
061578 - satisfied the tires can be returned to the location from which the
061579 - tires were purchased within ONE MONTH of purchase for a full refund.
061580 -
061581 - The store is supposed to provide details on customer road test.
061582 - ref OF 1 3078
061583 -
061584 - Our record on 990507 shows that S&C did not provide details.
061585 - ref SDS 6 1782  This information was not available until today,
061586 - 991006, and so that should be the effective date of the test period.
061587 -
061588 -
061589 -
061590 -
061591 -
061592 -
061593 -
061594 -
061595 -
061596 -
0616 -