# t_M3_Comments (REDACTED BY ODI)

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POINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE MAY BE CHARG


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ED.    IF ADDITIONAL ASSISTANCE IS REQUIRED, WE SUGGEST YOU


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CONTACT THE SM/CRM. THEY WILL FURTHER ASSIST IN FACILITATING


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STEPS ARE TO DISCUSS THIS REPAIR WITH YOUR S/M AT YOUR SERV


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ICING DEALERSHIP.***DID NOT SEND ABOVE***SENT TECHNICAL INQU


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CUSTOMER SAID: -LIGHTS ON VEH STARTED GOING OUT ESPECIALLY A


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T NIGHT INTERMITTENTLY-TOOK TO PROTECH, SWITCH $80 TO REPLAC


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E, THINK HAVE FIXED-TOOK HOME, ISSUE HAPPENED AGAIN-TOOK BAC


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K, WILL HAVE TO REPLACE ELECTRICAL UNIT $80-INDEPENDENT CALL


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ED CUST BACK, CAN'T GET PART, NOT AVAILABLE ANYMORE (OBSOLET


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E)-NEW UNIT $600.00-CALLED AROUND-CAN'T BELIEVE THERE IS ALR


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EADY A PART OBSOLETE AND THAT THE NEW UNIT WOULD COST $600.0


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0-WANTS TO KNOW WHAT CAN BE DONE-LOVES THE VEH EXCEPT FOR TH


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IS ISSUE-HAVEN'T HAD ANY ISSUES OTHER THAN THIS ONE-PROTECH


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IS AN INDEPENT GARAGE-MAINTENANCE NORMALLY DONE BY INDEPENDE


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NT-WANTS TO KNOW IF IS KNOWN ISSUEDEALER SAID: HAVE RELATION


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SHIPS WITH THESE DLRSHPSJIM BURKE FORD2001 OAK STREET BAKERS


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FIELD, CA 93301TEL:(661) 328-3600-NONEADVANTAGE LINCOLN MERC


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URY-SELLING DLR1051 CENTRAL AVENUE DUARTE, CA 91010TEL:(626)


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359-9689-PART OBSOLETE, NEED NEW UNIT $600.00CRC ADVISED: W


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YOUR SERVICE/REPAIR NEEDS.=======-ADVISED CUST TO HAVE INDE


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PENDENT CALL AROUND TO SEE IF CAN GET BETTER PRICE-PROVIDED


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CUST WITH GREEN SALES AND PARTS VOICE CONTACT INFO FOR OLD P


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CUSTOMER SAID: -CALLED ADVANTAGE L/M ABOUT THIS ISSUEDEALER


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SAID: HAVE RELATIONSHIPS WITH THESE DLRSHPSJIM BURKE FORD200


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1 OAK STREET BAKERSFIELD, CA 93301TEL:(661) 328-3600-NONEADV


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ANTAGE LINCOLN MERCURY-SELLING DLR1051 CENTRAL AVENUE DUARTE


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, CA 91010TEL:(626) 359-9689-PART OBSOLETE, NEED NEW UNIT $6


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00.00CRC ADVISED: "(NOTE TO CSR - THIS MAC IS USED FOR INQUI


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RY CALLS WHERE THE CUSTOMER SIMPLY WANTS CONTACT INFO FOR TH


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E DEALERSHIP.  NO CONCERNS, NO BROCHURES, ONLY A SERVICE OR


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SALES VISIT WITH NO OTHER DETAILS FORTHCOMING.)"=====-CCR KE


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PT ASSIGNING JIM BURKE FORD AS DLRSHP, WHEN CUST HAD STATED


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HAD CONTACTED ADVANTAGE L/M-CCR USED DLR INFO MAC TO NOT WHI


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CUSTOMER SAID: ----HEAD LAMPS GO ON AND OFF----TOOK TO INDEP


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ENDENT ---CALLED DLR WAS ADV PART OBSOLETE----NEW UNIT $600-


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--CUST SEEKING FIN ASST---DEALER SAID: ---NONE---CRC ADVISED


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: I HAVE REVIEWED IF ANY AVAILABLE COVERAGES MAY ASSIST IN Y


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OUR REPAIR REQUEST. THERE IS NO ACTIVE  ESP TO COVER THE PAR


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T OR THE REPAIR AND THE VEHICLE IS OUTSIDE OF ANY APPLICABLE


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CUSTOMER SAID: -CUST DOES NOT MIND PAYING FOR A NEW LCM FOR


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HEADLIGHT-VEH IS CURRENTLY IN CUST'S POSSESSION-LOW BEAMS DO


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N'T WORK AT ALL-HIGH BEAMS WILL WORK ONLY IF CUST HOLDS THE


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HANDLE BACK-ISSUE IS INTERMITTENT-ISSUE STARTED TWO WEEKS AG


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O-HAS BEEN TO A DLR FOR DIAGNOSES-CUST WANTS TO VERIFY THAT


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THIS IS NOT COVERED BY ESPDEALER SAID: -ERIC S/A-LCM NEEDS R


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EPLACEMENT DUE TO A SHORT IN VEH-NOT COVERED UNDER WARRANTY-


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DESERT LINCOLN - MERCURY5750 W. SAHARA LAS VEGAS, NV 89146TE


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L:(702) 876-1922CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAI


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R BE PERFORMED BY A FORD/LINCOLN MERCURY DEALERSHIP.I HAVE D


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OCUMENTED YOUR COMMENTS AND I WILL FORWARD A COPY TO YOUR SE


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RVICING DEALERSHIP OF YOUR CHOICE.  PLEASE CONTACT THE DEALE


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RSHIP TO SCHEDULE A SERVICE APPOINTMENT.   PLEASE BE ADVISED


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A DIAGNOSTIC FEE MAY BE CHARGED.    IF ADDITIONAL ASSISTANC


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E IS REQUIRED, WE SUGGEST YOU CONTACT THE SM/CRM. THEY WILL


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FURTHER ASSIST IN FACILITATING YOUR SERVICE/REPAIR NEEDS.I J


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UST WANT TO CONFIRM, YOUR NEXT STEPS ARE TO DISCUSS THIS REP


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AIR WITH YOUR S/M AT YOUR SERVICING DEALERSHIP.=====-CUST WA


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S ADVISED TO HAVE THE VEH'S SHORTING ISSUE DIAGNOSED AND REP


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AIRED AT A FLM DLRSHP IN ORDER TO BE ABLE TO REPLACE THE LCM


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CUSTOMER SAID: 1. HEADLIGHTS GO ON AND OFF- HAPPENS INTERMIT


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TENTLY - FIRST NOTICED THIS CONCERN ABOUT A MONTH AGO- HAS N


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EVER HAD THIS PROBLEM IN THE PAST- HAS NOT BEEN TO DLR FOR D


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IAGNOSIS- CUST KEEPS TRYING TO CALL DLR AND HAS BEEN UNABLE


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TO REACH ANYONE- CUST WANTS TO KNOW IF THIS IS A COMMON PROB


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LEM WITH THESE VEHICLESDEALER SAID: - NONELYNNHAVEN LINCOLN


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MERCURY2375 VIRGINIA BEACH BLVD VIRGINIA BEACH, VA 23454TEL:


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(757) 340-0800CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR


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BE PERFORMED BY A FORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOC


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UMENTED YOUR COMMENTS AND I WILL FORWARD A COPY TO YOUR SERV


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ICING DEALERSHIP OF YOUR CHOICE.  PLEASE CONTACT THE DEALERS


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HIP TO SCHEDULE A SERVICE APPOINTMENT.   PLEASE BE ADVISED A


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DIAGNOSTIC FEE MAY BE CHARGED.    IF ADDITIONAL ASSISTANCE


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R WITH YOUR S/M AT YOUR SERVICING DEALERSHIP.- ADVISED CUST


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OF ABOVE - ADVISED CUST THAT THERE WERE NO RECALLS ON THIS V


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CUSTOMER SAID: =THIS IS THE CUST'S 4TH OR 5TH GRAND MARQUIS=


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THIS VEH HAS GIVEN THE CUST SEVERAL PROBLEMS SHE HAS NEVER H


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AD BEFORE=CRUISE CONTROL WENT OUT AND TOOK 2 REPAIR ATTEMPTS


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TO REPAIR=LIGHTS NOT ILLUMINATING INTERMITTENTLY=DLR REPAIR


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ED THE VEH AT A COST OF $648.66=CUST WANTS TO KNOW IF THESE


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ARE COMMON CONCERNS WITH THE VEHDEALER SAID: VICKSBURG FORD


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LINCOLN MERCURY2431 NORTH FRONTAGE ROAD VICKSBURG, MS 39180T


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WED IF ANY AVAILABLE COVERAGES MAY ASSIST IN YOUR REPAIR REQ


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UEST. THERE IS NO ACTIVE  ESP TO COVER THE PART OR THE REPAI


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R AND THE VEHICLE IS OUTSIDE OF ANY APPLICABLE WARRANTY.===M


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Y RESOURCES DO NOT SUPPORT THAT THESE ARE COMMON CONCERNS AM


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CUSTOMER SAID: 11:58 AM 5/19/2008= CUST WAS DRIVING DOWN THE


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ROAD AND THE HEAD LIGHTS WENT OUT= CUST SAYS THIS HAS BEEN


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HAPPENING FOR ABOUT TWO WEEKS= CUST SAYS IF HE TURNS THE VEH


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OFF THEY WILL COME BACK ON SOMETIMES= CUST SAYS IF HE PUSHE


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S THE HIGH BEAM BUTTOM IT WILL WORK SOMETINES AS WELL= CUST


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USUALLY WORKS WITH S/M JIM= CUST HAS NOT TAKEN THE VEH TO TH


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E DLR AT THIS TIME= CUST SAYS WHEN HE PURCHASED THE VEH HE T


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OOK THE VEH TO A DLR IN FL FOR THE DASHBOARD LIGHTS SHUTTING


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OFF= CUST WOULD LIKE TO GET THE VEH REPAIREDDEALER SAID: JA


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CK DEMMER LINCOLN MERCURY21531 MICHIGAN AVENUE DEARBORN, MI


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48124TEL:(313) 274-8800CRC ADVISED: WE RECOMMEND YOUR SERVIC


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CUSTOMER SAID: 1. HEADLIGHTS SHUT OFF-INTERMITTENT CONCERN-S


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TARTED ABOUT A MONTH AND HALF AGO-TOOK VEH TWICE ALREADY FOR


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CONCERN-CUST REPLACED HEADLIGHT SWITCH BEFORE TAKING VEH TO


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DLRSHP FOR CONCERN-DLRSHP REPLACED HEADLIGHT SWITCH IN VEH


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-PAID FOR DIAGNOSIS TO TRY TO GET VEH FIXED -DOESN'T HAVE PR


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OBLEM PAYING $500  IF IT WILL FIX PROBLEM-SEEKING TO GET VEH


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FIXED CORRECTLYDEALER SAID: IRWIN LINCOLN MERCURYFREEHOLD C


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IRCLE ROUTES 9 & 33 FREEHOLD, NJ 07728TEL:(732) 462-1818-ALB


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ERT S/M SAYS UNABLE TO DUPLICATE AND PROBLEM HAD TO HAPPEN W


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HEN THERE-S/M MIGHT BE THE HEADLIGHT MODULE, NOT REALLY SURE


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AND IF IT WAS THAT IT WOULD BE $500CRC ADVISED: WE RECOMMEN


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D YOUR SERVICE/REPAIR BE PERFORMED BY A FORD/LINCOLN MERCURY


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DEALERSHIP.I HAVE DOCUMENTED YOUR COMMENTS AND I WILL FORWA


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RD A COPY TO YOUR SERVICING DEALERSHIP OF YOUR CHOICE.  PLEA


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SE CONTACT THE DEALERSHIP TO SCHEDULE A SERVICE APPOINTMENT.


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PLEASE BE ADVISED A DIAGNOSTIC FEE MAY BE CHARGED.    IF


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ADDITIONAL ASSISTANCE IS REQUIRED, WE SUGGEST YOU CONTACT TH


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E SM/CRM. THEY WILL FURTHER ASSIST IN FACILITATING YOUR SERV


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ICE/REPAIR NEEDS.I JUST WANT TO CONFIRM, YOUR NEXT STEPS ARE


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TO DISCUSS THIS REPAIR WITH YOUR S/M AT YOUR SERVICING DEAL


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CUSTOMER SAID: --03 GRAND MARQUISE--WENT TO DLR LAST TUESDAY


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BECAUSE LIGHTS WERE GOING OUT --INTERIOR LIGHTS WERE MALFUN


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CTIONING--HEAD LIGHTS BLINK OFF ON OWN PARKING LIGHTS STAY O


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N--DLR COULD NOT DUPLICATE THIS--GOES FROM BRIGHT TO NORMAL-


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-ONLY OCCURS WEHN ENGINE IS RUNNINGDEALER SAID: WILLIAMSBURG


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MOTORS INC701 EAST ROCHAMBEAU DR. WILLIAMSBURG, VA 23188TEL


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:(757) 229-2411CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR


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EHICLE IS OUTSIDE OF ANY APPLICABLE WARRANTY.-----ADVISED CU


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ST ABOUT CUSTOMERSASKFORD.COM AND GENUINESERVICE.COM AND THA


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T IF A RECALL COMES UP SHE CAN POSSIBLY BE REIMBURSED AS LON


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MG AS SHE KEEPS THE ORIGINAL RECEIPT FOR REPAIR


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CUSTOMER SAID: -BEEN HAPPENING OFF AND ON FOR ABOUT ONE YEAR


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-KEEP IT SET ON AUTOMATIC-OCCASIONALLY THE HEADLIGHTS WILL N


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OT COME ON-THE CORNERING LIGHTS DON'T COME ON EITHER-ALL THE


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OTHER LIGHTS DASH LIGHTS SEEM TO WORK RIGHT-WHEN USING THE


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TURN SIGNAL OR FLASHERS THEY CAUSE THE HEADLIGHTS TO COME ON


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-WHEN DRIVING FOR A MILE OR LESS THEY COME ON-LATELY HAVE TO


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DRIVE FOR AT LEAST TEN MILES-A COUPLE OF TIMES THEY DID NOT


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COME ON-INTERMITTENT-WHEN STARTING AND STOPPING THE CAR ABO


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UT FIVE OR SIX TIMES THEY DON'T COME ON LIKE GOING ON A SHOP


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PING TRIP-CAN'T TAKE TO DLR WHEN ITS HAPPENING BECAUSE THEY


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ARE CLOSED AT NIGHT-SOMETIMES COVERS (HEADLIGHT) SENSOR WHEN


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IT'S TOO BRIGHT OUTSIDE (FOR HEADLIGHTS)-CUST SEEKING TO KN


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OW IF WE HAVE THIS INFORMATION IN OUR DATABASEDEALER SAID: -


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S/MCARMAN FORD INC193 S DUPONT HIGHWAY NEW CASTLE, DE 19720C


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RC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFORMED BY


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A FORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOCUMENTED YOUR CO


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MMENTS AND I WILL FORWARD A COPY TO YOUR SERVICING DEALERSHI


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P OF YOUR CHOICE.  PLEASE CONTACT THE DEALERSHIP TO SCHEDULE


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A SERVICE APPOINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE


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MAY BE CHARGED.    IF ADDITIONAL ASSISTANCE IS REQUIRED, WE


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SUGGEST YOU CONTACT THE SM/CRM. THEY WILL FURTHER ASSIST IN


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FACILITATING YOUR SERVICE/REPAIR NEEDS.I JUST WANT TO CONFI


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RM, YOUR NEXT STEPS ARE TO DISCUSS THIS REPAIR WITH YOUR S/M


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AT YOUR SERVICING DEALERSHIP.DID NOT FULLY ADVISE THE ABOVE


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*CRC ADVISED*-CUST DRIVE WITH HEADLIGHTS -TAKE VEH TO DLRSHP


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-ASK DLR TO COVER UP HEADLIGHT SENSOR TO SIMULATE CONCERN (S


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CUSTOMER SAID: -HAS A PROBLEM WITH A 2003 MERCURY-DLR SAYS I


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T WILL COST $500 PLUS INSTALLATION-HEADLIGHTS ARE GOING OUT


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WHILE CUST IS DRIVING-CUST WANTS REPAIR COVERED BY FORD-VEH


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IS WITH THE CUST-VEH HASN'T BEEN TAKEN IN FOR DIAGNOSTIC-CUS


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T WANTS REPAIR COVERED UNDER WARRANTYDEALER SAID: -NONE-ATCH


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INSON FORD SALES INC.9800 BELLEVILLE RD BELLEVILLE, MI 48111


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TEL:(734) 697-9161CRC ADVISED: I HAVE REVIEWED IF ANY AVAILA


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BLE COVERAGES MAY ASSIST IN YOUR REPAIR REQUEST. THERE IS NO


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ACTIVE  ESP TO COVER THE PART OR THE REPAIR AND THE VEHICLE


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CUSTOMER SAID: = 1. HEADLIGHTS WENT OUT ON VEH= THIS HAPPENE


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D ABOUT A WEEK AGO= TOOK VEH TO DLR AND WAS TOLD REPAIR WOUL


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D COST OVER $500= CUST ASKED IF REPAIR WAS COVERED UNDER ESP


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= DLR ADV CUST THIS WAS NOT A COVERED COMPONENT= DLR PROVIDE


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D PART NUMBER 13C788= CUST WOULD LIKE TO KNOW WHY THIS ISN'T


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COVERED UNDER WARRANTY==== CUST FEELS THIS SHOULD BE ONE OF


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THE COVERED COMPONENTS UNDER THE WARRANTY= CUST WASN'T QUES


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TIONING WHETHER THE PART WAS COVERED HE WANTED TO KNOW WHY I


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T WASN'T COVERED= CUST FEELS SOMEONE SHOULD LOOK INTO THIS F


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URTHER AND MAKE SURE THIS IS COVERED UNDER EXTRACARE IN THE


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FUTURE= CUST FEELS THIS IS A SAFETY ISSUE WITH THE VEH AND S


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HOULD BE COVEREDDEALER SAID: = ALEX KARRAS LINCOLN - MERCURY


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6760 14TH STREET WEST BRADENTON, FL 34207TEL:(941) 756-4004C


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RC ADVISED: I HAVE REVIEWED IF ANY AVAILABLE COVERAGES MAY A


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SSIST IN YOUR REPAIR REQUEST. THERE IS NO ACTIVE  ESP TO COV


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ER THE PART OR THE REPAIR AND THE VEHICLE IS OUTSIDE OF ANY


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APPLICABLE WARRANTY.= DID NOT ADV CUST OF ABOVE= ADV CUST EX


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TRACARE COVERS 113 COMPONENTS ON VEH INCLUDING 15 COMPONENTS


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WITHIN THE ELECTRICAL SYSTEM= ADV CUST THE ELECTRONIC MODUL


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E IS NOT ONE OF THE COVERED COMPONENTS= ADV CUST EACH WARRAN


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TY IS GIVEN A CERTAIN NUMBER OF SPECIFIC COMPONENTS THAT WIL


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L BE COVERED UNDER EACH WARRANTY= ADV CUST HIS CONCERN HAS B


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EEN DOCUMENTED SO FORD IS AWARE OF THE PROBLEM HE WAS HAVING


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WITH THE VEH= ADV CUST IF A RECALL IS ISSUED IN THE FUTURE


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HE MAY BE ELIGIBLE FOR POSSIBLE REIMBURSEMENT


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CUSTOMER SAID: 1. HEADLIGHTS GO OFF INTERMITTENTLY WHILE DRI


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VING.-HAS THE TYPE OF LIGHTS THAT AUTOMATICALLY GO ON AT DUS


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K.-THE ON/OFF PROBLEM OCCURS WHETHER IN MANUAL OR AUTO.-BEGA


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N ABOUT A MONTH AGO.-HAS NOT BEEN TO DLRSHP.-SEEKING TECHNIC


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AL ADVICE.DEALER SAID: LONG-LEWIS FORD-MERCURY42490 U.S. HIG


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HWAY 280 SYLACAUGA, AL 35150TEL:(256) 245-5271-NONECRC ADVIS


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SERVICING DEALERSHIP.---SUPPLIED DLRSHP PHONE NUMBER FOR CU


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CUSTOMER SAID: =NOTHING SEEMS TO BE WORKING IN REGARDS TO TH


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E LIGHTS=NO HEADLIGHTS, INTERIOR LIGHTS, TAIL LIGHTS, BLINKE


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RS, ETC=THIS JUST STARTED TODAY=HASNT BEEN TO THE DEALER=DO


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WE KNOW IF IT NEEDS A FUSEDEALER SAID: AUFFENBERG FORD INC90


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1 S ILLINOIS ST BELLEVILLE,  IL  62220TEL: (618) 234-0330CRC


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ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFORMED BY A


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FORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOCUMENTED YOUR COMM


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ENTS AND I WILL FORWARD A COPY TO YOUR SERVICING DEALERSHIP


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OF YOUR CHOICE.  PLEASE CONTACT THE DEALERSHIP TO SCHEDULE A


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SERVICE APPOINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE M


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AY BE CHARGED.    IF ADDITIONAL ASSISTANCE IS REQUIRED, WE S


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UGGEST YOU CONTACT THE SM/CRM. THEY WILL FURTHER ASSIST IN F


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CUSTOMER SAID: 1. HEAD LIGHTS WENT OUT ALL OF A SUDDEN WHILE


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DRIVING-CUST WAS DRIVING EARLY IN THE MORNING WHILE IT WAS


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DARK-HEADLIGHTS WENT OFF AND CUST PULLED OVER-AFTER A WHILE


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THE HEADLIGHTS CAME BACK ON-CUST RESUMED DRIVING AND THE HEA


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DLIGHTS WENT BACK OFF-CONCERN HAPPENED SATURDAY APRIL 14,200


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7-CUST IS TOO AFRAID TO DRIVE VEH AT NIGHT-CUST IS INQUIRING


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HOW OR WHY THIS CONCERN HAPPENEDDEALER SAID: VAN DRISSE LIN


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COLN - MERCURY803 PILGRIM WAY GREEN BAY, WI 54304TEL:(920) 4


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97-2525-CUST SCHEDULED SERVICE APPOINTMENT TO HAVE VEH DIAG


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-APRIL 20, 2007CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR


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IR WITH YOUR S/M AT YOUR SERVICING DEALERSHIP.-ADVISED CUST


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THAT THERE ARE NO RECALLS ON VEH-DID NOT ADVISE CUST TO SCHE


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DULE A SERVICE APPOINTMENT SINCE ONE IS SCHEDULED


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CUSTOMER SAID: 1. HEADLIGHTS NON-FUNCTIONAL-VEH HAS NOT BEEN


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TO THE DLR-VEH HAS NOT BEEN DIAGNOSED-CUST IS SEEKING A DLR


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IN HIS AREA FOR REPAIRSDEALER SAID: -NONECRC ADVISED: WE RE


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COMMEND YOUR SERVICE/REPAIR BE PERFORMED BY A FORD/LINCOLN M


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ERCURY DEALERSHIP.I HAVE DOCUMENTED YOUR COMMENTS AND I WILL


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FORWARD A COPY TO YOUR SERVICING DEALERSHIP OF YOUR CHOICE.


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PLEASE CONTACT THE DEALERSHIP TO SCHEDULE A SERVICE APPOIN


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TMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE MAY BE CHARGED.


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IF ADDITIONAL ASSISTANCE IS REQUIRED, WE SUGGEST YOU CONT


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ACT THE SM/CRM. THEY WILL FURTHER ASSIST IN FACILITATING YOU


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R SERVICE/REPAIR NEEDS.I JUST WANT TO CONFIRM, YOUR NEXT STE


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PS ARE TO DISCUSS THIS REPAIR WITH YOUR S/M AT YOUR SERVICIN


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G DEALERSHIP.ART HILL INC901 WEST LINCOLN HWY MERRILLVILLE,


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T   -WHEN DOOR IS SHUT NOW LIGHTS START TO FLICKER OR DIM DO


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WN AND COME BACK AND ALSO DO THIS ON RADIO  -WANTS   PER CUS


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TOMER, DEALER SAYS:   -HERITAGE L/M  -HAD VEH FOR 4 DAYS


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CAC ADVISED:  - WE RECOMMEND THE REPAIR BE PERFORMED BY A


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FORD/LM DEALERSHIP  - INFORMATION WILL BE SENT TO DLR, CUSTO


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MER SHOULD CONTACT CRM/SERV MGR  -ADVISED CUST TO TAKE VEH T


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O DLRSHP AND THEY WOULD BE ABLE TO ADVISE HIM AS TO RENTAL O


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R LOANER VEH  -ADVISED CUST MERCURY DOES NOT HAVE LOANER PRO


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VISIONSO HE WOULD NEED TO SEE IF DLRSHP HAS LOANER OR TAXI S


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CUSTOMER SAYS:   - ROAD NOISE, AIR COMING THROUGH THE DOORS


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- SQUEALING SOUND COMING FROM RIGHT SIDE OF THE VEH TOWARD


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S THE FRONT  - ENGINE WAS NOT RUNNING SMOOTH, IT WAS VIBRATI


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NG  - WHILE DRIVING LIGHTS WENT OUT, INSTRUMENT PANEL WENT O


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UT, HEADLIGHTS DIDN'T COME ON (THIS WAS AT NIGHT)  PER CUSTO


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MER, DEALER SAYS:   - NONE  CAC ADVISED:  - WE RECOMMEND THE


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REPAIR BE PERFORMED BY A FORD/LM DEALERSHIP  - INFORMATION


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WILL BE SENT TO DLR, CUSTOMER SHOULD CONTACT CRM/SERV MGR IN


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CUSTOMER SAID: -DRIVING DOWN THE HIGHWAY HEADLIGHTS JUST GO


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OFF.-CUST DID SEVERAL THINGS WITH THE LIGHT SWITCH, BUT LIGH


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TS WOULD NOT COME BACK ON.-AFTER BEING ALONG SIDE THE HIGHWA


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Y FOR APPROXIMATELY 10-MINUTES, CUST STARTED THE VEH AGAIN,


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AND THE LIGHTS DID COME BACK ON; DOES NOT KNOW IF SHE ALSO L


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OOSES HER TAIL-LIGHTS OR NOT.-THIS HAS HAPPENED 2 TIMES, ONC


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E LAST WEEK AND AGAIN LAST NIGHT (TUES., 1/17/06).-CUST WOND


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ERING IF THIS IS A KNOWN PROBLEM AND WHERE TO GO TO GET THIS


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CONCERN DIAGNOSED AND REPAIRED (REQUESTING CLOSEST DLR TO W


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HERE SHE CURRENTLY IS DRIVING).DEALER SAID: FIVE STAR FORD66


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18 NE LOOP 820 AT RUFE SNOW NORTH RICHLAND HILLS,  TX  76180


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TEL: (817) 498-8838CRC ADVISED: WE RECOMMEND YOUR SERVICE/RE


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----CHECKED FOR ANY RECALLS/CSP RELATING TO HEADLIGHT/ELECTR


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ICAL ISSUES (THERE ARE NONE).-PROVIDED CUST WITH DLRSHP INFO


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CUSTOMER SAID: --WHEN TURNED THE LIGHTS AT OFF POSITION --WH


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EN IT GET DARK WILL THE LIGHTS TURN ON AUTOMATICALLY  WHEN T


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HE SWITCH IS IN OFF POSTION  -WHEN PUT THE SWITCH ON OFF POS


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ITION STILL THE VEH IS SHOWING AUTO LAMP SIGNS --SEEKING REP


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AIRDEALER SAID: DOWNEY LINCOLN - MERCURY 9515 LAKEWOOD BOULE


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VARD DOWNEY, CA  90240  TEL:  (562) 861-0721CRC ADVISED: WE


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RECOMMEND THE REPAIR BE PERFORMED BY A FORD/LM DEALERSHIP -


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INFORMATION WILL BE SENT TO DLR, CUSTOMER SHOULD CONTACT CRM


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8:08:40 AM - (REDACTED)  =HAVE BEEN TO THE DEALERSHIP


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SEVERAL (5)TIMES ABOUT A PROBLEM WTIH THE WINDSHIELD WIPERS


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COMMING ON WHILE DRIVING WITHOUT CUST TURNING THEM ON   =DEA


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LERSHIP AT FIRST SAID THEY COULD FIND NOTHING WRONG FOR 2YRS


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=WENT TO DLR IN MAY 04 AND AGAIN THEY COULD FIND NOTHING W


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RONG  =WHILE DRIVING THEY WIPERS CAME ON AGAIN AND CUSTOMER


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DROVE BACK TO DLR AND SHOWED THEM THAT THE WIPERS WERE ON WH


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ILE THE SWITCH WAS IN THE OFF POSITION  =NOW THE PROBLEM WAS


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FIXED BUT AFTER SEVERAL TRIPS, THIS IS A ACCEPTABLE   =NOW


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THE HEADLIGHTS COME ON IN BRIGHT DAYLIGHT WITHOUT BEING TURN


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=======  -VEH WAS LAST BROUGHT IN ON MAY 20/04 FOR THE WINDS


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HIELD WIPERS, THE BLADES HAD TO BE ADJUSTED FROM DAY ONE FOR


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SQUEEKING AND SKIPPING  -WHY DID FORD CHANGE THE WINDSHIELD


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BLADES FROM PREVIOUS MODEL YEARS TO THE 2003  -CUST QUESTIO


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NS WHY HE SHOULD HAVE HAD TO PAY TO REPLACE THE WIPER BLADES


Comments:
-CUST BROUGHT THE VEH TO THE DLR FOR THE HEADLAMPS AND A R


Comments:
EPAIR WAS COMPLETED BUT THE CONCERN REOCCURED AFTERWARDS  -C


Comments:
UST WOULD LIKE THE VEH REPAIRED  PER CUSTOMER, DEALER SAYS:


Comments:
-NONE  CAC ADVISED:  - WE RECOMMEND THE REPAIR BE PERFORME


Comments:
D BY A FORD/LM DEALERSHIP  - INFORMATION WILL BE SENT TO DLR


Comments:
, CUSTOMER SHOULD CONTACT CRM/SERV MGR  --------------------


Comments:
------ADVISED WIPER BLADES ARE A MAINTENANCE ITEM AND NOT CO


Comments:
VERED UNDER WARRANTY INFERENCE CASE ID:  4591


Comments:
CUSTOMER SAID: 1-HEADLIGHTS GO OFF -CONCERN STARTED HAPPENIN


Comments:
G ABOUT 5 MONTHS FROM 8/06/07-TOOK VEH IN TO THE DLR AN D TH


Comments:
EY REPLACED THE DIMMER SWITCH-CONCERN IS STILL PRESENT-HAS T


Comments:
AKEN THE VEH IN THE DLR 3 TIMES FOR THE CONCERN-TOOK VEH TO


Comments:
AN INDEPENDENT MECHANIC WHO SUGGEST HE CALLS THE CRC-CUST SE


Comments:
EKING TECHNICAL ADVISEDEALER SAID: ALL STAR FORD - MERCURY I


Comments:
DVISED: IF YOU ARE CHOOSING TO DO A REPAIR YOURSELF, SHOP MA


Comments:
NUALS AND WIRING DIAGRAMS THAT PROVIDE TECHNICAL REPAIR INFO


Comments:
RMATION ARE AVAILABLE FOR PURCHASE FROM OUR SUPPLIER, HELM I


Comments:
NC. AT 1(800) 782-4356 OR AT WWW.HELMINC.COM. OUR FORD AND L


Comments:
INCOLN MERCURY DEALERS ALSO HAVE TECHNICIANS THAT ARE FACTOR


Comments:
Y TRAINED AND CERTIFIED.  WE SUGGEST YOU CONTACT THE DEALERS


Comments:
HIP AND SCHEDULE AN APPOINTMENT FOR VEHICLE DIAGNOSIS AND TH


Comments:
E REPAIR.  SHOULD YOU REQUIRE ADDITIONAL GUIDANCE YOU MAY DI


Comments:
SCUSS THE SERVICE CONCERN(S) WITH THE SERVICE DEPARTMENT OR


Comments:
MANAGER WHO ARE IN THE BEST POSITION TO ASSIST LOCALLY.


Comments:
CUSTOMER SAID: -FOR ABOUT 2 WEEKS WHILE DRIVING ALONG AT NIG


Comments:
HT THE HEADLIGHTS WILL JUST GO OUT-IF CUST PULLS ON SWITCH T


Comments:
HE HEADLIGHTS WILL GO BACK ON BUT ARE ON HIGH BEAM-INTERMITT


Comments:
ENT CONCERN-HAS NOT BEEN TO DLRSHP-STATES CAN'T AFFORD TO GO


Comments:
TO DLRSHP-HAS ALREADY PURCHASED A SWITCH-SEEKING TECHNICAL


Comments:
INFORMATION FOR SELF REPAIRDEALER SAID: -NONE-CRC ADVISED: I


Comments:
F YOU ARE CHOOSING TO DO A REPAIR YOURSELF, SHOP MANUALS AND


Comments:
WIRING DIAGRAMS THAT PROVIDE TECHNICAL REPAIR INFORMATION A


Comments:
RE AVAILABLE FOR PURCHASE FROM OUR SUPPLIER, HELM INC. AT 1(


Comments:
800) 782-4356 OR AT WWW.HELMINC.COM. OUR FORD AND LINCOLN ME


Comments:
RCURY DEALERS ALSO HAVE TECHNICIANS THAT ARE FACTORY TRAINED


Comments:
AND CERTIFIED.  WE SUGGEST YOU CONTACT THE DEALERSHIP AND S


Comments:
CHEDULE AN APPOINTMENT FOR VEHICLE DIAGNOSIS AND THE REPAIR.


Comments:
SHOULD YOU REQUIRE ADDITIONAL GUIDANCE YOU MAY DISCUSS THE


Comments:
SERVICE CONCERN(S) WITH THE SERVICE DEPARTMENT OR MANAGER W


Comments:
HO ARE IN THE BEST POSITION TO ASSIST LOCALLY.-CUST ADV OF A


Comments:
CUSTOMER SAID: - CUST IN GRAND JUNCTION, CO.- BOUGHT VEH FR


Comments:
BAY AREA LINC IN HOUSTON.- WHEN HEADLIGHTS COMES AFTER 20 MI


Comments:
NS ALL LIGHTS GOES OFF & WILL NOT COME BACK ON UNTIL I SHUT


Comments:
OFF AND WAIT 10 MINS AND RESTART VEH AGAIN. - WEST SLOPE LIN


Comments:
C MERC SAID THEY TESTED VEH & NO PROBLEM FOUND.- AA TESTED S


Comments:
YST, NO PROBLEM FOUND, DLR SUSPECT TIME MODULE' FOR AUTO DIM


Comments:
IN INOPR AND MALFUNCTION IN ON AND OFF MODE.- DLR HAS TO WA


Comments:
IT 45 DAYS TO GET A TIME MODULE. - I HAVE TO GO BACK HOME ON


Comments:
SATURDAY & CANNOT DRIVE VEH AFTER DARK.- DLR SAID CUST CAN


Comments:
WAIT FOR PART TO COME IN OR DRIVE IN THE DAYTIME & TAKE VEH


Comments:
TO LOCAL DLRSHP WHEN HE GETS HOME?             === AFTER CRC


Comments:
ADVISED ===- CUST STATES HE WILL NOT WAIT UNTIL DLR ORDER P


Comments:
ART THEY THINK MAY SOLVE PROBLEM- WANTS CRC ADDRDEALER SAID:


Comments:
= WESTERN SLOPE AUTOP COMPANY IN GRAND JUNCTION, CO 81505*


Comments:
SV*MGR KEVIN WADE *ADV ZACHARIAH MOFFATTCRC ADVISED: == OBC


Comments:
TO DLR SPKE TO SV*MGR KEVIN WADE WHO SAID. . . - PART COMING


Comments:
FR BACK EAST FR FORD._DLR DON'T HAVE THE PART._WE WLD HAVE


Comments:
TO PUT IT IN TO SEE IF VEH HAS ANY MORE CONCERNS, NOT 100% S


Comments:
URE THIS IS. _NEED PART TO COMPLETE DIAG._MADE A FEW DLRS AR


Comments:
OUND BUT THEY DON'T HAVE THE PART._ONLY HAD THIS PROBLEM TWI


Comments:
CE IN 10 YRS._HAVE NOT PLACED ORDER B'CSE CUST NEEDS TO LET


Comments:
DLR KNOW IF. _RIGHT NOW LIGHTS ARE WORK'G LIKE THEY ARE SUPP


Comments:
OSED TO, NEVER CONFIRMED WHAT CUST SAID._CHECKED WIRING & CO


Comments:
NNECTORS & EVERYTHING WAS FINE._WE NEED CUST TO LET US KNOW


Comments:
IF HE WILL WAIT FOR PART BEFORE WE ORDER IT, IF NOT HE WLD H


Comments:
AVE TO TAKE IT TO HIS DLR AT HOME.WE RECOMMEND YOUR SERVICE/


Comments:
REPAIR BE PERFORMED BY A FORD/LINCOLN MERCURY DEALERSHIP.I H


Comments:
AVE DOCUMENTED YOUR COMMENTS AND I WILL FORWARD A COPY TO YO


Comments:
UR SERVICING DEALERSHIP OF YOUR CHOICE.  PLEASE CONTACT THE


Comments:
DEALERSHIP TO SCHEDULE A SERVICE APPOINTMENT.   PLEASE BE AD


Comments:
VISED A DIAGNOSTIC FEE MAY BE CHARGED.    IF ADDITIONAL ASSI


Comments:
STANCE IS REQUIRED, WE SUGGEST YOU CONTACT THE SM/CRM. THEY


Comments:
WILL FURTHER ASSIST IN FACILITATING YOUR SERVICE/REPAIR NEED


Comments:
S.       **** ADVISED CUST AS ABOVE **** PROVIDED CUST CRC A


Comments:
CUSTOMER SAYS:   -ELECTRICAL CONCERN WITH LIGHTS AND NO STAR


Comments:
CUSTOMER SAYS:   -CUST SAYS HEADLIGHTS WON'T GO OUT, SEEKING


Comments:
ASSISTANCE IN GETTING THEM TO GO OUT   PER CUSTOMER, DEALER


Comments:
SAYS:     CAC ADVISED:  - WE RELY ON OUR F/L/M DEALERS TO P


Comments:
ROVIDE NECESSARY TECHNICAL INFO    - YOUR DLR IS IN BEST POS


Comments:
ITION TO ACCESS AVAILABLE TECHNICAL RESOURCES INFERENCE CASE


Comments:
CUSTOMER SAID: ---CUST. SAYS HER HEADLIGHTS WON'T WORK RIGHT


Comments:
---THE NORMAL LIGHTS WILL ONLY WORK IF SHE HOLDS THE SWITCH


Comments:
FORWARD---THE HIGH BEAMS WORK, BUT NOT TO NORMAL LIGHTS---TO


Comments:
OK IT TO A DLR AND IT IS GOING TO COST 1,000 DOLLARS FOR A W


Comments:
HOLE NEW LIGHTING MODULE---FEELS THIS IS WAY TOO MUCH FOR FO


Comments:
RD TO CHARGE FOR THIS PARTDEALER SAID: ---NONECRC ADVISED: B


Comments:
ASED UPON YOUR REQUEST I HAVE DOCUMENTED YOUR COMMENTS. THAN


Comments:
= WESTERN SLOPE AUTOP COMPANY IN GRAND JUNCTION, CO 81505SV


Comments:
*ADV ZACHARIAH MOFFATT  SV*MGR KEVIN WADECRC ADVISED: THANK


Comments:
YOU FOR PROVIDING FORD MOTOR COMPANY WITH FEEDBACK; YOUR OPI


Comments:
NIONS ARE VALUABLE TO US.  I HAVE DOCUMENTED YOUR COMMENTS A


Comments:
ND THE INFORMATION YOU PROVIDED REGARDING YOUR EXPERIENCE WI


Comments:
TH OUR COMPANY. YOU WILL NOT BE CONTACTED UNLESS A SPECIFIC


Comments:
DEPARTMENT REQUIRES ADDITIONAL INFORMATION OR CLARIFICATION.


Comments:
== PROVIDED CRC ADDR FORD MOTOR COMPANYCUSTOMER RELATIONSHIP


Comments:
CENTRE16800 EXECUTIVE PLAZA DRIVEP O BOX 6248DEARBORN, MI 4


Comments:
CUSTOMER SAYS:   THE CUSTOMER NOTICED ON  THE FIRST DAY OF P


Comments:
URCHASE, THAT THE HEADLIGHTS DO NOT SHUT OFF AT TIMES WHEN T


Comments:
HE ENGINE IS NORMAL AND HE HAS TO TURN HIS ENGINE OFF FOR TH


Comments:
E HEADLIGHTS TO GO OFF.  THIS CONCERN IS INTERMITTENT AS THE


Comments:
CUSTOMER HAS USED THE HEADLIGHTS 40 TO 50 TIMES TILL TODAY


Comments:
AND FROM THAT 20 TIMES THE HEADLIGHT HAVE REFUSED TO SHUT O


Comments:
FF. THERE ARE NO SPECIFIC WEATHER CONDITIONS TEMPERATURES AS


Comments:
SOCIATED WITH THIS CONCERN. THERE ARE NO AFTER-MARKET MODIFI


Comments:
CATIONS MADE TO THE VEHICLE. THE CUSTOMER HAS NOT CHECKED TH


Comments:
E BULB, AND HAS NOT NOTICED ANY CONDENSATION OR CRACKS IN TH


Comments:
E HEADLAMPS OR TAILLAMPS.  THE CUSTOMER WILL BE ADDRESSING T


Comments:
HIS CONCERN WITH HIS DEALER AT HIS OWN CONVENIENCE.  PER CUS


Comments:
TOMER, DEALER SAYS:   NONE  CAC ADVISED:  THIS CUSTOMER WAS


Comments:
CONTACTED ON BEHALF OF THE GRAND MARQUIS ASSEMBLY PLANT THRO


Comments:
UGH THE ICCD PROGRAM, AT WHICH TIME WE WERE MADE AWARE OF TH


Comments:
IS CONCERN.  WE ARE SENDING YOU THIS CONTACT AS AN EARLY IND


Comments:
ICATOR THAT THIS CUSTOMER MAY ADDRESS THIS ISSUE AT YOUR DEA


Comments:
LERSHIP IN THE NEAR FUTURE.  THANK YOU IN ADVANCE FOR YOUR A


Comments:
CUSTOMER SAYS:   A SHORT WHILE AFTER TAKING POSSESSION OF TH


Comments:
E VEHICLE, THE CUSTOMER NOTICED THAT THE DAY TIME RUNNING LI


Comments:
GHTS DO NOT COME ON.  THERE ARE NO SPECIFIC WEATHER CONDITIO


Comments:
NS ASSOCIATED, NOR ARE THERE ANY AFTER MARKET MODIFICATIONS.


Comments:
THIS IS A CONSTANT CONCERN, AND ACCORDING TO THE CUSTOMER


Comments:
THE LIGHTS HAVE NEVER COME ON WHEN THE VEHICLE IS MOVED OUT


Comments:
OF THE PARKED POSSESSION.  THE ISSUE WILL BE MENTIONED TO TH


Comments:
E DEALERSHIP NEXT WEEK.    PER CUSTOMER, DEALER SAYS:   NONE


Comments:
CAC ADVISED:  -THIS CUSTOMER WAS CONTACTED ON BEHALF OF TH


Comments:
E MARAUDER ASSEMBLY PLANT   THROUGH THE ICCD PROGRAM, AT WHI


Comments:
CH TIME WE WERE MADE AWARE OF THIS   CONCERN  -WE ARE SENDIN


Comments:
G YOU THIS CONTACT AS AN EARLY INDICATOR THAT THIS CUSTOMER


Comments:
MAY ADDRESS THIS ISSUE AT YOUR DEALERSHIP IN THE NEAR FUTU


Comments:
RE   THANK YOU IN ADVANCE FOR YOUR ASSISTANCE   ******WAYNE*


Comments:
CUSTOMER SAYS:   THE CUSTOMER NOTICED UPON IMMEDIATE PURCHAS


Comments:
E OF THE VEHICLE THAT THE AUTOMATIC HEALIGHTS DONT WORK PROP


Comments:
ERLY. THE BEAMS SEEMS TO BE CHANGING. THERE ARE NO SPECIFIC


Comments:
WEATHER CONDITIONS TEMPERATURES ASSOCIATED WITH THIS CONCERN


Comments:
. THERE ARE NO AFTER-MARKET MODIFICATIONS MADE TO THE VEHICL


Comments:
E. THE CUSTOMER IS UNABLE TO STATE WHETHER THIS IS CONSTANT


Comments:
OR INTERMITTENT. THE HEADLAMP BULB HAS BEEN CHECKED AND THER


Comments:
E ARE NO CRACKS OR CONDENSATION IN THEM. THE CUSTOMER WILL B


Comments:
E ADDRESSING THIS CONCERN WITH HER DEALER IF THE CONCERN PER


Comments:
SISTS.  PER CUSTOMER, DEALER SAYS:   NONE  CAC ADVISED:  THI


Comments:
S CUSTOMER WAS CONTACTED ON BEHALF OF THE GRAND MARQUIS ASSE


Comments:
MBLY PLANT THROUGH THE ICCD PROGRAM, AT WHICH TIME WE WERE M


Comments:
ADE AWARE OF THIS CONCERN.  WE ARE SENDING YOU THIS CONTACT


Comments:
AS AN EARLY INDICATOR THAT THIS CUSTOMER MAY ADDRESS THIS IS


Comments:
SUE AT YOUR DEALERSHIP IN THE NEAR FUTURE.  THANK YOU IN ADV


Comments:
ANCE FOR YOUR ASSISTANCE.    *******NISHA*******


Comments:
CUSTOMER SAYS:   THE CUSTOMER NOTICED ON THE FIRST DAY OF PU


Comments:
RCHASE, THAT THE AUTO LAMP FEATURE DOES NOT WORK. SHE STATED


Comments:
THAT SHE HAS FOLLOWED THE EXACT STEPS AS MENTIONED IN THE O


Comments:
WNER'S MANUAL BUT THEY DO NOT COME UP WHEN DRIVING IN THE DA


Comments:
RK. ALL THE OTHER EXTERIOR AS WELL INTERIOR LIGHTS WORK WELL


Comments:
. THERE ARE NO AFTER MARKET MODIFICATIONS MADE TO THE VEHICL


Comments:
E, THIS CONCERN IS CONSIDERED CONSTANT. THE WEATHER DOES NOT


Comments:
PLAY A FACTOR WITH THIS CONCERN AND HAS NOT NOTICED ANY CRA


Comments:
CKS IN THE LIGHTS. THE CUSTOMER WILL BE ADDRESSING THIS CONC


Comments:
ERN WITH THE DEALERSHIP AT HIS OWN CONVENIENCE.  PER CUSTOME


Comments:
R, DEALER SAYS:   NONE  CAC ADVISED:  THIS CUSTOMER WAS CONT


Comments:
ACTED ON BEHALF OF THE GRAND MARQUIS ASSEMBLY PLANT THROUGH


Comments:
THE ICCD PROGRAM, AT WHICH TIME WE WERE MADE AWARE OF THIS C


Comments:
ONCERN. WE ARE SENDING YOU THIS CONCERN AS AN EARLY INDICATO


Comments:
R THAT THIS CUSTOMER MAY ADDRESS THIS ISSUE AT YOUR DEALERSH


Comments:
IP IN THE NEAR FUTURE. THANKYOU IN ADVANCE FOR YOUR ASSISTAN


Comments:
CUSTOMER SAYS:   THE CUSTOMER NOTICED ABOUT  2 WEEKS AFTER P


Comments:
URCHASE, THE EXTERIOR LIGHTS DID NOT FUNCTION PROPERLY. THE


Comments:
CUSTOMER STATES AFTER TURNING THE LIGHTS OFF, THE EXTERIOR L


Comments:
IGHTS STAYED ON FOR ABOUT 1 MINUTE. THE CONCERN OCCURRED TWI


Comments:
CE, ONCE AFTER A RAINFALL AND THE OTHER TIME IT WAS AT NIGHT


Comments:
E. STAYED ON. THERE IS NO CONDENSATION OR CRACKS IN THE HEAD


Comments:
LAMPS. THE CUSTOMER WILL BE ADDRESSING THIS WITH HIS DEALER


Comments:
ON HIS OWN TIME.   PER CUSTOMER, DEALER SAYS:     CAC ADVIS


Comments:
ED:  THIS CUSTOMER WAS CONTACTED ON BEHALF OF THE GRAND MARQ


Comments:
UIS ASSEMBLY PLANT THROUGH THE ICCD PROGRAM, AT WHICH TIME W


Comments:
E WERE MADE AWARE OF THIS CONCERN. WE ARE SENDING YOU THIS C


Comments:
ONTACT AS AN EARLY INDICATOR THAT THIS CUSTOMER MAY ADDRESS


Comments:
THIS ISSUE AT YOUR DEALERSHIP IN THE NEAR FUTURE.      THANK


Comments:
CUSTOMER SAID: BILL I RECIEVED FROM A DLR=I AM NOT HAPPY ABO


Comments:
UT THE BILL=ESP ON THE VEH=THE LIGHTS WENT OUT ON THE VEH EV


Comments:
ERY NOW AND THEN=MADE AN APPT WITH THE DLR FOR THE INSPECTIO


Comments:
N=THE DLR COURTESIED ME TO AWORK=THEY TOLD ME THE TIRES NEED


Comments:
ED TO BE REPLACED=THE MODULE NEEDED TO BE REPLACED AS WELL=T


Comments:
HEY TOLD ME THE BILL WOULD BE KIND OF LOW=TOLD THAT THE DIAG


Comments:
FEE IS ABOUT $45 AND THEN PROBABLY LIKE ANOTHER HUNDRED FOR


Comments:
THE REPAIR=REPLACED LIGHTING CONTROL SYSTEM=THAT WAS AROUND


Comments:
$450 TO $500=FEELS THAT THIS IS RIDICULOUS FOR THE AMOUNT O


Comments:
F WHAT WAS CHARGED TO HIM=GAVE THE INVOICE TO THE SALESMAN L


Comments:
AST WEEK AND WAS TOLD THAT HE WOULD LOOK INTO IT AND GET BAC


Comments:
K TO HIM=NO ONE HAS YET TO GET BACK TO HIM***SEEKING*** TO L


Comments:
ET FMC KNOW THAT HE IS NOT HAPPY WITH THE BILL FROM THE DLR


Comments:
FOR THE REPAIRDEALER SAID: BESHORE AND KOLLER INC.4370 N GEO


Comments:
RGE STREET EXT MANCHESTER, PA 17345TEL:(717) 266-3651CRC ADV


Comments:
ISED: THANK YOU FOR PROVIDING FORD MOTOR COMPANY WITH FEEDBA


Comments:
CK; YOUR OPINIONS ARE VALUABLE TO US.  I HAVE DOCUMENTED YOU


Comments:
R COMMENTS AND THE INFORMATION YOU PROVIDED REGARDING YOUR E


Comments:
XPERIENCE AT THE DEALERSHIP.  THIS INFORMATION WILL BE FORWA


Comments:
RDED TO THE CUSTOMER RELATIONS MANAGER AT THE DEALERSHIP FOR


Comments:
THEIR REVIEW AND CONSIDERATION.  ONCE AGAIN, THANK YOU FOR


Comments:
TAKING THE TIME TO LET US KNOW HOW YOU FEEL ABOUT THE SERVIC


Comments:
ES PROVIDED BY THE DEALERSHIP.=ADVISED THE CUST THAT SINCE H


Comments:
E IS DISPUTING THE CHARGES FROM THE DLR FOR THE SERVICES PRO


Comments:
VIDED, THAT IS NOT SOMETHING THAT WE CAN DECIDE UPON IF THEY


Comments:
SHOULD BE MORE OR LESS=THAT IS SOMETHING THAT HE HAS TO TAK


Comments:
DATE OF FOLLOW UP:                        06-13-2008


Comments:
TIME OF FOLLOW UP (HH:MM):                12:00


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR -SPOKE TO SM JOE -HE


Comments:
ADVISED THAT THE REPAIR OF THE LCM AT WARRANTY RATES IS 358.


Comments:
88-FOR A TOTAL OF $356-80% WOULD EQUAL $285-CUST WOULD BE RE


Comments:
SPONSIBLE FOR 20% WHICH WOULD BE $ 71.00 PLUS TAX EQUALING $


Comments:
75.97-HOTLINE SUGGESTED A LCM BE REPLACED -CCS REP WILL ADVI


Comments:
SE THE CUST OF THE OFFER -MADE OBC TO CUST -CALLED (REDACTED)


Comments:
-CUST REQUESTED TO BE CALLED ON WEDNESDAY BECAUSE SHE DO


Comments:
ESN'T WORK ALTERNATE NUMBER IS A WORK NUMBER -CCS REP LEFT A


Comments:
VM STATING THAT SHE WILL BE GETTING A CALL BACK BY 6-13-08


Comments:
BY 4:30 PM EST -CCS REP DID NOT LEAVE A VM OF THE OFFER -NOT


Comments:
E TO NEXT CCS REP PLEASE ADVISE THE CUST OF THE OFFER.-SET F


Comments:
DATE OF FOLLOW UP:                        06-18-2008


Comments:
== CCST JBROW710 ON BEHALF OF CCS LORRAINE EXT 7140 == OBC T


Comments:
O CUST(REDACTED) == SPOKE TO MS. BUIE == SHE WAS AWARE TH


Comments:
E UP WITH THE DLR AND HAVE THEM LOOK INTO BASED UPON THE PRI


Comments:
CES THEY CHARGE THERE=THE DLRS ARE ALL INDEPENDENTLY OWNED A


Comments:
ND OPERATED AND WE CANNOT DICTATE TO THEM WHAT TO CHARGE FOR


Comments:
-- CCST CLOSIGN CONTACT AS CUST HAS BEEN THANKED FOR FEEDBAC


Comments:
K AND  ADVISED OF APPLICABLE NEXT STEPS- NO FURTHER ACTION


Comments:
CUSTOMER SAID: -WHILE DRIVING, HEADLIGHTS WILL GO OFF-NO SPE


Comments:
CIFIC CAUSE FOR IT-CONCERN IS INTERMITTENT-OTHER LIGHTS REMA


Comments:
IN ON-STARTED ABOUT 2 OR 3 WEEKS AGO-INDEPENDENT COULD NOT F


Comments:
IGURE IT OUT-VEH IS AT DLRSHP NOW-CUST WOULD LIKE TO KNOW IF


Comments:
FORD CAN ASSIST WITH REPAIR-FEELS THAT THIS IS A SAFETY CON


Comments:
CERNDEALER SAID: LONG-LEWIS FORD2551 JOHN HAWKINS PARKWAY HO


Comments:
OVER, AL 35244TEL:(205) 989-3673-WORKING WITH RICHARD S/M AN


Comments:
D KEITH S/A-HAVE NOT BEEN ABLE TO DUPLICATE-FEEL IT IS A LIG


Comments:
HT MODULE-REPAIRS WOULD BE ABOUT $576.23CRC ADVISED: I HAVE


Comments:
REVIEWED THIS SITUATION WITH YOUR DEALERSHIP AND WE HAVE AGR


Comments:
EED DUE TO YOUR LOYALTY TO FORD AND THE DEALERSHIP THEY WOUL


Comments:
D LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS YOUR VEHICLE R


Comments:
EPAIR.  PLEASE CONTACT (NAME OF SERVICE MANAGER/SERVICE ADVI


Comments:
SOR OR CRM) TO SCHEDULE A REPAIR. NOTE TO CSR - IS MAY BE AP


Comments:
PROPRIATE TO MAKE A CONFERENCE BRIDGE/CALL IN AN ATTEMPT TO


Comments:
SCHEDULE THE REPAIR. PLEASE MAKE SURE YOU RECEIVE THE CONCUR


Comments:
RENCE OF THE SERVICE MANGER BEFORE CONNECTING THE CUSTOMER.*


Comments:
*********-OBC TO DLRSHP-SPOKE WITH RICHARD S/M-VEH HAS BEEN


Comments:
DIAG-HAS NOT DUPLICATED BUT THE MOST LOGICAL IS HEAD LIGHT C


Comments:
ONTROL MODULE-THIS IS THE MOST LOGICAL REPAIR-HAS NOT SEEN V


Comments:
EH SINCE PURCHASED-NO REPAIR HISTORY ON VEH-WOULD SUGGEST TO


Comments:
SPLIT BILL WITH CUST-WARRANTY RATE SHOULD BE ABOUT $500-CUS


Comments:
T COST SHOULD BE APPROXIMATELY $250-DLRSHP WILL PROCESS P98


Comments:
FOR $250*********-ADVISED CUST THAT HE SHARE OF THE REPAIR C


Comments:
OST WILL BE APPROXIMATELY $250 AND TO SPEAK WITH RICHARD S/M


Comments:
10/25 LINDA WITH CRC AT EXTENION 7007 CALLED DEALER AND SPOK


Comments:
E WITH RICHARD BOWLIN (SVR.MGR.) AND APPROVED $250.OO PAYMEN


Comments:
T OF REPAIR FOR HEADLIGHTS IF DEALER WAS OK WITH MAKING REPA


Comments:
IRS AT WARRANTY RATES,DEALER AGREED AND SO DID CUSTOMER AGRE


Comments:
E TO PAY REMAINDER ON CHARGES.....DEALER WILL SUBMIT A P98 F


Comments:
CCS SENETHA EXT 7286-PER DLR COMMENTS NO CCS ACTION NECESSAR


Comments:
CUSTOMER SAID: HEADLITE MODULES2FAFP71W04X15924465000 MILAGE


Comments:
HEADLIGHTS GO OUT WHILE DRIVEINGVEHICLE IS AT BODY SHOP BEIN


Comments:
G REPAIRED FROM ACCIDENT AT THIS TIMETHIS IS A POLICE DEPT.


Comments:
VEHICLECUSTOMER SAYS THERE ARE OTHER POLICE VEHICLES WITH TH


Comments:
E SAME PROBLEMCUSTOMER FEELS THIS IS A SAFETY ISSUECUSTOMER


Comments:
WOULD LIKE SOME FINANCIAL ASSISTANCE WITH  REPAIRDEALER SAID


Comments:
: NONECRC ADVISED: I WOULD LIKE TO RESEARCH THIS SITUATION F


Comments:
URTHER ON YOUR BEHALF TO ENSURE YOUR REQUEST RECEIVES PROPER


Comments:
CONSIDERATION. IS THERE A TIME THAT IS MOST CONVENIENT FOR


Comments:
.......OBC TO DEALERSHIP - S/M NOT AVAILABLECRC LEFT CALL-BA


Comments:
CK NUMBER FOR S/M ERICCRC ADVISED CUSTOMER OF FOLLOW-UP CALL


Comments:
TUESDAY 3/20  2:30PRIDE FORD OF NORTH ATTLEBORO <>120 DRAPE


Comments:
R AVENUE NORTH ATTLEBORO, MA 02760TEL:(508) 699-1111FAX:(508


Comments:
TO DATE SPOKE TO DEPT MECHANIC AT CUMBERLAND POLICE AND THEY


Comments:
ALREADY PAID AND INSTALLED LIGHTING CONTROL MODULES. INFORM


Comments:
ED HIM NEXT TIME CONDTION HAPPENS TO BRING CAR IN AND WE WIL


Comments:
L TEST IGNITION SYS WHICH MAY BE RELATED TO FAILED LCM.


Comments:
CCST GUY FIGARO X7128 - CCS CLOSED CONTACT NO FURTHER ACTION


Comments:
CUSTOMER SAID: -1. HEADLIGHTS-HIGH BEAMS WON'T GO ON-PARKING


Comments:
LIGHTS COME ON-STARTED LAST MONTH-VEH IS WITH CUST-VEH HAS


Comments:
BEEN DONE, CHARGED CUST $90-PART NUMBER 4W7Z13C788BB, LCM MO


Comments:
DULE-$718.00 ESTIMATE, DLRSHP SUBTRACT DIAGNOSIS FEE FROM TH


Comments:
E TOTAL -DLRSHP WILL PROVIDE LOANER TO CUST IF SHE GETS REPA


Comments:
IR DONE AT DLRSHP-SEEKING FINANCIAL ASSISTANCEDEALER SAID: N


Comments:
ONENICHOLS FORD INC2401 E. I-20 FT WORTH, TX 76119TEL:(817)


Comments:
535-3673CRC ADVISED: I WOULD LIKE TO RESEARCH THIS SITUATION


Comments:
R ME TO CONTACT YOU?-OBC TO DLRSHP-SPOKE TO S/M LARRY-NEVER


Comments:
BEEN TO DLRSHP UNTIL NOW-HAS AFTER MARKET ESP ON VEH THAT WO


Comments:
ULDN'T COVER IT,-BOUGHT VEH AND ESP AT FREEMAN TOYOTA -NO FI


Comments:
CCS KATHY X 7034- AWA DENIED PER HISTORICALS.


Comments:
CUSTOMER SAID: -HEAD LIGHTS  WOULD GO OFF 15 TO 20 MINUTES A


Comments:
FTER TURNED THEM ON-REPLACED LIGHTING MODULE-DONE AT INDEPEN


Comments:
DENTDEALER SAID: SHULTS FORD AT RTE. 28, INC.2871 FREEPORT R


Comments:
OAD PITTSBURGH, PA 15238TEL:(412) 828-2300CRC ADVISED: I HAV


Comments:
CUSTOMER SAID: 1-49NLED--THE VEH HEADLIGHTS GO OFF WHILE NIG


Comments:
HT DRIVING--HAVE HEARD THAT THE LCM ON THESE VEH HAS BEEN AN


Comments:
ISSUE--ASKING IF FMC COULD FIX THE VEH--WOULD COST $500 TO


Comments:
FIX IT --SEEKING FINANCIAL ASSISTANCEDEALER SAID: NONE--CONT


Comments:
ACTED DEALER: NOLARRY HILL FORD, INC.2496 SOUTH LEE HIGHWAY


Comments:
DVISED: I HAVE REVIEWED YOUR SITUATION AND UNFORTUNATELY, TH


Comments:
ERE ARE NO WARRANTIES, FSA/CSP ON YOUR VEHICLE THAT WOULD PR


Comments:
OVIDE ASSISTANCE FOR THIS REPAIR.  PLEASE STAY IN CONTACT WI


Comments:
TH YOUR S/M FOR FURTHER INFORMATION ON YOUR REPAIR.--ADVISED


Comments:
CUST ABOVE--VEH IS OUTSIDE AWA:  78,000 MILES--NO ESP COVER


Comments:
CUSTOMER SAID: -1-(REDACTED)-IN LATE MAY, CUST LOST ALL LIGHT AT


Comments:
NIGHT-LIGHT CAME BACK ON BUT ONLY LASTED 4-5 MINUTES-LIGHT


Comments:
GOT WORSE IN THE NEXT MONTH-TOOK TO DLR TO VERIFY IF THE LIG


Comments:
HTING CONTROL MODULE (LCM) HAD GONE BAD AT $471-TOOK TO LOCA


Comments:
L SHOP AND HAD LCM CHANGED-CUST PAID $556 FOR PART, LABOR AN


Comments:
D TAX-CUST FEELS FMC SHOULD PART WITH PRICE FOR $278 FOR TRO


Comments:
UBLE AND DANGER TO FAMILY-REQUESTS REIMBURSEMENT FOR $278 WR


Comments:
K, AL(REDACTED)DEALER SAID: -DLR NEEDED CUST T


Comments:
O LEAVE VEH FOR A WEEKCOLLIER FORD INC5156 US HIGHWAY 231 WE


Comments:
TO LOCATE DLR MENTIONED IN CUST EMAIL)CRC ADVISED: I HAVE RE


Comments:
VIEWED YOUR SITUATION AND THERE ARE NO WARRANTIES, FSA/CSP'S


Comments:
ON YOUR VEHICLE THAT WOULD PROVIDE ASSISTANCE FOR YOUR REIM


Comments:
BURSEMENT REQUEST.----------SENT CUST EMAIL - REIMBURSEMENT


Comments:
- LOANER/REPAIR/TOWING/CONSEQUENTIAL REPAIR - NO ASSISTANCE


Comments:
FLEET CONTACTS FFS SEEKING ASSISTANCE ON HEADLIGHT ISSUE.  F


Comments:
LEET STATES DEALER WILL NEED TO REPLACE HEADLIGHT MODULE, WO


Comments:
ULD LIKE TO DETERMINE IF FFS WOULD ASSIST. CSR CONTACTED DEA


Comments:
LER, MIKE ADVISED THAT REPAIR COST WAS $378.94, CSR INFORMED


Comments:
FFS ASSIST W/ $200.00, PROVIDED APPROVAL CODE. RO NBR: 1959


Comments:
11, RPR SEQ: BRPR/APRV AMT: $200.00APRVL CD: Y63RN/ PGM CODE


Comments:
: W04FLEET CONTACT- BERNIE NERICH- 412-365-1231DEALER CONTAC


Comments:
CUST CALLED STATING HE HAS SEVERAL VEHICLES WITH A  LIGHT MO


Comments:
DULE UNDER THE DASH NEXT TO THE  GAS PEDAL. PART # 4W7Z-13C7


Comments:
88-BB. CUST STATED THE LIGHTS GO ON AND OFF AND THEN STAY OF


Comments:
F.  CUST STATED HE TOOK THIS TO THE DEALER WHEN THE VEHICLE


Comments:
TTEMPTS FOR A HEADLIGHT CONCERN**AS PER GCQIS NO CONTACT TO


Comments:
TECH HOTLINE**AS PER OASIS 84/100,000 PREMIUMCARE**AS PER HI


Comments:
STORICS DLR UNABLE TO DUPLICATE CONCERN**OBC TO CUST @ 918-8


Comments:
08-6443 TO DISCUSS VEHICLE CONCERNS***CUST STATES VEHICLE WA


Comments:
S BROUGHT TO THE LINCOLN DLR BECAUSE THE HEADLIGHTS ON THE V


Comments:
EHICLE WOULD INTERMITTENLY GO OFF---CUST STATES VEHICLE WAS


Comments:
AT DLRSHP FOR TWO DAYS AND THE DLRSHP WAS UNABLE TO DUPLICAT


Comments:
E---CUST STATES VEHICLE WAS BROUGHT TO AN INDEPENDENT SHOP A


Comments:
ND WAS ADV ON WHICH COMPONENTS NEEDED REPLACEMENT---CUST STA


Comments:
TES HE THEN TOOK THE VEHICLE TO  UNITED FORD - NORTHIN TULSA


Comments:
, OK -- CUST STATES THAT DLRSHP WAS ABLE TO RESOLVE THE CONC


Comments:
ERN FOR HIM---CUST STATES VEHICLE IS NOW REPAIRED AND WORKIN


Comments:
G WELL**ADV CUST THAT IF ANY QUESTIONS OR CONCERNS IN THE FU


Comments:
TURE TO CONTACT THE CRC**CUST THANKS FOR CALL **CASE CLOSED*


Comments:
CUSTOMER SAID: -CUST SAYS 3 DAYS AGO TUESDAY 10/30/07 HIS HE


Comments:
ADLIGHTS WENT OUT-TOOK VEH TO DLRSHP FOR DIAGNOSIS/RESULT NE


Comments:
EDS TO REPLACE LIGHTING CONTROL MODUAL, TOTAL COST $500-$600


Comments:
-CUST SEEKING FINANCIAL ASSISTANCEDEALER SAID: HERITAGE LINC


Comments:
OLN - MERCURY INC 900 W GENESEE ST SYRACUSE, NY 13204(315) 4


Comments:
72-4534-OBC TO DLRSHP, SM KENNY SAID THAT THEY WOULD TAKE CA


Comments:
RE OF THE REPAIR FOR THE CUST-CUST IS AT THE DLRSHP AND WILL


Comments:
BE RESPONSIBLE FOR 20%-NO NEED TO FOLLOW UP WITH CUSTCRC AD


Comments:
VISED: YOUR DEALER HAS MADE AN ASSESSMENT BASED UPON FORD WA


Comments:
RRANTY & POLICY. THEY ARE IN THE BEST POSITION TO DETERMINE


Comments:
THE AMOUNT OF ASSISTANCE THAT WILL BE PROVIDED. IN THIS CASE


Comments:
THE CRC FEELS THAT THAT AMOUNT OF ASSISTANCE OFFERED BY THE


Comments:
DEALERSHIP IS MORE THAN ADEQUATE AND THE CRC WILL NOT PROVI


Comments:
CUSTOMER SAID: -END OF FEBRUARY1. LIGHTS WENT OUT-CUST WAS W


Comments:
AS DRIVING AND THE HEADLIGHTS CUT OFF-CUST SEEKING REPAIR WI


Comments:
TH FINANCIAL ASSISTANCEDEALER SAID: -PAUL SM-LIGHT MODULE IS


Comments:
OUT IN THE VEH-QUOTED $600 PLUS-PUTNAM LINCOLN - MERCURY451


Comments:
5 TOWSON AVENUE FORT SMITH, AR 72901TEL:(800) 289-6173CRC AD


Comments:
VISED: I HAVE REVIEWED THIS SITUATION WITH YOUR DEALERSHIP A


Comments:
ND WE HAVE AGREED DUE TO YOUR LOYALTY TO FORD AND THE DEALER


Comments:
SHIP THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS


Comments:
YOUR VEHICLE REPAIR.  PLEASE CONTACT (NAME OF SERVICE MANAGE


Comments:
R/SERVICE ADVISOR OR CRM) TO SCHEDULE A REPAIR. NOTE TO CSR


Comments:
- IS MAY BE APPROPRIATE TO MAKE A CONFERENCE BRIDGE/CALL IN


Comments:
AN ATTEMPT TO SCHEDULE THE REPAIR. PLEASE MAKE SURE YOU RECE


Comments:
IVE THE CONCURRENCE OF THE SERVICE MANGER BEFORE CONNECTING


Comments:
THE CUSTOMER.===**OBC TO DLR**-DAVID SM-REPAIR RATE: $660-WA


Comments:
RRANTY RATE: $372.35-COST TO FORD: $372.35-COST TO CUST: $0=


Comments:
==-ADV CUST FORD WOULD COVER THE COST OF THIS REPAIR FOR THE


Comments:
CRC ADVISED: I HAVE REVIEWED THIS SITUATION WITH YOUR DEALER


Comments:
SHIP AND WE HAVE AGREED DUE TO YOUR LOYALTY TO FORD AND THE


Comments:
DEALERSHIP THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TO


Comments:
WARDS YOUR VEHICLE REPAIR.  PLEASE CONTACT (NAME OF SERVICE


Comments:
MANAGER/SERVICE ADVISOR OR CRM) TO SCHEDULE A REPAIR. NOTE T


Comments:
O CSR - IS MAY BE APPROPRIATE TO MAKE A CONFERENCE BRIDGE/CA


Comments:
LL IN AN ATTEMPT TO SCHEDULE THE REPAIR. PLEASE MAKE SURE YO


Comments:
U RECEIVE THE CONCURRENCE OF THE SERVICE MANGER BEFORE CONNE


Comments:
-CCS JEREMY X7115 MONITORING CASE FOR CLOSURE-CCS WILL REVIE


Comments:
-CCS JEREMY X7115-OBC TO CUST AT(REDACTED)CUST STATES TH


Comments:
AT THE WORK IS DONE AND EEVRYTHIGN IS WORKING FINE NOW-ADV C


Comments:
UST TO CONTACT THE CRC FOR ANY FUTURE CONCERNS-CUST THANKED


Comments:
FMC FOR THE HELP-NO FURTHER ACTION NEEDED-CLOSING CASE


Comments:
CUSTOMER SAID: -RUNNING PATH AS PER COACH BACK-SEE HISTORICS


Comments:
-CUST SEEKING FINANCIAL ASSISTANCE WITH REPAIRDEALER SAID: -


Comments:
SEE HISTORICSCRC ADVISED: I HAVE REVIEWED THIS SITUATION WIT


Comments:
H YOUR DEALERSHIP AND WE HAVE AGREED DUE TO YOUR LOYALTY TO


Comments:
FORD AND THE DEALERSHIP THEY WOULD LIKE TO PROVIDE YOU WITH


Comments:
ASSISTANCE TOWARDS YOUR VEHICLE REPAIR.  PLEASE CONTACT (NAM


Comments:
E OF SERVICE MANAGER/SERVICE ADVISOR OR CRM) TO SCHEDULE A R


Comments:
EPAIR. NOTE TO CSR - IS MAY BE APPROPRIATE TO MAKE A CONFERE


Comments:
NCE BRIDGE/CALL IN AN ATTEMPT TO SCHEDULE THE REPAIR. PLEASE


Comments:
MAKE SURE YOU RECEIVE THE CONCURRENCE OF THE SERVICE MANGER


Comments:
BEFORE CONNECTING THE CUSTOMER.===**OBC TO DLR**-DAVID SM-R


Comments:
EPAIR: $660-WARRANTY RATE: $372.35-COST TO FORD: $372.35-COS


Comments:
-CCS JEREMY X7115CLOSING CASE NOW THAT P98 PATH HAS BEEN RUN


Comments:
CUSTOMER SAID: -HEAD LIGHTS GO OFF AND ON WITH WARNING-PROBL


Comments:
EM HAS BEEN OCCURRING FOR TWO DAYS-THOMPSON LIN MER-CUST SPO


Comments:
KE TO TONY HILDEBRANT SERVICE CONSULTANT-CUST IS SEEKING FRO


Comments:
M FMC FOR FMC TO ASSIST WITH THE REPAIRING OF LIGHT CONTROL


Comments:
MODULE(FINANCIAL ASSISTANCE)-DIAGNOSE CUST COST 740.00 TOTAL


Comments:
COST-CUST STATED THAT THIS COULD HAVE BEEN AN SAFETY ISSUE


Comments:
FOR CUSTDEALER SAID: THOMPSON LINCOLN - MERCURY INC1000 MERR


Comments:
ITT BLVD. BALTIMORE, MD 21222TEL:(410) 282-6300CRC ADVISED:


Comments:
I HAVE REVIEWED THIS SITUATION WITH YOUR DEALERSHIP AND WE H


Comments:
AVE AGREED DUE TO YOUR LOYALTY TO FORD AND THE DEALERSHIP TH


Comments:
EY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS YOUR VE


Comments:
HICLE REPAIR.  PLEASE CONTACT (NAME OF SERVICE MANAGER/SERVI


Comments:
CE ADVISOR OR CRM) TO SCHEDULE A REPAIR. NOTE TO CSR - IS MA


Comments:
Y BE APPROPRIATE TO MAKE A CONFERENCE BRIDGE/CALL IN AN ATTE


Comments:
MPT TO SCHEDULE THE REPAIR. PLEASE MAKE SURE YOU RECEIVE THE


Comments:
CONCURRENCE OF THE SERVICE MANGER BEFORE CONNECTING THE CUS


Comments:
TOMER.***OBC TO DLR *****THOMPSON LINCOLN MERCURY-SPOKE TO T


Comments:
ONY HILDERBANT SERVICE ADVISOR-CUST IS A LOYAL TO DLR SHP-CU


Comments:
ST IS NEED OF LIGHT CONTROL MODULE MUST BE REPLACED-REPAIR C


Comments:
OST IS PAY IS 640.00-CUST HAS ALL HER MAINTAINCE PREFORMED A


Comments:
T DLR SHP-PART # WL7Z13C788BB 422.11 WARRANTY RATE-LABOR WAR


Comments:
RANTY 83.00TOTAL 526.22 CRC WILL PROVIDE 398.00CUST PAYS 128


Comments:
.22**CRC ADVISED CUST TO CONTACT S/A CONCERNING APPOINTMENT


Comments:
FOR REPAIR DATE-CRC WILL PROVIDE 80%-398.00 OF REPAIR COST C


Comments:
CCS REP JOE X 7084 MONITORING CASE-AWAITING DLR UPDATES VEH


Comments:
VEHICLE HAS BEEN REPAIRED. P05 ASSIST. CUST. PAID $138 AND F


Comments:
ORD PAID $162. REPLACED THE LIGHTING CONTROL MODULE.


Comments:
CCS REP JOE X 7084 MADE OBC TO CUST-CUST ADVISED VEH IS REPA


Comments:
IRED AND CUST IS VERY HAPPY-REP ADVISED CUST REP WILL BE CLO


Comments:
SING OUT CASE SINCE VEH CONCERNS ARE REPAIRED-NO FURTHER ACT


Comments:
CUSTOMER SAID: VEH IS CURRENTLY AT THE DLR SHP**NO LIGHTS IN


Comments:
THE VEH **HEAD LIGHTS WORK INTERMTTIN CONCERN **MODULE WENT


Comments:
OUT OF THE VEH **TOOK VEH INTO THE DLR SHP YESTERDAY **POPU


Comments:
LAR FORD **SPOKE TO ELAINE S/A**COST OF THE REPAIR 700.00+ *


Comments:
*RECIVED 4-TICKETS CONCERNING THE REPAIR TO THE VEH**SEEKING


Comments:
FROM FMC **TO HAVE THE LIGHTS FIXEDDEALER SAID: POPULAR FOR


Comments:
00CRC ADVISED: I HAVE REVIEWED THIS SITUATION WITH YOUR DEAL


Comments:
ERSHIP AND WE HAVE AGREED DUE TO YOUR LOYALTY TO FORD AND TH


Comments:
E DEALERSHIP THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE


Comments:
TOWARDS YOUR VEHICLE REPAIR.  PLEASE CONTACT (NAME OF SERVIC


Comments:
E MANAGER/SERVICE ADVISOR OR CRM) TO SCHEDULE A REPAIR. NOTE


Comments:
TO CSR - IS MAY BE APPROPRIATE TO MAKE A CONFERENCE BRIDGE/


Comments:
CALL IN AN ATTEMPT TO SCHEDULE THE REPAIR. PLEASE MAKE SURE


Comments:
YOU RECEIVE THE CONCURRENCE OF THE SERVICE MANGER BEFORE CON


Comments:
NECTING THE CUSTOMER.*OBC TO DLR POPULAR FORD SPOKE TO S/MLC


Comments:
M LIGHTING CONTROL MODULE**CUST HAS A AFTERMARKET WARRANTY*W


Comments:
HICH DOES NOT COVER THE REPAIR OF THE MODULAR NEED FOR THE R


Comments:
EPAIR **THE COST IS 617.00 +IF THE VEH WAS UNDER WARRANTY TH


Comments:
E REPAIR WOULD BE COVERED **WARANTY RATES LABOR 88.35---PART


Comments:
S 295.97 TOTAL 383.97CUST IS TO PAY 200.00  CRC WILL PROVIDE


Comments:
184.00 TOWARDS **DLR SHP WILL PROCESS A P98 FOR CUST**CRC A


Comments:
DVISED DUE TO CUST LOYALTY FMC WILL PROVIDE 50% OR REPAIR CU


Comments:
ST FOR CUST TOTAL COST OF THE REPAIR IS 383.97 CRC WILL PAY


Comments:
184.00 CUST IS TO PAY 200.00+ ST TAXES**CSUT AGREEDS AND THA


Comments:
CCS ERIN EXT 7193 -- OBC TO DLR, SM STEVE-- SM ADVISED CUST


Comments:
HAS VEH; WAITING ON PART- LOOKING TO RECEIVE ON AROUND 8/26


Comments:
-- CCS REQUEST DLR TO UPDATE CUDL WHEN PART COMES IN AND APP


Comments:
T IS SCHEDULED TO KNOW WHEN TO CONTACT CUST TO VERIFY REPAIR


Comments:
CCS ERIN EXT 7193-- OBC TO DLR SM BRIAN -- DLR ASKED IF THIS


Comments:
THE CUST WITH $200.00 PARTICIPATION CCS ADVISED YES -- SM A


Comments:
DVISED WOULD CHECK ON STATUS OF PART AND DID NOT RETURN TO P


Comments:
HONE -- SA LISA - ADVISED THE PART HAS COME IN AND CUST JUST


Comments:
NEEDS TO SCHEDULE APPT TO HAVE INSTALLED -------OBC TO CUST


Comments:
@ (REDACTED); SPOKE WITH CUST AND PROVIDED CONTACT INFORM


Comments:
CUSTOMER SAID: THREAD ID 1-40X5YP-HEADLIGHTS FAILING -BROUGH


Comments:
T TO DLR AND THEY COULDN'T FIND A PROBLEM -BROUGHT TO INDEPE


Comments:
NDENT AND THEY FOUND EXTERIOR LAMP CONTROL MODULE FAILING -D


Comments:
LR WILL NOT REPAIR BECAUSE THEY CAN'T FIND PROBLEM -INDEPEND


Comments:
ENT WILL REPAIR AT MY COST -WHAT IS NEXT STEP TO GETTING THI


Comments:
S FIXED UNDER WARRANTYDEALER SAID: LINCOLN MERCURY VOLVO OF


Comments:
TULSA4111 S. MEMORIAL TULSA, OK 74145TEL:(918)280-6220-UNABL


Comments:
E TO DUPLICATE CONCERNCRC ADVISED: LET ME ESCALATE THIS TO O


Comments:
UR CUSTOMER CARE SOLUTIONS TEAM.  THEY CAN INVESTIGATE YOUR


Comments:
CONCERNS FURTHER AND WORK WITH YOUR DEALERSHIP TO UTILIZE AL


Comments:
L AVAILABLE RESOURCES TO RESOLVE YOUR CONCERN. FOR THE VEHIC


Comments:
LE TO BE REPAIRED, THE DEALERSHIP WOULD FIRST NEED TO DUPLIC


Comments:
ATE THE SYMPTOM. A FORD CUSTOMER CARE SPECIALIST WILL CONTAC


Comments:
T YOU WITHIN  2 BUSINESS DAYS.-SENT EMAIL ADVISING CUST OF A


Comments:
BOVE ***OBC TO DLR***-SPOKE TO KELLY/SM-UNABLE TO DUPLICATE


Comments:
CONCERN-NO TSB'S OR SSM'S-TRYING TO CONTACT ZM TO SEE WHAT W


Comments:
LCCS PAUL X 7240**INTIAL CASE REVIEW**AS PER AWS NO REPAIR A


Comments:
AT SHE WAS RESPONSIBLE FOR THE 20% OF THE REPAIR == CUST STA


Comments:
TES THAT SHE IS ALSO LOOKING TO GET REIMBURSED FOR HER PREVI


Comments:
OUS REPAIRS == AT ANOTHER DLR == SHE STATES THAT SHE IS OUT


Comments:
650.00 == CUST IS VERY UPSET ABOUT THAT == SHE STATES THAT S


Comments:
HE HAS HAD THE CONCERN BEFORE HER WARRANTY WENT OUT == THE D


Comments:
LR WAS CLAIRMONT FORD == CUST STATES THAT SHE CAN FAX LORRAI


Comments:
NE THE RECIEPTS == IF THAT IS WHAT IS NEEDED == FORD OF CLER


Comments:
MONT, INC. ==1101 EAST HIGHWAY 50 == CLERMONT, FL 34711 ==TE


Comments:
L:(352) 394-6161 ==  CUST STATED THIS WAS THE DLR THAT SHE P


Comments:
AID 650.00 == AND THEY DID NOT REPAIR THE VHE == THAT IS WHY


Comments:
SHE IS CURRENTLY AT  THIS DLR == ADVISED I WILL ADVISE HER


Comments:
AGENT LORRAINE AS TO WHAT SHE IS SEEKING == ADVISED THAT THE


Comments:
RE IS NO ANSWERS IN REGARDS TO THAT REQUEST AT THIS TIME ==


Comments:
SCHEDULED F/U FOR WEDNESDAY 06/18/2008 BETWEEN 10-2 EST ==


Comments:
CUSTOMER CALLED 06/13/2008 WITH APPROVAL OF CUSTOMER PERCENT


Comments:
AGE TO PAY AND ORDERD PARTS,SHOULD BE IN ON MONDAY AFTERNOON


Comments:
TOTAL COST OF ACTUAL REPAIR               356


Comments:
CUSTOMER'S SHARE OF REPAIR COST(%)        20


Comments:
DEALER'S SHARE OF REPAIR COST(%)          0


Comments:
FORD'S SHARE OF REPAIR COST(%)            80


Comments:
CCS REP LORRAINE X7140-CCS REP OFFERED ASSISTANCE -TOTAL COS


Comments:
T OF REPAIR AT WARRANTY $356-CCS REP ASSISTING WITH 80% WHIC


Comments:
H WOULD EQUAL $285-CUST WOULD BE RESPONSIBLE FOR 20% WHICH W


Comments:
OULD BE $ 71.00 PLUS TAX EQUALING $75.97-MADE OBC TO DLR -SM


Comments:
JOE ADVISED THAT THE CUST ALREADY PICKED UP THE VEHICLE


Comments:
DATE OF FOLLOW UP:                        06-20-2008


Comments:
TIME OF FOLLOW UP (HH:MM):                14:15


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED (REDACTED)


Comments:
-SPOKE TO CUST SHE ADVISED THAT SHE PICKED UP THE VEH YESTER


Comments:
DAY -CCS REP ASKED THAT SHE FAX OVER WHAT SHE WANTS REVIEWED


Comments:
FOR REIMBURSEMENT -CCS REP ADVISED THAT SHE WILL BE CALLING


Comments:
HER BACK BY 6-20-08 FROM 12-4:30 PM TO GIVE HER A CHANCE TO


Comments:
FAX OVER THE PAPERWORK AND DRIVE THE VEH


Comments:
CUSTOMER HAS ALREADY PICKED UP CAR AND HAS NOT HAD A PROBLEM


Comments:
DATE OF FOLLOW UP:                        06-25-2008


Comments:
TIME OF FOLLOW UP (HH:MM):                14:20


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED  (REDACTED)


Comments:
5-CUST ADVISED THAT THE VEH IS OK BUT SHE IS AFRAID TO DRIVE


Comments:
IT AT NIGHT -CCS REP ADVISED THAT SHE RECEIVED HER RECEIPTS


Comments:
WOULD LIKE TO REVIEW THEM FURTHER AND WILL BE GIVING THE CU


Comments:
ST A CALL BACK ON 6-25-08 FROM 12-4:30 PM EST SINCE SHE IS A


Comments:
T WORK MONDAY AND TUESDAY AND HAS A CLASS IN THE MORNING


Comments:
DATE OF FOLLOW UP:                        06-30-2008


Comments:
TIME OF FOLLOW UP (HH:MM):                14:30


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR -SPOKE TO SD MARIE SH


Comments:
E ADVISED THAT THEY WOULD LOOK INTO REIMBURSING THE CUST ON


Comments:
HALF OF THE REPAIR IF THE VEH IS FIXED -MADE OBC TO CUST -CA


Comments:
LLED (REDACTED)-SPOKE TO CUST  SHE ADVISED THAT SHE HAS NO


Comments:
T DRIVEN THE VEH MUCH AND WANTS TO BE CALLED NEXT WEEK -CCS


Comments:
REP ADVISED THAT SHE WILL BE CALLING HER BACK BY 6-30-08 FRO


Comments:
M 12-4:30 PM EST TO SEE HOW THE VEH IS RUNNING AND TO GIVE H


Comments:
ER AN ANSWER ON HER REQUEST FOR ASSISTANCE


Comments:
ATION -- ADVISED CUST WILL MONITOR THE REPAIR AND CONTACT ON


Comments:
E THE REPAIR IS COMPLETE -- CUST ADVISED TO CONTACT THE CUST


Comments:
TO SET UP APPT FOR THE REPAIR -- CCS SCHEDULING SILENT F/U


Comments:
WITH DLR FOR 8/29 BY 17:00 TO CONFIRM APPT MADE


Comments:
CCS ERIN EXT 7193 -- OBC TO DLR AND LEFT VM ADVISING REQUEST


Comments:
ING AN UPDATE ON CUST VEH STATUS FOR THE REPAIR -- SILENT F/


Comments:
U SCHEDULED FOR 9/2 BY 17:00 TO CHECK REPAIR STATUS


Comments:
CCS ERIN EXT 7193-- OBC TO DLR RECEPTIONIST UNKNOWN NAME --


Comments:
VEH CAME IN TODAY, DLR EXPECTS THE REPAIR TO BE COMPLETED AN


Comments:
D RETURNED TO CUST BY END OF DAY -- CCS WILL SCHEDULE F/U WI


Comments:
CCS ERIN EXT 7193-- OBC TOMR. (REDACTED); CCS C


Comments:
ONFIRMED WITH CUST THAT THE VEH HAS BEEN REPAIRED AND RETURN


Comments:
ED TO HIM -- CCS ADVISED WILL CLOSE CASE AS COMPLETED


Comments:
CUSTOMER SAID: -1. AUTO LIGHT SYSTEM DOES NOT FUNCTION-WORKS


Comments:
INTERMITTENTLY-HEADLIGHTS WILL NOT COME ON-HEADLIGHTS DON'T


Comments:
EVEN TURN ON MANUALLY-NOTICED ABOUT 2 WEEKS AGO-VEH DIAG LA


Comments:
ST WEEK-CUST HAS VEH NOW-ABOUT $600 TO FIX-CUST SEEKING FIN


Comments:
ASST TOWARDS REPAIR OF VEHDEALER SAID: -CLINTONVILLE MOTORS


Comments:
INC.27 WEST 12TH STREET CLINTONVILLE, WI 54929TEL:(715) 823-


Comments:
3154CRC ADVISED: I WOULD LIKE TO RESEARCH THIS SITUATION FUR


Comments:
THER ON YOUR BEHALF TO ENSURE YOUR REQUEST RECEIVES PROPER C


Comments:
ONSIDERATION. IS THERE A TIME THAT IS MOST CONVENIENT FOR ME


Comments:
TO CONTACT YOU?-----------FU SCHEDULED FOR 8/20/08 BY 2 PM


Comments:
C TO DLR-SM DENNIS-WARRANTABLE CONCERN-CUST HAS BOUGHT VEHS


Comments:
FROM THIS DLR IN THE PAST-HAS BEEN IN FOR SOME MAINTENANCE I


Comments:
N THE PAST-PAID FOR A REPAIR JUST LAST MONTH-GOOD BUSINESS D


Comments:
ECISION TO ASSIST-WILL PROCESS AS P98-WILL NEED TO GET BACK


Comments:
CUSTOMER SAID: **THANK YOU FOR CALLINGDEALER SAID: NONECRC A


Comments:
DVISED: **SPOKE TO OWNER'S WIFE INFORMED CUST THAT DUE TO WE


Comments:
ATHER CONDITIONS IN FLATHAT HER ASSIGNED AGENT HAS RESCHEDUL


Comments:
CUSTOMER SAID: -IBC FROM DLR ON 8/19/08-DENNIS FROM CLINTONV


Comments:
ILLE MOTORS-CALLING ABOUT DON PRINGNITZ AND HEADLIGHT SWITCH


Comments:
-CHECKED ON OUR END-P05 IS AVAILABLE FOR THAT-WE WILL DO IT


Comments:
THAT WAY-CALL ME IF YOU WANT AT (REDACTED)-THANKSDEALER SA


Comments:
ID: -CLINTONVILLE MOTORS INC.27 WEST 12TH STREET CLINTONVILL


Comments:
CUSTOMER SAID: -PER HISTORICALS ON 8/19/08-1. AUTO LIGHT SYS


Comments:
TEM DOES NOT FUNCTION-WORKS INTERMITTENTLY-HEADLIGHTS WILL N


Comments:
OT COME ON-HEADLIGHTS DON'T EVEN TURN ON MANUALLY-NOTICED AB


Comments:
OUT 2 WEEKS AGO-VEH DIAG LAST WEEK-CUST HAS VEH NOW-ABOUT $6


Comments:
00 TO FIX-CUST SEEKING FIN ASST TOWARDS REPAIR OF VEHDEALER


Comments:
SAID: -CLINTONVILLE MOTORS INC.27 WEST 12TH STREET CLINTONVI


Comments:
LLE, WI 54929TEL:(715) 823-3154CRC ADVISED: I HAVE REVIEWED


Comments:
THISI SITUATION WITH YOUR DEALERSHIP AND THEY HAVE AGREED TH


Comments:
AT DUE TO YOUR LOYALTY WITH FORD AND THE DEALERSHIP, THEY WO


Comments:
ULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS YOUR VEHICLE


Comments:
REPAIR.- PLEASE SPEAK WITH YOUR SM/CRM TO REVIEW THE DETAIL


Comments:
S----ADVISED TO SPEAK TO SM DENNIS FOR DETAILS-CUST ASKED HO


Comments:
W MUCH ASST-ADVISED CUST HE WOULD NEED TO SPEAK TO SM FOR TH


Comments:
AT INFO-CUST ASKED WHAT IF I AM NOT SATISFIED WITH WHAT THEY


Comments:
ARE OFFERING-ADVISED IF THAT IS THE CASE AND HE WOULD WISH


Comments:
TO SPEAK TO CRC ABOUT THAT TO PLEASE CALL US BACK---------PE


Comments:
R HISTORICALS FROM EARLIER TODAY-IBC FROM DLR ON 8/19/08-DEN


Comments:
NIS FROM CLINTONVILLE MOTORS-CHECKED ON OUR END-P05 IS AVAIL


Comments:
-CCS BRIANA EXT 7379-CCS MONITORING CASE FOR DLR UPDATES


Comments:
-CCS BRIANA EXT 7379-OBC TO DLRSHP SPOKE WITH DENNIS S/M -VE


Comments:
H IS REPAIRED TODAY AND CUST HAS PICKED IT UP -OBC TO CUST


Comments:
(REDACTED)  -CUST STATES THAT HE HASNT TRIED IT OUT YET BUT


Comments:
THAT HE LIVES IN THE COUNTRY SO HASNT REALLY DRIVEN VEH -BU


Comments:
T STATES THAT IT SHOULD BE FINE -REP ADVISED IF HE HAS ANY F


Comments:
UTURE CONCERNS TO CONTACT THE DLRSHP AND THE CRC -CUST UNDER


Comments:
STOOD AND THANKED REP -NO FURTHER ACTION NECESSARY -CASE CLO


Comments:
CUSTOMER SAID: 1. LIGHTS GO OFF AUTOMATICALLY ALL TIME -STAR


Comments:
TED ABOUT 3 WEEKS -DLRSHP REMOVED LIGHTING CONTROL MODULE-DL


Comments:
RSHP CLEANED THE CONNECTORS AND TESTED TO BE FINE -FEELS THA


Comments:
T THIS IS A SAFETY CONCERN-$650 TO REPLACE MODULE -SEEKING F


Comments:
INANCIAL ASSISTANCEDEALER SAID: NONEMERRIAM MOTORS INC895 N.


Comments:
COLONY ROAD WALLINGFORD, CT 06492TEL:(203) 265-2001CRC ADVI


Comments:
SED: I HAVE REVIEWED THIS SITUATION WITH YOUR DEALERSHIP AND


Comments:
WE HAVE AGREED DUE TO YOUR LOYALTY TO FORD AND THE DEALERSH


Comments:
IP THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS YO


Comments:
UR VEHICLE REPAIR.  PLEASE CONTACT (NAME OF SERVICE MANAGER/


Comments:
SERVICE ADVISOR OR CRM) TO SCHEDULE A REPAIR. NOTE TO CSR -


Comments:
IS MAY BE APPROPRIATE TO MAKE A CONFERENCE BRIDGE/CALL IN AN


Comments:
ATTEMPT TO SCHEDULE THE REPAIR. PLEASE MAKE SURE YOU RECEIV


Comments:
E THE CONCURRENCE OF THE SERVICE MANGER BEFORE CONNECTING TH


Comments:
E CUSTOMER.-OBC TO DLR-SPOKE TO BILLY S/M -$616.26 PLUS TAX


Comments:
PARTS AND LABOR, CUST PAY -DLRSHP WILLING TO ASSIST-S/M STAT


Comments:
ES THAT CUST WOULD NEED TO EITHER SPEAK WITH S/M OR TALK TO


Comments:
JAY S/A2ND AUG 06, MAINTENANCE VISIT3RD AUG 06 -JAN 08 31000


Comments:
MILES -NO VERY MUCH MAINTENANCE DONE AT DLRSHP-DIDN'T BUY C


Comments:
AR HERE-3 VEH ON PROFILE, ORIGINAL-CUST PAY $55.00-S/M TO SU


Comments:
- CCS BRYAN EXT 7315 - - CCS MADE OBC TO DLR - SPOKE TO SM J


Comments:
AY - SM INFORMED THE VEH WAS REPAIRED AND RETURNED AND THE P


Comments:
98 WAS FOR THE REPAIR NOT A REIMBURSEMENT - CCS MADE OBC TO


Comments:
CUST AT (REDACTED) LM ASKED CUST TO CALL BACK (REDACTED)


Comments:
(REDACTED) AND CONFIRM VEH REPAIR- CCS INFORMED CUST THAT I WI


Comments:
- CCS BRYAN EXT 7315 -- CCS RECEIVED MESSAGE FROM CUST - CUS


Comments:
T INFORMED VEH IS REPAIRED AND CUST IS HAPPY - CCS CLOSING C


Comments:
CUSTOMER SAID: =WENT TO DLR 1ST TIME FOR LIGHTS GOING OUT WH


Comments:
ILE DRIVING AT NIGHT AND THEY COULD NOT FIND ANYTHIN =LIGHTS


Comments:
WENT OUT AGAIN AND CUST WENT BACK TO DLR AND A LIGHT SWITCH


Comments:
WAS REPLACED =LIGHTS WENT OUT AGAIN AND CUST WENT BACK TO D


Comments:
LR AND A CONTROL SWITCH WAS REPLACED =CUST WAS CHARGED BOTH


Comments:
TIMES FOR ESP DEDUCTIBLE =SEEKING REFUND FOR 1 OF THE DEDUCT


Comments:
IBLES BECAUSE THE DLR SHOULD OF PUT THE RIGHT PART IN THE FI


Comments:
RST TIME =WHEN THE SON WENT TO DLR TO  TALK ABOUT THEY OFFER


Comments:
ED A OIL CHANGE FOR NO CHARGE=DEALER SAID: ROY BROWN LINCOLN


Comments:
MERCURY2121 NW HIGHWAY 19 CRYSTAL RIVER, FL 34428TEL:(800)


Comments:
524-0373=S/A ATKINS SAID HAE TO CHARGE 2ND DEDUCTIBLE OR FIN


Comments:
D A LIKE VEH ON LOT TO CHARGE TOCRC ADVISED: I HAVE REVIEWED


Comments:
THIS SITUATION WITH YOUR DEALERSHIP AND WE HAVE AGREED DUE


Comments:
TO YOUR LOYALTY TO FORD AND THE DEALERSHIP THEY WOULD LIKE T


Comments:
O PROVIDE YOU WITH ASSISTANCE TOWARDS YOUR VEHICLE REPAIR.


Comments:
PLEASE CONTACT (NAME OF SERVICE MANAGER/SERVICE ADVISOR OR C


Comments:
RM) TO SCHEDULE A REPAIR. NOTE TO CSR - IS MAY BE APPROPRIAT


Comments:
E TO MAKE A CONFERENCE BRIDGE/CALL IN AN ATTEMPT TO SCHEDULE


Comments:
THE REPAIR. PLEASE MAKE SURE YOU RECEIVE THE CONCURRENCE OF


Comments:
THE SERVICE MANGER BEFORE CONNECTING THE CUSTOMER.==OBC TO


Comments:
DLR S/M RYAN BROWN SAYS CUST IS LOYAL TO DLR TO SUBMIT RECEI


Comments:
PT =THE FIRST TIME PART WAS REPLACED WAS THERE BEST GUESS=CR


Comments:
C ADV DLR THAT 106 WILL BE IN SYSTEM FOR P98 =ADV CUST TO SP


Comments:
WAITING ON CODE FROM FORD TO CLAIM REFUND


Comments:
CCS REP LOIDA X 7381 MAY CLOSE CONTACT ONCE DLRSHP DOCUMENTS


Comments:
VEH HAS BEEN REPAIRED AND RETURNED TO CUST - THANKS


Comments:
REFUND FOR DEDUCTABLE ISSUED TO CUSTOMER


Comments:
CCS REP LOIDA X 7381 MADE OBC TO CALLER WRITER


Comments:
(REDACTED) CHILD -REP ADVISED IN VM REP IS ATTEMPTING TO


Comments:
VERIFY IF CUST RECEIEVD REIMBURSEMENT-REP ADVISED REP WOULD


Comments:
ATTEMPT OTHER NUMBER ON FILE IF REP COULD NOT REACH REP WOUL


Comments:
D ATTEMPT AGAIN NO LATER THAN TOMORROW BEFORE 5PM- REP PROVI


Comments:
DED NUMBER AND EXT IN VM- REP MADE OBC TO CUST AT PRIMARY PH


Comments:
ONE:(REDACTED)- REP WAS ADVISED BY MS CAPPOLA THE REIMBU


Comments:
RSEMENT WAS APPLIED TO HER CREDIT CARD- REP ADVISED ANY FUTU


Comments:
RE CONCERN TO FEEL FREE AND CONTACT THE CRC- CASE CLOSED


Comments:
-CUST SEEKING FINANCIAL ASSISTANCEDEALER SAID: -HERITAGE LIN


Comments:
COLN - MERCURY INC 900 W GENESEE ST SYRACUSE, NY 13204(315)


Comments:
472-4534SM-KENNY-SAID IT WOULD BE A GOOD IDEA TO ASSIST THIS


Comments:
LOYAL CUST-WILL CALL BACK WITH WARRANTY RATESCRC ADVISED: I


Comments:
WOULD LIKE TO RESEARCH THIS SITUATION FURTHER ON YOUR BEHAL


Comments:
F TO ENSURE YOUR REQUEST RECEIVES PROPER CONSIDERATION. IS T


Comments:
HERE A TIME THAT IS MOST CONVENIENT FOR ME TO CONTACT YOU?


Comments:
--AWAITING DOCUMENTED COMPLETION OF REPAIRS TO CLOSE--THANK


Comments:
THIS IS NOT A ACUSTOMER OF KOERNER FORD, SO WHY IS IT IN MY


Comments:
--AWAITNG DLR COMMENTS WHEN REPAIRS ARE COMPELTE TO CLOSE CO


Comments:
--CCST CALLED CUST WHO SAYS VEH HAS SINCE BEEN REPAIRED AND


Comments:
CUSTOMER SAID: -CUST WAS LOOKING TO GET THE DEDUCTIBLE WAIVE


Comments:
D AND ALSO TO FIND OUT WHY SHE HAD TO PAY $42 EXTRA FOR A SQ


Comments:
UEAKING HOOD AND INTERMITTENT HEADLIGHT FAILURE THAT BEGAN O


Comments:
N MARCH 26TH.-THE VEH IS AT LIBERTY FORD.DEALER SAID: LIBERT


Comments:
Y FORD9311 LIBERTY ROAD RANDALLSTOWN, MD 21133TEL:(410) 504-


Comments:
2897-SPOKE WITH DAVE.-DAVE SAID THAT THEY WOULD TAKE GOOD CA


Comments:
RE OF CUST'S CAR SINCE SHE REFUSES TO PAY THE EXTRA $42CRC A


Comments:
DVISED: I WOULD LIKE TO RESEARCH THIS SITUATION FURTHER ON Y


Comments:
OUR BEHALF TO ENSURE YOUR REQUEST RECEIVES PROPER CONSIDERAT


Comments:
ION. IS THERE A TIME THAT IS MOST CONVENIENT FOR ME TO CONTA


Comments:
CT YOU?-ADVISED THAT THE ESP DEDUCTIOBLE CANNOT BE WAIVED AN


Comments:
D AS PER ABOVE.-CUST REQUESTED A SUPERVISOR.


Comments:
CRC ADVISED: (NOTE TO CSR - THIS MAC IS TO BE USED BY SUPERV


Comments:
ISORS ONLY.)-LCCR GUY SPOKE WITH CUST-SUP ADVISED CUST THE C


Comments:
SR WOULD NEED TO CONTINUE LOOKING INTO RESOURCES TO DETERMIN


Comments:
E WHAT CAN BE DONE ABOUT CURRENT REPAIR-SUP ADVISED CUST THE


Comments:
AGENT HANDLING THIS CASE WILL FOLLOW UP WITH HER ONCE THE I


Comments:
NFORMATION HAS BEEN PROPERLY LOOKED INTO-NO FURTHER ACTION A


Comments:
MS(REDACTED) PRESENTED HER VEHICLE TO LIBERTY FORD ON 04/02/07 -


Comments:
MS (REDACTED) SAID SHE HAD A BUMPER TO BUMPER WARRANTY - MS (REDACTED) H


Comments:
AS ACCRUED 36,700 MILES AND HAS AN ESP PREMIUM CARE WARRANTY


Comments:
-MS(REDACTED) HAD TWO CONCERNS - A PROBLEM WITH THE AUTO HEADLAM


Comments:
PS AND A SQUEAK SOMEWHERE IN THE FRONT OF THE VEHICLE - MS B


Comments:
ELL SAID SHE TRIED TO GET THE AUTO HEADLAMPS FIXED AT DULANE


Comments:
Y MOTORS BUT THE SERVICE DEPT CLOSED EARLY - DIDN'T WANT TO


Comments:
PAY THE $100.00 DEDUCTIBLE ON ESP -FINALLY AGREED TO PAY - M


Comments:
S(REDACTED) DRIVING A FRCS NO COST RENTAL CAR - THE SQUEAK WAS FI


Comments:
XED BY LUBRICATING THE HOOD LATCH ASSY AND HOOD BUMPER STOPS


Comments:
- MS(REDACTED) REFUSED TO PAY FOR THIS AND SAID SHE WOULD HOLD T


Comments:
HE RENTAL CAR TILL WE AGREED NOT TO CHARGE HER - WE DID NOT


Comments:
CHARGE HER - MS (REDACTED) PAID THE $100.00 ESP DEDUCTIBLE AND RET


Comments:
URNED OUR RENTAL CAR - PLEASE CLOSE THIS CASE - CRM BOB KOOP


Comments:
CUSTOMER SAID: -SPOKE WITH JAMES SERVICE ADVISOR.-ESP IS NOT


Comments:
ON FILE.-THE VEH WAS ONLY THERE ONCE FOR THAT CONCERN.-IT W


Comments:
AS NOT COVERED.-CUST JUST PAID THE DEDUCTIBLE.-THE REPLACED


Comments:
THE HEADLIGHT CONTOL MODULE.-ESP EVEN COVERED THE RENTAL FOR


Comments:
THAT DAY.-CUST DID PAY $100DEALER SAID: LIBERTY FORD9311 LI


Comments:
BERTY ROAD RANDALLSTOWN, MD 21133TEL:(410) 504-2897


Comments:
-CCST ROGER EXT 7284 -AS PER DLR/SM COMMENTS -NO FURTHER ACT


Comments:
CUSTOMER SAID: ìTHREAD ID:1-47AV5P┘-HEAD LIGHTS SHUT OFF WHI


Comments:
LE DRIVING-IT TAKES 5-20 MINUTES TO COME BACK ON-IT HAPPENS


Comments:
MOST OF THE TIME WHILE DRIVING WITH CHILDREN-CUST WANTED THE


Comments:
VEH TO BE FIXED-TOOK VEH TO THOMPSON LINCOLN MERCURY AND WA


Comments:
S TOLD IT WOULD COST $800 TO REPAIR -NEVER THOUGHT A MERCURY


Comments:
GRAND MARQUIS HAVE ISSUE WITH THE HEAD LIGHTS-IT CONSTANTLY


Comments:
SHUTS OFF WHILE DRIVING-WAS CHARGED $1900 FOR THE REPAIRS -


Comments:
CANNOT AFFORD TO PAY FOR A LOT OF REPAIRS***************WRIT


Comments:
.COMCELLULAR PHONE NUMBER:  (REDACTED)DEALER SAID: -NONE-THO


Comments:
MPSON LINCOLN - MERCURY INC1000 MERRITT BLVD. BALTIMORE, MD


Comments:
REVIEWED THISI SITUATION WITH YOUR DEALERSHIP AND THEY HAVE


Comments:
AGREED THAT DUE TO YOUR LOYALTY WITH FORD AND THE DEALERSHI


Comments:
P, THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARDS YO


Comments:
UR VEHICLE REPAIR.- PLEASE SPEAK WITH YOUR SM/CRM TO REVIEW


Comments:
SPOKE WITH SERVICE DIRECTOR MICHAEL-VEH NEEDED A LIGHTING CO


Comments:
NTROL MODULE-BOUGHT THE VEH FROM THE DLR-CUST HAS AN EXTENSI


Comments:
VE MAINTENANCE HISTORY-HAS BEEN GOING TO THE DLR SINCE SHE P


Comments:
URCHASED THE VEH-CUST FALLS WITHIN P05 QUALIFICATION-PSD WIL


Comments:
L BE CONTACTING THE CUST THIS AFTERNOON***OBC TO CUST***-SPO


Comments:
KE WITH COUSIN (REDACTED)-LEFT A MESSAGE FOR CUST THAT THE DLR


Comments:
WILL BE PROVIDING ASST TOWARDS THE REPAIR-CSR ALSO LEFT DLR


Comments:
'S PHONE NUMBER AND ADVISED THAT WE'LL BE SENDING AN E-MAIL


Comments:
=CCST TREVOR EXT 7122=SPOKE WITH SM MIKE=DLRSHIP IS PROVIDIN


Comments:
G AWA FOR LIGHTING CONTROL MODULE=PARTS TO REPAIRS VEH CAME


Comments:
IN 8/21/08 AND DLRSHIP CALLED CUST TO SCHEDULE APPOINTMENT=W


Comments:
=CCST TREVOR EXT 7122=OBC TO DLR SPOKE WITH SM MIKE =DLRSHIP


Comments:
IS WORKING WITH CUST BUT AT THIS TIME HAS NOT BEEN ABLE TO


Comments:
CONTACT CUST SINCE 8/22=OBC TO CUST (REDACTED)


Comments:
, NO ANSWER LEFT VM. WITH F/U AT (REDACTED) NUMBER BUSY


Comments:
=CCST TREVOR EXT 7122=OBC TO CUST (REDACTED)


Comments:
, SPOKE WITH WOMAN WHO ANSWERED=ADVISED THAT SM MIKE AT THO


Comments:
MPSON LINCOLN-MERCURY INC WOULD LIKE CUST TO CONTACT DLRSHIP


Comments:
SO DLRSHIP CAN SCHEDULE WHEN REPAIRS COULD BE PERFORMED ON


Comments:
VH=WOMAN SAID THE OWNER OF VEH (REDACTED) HAS BEEN BUS


Comments:
Y WITH WORK=ADVISED TO HAVE CUST CALL SM MIKE AT DISCUSS CAS


Comments:
E FURTHER WITH SM=NO F/U WITH CUST PROMISED REVIEW CASE 8/29


Comments:
DEALERSHIP HAS MADE 5 ATTEMPTS TO CONTACT CUSTOMER TO OFFER


Comments:
AWA ASSISTANCE. CUSTOMER'S PHONE HAS BEEN DISCONNECTED.DEALE


Comments:
R IS WILLING TO OFFER AWA ASSISTANCE IF CUSTOMER WILL CONTAC


Comments:
=CCST TREVOR EXT 7122=OBC TO DLRSHIP SPOKE WITH SM MIKE=DLRS


Comments:
HIP HAS LEFT MESSAGE FOR CUST WITH NO REPLY=SM HAS PARTS IN


Comments:
AND IS WILLING TO ASSIST CUST WITH REPAIRS=OBC TO CUST (REDACTED)


Comments:
UMBER NOT IN SERVICE =SET F/U WITH CUST FOR 9/2 BY 12 PM EST


Comments:
CCS YOLANDA~EXT. 7101~ASSISTING CCS TREVOR EXT. 7122~OBC TO


Comments:
CUST AT (REDACTED) NO ANSWER CCS PROVIDED HER CONTACT INFORM


Comments:
ATION ON CUST VM~CCS ADVISED CUST THAT THIS IS THE 3RD AND F


Comments:
INAL ATTEMPT OF FMC CONTACTING THEM~CCS ADVISED CUST THAT TH


Comments:
EIR REP HAVE ATTEMPT SEVERAL TIMES TO REACH THEM~CCS ADVISED


Comments:
CUST THAT WHEN THEY ARE ABLE TO ADDRESS THEIR VEH CONCERN T


Comments:
HEY MAY CONTACT THEIR DLRSHP OR THE CRC~NO FURHTER ACTION IS


Comments:
REQUIRED BY THE CCS AT THIS TIME~CASE CLOSED


Comments:
CUSTOMER SAID: -PURCHASED A 2004 GRAND MARQUIS 23000-ALSO PU


Comments:
RCHASED AN EXTENDED WARRANTY -ASKED FOR A BUMPER TO BUMPER W


Comments:
ARRANTY, THAT WOULD COVER EVERYTHING THE ORGINAL WARRANTY DI


Comments:
D1. LOW BEAMS WOULD NOT COME ON-VEH HAS BEEN TO THE DLR-VEH


Comments:
HAS BEEN DIAGNOSED-DLR STATES THE PART IS NOT COVERED-LOW BE


Comments:
AM MODUAL $600 TO REPLACE-WAS REFERRED TO CRC BY DLR-CUST IS


Comments:
SEEKING FIN ASSTDEALER SAID: BRANDON FORD9090 ADAMO DRIVETA


Comments:
MPA, FL 33619TEL:(813) 246-3673-JOHN S/ACRC ADVISED: I WOULD


Comments:
TIME THAT IS MOST CONVENIENT FOR ME TO CONTACT YOU?****OBC


Comments:
TO DLR-LEFT VM FOR ERIC SLADE S/M-REQUESTED CALL BACK -SET F


Comments:
/U WITH CUST FOR 8/19/08 BY 5:30 PM-PER CUST REQUEST


Comments:
CUSTOMER PURCHASED ESP FROM OTHER DEALER, DOSEN'T MEET OUR A


Comments:
CUSTOMER SAID: *****PLEASE SEE HISTORICALS***DEALER SAID: **


Comments:
**PLEASE SEE HISTORICALS***CRC ADVISED: -ATTEMPTED TO REACH


Comments:
CUST -UNSUCCESSFUL -LEFT A V/M THAT I WOULD CALL HIM BACK ON


Comments:
CCS REP LORRAINE X7140-CLOSING DUPLICATE CASE


Comments:
SEEKING FIN ASST=CUST HAD THE REPAIR DONE ALREADY=PART WAS


Comments:
$471 =CUST IS SEEKING REIMBURSEMENT ON THE PART=CUST DOESN'T


Comments:
FEEL THAT THE PART SHOULD HAVE WENT OUT -CUST SEEKING TO SP


Comments:
EAK TO CSR REP, RITA-PLEASE HAVE RITA CALL MY WIFE AT: 81347


Comments:
09927 8136812949 HOMEWORKS MON-THURS UNTIL 5:30 PMTUES 4PM F


Comments:
/U WITH CUSTDEALER SAID: =NONEBRANDON FORD9090 ADAMO DRIVETA


Comments:
MPA, FL 33619TEL:(813) 246-3673-JOHN S/ACRC ADVISED: BEFORE


Comments:
WE CAN MAKE A DECISION REGARDING ANY FORD COVERAGE IT MUST B


Comments:
E REVIEWED BY A FORD/LINCOLN/MERCURY DEALERSHIP. I WOULD LIK


Comments:
E THAT IS MOST CONVENIENT FOR ME TO CONTACT YOU.WORKS MON-TH


Comments:
URS UNTIL 5:30 PMTUES 8/26/08 4PM F/U WITH CUST(REDACTED)CE


Comments:
CCS REP LORRAINE X7140****NOTE TO CCR**** AS PER HISTORIC'S


Comments:
FROM DLR UPDATE:------- ACTION: CUSTOMER PAID REPAIR MADE= D


Comments:
EALER: 04963 BRANDON FORD= ORIGIN DESC: DEALER =ODOMETER: 23


Comments:
000 MI  COMM TYPE: OTHER=ANALYST NAME: JAMES BUCHANAN  ANALY


Comments:
ST: J-BUCHA7 =ACTION DATE: 08/18/2008  ACTION TIME: 07.31.28


Comments:
.986  ACTION DATA: NO=COMMENTS CUSTOMER PURCHASED ESP FROM O


Comments:
THER DEALER, DOSEN'T MEET OUR AWA CRITERIA. SB


Comments:
CUSTOMER SAID: ****PLEASE SEE HISTORICALS***DEALER SAID: ***


Comments:
PLEASE SEE HISTORICALS***CRC ADVISED: -ATTEMPTED TO REACH TH


Comments:
E DLRSHP -SPOKE WITH TAMMY IN THE SERVICE DEPT WHO ADVISED M


Comments:
E THAT THE S/M WAS AT LUNCH AND WOULDN'T BE BACK FOR ANOTHER


Comments:
HOUR-LEFT A V/M ON THE MACHINE OF ERIC SLAY TO RETURN MY CA


Comments:
LL TO FIND OUT IF IT WOULD BE A GOOD BUSINESS DECISION TO RE


Comments:
CCS REP LORRAINE X7140-AS PER HISTORIC'S -CCR ADVISED CUST O


Comments:
F THE FOLLOWING: I HAVE REVIEWED YOUR SITUATION WITH YOUR DE


Comments:
ALERSHIP. AT THIS TIME NO ASSISTANCE WILL BE PROVIDED. ACCOR


Comments:
DING TO THE TERMS AND CONDITIONS OF YOUR PLAN THAT YOU PURCH


Comments:
ASED, THE REASONS FOR DENIAL PROVIDED TO YOU BY THE DEALERSH


Comments:
IP IS CORRECT. IF YOU FEEL YOU REQUIRE FURTHER EXPLANATION O


Comments:
F THIS DECISION, PLEASE SPEAK WITH THE CRM/SM OF THE DEALERS


Comments:
HIP-NO FURTHER ACTION IS NEEDED AT THIS TIME


Comments:
CUSTOMER SAID: --LIGHTS KEEP TURNING OFF WHILE DRIIVING--THI


Comments:
S IS AN INTERMITTENT CONCERN--SOMETIMES TURNING THE VEH OFF


Comments:
THEN TURNING IT BACK ON THE LIGHTS WILL COME BACK ON--CUSTOM


Comments:
ER IS CALLING THE CRC TO SEE IF THERE ARE ANY RECALLS FOR TH


Comments:
IS CONERN--DLR SAYS THIS IS NOT A SHORT--SOMETIMES THE LIGHT


Comments:
S WILL GO OUT WHILE THE VEH IS HOT SOMETIMES WHEN COLD--BEEN


Comments:
AT LEAST A COUPLE MONTHS SINCE THE DLR HAS INSPECTED THE VE


Comments:
HDEALER SAID: DARCARS LINCOLN MERCURY4700 BRANCH AVE. TEMPLE


Comments:
HILLS, MD 20748TEL:(301) 899-1100CRC ADVISED: I HAVE REVIEW


Comments:
ED YOUR SITUATION AND UNFORTUNATELY, THERE ARE NO WARRANTIES


Comments:
, FSA/CSP ON YOUR VEHICLE THAT WOULD PROVIDE ASSISTANCE FOR


Comments:
THIS REPAIR.PLEASE STAY IN CONTACT WITH YOUR S/M FOR FURTHER


Comments:
INFORMATION ON YOUR REPAIR.--ADVISED OF ABOVE


Comments:
CUSTOMER SAID: 1. DIM LIGHTS GO ON & OFF BY ITSELF =STARTED


Comments:
BEFORE APRIL 08=HAPPENED INTERMITTENTLY=HAD TO HOLD THE KNOB


Comments:
UP TO KEEP THE LIGHTS ON2. A/C NOT BLOWING AT ALL THROUGH T


Comments:
HE MIDDLE VENTS=STARTED 2 WEEKS AGO=TOOK VEH TO A MECHANIC =


Comments:
CUST PULLED INTO A JIFFY LUBE & SHOWED THE CUST THE GREASE D


Comments:
RIPPING FROM HIS FINGER=CUST DOESN'T TRUST THE MERCURY DLR=E


Comments:
VERYTHING ELSE WORKS FINE=88000 M=VEH REPAIRED=VEH WITH CUST


Comments:
=CUST WANTS TO KNOW IF FORD WILL HELP WITH THISDEALER SAID:


Comments:
VENICE LINCOLN - MERCURY 34293 TEL:(941) 497-1986=CUST DOESN


Comments:
'T REMEMBER WHO HE SPOKE WITH =IN FEB/MARCH, REPLACE MODULE


Comments:
$737=REAR END IS DRY, NO GREASEMILLSBORO FORD338 WEST DUPONT


Comments:
HIGHWAY MILLSBORO, DE 19966TEL:(888) 998-FORD=NONECRC ADVIS


Comments:
ED: I HAVE REVIEWED YOUR SITUATION AND UNFORTUNATELY, THERE


Comments:
ARE NO WARRANTIES, FSA/CSP ON YOUR VEHICLE THAT WOULD PROVID


Comments:
E ASSISTANCE FOR THIS REPAIR.PLEASE STAY IN CONTACT WITH YOU


Comments:
R S/M FOR FURTHER INFORMATION ON YOUR REPAIR.


Comments:
CUSTOMER SAID: =510.55 FOR REPAIR=BRIGHT AND DIM WOULD NOT W


Comments:
ORK=HEADLIGHTS WON'T STAY ON UNLESS THE SWITCH IS BEING HELD


Comments:
=MODULAR HAS TO BE REPLACED=SEEKING FIN ASSTDEALER SAID: =VE


Comments:
NICE LINCOLN - MERCURY2372 S. TAMIAMI TRAIL VENICE, FL 34293


Comments:
TEL:(941) 497-1986CRC ADVISED: I HAVE REVIEWED YOUR SITUATIO


Comments:
YOUR REPAIR.=OUTSIDE CRITERIA =NO OBC REQ


Comments:
CUSTOMER SAID: - THE LIGHTS WILL NOT GO OUT- CUST HAD TO UNH


Comments:
OOK THE BATTERY TO TURN THEM OFF- TOOK THE VEH TO DLR- DLR S


Comments:
AID IT WAS THE LIGHTING MODULE THAT WAS MADE ONLY ON THAT YE


Comments:
AR VEH- CUST HAS VEH NOW-  CUST IS SEEKING ASSISTANCE FOR TH


Comments:
E REPAIRDEALER SAID: PIONEER FORD - MERCURY75 SOUTH OAK STRE


Comments:
ET PLATTEVILLE, WI 53818TEL:(608) 348-2409CRC ADVISED: I AM


Comments:
DOCUMENTING YOUR CONCERNS AND YOUR INFORMATION WILL BE SENT


Comments:
TO YOUR DEALERSHIP.  YOUR SERVICE MANAGER  IS IN THE BEST PO


Comments:
SITION TO ASSIST AND SHOULD CONTACT YOU WITHIN 4 BUSINESS DA


Comments:
-CCS BRIANA EXT 7379-CCS MONITORING CASE FOR DLR UPDATES ON


Comments:
AWA ASSISTANCE NOT PROVIDED , THIS IS NOT A REGULAR CUSTOMER


Comments:
-CCS BRIANA EXT 7379-AS PER DLR COMMENTS NO ASSISTANCE WILL


Comments:
CUSTOMER SAID: =(REDACTED)=CUST ADV HEAD LAMPS BEGAN TO GO O


Comments:
N AND OFF = THIS IS AN INTERMITTENT CONCERN =10/16/08 TOOK V


Comments:
EH TO DLR =DLR COULD NOT DUPLICATE = = CUST DUPLICATED CONCR


Comments:
N BUT DLR DID NOT CONFIRM=CUST TOOK VEH HOME FOR WEEKEND = T


Comments:
OOK VEH BACK TO DLR 10/19/08 FOR DLR TO DIAG AND DUPLICATE C


Comments:
ONCERN = DLR KEPT VEH HAD A TECH TAKE VEH HOME TO TRY AND DU


Comments:
PLICATE CONCERN = DLR STILL TRYING TO FIND CAUSE OF HEAD LAM


Comments:
P CONCERN = CUST WANTS VEH REPAIRED=DEALER SAID: =PORT MOTOR


Comments:
S LINCOLN - MERCURY#15 PORT WASHINGTON BLVD. ROSLYN, NY 1157


Comments:
6TEL:(516) 484-6633=CRC ADVISED: I WILL ESCALATE THIS TO OUR


Comments:
CUSTOMER CARE SOLUTIONS TEAM.  A SPECIALIST WILL CONTACT YO


Comments:
U WITHIN 2 BUSINESS DAYS.= ADV CUS TOF RENTAL FROM ESP IF TH


Comments:
CHECKED FOR CONCERN AND FOUND 1 TIME HEADLIGHTS ALONE FLICKE


Comments:
RED OFF AND CAME RIGHT BACK ON. RETRY TO DUPLICATE CONCERN A


Comments:
ND ROADTESTED CAR 2 SEPERATE TIMES OVERNIGHT TRYING TO VERIF


Comments:
Y CONCERN BUT UNABLE TO DUPLICATE. VEHICLE DRIVEN  TOTAL OF


Comments:
300 MILES. ADVISEED CUSTOMER WITHOUT BEING ABLE TO GET LIGHT


Comments:
S TO STOP WORKING DEALER UNABLE TO PERFORM DIAGNOSIS AND TRA


Comments:
CE TO CAUSE OF ISSUE. WITHOUT KNOWING CAUSE DEALER UNSURE IF


Comments:
REPAIR WOULD BE COVERED BY CUSTOMERS EXTENDED SERVICE PLAN.


Comments:
CCS ERIN EXT 7193 RESEARCHING CASE -- 1 VEH IN PROFILE; SUBS


Comments:
EQUENT OWNER \ PREMIUMCARE ESP -- GCQIS  0 REPORT FOUND  --


Comments:
AWS HISTORY 0 REPAIRS  -- CUST LTV SCORE NS  ------- OBC TO


Comments:
(REDACTED) ADVISED THAT HE PICKED UP THE VEH YES


Comments:
TERDAY -- CUST ADVISED TOOK LONGER FOR THE CUST TO DRIVE VEH


Comments:
TO DLR THAN IT DID FOR THE DLR TO DIAGNOSE THE VEH ON THE S


Comments:
ECOND TIME LOOKING AT THE VEH BEFORE LEAVING DLRSHP-- CUST A


Comments:
DVISED THAT WHEN TOOK VEH TO THE DLR VEH HAS 33305 MILES AND


Comments:
WHEN PICKED UP VEH WAS AT 33474 WHICH MEANS THEY DID NOT DR


Comments:
IVE THE VEH 300 MILES LIKE THEY STATED ON THE PAPERWORK -- C


Comments:
UST ADVISED THAT THEY WERE UNABLE TO DIAGNOSE AND CUST HAD T


Comments:
O SHOW THEM WHAT WAS WRONG WITH THE VEH BY TAPPING ON THE UN


Comments:
DERSIDE OF THE DASH BOARD THEN THE DLR ADVISED THAT THE LCM


Comments:
HAD TO BE REPLACED -- CUST QUESTIONED WHY WAS HE CHARGED A $


Comments:
100.00  -- CCS ADVISED OF $100.00 DEDUCTIBLE-- CUST ADVISED


Comments:
THAT THE DLR ASKED WHY HE CONTACT FMC -- CUST ADVISED HE DRO


Comments:
PPED OFF  VEH ON SUNDAY AND DLR WAS UNABLE TO DUPLICATE CONC


Comments:
ERN UNTIL HE FLICKED THE SWITCH THAT HE ADVISED THEM ABOUT E


Comments:
ARLIER AND THEY ADVISED WAS NOT THE CONCERN -- CCS ADVISED A


Comments:
T THIS POINT AS THE VEH IS REPAIRED AND RETURNED TO HIM THAT


Comments:
CCS IS ONLY ABLE TO DOCUMENT NEG F/B ON THE DLRSHP AND ADVI


Comments:
SED OF THE WEBSITE OF GENUINESERVICE.COM FOR DLRS IN HIS ARE


Comments:
A -- CCS ADVISED PLEASE REMEMBER THAT YOUR DEALER OR ANY FLM


Comments:
DEALER IS IN THE BEST POSITION TO SUPPORT YOUR FUTURE REPAI


Comments:
R NEEDS.-- CASE CLOSED AS CUST ADVISED VEH IS NOW FIXED AND


Comments:
CUSTOMER SAYS:    -EVERYTHING WAS GREAT ON THE NEW VEH  EXCE


Comments:
PT  THE  HEADLIGHTS  - THE CUST PICKED UP THE VEH  IN THE S


Comments:
DAYTIME AND WHEN THEY SWITCHED ON THE HEADLIGHTS THAT NIGHT,


Comments:
THEY FOUND THAT THEY DID NOT WORK   WHICH MEANS THAT WHOEVE


Comments:
R WAS SUPPOSED TO CHECK THE VEH OVER WHEN IT ARRIVED AT THE


Comments:
VEH, DID NOT DO HIS JOB   - IT WAS   VERY DANGEROUS  - THE L


Comments:
IGHTS HAVE  SINCE  BEEN REPAIRED    PER CUSTOMER, DEALER SAY


Comments:
S:     CAC ADVISED:  THANK YOU FOR PROVIDING FORD MOTOR COMP


Comments:
ANY WITH YOUR THOUGHTS; YOUR OPINIONS ARE VALUABLE TO US.  I


Comments:
HAVE DOCUMENTED YOUR FEEDBACK AND THE INFORMATION YOU PROVI


Comments:
DED REGARDING YOUR EXPERIENCE WITH OUR PRODUCT.  THIS INFORM


Comments:
ATION IS FORWARDED TO VARIOUS DEPARTMENTS WITHIN FORD TO CON


Comments:
TINUOUSLY IMPROVE OUR PRODUCTS AND SERVICES. YOU WILL ONLY B


Comments:
E CONTACTED IF A SPECIFIC DEPARTMENT REQUIRES ADDITIONAL INF


Comments:
ORMATION OR CLARIFICATION. INFERENCE CASE ID:  867


Comments:
CUSTOMER SAYS:     PER CUSTOMER, DEALER SAYS:     CAC ADVISE


Comments:
D:  CUSTOMER FOCUS - MADE CONTACT/PROVIDED RESOLUTION


Comments:
CUSTOMER SAID: - 2MEFM75W74X(REDACTED)- 2004 GRAND MARQUIS- CUST


Comments:
OMER SAYS HE WAS DRIVING DOWN THE INTERSTATE AND ALL OF A SU


Comments:
DDEN ALL THE LIGHTS WENT OUT- CUSTOMER SAYS HE TOWED VEHICLE


Comments:
TO AN ELECTRONIC INDEPENDANT SHOP- CUSTOMER SAYS INDEPENDAN


Comments:
T DIAGNOSIS SHOWS THE LIGHT MODULE IS NEEDED REPLACEMENT- CU


Comments:
STOMER SEEKING RECALL INFO9B BOX 158- CUSTOMER SEEKING REPAI


Comments:
R- CUSTOMER SEEKING FINANCIAL ASSISTANCEDEALER SAID: - NONEP


Comments:
UTNAM LINCOLN - MERCURY4515 TOWSON AVENUE FORT SMITH, AR 729


Comments:
CAN MAKE A DECISION REGARDING ANY FORD WARRANTY OR ESP COVE


Comments:
RAGE IT MUST BE REVIEWED BY A FORD/LINCOLN MERCURY DEALERSHI


Comments:
P. THEY WILL NEED TO INSPECT THE VEHICLE AND DETERMINE WHAT


Comments:
IS WRONG WITH IT BEFORE A DECISION ON WARRANTY OR ESP COVERA


Comments:
GE IS MADE. ANY REPAIRS OR SERVICES NOT COMPLETED AT A FORD/


Comments:
LINCOLN MERCURY DEALERSHIP WOULD BE THE RESPONSIBILITY OF TH


Comments:
E CUSTOMER.I JUST WANT TO CONFIRM, YOUR NEXT STEP IS TO MAKE


Comments:
AN APPOINTMENT WITH YOUR SERVICING DEALERSHIP TO HAVE YOUR


Comments:
VEHICLE DIAGNOSED.  THERE IS NO FURTHER ACTION REQUIRED FROM


Comments:
THE CUSTOMER RELATIONSHIP CENTER AT THIS TIME._____________


Comments:
CUSTOMER SAID: -CALLING FOR MOTHER-IN-LAW-CUST HAS A 2004 GR


Comments:
AND MARQUIS-VEH HAS 33000 MILES-HEADLIGHTS ARE EXPERIENCING


Comments:
A CONCERN-THE HEADLIGHTS GO OUT UNEXPECTEDLY-IF YOU TINKER W


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ITH THE WIPER BLADE SWITCH, THEY SOMETIMES COME BACK ON-IT I


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S AN INTERMITTENT CONCERN-VEH HAS NOT BEEN INTO THE DLR FOR


Comments:
DIAGNOSIS-CUST IS SEEKING FINANCIAL ASSISTANCEDEALER SAID: -


Comments:
NONE-AL BILTON FORD7621 OLD STATE ROAD HOLLY HILL, SC 29059T


Comments:
EL:(803) 496-3150CRC ADVISED: THE VEHICLE MUST BE INSPECTED


Comments:
BY A FORD/LINCOLN/MERCURY DEALERSHIP TO DETERMINE THE CAUSE


Comments:
OF ANY SYMPTOMS YOUR VEHICLE MAY BE EXPERIENCING.  REPAIRS A


Comments:
ND SERVICES NOT COMPLETED BY A FORD/LINCOLN MERCURY DEALERSH


Comments:
IP WOULD BE THE RESPONSIBILITY OF THE CUSTOMER.I JUST WANT T


Comments:
O CONFIRM, YOUR NEXT STEP IS TO MAKE AN APPOINTMENT WITH YOU


Comments:
R SERVICING DEALERSHIP TO HAVE YOUR VEHICLE DIAGNOSED.  THER


Comments:
E IS NO FURTHER ACTION REQUIRED FROM THE CUSTOMER RELATIONSH


Comments:
CUSTOMER SAID: -02/01/08 STARTED HAVING CONCERN  WITH THE HE


Comments:
ADLIGHTS TURNING OFF INTERMITTENLY AT NIGHT-TOOK TO CLERMONT


Comments:
FORD AND THEY DID 400.00 DOLLARS OF WORK AND IT STILL DID N


Comments:
OT REPAIR CONCERN.-HAD IT AT FORD OF CLERMONT DLR 3-4 TIMES


Comments:
FOR THE SAME CONCERN -TOOK VEH TO KEY SCALES-THEY CHARGED TO


Comments:
TAL OF 94.20- PARTS .89-79.99 LABOR-CONCERN HAS NOT BEEN REP


Comments:
AIRED- CUST CALLED KEY SCALES WHICH ADVISED CUST SHE WOULD H


Comments:
AVE TO BRING VEH BACK IN AND TO PLEASE HAVE GAS IN THE VEH A


Comments:
ND WE WILL TEST DRIVE -HAS PAID ALMOST 700.00 AND THE DLRSHP


Comments:
S HAVE NOT FIXED THE CONCERN-CUST STATES SHE FEELS SHE SHOUL


Comments:
D NOT HAVE PAY AGAIN FOR THE SAME CONCERN-SEEKING FOR VEH TO


Comments:
REPAIRED-SEEKING FINANCIAL ASSISTANCEDEALER SAID: KEY SCALE


Comments:
SFORD INC   1719 NORTH CITRUS BLVD   LEESBURG FL 34748352-78


Comments:
7-3511CRC ADVISED: WE WILL ESCALATE THIS TO OUR CUSTOMER CAR


Comments:
E SOLUTIONS TEAM SO THEY CAN INVESTIGATE FURTHER AND WORK WI


Comments:
TH YOUR DEALERSHIP TO UTILIZE ALL AVAILABLE RESOURCES TO RES


Comments:
OLVE YOUR CONCERN. A FORD CUSTOMER CARE SPECIALIST  WILL CON


Comments:
TACT YOU WITHIN  2 BUSINESS DAYS.   NOTE: TO CSR DOCUMENT CO


Comments:
NVERSATION FROM DEALERSHIP--**** FORD OF CLERMONT*****-OBC T


Comments:
O DLR SPOKE S/M MARIE WHO STATED -VEH HAS BEEN IN 3 TIMES FO


Comments:
R THIS HEADLIGHT CONCERN -3/21 MULTI FUNCTTION SWITCH BURNIN


Comments:
G UP BROUGHT VEH IN ON 4/4 AND COULD NOT FIND PROBLEM WITH I


Comments:
T AND BROUGHT IN ON  4/11 AND NO PROBLEM WAS FOUND.-NO TECH


Comments:
HOTLINE CONTACT-****KEY SCALES***-OBC TO DLR, SPOKE TO FRED


Comments:
S/A,FOR FIRST COUPLE DAYS IT DID NOT DUPLICATE -LIGHTING CON


Comments:
TROL MODULE WAS LOOSETIGHTENED IT UP -CHRAGED CUST FOR 1 HOU


Comments:
R DIAGNOSIS FEE-CUST CALLED BACK AND STATED ITS DOING IT AGA


Comments:
IN.-ADVISED CUST SHE WILL NEED TO MAKE AN APPOINTMENT TO TAK


Comments:
E VEH BACK IN ORDER FOR THE CCS TO ASSIST DLRSHP IN GETTING


Comments:
OTHER RESOURCES INVOLVED-ADVISED AT THIS TIME THERE ARE NO W


Comments:
ARRANTIES AND THE DLRSHP HAVE THEIR DIAGNOSTIC FEES AS THEY


Comments:
ARE INDEPENDENT HOWEVER REP WILL NOTATE THAT CUST IS SEEKING


Comments:
HAVE CONTACTED CUSTOMER TO SET UP FOR HER TO BRING CAR BACK


Comments:
AND DROP OFF TO REINSPECT AND DRIVE TO SEE IF WE CAN DUPLICA


Comments:
TE CONCERN.CUSTOMER AWARE THAT AFTER CLERMONT FORD VISIT WE


Comments:
INSPECTED AND FOUND ONLY LIGHTING CONTROL MODULE WAS NOT CON


Comments:
NECTED PROPERLY AND REPLACED BLOWN TAG LIGHT BULB.DROVE MORE


Comments:
THAT 6 TIMES AND WERE UNABLE TO DUPLICATE CONCERN AFTER THA


Comments:
T.IF CUSTOMER FEELS THAT SHE HAS PAID ALOT OF MONEY TO REPAI


Comments:
R,THEN SHE MIGHT GO BACK TO DEALER THAT CHARGED HER ALL THAT


Comments:
MONEY,WE CHARGED HER 1 HOUR OF LABOR FOR 4 DAYS OF DRIVING


Comments:
AND TESTING ALONG WITH INSTALLATIONOF NEW TAG LIGHT BULB.WE


Comments:
ADVISED THAT THE CUST TOOK THE VEH TO THE DLR A WEEK AND A H


Comments:
ALF AGO -THEY FOUND THE LIGHTING CONTROL MODULE CONNECTOR WA


Comments:
S NOT FASTENED PROPERLY -THEY KEPT THE VEH FOR A COUPLE OF D


Comments:
AYS AND THEY DID NOT VERIFY AN ISSUE -THEY CONTACTED THE CUS


Comments:
T ON FRIDAY AND SHE DID NOT KNOW WHEN SHE WOULD BE ABLE TO T


Comments:
AKE THE VEH IN -CCS REP ASKED THAT THEY CALL TECHNICAL HOTLI


Comments:
NE WHEN THE CUST DOES TAKE THE VEH IN JUST TO VERIFY IF THER


Comments:
E ARE ANY KNOWN ISSUES-SM JOE ADVISED THAT HE WOULD


Comments:
DATE OF FOLLOW UP:                        06-04-2008


Comments:
-LEFT A VM -ADVISED THAT CCS REP WILL BE CALLING ANOTHER NU


Comments:
MBER BUT IF THEY CANNOT BE REACHED  CCS REP WILL BE CALLING


Comments:
THE CUST BACK BY 6-4-08 BY COB 4:30 EST -CALLED (REDACTED)


Comments:
-THE VM HAD NOT BEEN SET UP -CCS REP WAS NOT ABLE TO LEAVE


Comments:
A VM -CCS REP SET SILENT FOLLOW UP BY 6-4-08 -TARGET TIME FR


Comments:
DATE OF FOLLOW UP:                        06-06-2008


Comments:
-CUST ADVISED THAT THEY WOULD TRY AND TAKE THE VEH TO THE D


Comments:
LR THIS AFTERNOON IF POSSIBLE -CCS REP ADVISED THAT SHE WILL


Comments:
BE CALLING HER BACK BY 6-6-08-CUST ASKED TO BE CALLED BACK


Comments:
AFTER 10 AM -CCS REP WILL BE CALLING THE CUST BACK FROM 10-2


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR THIS MORNING -SPOKE T


Comments:
O SA MARILYN WHO ADVISED THAT THE CUST'S SA IS FRED -SHE ADV


Comments:
CUSTOMER HAS DROPPED OFF CAR ON 06/05/2008 AT 3:23 P.M.CAR I


Comments:
S IN LINE TO BE INSPECTED AND ALSO DRIVEN BY THE SERVICE MAN


Comments:
AGER TO SEE IF WE CAN DUPLICATE THE CONCERN.WILL CONTACT HOT


Comments:
LINE THRU FORD TO SEE IF ANY NEW INFORMATION IS PRESENT.IT I


Comments:
S THE WEEKEND SO WE CANNOT PROMISE THAT WE WILL BE ABLE TO C


Comments:
ADVISED THAT THE CUST DROPPED OFF THE VEH LATE YESTERDAY -TH


Comments:
EY DID NOT TAKE A LOANER VEH -THE SM WILL DRIVE THE VEH TODA


Comments:
Y TO SEE IF THE ISSUE OCCURS -HE CHECKED SSM'S AND TSB'S AND


Comments:
FOUND NONE FOR HER ISSUE -HE WILL BE CALLING TECHNICAL HOTL


Comments:
DATE OF FOLLOW UP:                        06-11-2008


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -SHE ADVISED THAT TH


Comments:
E VEH ACTED UP AT THE DLR -A LADY EMPLOYEE AT THE DLR SAW TH


Comments:
E VEH ACT UP - THIS IS THE TENTH TIME THAT SHE'S TAKEN THE V


Comments:
EH TO THE SHOP -IT IS VERY INCONVENIENT -CCS REP ADVISED THA


Comments:
T THE SA FRED IS OUT BUT THE SM JOE WILL BE INVOLVED IN THIS


Comments:
VISIT -SHE WANTS THE CAR FIXED -SHE ASKED TO BE CALLED BACK


Comments:
CALLING CUSTOMER TODAY AT 9:00 A.M. TO GIVE CUSTOMER INFORMA


Comments:
TION FROM FORD HOTLINE.STATED THAT THEY RECCOMMEND TO REPLAC


Comments:
E LIGHTING CONTROL MODULE.WILL GIVE CUSTOMER ESTIMATE TO REP


Comments:
LACE PART.HOTLINE SAYS TO DO THIS FIRST.


Comments:
GAVE CUSTOMER ESTIMATE TO REPLACED LCM PER FORD HOTLINE.CUST


Comments:
OMER SEEKING ASSISTANCE ON REPAIR.CUSTOMER HAS NO SERVICE HI


Comments:
STORY WITH KEY SCALES FORD,AND HAS ONLY BEEN HERE ONCE.FOR T


Comments:
HIS CONCERN THAT IS ALREADY IN CUDL.KEY SCALES FORD IS UNABL


Comments:
CCS REP LORRAINE X7140MADE OBC TO DLR -SPOKE TO VAN IN SVC W


Comments:
HO ADVISED THAT THE SM IS NOT AVAILABLE -CCS REP WILL BE CAL


Comments:
PLEASE QUIT SENDING ME OPEN CUDL FOR THIS CUSTOMER,HER CAR I


Comments:
S REPAIRED AND HAS NOT HAD A PROBLEM WITH THE HEAD LIGHTS SI


Comments:
NCE YOU APPROVED TO REPAIR WITH 80% OF PAYMENT.


Comments:
DATE OF FOLLOW UP:                        07-01-2008


Comments:
TIME OF FOLLOW UP (HH:MM):                10:30


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED THE DESIRED


Comments:
NUMBER  (REDACTED)-LEFT A VM ADVISED THAT CCS REP WILL BE


Comments:
CALLING HER BACK BY 7-1-08 FROM 8-12:30 PM EST-CCS REP CANNO


Comments:
T TRANSFER THE ISSUE TO ANOTHER DLR REGARDING THE CUST'S REI


Comments:
MBURSEMENT REQUEST SINCE THE REPAIR HAS NOT BEEN VERIFIED BY


Comments:
THE CUST UNTIL THIS IS DONE THE CASE WILL NOT BE TRANSFERRE


Comments:
DATE OF FOLLOW UP:                        07-02-2008


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED  352-429-204


Comments:
5-LEFT A VM -ADVISED THAT CCS REP WILL BE CALLING HER BACK B


Comments:
CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED 352-429-2045


Comments:
-CCS REP CALLED TO VERIFY THE REPAIR -CUST ADVISED THAT SHE


Comments:
HAD NOT DRIVEN IT -CCS REP ADVISED THAT SHE'S BEEN CALLING H


Comments:
ER TO GIVE HER A CHANCE TO VERIFY THE REPAIR -SHE HAS NOT TH


Comments:
US FAR -CCS REP ADVISED THAT UPON VERIFICATION OF REPAIR ASS


Comments:
ISTANCE COULD BE RESEARCHED BUT SHE HAD NOT AS OF YET -CCS R


Comments:
EP ADVISED CUST OF CASE CLOSURE -CUST THEN ADVISED THAT SHE


Comments:
HAS DRIVEN THE VEH AND THAT IT IS OK -CCS REP ADVISED THAT F


Comments:
ORD OF CLERMONT P&A 08951 ADVISED THAT THEY WOULD LOOK INTO


Comments:
A PARTIAL REIMBURSEMENT OF THE REPAIR AT ABOUT 50% UPON VERI


Comments:
FICATION OF THE REPAIR -CUST ADVISED THAT IT WOULD BE OK -CC


Comments:
S REP ADVISED THAT SHE WILL BE CALLING HER BACK BY 7-9-08 FR


Comments:
DATE OF FOLLOW UP:                        07-09-2008


Comments:
CCS REP LORRAINE X7140-CCS REP SET FOLLOW UP FOR  7-9-08 FRO


Comments:
SUBMITTTED FOR REFUND FROM FORD OF CLERMONT IN THE AMOUNT OF


Comments:
116.19 WHICH IS HALF OF THE LABOR AMOUNT PAID.   THE PART W


Comments:
ILL NOT BE REFUNDED SINCE THE NEW PART IS IN THE VEHICLE.  C


Comments:
USTOMER SHOULD HAVE CHECK WITHIN ONE WEEK.


Comments:
DATE OF FOLLOW UP:                        07-16-2008


Comments:
-ADVISED AS PER DLR COMMENTS -ADVISED THAT CCS REP WILL BE C


Comments:
ALLING HER BACK BY 7-16-08  FROM 12-4:30 PM EST TO VERIFY TH


Comments:
E REIMBURSEMENT SHE ADVISED THAT IT WOULD BE OK


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR -SPOKE TO SM MARIE SH


Comments:
E ADVISED THAT THE CHECK WAS ALREADY SENT TO MRS. BUIE


Comments:
DATE OF FOLLOW UP:                        07-18-2008


Comments:
-CUST ADVISED THAT SHE HAS NOT RECEIVED THE REIMBURSEMENT AS


Comments:
OF YET -CCS REP ADVISED THAT SHE WILL BE CALLING HER BACK B


Comments:
Y FRIDAY 7-18-08 CUST SAID AT ANY TIME IS FINE -CCS REP WILL


Comments:
BE CALLING HER BACK BY COB 4:30 PM EST TO VERIFY THE REIMBU


Comments:
DATE OF FOLLOW UP:                        07-23-2008


Comments:
-SHE ADVISED THAT SHE HAS NOT BEEN REIMBURSED -CCS REP VERIF


Comments:
IED HER MAILING ADDRESS : (REDACTED)GROVELAND, FL  (REDACTED)-


Comments:
CCS REP ADVISED THAT SHE WILL BE CALLING HER BACK BY 7-23-08


Comments:
FROM 12-4:30 PM EST -CCS REP MADE OBC TO DLR -LEFT A VM FOR


Comments:
THE PSD MARIE ADVISING OF THE ADDRESS ASKED IF IT MATCHES T


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR -LEFT A VM FOR THE SM


Comments:
MARIE -REQUESTED INFO ON THE CUST'S REIMBURSEMENT


Comments:
DATE OF FOLLOW UP:                        07-25-2008


Comments:
-CCS REP LORRAINE X7140-MADE OBC TO CUST -CALLED (REDACTED)


Comments:
5 LEFT A VM ADVISED THAT CCS REP WILL TRY AN ALTERNATE NUMBE


Comments:
R -IF CUST CANNOT BE REACHED CCS REP WILL BE CALLING BACK BY


Comments:
7-25-08 BY COB 4:30 PM EST -CALLED (REDACTED) THE CUST'S


Comments:
VOICE MAIL BOX HAS NOT BEEN SET UP CCS REP WAS UNABLE TO LEA


Comments:
MARIE REGARDING THE CUST'S REIMBURSEMENT -MADE SECOND OBC T


Comments:
AS NOT ABLE TO REACH ANYONE OR LEAVE A VM -CCS REP WILL BE F


Comments:
OLLOWING UP WITH THE CUST BY 7-25-08 BY COB 4:30 PM EST


Comments:
DATE OF FOLLOW UP:                        07-30-2008


Comments:
-WAS ADVISED BY THE CUST THAT SHE HAS NOT RECEIVE THE CHECK


Comments:
-CCS REP ADVISED THAT THE DLR VERIFIED THAT THE ADDRESS IS


Comments:
CORRECT -CCS REP ADVISED THAT SHE WILL BE CALLING HER BACK B


Comments:
Y 7-30-08 BY COB 4:30 PM EST -MADE OBC TO SM MARIE -SHE ADVI


Comments:
SED THAT SHE WILL CHECK NEXT WEEK MONDAY OR TUESDAY WITH THE


Comments:
IR CORPORATE OFFICE TO SEE IF THE CHECK HAS BEEN CASHED


Comments:
CCS REP LORRAINE X7140-MADE OBC TO DLR -LEFT A VM FOR THE PS


Comments:
D MARIE -ASKED FOR AN UPDATE ON THE CUST'S REIMBURSEMENT ASK


Comments:
ED IF THEY WERE ABLE TO VERIFY IF THE CHECK HAD BEEN CASHED


Comments:
CHECK WAS CUST ON THE 17TH FOR THE AMOUNT OF 116.19 AND MAIL


Comments:
ED.  CHECK NUMBER 14185.  AS OF THIS MORNING THE CHECK HAS N


Comments:
OT BEEN CASHED YET.  CUSTOMER NEEDS TO WAIT AND SEE IF THE C


Comments:
DATE OF FOLLOW UP:                        07-31-2008


Comments:
5 LEFT A VM ADVISED THAT CCS REP WILL BE TRYING AN ALTERNATE


Comments:
NUMBER -CALLED (REDACTED)  VM NOT SET UP YET -SET SILENT


Comments:
FOLLOW UP FOR 7-31-08 FROM 12-4:30 PM EST TO VERIFY CUST'S R


Comments:
DATE OF FOLLOW UP:                        08-04-2008


Comments:
CCS REP LOIDA X 7381 MADE OBC TO CUST AT PRIMARY PHONE:


Comments:
(REDACTED) ON BEHALF OF REP LORRAINE X 7140 -REP ADVISED IN VM


Comments:
REP LORRAINE WILL FOLLOW UP MONDAY AUG 4TH BY COB 4:30PM -


Comments:
REP PROVIDED LORRAINES NUMBER AND EXT IN VM- REP ATTEMPTED S


Comments:
ECONDARY PHONE: (REDACTED) RECORDING ADVISED VM NOT SET UP


Comments:
-SPOKE TO MRS. (REDACTED)-SHE ADVISED THAT SHE RECEIVED THE CHECK


Comments:
IN THE AFTERNOON -CUST ADVISED THAT THE VEH IS FINE -CCS RE


Comments:
P THANKED HER FOR HER TIME -NO FURTHER ACTION IS NEEDED


Comments:
CUSTOMER SAID: THE HEADLIGHTS KEEP GOING OUT ON THE VEH -THE


Comments:
LIGHTS WENT OUT 6 TIMES -CUST TOOK THE VEH TO THE DLR THE 6


Comments:
TIMES AND THE DLR COULD NOT DUPLICATE THE PROBLEM -ON ONE O


Comments:
F THE VISIT CUST THINK THE DLR CHANGE SOMETHING -VEH IS NOT


Comments:
RELIABLE -LAST TIME THE LIGHT WENT OUT WAS ABOUT 4 DAYS AGO


Comments:
-CUST SEEKING ASSISTANCE TO GET THE VEH REPAIREDDEALER SAID:


Comments:
-NONECRC ADVISED: WE SPOKE TO THE SERVICE DEPARTMENT AND HA


Comments:
VE CONFIRMED THAT YOUR VEHICLE HAS NOW BEEN TO THE DEALERSHI


Comments:
P MULTIPLE TIMES - WE HAVE DOCUMENTED YOUR CONCERN AND WILL


Comments:
SEND A COPY TO YOUR DEALERSHIP REQUESTING FURTHER TECHNICAL


Comments:
ASSISTANCE - YOUR CRM/SERV MGR WILL CONTACT YOU AS SOON AS T


Comments:
HEY HAVE MORE INFORMATION -OBC TO DLR S/M ON VACATION -SPEAK


Comments:
WITH DEAN THE SVC ADV -VEH HAS BEEN IN FOR THE HEADLIGHT CO


Comments:
NCERN -DLR REPLACE THE HEAD LAMP SWITCH ON ONE MODULE -DLR R


Comments:
EPLACE THE LIGHTING CONTROL MODULE ON ANOTHER VISIT -DLR HAS


Comments:
WORKED ON VEH MORE THAN ONCE FOR CONCERN -LASTTIME VEH WAS


Comments:
JIM ABRAHAM -- ZONE MANAGER -- MARKET AREA E2 -- MAINE -- CA


Comments:
N'T DUPLICATE THE PROBLEM, HAVE TRIED NUMEROUS TIMES. CUSTOM


Comments:
ER WOULD LIKE A LINCOLN AND IS CURRENTLY WORKING WITH THE DE


Comments:
CUSTOMER SAID: -CUST HAS PROBLEMS WITH HIS VEH AND WANTS INF


Comments:
ORMATION FROM FORD ABOUT HIS CONCERNS1.)CUST WAS HAVING PROB


Comments:
LEMS WITH HEAD LIGHTS-WHEN CUST WAS DRIVING THEY WOULD COME


Comments:
ON AND GO OFF-BEEN OCCURRING FOR A MONTH2.)AIR BAG WARNING I


Comments:
N DASH STAYS ON -CUST TOOK VEH TO DLR-TOLD DLR WHAT HE WANTE


Comments:
D DONE AND HE TOLD THEM ABOUT HIS LIGHTS AND THE DLR TOLD TH


Comments:
E CUST SOMETHING WAS WRONG UNDERNEATH THE SEATS-DLR WOULD HA


Comments:
VE TO TAKE OUT THE FRONT DRIVER SEAT TO REPAIR THE VEH-CUST


Comments:
NEVER KNEW ANYONE WHO HAS HAD THIS PROBLEM-CUST SEEKING TO F


Comments:
IND OUT IF FORD HAS HEARD ABOUT THIS CONCERNDEALER SAID:   C


Comments:
ROSSROADS LINCOLN MERCURY INC4015 S. US 31 INDIANAPOLIS, IN


Comments:
46227TEL:(317) 783-1371CRC ADVISED: WE RECOMMEND YOUR SERVIC


Comments:
HIS REPAIR WITH YOUR S/M AT YOUR SERVICING DEALERSHIP.-DID N


Comments:
OT ADVISE PHRASEOLOGY-ADVISED CUST CSR WILL LOOK INTO IF THE


Comments:
RE ARE ANY RECALLS ON HIS VEH REGARDING HIS CONCERNS-ALSO AD


Comments:
VISED THE CUST THERE ARE NO TECHNICIANS OR ENGINEERS AT OUR


Comments:
FACILITY WHO WOULD HAVE ANY INFORMATION ABOUT WHETHER OR NOT


Comments:
THIS IS A KNOWN CONCERN TO FORD-ADVISED CUST HE WOULD HAVE


Comments:
TO CONTACT THE TECHNICIANS AT HIS LOCAL F/L/M DLR TO DISCUSS


Comments:
CUSTOMER SAID: -HAVING A PROBLEM WITH HEAD LIGHTS GOING OUT


Comments:
ON THEM FOR ABOUT A MONTH-EVENTUALLY COME BACK ON-DOESN'T MA


Comments:
TTER WHETHER IT IS ON AUTO OR FULL ON-HAS BEEN CONSISTENT SI


Comments:
NCE 4/18/08-DLR COULDN'T WORK ON IT TODAY, GOING BACK THURSD


Comments:
AY 4/24/08-CUST WANTS THEM TO WORKDEALER SAID: -HARVEST FORD


Comments:
LINCOLN MERCURY25305 HIGHWAY 1 SOUTH PLAQUEMINE, LA 70764TE


Comments:
L:(225) 687-0801CRC ADVISED: I HAVE REVIEWED IF ANY AVAILABL


Comments:
S OUTSIDE OF ANY APPLICABLE WARRANTY.-ADVISED CUST THAT REPA


Comments:
IR WILL COME WITH ITS OWN 12/12000 WARRANTY


Comments:
CUSTOMER SAID: - CUST STATES THAT HE HAS BEEN TAKING THE VEH


Comments:
TO POMPANO LM FOR THEM TO REPAIR THE HEADLIGHTS- STATES THA


Comments:
T THE HEADLIGHTS GO OUT ON THE VEH- WILL COME ON WHEN YOU ST


Comments:
ART THE VEH BUT ONCE THE ENGINE GETS WARM, THEY GO OUT- STAT


Comments:
ES THAT HE HAS TAKEN THE VEH TO POMPANO 4-5 TIMES AND THEY H


Comments:
AVE YET TO REPAIR THE VEH- STATES THAT THEY HAD TO CALL AROU


Comments:
ND THE AREA TO LOOK FOR A PART AND THEY SAID THE NO ONE HAD


Comments:
THE PART- SAID IT HAD TO COME IN FROM MIAMI- CUST STATES THA


Comments:
T HE WENT HOME AND CALLED THE SAME PLACES THAT THE DLRSHP CA


Comments:
LLED AND HOLLYWOOD LM HAD THE PART AND THEY ARE CLOSER THAN


Comments:
MIAMI- CUST WANTS TO TAKE THE VEH TO HOLLYWOOD LM BECUASE HE


Comments:
DOESN'T FEEL THAT POMPANO LM IS CAPABLE OF REPAIRING THE VE


Comments:
H- CUST SEEKING FOR THE VEH TO BE REPAIREDDEALER SAID: -NONE


Comments:
_____HOLLYWOOD LINCOLN-MERCURY INC1700 SHERIDAN STREET HOLLY


Comments:
WOOD,  FL  33020TEL: (954) 920-6010CRC ADVISED: WE RECOMMEND


Comments:
YOUR SERVICE/REPAIR BE PERFORMED BY A FORD/LINCOLN MERCURY


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DEALERSHIP.I HAVE DOCUMENTED YOUR COMMENTS AND I WILL FORWAR


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D A COPY TO YOUR SERVICING DEALERSHIP OF YOUR CHOICE.  PLEAS


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E CONTACT THE DEALERSHIP TO SCHEDULE A SERVICE APPOINTMENT.


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PLEASE BE ADVISED A DIAGNOSTIC FEE MAY BE CHARGED.    IF A


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DDITIONAL ASSISTANCE IS REQUIRED, WE SUGGEST YOU CONTACT THE


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SM/CRM. THEY WILL FURTHER ASSIST IN FACILITATING YOUR SERVI


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CE/REPAIR NEEDS.- ADVISED CUST OF ABOVE INFO


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CUSTOMER SAID: - IN EARLY 08/08 THE CUST NOTICED THE HEADLIG


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HTS SOMETIMES COME ON AND SOMETIMES THEY DON'T- IT IS AN INT


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ERMITTENT PROBLEM- CUST HAS VEH - CUST WANTS FIN ASSTDEALER


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SAID: GREENWOOD FORD3075 SCOTTSVILLE ROAD BOWLING GREEN, KY


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42104TEL:(270) 843-9041- SA CHRIS- VEH NEEDS A NEW HEADLIGHT


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MODULE $700CRC ADVISED: I HAVE REVIEWED IF ANY AVAILABLE CO


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VERAGES MAY ASSIST IN YOUR REPAIR REQUEST. THERE IS NO ACTIV


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E  ESP TO COVER THE PART OR THE REPAIR AND THE VEHICLE IS OU


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TSIDE OF ANY APPLICABLE WARRANTY.- CCR ADVISED ABOVE


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CUSTOMER SAID: ==HEAD LAMPS AND TAIL AND BRAKE LAMPS DO NOT


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WORK==CUST ASKING ABOUT B2B == VEH HAS NOT BEEN DIAG==CUST P


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URCHASED VEH 9 MONTHS AGO ==DEALER SAID: SESI LINCOLN-MERCUR


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Y950 EAST MICHIGAN AVENUE YPSILANTI, MI 48198TEL:(734) 482-7


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133CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFORME


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D BY A FORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOCUMENTED YOU


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R COMMENTS AND I WILL FORWARD A COPY TO YOUR SERVICING DEALE


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RSHIP OF YOUR CHOICE.  PLEASE CONTACT THE DEALERSHIP TO SCHE


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DULE A SERVICE APPOINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC


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FEE MAY BE CHARGED.    IF ADDITIONAL ASSISTANCE IS REQUIRED


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, WE SUGGEST YOU CONTACT THE SM/CRM. THEY WILL FURTHER ASSIS


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T IN FACILITATING YOUR SERVICE/REPAIR NEEDS.I JUST WANT TO C


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ONFIRM, YOUR NEXT STEPS ARE TO DISCUSS THIS REPAIR WITH YOUR


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CUSTOMER SAID: - VEH WAS MAKING UNKNOWN FUNNY NOISES IN REAR


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AND FRONT- THIS STARTED ABOUT A MONTH AGO- CALLED REEDMAN A


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N INDEPENDENT PLACE WHERE CUST BOUGHT VEH- REEDMAN STATED IT


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IS NOT THEIR RESPONSIBILITY- CUST HAS A DIFFERENT INDEPENDE


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NT MECHANIC COME TO HOUSE - THIS WAS 2 WEEKS AGO- MECHANIC S


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AID PROBLEM WAS WATER PUMP- MECHANIC FIXED VEH- OTHER ISSUE


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IS THAT THE HEAD LAMPS WILL INTERMITTENTLY GO ON AND OFF- TH


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IS ISSUE STARTED SUMMER OF LAST YEAR- CUST HAS NEVER BEEN TO


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A DLRSHP FOR ANY VEH CONCERNS- CUST HAD 2 INDEPENDENT MECHA


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NICS LOOK AT VEH- THEY PUT IT ON DIAGNOSTIC- THEY SAID SWITC


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H FOR HEAD LAMP WAS BAD AND THEY REPLACED IT- THIS WAS DONE


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MIDDLE OF JAN 2008- HEAD LAMP ISSUE STARTED UP AGAIN LESS TH


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AN A WEEK LATER- CUST HAS NOT BEEN BACK TO ANY MECHANIC SINC


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E ISSUE STARTED UP AGAIN- CUST HAS VEH NOW- CUST IS SEEKING


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VEH TO BE FIXEDDEALER SAID: NORTHEAST LINCOLN - MERCURY7001


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ROOSEVELT BLVD PHILADELPHIA, PA 19149TEL:(215) 331-6600CRC A


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DVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFORMED BY A F


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ORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOCUMENTED YOUR COMMEN


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TS AND I WILL FORWARD A COPY TO YOUR SERVICING DEALERSHIP OF


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YOUR CHOICE.  PLEASE CONTACT THE DEALERSHIP TO SCHEDULE A S


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ERVICE APPOINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE MAY


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BE CHARGED.    IF ADDITIONAL ASSISTANCE IS REQUIRED, WE SUG


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GEST YOU CONTACT THE SM/CRM. THEY WILL FURTHER ASSIST IN FAC


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ILITATING YOUR SERVICE/REPAIR NEEDS.I JUST WANT TO CONFIRM,


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YOUR NEXT STEPS ARE TO DISCUSS THIS REPAIR WITH YOUR S/M AT


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CUSTOMER SAID: -CUST WAS DRIVING WHEN THE HEADLIGHTS WENT OU


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T ON THE VEH-EVERYTHING ELSE ELECTRICAL WAS WORKING IN THE V


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EH-ISSUE HAPPENED YESTERDAY-CUST FEELS UNSAFE DRIVING THE VE


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H AT NIGHT-CUST WONDERING IF HE CAN TAKE IT TO ANY FLM DLRSH


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P AND HAVE THE ESP HE HAS PURCHASED HONORED-CUST IS PLANNING


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ON BRINGING THE VEH INTO A DLRSHP FOR INSPECTION-CUST SEEKI


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NG A REPAIR FOR THIS ISSUEDEALER SAID: -ROTO LINCOLN MERCURY


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1555 EAST RAND ROAD ARLINGTON HEIGHTS, IL 60004TEL:(847) 255


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-5700CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFOR


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UR S/M AT YOUR SERVICING DEALERSHIP.========-ADVISED CUST TH


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AT THE ESP WILL BE HONORED AT ANY FLM DLRSHP


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CUSTOMER SAID: -THIS ISSUE HAPPENED ABOUT A MONTH AGO-WENT O


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FF AND WENT RIGHT BACK ON-ANOTHER TIME IT TOOK LONGER TO GO


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ON-HEADLIGHTS ARE TURNING OFF WHILE CUST DRIVING DOWN THE RO


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AD-NOTHING ELSE IS TURNING OFF-IF CUST HOLDS THE BRIGHT SWIT


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CH, THEY WILL STAY ON -CUST MADE AN APPOINTMENT TOMORROW-IT


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IS A SAFETY ISSUE-CUST WANTS FORD TO FIX HEADLIGHTSDEALER SA


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ID: -COLUMBIA FORD LINCOLN - MERCURY234 ROUTE 6 COLUMBIA, CT


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06237TEL:(877) 268-1049CRC ADVISED: I HAVE REVIEWED IF ANY


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EHICLE IS OUTSIDE OF ANY APPLICABLE WARRANTY.-EDUCATED CUST


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TO TAKE TO DLR, REPAIR COMES WITH 12/12000 WARRANTY AND TECH


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CUSTOMER SAID: -CUST AUTO HEADLAMPS ARE NOT WORKING-CUST AIR


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CONDITIONER IS ALSO NOT WORKING.-CUST REPLACED THE FUSE AND


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THE VEHICLE KEEPS BLOWING THE FUSE.-CUST IS SEEKING INFORMA


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TION AS TO WHY THIS IS HAPPENING AND TO HAVE THIS REPAIR COM


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PLETED.DEALER SAID: JERRY'S LEESBURG FORD LINCOLN MERCURY 84


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7 EAST MARKETLEESBURG, VA 20176TEL: (888) 232-3490CRC ADVISE


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D: WE RECOMMEND YOUR SERVICE/REPAIR BE PERFORMED BY A FORD/L


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INCOLN MERCURY DEALERSHIP.I HAVE DOCUMENTED YOUR COMMENTS AN


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D I WILL FORWARD A COPY TO YOUR SERVICING DEALERSHIP OF YOUR


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CHOICE.  PLEASE CONTACT THE DEALERSHIP TO SCHEDULE A SERVIC


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E APPOINTMENT.   PLEASE BE ADVISED A DIAGNOSTIC FEE MAY BE C


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HARGED.    IF ADDITIONAL ASSISTANCE IS REQUIRED, WE SUGGEST


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YOU CONTACT THE SM/CRM. THEY WILL FURTHER ASSIST IN FACILITA


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FLEET CONTACT FFS SEEKING ASSISTANCE ON AWA FOR REPAIR OF HE


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ADLIGHTS. CSR CONTACTED DEALER, DEALER ADV VEHICLE NEEDS NEW


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LIGHT AND CONTROL MODULE. COST OF REPAIR IS $615.17. FFS RE


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VIEWED INFO AND APPROVED AWA FOR $400.00.R.O. 21141. LINE#AA


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PRVL CD: Y648R/PGM CODE:W04FLEET CONTACT:JOE BETHEL/GLENS FA


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LLS POLICE DEPTDEALER CONTACT:JEREMY 518 798 8834SR# 1-A8VLG


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FLEET STATED THE LIGHTS GO OFF AUTOMATICALY. FLEET STATED TH


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E DEALER TOLD HIM THE LIGHTING CONTROL MODULE NEEDS REPLACEM


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ENT AND IT IS NOT A COVERED COMPONENT UNDER THE ESP.CSR INFO


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RMED FLEET FFS WILL RESEARCH AND IF THE COMPONENT IS NOT COV


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ERED FFS WILL REVEIW THE CASE FOR AWA.FFS CONTACTED DEALER S


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PK W/ JOHN. DEALER STATED THEY LIGHTING CONTROL MODULE IS NO


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T A COVERED COMPONENT UNDER THE ESP. DEALER STATED THE CUSTO


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MER PAID 328.42. CSR INFORMED DEALER FFS WILL APPROVE 228.00


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S//SR# 1-AAAITG///DEALER CONTACT SYKORA FAMILY FORD,P&A  026


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CUSTOMER SAID: - HEAD LAMPS SOMETIMES DO NOT FUNCTION- THIS


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STARTED 3 OR 4 MONTHS AGO- CALLED DLR AT THAT TIME LIGHTS WE


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RE WORKING- LIGHTS STARTED UP AGAIN THIS PAST WEEK- TOOK VEH


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TO DLR TUESDAY- CUST TOOK VEH BACK NO REPAIRS YET- CUST HAS


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VEH NOW- CUST IS SEEKING FORD TO PAY FOR VEH REPAIRSDEALER


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SAID: GRIFFIN FORD, INC.1940 E MAIN STREET WAUKESHA, WI 5318


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6- CURT S/A- CAN'T CHECK WHEN IT'S WORKING- CHECKED WITH FOR


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D- NEEDS A LIGHT CONTROL MODULE PER FORD- 678 DOLLARS NO WAR


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RANTYCRC ADVISED: I AM DOCUMENTING YOUR CONCERNS AND YOUR IN


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FORMATION WILL BE SENT TO YOUR DEALERSHIP.  YOUR SERVICE MAN


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AGER  IS IN THE BEST POSITION TO ASSIST AND SHOULD CONTACT Y


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CUSTOMER SAID: *SEE HISTORICALS*1. HEADLAMPS-CUST STATED THA


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T HEADLIGHT WORK INTERMITTENT-NOTICED CONCERN ABOUT 3 OR 4 M


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ONTHS AGO-CONCERN HAPPENS WHEN SIGNAL LIGHTS ARE BEING USED-


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VEH WITH CUST -VEH STILL NOT REPAIRED-CUST IS SEEKING TO LET


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DLRSHP KNOW ABOUT THIS INFODEALER SAID: -GRIFFIN FORD, INC.


Comments:
1940 E MAIN STREET WAUKESHA, WI 53186FAX:(262) 542-0413CRC A


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DVISED: I AM DOCUMENTING YOUR CONCERNS AND YOUR INFORMATION


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WILL BE SENT TO YOUR DEALERSHIP.  YOUR SERVICE MANAGER  IS I


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N THE BEST POSITION TO ASSIST AND SHOULD CONTACT YOU WITHIN


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-CCS BRIANA EXT 7379-OBC TO DLRSHP SPOKE WITH S/A -SAYS THAT


Comments:
THE REPAIR WAS ABOUT 700 AND CUST DECLINED TO HAVE IT DONE


Comments:
-DLRSHP WILL BE UPDATING CASE SO REP CAN CLOSE -CCS WILL MON


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ITOR FOR DLR UPDATES-F/U 11/14 BY 530EST


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-CCS BRIANA EXT 7379-AFTER SPEAKING WITH DLRSHP THEY WERE NO


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T PROVIDING ASSISTANCE AND ADVISED CUST THE AMOUNT TO REPAIR


Comments:
-CUST DECLINED -CCS CLOSING CASE AS VEH OUTSIDE OF CLP -CAS


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CUSTOMER SAID: -CUSTOMER CALLING ABOUT HEADLIGHT PROBLEMS WI


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TH VEHICLE-HEADLIGHTS WERE SHUTTING OFF ON THEIR OWN, SAID I


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T NEEDED A NEW SWITCH AND THAT WASNT COVERED UNDER WARRANTY-


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SAME PROBLEM HAPPEND, NOW ITS A MODULE AND NONE OF THIS IS C


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OVERED UNDER WARRANTY AGAIN-CUSTOMER SEEKING WHAT COMPONENTS


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ARE COVERED AND HOW TO FIND OUT MORE INFORMATION ON THE WAR


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RANTYDEALER SAID: OSMAN LINCOLN MERCURY625 EAST NASA BOULEVA


Comments:
RD MELBOURNE, FL 32901TEL:(321) 725-1100CRC ADVISED: I HAVE


Comments:
REVIEWED IF ANY AVAILABLE COVERAGES MAY ASSIST IN YOUR REPAI


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R REQUEST. THERE IS NO ACTIVE  ESP TO COVER THE PART OR THE


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REPAIR AND THE VEHICLE IS OUTSIDE OF ANY APPLICABLE WARRANTY


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CUSTOMER SAID: VIN: ALAN ELLIOT-HEADLIGHTS GO OFF WHENEVER T


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HEY WANT-VEH HAS BEEN TO DLRSHP AND STATED THEY CANNOT DUPLI


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CATE REQUEST-COUPLE OF DAYS LATER AFTER IT LEFT THE DLRSHP,


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IT STARTED UP AGAINDEALER SAID: MAC HAIK FORD INC.10333 KATY


Comments:
FREEWAY HOUSTON, TX 77024TEL:(713) 932-5000CRC ADVISED: LET


Comments:
ME ESCALATE THIS TO OUR CUSTOMER CARE SOLUTIONS TEAM.  THEY


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CAN INVESTIGATE YOUR CONCERNS FURTHER AND WORK WITH YOUR DE


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ALERSHIP TO UTILIZE ALL AVAILABLE RESOURCES TO RESOLVE YOUR


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CONCERN. FOR THE VEHICLE TO BE REPAIRED, THE DEALERSHIP WOUL


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D FIRST NEED TO DUPLICATE THE SYMPTOM. A FORD CUSTOMER CARE


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SPECIALIST WILL CONTACT YOU WITHIN  2 BUSINESS DAYS.--------


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ON S/A-VERIFIED THEY COULD NOT DUPLICATE PROBLEM-CHANGED A F


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EW SWITCHES AND FUSES TO TRY TO HELP ASSIST-NO CODES WERE PU


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-CCS LINDA EXT 7196-OBC TO DLR, PER S/M GLEN, VEH IS AT DLRS


Comments:
HP, TRYING TO GET IT TO DUP. -RAN OASIS AND CALLED HOTLINE,


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DID NOT E-MAIL. WILL HAVE TECH E-MAIL SO WE CAN HAVE REPORT


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ON THE RECORD.  SAYS SHOP FOREMAN WAS TOLD NO KNOWNS AND NO


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SUGGESTIONS AS TO HOW TO DUP.  WILLING TO KEEP TRYING AS LON


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G AS CUST IS ABLE TO LEAVE VEH THERE.-OBC TO CUST, ADVISED D


Comments:
LR IS WORKING WITH TECHNICAL RESOURCES TO SEE IF THERE IS AN


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Y INFORMATION TO ASSIST WITH REPAIR.  CUST HAD INDICATED THA


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T WAS WHAT HE CALLED US FOR.  CUST WANTS TO LEAVE VEH UNTIL


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IT IS REPAIRED.  CUST CAN'T DRIVE VEH WITHOUT HEADLIGHTS.-SE


Comments:
-CCS LINDA EXT 7196-HOTLINE CONTACTED, PER GCQIS, VERIFY NO


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CONNECTOR OR PIN FIT ISSUES AT THE LCM. - IF GOOD, REPLACE T


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HE LCM AND RETEST-OBC TO DLR, PER S/M GLEN, REPAIR HOTLINE I


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S SUGGESTING IS OVER $700 AND VEH IS OUT OF WARRANTY.  NO GU


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ARANTEE REPAIR WILL WORK. $638. @ CUST PAY. -OBC TO CUST, SA


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YS DLR CONTACTED HIM AND ADVISED, CUST WILL GO AHEAD WITH TH


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E REPAIR.  DLR SAYS THEY SHOULD HAVE IT DONE TOMORROW.  -CUS


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T SAYS IT HAPPENS ALMOST EVERY TIME HE DRIVES FOR A WHILE, S


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TOPS, AND DRIVES AGAIN, SO HE SHOULD KNOW SOON IF REPAIR WOR


Comments:
KED.-CCS WILL F/U BY 5 PM CENTRAL WED 1-20 IF NO WORD BEFORE


Comments:
, CUST WILL CONTACT ME AND DLR IF ISSUE ARISES AGAIN.


Comments:
-CCS LINDA EXT 7196-OBC TO DLR, PER S/A RON PUT IN LIGHTING


Comments:
CONTROL MODULE. VEH HAS BEEN BACK WITH CUST.  DLR CALLED AND


Comments:
LEFT MESSAGE FOR CUST TO SEE IF ALL IS WELL, HASN'T HEARD A


Comments:
NYTHIG BACK.-OBC TO CUST @ 713-782-2470, WIFE GAVE (REDACTED)


Comments:
TO REACH HIM AT WORK. -REACHED CUST AT WORK, HE ADVISED


Comments:
THAT HE HAS DRIVEN THE VEH UNDER THE SAME CONDITIONS THAT VE


Comments:
H WAS MALFUNCTIONING BEFORE AND NOT HAD ANY FURTHER ISSUES.


Comments:
WILL CALL IF ANYTHING FURTHER ARISES-NO FURTHER ACTION REQU


Comments:
CUSTOMER SAID: =SAYS HEADLIGHTS ARE GOING OUT=FIRST NOTICED


Comments:
THE PROBLEM DEC 8TH=CUST HAS THE VEH=CUST SAYS HE TOOK THE V


Comments:
EH TO A FORD DLRSHP DEC 10TH=SAYS DLRSHP COULD NOT DUPLICATE


Comments:
THE PROBLEM WITH THE LIGHTS =CUST STATES DLRSHP SAYS HEY CA


Comments:
NNOT DO ANYTHING FOR HIM BECAUSE THEY CAN NOT DUPLICATE THE


Comments:
PROB=SAYS HE SPOKE WITH HENRY S/M=CUST SEEKING TO HAVE LIGHT


Comments:
S FIXEDDEALER SAID: SAMES CROW LINCOLN MERCURY3737 SOUTH PAD


Comments:
RE ISLAND DRIVE CORPUS CHRISTI, TX 78415TEL:(361) 855-8400=N


Comments:
ONECRC ADVISED: LET ME ESCALATE THIS TO OUR CUSTOMER CARE SO


Comments:
LUTIONS TEAM.  THEY CAN INVESTIGATE YOUR CONCERNS FURTHER AN


Comments:
D WORK WITH YOUR DEALERSHIP TO UTILIZE ALL AVAILABLE RESOURC


Comments:
ES TO RESOLVE YOUR CONCERN. FOR THE VEHICLE TO BE REPAIRED,


Comments:
THE DEALERSHIP WOULD FIRST NEED TO DUPLICATE THE SYMPTOM. A


Comments:
FORD CUSTOMER CARE SPECIALIST WILL CONTACT YOU WITHIN  2 BUS


Comments:
--- CCS BRIAN X 7175--- OBC TO CUSTOMER--- I LEFT A MESSAGE


Comments:
REQUESTING THE CUSTOMER TAKE THE VEHICLE BACK TO THE DLRSHP-


Comments:
-- I PROVIDED MY CONTACT INFORMATION AND REQUESTED HE CALL M


Comments:
E IN REGARDS TO HIS CONCERNS--- I SET NEW FOLLOW UP FOR 12/2


Comments:
IBC FROM CUSTOMER--- CUSTOMER LEFT MESSAGE STATING THAT HE W


Comments:
OULD BETAKING THE VEHICLE BACK TO SAMES CROW TODAY--- CUSTOM


Comments:
ER ADVISED THAT HE WILL BE ASKING DLRSHP FOR A RENTAL OR LOA


Comments:
OASIS SHOWS AN EXPIRED ESP OR MAINTENANCE CONTRACT--- OBC TO


Comments:
CUSTOMER--- HE SAYS CONCERN OCCURS EVERY NIGHT--- CONCERN O


Comments:
CCURS RANDOMLY--- CONCERN HAS OCCURRED 4 TIMES--- CUSTOMER F


Comments:
EELS THAT THIS IS A SAFETY CONCERN--- VEHICLE WAS TAKEN BACK


Comments:
TO DLRSHP YESTERDAY --- I EXPLAINED THAT CONCERN WOULD HAVE


Comments:
TO BE DUPLICATED BEFORE REPAIR COULD BE MADE--- CONTACT ENG


Comments:
INEERING REGARDING DIAGNOSTIC AND REPAIR PROCEDURE--- CUSTOM


Comments:
ER IS WORKING WITH HENRY IN SERVICE--- CUSTOMER IS CURRENTLY


Comments:
IN A RENTAL VEHICLE THAT HE GOT FROM ONSITE RENTAL AGENCY--


Comments:
- I PROVIDED CUSTOMER THE CASE NUMBER--- (REDACTED) IS PRIMARY D


Comments:
RIVER OF VEHICLE AS HIS FATHER CEZAR PASSED AWAY--- CUSTOMER


Comments:
SEEKING REPAIR--- SET NEW FOLLOW UP FOR 12/26/2007 BY 5PM C


Comments:
OBC TO DLRSHP--- SPOKE WITH SM JOEY--- CUSTOMER WAS LAST AT


Comments:
THE DLRSHP REPAIRED ON 12/10 AT 31988 MILES --- THEY COULD N


Comments:
OT DUPLICATE THE CUSTOMERS CONCERN--- VEHICLE IS BACK IN CUS


Comments:
TOMERS POSSESSION--- OBC TO CUSTOMER--- CUSTOMER SAYS THAT H


Comments:
E ACTUALLY TOOK THE VEHICLE BACK TWO WEEKS AGO--- HE WAS TOL


Comments:
D THAT THE CONCERN WAS NOT DUPLICATED--- HE SAYS THE CONCERN


Comments:
HAS OCCURRED ABOUT 6 TIMES IN ALL--- HE SAYS THE CONCERN OC


Comments:
CURS MORE DURING SHORT TRIPS--- HE STILL FEELS LIKE THE CONC


Comments:
ERN IS RANDOM--- HE ADVISED ME THAT HE WAS TOLD BY HENRY OR


Comments:
VICTOR IN SERVICE ADVISED HIM THAT THEY DID REPLACE A SWITCH


Comments:
WHICH HAS BEEN KNOWN TO CORRECT CONCERNS LIKE THIS IN THE P


Comments:
AST--- THE CUSTOMER STATED THAT HE WOULD LIKE TO DRIVE THE V


Comments:
EHICLE TO SEE IF THE CONCERN COMES BACK AS IT HAS NOT OCCURR


Comments:
ED AGAIN SINCE THE LAST VISIT--- I CONFIRMED THAT HE HAD MY


Comments:
CONTACT INFORMATION AND CASE NUMBER--- I EXPLAINED THAT I WA


Comments:
S WILLING TO REOPEN THE CASE IF THE CUSTOMER FELT THE CONCER


Comments:
N WAS STARTING TO OCCUR AGAIN--- VEHICLE OPERATING PROPERLY


Comments:
SINCE LAST REPAIR--- NO FURTHER ACTION NEEDED CURRENTLY


Comments:
IBC FROM CUSTOMER--- CUSTOMER LEFT MESSAGE STATING THAT WHIL


Comments:
E HE WAS DRIVING THE VEHICLE TODAY HIS HEADLIGHTS WENT OUT--


Comments:
OBC TO CUSTOMER--- HE SAYS THAT IT IS ONLY HIS HIGH BEAMS AN


Comments:
D HEADLIGHTS--- CUSTOMER IS WAITING TO GET A RENTAL VEHICLE-


Comments:
-- CUSTOMER WAS TOLD BY RENTAL AGENCY THAT VEHICLE WOULD PRO


Comments:
BABLY BE AVAILABLE BY WEDNESDAY--- CUSTOMER ASKED ABOUT RENT


Comments:
AL REIMBURSEMENT FOR PREVIOUS DLRSHP VISIT--- I REQUESTED HE


Comments:
FAX ME COPIES OF HIS RENTAL RECEIPTS FOR REVIEW--- I ALSO A


Comments:
SKED HIM TO CALL ME ONCE HE DROPPED THE VEHICLE OFF--- SET N


Comments:
IBC FROM CUSTOMER--- CUSTOMER LEFT MESSAGE ADVISING THAT HE


Comments:
--- OBC TO DLRSHP--- SPOKE WITH SA--- STEERING COLUMN COVERS


Comments:
AND HEAD LIGHTS SWITCH HAVE BEEN REMOVED BUT NO CONCERN WAS


Comments:
FOUND IN THE WIRING--- VEHICLE IS CURRENTLY AT DLRSHP BUT S


Comments:
TILL NO PROBLEM HAS BEEN FOUND--- SA AGREED TO CALL TECH HOT


Comments:
LINE AND UPDATE ME--- OBC TO CUSTOMER--- I LEFT A MESSAGE EX


Comments:
PLAINING ABOVE INFORMATION --- I ADVISED THAT I WOULD FOLLOW


Comments:
--- IB FAX FROM CUSTOMER--- CUSTOMER PROVIDED RENTAL RECEIPT


Comments:
S FOR 3 DAYS OF RENTAL AT $24.00/DAY--- TOTAL OF BASE CHARGE


Comments:
IS $72.00--- IBC FROM CUSTOMER--- CUSTOMER LEFT MESSAGE STA


Comments:
TING THAT DLRSHP VERIFIED CONCERN--- OBC TO DLRSHP--- SPOKE


Comments:
WITH SA VICTOR--- SA CONFIRMS THAT CONCERN WAS VERIFIED--- C


Comments:
USTOMER PICKED VEHICLE UP AND BROUGHT IT BACK TO THE DLRSHP


Comments:
WITH THE LIGHTS OFF--- SA ON VEHICLE IS CURRENTLY UNAVAILABL


Comments:
E--- CUSTOMER IS IN LOANER VEHICLE--- OBC TO CUSTOMER--- HE


Comments:
SAYS THAT ACCORDING TO HIS SA HENRY THE PART NEEDED TO REPAI


Comments:
R THE CONCERN IS A LIGHTING CONTROL MODULE--- CUSTOMER CONFI


Comments:
RMED THAT HE IS IN A RENTAL VEHICLE--- CUSTOMER REQUESTED TH


Comments:
AT I CALL HIS CELL PHONE NUMBER (REDACTED)--- I SET NEW FO


Comments:
LLOW UP FOR 01-10-2008 BY 5PM CST TO PROVIDE UPDATE TO HIS R


Comments:
IBC FROM DLRSHP--- SA HENRY LEFT MESSAGE STATING THAT REPAIR


Comments:
S WERE MADE AFTER CONCERN WAS VERIFIED--- THEY ARE CONTINUIN


Comments:
OBC TO CUSTOMER---HE SAYS THAT HE HAS HAD THE VEHICLE FOR AB


Comments:
OUT 20 MINS SO FAR--- HE SAYS THAT IT SEEMS LIKE THE DLRSHP


Comments:
DID A GOOD JOB--- I ADVISED HIM THAT I COULD LOOK INTO HIS R


Comments:
ENTAL REIMBURSEMENT REQUEST AND FOLLOW UP ON 01-15-2008 BY 5


Comments:
--- OBC TO CUSTOMER--- CCS OFFERED 2/30,000 MILE LIMITED MAI


Comments:
NTENANCE PLAN INSTEAD OF RENTAL REIMBURSEMENT--- CUSTOMER SA


Comments:
YS CURRENT MILEAGE IS 32,400--- I CONFIRMED THAT CUSTOMER HA


Comments:
D MY CONTACT INFORMATION--- I REQUESTED HE CALL ME DIRECTLY


Comments:
IF HE EVER HAD A SIMILAR CONCERN WITH THE VEHICLE--- UPLOAD


Comments:
CUSTOMER SAID: - HEAD LIGHTS GO OUT - HAPPENED BEFORE - HAPP


Comments:
ENING NOW - CUST HAS TO HIT A BOX UNDER THE DASH THAT CAUSES


Comments:
THE HEAD LIGHTS TO GO OUT- CUST CALLED THE DEALERSHIP WAS T


Comments:
OLD WILL HAVE TO REPLACE THE LIGHTING CONTROL MODULES THAT I


Comments:
S FAILING - CUST HAS NOT TAKEN THE VEH TO THE DEALERSHIP - C


Comments:
UST IS LOOKING FOR AWADEALER SAID: NAPLETON LINCOLN MERCURY2


Comments:
950 WEST 127TH STREET BLUE ISLAND, IL 60406TEL:(708) 385-450


Comments:
0CRC ADVISED: BEFORE WE CAN MAKE A DECISION REGARDING ANY FO


Comments:
RD COVERAGE IT MUST BE REVIEWED BY A FORD/LINCOLN/MERCURY DE


Comments:
ALERSHIP SO THAT HAVE THE OPPORTUNITY TO INSPECT THE VEHICLE


Comments:
AND DETERMINE WHAT IS WRONG WITH THE VEHICLE. ANY REPAIR OR


Comments:
SERVICES NOT COMPLETED AT A FORD/LINCOLN/MERCURY DEALERSHIP


Comments:
WOULD BE THE RESPONSIBILITY OF THE CUSTOMER.- ADVISED CUST


Comments:
CUSTOMER SAID: 1. THE HEAD LIGHTS WORK SOMETIMES AND SOMETIM


Comments:
ES THEY DON'T--NOTICED CONCERN ABOUT A WEEK AGO--CUST TOOK V


Comments:
EH TO DLRSHP --THE VEH IS CURRENTLY WITH CUST--CUST IS SEEKI


Comments:
NG FIN ASSISTDEALER SAID: --SPOKE TO SERVICE--THE MODULE NEE


Comments:
DS TO BE REPLACED--WILL COST $600 TO REPAIR--COURTESY LINCOL


Comments:
N-MERCURY6885 JOHNSTON ST. LAFAYETTE, LA 70503TEL:(337) 991-


Comments:
0100CRC ADVISED: I WOULD LIKE TO RESEARCH THIS SITUATION FUR


Comments:
TO CONTACT YOU?--DID NOT SCHEDULE F/U --ADVISED CUST TO STA


Comments:
Y IN CONTACT WITH DLR--OBC TO DLRSHP--SPOKE TO S/A CHRIS--S/


Comments:
M IS OUT ON MATERNITY LEAVE AND WONT BE BACK FOR A FEW WEEKS


Comments:
--HE WILL MAKE A CALL TO S/M TO SEE IF DLR CAN PROVIDE ASSIS


Comments:
***CCS MIKE EXT 7271 WILL MONITOR FOR S/M UPDATES


Comments:
***CCS MIKE EXT 7271 SPOKE WITH CHRIS S/A @ COURTESY L/M-THE


Comments:
DLRSHP ALREADY REPAIRED THE VEHICLE. THE DLRSHP REPAIRED TH


Comments:
E LIGHTING CONTROL MODULE.-THE DLRSHP ALSO DID A P05 ON THE


Comments:
REPAIR.***CCS MIKE EXT 7271 OBC TO 337-684-2635-LEFT A MESSA


Comments:
GE FOR THE CUST TO CONTACT THE CCS BACK @ (REDACTED).


Comments:
. THE CCS WILL ATTEMPT TO REACH THE CUST BACK ON 8-29-20


Comments:
-CCS MELISSA X7325 ASSISTING CCS MIKE X7271-OBC TO CUST AT 3


Comments:
(REDACTED)-CUST NOT AVAILABLE-LM ADVISING CUST THAT I WOULD


Comments:
ATTEMPT TO REACH CUST ON 9-2-2008 BETWEEN 1-5EST


Comments:
***CCS MIKE EXT 7271 OBC TO (REDACTED)-ATTEMPTED TO REACH


Comments:
THE CUST BUT THE NUMBER WAS NOT AVAILABLE. THE CONCERNS MAYB


Comments:
E DUE TO THE HURRICANE. THE CCS WILL ATTEMPT TO REACH THE CU


Comments:
***CCS MIKE EXT 7271 OBC TO (REDACTED)-SPOKE WITH MR. (REDACTED)


Comments:
: THE CUST STATES THE VEHICLE IS WITH HIM, THE CUST ST


Comments:
ATES THE VEHICLE IS DOING OK. THE CUST STATES THE DLRSHP NEE


Comments:
DED TO REPLACE THE BOARD.-THE CUST STATES THE VEHICLE IS RUN


Comments:
NING OK. THERE IS NO FURTHER ACTION REQUIRED, CASE CLOSED.


Comments:
CUSTOMER SAID: -CUST. HAS HAD THE HEADLIGHTS IN HIS VEH.  GO


Comments:
OUT AT RANDOM TIMES WHILE DRIVING -STARTED NOTICING THIS AT


Comments:
46,000 MILES-VEH. IS CURRENTLY AT DLRSHP-FEELS FORD SHOULD


Comments:
RECALL THIS BECAUSE ITS A SAFETY ISSUE -CUST. SEEKING FROM F


Comments:
ORD TO REPAIR LIGHTING CONTROL MODULEDEALER SAID: -DLR SAYS


Comments:
THE LIGHTING CONTROL MODULE NEEDS TO BE REPLACED -REPAIR WOU


Comments:
LD COST ABOUT $621 PLUS TAXCRC ADVISED: I WOULD LIKE TO RESE


Comments:
ARCH THIS SITUATION FURTHER ON YOUR BEHALF TO ENSURE YOUR RE


Comments:
QUEST RECEIVES PROPER CONSIDERATION. IS THERE A TIME THAT IS


Comments:
MOST CONVENIENT FOR ME TO CONTACT YOU?-ADVISED CUST THAT I


Comments:
WILL F/U WITH HIM NO LATER THAN 12:30PM EST ON 5/30/08****WA


Comments:
CUSTOMER SAID: NONEDEALER SAID: NONECRC ADVISED: ****OBC TO


Comments:
DLR ******PAVILION LINCOLN MERCURY INC.13049 RESEARCH BOULEV


Comments:
E TO PAT S/M -STATED THAT CUST HAS NOT HAD VEH. DIAGNOSED YE


Comments:
T-VEH. HAS NOT BEEN TO DLRSHP SINCE SEPTEMBER 2007-WOULD NEE


Comments:
D CUST. TO COME IN AND GET DIAGNOSIS BEFORE ANY DECISIONS CO


Comments:
CUSTOMER SAID: -CUST STATES THAT HE DID HAVE DIAGNOSIS DONE


Comments:
YESTERDAY -INSPECTION # 627504DEALER SAID: -CUST. STATES THA


Comments:
T DIAGNOSIS WAS THAT HE NEEDED A NEW LIGHTING CONTROL MODULE


Comments:
CRC ADVISED: OBC TO CUSTOMER-ADVISED CUST THAT I SPOKE WITH


Comments:
PAT THE S/M -ADVISED HIM THAT THE S/M HAD NO RECORD OF HIM C


Comments:
CUSTOMER SAID: NONEDEALER SAID: NONECRC ADVISED: OBC TO DLR*


Comments:
******-SPOKE WITH PAT S/M AGAIN-ADVISED S/M THAT CUST. STATE


Comments:
S HE DID IN FACT GO INTO THE DLRSHP YESTERDAY TO HAVE VEH. D


Comments:
IAGNOSED-S/M STATED HE REALIZED AFTER I CALLED , THAT CUST.


Comments:
HAD COME IN AND IT WASN'T IN THE COMPUTER YET-S/M STATED HE


Comments:
WOULD CALL ME BACK WITH WARRANTY RATES TO REPAIR CUST. VEH.


Comments:
LD COST ABOUT $621 PLUS TAXPAVILION LINCOLN MERCURY INC.1304


Comments:
9 RESEARCH BOULEVARD AUSTIN, TX 78750TEL:(512) 258-7711FAX:(


Comments:
512) 258-5915CRC ADVISED: I HAVE REVIEWED THIS SITUATION WIT


Comments:
BEFORE CONNECTING THE CUSTOMER.CRC TO PAY $303.31CUSTOMER T


Comments:
O PAY $75.83 PLUS ANY APPLICABLE TAXES FOR THIS REPAIR ONLY


Comments:
****IBC FROM DLR****-SPOKE TO PAT S/M -CALLED IN TO GIVE WAR


Comments:
RANTY RATES FOR REPAIR ~LAB0R 118.75~ PART 260.39--TOTAL :37


Comments:
CCS SCOTT X 7206 - OBC TO DLR - S/A SAYS THEY ORDERED THE PA


Comments:
RTS TODAY AND THEY SHOULD ARRIVE IN THE NEXT DAY OR TWO - OB


Comments:
C TO CUST @ SECONDARY PHONE: (REDACTED)- ADV CUST OF ABOV


Comments:
E - ADV CUST THAT I WOULD F/U ON 6/5 BEFORE 1PM EST TO ENSUR


Comments:
E THAT HIS VEH IS REPAIRED AND THAT HE IS SATISFIED WITH THO


Comments:
CCS SCOTT X 7206 - OBC TO DLR - S/S SAYS THE PARTS ARE STILL


Comments:
ON ORDER - THEY SHOULD ARRIVE IN THE NEXT DAY OR TWO


Comments:
CCS SCOTT X 7206 - OBC TO CUST @ SECONDARY PHONE:(REDACTED)


Comments:
- ADV CUST OF CONVERSATION WITH S/A - ADV CUST THAT I WOU


Comments:
CCS SCOTT X 7206 - OBC TO DLR - S/M SAYS THE VEH CAME IN TOD


Comments:
AY AND IT IS NOW REPAIRED - OBC TO CUST @ SECONDARY PHONE: 5


Comments:
(REDACTED) - CUST STATES HE TOOK THE VEH IN THIS MORNING AN


Comments:
D HAS YET TO PICK IT UP - ADV CUST THAT I WOULD F/U ON 6/12


Comments:
BEFORE 5PM EST TO ALLOW HIM TIME TO PICK THE VEH UP AND DRIV


Comments:
E IT TO MAKE SURE THE REPAIRS ARE TO HIS SATISFACTION


Comments:
CCS SCOTT X 7206 - OBC TO CUST @ SECONDARY PHONE: (REDACTED)


Comments:
- CUST STATES HE HAS NOT BEEN ABLE TO DRIVE THE VEH YET -


Comments:
ADV CUST THAT I COULD F/U WITH HIM ON 6/16 BEFORE 1PM EST -


Comments:
CUST SAYS HE WILL DEFINITELY BE ABLE TO DRIVE THE VEH BY TH


Comments:
- CUST STATES THAT THE VEH IS REPAIRED AND HE IS SATISFIE


Comments:
D WITH THE REPAIRS THAT WERE DONE - CUST ASKED ABOUT THIS BE


Comments:
COMING A RECALL - ADV CUST THAT FMC WORKS WITH THE NHTSA TO


Comments:
REVIEW ALL CALLS THAT COME IN AND IF THEY DECIDE IT IS A DEF


Comments:
ECT OR SAFTEY CONCERN THEY WOULD ISSUE A RECALL - ADV CUST I


Comments:
F HE HAS THIS CONCERN AGAIN TO GIVE ME A CALL - CONCERN RESO


Comments:
CUSTOMER SAID: 1. HEADLIGHTS ARE NOT WORKING- COMES ON FOR A


Comments:
BOUT TWO MINUTES AND THEN COMES BACK ON- FIRST NOTICED THIS


Comments:
CONCERN ON MON 02/25/08- HAS NEVER HAD THIS PROBLEM IN THE P


Comments:
AST2. 3 OF THE SWITCHES TO THE ELECTRIC WINDOWS DO NOT WORK


Comments:
(POWER WINDOWS)- FIRST NOTICED THIS CONCERN ON MON 02/25/08-


Comments:
HAS NEVER HAD THIS PROBLEM IN THE PAST3. BLOWER SWITCH TO T


Comments:
HE A/C - FIRST NOTICED THIS CONCERN ABOUT A MONTH AGO- HAS N


Comments:
EVER HAD THIS PROBLEM IN THE PAST- HAS BEEN TO DLR FOR DIAGN


Comments:
OSIS- VEH IS WITH THE CUSTOMER/ HAS NOT HAD ANY REPAIRS DONE


Comments:
- CUST FEELS THAT IT IS FORD'S RESPONSIBILITY TO GET THIS PR


Comments:
OBLEM FIXED- CUST IS SEEKING FINN ASST TOWARDS THE REPAIRDEA


Comments:
LER SAID: - SPOKE WITH MATT HENSEN ASSISTANT S/M - DLR REFER


Comments:
RED CUST TO CRC TO SEE ABOUT ASST TOWARDS THE REPAIR- TOLD C


Comments:
UST THAT A MODULE THAT NEEDS TO GO ON THE HEADLIGHTS 418.00-


Comments:
TOLD CUST THAT THEY WOULD TRY TO SEE IF THEY COULD COVER RE


Comments:
PAIR UNDER WARRANTYPADUCAH FORD INC.3476 PARKCRC ADVISED: I


Comments:
HAVE REVIEWED THISI SITUATION WITH YOUR DEALERSHIP AND THEY


Comments:
HAVE AGREED THAT DUE TO YOUR LOYALTY WITH FORD AND THE DEALE


Comments:
RSHIP, THEY WOULD LIKE TO PROVIDE YOU WITH ASSISTANCE TOWARD


Comments:
S YOUR VEHICLE REPAIR.- PLEASE SPEAK WITH YOUR SM/CRM TO REV


Comments:
IEW THE DETAILS- ADVISED CUST TO SPEAK WITH RON S/M AT THE D


Comments:
LR FOR THE DETAILS- ADVISED CUST OF ABOVE***OBC TO DLR***- S


Comments:
POKE WITH RON S/M- STATED THAT THE REPAIR COST FOR THE VEH I


Comments:
S AROUND 590.00- THE CUSTOMER IS NOT LOYAL TO THE DLR- HE PU


Comments:
RCHASED THE VEH AT THE DLR BUT DOES NOT BRING THE VEH IN FOR


Comments:
REGULAR MAINTENANCE- ONE OF THE PARTS TO REPAIR THE VEH IS


Comments:
ON ORDER- DLR IS GOING TO ASSIST WITH 10% OFF OF PARTS AND L


Comments:
***CCS MIKE EXT 7271 SPOKE WITH RON S/M @ PADUCAH FORD-THE V


Comments:
EHICLE IS REPAIRED AND THE CUST HAS THE VEHICLE. THE DLRSHP


Comments:
DID A P05 AND THE CUST PAID 20%.***CCS MIKE EXT 7271 OBC TO


Comments:
(REDACTED)-ATTEMPTED TO REACH THE CUST BUT A MESSAGE STATE


Comments:
D THERE WAS LOCAL TELEPHONE TROUBLE AND CALL COULD NOT GO TH


Comments:
ROUGH. CCS TRIED 618-683-2761 BUT THE SAME MESSAGE WAS PLAYE


Comments:
D. CCS WILL ATTEMPT TO REACH THE CUST ON 3-6-2008 BEFORE 5:3


Comments:
COMPLETED PO5 ASSISTANCE WITH CUSTOMERNO MORE CONCERNS  AT T


Comments:
HIS TIME CUSTOMER LEFT VERY HAPPY. PLEASE CLOSE CUDL EXPLAIN


Comments:
***CCS MIKE EXT 7271 OBC (REDACTED) -ATTEMPTED TO REACH


Comments:
THE CUST BUT THERE WAS NO ANSWER, THE CCS WILL ATTEMPT TO R


Comments:
EACH THE CUST ON THE ALT. NUMBER.***CCS MIKE EXT 7271 OBC TO


Comments:
BACK @ (REDACTED). THE CCS WILL ATTEMPT TO REAC


Comments:
H THE CUST BACK ON 3-7-2008 BEFORE 5:30 PM EST.


Comments:
***CCS MIKE EXT 7271 OBC TO (REDACTED) -ATTEMPTED TO REACH


Comments:
THE CUST BUT THERE WAS NO ANSWER, THE CCS WILL ATTEMPT TO A


Comments:
LT. NUMBER.***CCS MIKE EXT 7271 OBC TO (REDACTED)-SPOKE WI


Comments:
TH MR. STALIONS: THE CUST STATES THE VEHICLE WAS REPAIRED AN


Comments:
D THE CUST DOES HAVE THE VEHICLE BACK. THE CUST STATES THE D


Comments:
LRSHP AND FMC TOOK CARE OF HIM. CASE CLOSED.


Comments:
CUSTOMER SAID: = COMING FROM NC - WAS STOPPED BY STATE TROOP


Comments:
ER - WAS TOLD THAT LIGHTS WERE NOT ON= FOUND THAT ONLY THE H


Comments:
IGHT BEAMS WORK= GOT VEH HOME- TOOK VEH TO NEAREST DEALER= D


Comments:
EALER HAD TO REPLACE LIGHTING MODULE= WAS TOLD THIS WAS VERY


Comments:
UNCOMMON - CUST PAID $893.51 TO HAVE REPAIRED= CUST FEELS T


Comments:
HAT THIS PART SHOULD NOT HAVE GONE OUT= CUST SEEKING REIMBUR


Comments:
SMENT ON COST OF REPAIR= ALSO ANTS TO KNOW WHY THIS WOULD HA


Comments:
VE GONE OUTDEALER SAID: KOONS LINCOLN - MERCURY INC.9610 REI


Comments:
STERTOWN ROAD OWINGS MILLS, MD 21117TEL:(410) 363-3333CRC AD


Comments:
VISED: I HAVE REVIEWED YOUR SITUATION AND THERE ARE NO WARRA


Comments:
NTIES, FSA/CSP'S ON YOUR VEHICLE THAT WOULD PROVIDE ASSISTAN


Comments:
CE FOR YOUR REIMBURSEMENT REQUEST.= ADVISED CUST OF ABOVE


Comments:
CUSTOMER SAID: -CUST TOOK VEH TO DLRSHP TO HAVE RECALL PERFO


Comments:
RMED-WHEN CUST GOT VEH BACK THE HEADLIGHTS DIDN'T WORK-THEN


Comments:
THE NEXT DAY THEY WORKED-TOOK VEH IN ON SATURDAY-SPOKE WITH


Comments:
S/M AND WAS SURE THERE WAS NOTHING THEY COULD DO TO CAUSE TH


Comments:
AT-THE LIGHTS WORK OCCASIONALLY-VEH HAS BEEN DIAGNOSED ON 9/


Comments:
29-SAYS IT TAKES A LOT OF TIME FOR THEM TO CALL CUST BACK-CU


Comments:
ST IS SEEKING FIN ASST FOR REPAIRDEALER SAID: (REDACTED)


Comments:
68-WAS TOLD IT'S THE MODULE ON THE HEADLIGHTS-SAID REPAIR WO


Comments:
ULD COST ABOUT $600CRC ADVISED: I HAVE REVIEWED YOUR SITUATI


Comments:
ON AND UNFORTUNATELY, THERE ARE NO WARRANTIES, FSA/CSP ON YO


Comments:
UR VEHICLE THAT WOULD PROVIDE ASSISTANCE FOR THIS REPAIR.PLE


Comments:
ASE STAY IN CONTACT WITH YOUR S/M FOR FURTHER INFORMATION ON


Comments:
YOUR REPAIR.***OBC TO DLR-SPOKE W/RICHARD, S/M-SAID THEY PE


Comments:
RFORMED THE RECALL A MONTH AND A HALF AGO-CUST HAS BEEN IN T


Comments:
WO TIMES-ALL THEIR HISTORY SHOWS VEH HAS BEEN IN FOR WARRANT


Comments:
Y-NEVER SPENT A DIME WITH THE CUST-NOT INTERESTED IN ASST TH


Comments:
E CUSTOMER-DOESN'T FEEL LIKE THIS WOULD BE A GOOD BUSINESS D


Comments:
ECISION ***-ADVISED THE CUST THAT THE DLRSHP WOULD BE LIABLE


Comments:
CUSTOMER SAID: -(REDACTED) CELL- BTB EXPIR


Comments:
ED- $730 FOR REPAIR - MILES = 33000- AT DLRSHP NOW- ELECTRON


Comments:
IC MODULE THAT CONTROLS HEADLISHGTS NEEDS TO BE REPLACED- NO


Comments:
HEADLIGHTS COMING ON - WANT FORD TO PAY FOR REPAIR- I AM A


Comments:
FOUR VEH CUST - HAD PROBLEMS WITH THE LAST 3 VEH'S OF MARQUI


Comments:
S- THIS IS UNACCEPTABLE- FORD SHOULD PAY FOR THISDEALER SAID


Comments:
: THOMPSON LINCOLN - MERCURY INC1000 MERRITT BLVD. BALTIMORE


Comments:
, MD 21222TEL:(410) 282-6300- SA CHRISCRC ADVISED: AFTER REV


Comments:
IEWING THE SITUATION WITH YOUR SERVICE MANAGER, THERE ARE NO


Comments:
WARRANTIES OR OTHER COVERAGE AVAILABLE THAT WOULD PROVIDE A


Comments:
SSISTANCE.  WE SUPPORT THE DECISION MADE BY THE DEALERSHIP.-


Comments:
OBC TO DLR - SA CHRIS- WE CANT FIN ASST CUST- YES HE IS LOY


Comments:
AL AND BEEN COMING HERE FOR YEARS- WE DONT HAVE THE BUDGET T


Comments:
CUSTOMER SAID: -CUST STATES THAT THE EXTERIOR LIGHT DONT STA


Comments:
Y ON-CUST STATES THAT SHES DRIVING DOWN THE HIGHWAY AT NIGHT


Comments:
AND HER LIGHTS SHUT OFF-CUST TOOK HER VEH TO THE DEALERSHIP


Comments:
AND HAD DIAGNOSED AND WAS TOLD THE CONTROL MODULE NEEDS TO


Comments:
BE REPLACED AT ABOUT $400-CUST STATES THAT SHES HAD GRAND MA


Comments:
RQUIS IN THE PAST AND HAS NEVER HAD THIS PROBLEM-VEH IS WITH


Comments:
CUST NOW-VEH WAS AT THE DEALERSHIP LAST WEEK**CUST SEEKING


Comments:
FINANCIAL ASSISTANCE FOR THIS REPAIR**DEALER SAID: FLOYD SHI


Comments:
RLEY FORD - MERCURY, INC.654 BUSINESS HIGHWAY 231 NORTH BRUN


Comments:
DIDGE, AL 36010TEL:(334) 735-3491CRC ADVISED: I AM DOCUMENTI


Comments:
NG YOUR CONCERNS AND YOUR INFORMATION WILL BE SENT TO YOUR D


Comments:
EALERSHIP.  YOUR SERVICE MANAGER  IS IN THE BEST POSITION TO


Comments:
ASSIST AND SHOULD CONTACT YOU WITHIN 4 BUSINESS DAYS.-ADVIS


Comments:
ED CUST OF ABOVE-ADVISED CUST THAT THERE ARE NO OPEN RECALLS


Comments:
ON HER VEH AT THIS TIME-ADVISED CUST OF GENUINESERVICE.COM


Comments:
OR CUSTOMERSASKFORD.COM, CLICK ON RECALLS AND PUT IN HER VIN


Comments:
MRS. KEY CALLED AND SCHEDULED AN APPOINTMENT TO HAVE HER LIG


Comments:
HTING PROBLEM CHECKED OUT. AFTER RUNNING ALL OF THE DIAGNOST


Comments:
IC TEST IT WAS DETERMINED THAT THE LIGHTING CONTROL MODULE W


Comments:
AS BAD. I,CALLED MRS.KEY TO GIVE HER AN ESTIMATE AT A REDUCE


Comments:
D RATE FOR THE REPAIR. MRS.KEY, STATED THAT SHE WOULD HAVE T


Comments:
O FIX IT LATER. SHE CALLED ME BACK ON 11-11-08 TO TELL TO GO


Comments:
AHEAD AND ORDER THE PART NEEDED FOR THE REPAIR .HER CAR IS


Comments:
MRS. (REDACTED) BROUGHT HER CAR IN FOR REPAIR ON 11-17-08. THE CAR


Comments:
HAS BEEN REPAIRED. THE REPAIR WAS MADE AT A DISCOUNTED RATE.


Comments:
= = CCS MIKE X7096 ASSISTING CCS ADDRE X7004= = CCS MIKE X70


Comments:
CUSTOMER SAID:  - BEST CONTACT NUMBER IS HOME PHONE: (REDACTED)


Comments:
- ALTERNATE PHONES = CALLER'S CELL: 410-353-8065 OR WI


Comments:
FE'S (OWNER) CELL: (REDACTED) - 1. LOW BEAM HEADLIGHTS DO


Comments:
NOT ALWAYS WORK. - HAVE GONE OUT ON THREE DIFFERENT OCCASION


Comments:
S, BUT THEN THEY WORK AT OTHER TIMES. - CUSTOMER HAS TO DRIV


Comments:
E WITH HIGH BEAMS ON, WHICH CAN BE VERY DANGEROUS AND INCONS


Comments:
IDERATE TO OTHER DRIVERS. - HAS BEEN TO DLR ON 10/13. - PICK


Comments:
ED UP VEH ON 10/16. - DLR UNABLE TO DUPLICATE. - SEEKING SUC


Comments:
CESSFUL REPAIR.DEALER SAID:  - PRINCE FREDERICK FORD, INC.RO


Comments:
UTES 4 AND 231 PRINCE FREDERICK, MD 20678TEL:(301) 855-1739


Comments:
- DAN, SA - UNABLE TO DUPLICATE.CRC ADVISED: I WILL ESCALATE


Comments:
THIS TO OUR CUSTOMER CARE SOLUTIONS TEAM.  A SPECIALIST WIL


Comments:
L CONTACT YOU WITHIN 2 BUSINESS DAYS. - BEST CONTACT NUMBER


Comments:
IS HOME PHONE: (REDACTED) - ALTERNATE PHONES = CALLER'S CE


Comments:
LL: (REDACTED) OR WIFE'S (OWNER) CELL: (REDACTED)


Comments:
VEHICLE WAS KEPT FOR 3 DAYS IN ATTEMPT TO DUPLICATE ISSUE,NE


Comments:
VER HAPPENED,SERVICE DEPT WILL BE MORE THAN HAPPY TO REPAIR


Comments:
VEHICLE IF CONCERN IS DUPLICATED AND IS AWARE OF CUSTOMER SA


Comments:
=CCST TREVOR EXT 7122=YEAR: 2005 MODEL: GRAND MARQUIS WSD: 2


Comments:
005-05-06 ODOMETER: 53000 MI =CHECKED AWS FOR PREVIOUS REPAI


Comments:
RS=CHECKED GCQUIS FOR HOTLINE CONTACT=ESP 72/100,000 PREMIUM


Comments:
CARE W/ROADSIDE ASSIST =OBC TO CUST JAIME RIVERA AT 41058611


Comments:
45 NO ANSWER LEFT VM. AT (REDACTED) SPOKE CUST MR (REDACTED)=


Comments:
ADVISED REASON FOR CALLING=CUST SAYS THEY ARE NOW HAVING PRO


Comments:
BLEM WITH HIGH BEAMS =CUST SAY HE DROVE VEH AND HAD LIGHT IN


Comments:
MANUAL AND DID NOT HAVE ANY PROBLEMS=CUST SAYS ITS HIS WIFE


Comments:
'S VEH AND DOES NOT KNOW WHEN SHE COULD GET VEH BACK AT DLRS


Comments:
HIP=CUST ASKED FOR REP TO LEAVE CCS CALLBACK INFO ON CUST HO


Comments:
ME #=ADVISED CUST CCS CONTACT ALREADY LEFT ON VM=SET F/U WIT


Comments:
H CUST FOR 10/22 BY 5PM EST TO VERIFY APPOINTMENT SET


Comments:
=CCST TREVOR EXT 7122=RECIEVED VM FROM CUST IN REGARD TO VEH


Comments:
=OBC TO CUST MRS ANGELINE T RIVERA AT 4103537611 SPOKE WITH


Comments:
CUST=ADVISED REASON FOR CALLING=ADVISED CUST FOR DLRSHIP TO


Comments:
FIX REPAIRS UNDER WARRANTY DLRSHIP WOULD NEED TO VERIFY CONC


Comments:
ERNS=ADVISED CUST THAT THE DLRSHIP GUIDELINES SAY THEY WOULD


Comments:
NEED TO VERIFY PROBLEM FOR  ESP OR ANY FMC WARRANTY REPAIRS


Comments:
=CUST SAYS SHE WILL TAKE VEH INT0 DLRSHIP 10/22=ADVISED WILL


Comments:
=CCST TREVOR EXT 7122=OBC TO DLRSHIP SPOKE WITH SM RICH=WORK


Comments:
ING WITH HOTLINE FOR NEXT STEPS=OBC TO CUST JAIME RIVERA AT


Comments:
4105861145 SPOKE WITH CUST =ADVISED REASON FOR CALLING=ADVIS


Comments:
EDDLRSHIP HAS NOT NOT BEEN ABLE TO DUPLICATE CONCERNS=ADVISE


Comments:
D DLRSHIP SM WILL BE CONTACT FORD ENGINEERING DEPT FOR ADVIS


Comments:
ED=CUST WANTS TO KNWO ABOUT RENTAL VEH=ADVISED CUST TO SPEAK


Comments:
WITH SM RICH ABOUT LOANER/RENTAL VEH=SET F/U WITH CUST FOR


Comments:
FINALLY WERE ABLE TO DUPLICATE CONCERN AND DIAG AS LIGHTING


Comments:
CONTROL MODULE WHICH WAS COVERED ESP,REPLACED COMPONENT AND


Comments:
=CCST TREVOR EXT 7122=OBC TO CUST JAIME RIVERA AT 4105861145


Comments:
SPOKE WITH MR.(REDACTED)=CUST IS NOT SATISFIED WITH RENTAL THR


Comments:
U=SATIS WITH REPAIRS TO VEH=ADVISED SHOULD CUST HAVE ANY OTH


Comments:
ER CONCERNS WITH VEH TAKE INTO DLR FOR DIAGNOSIS=CASE CLOSED


Comments:
CUSTOMER SAID: -THE LIGHTS WOULD TURN OFF INTERMITTENTLY WHI


Comments:
LE DRIVING WITH OUT THE CUSTOMER TOUCHING THE SWITCH-THIS ST


Comments:
ARTED OCCURING A COUPLE DAYS AGO-HAS NOT BEEN TO A DEALER-OT


Comments:
HER GRAND MARQUIS DRIVERS HAVE TOLD THE CUSTOMER THIS IS A C


Comments:
OMMON CONCERN WITH THE GRAND MARQUIS-CUST LOOKING TO SEE IF


Comments:
THIS IS COVERED UNDER THE WARRANTY-ASKED IF THIS BECOMES A R


Comments:
ECALL, CAN HE GET HIS MONEY BACKDEALER SAID: -MIDWAY FORD440


Comments:
0 SOUTH ARCHER AVENUE CHICAGO, IL 60632TEL:(773) 847-7200CRC


Comments:
ADVISED: I HAVE REVIEWED IF ANY AVAILABLE COVERAGES MAY ASS


Comments:
IST IN YOUR REPAIR REQUEST. THERE IS NO ACTIVE  ESP TO COVER


Comments:
THE PART OR THE REPAIR AND THE VEHICLE IS OUTSIDE OF ANY AP


Comments:
PLICABLE WARRANTY.-ADVISED OF THE PARTS AND SERVICE WARRANTY


Comments:
-ADVISED IF THIS BECOMES A RECALL, HE CAN SUBMIT RECIEPTS FO


Comments:
CUSTOMER SAID: -CUST HAS VEH 1.  HEADLIGHTS NOT WORKING PROP


Comments:
ERLY -WHILE DRIVING AT NIGHT THE HEADLIGHTS CUT OUT -LAST FR


Comments:
IDAY 12/14/07 WHILE DRIVING TO TOWN THE LIGHTS WENT OUT TWO


Comments:
TIMES DURING THIS TRIP-THIS ALSO OCCURRED TWO OTHER TIMES-WA


Comments:
NT TO KNOW IF THIS IS A KNOWN CONCERN-WANT TO KNOW IF THIS I


Comments:
S A BAD PART-THE PART WAS ON ORDER AND THE COST IS $486-THIS


Comments:
SHOULD HAVE LASTED MORE THAN TWO AND HALF YEARSDEALER SAID:


Comments:
-THE LIGHTING MODULE NEEDS TO BE REPLACEDCRC ADVISED: WE RE


Comments:
G DEALERSHIP.-ADVISED OF NEW PART WARRANTY 12/12000 -ADVISED


Comments:
NO RECALLS, CSP, OR TSBS THAT REFER TO LIGHTING SYSTEM FOR


Comments:
2005 GRAND MARQUIS -ADVISED SERVICE DEPT WOULD BE ABLE TO AD


Comments:
VISE IF THIS IS A KNOWN CONCERN TO THEM BECAUSE THEY WORK ON


Comments:
CUSTOMER SAID: 1. HEADLIGHTS WOULD GO OUT WITH OUT WARNING--


Comments:
HAPPEN TWICE LAST WEEK AND THEN AGAIN LAST NIGHT--VEH HAS NO


Comments:
T BEEN TO A FORD DLR YET ABOUT THIS--CUST CALLED THE DLRSHP


Comments:
AND THEY RECOMENDED TO BRING THE VEH INTO THE DLRSHP--CUST I


Comments:
S SEEKING TO HAVE THIS DOCUMENTEDDEALER SAID: ALBUQUERQUE LI


Comments:
NCOLN - MERCURY7300 LOMAS BLVD ALBUQUERQUE, NM 87110TEL:(505


Comments:
) 260-2200CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR BE P


Comments:
ERFORMED BY A FORD/LINCOLN MERCURY DEALERSHIP.I HAVE DOCUMEN


Comments:
TED YOUR COMMENTS AND I WILL FORWARD A COPY TO YOUR SERVICIN


Comments:
G DEALERSHIP OF YOUR CHOICE.  PLEASE CONTACT THE DEALERSHIP


Comments:
TO SCHEDULE A SERVICE APPOINTMENT.   PLEASE BE ADVISED A DIA


Comments:
GNOSTIC FEE MAY BE CHARGED.    IF ADDITIONAL ASSISTANCE IS R


Comments:
EQUIRED, WE SUGGEST YOU CONTACT THE SM/CRM. THEY WILL FURTHE


Comments:
R ASSIST IN FACILITATING YOUR SERVICE/REPAIR NEEDS.I JUST WA


Comments:
NT TO CONFIRM, YOUR NEXT STEPS ARE TO DISCUSS THIS REPAIR WI


Comments:
TH YOUR S/M AT YOUR SERVICING DEALERSHIP.


Comments:
CUSTOMER SAID: 1.HEADLIGHTS SHUT WHILE DRIVING DOWN ROAD -HA


Comments:
PPENED TWO NIGHTS IN A ROW ON FRI AND SAT NIGHT 11/7/08 AND


Comments:
11/8/08-TOOK TO DLR THIS MORNING -NEEDS A NEW MODULE AND WIL


Comments:
L COST $700 FOR REPAIRS -HAS HAD THIS PROBLEM FOR MONTHS AND


Comments:
DLR WAS NOT ABLE TO FIND IT UNTIL NOW -VEH IS AT DLRSHP NOW


Comments:
-CUST IS SEEKING IF HIS EXTENDED POWERTRAIN WOULD COVER THE


Comments:
REPAIRDEALER SAID: -NONEBEECHMONT FORD INC.600 OHIO PIKE CI


Comments:
NCINNATI, OH 45245TEL:(888) 261-8619CRC ADVISED: I HAVE REVI


Comments:
EWED IF ANY AVAILABLE COVERAGES MAY ASSIST IN YOUR REPAIR RE


Comments:
QUEST. THERE IS NO ACTIVE  ESP TO COVER THE PART OR THE REPA


Comments:
IR AND THE VEHICLE IS OUTSIDE OF ANY APPLICABLE WARRANTY.***


Comments:
***-ADVISED CUST THAT BTB COVERAGE WAS 3/36 WHICH INCLUDED P


Comments:
OWERTRAIN -CAN CHECK FOR RECALLS ON WWW.GENUINESERVICE.COM


Comments:
CUSTOMER SAID: 1. LIGHTS GO OFF- HEADLIGHTS- DROVE ONE TIME


Comments:
WHEN THIS HAPPENED- NEEDS TO HOLD BRIGHTS ON TO SEE, UNTIL T


Comments:
HE REGULAR LIGHTS COME BACK ON- WANTS TO FIND OUT IF THERE I


Comments:
S AN OPEN RECALL ON VEH- DOESN'T LIVE CLOSE TO ANYTHING- THE


Comments:
RE IS A FIRESTONE PLACE NEARBY- THERE IS A DLRSHP IN MURPHY*


Comments:
** AFTER RESOLUTION CUST STATES:- HOW DO I KNOW I CAN TRUST


Comments:
THE DLRSHP?- IS ANYONE AVAILABLE TO GIVE INFORMATION ON THIS


Comments:
CONCERN BEFORE I GO TO THE DLRSHIP, SO I KNOW THEY ARE BEIN


Comments:
G HONEST WITH ME?- STATES THAT THIS HAS BEEN NO HELPDEALER S


Comments:
AID: - KING FORD88 BUTLER MOUNTAIN ROAD MURPHY, NC 28906TEL:


Comments:
(828) 837-2121CRC ADVISED: WE RECOMMEND YOUR SERVICE/REPAIR


Comments:
THAT THE DLRSHPS ARE OUR BEST RESOURCE AND HAVE THE TECHNICA


Comments:
L RESOURCES TO RESOLVE CONCERN- ADVISED CUST THE THE DLRSHP


Comments:
HAS FACTORY TRAINED TECHNICIANS THAT WOULD BE THE BEST CONTA


Comments:
CT WITH TECHNICAL QUESTIONS IN THIS REGARD


Comments:
CUSTOMER SAID: -VEH BEEN TO DLR 3 TIMES FOR SAME CONCERN-CON


Comments:
CERN STILL PRESENT-ALL THE LIGHTS GO OUT WHILE DRIVING-THIS


Comments:
HAS BEEN HAPPENING SINCE THE FIRST MONTH OF HAVING VEH-HAPPE


Comments:
NS RANDOMLY ALL OF SUDDEN -HEAD LIGHTS AS WELL AS DASH AND E


Comments:
VERYTHING GO OUT AT THE SAME TIME-HALF A MILE LATER THEY'LL


Comments:
COME BACK ON BY THEMSELVES-I TOLD STEVE AT DLRSHP WHEN THE D


Comments:
ASH LIGHTS GO OUT THE HEAD LAMPS GO OUT WITH THEMDEALER SAID


Comments:
: BEAMAN LINCOLN - MERCURY2300 FRANKLIN ROAD NASHVILLE,  TN


Comments:
37204TEL: (615) 383-8080CRC ADVISED: WE RECOMMEND YOUR SERV


Comments:
ICE/REPAIR BE PERFORMED BY A FORD/LINCOLN MERCURY DEALERSHIP


Comments:
.I HAVE DOCUMENTED YOUR COMMENTS AND I WILL FORWARD A COPY T


Comments:
O YOUR SERVICING DEALERSHIP OF YOUR CHOICE.  PLEASE CONTACT


Comments:
THE DEALERSHIP TO SCHEDULE A SERVICE APPOINTMENT.   PLEASE B


Comments:
E ADVISED A DIAGNOSTIC FEE MAY BE CHARGED.    IF ADDITIONAL


Comments:
ASSISTANCE IS REQUIRED, WE SUGGEST YOU CONTACT THE SM/CRM. T


Comments:
HEY WILL FURTHER ASSIST IN FACILITATING YOUR SERVICE/REPAIR


Comments:
NEEDS.---------OBC TO DLR:-SRV ADV STEVE-CUST HAS BEEN IN TW


Comments:
ICE FOR DASH LIGHTS GOING OUT-ONLY ONCE FOR HEAD LIGHTS -CUS


Comments:
T CALLED AND SAID HEAD LIGHTS WENT OUT THE OTHER NIGHT SINCE


Comments:
HE WAS HERE -TOLD HIM TO BRING IT BACK HERE FIRST THING IN


Comments:
THE MORNING SO WE COULD LOOK AT IT-HE ASKED FOR THE CRC NUMB


Comments:
ER------------ADVISED CUST:-REPAIR HISTORY INDICATES VEH HAS


Comments:
HAD DASH WORKED ON TWICE BUT HEAD LAMPS ONLY ONCE-APOLOGIZE


Comments:
D FOR THE INCONVENIENCE OF NOT HAVING VEH CONCERN YET FIXED-


Comments:
WILL CLARIFY IN NOTES THAT BOTH SYMPTOMS BELONG TO SAME CONC


Comments:
ERN TO SEE IF THEY CAN FIND A  REPAIR THAT WILL BE MORE EFFE


Comments:
CTIVE-PLEASE TAKE VEH TO DLRSHP ONCE AGAIN FOR SERVICE-IF CO


Comments:
NCERN IS STILL PRESENT AFTER THAT CALL US AGAIN


# t_M3_Header(REDACTED BY ODI)

Reason_Descrip:
WARRANTY - REPAIR MUST BE PERFORMED AT F/LM


Reason_Descrip:
DEALERSHIP - UNABLE TO DUPLICATE CONCERN


Reason_Descrip:
AWA - W/N CRITERIA, REQUEST AWA PRIOR REPAIR


Reason_Descrip:
AWA - W/N CRITERIA, REQUEST AWA AFTER REPAIR


Reason_Descrip:
MISC INQUIRY - FORD MOTOR COMPANY FEEDBACK


Symptom_Descrip:
LIGHTING SYSTEM EXT. LIGHTING TURN SIGNALS


# t_M3_Header2(REDACTED BY ODI)

Action_Descrip:
CCS FOLLOW UP W/CUSTOMER - DOC ADDITIONAL INFORMATION


Action_Descrip:
ADVISE CUST THAT INFORMATION WILL BE DOCUMENTED; THANK/APOLOGIZE


Action_Descrip:
ADVISE CUST TO SUBMIT RECEIPTS TO DLR FOR REVIEW


Action_Descrip:
DEALER CAN'T RESOLVE CONCERN IF THEY CAN'T DUPLICATE CONCERN


Action_Descrip:
ADVISE CUSTOMER THE FEEDBACK HAS BEEN DOCUMENTED


Action_Descrip:
THANK CUST FOR THEIR FEEDBACK   INFO WILL BE FORWARDED TO  DLR FO


Action_Descrip:
ADVISE CUSTOMER TO SUBMIT RECEIPTS TO DEALER FOR REVIEW


Action_Descrip:
ADVISE CUST VEHICLE IS BEYOND WARRANTY; NO ASSISTANCE


Action_Descrip:
CCST AGREES CONCERN RESOLVED - CASE CLOSED


Action_Descrip:
ADVISE CUSTOMER INFORMATION WILL BE FORWARDED TO THE DEALERSHIP


Action_Descrip:
AWA P01 REQUEST - AWA REPAIR/PARTICIPATION INFORMATION


Action_Descrip:
PROVIDE INFORMATION ACCORDING TO PHRASEOLOGY


Action_Descrip:
TIER II ESCALATION - UNABLE TO DUPLICATE


Action_Descrip:
DEALER CAN'T RESOLVE CONCERN IF THEY CAN'T DUPLICATE THE CONCERN


Action_Descrip:
AWAITING ASSISTANCE - CUSTOMER SERVICE MANAGER


Action_Descrip:
ADVISE CUSTOMER TO CONTACT LOCAL DEALERSHIP


Action_Descrip:
ADVISE CUSTOMER NO REIMBURSEMENT ASSISTANCE


Action_Descrip:
CUSTOMER FOCUS - SUPPORT PREVIOUS DECISION RENDERED


Action_Descrip:
ICCD INFORMATION ONLY, NO ACTION REQUIRED


Action_Descrip:
ADVISE INFO WILL BE SENT TO DLR; CONTACT CRM


Action_Descrip:
ADVISE CUSTOMER VEHICLE MUST BE DIAGNOSED BY A FORD/LINCOLN/MERCU


Action_Descrip:
CORRECTION OF INFORMATION IN PREVIOUS ACTION


Action_Descrip:
REIMBURSEMENT MADE FOR ESP COVERED REPAIR


Action_Descrip:
AWA P01 REQUEST - PROVIDE ADDITIONAL INFORMATION


Action_Descrip:
THANK CUST FOR THEIR FEEDBACK, COMMENTS WILL BE FORWARDED TO THE


Action_Descrip:
CUSTOMER FOCUS - MADE CONTACT/PROVIDED RESOLUTION


