Ford of Canada's "Customer Relationship Centre" - How long should a consumer reasonably expect to get a response from a good corperate citizen when one writes a registered letter to their customer service department?

Ford of Canada's "Customer Relationship Centre" - How long should a consumer reasonably expect to get a response from a good corperate citizen when one writes a registered letter to their customer service department? Ford's Silence Speaks Volumes

[This is a general rant against Ford of Canada's "Customer Relationship Centre" as they so exhaltedly call themselves here in Canada.]

Ford’s Silence Speaks Volumes How long should a consumer reasonably expect to get a response from a good corperate citizen when one writes a registered letter to their customer service department? Any response? Even just a brief sentence to acknowledge the receipt of that letter and that they're looking into it? Well if that

corperation is Ford of Canada, the best response seems to be no response.

It's been over a month now since I wrote them a letter outlining some serious concerns and thank goodness I'm not holding my breath waiting for them to get back to me. It’s an old and tired game that you’d think companies like Ford wouldn’t play anymore, but they do, and their silence speaks volumes. I’m a 71 year old pensioner who takes impeccable care of his 2000 Windstar van.

I put less than 18,000 kms a year of light duty driving on it. I did everything by the book. On May 11th while leaving my driveway the transmission of my vehicle suffered a catastrophic failure. I initially called Ford and no one got back to me.

Then I sent a registered letter to their Customer Relationship Centre. ...Nothing. Shouldn’t it behoove a company like Ford to at least create a file or incident report documenting the receipt of a registered letter? Just what are their protocols in such matters? Also, how would such a flagrant disregard for a consumer's concerns be viewed in a small claims court? Maybe you can get a sentence or two out of

them. I live in hope. Klaus S ----------------------------- (Please find a copy of the registered letter I sent Ford of Canada on May 17th below.) [Please note that the last line about not wanting to "cause Ford of Canada any undue stress or adverse publicity" no longer applies. The gloves are off.] Ford Customer Relationship Centre

The Canadian Road

PO Box 2000

Oakville, ON. L6J 5E4 Klaus S

Etobicoke, ON. M9V 3G8

May 17th, 2004

Vehicle: 2000 Ford Windstar

VIN: 2FMDA5346YBA76838

Odometer Reading: 80,818 kms

Incident: Complete Transmission Failure

I am writing to inform you of a serious incident that occurred with my 2000 Ford Windstar on May the 11th, 2004. An incident that came spontaneously and without warning immediately after backing out of my driveway. First off, let me preface this by giving you some information about the vehicle and my driving habits.

I purchased the 2000 Ford Windstar new from Cruickshank Motors in November 1999.

This vehicle was leased for 3 years after which I decided to purchase it. I did this because as the sole owner of the automobile I knew its history. I have always meticulously adhered to Ford’s own prescribed maintenance schedule as outlined in the vehicle’s service manual. This automobile wasn’t just transportation, it was an investment. The type of driving I do could easily be described as average to light duty. I drive approximately 18,000 kms or less a year. I have never placed any undue mechanical stresses on this vehicle nor was there ever any indication that it was operating marginally or under some strained condition that would result in the failure I experienced on May 11th. After having backed out of my driveway I placed the car into drive and then pressed the accelerator. The car briefly moved forward and then I heard a very distinct "thunk" after which the vehicle ceased moving completely. I had to put the car into neutral and push it to the side of the road. With assistance I eventually got it back into my driveway and made arrangements to have the vehicle towed to my

mechanic the following morning. The prognosis the next day wasn’t good. Much to my surprise the transmission in my vehicle had experienced a total failure and at only 80,818 kms (just under 50,000 miles). It is an accepted fact that parts do eventually wear out. However, I think you’d agree that the complete and utter failure of an automatic transmission in a car that has been impeccably maintained, driven less than 18,000 kms a year under optimum driving conditions and with only a total of 80,818 kms on the odometer does not fall within the realm of acceptable industry standards or "normal structural

parameters". One could of course suggest that I am somehow misleading you with my automotive practices. That I have perhaps driven my vehicle in an abusive manner putting undue stress on the engine. Well I can assure you that I have been driving my vehicle like the 71 year old pensioner that I am. If anything, I have been overly protective and devoted to the care and maintenance of my car. So what about the cause? If not "normal" perhaps something "abnormal"? Could there have been something inherently wrong with the structural integrity of my Ford Windstar’s transmission? Based on many of Ford’s own internal TSB’s outlining a number of transmission fixes for the AXOD-E/ AX4S powertrain, well documented reports of anomalies from many customers and various studies by numerous consumer advocacy groups it would appear that I am not the only individual who has experienced these problems. (I can provide you with the documented TSB’s and a number of independent, corroborating incident reports similar to my own.) In so far as not having an extended warranty; it has already been ruled that the absence of one does not exculpate or absolve Ford from liability in the unreasonably premature failure of a major vehicle component (based on normal, acceptable industry standards) with regard to federal and provincial consumer protection statues.

Canadian jurisprudence has already borne this out (see Quebec Small Claims Court, Hull Division, No: 550-32-008335-009). My intention with this letter is not to cause Ford of Canada any undue stress or adverse publicity but to resolve this issue in a prompt and timely manner that is mutually agreeable to both of us. I thank you for your time and look forward to your response.

Sincerely, Klaus S

Klaus S Click this link to e-mail the above consumer: //