Attachment 2 - Customer Letter - Ford and Mercury
Mr. John Sample March, 1990123 Main Street
Anywhere, US 12345
Ford Motor Company is offering a no-charge Service Program (B89) for transmissions in certain 1989 and 1990-Model (Crown Victoria or Grand Marquis) cars. Our records indicate that you own the following described vehicle:
Vehicle Description:
Serial Number:
REASON FOR THIS PROGRAM
The automatic transmission in your car could experience unsatisfactory 3rd to overdrive gear engagement. If left uncorrected, this could lead to loss of the overdrive gear.
WHAT YOU SHOULD DO
Telephone your Ford or Lincoln-Mercury dealer. Mention this letter, Service Program B89, and ask if service parts are available. It is important that you telephone your dealer as soon as possible, because the transmission is more likely to be damaged in hot weather and during prolonged higher speed driving.
WHAT WE WILL DO
Your dealer has been instructed to inspect the transmission to determine what service is necessary. In some cases, inspection of the transmission date code will indicate that no service is required. In most cases, service will be a simple recalibration of the transmission. Although it is highly unlikely, the transmission may need to be replaced if it is damaged.
PROGRAM LIMITATIONS
The no-charge service provided by this program is available through March 1991.
HOW LONG WILL THE SERVICE TAKE?
The inspection and recalibration procedure will take about four hours. Your dealer will, however, need your car for about one full day. If the transmission requires replacement, your dealer will provide you with transportation assistance.
REFUNDS
If you paid to have this service performed prior to the receipt of this letter and as a result of the described condition, your dealer will refund you for this service. For a refund, take the original paid repair order or parts purchase receipt to your Ford or Lincoln-Mercury dealer. The dealer will process your refund. Refunds also cover any deductible charges paid for this condition.
Ford Motor Company is taking this action as part of its ongoing efforts to maintain owner confidence in its products. We appreciate your purchase of our Ford product and hope that this service program serves to assure your continued satisfaction and patronage.