Mr. Barbour,

It's with great pleasure that I write to complement your Ford Diesel Service Team especially Lee Fowler for a job well done.  

 I live in Wilmington, but have a second home in Crawford ,WV. While traveling to WV May 22, 2009 pulling my farm tractor I experienced a break away condition on a hillside having no transmission hold back. Fortunately the trailer being pulled was new with excellent brakes. The vehicle condition deteriorated and I started experiencing a body shutter vibration as I pulled the mountain grades. Since it was 10PM at night I completed the trip with caution.

 Tuesday morning May 22nd I drove to Jenkins Ford in Buchannon, WV. Dennis Crawford their service adviser tried to diagnosis my concern but was no able to successfully troubleshoot the problem with computer assisted diagnoses. I requested the assistance of a mechanic but was refused due to an overwhelming backlog of vehicle being repaired. They told me it would be mid June before a mechanic could work on my truck.

 I also expressed concerns that my extended Premium Care warranty was set to expire June 7, 2009 and I had planned to spend two week at my home in WV. While at their dealership I called Ford Customer Service and explain my deli-ma. They were understanding but suggested that  follow-up with area dealers and informed me the vehicle had to be under repair before the warranty expired to be covered. They also suggested that if I had no success with local repair that I return to Wilmington, NC for service. Wednesday May 23rd I contacted three local dealers, Michael Motors of Gassaway ,WV Wilson Ford of Fairmont, and of Clarkburg, WV. who all turned me down for service based on their backlog.

 I then decided to call Lee Fowler, in disbelief that I was having so much trouble. Lee's exact words over the phone was "there is no way I would treat a customer stranded that way" and told me to try to make it home and he would start repairs on Monday June 1st. If I broke down I would be pulled to the nearest dealer so reluctantly after two more calls to Jenkins on Wednesday and Thursday I decided to travel home.

 Lee and Arie started work promptly on Monday June 01,2009, diagnosed a bad number 8 injector, bad upper and lower ball joints and post a transmission  filter change and inspection a major transmission issue that supported the loss of transmission hold-back currently being repaired. Judging from the volume of vehicles at your location I know my situation was taking into consideration for an urgent repair. The effeciecy of repair was an indication of knowledge and expertise of Ford diesel products not experienced in WV.

 Customer satisfaction is key to return loyalty of  products purchased. Being apart of a Malcolm Baldridge campaign with Corning Inc. I learned early in my career the value of Error Free Work ,Quality in all we do, and doing it Right the fist time to maintain a competitive customer base. Lee's team should be used as an example for other dealers to follow. Especially when American loyalty has shifted to foreign products. Personally I try to buy American, but regret having to change my plans and the expense of a trip gone bad because I could not get my vehicle effeciently serviced locally in WV.

  I ask Lee for your E-mail that I might take the time out of my busy schedule to say thanks for a job well done. Please feel free to pass this letter on to Ford Customer Service in hopes they will appreciate and recognize how your team professionally closed Case # 0435402233.

 Also please forward to LEE and Ariy I guessed at their E-mail address.

 Sincere appreciation,

Daniel Skinner, Jr.