Comeback (Repeat Repair) Handling

1. Comeback summary

Vehicle: 2016 Ford Escape, 113,310 miles today (3/27)

Timeline:

• 3/4 at 112,480 miles: customer complaint was overheating. Alton replaced the water pump and thermostat, pressure tested the cooling system (no leaks), bled the air, and road tested for 15 minutes with no issues. Charged $1,046.32.
• 3/26: customer says the temperature gauge climbed on the highway, then came back down.
• 3/27: vehicle returned. 23 days and 830 miles since the repair.

Type: Same symptom, same system. This could mean the repair did not fix the cause, or there is a second problem.

Possible causes (none confirmed):

• Air still trapped in the cooling system
• A cooling fan or fan control problem, since Alton's notes do not mention the fan
• A restriction or other fault elsewhere in the cooling system
• A new part that is not performing as it should
• A fault that only shows up under highway load, which a 15 minute road test may not have reproduced

Warranty: your paperwork says 12 months or 12,000 miles on parts and labor, whichever comes first. This repair is inside both limits based on the dates and mileage you gave. Please confirm how your paperwork words it before you tell the customer anything about coverage.

2. Recheck plan

1. Do not drive the vehicle until it has been checked. Overheating can lead to engine damage, so treat this as urgent.
2. Check the coolant level and condition with the engine cold. Record what you find.
3. Check that the cooling fan comes on and runs as expected, and record it, since the original notes are silent on it.
4. Confirm the system is free of trapped air and holds pressure. Record the readings.
5. Watch the temperature with a scan tool during a longer drive, ideally at highway speed, to try to repeat what she described. Record the temperatures.
6. Consider having a second technician look at it alongside Alton, so the check is thorough and fair to everyone.
7. Write down the cause once found, before any repair starts.

3. Customer message

Text or email:
"Hi Mrs. Arias, thank you for bringing the Escape in right away. Overheating is something we take seriously, so please don't drive it until we've checked it out. We're going to look at the cooling system and test it the way you described, on a longer drive. We'll call you by [time the owner confirms] with what we find. We want to get this sorted out for you."

Phone script if she is upset:
"I understand, and I'd be frustrated too. I'm not going to guess about the cause. We'll check it properly, and I'll call you by [time the owner confirms] with what we find and what the next step is. Until then, please keep the car parked."

Do not mention who pays until the recheck is done and you've decided. If she asks, say: "Once we know the cause, I'll go over everything with you."

Cost handling to decide (your call): we recommend no charge for the recheck itself. The repair is well inside your warranty terms and the symptom matches the original complaint, so it protects the customer's trust while you find the cause. If the cause turns out to be a separate failure, you can then decide how to price it.

4. Internal file note
"3/27 comeback. 2016 Escape, 113,310 mi. Original repair 3/4 at 112,480 mi (water pump, thermostat, $1,046.32, tech Alton). Customer reports gauge climbed on highway 3/26, then dropped. Inside shop warranty terms by dates and miles. Fan operation not documented on original. Recheck: [start date and tech, owner to fill in]. Cause: pending. To do: tell customer not to drive the vehicle until checked. Next update to customer: [time]."

Follow-ups:

• Tell Mrs. Arias not to drive the vehicle until it has been checked, then note in the file that she was told
• Call Mrs. Arias with findings, even if the answer is "still checking"
• Record the confirmed cause and who rechecked
• If the cause was missed or incomplete work in the shop, add a fan check and a longer road test to your cooling repair checklist
• Confirm any warranty or consumer rules locally if the customer disputes coverage