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Chapter 1: A New Car Lemon Story In this case the service writer told Mrs. Jones that the problem could be in the Emission Control System (ECS), and that is what he wrote on the repair order. Always pay close attention to what the service writer puts on the repair order. Didn’t return calls: a common dealer delay. Mrs. Jones called repeatedly for several days.8 Finally the dealership’s personnel told her that she could come and pick up her car. When she asked what the problem was, they told her that they had fixed a vacuum hose. She asked about the air conditioning smell and they told her they had sprayed a special chemical in the air conditioning vent to suppress the odor. She picked up the car and drove home. The excitement and pride of ownership were temporarily restored. Date: 8/04 Days in Shop = 6 Total Days in Shop = 6 Second Visit: Frustrated Five weeks and 2,000 miles later, the problem occurred again: the Check Engine light came on and the car stalled. Now she was afraid to take the car anywhere, knowing she might be stranded. Mrs. Jones called the service center again and asked for an appointment. She was told they were too busy and could not fit her in for another ten days. During those ten days, she added another 1,000 nervous miles to the car, and when she drove her kids, she traded cars with her husband so that they wouldn’t have to risk riding in the defective SUV. Date: 9/15 Mileage = 4,505 When Mrs. Jones finally got to the dealership, she described the problem to the service writer. She reminded him that this was the second time she had brought the car in for the same thing. She also reported that the air conditioning still smelled awful. Mrs. Jones told them about her son’s asthma, and that he had several times had attacks in the car.

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