This time around, I'd come to the dealership to take a look a my console which wasn't working correctly when I purchased the car. I inquired about the problem at that time. I was told that that was just how it was and it couldn't be fixed. I inquired about it again and I advised Paul that it was already not working when I purchased the car. He asked me did Ford break it. I said yes. He quickly spoke with the director of service and advised me that the entire lid would need to be replaced and it will be completed at "no charge" to me because Ford broke it. He advised me that the part had to be ordered and he would call me as soon as the part got in his hands. This time he did just that. Upon my return to have the part installed, I was in and out in less than 44 minutes. I received excellent service. I left there saying everyone deserves a second chance. I promised Paul at that time that I would give him a better rating this time around. My apologies that it took this long. I thought I didn't receive the survey.