i had the car towed in to bob thomas ford,hamden,ct in the early evening, as it happened after my wife and i came out from having dinner at a nearby restaurant.,i left the car backed up next to the customer service entrance. i filled out the service order with a gentleman in the showroom [ very nice to us ]. i called a relative to pick us to go home. the next morning i drove to hamden about 9:30 to avoid the peek drop off time. i spoke with the service manager [gary] and he told me i had to pay $99.00 for a diagnostic fee. i asked to step outside and he could see the pipe hanging, he refused to do so. no other customers at the counter. i went to the parts department and asked for a printout for my exhaust system which showed it was the converter,the ,parts man stepped outside and could see the pipe hanging. i went to the service manager and told him. he had previously told me even if it was a warranty item i would still have to pay the $99.00 fee.i told him they did not have the converter in stock and i wanted my car repaired, and if necessary i would pay the bill and then take matters into my own hands with DMV. he called late that afternoon that my car would be ready tomorrow at no cost to me .

when i picked up the car i saw on my invoice that they installed a catalytic converter flange service kit per tsb 09-2-10. he did not extend himself to us as customers in any way.i didn't recieve a letter from the dealership or ford motors asking for feedback on my service experience. being the service manager he should be abreast of ford updates or bulletins.