I took my Thunderbird in on two separate occasions...

I took my Thunderbird in on two separate occasions this past year for diagnosis, both times I was given information that didn't help me know how best to proceed to resolution of the problem. After complaining about it, the Service Manager was able to figure out what changes were needed inside the shop to better communicate the technical issues, and kindly refunded my (mis-)diagnosis fee.

I appreciate the sensitivity and thoroughness taken in their understanding my concern, and in taking ownership of the problem so other customers experience each time is top notch. Which means I'll be back in future when my vehicle needs help beyond what I can sort out on my own.