1996 FORD AEROSTAR Owners Manual

245
Customer Assistance
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Roadside Assistance
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[HS00210(ALL)08/95]
Ford Motor Company has set up a 24-hour,
seven-day-a-week hotline with trained operators
who put you in touch with the help you need if
you experience a problem with your vehicle.
This complimentary service is provided to you
throughout your warranty period of 3 years or
36,000 miles (60,000 km), whichever comes first.
To purchase Roadside Assistance coverages
beyond this period (available through Ford Auto
Club in the United States or Ford and
Lincoln-Mercury dealers in Canada), contact
your Ford or Lincoln-Mercury dealer.
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Roadside Assistance will cover the following:
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q
Mount your spare if you have a flat tire.
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q
Jump-start your battery if it is dead.
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q
Unlock your vehicle if you are locked out.
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[HS00235(ALL)06/94]
q
Bring you fuel if you run out.
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[HS00240(ALL)06/94]
q
Tow your vehicle if you are stranded. Even
non-warranty related tows, like accidents or
getting stuck in mud or snow, are covered
(some exclusions apply, such as impound
towing and repossession).
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How to use Roadside Assistance
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Your Roadside Assistance identification card can
be found in the Owner Guide portfolio in your
glove compartment. Complete the card and place
it in your wallet for quick reference.
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To receive roadside assistance in the United
States call 1-800-241-FORD (in Canada call
1-800-665-2006).
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[HS00260(ALL)04/95]
Should you need to arrange for roadside
assistance yourself, Ford Motor Company will
reimburse the reasonable cost. To obtain
information about reimbursement call
1-800-241-FORD (in Canada call 1-800-665-2006).
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[HS00300(ALL)01/95]
If You Have a Service Problem
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Ford Motor Company has authorized Ford and
Lincoln-Mercury dealerships that can service
your vehicle for you. This chapter tells you how
to get service or maintenance for your vehicle.
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Service/Maintenance Concerns
(U.S. or Canada)
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[HS00600(ALL)04/95]
Ford recommends taking your vehicle to your
selling dealer who wants to ensure your
continued satisfaction. You may, however, take
your vehicle to any authorized Ford or
Lincoln-Mercury dealer. In most cases, your
dealer will be able to resolve your concern.
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[HS00700(ALL)04/95]
If you are not satisfied with the service you
received from your dealership's service
department, talk to the service manager at the
dealership, or if you still are not satisfied, talk to
the owner or general manager of the dealership.
In most cases, you will have your concern
resolved at this level.
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247
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If you are away from home when your vehicle
needs to be serviced, or if you need more help
than the dealer gave you, contact the Ford
Customer Assistance Center to find an
authorized dealership that may be able to help.
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If you live in Canada and have any questions or
concerns that the dealership cannot answer,
contact the Customer Assistance Centre.
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To process your request, the Ford Customer
Assistance Center needs the following
information:
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q
your telephone number (both business and
home)
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[HS01400(ALL)04/95]
q
the name of the dealer and the city where the
dealership is located
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[HS01500(ALL)03/95]
q
the year and make of your vehicle
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[HS01550(ALL)03/95]
q
the date purchased
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[HS01600(ALL)03/95]
q
the current mileage on your vehicle
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[HS01700(ALL)03/95]
q
your Vehicle Identification Number (VIN)
(listed on your owner card)
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248
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If you have any questions or concerns that the
dealership cannot answer, contact the Customer
Assistance Center.
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[HS02200(ALL)03/95]
If you still have a service or product complaint,
you may wish to contact the Dispute Settlement
Board (U.S. only) or the Canadian Motor Vehicle
Arbitration Plan (CAMVAP) in Canada.
%
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The Dispute Settlement Board
(U.S. Only)
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The Dispute Settlement Board is a voluntary,
independent dispute-settlement program
available free to owners or lessees of qualifying
Ford Motor Company vehicles.
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[HS02500(ALL)01/95]
The Dispute Settlement Board may not be
available in all states. Ford Motor Company
reserves the right to change eligibility
limitations, modify procedures and/or to
discontinue this process at any time without
notice and without incurring obligations.
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[HS02600(ALL)01/95]
What Kind of Cases Does the Board
Review?
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The Board reviews unresolved warranty
performance complaints on Ford, Mercury and
Lincoln cars and Ford and Mercury Light Trucks
under warranty that have not been resolved by a
dealer or Ford Motor Company.
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The Board does not review issues involving:
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[HS02800(ALL)01/95]
q
A non-Ford product
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[HS02900(ALL)01/95]
q
A non-Ford dealership
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q
A vehicle sales transaction
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[HS03200(ALL)01/95]
q
A request for reimbursement of consequential
expenses unless incidental to a service or
product complaint being reviewed
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249
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q
Items not covered by your warranty
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q
Alleged liability claims
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q
Property damage where such damage is
significant when compared to the economic
loss alleged under the warranty dispute
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[HS03500(ALL)01/95]
q
Cases currently in litigation
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q
Vehicles not used primarily for personal,
family, or household purposes
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NOTE: Complaints involving vehicles on
which applicable express written new
vehicle warranties have expired at
receipt of your application are not
eligible. Eligibility may differ
according to state law. For example, see
the unique brochure for California
purchasers/lessees.
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How Does the Board Work?
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The Board has four members:
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[HS03900(ALL)04/95]
q
three consumer representatives
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q
a Ford or Lincoln-Mercury dealer
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Consumer candidates for Board membership are
recruited and trained by an independent
consulting firm. Dealers are chosen because of
their business leadership qualities.
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If the involved vehicle is within 36 months and
36,000 miles of the date of delivery (warranty
start date), you have a right to make an oral
presentation before the Board by indicating your
choice on the application. Also, oral
presentations may be requested by the Board. A
decision is made by the Board by simple
majority vote.
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Board members review all the materials related
to each complaint and, based on the available
information, arrive at a fair and impartial
decision. Decisions are based on the written
statements and any oral presentations made by
each of the involved parties.
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Because the Board usually meets only once a
month, some cases will take longer than 30 days
to be reviewed. The Board will make every
effort to resolve each case within 40 days after it
receives the customer application form.
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After your case has been reviewed, the Board
will mail you its decision in writing. It will also
provide you with a form to indicate your
acceptance or rejection of an award decision. The
decisions of the Board are binding on the dealer
and Ford, but customers may have other options
available to them under state or federal law.
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The decisions of the Board, however, may be
introduced into evidence by any party in
subsequent legal proceedings that may be
initiated.
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How Do You Contact the Board?
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Write to the Board at the following address to
request a brochure/application. You will be sent
a brochure and a one-page customer application
form. The form should be completed and mailed
to the same address.
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[HS04900(ALL)02/93]
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What is the Review Process?
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Your application will be reviewed and if it is
determined to be eligible, you will receive an
acknowledgment indicating the file number
assigned to your application and the local Board
address. At the same time, your dealer and Ford
Motor Company representative are asked to
submit statements.
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[HS05300(ALL)04/95]
To review your case properly, the Board needs
the following information:
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[HS05400(ALL)04/95]
q
legible copies of all documents and
maintenance or repair orders that relate to
the case
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[HS05500(ALL)08/95]
q
the year, make, model, and vehicle
identification number (VIN)
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[HS05600(ALL)04/95]
q
the date you bought your vehicle
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[HS05700(ALL)04/95]
q
the date of repair and the mileage at the time
of repair
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[HS05800(ALL)04/95]
q
the current mileage
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[HS05900(ALL)04/95]
q
the name of the dealer who sold you the
vehicle or who serviced your vehicle
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[HS06000(ALL)04/95]
q
a brief description of your unresolved
complaint
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[HS06100(ALL)05/95]
q
a brief summary of actions that were taken
with the dealer and Ford Motor Company
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[HS06200(ALL)05/95]
q
the names (if known) of all people you
contacted at the dealership
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[HS06300(ALL)04/95]
q
a description of the action you want done to
resolve your concern.
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[HS06305(ALL)07/95]
Should your application NOT qualify for review,
an explanation will be mailed to you.
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[HS06310(ALL)04/95]
Ford of Canada does not have a Dispute
Settlement Board. If you have a problem that
cannot be resolved by an agreement among you,
Ford of Canada, and the Ford dealer, contact the
Canadian Motor Vehicle Arbitration Plan
(CAMVAP). In many areas of Canada, CAMVAP
will help resolve the problem and, if necessary,
will arrange for the matter to be arbitrated.
%
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Reporting Safety Defects
(U.S. Only)
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If you believe that your vehicle has a defect
which could cause a crash or could cause injury
or death, you should immediately inform the
National Highway Traffic Safety Administration
(NHTSA) in addition to notifying Ford Motor
Company.
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If NHTSA receives similar complaints, it may
open an investigation, and if it finds that a
safety defect exists in a group of vehicles, it may
order a recall and remedy campaign. However,
NHTSA cannot become involved in individual
problems between you, your dealer, or Ford
Motor Company.
*
[HS06380(ALL)01/95]
To contact NHTSA, you may either call the Auto
Safety Hotline toll-free at 1-800-424-9393 (or
366-0123 in the Washington, D.C. area) or write
to: NHTSA, U.S. Department of Transportation,
400 Seventh Street, Washington D.C. 20590. You
can also obtain other information about motor
vehicle safety from the Hotline.
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