1996 FORD CROWN VICTORIA Owners Manual

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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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In the U.S., contact:
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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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Please have the following information available
when contacting Ford Customer Assistance:
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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)04/95]
q
the year and make of your vehicle
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q
the date purchased
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q
the current mileage on your vehicle
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q
your Vehicle Identification Number (VIN)
listed on your owner card and/or your
vehicle ownership license
[HS01800( ALL)05/95]
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Vehicle Identification Number (VIN/Serial Number)
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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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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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What Kind of Cases Does the Board
Review?
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The Board reviews all product performance and
service 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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q
A non-Ford product
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q
A non-Ford dealership
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q
A vehicle sales transaction
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q
A request for reimbursement of consequential
expenses unless incidental to a service or
product complaint being reviewed
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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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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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three consumer representatives
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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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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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To review your case properly, the Board needs
the following information:
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q
legible copies of all documents and
maintenance or repair orders that relate to
the case
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q
the year, make, model, and vehicle
identification number
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q
the date you bought your vehicle
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q
the date of repair and the mileage at the time
of repair
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q
the current mileage
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q
the name of the dealer who sold you the
vehicle or who serviced your vehicle
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q
a brief description of your unresolved
complaint
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q
a brief summary of actions that were taken
with the dealer and Ford Motor Company
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q
the names (if known) of all people you
contacted at the dealership
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q
a description of the action you want done to
resolve your concern.
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Should your application NOT qualify for review,
an explanation will be mailed to you.
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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.
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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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Ford of Canada Customer
Assistance
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Ford Motor Company of Canada, Limited
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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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Canadian Motor Vehicle Arbitration Plan
(CAMVAP)
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If a specific item of concern arises, where a
solution cannot be reached between a vehicle
owner, Ford of Canada, and/or one of its
dealers (that all parties can agree upon), the
owner may wish to use the services offered by
the Canadian Motor Vehicle Arbitration Plan
(CAMVAP).
[HS09300( ALL)05/95]
CAMVAP uses the services of Provincial
Administrators to assist consumers in scheduling
and preparing for their arbitration hearings.
However, before you can proceed with
CAMVAP you must follow your manufacturer's
dispute resolution process as outlined under
ªService/Maintenance Concerns (U.S. or
Canada)º earlier in this chapter.
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