1996 FORD E SERIES service

259
Customer Assistance
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Roadside Assistance
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[HS00210( ALL)06/95]
Ford Motor Company has set up a 24-hour,
seven-day-a-week hotline with trained operators
that 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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Jump-start your battery if it is dead.
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Unlock your vehicle if you are locked out.
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Bring you fuel if you run out.
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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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260
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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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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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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)03/95]
If you are not satisfied with the service you
received from your dealership's service
department, talk to the service manager at the
dealership. 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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261
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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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the name of the dealer and the city where the
dealership is located
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the year and make of your vehicle
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the date purchased
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the current mileage on your vehicle
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your Vehicle Identification Number (VIN)
(listed on your owner card)
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262
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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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[HS02400( ALL)03/95]
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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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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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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Items not covered by your warranty
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q
Alleged liability claims
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265
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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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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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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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the current mileage
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the name of the dealer who sold you the
vehicle or who serviced your vehicle
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a brief description of your unresolved
complaint
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a brief summary of actions that were taken
with the dealer and Ford Motor Company
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the names (if known) of all people you
contacted at the dealership
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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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267
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Getting Help Outside the U.S.
and Canada
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Before you export your vehicle to a foreign
country, contact the appropriate foreign embassy
or consulate to make sure local regulations do
not prevent you from registering your vehicle.
Officials at the embassy can also help you decide
whether you should import your vehicle to that
country.
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[HS06600( ALL)06/95]
Officials at the embassy or consulate can tell you
where to get unleaded fuel. If you cannot get
unleaded fuel or can get only fuel with an
anti-knock index that is lower than your vehicle
needs, contact a district or owner relations office
before you leave the U.S. or Canada.
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[HS06700( ALL)06/95]
Use of leaded fuel in your vehicle without a
proper conversion may damage the effectiveness
of your emissions control system and may cause
engine knocking or serious engine damage. Ford
Motor Company is not responsible for any
damage that is caused by use of improper fuel.
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[HS06800( ALL)06/95]
You may also have difficulty importing your
vehicle back into the U.S. if you use leaded fuel.
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[HS06900( ALL)06/95]
If your vehicle must be serviced while you are
traveling or living in Central or South America,
the Caribbean, or the Middle East, contact the
nearest Ford dealership. If the dealership cannot
help you, write to:
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[HS07000( ALL)06/95]
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269 %
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Mediation/Arbitration Program
(Canada Only)
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[HS08200( ALL)03/95]
In those cases where you continue to feel that
the efforts by Ford and the dealer to resolve a
factory-related vehicle service concern have been
unsatisfactory, Ford of Canada participates in an
impartial third party mediation/arbitration
program administered by the Canadian Motor
Vehicle Arbitration Plan (CAMVAP).
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[HS08300( ALL)05/95]
The CAMVAP program is a straight-forward and
relatively speedy alternative to resolve a
disagreement when all other efforts to produce a
settlement have failed. This procedure is without
cost to you and is designed to eliminate the
need for lengthy and expensive legal
proceedings.
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[HS08400( ALL)05/95]
In the CAMVAP program, impartial third-party
Arbitrators conduct hearings at mutually
convenient times and places in an informal
environment. These impartial Arbitrators review
the positions of the parties, make decisions and,
where appropriate, render awards to resolve
disputes. CAMVAP decisions are fast, fair and
final as the arbitrator's award is binding on both
you and Ford of Canada.
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[HS08450( ALL)05/95]
CAMVAP services are available in all territories
and provinces, except Quebec. For more
information, without charge or obligation, call
your CAMVAP Provincial Administrator directly
at 1-800-207-0685.
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279
Servicing Your Econoline
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Service Made Easy
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Ford has two goals for servicing your vehicle.
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[SV00500(BEF )01/95]
1. When we can, we design parts that do not
need to be serviced.
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2. We want to make servicing your vehicle as
easy as possible. To help you:
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[SV00700(BEF )01/95]
q
We highlight do-it-yourself items in yellow in
the engine compartment so that you can find
them easily.
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[SV00800(BEF )01/95]
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When possible, we design parts Ð such as
the headlamp bulbs Ð that can be replaced
without tools.
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[SV00900(BEF )05/94]
q
We give you a Maintenance Schedule that
makes tracking routine service for your
vehicle easy. The maintenance schedule is
located in theMaintenance Schedule and Record
booklet.
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This chapter tells you about the basic parts that
you need to check and service regularly.
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[SV01100( ALL)02/95]
If your vehicle needs professional servicing, your
dealership can provide the parts and service
required. Check yourWarranty Information Booklet
to find out which parts and services are covered.
Also see theCustomer Assistancechapter of this
Owner Guide.
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[SV01300( ALL)03/95]
Ford Motor Company recommends that the
Owner Maintenance Checks listed in the
Maintenance Schedule and Recordbooklet be
performed for the proper operation of your
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Update:Wed Apr 17 08:40:13 1996