1996 Mercury Mystique Motor

175
Customer Assistance
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[HS00205(ALL)06/94]
Roadside Assistance
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[HS00210(ALL)05/95]
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 (3 years or
60,000 km), whichever comes first. To purchase Roadside
Assistance coverages beyond this period, through Ford Auto
Club, contact your Ford or Lincoln-Mercury dealer (not
available in Canada).
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Roadside Assistance will cover the following:
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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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[HS00230(ALL)06/94]
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Unlock your vehicle if you are locked out.
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[HS00235(ALL)06/94]
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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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[HS00245(ALL)06/94]
How to use Roadside Assistance
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[HS00250(ALL)06/94]
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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[HS00255(ALL)04/95]
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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176
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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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[HS01000(ALL)04/95]
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 you.
[HS01125(ALL)01/95]
6 pica art:0001312-A*
[HS01150(ALL)03/95]
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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Customer Assistance
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Please have the following information available when contacting
Ford Customer Assistance:
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your telephone number (both business and home)
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[HS01400(ALL)04/95]
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the name of the dealer and the city where the dealership is
located
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[HS01500(ALL)04/95]
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the year and make of your vehicle
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[HS01550(ALL)04/95]
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the date purchased
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[HS01600(ALL)03/95]
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the current mileage on your vehicle
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your Vehicle Identification Number (VIN) listed on your
owner card and/or your vehicle ownership license
[HS01750(ALL)05/95]
6 pica art:0001195-A
Vehicle Identification Number (VIN/Serial Number)
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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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178
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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 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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A non-Ford product
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A non-Ford dealership
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A vehicle sales transaction
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A request for reimbursement of consequential expenses
unless incidental to a service or product complaint being
reviewed
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[HS03300(ALL)01/95]
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Items not covered by your warranty
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Alleged liability claims
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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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180
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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.
[HS04900(ALL)05/94]
6 pica art:0001306-A*
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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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Customer Assistance
181
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To review your case properly, the Board needs the following
information:
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legible copies of all documents and maintenance or repair
orders that relate to the case
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the year, make, model, and vehicle identification number
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[HS05600(ALL)04/95]
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the date you bought your vehicle
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the date of repair and the mileage at the time of repair
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[HS05800(ALL)04/95]
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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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[HS06000(ALL)04/95]
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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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[HS06310(ALL)04/95]
Should your application NOT qualify for review, an explanation
will be mailed to you.
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[HS06320(ALL)04/95]
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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[HS06360(ALL)01/95]
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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182
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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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[HS07700(ALL)05/95]
Ford of Canada Customer Assistance
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[HS07850(ALL)03/95]
If you live in Canada and have any questions or concerns that
the dealership cannot answer, contact the Customer Assistance
Centre.
[HS07950(ALL)05/94]
6 pica art:0001313-A*
[HS07975(ALL)04/95]
Please have the following information available when contacting
the Customer Assistance Centre:
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[HS08000(ALL)04/95]
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your telephone number (both business and home)
*
[HS08020(ALL)04/95]
n
the name of the dealer and the city where the dealership is
located
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[HS08040(ALL)04/95]
n
the year and make of your vehicle
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[HS08050(ALL)04/95]
n
the date purchased
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[HS08060(ALL)03/95]
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the current mileage on your vehicle
%*
[HS08080(ALL)03/95]
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your Vehicle Identification Number (VIN) listed on your
owner card and/or your vehicle ownership license
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Customer Assistance
183
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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).
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[HS08300(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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[HS08400(ALL)05/95]
Consumers wishing to obtain further information about the
program can obtain an information booklet from your dealer or
contact the Provincial Administrator, Canadian Motor Vehicle
Arbitration Plan, at the address or telephone number shown
below.
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[HS08450(ALL)05/95]
O & P Services
595 Bay Street Ð Suite 300
Toronto, Ontario
M5G 2C2
Telephone 1 (800) 207-0685
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[HS08500(ALL)06/95]
This plan is not available in the province of Quebec.
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Update:Fri Feb 23 11:03:01 1996