1997 LINCOLN TOWN CAR Owners Manual

265
Customer AssistanceIf You Have a Service ProblemFord 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.Service/Maintenance Concerns
(U.S. or Canada)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.
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 ifyou 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.
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.
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266If you have any questions or concerns that the
dealership cannot answer, contact the Customer
Assistance Center.
If you still have a complaint involving a warranty
dispute, you may wish to contact the Dispute
Settlement Board (U.S. only) or the Canadian Motor
Vehicle Arbitration Plan (CAMVAP) in Canada.
A warranty dispute must be submitted to the
Dispute Settlement Board before taking action under
the Magnuson-Moss Warranty Act, or to the extent
allowed by state law, before pursuing replacement
or repurchase remedies provided by certain state
laws. This dispute handling procedure is not
required prior to enforcing state created rights or
other rights which are independent of the
Magnuson-Moss Warranty Act or state replacement
or repurchase laws.
The Dispute Settlement Board
(U.S. Only)The Dispute Settlement Board is:q
an independent, third-party arbitration program
for warranty disputes
q
available free to owners and lessees of qualifying
Ford Motor Company vehicles
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 service without notice
and without incurring obligations.
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267
What Kind of Cases Does the Board
Review?The Board reviews all warranty performance
complaints on Ford, Mercury and Lincoln cars and
Ford and Mercury light trucks under the new
vehicle limited warranty that have not been
resolved by either a dealer or Ford Motor Company,
except those involving:q
a non-Ford product
q
a non-Ford dealership
q
a vehicle sales transaction
q
request for reimbursement of consequential
expenses. Expenses incidental to the warranty
complaint being reviewed are eligible for
consideration.
q
items not covered by the new vehicle limited
warranty
q
items covered by a service contract
q
alleged liability claims
q
property damage where the damage is
significant when compared to the economic loss
alleged under the warranty dispute
q
cases currently in litigation
q
vehicles not used primarily for family, personal,
or household purposes (except in states where
the Dispute Settlement Board is required to
review commercial vehicles)
Complaints involving vehicles in which applicable
new vehicle limited warranties have expired at
receipt of your application are not eligible. Eligibility
may differ according to state law. For example, see
the unique brochures for California and Wisconsin
purchasers/lessees.
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268How does the Board Work?The Board consists of:q
three consumer representatives
q
a Ford or Lincoln/Mercury dealer
Consumer candidates for Board membership are
recruited and trained by an independent consulting
firm. Dealers are chosen because of their business
leadership qualities.
What the Board needsTo have your case reviewed you must complete the
application in the DSB brochure and mail it to the
address provided on the application form.
Your application is reviewed and, if it is determined
to be eligible, you will receive an acknowledgment
indicating:q
the file number assigned to your application
q
the toll-free phone number of the DSB's
independent administrator
Your dealership and a Ford Motor Company
representative are asked to submit statements at this
time.
To review your case properly, the Board needs the
following information:
q
legible copies of all documents and maintenance
or repair orders relevant to the case
q
the year, make, model, and Vehicle
Identification Number (VIN) listed on your
vehicle ownership license
q
the date of repair(s) and mileage at the time of
occurrence(s)
q
the current mileage
q
the name of the dealer who sold or serviced the
vehicle
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269
q
a brief description of your unresolved concern
q
a brief summary of the action taken with the
dealer and Ford Motor Company
q
the names (if known) of all the people you
contacted at the dealership
q
a description of the action you expect to resolve
your concern
Should your case NOT qualify for review, a letter of
explanation will be mailed to you.
Oral presentationsIf the involved vehicle is within 36 months and
36,000 miles of the warranty start date, you have
the right to make an oral presentation before the
Board. Indicate your choice to do so on the
application. Oral presentations may also be
requested by the Board.
Making a decisionBoard members will review all available information
related to the complaint, including oral
presentations, if necessary. They then arrive at a fair
and impartial decision, decided by a simple majority
vote.
Because the Board usually meets only once a
month, some cases may take longer than 30 days to
be reviewed. The Board makes every effort to
resolve each case within 40 days of receiving the
consumer application form.
After your case is reviewed, the Board mails you a
decision letter. The Board also provides a form on
which to accept or reject the Board's decision. The
decisions of the Board are binding on the dealer
and Ford, but not on consumers who may elect to
pursue other remedies available to them under state
or federal law. Decisions of the Board may be
presented as evidence by any party in subsequent
legal proceedings that may be initiated, where
allowed by law.
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270To Request a DSB
Brochure/ApplicationFor a brochure/application, speak to your dealer or
write to the Board at the following address:Ford of Canada Customer
AssistanceIf you live in Canada and have any questions or
concerns that the dealership cannot answer, contact
the Lincoln Centre.
Please have the following information available
when contacting the Lincoln Centre:q
your telephone number (both business and
home)
q
the name of the dealer and the city where the
dealership is located
q
the year and make of your vehicle
q
the date purchased
q
the current mileage on your vehicle
q
your Vehicle Identification Number (VIN) listed
on your vehicle ownership license
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271
Vehicle Identification Number (VIN/Serial
Number)Mediation/Arbitration Program
(Canada Only)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).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.
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.
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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272Getting Help Outside the U.S.
and CanadaBefore 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.
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.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.
You may also have difficulty importing your vehicle
back into the U.S. if you use leaded fuel.
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