1997 Mercury Villager Owner's Manuals

350
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[HS00800(ALL)01/93]
If You Have a Service Concern
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[HS00900(ALL)01/93]
Ford Motor Company has authorized Ford and Lincoln-Mercury
dealerships to service your vehicle. This section tells you how to
get service or maintenance for your vehicle.
%*
[HS01610(ALL)02/95]
Service/Maintenance Concerns (U.S. or Canada)
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[HS01700(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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[HS01800(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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[HS02100(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.
[HS02110(ALL)05/95]
7-1/2 pica art:0040183-B*
[HS02120(ALL)05/96]
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
351
[HS02130(ALL)02/95]
6 pica art:0040188-B[HS02175(ALL)04/96]
If you live in the U.S. and have any questions or concerns that
the dealership cannot answer, contact the Customer Assistance
Center.
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[HS02200(ALL)04/95]
To process your request, the Ford Customer Assistance Center
needs the following information:
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[HS02300(ALL)02/95]
n
your telephone number(s) (both business and home)
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[HS02400(ALL)05/96]
n
the name of the dealer and the city where the dealership is
located
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[HS02500(ALL)05/96]
n
the year and make of your vehicle
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[HS02600(ALL)05/96]
n
the date purchased
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[HS02700(ALL)05/96]
n
the current mileage on your vehicle
[HS02800(ALL)05/96]
n
your 17-digit Vehicle Identification Number (VIN)
*
[HS03300(ALL)05/96]
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.
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[HS03400(ALL)05/96]
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.
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352
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[HS03500(ALL)05/96]
The Dispute Settlement Board (U.S. Only)
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[HS03600(ALL)05/96]
The Dispute Settlement Board is:
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[HS03700(ALL)05/96]
n
an independent, third-party arbitration program for warranty
disputes
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[HS03800(ALL)05/96]
n
available free to owners and lessees of qualifying Ford Motor
Company vehicles
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[HS03900(ALL)05/96]
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 discontinue this service
without notice and without incurring obligations.
[HS04000(ALL)05/96]
What kinds of cases does the Board review?
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[HS04100(ALL)05/96]
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:
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[HS04200(ALL)05/96]
n
a non-Ford product
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[HS04300(ALL)05/96]
n
a non-Ford dealership
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[HS04400(ALL)05/96]
n
a vehicle sales transaction
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[HS04500(ALL)05/96]
n
request for reimbursement of consequential expenses.
Expenses incidental to the warranty complaint being
reviewed are eligible for consideration
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[HS04600(ALL)05/96]
n
items not covered by the new vehicle limited warranty
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[HS04700(ALL)05/96]
n
items covered by a service contract
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[HS04800(ALL)05/96]
n
alleged liability claims
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Customer Assistance
353
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[HS04900(ALL)05/96]
n
property damage where the damage is significant when
compared to the economic loss alleged under the warranty
dispute
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[HS05000(ALL)05/96]
n
cases currently in litigation
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[HS05100(ALL)05/96]
n
vehicles not used primarily for family, personal or household
purposes (except in states where the Dispute Settlement
Board is required to review commercial vehicles)
*
[HS05200(ALL)05/96]
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.
[HS05300(ALL)05/96]
How does the Board work?
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[HS05400(ALL)05/96]
The Board consists of:
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[HS05500(ALL)05/96]
n
three consumer representatives
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[HS05600(ALL)05/96]
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a Ford or Lincoln/Mercury dealer
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[HS05700(ALL)05/96]
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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[HS05800(ALL)05/96]
What the Board needs
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[HS05900(ALL)05/96]
To have your case reviewed you must complete the application
in the DSB brochure and mail it to the address provided on the
application form.
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[HS06000(ALL)05/96]
Your application is reviewed and, if it is determined to be
eligible, you will receive an acknowledgment indicating:
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[HS06100(ALL)05/96]
n
the file number assigned to your application
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[HS06200(ALL)05/96]
n
the toll-free phone number of the DSB's independent
administrator
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354
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[HS06300(ALL)05/96]
Your dealership and a Ford Motor Company representative are
asked to submit statements at this time.
*
[HS06400(ALL)05/96]
To review your case properly, the Board needs the following
information:
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[HS06500(ALL)05/96]
n
legible copies of all documents and maintenance or repair
orders relevant to the case
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[HS06600(ALL)05/96]
n
the year, make, model and Vehicle Identification Number
(VIN) listed on your vehicle ownership license
*
[HS06700(ALL)05/96]
n
the date of repair(s) and mileage at the time of occurrence(s)
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[HS06800(ALL)05/96]
n
the current mileage
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[HS06900(ALL)05/96]
n
the name of the dealer who sold or serviced the vehicle
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[HS07000(ALL)05/96]
n
a brief description of your unresolved concern
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[HS07100(ALL)05/96]
n
a brief summary of the action taken with the dealer and
Ford Motor Company
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[HS07200(ALL)05/96]
n
the names (if known) of all the people you contacted at the
dealership
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[HS07300(ALL)05/96]
n
a description of the action you expect to resolve your
concern
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[HS07400(ALL)05/96]
Should your case NOT qualify for review, a letter of explanation
will be mailed to you.
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[HS07500(ALL)05/96]
Oral presentations
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[HS07600(ALL)05/96]
If 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.
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Customer Assistance
355
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[HS07700(ALL)05/96]
Making a decision
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[HS07800(ALL)05/96]
Board 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.
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[HS07900(ALL)05/96]
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.
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[HS08000(ALL)05/96]
After a 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 and 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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[HS08100(ALL)05/96]
To Request a DSB Brochure/Application
*
[HS08200(ALL)05/96]
For a brochure/application, speak to your dealer or write to the
Board at the following address:
*
[HS08250(ALL)05/96]
6 pica art:0040272-A
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356
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[HS08300(ALL)05/96]
Ford of Canada Customer Assistance
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[HS08305(ALL)05/96]
If you live in Canada and have any questions or concerns that
the dealership cannot answer, contact the Customer Assistance
Centre.
[HS08310(ALL)05/96]
6 pica art:0040188-B*
[HS08315(ALL)05/96]
Please have the following information available when contacting
the Customer Assistance Centre:
*
[HS08320(ALL)05/96]
n
your telephone number (both business and home)
%*
[HS08330(ALL)05/96]
n
your Vehicle Identification Number (VIN) listed on your
vehicle ownership license
*
[HS08340(ALL)05/96]
n
the year and make of your vehicle
*
[HS08350(ALL)05/96]
n
the date purchased
*
[HS08360(ALL)05/96]
n
the name of the dealer and the city where the dealership is
located
*
[HS08370(ALL)05/96]
n
the current mileage on your vehicle
%*
[HS08380(ALL)05/96]
Mediation/Arbitration Program (Canada Only)
*
[HS08390(ALL)05/96]
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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Customer Assistance
357
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[HS08400(ALL)05/96]
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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[HS08410(ALL)05/96]
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.
*
[HS08420(ALL)05/96]
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.
%*
[HS08430(ALL)05/96]
Getting Help Outside the U.S. and Canada
*
[HS08440(ALL)05/96]
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.
*
[HS08450(ALL)05/96]
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 customer assistance center before you
leave the U.S. or Canada.
*
[HS08460(ALL)05/96]
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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