1998 Mercury Villager service

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).
If You Have a Service Concern
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.
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. 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.
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.
346

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:
man independent, third-party arbitration program for warranty
disputes
mavailable 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 discontinue this service
without notice and without incurring obligations.
What kinds 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:
ma non-Ford product
ma non-Ford dealership
ma vehicle sales transaction
mrequest for reimbursement of consequential expenses.
Expenses incidental to the warranty complaint being reviewed
are eligible for consideration
348

mitems not covered by the new vehicle limited warranty
mitems covered by a service contract
malleged liability claims
mproperty damage where the damage is significant when
compared to the economic loss alleged under the warranty
dispute
mcases currently in litigation
mvehicles 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.
How does the Board work?
The Board consists of:
mthree consumer representatives
ma 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 needs
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.
Your application is reviewed and, if it is determined to be
eligible, you will receive an acknowledgment indicating:
Customer Assistance
349

mthe file number assigned to your application
mthe 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:
mlegible copies of all documents and maintenance or repair
orders relevant to the case
mthe year, make, model and Vehicle Identification Number
(VIN) listed on your vehicle ownership license
mthe date of repair(s) and mileage at the time of occurrence(s)
mthe current mileage
mthe name of the dealer who sold or serviced the vehicle
ma brief description of your unresolved concern
ma brief summary of the action taken with the dealer and Ford
Motor Company
mthe names (if known) of all the people you contacted at the
dealership
ma 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 presentations
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.
350

Ford of Canada Customer Assistance
If you live in Canada and have any questions or concerns that
the dealership cannot answer, contact the Customer Assistance
Centre.
Please have the following information available when
contacting the Customer Assistance Centre:
myour telephone number (both business and home)
myour Vehicle Identification Number (VIN) listed on your
vehicle ownership license
mthe year and make of your vehicle
mthe date purchased
mthe name of the dealer and the city where the dealership is
located
mthe current mileage on your vehicle
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).
352

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.
Getting Help Outside the U.S. and Canada
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.
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.
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.
Customer Assistance
353

You may also have difficulty importing your vehicle back into
the U.S. if you use leaded fuel.
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, contact:
If you are in other foreign countries, contact the nearest Ford
dealership. If the dealership cannot help you, they can direct you to
the appropriate Ford affiliate office.
If you buy your vehicle in North America and then relocate
outside of the U.S. or Canada, register your Vehicle Identification
Number and new address with Ford Motor Company Export
Operations.
FORD MOTOR COMPANY
WORLDWIDE DIRECT MARKET OPERATIONS
1555 Fairlane Drive
Fairlane Business Park #3
Allen Park, Michigan 48101
U.S.A.
Telephone: (313) 594-4857
Fax: (313) 390-0804
354

A
Accessory position on the ignition..............86
Air bag supplemental restraint system...........144
and child safety seats..................153
description.....................144, 146
driver air bag....................144, 146
indicator light.......................11
operation........................146
passenger air bag....................146
service and information labels..............146
tone generator....................149, 149
Air cleaner filter
location.........................341
Alcohol
in fuel..........................310
Antenna, radio (see Electronic sound system).......29,84
Antifreeze (see Engine coolant)...............285
Anti-lock brake system (ABS)
description........................215
noise...........................215
see also Brake......................215
warninig light.......................9
Anti-theft lug nuts and key.................261
Anti-theft system
triggering........................116
Appeals (see Dispute settlement board)...........348
Assistance (see Customer assistance)............345
Audio system (see Electronic sound system).........29
Automatic transaxle
driving with.......................221
fluid, adding....................291, 292
fluid, checking......................291
fluid, specification....................339
Index
373