2001 Mercury Grand Marquis Owner's Manuals

What kinds of cases does the Board review?
Unresolved warranty repair concerns or vehicle performance concerns as
on Ford and Lincoln Mercury cars and Ford and Lincoln Mercury light
trucks which are within the terms of any applicable written new vehicle
warranty are eligible for review, except those involving:
²a non-Ford product
²a non-Ford dealership
²sales disputes between customer and dealer except those associated
with warranty repairs or concerns with the vehicle's performance as
designed
²a request for reimbursement of consequential expenses unless a
service or product concern is being reviewed
²items not covered by the New Vehicle Limited Warranty (including
maintenance and wear items)
²alleged personal injury/property damage claims
²cases currently in litigation
²vehicles not used primarily for family, personal or household purposes
(except in states where the Dispute Settlement Board is required to
review commercial vehicles)
²vehicles with non-U.S. warranties
Concerns are ineligible for review if the New Vehicle Limited Warranty
has expired at receipt of your application and, in certain states eligibility
is dependent upon the customer's possession of the vehicle.
Eligibility may differ according to state law. For example, see the unique
brochures for California, West Virginia, Georgia and Wisconsin
purchasers/lessees.
Board membership
The Board consists of:
²three consumer representatives
²a Ford or Lincoln Mercury dealership representative
Consumer candidates for Board membership are recruited and trained by
an independent consulting firm. The dealership Board member is chosen
from Ford and Lincoln Mercury dealership management, recognized for
their business leadership qualities.
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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. Some states will require you to use certified mail, with return
receipt requested.
Your application is reviewed and, if it is determined to be eligible, you
will receive an acknowledgment indicating:
²the file number assigned to your application
²the toll-free phone number of the DSB's independent administrator
Your dealership and a Ford Motor Company representative will then be
asked to submit statements.
To properly review your case, the Board needs the following information:
²legible copies of all documents and maintenance or repair orders
relevant to the case
²the year, make, model, and Vehicle Identification Number (VIN) listed
on your vehicle ownership license
²the date of repair(s) and mileage at the time of occurrence(s)
²the current mileage
²the name of the dealer(s) who sold or serviced the vehicle
²a brief description of your unresolved concern
²a brief summary of the action taken by the dealer(s) and Ford Motor
Company
²the names (if known) of all the people you contacted at the
dealership(s)
²a description of the action you expect to resolve your concern
You will receive a letter of explanation if your application does not
qualify for Board review.
Oral presentations
If you would like to make an oral presentation, indicate YES to question
6 on the application. While it is your right to make an oral presentation
before the Board, this is not a requirement and the Board will decide the
case whether or not an oral presentation is made. An oral presentation
may be requested by the Board as well.
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Making a decision
Board members review all available information related to each
complaint, including oral presentations, and arrive at a fair and impartial
decision. Board review may be terminated at any time by either party.
Every effort is made to decide the case within 40 days of the date that
all requested information is received by the Board. Since the Board
generally meets once a month, it may take longer for the Board to
consider some cases.
After a case is reviewed, the Board mails you a decision letter and a
form on which to accept or reject the Board's decision. The decisions of
the Board are binding on Ford (and, in some cases, on the dealer) but
not on consumers who are free to pursue other remedies available to
them under state or federal law.
To Request a DSB Brochure/Application
For a brochure/application, speak to your dealer or write/call to the
Board at the following address/phone number:
Dispute Settlement Board
P.O. Box 5120
Southfield, MI 48086±5120
1±800±428±3718
You may also contact the North American Customer Relationship Center
at 1-800-392-3673 (Ford), TDD for the hearing impaired: 1-800-232-5952
or by writing to the Center at the following address:
Ford Motor Company
Customer Relationship Center
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
UTILIZING THE 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).
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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, when appropriate, render awards to resolve
disputes. CAMVAP decisions are fast, fair, and final; the arbitrator's
award is binding both to 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 ASSISTANCE OUTSIDE THE U.S. AND CANADA
Before exporting your vehicle to a foreign country, contact the
appropriate foreign embassy or consulate. These officials can inform you
of local vehicle registration regulations and where to find unleaded fuel.
If you cannot find unleaded fuel or can only get fuel with an anti-knock
index lower than is recommended for your vehicle, contact a district or
owner relations/customer relationship office.
The use of leaded fuel in your vehicle without proper conversion may
damage the effectiveness of your emission control system and may cause
engine knocking or serious engine damage. Ford Motor Company/Ford of
Canada is not responsible for any damage caused by use of improper fuel.
In the United States, using leaded fuel may also result in difficulty
importing your vehicle back into the U.S.
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 or call:
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
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If you are in another foreign country, contact the nearest Ford
dealership. If the dealership employees cannot help you, they can direct
you to the nearest 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 (VIN) and
new address with Ford Motor Company Worldwide Direct Market
Operations.
FORD CAR CARE PRODUCTS FOR YOUR VEHICLE
Ford has many quality products available from your dealer to clean your
vehicle and protect its finishes. These quality products have been
specifically engineered to fulfill your automotive needs; they are custom
designed to complement the style and appearance of your vehicle. Each
product is made from high quality materials and that meet or exceed
Ford's rigid specifications. For best results, use the following or products
of equivalent quality:
Ford Custom Clearcoat Polish*
Ford Custom Silicone Gloss Polish
Ford Custom Vinyl Protectant* (not available in Canada)
Motorcraft Vinyl Conditioner (Canada only)
Ford Deluxe Leather and Vinyl Cleaner (not available in Canada)
Motorcraft Vinyl Cleaner (Canada only)
Ford Extra Strength Tar and Road Oil Remover* (not available in
Canada)
Ford Extra Strength Upholstery Cleaner (not available in Canada)
Ford Metal Surface Cleaner
Ford Multi-Purpose Cleaner*
Motorcraft Car Wash Concentrate
Motorcraft Carlite Glass Cleaner
Ford Spot and Stain Remover*
Ford Super Premium Tire and Trim Dressing
Ford Triple Clean
Ford Ultra-Clear Spray Glass Cleaner (not available in Canada)
* May be sold with the Motorcraft name
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FORD ACCESSORIES FOR YOUR VEHICLE
A wide selection of genuine Ford accessories are available for your vehicle
through your local authorized Ford, Lincoln Mercury or Ford of Canada
dealer. These quality accessories have been specifically engineered to
fulfill your automotive needs; they are custom designed to complement the
style and aerodynamic appearance of your vehicle. In addition, each
accessory is made from high quality materials and meets or exceeds Ford's
rigorous engineering and safety specifications. Ford Motor Company will
repair or replace any properly dealer-installed Ford accessory found to be
defective in factory-supplied materials or workmanship during the
warranty period, as well as any component damaged by the defective
accessory. The accessory will be warranted for whichever provides you the
greatest benefit:
²12 months or 20 000 km (12 000 miles) (whichever occurs first), or
²The remainder of your new vehicle limited warranty.
This means that genuine Ford accessories purchased along with your new
vehicle and installed by the dealer are covered for the full length of your
New Vehicle's Limited Warranty Ð 3 years or 60 000 km (36 000 miles)
(whichever occurs first). Contact your dealer for details and a copy of the
warranty.
Not all accessories are available for all models.
Vehicle Security
Styled wheel locks
Vehicle security systems
Comfort and convenience
Cargo nets
Cargo organizers
Engine block heaters
Travel equipment
Daytime running lights
Protection and appearance equipment
Air bag anti-theft locks
Carpet floor mats
Flat splash guards
Front end covers
Molded splash guards
Universal floor mats
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For maximum vehicle performance, keep the following information in
mind when adding accessories or equipment to your vehicle:
²When adding accessories, equipment, passengers and luggage to your
vehicle, do not exceed the total weight capacity of the vehicle or of
the front or rear axle (GVWR or GAWR as indicated on the Safety
compliance certification label). Consult your dealer for specific weight
information.
²The Federal Communications Commission (FCC) and Canadian Radio
Telecommunications Commission (CRTC) regulate the use of mobile
communications systems - such as two-way radios, telephones and
theft alarms - that are equipped with radio transmitters. Any such
equipment installed in your vehicle should comply with FCC or CRTC
regulations and should be installed only by a qualified service
technician.
²Mobile communications systems may harm the operation of your
vehicle, particularly if they are not properly designed for automotive
use or are not properly installed. t properly designed for automotive
use or are not properly installed. When operated, such systems may
cause the engine to stumble or stall or cause the transmission to be
damaged or operate improperly. In addition, such systems may be
damaged or their performance may be affected by operating your
vehicle. (Citizens band [CB] transceivers, garage door openers and
other transmitters with outputs of five watts or less will not ordinarily
affect your vehicle's operation.)
²Ford cannot assume responsibility for any adverse effects or damage
that may result from the use of such equipment.
ORDERING ADDITIONAL OWNER'S LITERATURE
To order the publications in this portfolio, contact Helm, Incorporated at:
HELM, INCORPORATED
P.O. Box 07150
Detroit, Michigan 48207
Or call:
For a free publication catalog, order toll free: 1-800-782-4356
Monday-Friday 8:00 a.m. - 6:00 p.m. EST
(Items in this catalog may be purchased by credit card holders only.)
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Obtaining a French owner's guide
French Owner's Guides can be obtained from your dealer or by writing
to Ford Motor Company of Canada, Limited, Service Publications,
P.O. Box 1580, Station B, Mississauga, Ontario L4Y 4G3.
IN CALIFORNIA (U.S. ONLY)
California Civil Code Section 1793.2(d) requires that, if a manufacturer
or its representative is unable to repair a motor vehicle to conform to the
vehicle's applicable express warranty after a reasonable number of
attempts, the manufacturer shall be required to either replace the
vehicle with one substantially identical or repurchase the vehicle and
reimburse the buyer in an amount equal to the actual price paid or
payable by the consumer (less a reasonable allowance for consumer
use). The consumer has the right to choose whether to receive a refund
or replacement vehicle.
California Civil Code Section 1793.22(b) presumes that the manufacturer
has had a reasonable number of attempts to conform the vehicle to its
applicable express warranties if, within the first 18 months of ownership
of a new vehicle or the first 29 000 km (18 000 miles), whichever occurs
first:
1. Two or more repair attempts are made on the same nonconformity
likely to cause death or serious bodily injury OR
2. Four or more repair attempts are made on the same nonconformity
(a defect or condition that substantially impairs the use, value or safety
of the vehicle) OR
3. The vehicle is out of service for repair of nonconformities for a total of
more than 30 calendar days (not necessarily all at one time)
In the case of 1 or 2 above, the consumer must also notify the
manufacturer of the need for the repair of the nonconformity at the
following address:
16800 Executive Plaza Drive
Mail Drop 3NE-B
Dearborn, MI 48126
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