2003 FORD SUPER DUTY service

WRECKER TOWING
If you need to have your vehicle towed, contact a professional towing
service or, if you are a member, your roadside assistance center.
On 4x2 vehicles, it is acceptable to tow the vehicle with the front wheels
on the ground and the rear wheels off the ground using a wheel lift or a
slingbelt with T-hooks.
On 4x4 vehicles, it is recommended that your vehicle be towed with a
wheel lift or flatbed equipment with all the wheels off the ground.
However, a slingbelt with T-hooks and a wheel dollycan also be used if
all four wheels are off the ground.
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GETTING THE SERVICES YOU NEED
At home
Ford Motor Companyand Ford of Canada have authorized dealerships to
service your vehicle. It is preferred that you return to the authorized
dealer where your vehicle was purchased when warranty repairs are
needed. However, you may also take your vehicle to another Ford Motor
Companyor Ford of Canada dealership authorized for warrantyrepairs.
Certain warrantyrepairs require special training though, so not all
dealers are authorized to perform all warrantyrepairs. That means that
depending on the warrantyrepair needed, the vehicle mayneed to be
taken to another dealer. If a particular dealership cannot assist you, then
contact the Customer Relationship Center.
If you have questions or concerns, or are unsatisfied with the service you
are receiving, follow these steps:
1. Contact your Sales Representative or Service Advisor at your
selling/servicing dealership.
2. If your inquiry or concern remains unresolved, contact the Sales
Manager or Service Manager at the dealership.
3. If the inquiryor concern cannot be resolved at the dealership level,
please contact the Ford Customer Relationship Center.
Away from home
If you own a Ford or Mercuryvehicle and are awayfrom home when
your vehicle needs service, or if you need more help than the dealership
could provide, after following the steps described above, contact the
Ford Customer Relationship Center to find an authorized dealership to
help you.
In the United States:
Ford Motor Company
Customer Relationship Center
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
www.ford.com
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In Canada:
Customer Relationship Centre
Ford Motor Companyof Canada, Limited
P.O. Box 2000
Oakville, Ontario L6J 5E4
1-800-565-3673 (FORD)
www.ford.ca
If you own a Lincoln vehicle and are away from home when your vehicle
needs service, or if you need more help than the dealership could
provide, after following the steps described above, contact the Ford
Customer Relationship Center to find an authorized dealership to help
you.
In the United States:
Ford Motor Company
Customer Relationship Center
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
1-800-521-4140
(TDD for the hearing impaired: 1-800-232-5952)
www.ford.com
In Canada:
Customer Relationship Centre
Ford Motor Companyof Canada, Limited
P.O. Box 2000
Oakville, Ontario L6J 5E4
1-800-565-3673 (FORD)
www.ford.ca
In order to help you service your Ford or Lincoln Mercury vehicle, please
have the following information available when contacting a Customer
Relationship Center:
•Your telephone number (home and business)
•The name of the dealer and the citywhere the dealership is located
•The year and make of your vehicle
•The date of vehicle purchase
•The current odometer reading
•The vehicle identification number (VIN)
If you still have a complaint involving a warranty dispute, you may wish
to contact the Dispute Settlement Board (U.S.).
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In some states (in the U.S.) you must directly notify Ford in writing
before pursuing remedies under your state’s warranty laws. Ford is also
allowed a final repair attempt in some states.
In the United States, a warrantydispute must be submitted to the
Dispute Settlement Board before taking action under the Magnuson-Moss
WarrantyAct, or to the extent allowed bystate law, before pursuing
replacement or repurchase remedies provided bycertain 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 WarrantyAct or state replacement or repurchase laws.
FORD EXTENDED SERVICE PLAN
You can get more protection for your new car or light truck by
purchasing Ford Extended Service Plan (Ford ESP) coverage. Ford ESP
is an optional service contract which is backed byFord Motor Company
or Ford Motor Service Company(in the U.S.) and Ford of Canada (in
Canada). It provides the following:
•Benefits during the warrantyperiod depending on the plan you
purchase (such as: reimbursement for rentals; coverage for certain
maintenance and wear items).
•Protection against covered repair costs after your Bumper-to-Bumper
Warrantyexpires.
You maypurchase Ford ESP from anyparticipating Ford and Lincoln
Mercuryand Ford of Canada dealer. There are several plans available in
various time, distance and deductible combinations which can be tailored
to fit your own driving needs. Ford ESP also offers reimbursement
benefits for towing and rental coverage.
When you buy Ford ESP, you receive Peace-of-Mind protection
throughout the United States and Canada, provided bya network of
more than 5,000 participating Ford or Lincoln Mercuryand Ford of
Canada dealers.
If you did not take advantage of the Ford Extended Service Plan at the
time of purchasing your vehicle, you may still be eligible. Please contact
your dealer for further information. Since this information is subject to
change, please ask your dealer for complete details about Ford Extended
Service Plan coverage options, or visit the Ford ESP website at
www.ford-esp.com.
THE DISPUTE SETTLEMENT BOARD (U.S. ONLY)
The Dispute Settlement Board is:
•an independent, third-partyarbitration program for warrantydisputes.
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•available free to owners and lessees of qualifying Ford Motor Company
vehicles.
The Dispute Settlement Board maynot be available in all states. Ford
Motor Companyreserves the right to change eligibilitylimitations, modify
procedures and/or to discontinue this service without notice and without
incurring obligations per applicable state law.
What kinds of cases does the Board review?
Unresolved warrantyrepair concerns or vehicle performance concerns as
on Ford and Lincoln Mercurycars and Ford and Lincoln Mercurylight
trucks which are within the terms of anyapplicable written new vehicle
warrantyare eligible for review, except those involving:
•a non-Ford product
•a non-Ford dealership
•sales disputes between customer and dealer except those associated
with warrantyrepairs or concerns with the vehicle’s performance as
designed
•a request for reimbursement of consequential expenses unless a
service or product concern is being reviewed
•items not covered bythe New Vehicle Limited Warranty(including
maintenance and wear items)
•alleged personal injury/property damage claims
•cases currentlyin litigation
•vehicles not used primarilyfor family, personal or household purposes
(except in states where the Dispute Settlement Board is required to
review commercial vehicles)
•vehicles 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.
Eligibilitymaydiffer 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:
•Three consumer representatives
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•A Ford or Lincoln Mercurydealership 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 Mercurydealership management, recognized for
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. 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:
•The file number assigned to your application.
•The toll-free phone number of the DSB’s independent administrator.
Your dealership and a Ford Motor Companyrepresentative will then be
asked to submit statements.
To properlyreview your case, the Board needs the following information:
•Legible copies of all documents and maintenance or repair orders
relevant to the case.
•The year, make, model, and Vehicle Identification Number (VIN) listed
on your vehicle ownership license.
•The date of repair(s) and mileage at the time of occurrence(s).
•The current mileage.
•The name of the dealer(s) who sold or serviced the vehicle.
•A brief description of your unresolved concern.
•A brief summaryof the action taken bythe dealer(s) and Ford Motor
Company.
•The names (if known) of all the people you contacted at the
dealership(s).
•A description of the action you expect to resolve your concern.
You will receive a letter of explanation if your application does not
qualifyfor 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
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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
maybe requested bythe Board as well.
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 maybe terminated at anytime byeither party.
Everyeffort is made to decide the case within 40 days of the date that
all requested information is received bythe Board. Since the Board
generallymeets once a month, it maytake 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 mayalso contact the North American Customer Relationship Center
at 1-800-392-3673 (Ford), TDD for the hearing impaired: 1-800-232-5952
or bywriting 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 bythe Canadian Motor
Vehicle Arbitration Plan (CAMVAP).
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The CAMVAP program is a straight-forward and relativelyspeedy
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 lengthyand expensive legal
proceedings.
In the CAMVAP program, impartial third-partyarbitrators conduct
hearings at mutuallyconvenient 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. For more
information, without charge or obligation, call your CAMVAP Provincial
Administrator directlyat 1-800-207-0685.
GETTING ASSISTANCE OUTSIDE THE U.S. AND CANADA
Before exporting your vehicle to a foreign country, contact the
appropriate foreign embassyor 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 anydamage caused byuse of improper
fuel.
In the United States, using leaded fuel mayalso 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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