2014 FORD FOCUS ELECTRIC service

ROADSIDE ASSISTANCE
Vehicles Sold in the U.S.: Getting Roadside Assistance
To fully assist you should you have a vehicle concern, Ford Motor
Company offers a complimentary roadside assistance program. This
program is separate from the New Vehicle Limited Warranty. The service
is available:
•24 hours a day, seven days a week
•for the coverage period listed on the Roadside Assistance Card
included in your owner’s manual portfolio.
Roadside assistance will cover:
•a flat tire change with a good spare (except vehicles that have been
supplied with a tire inflation kit).
•battery jump start.
•lock-out assistance (key replacement cost is the customer’s
responsibility).
•fuel delivery – Independent Service Contractors, if not prohibited by
state, local or municipal law, shall deliver up to 2.0 gallons (7.5 liters)
of gasoline or 5.0 gallons (18.9 liters) of diesel fuel to a disabled
vehicle. Fuel delivery service is limited to two no-charge occurrences
within a 12-month period.
•winch out – available within 100 feet (30.5 meters) of a paved or
county maintained road, no recoveries.
•towing – Ford and Lincoln eligible vehicles towed to an authorized
dealer within 35 miles (56 kilometers) of the disablement location or
to the nearest authorized dealer. If a member requests to be towed to
an authorized dealer more than 35 miles (56 kilometers) from the
disablement location, the member shall be responsible for any mileage
costs in excess of 35 miles (56 kilometers).
Trailers shall be covered up to $200 if the disabled eligible vehicle
requires service at the nearest authorized dealer. If the trailer is disabled,
but the towing vehicle is operational, the trailer does not qualify for any
roadside services.
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•Venting/off-gassing high-voltage battery vapors are potentially toxic
and flammable.
•Physical damage to the vehicle or high-voltage battery may result in
immediate or delayed release of toxic and/or flammable gases and fire.
Vehicle information and general safety practices:
•Know the make and model of your vehicle.
•Review the Owner’s Manual and become familiar with your vehicle’s
safety information and recommended safety practices.
•Do not attempt to repair damaged electric and hybrid-electric vehicles
yourself. Contact an authorized Ford Dealer or vehicle manufacturer
representative for service.
Crashes
A crash or impact significant enough to require an emergency response
for conventional vehicles would also require the same response for an
electric or hybrid-electric vehicle.
If possible
•Move your car to a safe, nearby location and remain on the scene.
•Roll down windows before shutting vehicle off.
•Place vehicle in Park, set parking brake, turn off the vehicle, activate
hazard lights, and move key(s) at least 16 feet (5 meters) away from
the vehicle.
Always
•Call 911 if assistance is needed and advise that an electric or
hybrid-electric vehicle is involved.
•Do not touch exposed electrical components or the engine
compartment, as a shock hazard may exist.
•Avoid contact with leaking fluids and gases, and remain out of the way
of oncoming traffic until emergency responders arrive.
•When emergency responders arrive, tell them that the vehicle involved
is an electric vehicle or hybrid-electric vehicle.
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Fires
As with any vehicle, call 911 immediately if you see sparks, smoke, or
flames coming from the vehicle.
•Exit the vehicle immediately.
•Advise 911 that an electric or hybrid-electric vehicle is involved.
•As with any vehicle fire, do not inhale smoke, vapors, or gas from the
vehicle, as they may be hazardous.
•Remain a safe distance upwind and uphill from the vehicle fire.
•Stay out of the roadway and stay out of the way of any oncoming
traffic while awaiting the arrival of emergency responders.
Post-Incident
•Do not store a severely damaged vehicle with a lithium-ion battery
inside a structure or within 50 feet (15 meters) of any structure or
vehicle.
•Ensure that passenger and cargo compartments remain ventilated
(i.e., open door, trunk or liftgate).
•
For vehicles in the United States, notify Ford Motor Company
1-800-392-3673 (then follow the prompts on the voice response menu),
an authorized Ford dealer or service center as soon as possible as there
may be other steps to secure and/or discharge the HV battery.
•For vehicles in Canada, notify Ford Motor Company 1-800-565-3673
(then follow the prompts on the voice response menu), an authorized
Ford dealer or service center as soon as possible as there may be
other steps to secure and/or discharge the HV battery.
•Call 911 if you observe leaking fluids, sparks, smoke, or flames, or
hear gurgling or bubbling from the HV battery.
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GETTING THE SERVICES YOU NEED
Warranty repairs to your vehicle must be performed by an authorized
dealer. While any authorized dealer handling your vehicle line will
provide warranty service, we recommend you return to your selling
authorized dealer who wants to ensure your continued satisfaction.
Please note that certain warranty repairs require special training,
equipment or both, so not all authorized dealers are authorized to
perform all warranty repairs. This means that, depending on the
warranty repair needed, you may have to take your vehicle to another
authorized dealer.
A reasonable time must be allowed to perform a repair after taking your
vehicle to the authorized dealer. Repairs will be made using Ford or
Motorcraft parts, or remanufactured or other parts that are authorized
by Ford.
Away from Home
If you are away from home when your vehicle needs service, contact the
Ford Customer Relationship Center or use the online resources listed
below to find the nearest authorized dealer.
In the United States:
Mailing Address
Ford Motor Company
Customer Relationship Center
P.O. Box 6248
Dearborn, MI 48121
Telephone
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
Online
Additional information and resources are available online at
www.fordowner.com.
These are some of the items that can be found online:
•U.S. Dealer Locator by Dealer Name, City/State, or Zip Code
•Owner Manuals
•Maintenance Schedules
•Recalls
•Ford Extended Service Plans
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•Ford Genuine Accessories
•Service specials and promotions.
In Canada:
Mailing address
Customer Relationship Centre
Ford Motor Company of Canada, Limited
P.O. Box 2000
Oakville, Ontario L6K 1C8
Telephone
1-800-565-3673 (FORD)
Online
www.ford.ca
Additional Assistance
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 or
servicing authorized dealer.
2. If your inquiry or concern remains unresolved, contact the Sales
Manager, Service Manager or Customer Relations Manager.
3. If you require assistance or clarification on Ford Motor Company
policies, please contact the Ford Customer Relationship Center.
In order to help serve you better, please have the following information
available when contacting a Customer Relationship Center:
•Vehicle Identification Number (VIN)
•Your telephone number (home and business)
•The name of the authorized dealer and city where located
•The vehicle’s current odometer reading.
In some states, 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 warranty dispute must be submitted to the BBB
AUTO LINE 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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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 18000 mi (29 000 km), 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:
Ford Motor Company
16800 Executive Plaza Drive
Mail Drop 3NE-B
Dearborn, MI 48126
You are required to submit your warranty dispute to BBB AUTO LINE
before asserting in court any rights or remedies conferred by California
Civil Code Section 1793.22(b). You are also required to use BBB AUTO
LINE before exercising rights or seeking remedies created by the Federal
Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose
to seek redress by pursuing rights and remedies not created by California
Civil Code Section 1793.22(b) or the Magnuson-Moss Warranty Act,
resorting to BBB AUTO LINE is not required by those statutes.
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THE BETTER BUSINESS BUREAU (BBB) AUTO LINE PROGRAM
(U.S. ONLY)
Your satisfaction is important to Ford Motor Company and to your dealer.
If a warranty concern has not been resolved using the three-step
procedure outlined earlier in this chapter in theGetting the Services
You Needsection, you may be eligible to participate in the BBB AUTO
LINE program.
The BBB AUTO LINE program consists of two parts – mediation and
arbitration. During mediation, a representative of the BBB will contact
both you and Ford Motor Company to explore options for settlement of
the claim. If an agreement is not reached during mediation or you do not
want to participate in mediation, and if your claim is eligible, you may
participate in the arbitration process. An arbitration hearing will be
scheduled so that you can present your case in an informal setting
before an impartial person. The arbitrator will consider the testimony
provided and make a decision after the hearing.
Disputes submitted to the BBB AUTO LINE program are usually decided
within 40 days after you file your claim with the BBB. You are not bound
by the decision, and may reject the decision and proceed to court where
all findings of the BBB Auto Line dispute, and decision, are admissible
in the court action. Should you choose to accept the BBB AUTO LINE
decision, Ford is then bound by the decision, and must comply with the
decision within 30 days of receipt of your acceptance letter.
BBB AUTO LINE Application: Using the information provided below,
please call or write to request a program application. You will be asked
for your name and address, general information about your new vehicle,
information about your warranty concerns, and any steps you have
already taken to try to resolve them. A Customer Claim Form will be
mailed that will need to be completed, signed and returned to the BBB
along with proof of ownership. Upon receipt, the BBB will review the
claim for eligibility under the Program Summary Guidelines.
You can get more information by calling BBB AUTO LINE at
1-800-955-5100, or writing to:
BBB AUTO LINE
3033 Wilson Boulevard, Suite 600
Arlington, Virginia 22201
BBB AUTO LINE applications can also be requested by calling the Ford
Motor Company Customer Relationship Center at 1-800-392-3673.
Note:Ford Motor Company reserves the right to change eligibility
limitations, modify procedures, or to discontinue this process at any time
without notice and without obligation.
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UTILIZING THE MEDIATION or ARBITRATION PROGRAM
(CANADA ONLY)
This pertains to vehicles delivered to authorized Canadian dealers. In
those cases, where you continue to feel that the efforts by Ford of
Canada and the authorized dealer to resolve a factory-related vehicle
service concern have been unsatisfactory, Ford of Canada participates in
an impartial third party mediation or arbitration program administered by
the Canadian Motor Vehicle Arbitration Plan (CAMVAP).
The CAMVAP program is a straightforward 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 as the arbitrator’s
award is binding on both you and Ford of Canada.
CAMVAP services are available in all Canadian territories and provinces.
For more information, without charge or obligation, call your CAMVAP
Provincial Administrator directly at 1-800-207-0685 or visit
www.camvap.ca.
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 our Customer
Relationship Center.
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 or Ford
of Canada is not responsible for any damage caused by use of improper
fuel. Using leaded fuel may also result in difficulty importing your vehicle
back into the United States.
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