2023 FORD EXPLORER service

ROADSIDE ASSISTANCE
Vehicles Sold in the United States:Getting Roadside Assistance
To fully assist you should you have avehicle concern, Ford Motor Companyoffers a complimentary roadsideassistance program. This program isseparate from the New Vehicle LimitedWarranty.
The service is available:
•24 hours a day, seven days a week.
•For the coverage period supplied withyour vehicle.
Roadside Assistance covers:
•A flat tire change with a good spare(except vehicles supplied with a tireinflation kit).
•Battery jump start.
•Lock-out assistance (key replacementcost is the customer's responsibility).
•Fuel delivery — independent servicecontractors, if not prohibited by state,local or municipal law, shall deliver upto 2 gal (8 L) of gasoline or 5 gal (20 L)of diesel fuel to a disabled vehicle.Roadside Assistance limits fuel deliveryservice to two no-charge occurrenceswithin a 12-month period.
•Winch out — available within 100 ft(30 m) of a paved or countymaintained road, no recoveries.
•Towing — independent servicecontractors, if not prohibited by state,local or municipal law, shall tow Fordeligible vehicles to an authorized dealerwithin 35 mi (56 km) of thedisablement location or to the nearestauthorized dealer. If a memberrequests a tow to an authorized dealerthat is more than 35 mi (56 km) fromthe disablement location, the membershall be responsible for any mileagecosts in excess of 35 mi (56 km).
•Roadside Assistance includes up to$200 for a towed trailer if the disabledeligible vehicle requires service at thenearest authorized dealer. If the towingvehicle is operational but the trailer isnot, then the trailer does not qualify forany roadside services.
Vehicles Sold in the United States:Using Roadside Assistance
Complete the roadside assistanceidentification card and place it in yourwallet for quick reference. This card is inthe Owner's Manual kit.
United States vehicle customers whorequire Roadside Assistance, call1-800-241-3673.
If you need to arrange roadside assistancefor yourself, Ford Motor Companyreimburses a reasonable amount fortowing to the nearest dealership within35 mi (56 km). To obtain reimbursementinformation, United States vehiclecustomers call 1-800-241-3673.Customers need to submit their originalreceipts.
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Vehicles Sold in Canada: GettingRoadside Assistance
To fully assist you should you have avehicle concern, Ford Motor Company ofCanada, Limited offers a complimentaryroadside assistance program. This programis eligible within Canada or the continentalUnited States.
The service is available 24 hours a day,seven days a week.
This program is separate from the NewVehicle Limited Warranty, but the coverageis concurrent with the powertrain coverageperiod of your vehicle. Canadian roadsidecoverage and benefits may differ from theU.S. coverage.
If you require more information, please callus in Canada at 1-800-665-2006, or visitour website at www.ford.ca.
HAZARD FLASHERS
Note:The hazard flashers operate whenthe ignition is in any position, or if the key isnot in the ignition. If used when the vehicleis not running, the battery loses charge. Asa result, there may be insufficient power torestart your vehicle.
The flasher control is on theinstrument panel. Use yourhazard flashers when yourvehicle is creating a safety hazard for othermotorists.
•Press the flasher control and all frontand rear direction indicators flash.
•Press the button again to switch themoff.
FUEL SHUTOFF
WARNING: If your vehicle has beeninvolved in a crash, have the fuel systemchecked. Failure to follow this instructioncould result in fire, personal injury ordeath.
Note:When you try to restart your vehicleafter a fuel shutoff, the vehicle makes surethat various systems are safe to restart.Once the vehicle determines the systemsare safe, then the vehicle allows you torestart.
Note:In the event that your vehicle doesnot restart after your third attempt, contacta qualified technician.
The fuel pump shutoff stops the flow offuel to the engine in the event of amoderate to severe crash. Not everyimpact causes a shutoff.
Should your vehicle shut off after a crash,you may restart your vehicle.
If your vehicle has a key system:
1.Switch off the ignition.
2.Switch to start position.
3.Switch off the ignition.
4.Switch on the ignition to re-enable thefuel pump.
5.If the vehicle does not start, repeatsteps 1 through 4.
If your vehicle has a push button startsystem:
1.Press START/STOP to switch off yourvehicle.
2.Press the brake pedal andSTART/STOP to switch on yourvehicle.
3.Remove your foot from the brake pedaland press START/STOP to switch offyour vehicle.
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•As with any vehicle fire, do not inhalesmoke, vapors or gas from the vehicle,as they may be hazardous.
•Stay out of the roadway and stay outof the way of any oncoming trafficwhile awaiting the arrival of emergencyresponders.
Post-Incident
•Do not store a severely damagedvehicle with a lithium-ion battery insidea structure or within 49 ft (15 m) of anystructure or vehicle.
•Make sure that passenger and luggagecompartments remain ventilated.
•Call emergency assistance if youobserve leaking fluids, sparks, smokeor flames, or hear gurgling or bubblingfrom the high-voltage battery.
POST-CRASH ALERT SYSTEM
The system flashes the direction indicatorsand sounds the horn (intermittently) in theevent of a serious impact that deploys anairbag (front, side, side curtain or SafetyCanopy) or the seatbelt pretensioners.
The horn and indicators turn off when:
•You press the hazard control button.
•You press the panic button on theremote entry transmitter (if equipped).
•Your vehicle runs out of power.
•Sounding of the horn is only enabledin specific markets.
TRANSPORTING THE VEHICLE
If you need to tow your vehicle, contact aprofessional towing service or, if you are amember of a roadside assistance program,your roadside assistance service provider.
We recommend the use of a wheel lift anddollies or flatbed equipment to tow yourvehicle. Do not tow with a slingbelt. We donot approve a slingbelt towing procedure.If you tow your vehicle incorrectly, or byany other means, vehicle damage mayoccur.
We produce a towing manual for allauthorized tow truck operators. Have yourtow truck operator refer to this manual forproper hook-up and towing procedures foryour vehicle.
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GETTING THE SERVICES YOU
NEED
Warranty repairs to your vehicle must beperformed by an authorized dealer. Whileany authorized dealer handling your vehicleline will provide warranty service, werecommend you return to your sellingauthorized dealer who wants to ensureyour continued satisfaction.
Please note that certain warranty repairsrequire special training and equipment, sonot all authorized dealers are authorizedto perform all warranty repairs. This meansthat, depending on the warranty repairneeded, you may have to take your vehicleto another authorized dealer.
A reasonable time must be allowed toperform a repair after taking your vehicleto the authorized dealer. Repairs will bemade using Ford or Motorcraft® parts, orremanufactured or other parts that areauthorized by Ford.
Away From Home
If you are away from home when yourvehicle needs service, contact the FordCustomer Relationship Center or use theonline resources listed below to find thenearest authorized dealer.
In the United States:
Mailing address
Ford Motor CompanyCustomer Relationship CenterP.O. Box 6248Dearborn, MI 48126
Telephone
1-800-392-3673 (FORD)TDD for the hearing impaired:7-1-1 (where offered by your telephoneservice provider)If your vehicle is configured as amotorhome please call 1-800-444-3311for support.
Additional information and resources areavailable online:
Website
www.owner.ford.com
These are some of the items that can befound online:
•U.S. dealer locator by Dealer Name,City/State or Zip Code.
•Owner Manuals.
•Maintenance Schedules.
•Recalls.
•Ford Extended Service Plans.
•Ford Genuine Accessories.
•Service specials and promotions.
In Canada:
Mailing address
Customer Relationship CentreFord Motor Company of Canada, LimitedP.O. Box 2000Oakville, Ontario L6K 0C8
Telephone
1-800-565-3673 (FORD)TDD for the hearing impaired:7-1-1 (where offered by your telephoneservice provider)
Website
www.ford.ca
Facebook
FordServiceCA (English)FordServiceQC (Français)
Twitter
@FordServiceCA
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Additional Assistance
If you have questions or concerns, or areunsatisfied with the service you arereceiving, follow these steps:
1.Contact your Sales Representative orService Advisor at your selling orservicing authorized dealer.
2.If your inquiry or concern remainsunresolved, contact the Sales Manager,Service Manager or Customer RelationsManager.
3.If you require assistance or clarificationon Ford Motor Company policies,please contact the Ford CustomerRelationship Center.
In order to help us serve you better, pleasehave the following information availablewhen contacting a Customer RelationshipCenter:
•Vehicle Identification Number.
•Your telephone number (home andbusiness).
•The name of the authorized dealer andcity where located.
•The vehicle’s current odometer reading.
In some states within the United States,you must directly notify Ford in writingbefore pursuing remedies under yourstate's warranty laws, and Ford is alsoallowed a final repair attempt.
Additionally, in some states within theUnited States, a consumer has the optionof submitting a warranty dispute to theBBB Auto Line before taking action underthe Magnuson-Moss Warranty Act, or tothe extent allowed by state law, beforepursuing replacement or repurchaseremedies provided by certain state laws.This dispute handling procedure is notrequired prior to enforcing state createdrights or other rights which are independentof the Magnuson-Moss Warranty Act orstate replacement or repurchase laws.
IN CALIFORNIA (U.S. ONLY)
California Civil Code Section 1793.2(d)requires that, if a manufacturer or itsrepresentative is unable to repair a motorvehicle to conform to the vehicle’sapplicable express warranty after areasonable number of attempts, themanufacturer shall be required to eitherreplace the vehicle with one substantiallyidentical or repurchase the vehicle andreimburse the buyer in an amount equal tothe actual price paid or payable by theconsumer (less a reasonable allowancefor consumer use). The consumer has theright to choose whether to receive a refundor replacement vehicle.
California Civil Code Section 1793.22(b)presumes that the manufacturer has hada reasonable number of attempts toconform the vehicle to its applicableexpress warranties if, within the first 18months of ownership of a new vehicle orthe first 18,000 mi (29,000 km), whicheveroccurs first:
1.Two or more repair attempts are madeon the same non-conformity likely tocause death or serious bodily injury OR
2.Four or more repair attempts are madeon the same nonconformity (a defector condition that substantially impairsthe use, value or safety of the vehicle)OR
3.The vehicle is out of service for repairof nonconformities for a total of morethan 30 calendar days (not necessarilyall at one time).
In the case of 1 or 2 above, the consumermust also notify the manufacturer of theneed for the repair of the nonconformityat the following address:
Ford Motor Company16800 Executive Plaza DriveMail Drop 3NE-BDearborn, MI 48126
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You are required to submit your warrantydispute to BBB AUTO LINE before assertingin court any rights or remedies conferredby California Civil Code Section 1793.22(b).You are also required to use BBB AUTOLINE before exercising rights or seekingremedies created by the FederalMagnuson-Moss Warranty Act, 15 U.S.C.sec. 2301 et seq. If you choose to seekredress by pursuing rights and remediesnot created by California Civil Code Section1793.22(b) or the Magnuson-MossWarranty Act, resort to BBB AUTO LINE isnot required by those statutes.
THE BETTER BUSINESS
BUREAU (BBB) AUTO LINE
PROGRAM (U.S. ONLY)
Your satisfaction is important to FordMotor Company and to your dealer. If awarranty concern has not been resolvedusing the three-step procedure outlinedearlier in this chapter in the Getting theServices you need section, you may beeligible to participate in the BBB AUTOLINE program.
The BBB AUTO LINE program consists oftwo parts – mediation and arbitration.During mediation, a representative of theBBB will contact both you and Ford MotorCompany to explore options for settlementof the claim. If an agreement is not reachedduring mediation or you do not want toparticipate in mediation, and if your claimis eligible, you may participate in thearbitration process. An arbitration hearingwill be scheduled so that you can presentyour case in an informal setting before animpartial person. The arbitrator considersthe testimony provided and makes adecision after the hearing.
Disputes submitted to the BBB AUTO LINEprogram are usually decided within 40days after you file your claim with the BBB.You are not bound by the decision, andmay reject the decision and proceed tocourt where all findings of the BBB AutoLine dispute, and decision, are admissiblein the court action. Should you choose toaccept the BBB AUTO LINE decision, Fordis then bound by the decision, and mustcomply with the decision within 30 daysof receipt of your acceptance letter.
BBB AUTO LINE Application: Using theinformation that follows, please call orwrite to request a program application.You will be asked for your name andaddress, general information about yournew vehicle, information about yourwarranty concerns, and any steps you havealready taken to try to resolve them. ACustomer Claim Form will be mailed thatneeds to be completed, signed andreturned to the BBB along with proof ofownership. Upon receipt, the BBB reviewsthe claim for eligibility under the ProgramSummary Guidelines.
You can get more information bycalling BBB AUTO LINE at1-800-955-5100, or writing to:
BBB AUTO LINE a Division of BBBNational Programs, Inc.1676 International Drive, Suite 550McLean, VA 22102
BBB AUTO LINE applications can also berequested by calling the Ford MotorCompany Customer Relationship Centerat 1-800-392-3673.
For additional information, refer to theBetter Business Bureau website.
Note:Ford Motor Company reserves theright to change eligibility limitations, modifyprocedures, or to discontinue this processat any time without notice and withoutobligation.
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UTILIZING THE
MEDIATION/ARBITRATION
PROGRAM (CANADA ONLY)
For vehicles delivered to authorizedCanadian dealers. In those cases whereyou continue to feel that the efforts by Fordof Canada and the authorized dealer toresolve a factory-related vehicle serviceconcern have been unsatisfactory, Ford ofCanada participates in an impartial thirdparty mediation/arbitration programadministered by the Canadian MotorVehicle Arbitration Plan (CAMVAP).
The CAMVAP program is a straight forwardand relatively speedy alternative to resolvea disagreement when all other efforts toproduce a settlement have failed. Thisprocedure is without cost to you and isdesigned to eliminate the need for lengthyand expensive legal proceedings.
In the CAMVAP program, impartialthird-party arbitrators conduct hearings atmutually convenient times and places inan informal environment. These impartialarbitrators review the positions of theparties, make decisions and, whenappropriate, render awards to resolvedisputes. CAMVAP decisions are fast, fair,and final as the arbitrator’s award isbinding on both you and Ford of Canada.
CAMVAP services are available in allCanadian territories and provinces. Formore information, without charge orobligation, call your CAMVAP ProvincialAdministrator directly at 1-800-207-0685or visit www.camvap.ca.
GETTING ASSISTANCE
OUTSIDE THE U.S. AND
CANADA
Before exporting your vehicle to a foreigncountry, contact the appropriate foreignembassy or consulate. These officials caninform you of local vehicle registrationregulations and where to find unleadedfuel or petrol/gas engines or the propersulfur fuel for diesel engines.
If you cannot find the proper fuelrecommended for your vehicle, contactour Customer Relationship Center.
The use of improper fuels in your vehiclewithout proper conversion may damagethe effectiveness of your emission controlsystem and may cause engine knocking orserious engine damage. Ford MotorCompany or Ford of Canada is notresponsible for any damage caused by useof improper fuel. Using improper fuels mayalso result in difficulty importing yourvehicle back into the United States.
If your vehicle must be serviced while youare traveling or living in Asia-Pacific Region,Sub-Saharan Africa, U.S. Virgin Islandsand/or Puerto Rico, Central America, theCaribbean, and Israel and the Middle East,contact the nearest authorized dealer. Ifthe authorized dealer cannot help you,contact the corresponding Ford CustomerAssistance Center:
FORD MOTOR COMPANY
Customer Relationship Centers in:
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E-mailFaxPhoneCustomer Relation-ship Center
[email protected]/AN/AAsia Pacific
[email protected]/A+1-800-841-3673Caribbean andCentral America
[email protected] 4 3327 266
Ford
Middle East
80004443673
Lincoln80004441067
UAE80004441066
Saudi Arabia8008443673
Mobily and Zain cellphone users in Saudi800850078
Kuwait22280384
[email protected]/AN/ANorth Africa
[email protected]/A+1-800-841-3673Puerto Rico and U.S.Virgin Islands
[email protected]/AN/ASub-Saharan Africa
[email protected] [email protected]/A+82-02-1600-6003South Korea
If you buy your vehicle in North Americaand then relocate to any of the abovelocations, register your vehicleidentification number (VIN) and newaddress with Ford Global Trade Servicesby emailing, [email protected].
If you are in another foreign country,contact the nearest authorized dealer. Inthe event your inquiry is unresolved,communicate your concern with thedealership’s Sales Manager, ServiceManager or Customer Relations Manager.If you require additional assistance orclarification, please contact the respectiveCustomer Relationship Center aspreviously listed.
Customers in the U.S. should call1-800-392-3673.
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