Get Customer Assistance Guide for Ford Explorer SUV Third Generation (2002-2005)

Customer Assistance

GETTING THE SERVICES YOU NEED

At home

Ford Motor Company and Ford of Canada have authorized dealerships to

service your vehicle. It is preferred that you return to the Ford dealer

where your vehicle was purchased when warranty repairs are needed.

However, you may also take your vehicle to another Ford Motor

Company or Ford of Canada dealership authorized for warranty repairs.

Certain warranty repairs require special training though, so not all

dealers are authorized to perform all warranty repairs. That means that

depending on the warranty repair needed, the vehicle may need to be

taken to another dealer. If a particular dealership can not 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 inquiry or concern cannot be resolved at the dealership level,

please contact the Ford Customer Relationship Center.

Away from home

If you own a Ford or Mercury 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

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 Company of 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

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 Company of 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 city where 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 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.

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 by Ford Motor Company

or Ford Motor Service Company (in the U.S.) and Ford of Canada (in

Canada). It provides the following:

• Benefits during the warranty period 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

Warranty expires.

You may purchase Ford ESP from any participating Ford and Lincoln

Mercury and 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 by a network of

more than 5,000 participating Ford or Lincoln Mercury and 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.

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THE DISPUTE SETTLEMENT BOARD (U.S. ONLY)

The Dispute Settlement Board is:

• an independent, third-party arbitration program for warranty disputes

• available 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 to discontinue this service without notice and without

incurring obligations per applicable state law.

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:

• a non-Ford product

• a non-Ford dealership

• sales disputes between customer and dealer except those associated

with warranty repairs 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 by the New Vehicle Limited Warranty (including

maintenance and wear items)

• alleged personal injury/property damage claims

• cases currently in litigation

• vehicles not used primarily for 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.

Eligibility may differ according to state law. For example, see the unique

brochures for California, West Virginia, Georgia and Wisconsin

purchasers/lessees.

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Board membership

The Board consists of:

• three consumer representatives

• a 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.

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 Company representative will then be

asked to submit statements.

To properly review 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 summary of the action taken by the 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

qualify for Board review.

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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.

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

P.O. Box 6248

Dearborn, Michigan 48121

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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).

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. 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:

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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

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.

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.)

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.

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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:

Ford Motor Company

16800 Executive Plaza Drive

Mail Drop 3NE-B

Dearborn, MI 48126

REPORTING SAFETY DEFECTS (U.S. ONLY)

If you believe that your vehicle has

a defect which could cause a crash

or could cause injury or death, you

should immediately inform the National Highway Traffic Safety

Administration (NHTSA) in addition to notifying Ford Motor Company.

If NHTSA receives similar complaints, it may open an investigation, and

if it finds that a safety defect exists in a group of vehicles, it may order a

recall and remedy campaign. However, NHTSA cannot become involved

in individual problems between you, your dealer, or Ford Motor

Company.

To contact NHTSA, you may either call the Auto Safety Hotline toll-free

at 1–800–424–9393 (or 366–0123 in the Washington D.C. area) or write

to:

NHTSA

U.S. Department of Transportation

Washington, D.C. 20590

You can also obtain other information about motor vehicle safety from

the Hot-line.

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Customer Assistance for Your Ford Explorer SUV Third Generation (2002-2005)

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