Get Customer Assistance -> THE DISPUTE SETTLEMENT BOARD (U.S. ONLY) Guide for Ford Explorer SUV Third Generation (2002-2005)

Customer Assistance

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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Customer Assistance -> THE DISPUTE SETTLEMENT BOARD (U.S. ONLY) for Your Ford Explorer SUV Third Generation (2002-2005)

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