2005-2011 Ford Explorer SUV Customer Assistance User Manual

MY CAR USER MANUAL

Customer Assistance for Your Ford Explorer SUV Fifth Generation (2005-2011)

Customer Assistance  
GETTING THE SERVICES YOU NEED  
Warranty repairs to your vehicle must be performed by an authorized  
Ford, Lincoln, or Mercury 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 and/or  
equipment, 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.genuineservice.com.  
• U.S. dealer locator by Dealer Name, City/State, or Zip Code  
• Owner Guides  
• Maintenance Schedules  
• Recalls  
• Ford Extended Service Plans  
• Ford Genuine Accessories  
• Service specials and promotions.  
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In Canada:  
Mailing address (Ford vehicles)  
Customer Relationship Centre  
Ford Motor Company of Canada, Limited  
P.O. Box 2000  
Oakville, Ontario L6J 5E4  
Telephone  
1-800-565-3673 (FORD)  
Online  
www.ford.ca  
Mailing address (Lincoln vehicles)  
Lincoln Centre  
Ford Motor Company of Canada, Limited  
P.O. Box 2000  
Oakville, Ontario L6J 5E4  
Telephone  
1-800-387-9333  
Online  
www.lincolncanada.com  
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/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 you 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.  
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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.  
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 18,000 miles (29,000 km), whichever occurs  
first:  
1. Two or more repair attempts are made on the same non-conformity  
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  
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  
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procedure outlined on the first page of the Customer Assistance section,  
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 and 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.  
You are not bound by the decision, but should you choose to accept the  
BBB AUTO LINE decision, Ford must abide by the accepted decision as  
well. Disputes submitted to the BBB AUTO LINE program are usually  
decided within forty days after you file your claim with the BBB.  
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  
4200 Wilson Boulevard, Suite 800  
Arlington, Virginia 22203–1833  
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.  
UTILIZING THE MEDIATION/ARBITRATION PROGRAM  
(CANADA ONLY)  
For 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/arbitration program administered by the Canadian  
Motor Vehicle Arbitration Plan (CAMVAP).  
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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 as 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 regional  
office 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. 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 America, the Caribbean, or the Middle East, contact the nearest  
authorized dealer. If the authorized dealer cannot help you, contact:  
FORD MOTOR COMPANY  
FORD EXPORT OPERATIONS  
1555 Fairlane Drive  
Fairlane Business Park #3  
Allen Park, Michigan 48101  
U.S.A.  
Telephone: (313) 594-4857  
FAX: (313) 390-0804  
Email: expcac@ford.com  
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If you are in another foreign country, contact the nearest authorized  
dealer. If the authorized dealer 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 Export Operations.  
Customers in the U.S. should call 1-800-392-3673.  
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 to order a free publication catalog, call toll free: 1-800-782-4356  
Monday-Friday 8:00 a.m. - 6:00 p.m. EST  
Helm, Incorporated can also be reached by their website:  
www.helminc.com.  
(Items in this catalog may be purchased by credit card, check or  
money order.)  
Obtaining a French Owner’s Guide  
French Owner’s Guides can be obtained from your authorized dealer or  
by writing to:  
Ford Motor Company of Canada, Limited  
Service Publications CHQ202  
The Canadian Road  
P.O. Box 2000  
Oakville, ON, Canada  
L6J 5E4  
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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 call the Vehicle Safety Hotline toll-free at  
1–888–327–4236 (TTY: 1–800–424–9153); go to http://www.safercar.gov;  
or write to:  
Administrator  
1200 New Jersey Avenue, Southeast  
Washington, D.C. 20590  
You can also obtain other information about motor vehicle safety from  
http://www.safercar.gov.  
REPORTING SAFETY DEFECTS (CANADA 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 Transport  
Canada, using their toll-free number: 1–800–333–0510.  
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Related Topics

GETTING THE SERVICES YOU NEED
IN CALIFORNIA
THE BETTER BUSINESS BUREAU (BBB) AUTO LINE PROGRAM
UTILIZING THE MEDIATION/ARBITRATION PROGRAM
GETTING ASSISTANCE OUTSIDE THE U.S. AND CANADA
ORDERING ADDITIONAL OWNER?S LITERATURE
REPORTING SAFETY DEFECTS