Get Customer Assistance Guide for Ford Fusion 4 Door First Generation (2006-2012)

Customer Assistance

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 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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Customer Assistance

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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Customer Assistance

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

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Customer Assistance

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,

resort to BBB AUTO LINE is not required by those statutes.

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 the Getting the services

you need 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 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 forty 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.

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Customer Assistance

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).

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 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 a regional

office or owner relations/customer relationship office.

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Customer Assistance

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

Asia-Pacific Region, Sub-Saharan Africa, U.S. Virgin Islands, Central

America, the Caribbean, and Israel, contact the nearest authorized

dealer. If the authorized dealer cannot help you, contact:

FORD MOTOR COMPANY

FORD EXPORT OPERATIONS & GLOBAL INITIATIVES

1555 Fairlane Drive

Fairlane Business Park #3

Allen Park, Michigan 48101

U.S.A.

Telephone: (313) 594-4857

For customers in Guam, the Commonwealth of the Northern Mariana

Islands (CNMI), America Samoa, and the U.S. Virgin Islands, please feel

free to call our Toll-Free Number: (800) 841-FORD (3673).

FAX: (313) 390-0804

Email: [email protected]

If your vehicle must be serviced while you are traveling or living in

Puerto Rico, contact the nearest authorized dealer. If the authorized

dealer cannot help you, contact:

Ford International Business Development Inc.

Customer Relationship Center

P.O. Box 11957

Caparra Heights Station

San Juan, Puerto Rico 00922-1957

Telephone: (800) 841-FORD (3673)

FAX: (313) 390-0804

Email: [email protected]

www.ford.com.pr

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Customer Assistance

If your vehicle must be serviced while you are traveling or living in the

Middle East, contact the nearest authorized dealer. If the authorized

dealer cannot help you, contact:

Ford Middle East

Customer Relationship Center

P.O. Box 21470

Dubai, United Arab Emirates

Telephone: +971 4 3326084

Toll-Free Number for the Kingdom of Saudi Arabia: 800 8971409

Local Telephone Number for Kuwait: 24810575

FAX: +971 4 3327299

Email: [email protected]

www.me.ford.com

If you buy your vehicle in North America and then relocate to any of the

above locations, register your vehicle identification number (VIN) and

new address with Ford Motor Company Export Operations & Global

Growth Initiatives by emailing [email protected].

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.

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 contacting Helm, Incorporated using the contact information listed

previously in this section.

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Customer Assistance

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.saferca r .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.saferca r .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, or online at:

https://wwwapps.tc.gc.ca/Saf-Sec-Sur/7/PCDB-BDPP/Index.aspx.

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Customer Assistance for Your Ford Fusion 4 Door First Generation (2006-2012)

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