Get Customer Assistance Guide for Ford Fusion 4 Door Second Generation (2013-2020)

Customer Assistance

GETTING THE SERVICES YOU

NEED

Website

www.owner.ford.com

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.

These are some of the items that can be

found online:

•

U.S. dealer locator by Dealer Name,

City/State or Zip Code.

•

Owner Manuals.

Please note that certain warranty repairs

require special training and 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.

Maintenance Schedules.

Recalls.

Ford Extended Service Plans.

Ford Genuine Accessories.

Service specials and promotions.

In Canada:

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.

Mailing address

Customer Relationship Centre

Ford Motor Company of Canada, Limited

P.O. Box 2000

Oakville, Ontario L6K 0C8

Telephone

Away From Home

1-800-565-3673 (FORD)

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.

Website

www.ford.ca

In the United States:

Twitter

Mailing address

@FordServiceCA (English Canada)

@FordServiceQC (Quebec)

Ford Motor Company

Customer Relationship Center

P.O. Box 6248

Additional Assistance

Dearborn, MI 48126

If you have questions or concerns, or are

unsatisfied with the service you are

receiving, follow these steps:

Telephone

1-800-392-3673 (FORD)

(TDD for the hearing impaired:

1-800-232-5952)

1. Contact your Sales Representative or

Service Advisor at your selling or

servicing authorized dealer.

Additional information and resources are

available online:

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Customer Assistance

2. If your inquiry or concern remains

IN CALIFORNIA (U.S. ONLY)

unresolved, contact the Sales Manager,

Service Manager or Customer Relations

Manager.

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

3. If you require assistance or clarification

on Ford Motor Company policies,

please contact the Ford Customer

Relationship Center.

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.

In order to help us serve you better, please

have the following information available

when contacting a Customer Relationship

Center:

•

Vehicle Identification Number.

Your telephone number (home and

business).

•

The name of the authorized dealer and

city where located.

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 mi (29,000 km), whichever

occurs first:

The vehicle’s current odometer reading.

In some states within the United States,

you must directly notify Ford in writing

before pursuing remedies under your

state's warranty laws, and Ford is also

allowed a final repair attempt.

Additionally, in some states within the

United States, a consumer has the option

of submitting a warranty dispute 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.

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

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.

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.

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.

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.

You can get more information by

calling BBB AUTO LINE at

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

1-800-955-5100, or writing to:

BBB AUTO LINE

3033 Wilson Boulevard, Suite 600

Arlington, Virginia 22201

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.

consider the testimony provided and make

a decision after the hearing.

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Customer Assistance

UTILIZING THE

MEDIATION/ARBITRATION

PROGRAM (CANADA ONLY)

GETTING ASSISTANCE

OUTSIDE THE U.S. AND

CANADA

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).

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 or petrol/gas engines or the proper

sulfur fuel for diesel engines.

If you cannot find the proper fuel

recommended for your vehicle, contact

our Customer Relationship Center.

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.

The use of improper fuels 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 or Ford of Canada is not

responsible for any damage caused by use

of improper fuel. Using improper fuels may

also result in difficulty importing your

vehicle back into the United States.

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.

If your vehicle must be serviced while you

are traveling or living in Asia-Pacific Region,

Sub-Saharan Africa, U.S. Virgin Islands

and/or Puerto Rico , Central America, the

Caribbean, and Israel and the Middle East,

contact the nearest authorized dealer. If

the authorized dealer cannot help you,

contact the corresponding Ford Customer

Assistance Center:

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.

FORD MOTOR COMPANY

Customer Relationship Centers in:

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Customer Assistance

Customer Relation-

ship Center

Phone

N/A

Fax

N/A

-

E-mail

Asia Pacific

[email protected]

Caribbean and

Central America

+1 313 594 4857

Ford

80004443673

Lincoln

80004441067

UAE

80004441066

Middle East

971 4 3327 266

[email protected]

Saudi Arabia

8008443673

Mobily and Zain cell

phone users in Saudi

800850078

Puerto Rico and U.S.

Virgin Islands

+1-800-841-3673

+1-313-594-4857

+63-2-717-6410

N/A

[email protected]

Sub-Saharan Africa

South Korea

[email protected] or

[email protected]

Customers in the U.S. should call

1-800-392-3673.

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 Global Trade Services

by emailing, [email protected].

ORDERING ADDITIONAL

OWNER'S LITERATURE

If you are in another foreign country,

contact the nearest authorized dealer. In

the event your inquiry is unresolved,

communicate your concern with the

dealership’s Sales Manager, Service

Manager or Customer Relations Manager.

If you require additional assistance or

clarification, please contact the respective

Customer Relationship Center as

previously listed.

To order the publications in this portfolio,

contact Helm, Incorporated at:

HELM, INCORPORATED

47911 Halyard Drive

Plymouth, Michigan 48170

Attention: Customer Service

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

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Customer Assistance

Helm, Incorporated can also be reached

by their website:

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.

www.helminc.com

(Items in this catalog may be purchased

by credit card, check or money order.)

Obtaining a French Owner’s

Manual

French Owner’s Manual can be obtained

from your authorized dealer or by

contacting Helm, Incorporated using the

contact information listed previously in this

section.

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:

REPORTINGSAFETYDEFECTS

(U.S. ONLY)

Administrator

1200 New Jersey Avenue,

Southeast

E142557

Washington, D.C. 20590

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.

You can also obtain other

information about motor vehicle

safety from

http://www.safercar.gov.

REPORTINGSAFETYDEFECTS

(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 and Ford of

Canada.

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Customer Assistance

Transport Canada Contact Information

Website

Phone

http://www.tc.gc.ca/eng/motorvehiclesafety/reporting-defects-motor-

vehicles.html (English)

http://www.tc.gc.ca/fra/securiteautomobile/signaler-defauts-vehicules-

automobiles.html (French)

1–800–333–0510

Ford of Canada Contact Information

www.ford.ca

Website

Phone

1–800–565-3673

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Customer Assistance for Your Ford Fusion 4 Door Second Generation (2013-2020)

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