FORD 2000 Focus - Manual (Page 266)

Customer assistance
266
To properly review your case, the
Board needs the following
information:
• legible copies ofall 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 ofrepair(s) and mileage
at the time ofoccurrence(s)
• the current mileage
• the name ofthe dealer(s) who
sold or serviced the vehicle
• a briefdescription ofyour
unresolved concern
• a briefsummary ofthe action
taken by the dealer(s) and Ford
Motor Company
• the names (ifknown) ofall the
people you contacted at the
dealership(s)
• a description ofthe action you
expect to resolve your concern
You will receive a letter of
explanation ifyour application does
not qualify for Board review.
Oral presentations
Ifyou 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.
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.
Every effort is made to decide the
case within 40 days ofthe 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 can 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
ofthe 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.