Customer assistance – FORD 2003 F-550 v.1 User Manual
Page 180
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
maybe requested bythe 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 maybe terminated at anytime byeither party.
Everyeffort is made to decide the case within 40 days of the date that
all requested information is received bythe Board. Since the Board
generallymeets once a month, it maytake 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 mayalso contact the North American Customer Relationship Center
at 1-800-392-3673 (Ford), TDD for the hearing impaired: 1-800-232-5952
or bywriting to the Center at the following address:
Ford Motor Company
Customer Relationship Center
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
UTILIZING THE MEDIATION/ARBITRATION PROGRAM
(CANADA ONLY)
In those cases where you continue to feel that the efforts by Ford and
the 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 bythe Canadian Motor
Vehicle Arbitration Plan (CAMVAP).
Customer Assistance
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