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Customer assistance – FORD 2001 Focus User Manual

Page 276

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Customer assistance

276

• sales disputes between customer

and dealer except those associated

with warranty repairs or concerns

with the vehicle's performance as

designed
• a request for reimbursement of

consequential expenses unless a

service or product concern is being

reviewed
• items not covered by the New

Vehicle Limited Warranty

(including maintenance and wear

items)
• alleged personal injury/property

damage claims
• cases currently in litigation
• vehicles not used primarily for

family, personal or household

purposes (except in states where

the Dispute Settlement Board is

required to review comercial

vehicles).
• vehicles with nonĆU.S. warranties
Concerns are ineligible for review if

the New Vehicle Limited Warranty

has expired at receipt of your

application and in certain states

eligibility is dependent upon the

customer's possession of the

vehicle.
Eligibility may differ according to

state law. For example see the

unique brochures for California,

West Virginia, Georgia and

Wisconsin purchasers/lessees.

Board membership

The Board consists of:
• three consumer representatives
• a Ford or LincolnĆMercury

dealership representative
Consumer candidates for Board

membership are recruited and

trained by an independent

consulting firm. The dealership

Board member is chosen from Ford

and LincolnĆMercury dealership

management, recognized for their

business leadership qualities.

What the Board needs

To have your case reviewed you

must complete the application in

the DSB brochure and mail it to the

address provided on the application

form.
Your application is reviewed and, if

it is determined to be eligible, you

will receive an acknowledgement

indicating:
• the file number assigned to your

application
• the tollĆfree phone number of the

DSB's independent administrator
Your dealership and a Ford Motor

Company representative will be

asked to submit statements.