service FORD ESCORT 1996 7.G Owner's Manual

259
Customer Assistance
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Roadside Assistance
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Ford Motor Company has set up a 24-hour,
seven-day-a-week hotline with trained operators
who put you in touch with the help you need if
you experience a problem with your vehicle.
This complimentary service is provided to you
throughout your warranty period of 3 years or
36,000 miles (60,000 km), whichever comes first.
To purchase Roadside Assistance coverages
beyond this period (available through Ford Auto
Club in the United States or Ford and
Lincoln-Mercury dealers in Canada), contact
your Ford or Lincoln-Mercury dealer.
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Roadside Assistance will cover the following:
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Mount your spare if you have a flat tire.
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Jump-start your battery if it is dead.
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Unlock your vehicle if you are locked out.
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Bring you fuel if you run out.
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Tow your vehicle if you are stranded. Even
non-warranty related tows, like accidents or
getting stuck in mud or snow, are covered
(some exclusions apply, such as impound
towing and repossession).
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How to use Roadside Assistance
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Your Roadside Assistance identification card can
be found in the Owner Guide portfolio in your
glove compartment. Complete the card and place
it in your wallet for quick reference.
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To receive roadside assistance in the United
States call 1-800-241-FORD (in Canada call
1-800-665-2006).
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Should you need to arrange for roadside
assistance yourself, Ford Motor Company will
reimburse the reasonable cost. To obtain
information about reimbursement call
1-800-241-FORD (in Canada call 1-800-665-2006).
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If You Have a Service Problem
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Ford Motor Company has authorized Ford and
Lincoln-Mercury dealerships that can service
your vehicle for you. This chapter tells you how
to get service or maintenance for your vehicle.
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Service/Maintenance Concerns
(U.S. or Canada)
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Ford recommends taking your vehicle to your
selling dealer who wants to ensure your
continued satisfaction. You may, however, take
your vehicle to any authorized Ford or
Lincoln-Mercury dealer. In most cases, your
dealer will be able to resolve your concern.
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If you are not satisfied with the service you
received from your dealership's service
department, talk to the service manager at the
dealership, or if you still are not satisfied, talk to
the owner or general manager of the dealership.
In most cases, you will have your concern
resolved at this level.
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261
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If you are away from home when your vehicle
needs to be serviced, or if you need more help
than the dealer gave you, contact the Ford
Customer Assistance Center to find an
authorized dealership that may be able to help.
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To process your request, the Ford Customer
Assistance Center needs the following
information:
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your telephone number (both business and
home)
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the name of the dealer and the city where the
dealership is located
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the year and make of your vehicle
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the date purchased
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the current mileage on your vehicle
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your Vehicle Identification Number (VIN)
(listed on your owner card)
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If you have questions or concerns with your
vehicle, please follow these steps:
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1. Contact your Sales Representative or Service
Advisor at your selling/servicing dealership.
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2. If the inquiry or concern remains unresolved,
contact the Sales Manager or Service
Manager at your selling/servicing dealership.
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3. If the inquiry or concern cannot be resolved
at the dealership level, contact the Ford
Customer Assistance Center.
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In the United States, contact:
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one inch art:0060100-E
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If you live in Canada and have any questions or
concerns that the dealership cannot answer,
contact the Customer Assistance Centre.
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one inch art:0060101-C
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If you still have a service or product complaint,
you may wish to contact the Dispute Settlement
Board (U.S. only) or the Canadian Motor Vehicle
Arbitration Plan (CAMVAP) in Canada.
[HS02300(ALL)08/93]The Dispute Settlement Board
(U.S. only)
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The Dispute Settlement Board is a voluntary,
independent dispute-settlement program
available free to owners or lessees of qualifying
Ford Motor Company vehicles.
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The Dispute Settlement Board may not be
available in all states. Ford Motor Company
reserves the right to change eligibility
limitations, modify procedures and/or to
discontinue this process at any time without
notice and without incurring obligations.
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What Kind of Cases Does the Board
Review?
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The Board reviews unresolved warranty
performance complaints on Ford, Mercury and
Lincoln cars and Ford and Mercury Light Trucks
under warranty that have not been resolved by a
dealer or Ford Motor Company.
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The Board does not review issues involving:
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A non-Ford product
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A non-Ford dealership
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A vehicle sales transaction
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A request for reimbursement of consequential
expenses unless incidental to a service or
product complaint being reviewed
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Items not covered by your warranty
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Alleged liability claims
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Property damage where such damage is
significant when compared to the economic
loss alleged under the warranty dispute
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Cases currently in litigation
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Vehicles not used primarily for personal,
family, or household purposes
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NOTE: Complaints involving vehicles on
which applicable express written new
vehicle warranties have expired at
receipt of your application are not
eligible. Eligibility may differ
according to state law. For example, see
the unique brochure for California
purchasers/lessees.
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the date you bought your vehicle
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the date of repair and the mileage at the time
of repair
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the current mileage
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the name of the dealer who sold you the
vehicle or who serviced your vehicle
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a brief description of your unresolved
complaint
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a brief summary of actions that were taken
with the dealer and Ford Motor Company
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the names (if known) of all people you
contacted at the dealership
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a description of the action you want done to
resolve your concern.
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Should your application NOT qualify for review,
an explanation will be mailed to you.
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Reporting Safety Defects
(U.S. only)
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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.
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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.
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Canadian Motor Vehicle Arbitration Plan
(CAMVAP)
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If a specific item of concern arises, where a
solution cannot be reached between a vehicle
owner, Ford of Canada, and/or one of its
dealers (that all parties can agree upon), the
owner may wish to use the services offered by
the Canadian Motor Vehicle Arbitration Plan
(CAMVAP).
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CAMVAP uses the services of Provincial
Administrators to assist consumers in scheduling
and preparing for their arbitration hearings.
However, before you can proceed with
CAMVAP you must follow your manufacturer's
dispute resolution process as outlined under
Service/Maintenance Concerns (U.S. or Canada)
earlier in this chapter.
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Consumers wishing to obtain further information
about the program can obtain an information
booklet from your dealer or contact the
Provincial Administrator, Canadian Motor
Vehicle Arbitration Plan, at the address or
telephone number shown below.
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O & P Services
595 Bay Street Ð Suite 300
Toronto, Ontario
M5G 2C2
Telephone 1 (800) 207-0685
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This plan is not available in the province of
Quebec.
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Getting Help Outside the U.S.
and Canada
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Before you export your vehicle to a foreign
country, contact the appropriate foreign embassy
or consulate to make sure local regulations do
not prevent you from registering your vehicle.
Officials at the embassy can also help you decide
whether you should import your vehicle to that
country.
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Officials at the embassy or consulate can tell you
where to get unleaded fuel. If you cannot get
unleaded fuel or can get only fuel with an
anti-knock index that is lower than your vehicle
needs, contact a district or owner relations office
before you leave the U.S. or Canada.
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Use of leaded fuel in your vehicle without a
proper conversion may damage the effectiveness
of your emissions control system and may cause
engine knocking or serious engine damage. Ford
Motor Company is not responsible for any
damage that is caused by use of improper fuel.
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You may also have difficulty importing your
vehicle back into the U.S. if you use leaded fuel.
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If your vehicle must be serviced while you are
traveling or living in Central or South America,
the Caribbean, or the Middle East, contact the
nearest Ford dealership. If the dealership cannot
help you, write to:
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one inch art:0095024-A
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Servicing Your Escort
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Service Made Easy
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Ford has two goals for servicing your vehicle.
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1. When we can, we design parts that do not
need to be serviced.
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2. We want to make servicing your vehicle as
easy as possible. To help you:
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We highlight do-it-yourself items in yellow in
the engine compartment so that you can find
them easily.
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When possible, we design parts Ð such as
the headlamp bulbs Ð that can be replaced
without tools.
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We give you a Maintenance Schedule that
makes tracking routine service for your
vehicle easy. The maintenance schedule is
located in theMaintenance Schedule and Record
booklet.
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This chapter tells you about the basic parts that
you need to check and service regularly.
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If your vehicle needs professional servicing, your
dealership can provide the parts and service
required. Check yourWarranty Information Booklet
to find out which parts and services are covered.
Also see theCustomer Assistancechapter of this
owner guide.
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For more information concerning the
maintenance and service of your vehicle, see
Understanding the Emission Control Systemin this
chapter.
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Ford Motor Company recommends that the
Owner Maintenance Checks listed in the
Maintenance Schedule and Recordbooklet be
performed for the proper operation of your
vehicle. In addition to the conditions listed in
theOwner Maintenance Checklist, be alert for any
unusual noise, vibration, or other indication that
your vehicle may need service. If you do notice
something unusual, see that your vehicle is
serviced promptly.
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Use only recommended fuels, lubricants, fluids,
and service parts conforming to Ford
specifications. Motorcraft parts are designed and
built to provide the best performance in your
vehicle. Using these parts for replacement is
your assurance that Ford-built quality stays in
your vehicle.
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NOTE: Always dispose of used automotive
fluids in a responsible manner. Follow
your community's standards for
disposing of these types of fluids. Call
your local recycling center to find out
about recycling automotive fluids.
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Precautions When Servicing Your
Vehicle
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Be especially careful when inspecting or
servicing your vehicle. Here are some general
precautions for your safety:
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Do not work on a hot engine. The engine
cooling fan may come on unexpectedly.
Always turn the engine off and let it cool.
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RWARNING
The cooling fan is automatic and may
come on at any time. Always disconnect
the negative terminal of the battery before
working near the fan.
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