service FORD WINDSTAR 1997 1.G Customet Assistance Guide

Getting roadside assistance 2
Ford Extended Service Plan 2
Getting the service you need 3
The Dispute Settlement Board 4
Getting assistance outside of the US 7
Ordering service publications 9
Accessories 10
Ordering additional owner literature 13
Index 14
Contents
1

GETTING ROADSIDE ASSISTANCE
To fully assist you should you have a vehicle concern, Ford Motor
Company has a complimentary roadside assistance service hotline. The
service is available:
²24-hours, seven days a week
²through the warranty period of three years or 60,000 km (36,000
miles), whichever comes first
To purchase roadside assistance coverage beyond this period through the
Ford Auto Club, contact your Ford or Lincoln-Mercury dealer.
Roadside assistance will:
²mount the spare if you have a flat tire
²jump-start the battery if it becomes discharged
²unlock the vehicle if you are locked out
²bring fuel if you run out
²tow the vehicle if you are stranded. Even non-warranty related tows,
like accidents or getting stuck in the mud or snow, are covered (some
exclusions apply, such as impound towing or repossession).
Daily rental units are not eligible for roadside assistance.
Additional roadside assistance coverage is unavailable in Puerto Rico and
the Virgin Islands.
Using roadside assistance
Complete the roadside assistance identification card (found in the Owner
Guide portfolio in the glove compartment) and place it in your wallet for
quick reference.
To receive roadside assistance, call 1-800-241-FORD.
Should you need to arrange assistance for yourself, Ford Motor Company
will reimburse a reasonable amount. To obtain information about
reimbursement, call 1-800-241-FORD.
FORD EXTENDED SERVICE PLAN
You can get more protection for your new car or light truck by
purchasing a Ford Extended Service Plan (Ford ESP). Ford ESP is the
only extended service program with the Ford name on it and the only
service backed by Ford Motor Company.
Customer assistance
2

Ford ESP is an optional service contract, backed and administered by
Ford. It provides:
²protection against repair costs after your Bumper to Bumper Warranty
expires;
and
²other benefits during the warranty period (such as: reimbursement for
rentals; coverage for certain manintenance and wear items).
You may purchase Ford ESP from any participating Ford Motor Company
dealer. There are several Ford ESP plans available in various
time-and-mileage combinations. Each plan can be tailored to fit your own
driving needs, including reimbursement benefits for towing and rental.
(In Hawaii, rules vary. See you dealer for details.)
When you buy Ford ESP, you receive peace-of-mind protection
throughout the United States and Canada, provided by a network of
more the 5,100 participating Ford Motor Company dealers.
Repairs performed outside the United States and Canada are not eligible
for ESP coverage.
This information is subject to change. Ask your dealer for complete
details about Ford ESP coverage.
GETTING THE SERVICE YOU NEED
At home
Ford Motor Company has authorized Ford and Lincoln-Mercury
dealerships to service your vehicle. Ford strongly recommends taking
your vehicle to the selling dealership because they have a vested interest
in your continued satisfaction. You may, however, take your vehicle to
any authorized Ford or Lincoln-Mercury dealer.
Your dealer has factory-trained technicians and the latest diagnostic
equipment to ensure your new vehicle is serviced properly. Ford and
Lincoln-Mercury dealerships also carry genuine Ford parts and
accessories, providing you with original equipment reliability.
If you are not satisfied with the service you receive at the dealership,
speak with the service manager. If you are still not satisfied, speak with
the owner or general manager of the dealership. In most cases, your
concern will be resolved at this level.
Customer assistance
3

Away from home
If you are away from home when your vehicle needs service, or if you
need more help than the dealership could provide, contact the Ford
Customer Assistance Center to find an authorized dealership to help you:
Ford Motor Company
Customer Assistance Center
300 Renaissance Center
P.O. Box 43360
Detroit, Michigan 48243
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
Please have the following information available when contacting Ford
Customer Assistance:
²your telephone number (home and business)
²the name of the dealer and the city where the dealership is located
²the year and make of your vehicle
²the date of vehicle purchase
²the current kilometers (mileage) of your vehicle
²the vehicle identification number (VIN) listed on your vehicle
ownership license
If you still have a complaint involving a warranty dispute, you may wish
to contact the Dispute Settlement Board.
A warranty dispute must be submitted to the Dispute Settlement Board
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.
THE DISPUTE SETTLEMENT BOARD
The Dispute Settlement Board is:
²an independent, third-party arbitration program for warranty disputes
²available free to owners and lessees of qualifying Ford Motor Company
vehicles
Contacting the Dispute Settlement Board
4

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 discontinue this service without notice and without
incurring obligations.
What kinds of cases does the Board review?
The Board reviews all warranty performance complaints on Ford,
Mercury and Lincoln cars and Ford and Mercury light trucks under the
new vehicle limited warranty that have not been resolved by either a
dealer or Ford Motor Company, except those involving:
²a non-Ford product
²a non-Ford dealership
²a vehicle sales transaction
²request for reimbursement of consequential expenses. Expenses
incidental to the warranty complaint being reviewed are eligible for
consideration
²items not covered by the new vehicle limited warranty
²items covered by a service contract
²alleged liability claims
²property damage where the damage is significant when compared to
the economic loss alleged under the warranty dispute
²cases currently in litigation
²vehicles not used primarily for family, personal or household purposes
(except in states where the Dispute Settlement Board is required to
review commercial vehicles)
Complaints involving vehicles in which applicable new vehicle limited
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 and Wisconsin purchasers/lessees.
How does the Board work?
The Board consists of:
²three consumer representatives
²a Ford or Lincoln/Mercury dealer
Contacting the Dispute Settlement Board
5

Consumer candidates for Board membership are recruited and trained by
an independent consulting firm. Dealers are chosen because of 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 acknowledgment indicating:
²the file number assigned to your application
²the toll-free phone number of the DSB's independent administrator
Your dealership and a Ford Motor Company representative are asked to
submit statements at this time.
To review your case properly, the Board needs the following information:
²legible copies of all documents and maintenance or repair orders
relevant to the case
²the year, make, model, and Vehicle Identification Number (VIN) listed
on your vehicle ownership license
²the date of repair(s) and kilometers (mileage) at the time of
occurrence(s)
²the current kilometers (mileage)
²the name of the dealer who sold or serviced the vehicle
²a brief description of your unresolved concern
²a brief summary of the action taken with the dealer and Ford Motor
Company
²the names (if known) of all the people you contacted at the dealership
²a description of the action you expect to resolve your concern
Should your case NOT qualify for review, a letter of explanation will be
mailed to you.
Oral presentations
If the involved vehicle is within 36 months and 36,000 miles of the
warranty start date, you have the right to make an oral presentation
before the Board. Indicate your choice to do so on the application. Oral
presentations may also be requested by the Board.
Contacting the Dispute Settlement Board
6

Making a decision
Board members will review all available information related to the
complaint, including oral presentations, if necessary. They then arrive at
a fair and impartial decision, decided by a simple majority vote.
Because the Board usually meets only once a month, some cases may
take longer than 30 days to be reviewed. The Board makes every effort
to resolve each case within 40 days of receiving the consumer application
form.
After a case is reviewed, the Board mails you its decision letter. The
Board also provides a form on which to accept or reject the Board's
decision. The decisions of the Board are binding on the dealer and Ford,
but not on consumers who may elect to pursue other remedies available
to them under state and federal law. Decisions of the Board may be
presented as evidence by any party in subsequent legal proceedings that
may be initiated, where allowed by law.
To Request a DSB Brochure/Application
For a brochure/application, speak to your dealer or write to the Board at
the following address:
Dispute Settlement Board
PO Box 5120
Southfield, MI 48086-5120
GETTING ASSISTANCE OUTSIDE OF THE U.S.
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.
If you cannot find unleaded fuel or can only get fuel with an anti-knock
index lower than is recommended for your vehicle, contact a district or
owner relations office before you leave the U.S.
The use of leaded fuel 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 is not
responsible for any damage caused by using improper fuel.
Using leaded fuel may also result in difficulty importing your vehicle
back into the U.S.
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
Customer assistance
7

FOR INFORMATION ON ORDERING SERVICE
PUBLICATIONS, CONTACT:
U.S. RESIDENTS
CALL
HELM, INCORPORATED
1-800-782-4356
Monday - Friday 8:00 A.M. - 6:30 P.M. EST
For Credit Card Holder Orders Only
CANADIAN RESIDENTS
CALL
Ford Motor Company of Canada, Ltd.
1-800-387-4966
Monday - Friday 8:00 A.M. - 6:30 P.M. EST
For Credit Card Holder Orders Only
Customer assistance
9

Step/sill plates
Super seal rustproofing (unavailable in Canada)
Super seal undercoating (unavailable in Canada)
Super seal fabric protector (unavailable in Canada)
Touch-up paint
For maximum vehicle performance, keep the following information in
mind when adding accessories or equipment to your vehicle:
²When adding accessories, equipment, passengers, and luggage to
your vehicle, do not exceed the total weight capacity of the vehicle
or of the front or rear axle (GVWR or GAWR as indicated on the
Safety compliance certification label). Consult your dealer for
specific weight information.
²The Federal Communications Commission (FCC) regulates the use
of mobile communications systems Ð such as two-way radios,
telephones, and theft alarms Ð that are equipped with radio
transmitters. Any such equipment installed in your vehicle should
comply with FCC or CRTC regulations and should be installed only
by a qualified service technician.
²Mobile communications systems may harm the operation of your
vehicle, particularly if they are not properly designed for automotive
use or are not properly installed. When operated, such systems may
cause the engine to stumble or stall. In addition, such systems may
be damaged or their performance may be affected by operating your
vehicle. (Citizens band [CB] transceivers, garage door openers, and
other transmitters with outputs of five watts or less will not
ordinarily affect your vehicle's operation.)
²Ford cannot assume responsibility for any adverse effects or damage
that may result from the use of such equipment.
Accessories
12

Accessories ..................................10
Customer assistance
away from home .........................4
Customer Assistance Center,
Ford (U.S.) ....................................4
Dispute Settlement Board ...........4Extended Service Plan, Ford .......2
Ford Dispute Settlement Board ..4
Order forms, service
information ....................................9
Roadside assistance ......................2
Index
14