FORD WINDSTAR 1997 1.G Owners Manual

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If You Have a Service Concern
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Ford Motor Company has authorized Ford and Lincoln-Mercury
dealerships to service your vehicle. This section tells you how to
get service or maintenance for your vehicle.
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Dealership Service and Maintenance
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Your satisfaction is our #1 goal. If you have questions or
concerns with your vehicle, we suggest you follow these steps:
[HS01530(ALL)04/96]1.
Contact your Sales Representative or Service Advisor at your
selling/servicing dealership.
[HS01540(ALL)04/95]2.
If the inquiry or concern remains unresolved, contact the
Sales Manager or Service Manager at the dealership.
[HS01550(ALL)04/95]3.
If the inquiry or concern cannot be resolved at the dealership
level, please contact the Ford Customer Assistance Center.
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In the United States:
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In Canada:
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Outside the U.S. or Canada:
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To process your request, the Ford Customer Assistance Center
needs the following information:
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your telephone number(s) (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 17-digit Vehicle Identification Number (VIN) (shown on
your owner card)
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If you still have a complaint involving a warranty dispute, you
may wish to contact the Dispute Settlement Board (U.S. only) or
the Canadian Motor Vehicle Arbitration Plan (CAMVAP) in
Canada.
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The Dispute Settlement Board (U.S. Only)
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The Dispute Settlement Board is:
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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
service without notice and without incurring obligations.
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What Kinds of Cases Does the Board Review?
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The Board reviews all product performance and service
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, except those
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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request for reimbursement of consequential expenses.
Expenses incidental to the warranty complaint being
reviewed are eligible for consideration.
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items not covered by the new vehicle limited warranty
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alleged liability claims
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property damage where the 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 family, personal, or
household purposes (except in states where the Dispute
Settlement Board is required to review commercial vehicles)
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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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How Does the Board Work?
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The Board consists of:
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three consumer representatives
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a Ford or Lincoln/Mercury dealer
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Consumer candidates for Board membership are recruited and
trained by an independent consulting firm. Dealers are chosen
because of their business leadership qualities.
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If the involved vehicle is within 36 months and 36,000 miles of
the date of delivery (warranty start date), you have the right to
make an oral presentation before the Board by indicating your
choice on the application. Also, oral presentations may be
requested by the Board. A decision is made by the Board by
simple majority vote.
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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.
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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.
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After your case has been reviewed, the Board will mail you its
decision in writing. It will also provide you with a form to
indicate your acceptance or rejection of an award decision. The
decisions of the board are binding on the dealer and Ford, but
customers may have other options available to them under state
or federal law.
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The decisions of the Board, however, may be introduced into
evidence by any party in subsequent legal proceedings that may
be initiated.
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How Do You Contact the Board?
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Write to the Board at the following address to request a
brochure that contains an application. You will be sent a
brochure which contains a one-page customer application form.
The form should be completed and mailed to the same address.
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You will be sent a brochure and a one-page customer
application form. To begin the Board review process, the form
should be completed and mailed to the special Board P.O. Box
number shown above.
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What is the Review Process?
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Your application will be reviewed and if it is determined to be
eligible, you will receive an acknowledgment indicating the file
number assigned to your application and the local Board
address. At the same time, your dealer and Ford Motor
Company representative are asked to submit statements.
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To review your case properly, the Board needs the following
information:
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legible copies of all documents and maintenance or repair
orders relevant to the case
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the year, make, model, and Vehicle Identification Number
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the date you bought your vehicle
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the date of repair(s) and mileage at the time of occurrence(s)
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the current mileage
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the name of the dealer who sold or serviced the vehicle
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a brief description of your unresolved concern
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a brief summary of the action taken with the dealer and
Ford Motor Company
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the names (if known) of all the people you contacted at the
dealership
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a description of the action you want taken to resolve your
concern
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Should your case NOT qualify for review, a letter of explanation
will be mailed to you.
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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 customer assistance center 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, contact:
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If you are in other foreign countries, contact the nearest Ford
dealership. If the dealership cannot help you, they can direct
you to the appropriate Ford affiliate office.
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If you buy your vehicle in North America and then relocate
outside of the U.S. or Canada, register your Vehicle
Identification Number and new address with Ford Motor
Company Export Operations.
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Ford of Canada Customer Assistance
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Ford Motor Company of Canada, Limited
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Owners who wish to telephone the Company may contact the
Customer Assistance Centre using the following telephone
number or may write to the following address:
[HS09300(ALL)08/93]
Please have your 17-digit vehicle identification number available.
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Mediation/Arbitration Program (Canada Only)
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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 by the Canadian Motor Vehicle Arbitration Plan
(CAMVAP).
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The CAMVAP program is a straight-forward and relatively
speedy alternative to resolve a disagreement when all other
efforts to produce a settlement have failed. This procedure is
without cost to you and is designed to eliminate the need for
lengthy and expensive legal proceedings.
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In the CAMVAP program, impartial third-party Arbitrators
conduct hearings at mutually convenient times and places in an
informal environment. These impartial Arbitrators review the
positions of the parties, make decisions and, where appropriate,
render awards to resolve disputes. CAMVAP decisions are fast,
fair and final as the arbitrator's award is binding on both you
and Ford of Canada.
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CAMVAP services are available in all territories and provinces,
except Quebec. For more information, without charge or
obligation, call your CAMVAP Provincial Administrator directly
at 1-800-207-0685.
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351
Accessories
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Ford Accessories for Your Windstar
[AC00600(ALL)11/93]
Many accessories for your Windstar are available through your
local authorized dealer. These accessories have been designed to
meet your needs and are custom designed to complement the
style and aerodynamics of your vehicle. Some of the available
accessories are listed below.
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Safety, Comfort, and Convenience
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Comfort and Convenience
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Engine Block Heater (Standard in Canada)
Remote Keyless Entry
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Protection and Appearance Equipment
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Aero Running Boards
Molded Running Boards
Carpet Floor Mats
Cleaners, Waxes and Polishes
Front End Cover
Front End Mini Cover
Lubricants and Oils
Side Window Shields
Styled Wheel Protector Locks
Rear Air Deflector
Door Edge Guards
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