mileage LINCOLN CONTINENTAL 1998 Customer Assistance Guide

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.
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
Lincoln Customer Assistance Center
300 Renaissance Center
P.O. Box 43360
Detroit, Michigan 48243
1-800-521-4140
(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 mileage of your vehicle
If you need service
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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)
²vehicles which are no longer in the customer's possession
Complaints involving vehicles on 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
brochures for California and Wisconsin purchasers/lessees.
Board membership
The Board consists of:
²three consumer representatives
²a Ford or Lincoln/Mercury dealer
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 properly review your case, 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 mileage at the time of occurrence(s)
The Dispute Settlement Board
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²the current 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 by the dealer(s) and Ford Motor
Company
²the names (if known) of all the people you contacted at the
dealership(s)
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 Ford Motor Company.
Making a decision
Board members review all available information related to each complaint,
including oral presentations, and arrive at a fair and impartial decision.
Because the Board usually meets only once a month, some cases may
take longer than 30 days to be reviewed. Every effort will be made to
resolve each case within 40 days of receiving the consumer's application
form.
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 the dealer, in most states, and Ford, but not on
consumers who are free to pursue other remedies available to them
under state or federal law. Board decisions 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
P.O. Box 5120
Southfield, MI 48086±5120
The Dispute Settlement Board
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