maintenance Mercury Mystique 1998 Customer Assistance Guide

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 maintenance 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 your 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 than 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.
If you need service
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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)
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
The dispute settlement board
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