service Mercury Mystique 1998 Customer Assistance Guide

Getting roadside assistance 2
Ford extended service plan 2
Getting the service you need 3
Motorhome assistance 4
The dispute settlement board 5
Getting assistance outside of the U.S. 8
Ford accessories for your vehicle 9
Ordering additional owner's literature 13
Index 14
All rights reserved. Reproduction by any means, electronic or mechanical
including photocopying, recording or by any information storage
and retrieval system or translation in whole or part is not permitted without
written authorization from Ford Motor Company.
Copyright
r1997 Ford Motor Company
Elemental Chlorine Free
Table of 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).
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 contract backed by Ford Motor Company.
Ford ESP is an optional service contract, backed and administered by
Ford. It provides:
If you need roadside assistance
2

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
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 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.
MOTORHOME ASSISTANCE
If you require roadside assistance, please refer to the chapterGetting
Roadside Assistance. If you have a service concern, call the Motorhome
Customer Assistance Center (1-800-444-3311), which is available 24
hrs/day.
Motorhome assistance
4

If inspections or repairs are required, let the assistance center make an
appointment for you at the most appropriate repair location in your area.
Please have the following information ready before you call:
²vehicle identification number
²current mileage
²a summary of your concern
When you arrive at the repair location, explain your concern fully to the
service writer. If your problem is not resolved, please contact the number
above and advise them accordingly.
If your service problem is not resolved, ask to see the Service Manager to
review your concern.
If you are still not satisfied, contact the number above and our
Motorhome Customer Assistance Center will assist you and/or the repair
location as needed.
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
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.
What kinds of cases does the Board review?
Unresolved service or product performance complaints on Ford, Mercury
and Lincoln cars and Ford and Mercury light trucks which are within the
terms of any applicable written new vehicle warranty are eligible for
review, 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
Contacting the dispute settlement board
5

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)
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.
The dispute settlement board
6

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
7

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
You may also contact the Customer Assistance Center at 1-800-392-3673
(Ford)
TDD for the hearing impaired: 1-800-232-5952
or by writing to the Center at the following address:
Ford Motor Company
Customer Assistance Center
300 Renaissance Center
P.O. Box 43360
Detroit, Michigan 48243
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
nearest Ford dealership. If the dealership cannot help you, write or call:
Getting help outside the United States
8

Lubricants and oils
Molded splash guards
Molded vinyl floor mats
Rallye bars
Rear air deflectors
Rear decklid spoilers
Side window air deflectors
Spare tire lock
Step bumpers
Step/sill plates
Tailgate covers
Tailgate lock
Tailgate protector
Tonneau covers
Touch-up paint
Universal floor mats
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 - such as two-way radios, telephones
and theft alarms - 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
Ordering additional publications
12

Accessories ....................................9
Customer assistance
away from home .........................3
Dispute Settlement Board ...........5Extended Service Plan, Ford .......2
Order forms, service
information ..................................13
Roadside assistance ......................2
Index
14