Customer Assistance
GETTING THE SERVICES YOU NEED
At home
You must take your Ford vehicle to an authorized dealer for warranty repairs. While any authorized dealer handling your vehicle line will provide warranty service, we recommend you return to your selling authorized dealer who wants to ensure your continued satisfaction. Please note that certain warranty repairs require special training and/or equipment, so not all authorized dealers are authorized to perform all warranty repairs. This means that, depending on the warranty repair needed, you may have to take your vehicle to another authorized dealer. A reasonable time must be allowed to perform a repair after taking your vehicle to the authorized dealer. Repairs will be made using Ford or Motorcraft parts, or remanufactured or other parts that are authorized by Ford.
If you have questions or concerns, or are unsatisfied with the service you are receiving, follow these steps:
-
Contact your Sales Representative or Service Advisor at your selling/servicing authorized dealer.
-
If your inquiry or concern remains unresolved, contact the Sales Manager, Service Manager or Customer Relations Manager.
-
If you require assistance or clarification on Ford Motor Company policies or procedures, please contact the Ford Customer Relationship Center at 1-800-392-3673 (FORD).
Away from home
If you own a Ford or Mercury vehicle and are away from home when your vehicle needs service, or if you need more help than the authorized dealer could provide, after following the steps described above, contact the Ford Customer Relationship Center to find an authorized dealer to help you.
In the United States:
Ford Motor Company
Customer Relationship Center
P.O. Box 6248
Dearborn, MI 48121
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
194
Customer Assistance
In Canada: Customer Relationship Centre Ford Motor Company of Canada, Limited P.O. Box 2000 Oakville, Ontario L6J 5E4 1-800-565-3673 (FORD) www.ford.ca
If you own a Lincoln vehicle and are away from home when your vehicle needs service, or if you need more help than the authorized dealer could provide, after following the steps described above, contact the Ford Customer Relationship Center to find an authorized dealer to help you.
In the United States: Ford Motor Company Customer Relationship Center P.O. Box 6248 Dearborn, MI 48121 1-800-521-4140 (TDD for the hearing impaired: 1-800-232-5952) www.customersaskford.com
In Canada: Lincoln Centre Ford Motor Company of Canada, Limited P.O. Box 2000 Oakville, Ontario L6J 5E4 1-800-387-9333 www.lincolncanada.com
In order to help you service your Lincoln vehicle, please have the following information available when contacting the Lincoln Centre:
- Your telephone number (home and business)
- The name of the authorized dealer and the city where the authorized dealer is located
- The year and make of your vehicle
- The date of vehicle purchase
- The current odometer reading
- The vehicle identification number (VIN)
Additional Assistance
If you still have a complaint involving a warranty dispute, you may wish to contact the Better Business Bureau (BBB) AUTO LINE program (U.S. only).
195
Customer Assistance
In some states (in the U.S.) you must directly notify Ford in writing before pursuing remedies under your state’s warranty laws. Ford is also allowed a final repair attempt in some states.
In the United States, a warranty dispute must be submitted to the BBB AUTO LINE 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.
I N CALIFORNIA (U.S. ONLY)
California Civil Code Section 1793.2(d) requires that, if a manufacturer or its representative is unable to repair a motor vehicle to conform to the vehicle’s applicable express warranty after a reasonable number of attempts, the manufacturer shall be required to either replace the vehicle with one substantially identical or repurchase the vehicle and reimburse the buyer in an amount equal to the actual price paid or payable by the consumer (less a reasonable allowance for consumer use). The consumer has the right to choose whether to receive a refund or replacement vehicle.
California Civil Code Section 1793.22(b) presumes that the manufacturer has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within the first 18 months of ownership of a new vehicle or the first 18,000 miles (29,000 km), whichever occurs first:
- Two or more repair attempts are made on the same non-conformity likely to cause death or serious bodily injury OR
- Four or more repair attempts are made on the same nonconformity (a defect or condition that substantially impairs the use, value or safety of the vehicle) OR
- The vehicle is out of service for repair of nonconformities for a total of more than 30 calendar days (not necessarily all at one time)
In the case of 1 or 2 above, the consumer must also notify the manufacturer of the need for the repair of the nonconformity at the following address:
Ford Motor Company 16800 Executive Plaza Drive Mail Drop 3NE-B Dearborn, MI 48126
196
Customer Assistance
THE BETTER BUSINESS BUREAU (BBB) AUTO LINE PROGRAM (U.S. ONLY)
Your satisfaction is important to Ford Motor Company and to your dealer. Experience has shown that our customers have been very successful in achieving satisfaction by following the three-step procedure outlined on the front page of the Warranty Guide. However, if your warranty concern has not been resolved using the three-step procedure, you may be eligible to participate in the BBB AUTO LINE program.
The BBB AUTO LINE program consists of two parts – mediation and arbitration. Initially, the BBB will try to resolve your question or concern through mediation. Mediation is a process through which a representative of the BBB will contact the parties and explore options for settlement of your claim. If mediation is not successful, customers with eligible claims may participate in the BBB AUTO LINE arbitration process. An arbitration hearing will be scheduled so that you can present your case in an informal setting before an impartial person. The arbitrator will consider the testimony provided and make a decision after the hearing. You are not bound by the decision but may choose to accept it. If you choose to accept the BBB AUTO LINE decision then Ford must abide by the accepted decision as well. If the arbitrator has decided in your favor and you accept the decision, the BBB AUTO LINE program will contact you to ensure that Ford has complied with the decision in a timely manner. Disputes submitted to the BBB AUTO LINE program are usually decided within forty days after you file your claim with the BBB.
To file a claim with the BBB AUTO LINE, you will be asked for your name and address, information about your vehicle, information about your concerns and any steps you have already taken to try to resolve them.
You can get more information by calling BBB AUTO LINE at 1–800–955–5100, or writing to:
BBB AUTO LINE 4200 Wilson Boulevard, Suite 800 Arlington, Virginia 22203–1833
Note: Ford Motor Company reserves the right to change eligibility limitations, modify procedures, or to discontinue this process at any time without notice and without obligation.
UTILIZING THE MEDIATION/ARBITRATION PROGRAM (CANADA ONLY)
For vehicles delivered to authorized Canadian dealers. In those cases where you continue to feel that the efforts by Ford of Canada and the
197
Customer Assistance
authorized 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).
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.
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, when appropriate, render awards to resolve disputes. CAMVAP decisions are fast, fair, and final as the arbitrator's award is binding both to you and Ford of Canada.
CAMVAP services are available in all territories and provinces. For more information, without charge or obligation, call your CAMVAP Provincial Administrator directly at 1-800-207-0685.
FORD EXTENDED SERVICE PLAN
You can get more protection for your new car or light truck by purchasing Ford Extended Service Plan (Ford ESP) coverage. It provides the following:
• Benefits during the warranty period depending on the plan you purchase (such as: reimbursement for rentals; coverage for certain maintenance and wear items).
• Protection against covered repair costs after your Bumper-to-Bumper Warranty expires.
You may purchase Ford ESP from any participating authorized dealer. There are several plans available in various time, distance and deductible combinations which can be tailored to fit your own driving needs. Ford ESP also offers reimbursement benefits for towing and rental coverage.
When you buy Ford ESP, you receive Peace-of-Mind protection throughout the United States and Canada, provided by a network of more than 4,600 participating authorized dealers.
If you did not take advantage of the Ford Extended Service Plan at the time of purchasing your vehicle, you may still be eligible. Since this information is subject to change, please ask your authorized dealer for complete details about Ford Extended Service Plan coverage options, or visit the Ford ESP website at www.ford-esp.com.
198
Customer Assistance
GETTING ASSISTANCE OUTSIDE THE U.S. AND CANADA
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 regional office or owner relations/customer relationship office.
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/Ford of Canada is not responsible for any damage caused by use of 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 America, the Caribbean, or the Middle East, contact the nearest authorized dealer. If the authorized dealer cannot help you, write or call:
FORD MOTOR COMPANY FORD EXPORT OPERATIONS 1555 Fairlane Drive Fairlane Business Park #3 Allen Park, Michigan 48101 U.S.A. Telephone: (313) 594-4857 FAX: (313) 390-0804
If you are in another foreign country, contact the nearest authorized dealer. If the authorized dealer employees cannot help you, they can direct you to the nearest Ford affiliate office.
If you buy your vehicle in North America and then relocate outside of the U.S. or Canada, register your vehicle identification number (VIN) and new address with Ford Motor Company Export Operations.
Customers in the U.S. should call 1–800–392–3673.
ORDERING ADDITIONAL OWNER'S LITERATURE
To order the publications in this portfolio, contact Helm, Incorporated at:
HELM, INCORPORATED P.O. Box 07150 Detroit, Michigan 48207
Or call:
For a free publication catalog, order toll free: 1-800-782-4356
199
Customer Assistance
Monday-Friday 8:00 a.m. - 6:00 p.m. EST Helm, Incorporated can also be reached by their website: www.helminc.com. (Items in this catalog may be purchased by credit card, check or money order.)
Obtaining a French owner's guide
French Owner’s Guides can be obtained from your authorized dealer or by writing to Ford Motor Company of Canada, Limited, Service Publications, P.O. Box 1580, Station B, Mississauga, Ontario L4Y 4G3.
REPORTING SAFETY DEFECTS (U.S. ONLY)
If you believe that your vehicle has a defect which could cause a crash or could cause injury or death, you should immediately inform the National Highway Traffic Safety Administration (NHTSA) in addition to notifying Ford Motor Company.
If NHTSA receives similar complaints, it may open an investigation, and if it finds that a safety defect exists in a group of vehicles, it may order a recall and remedy campaign. However, NHTSA cannot become involved in individual problems between you, your dealer, or Ford Motor Company.
To contact NHTSA, you may call the Vehicle Safety Hotline toll-free at 1-888-327-4236 (TTY: 1-800-424-9153); go to http://www.safercar.gov; or write to:
Administrator NHTSA 400 Seventh Street, SW Washington, D.C. 20590
You can also obtain other information about motor vehicle safety from http://www.safercar.gov.
200
Cleaning
WASHING THE EXTERIOR
Wash your vehicle regularly with cool or lukewarm water and a neutral pH shampoo, such as Motorcraft Detail Wash (ZC-3–A), which is available from your authorized dealer.
- Never use strong household detergents or soap, such as dish washing or laundry liquid. These products can discolor and spot painted surfaces.
- Never wash a vehicle that is “hot to the touch” or during exposure to strong, direct sunlight.
- Always use a clean sponge or car wash mitt with plenty of water for best results.
- Dry the vehicle with a chamois or soft terry cloth towel in order to eliminate water spotting.
- It is especially important to wash the vehicle regularly during the winter months, as dirt and road salt are difficult to remove and cause damage to the vehicle.
- Immediately remove items such as gasoline, diesel fuel, bird droppings and insect deposits because they can cause damage to the vehicle’s paintwork and trim over time.
- Remove any exterior accessories, such as antennas, before entering a car wash.
- Suntan lotions and insect repellents can damage any painted surface; if these substances come in contact with your vehicle, wash off as soon as possible.
Exterior chrome
- Wash the vehicle first, using cool or lukewarm water and a neutral pH shampoo, such as Motorcraft Detail Wash (ZC-3–A).
- Use Custom Brite Metal Cleaner (ZC-15), available from your authorized dealer. Apply the product as you would a wax to clean bumpers and other chrome parts; allow the cleaner to dry for a few minutes, then wipe off the haze with a clean, dry rag.
- Never use abrasive materials such as steel wool or plastic pads as they can scratch the chrome surface.
WAXING
Applying Motorcraft Paint Sealant (ZC-45) to your vehicle every six months will assist in reducing minor scratches and paint damage.
201
Cleaning
- Wash the vehicle first.
- Do not use waxes that contain abrasives; use Motorcraft Premium Liquid Wax (ZC-53-A), which is available from your authorized dealer, or an equivalent quality product.
- Do not allow paint sealant to come in contact with any non-body (low-gloss black) colored trim, such as grained door handles, roof racks, bumpers, side moldings, mirror housings or the windshield cowl area. The paint sealant will “gray” or stain the parts over time.
PAINT CHIPS
Your authorized dealer has touch-up paint and sprays to match your vehicle’s color. Take your color code (printed on a sticker in the driver’s door jamb) to your authorized dealer to ensure you get the correct color.
- Remove particles such as bird droppings, tree sap, insect deposits, tar spots, road salt and industrial fallout before repairing paint chips.
- Always read the instructions before using the products.
ALUMINUM WHEELS AND WHEEL COVERS
Aluminum wheels and wheel covers are coated with a clearcoat paint finish. In order to maintain their shine:
- Clean weekly with Motorcraft Wheel and Tire Cleaner (ZC-37–A), which is available from your authorized dealer. Heavy dirt and brake dust accumulation may require agitation with a sponge. Rinse thoroughly with a strong stream of water.
- Never apply any cleaning chemical to hot or warm wheel rims or covers.
- Some automatic car washes may cause damage to the finish on your wheel rims or covers. Chemical-strength cleaners, or cleaning chemicals, in combination with brush agitation to remove brake dust and dirt, could wear away the clearcoat finish over time.
- Do not use hydrofluoric acid-based or high caustic-based wheel cleaners, steel wool, fuels or strong household detergent.
- To remove tar and grease, use Motorcraft Bug and Tar Remover (ZC-42), available from your authorized dealer.
202
Cleaning
ENGINE
Engines are more efficient when they are clean because grease and dirt buildup keep the engine warmer than normal. When washing:
- Take care when using a power washer to clean the engine. The high-pressure fluid could penetrate the sealed parts and cause damage.
- Do not spray a hot engine with cold water to avoid cracking the engine block or other engine components.
- Spray Motorcraft Engine Shampoo and Degreaser (ZC-20) on all parts that require cleaning and pressure rinse clean.
- Cover the highlighted areas to prevent water damage when cleaning the engine.
- 4.0L SOHC V6 engine
203
Cleaning
- 4.6L 3V SOHC V8 engine
- Never wash or rinse the engine while it is running; water in the running engine may cause internal damage.
PLASTIC (NON-PAINTED) EXTERIOR PARTS
Use only approved products to clean plastic parts. These products are available from your authorized dealer.
- For routine cleaning, use Motorcraft Detail Wash (ZC-3–A).
- If tar or grease spots are present, use Motorcraft Bug and Tar Remover (ZC-42).
- For plastic headlamp lenses, use Motorcraft Ultra Clear Spray Glass Cleaner (ZC-23).
WINDOWS AND WIPER BLADES
The windshield, rear and side windows and the wiper blades should be cleaned regularly. If the wipers do not wipe properly, substances on the vehicle's glass or the wiper blades may be the cause. These may include hot wax treatments used by commercial car washes, water repellant coatings, tree sap, or other organic contamination; these contaminants may cause squeaking or chatter noise from the blades, and streaking and smearing of the windshield. To clean these items, follow these tips:
- The windshield, rear windows and side windows may be cleaned with a non-abrasive cleaner such as Motorcraft Ultra-Clear Spray Glass Cleaner (ZC-23), available from your authorized dealer.
204
Cleaning
- The wiper blades can be cleaned with isopropyl (rubbing) alcohol or Motorcraft Premium Windshield Washer Concentrate (ZC-32-A), available from your authorized dealer. This washer fluid contains special solution in addition to alcohol which helps to remove the hot wax deposited on the wiper blade and windshield from automated car wash facilities. Be sure to replace wiper blades when they appear worn or do not function properly.
- Do not use abrasives, as they may cause scratches.
- Do not use fuel, kerosene, or paint thinner to clean any parts.
If you cannot remove those streaks after cleaning with the glass cleaner or if the wipers chatter and move in a jerky motion, clean the outer surface of the windshield and the wiper blades using a sponge or soft cloth with a neutral detergent or mild-abrasive cleaning solution. After cleaning, rinse the windshield and wiper blades with clean water. The windshield is clean if beads do not form when you rinse the windshield with water.
CONVERTIBLE TOP AND PADDED MOLDING
Wash with Motorcraft Triple Clean (ZC-13), which is available from your authorized dealer.
- Do not use stiff bristle brushes or abrasive materials or cleaners.
- Hot waxes applied by commercial car washes can affect the cleanability of vinyl material.
- Using high water pressure or wand-type car washes against the convertible top and windows may cause water leaks and possible seal damage.
INSTRUMENT PANEL AND CLUSTER LENS
Clean the instrument panel with a damp cloth, then with a clean, dry cloth, or use Motorcraft Dash & Vinyl Cleaner (ZC-38-A).
- Avoid cleaners or polish that increase the gloss of the upper portion of the instrument panel. The dull finish in this area helps protect the driver from undesirable windshield reflection.
Do not use chemical solvents or strong detergents when cleaning the steering wheel or instrument panel to avoid contamination of the airbag system.
- Be certain to wash or wipe your hands clean if you have been in contact with certain products such as insect repellent and suntan lotion in order to avoid possible damage to the interior painted surfaces.
205
Cleaning
I NTERIOR TRIM
- Clean the interior trim areas with a damp cloth, then with a clean, dry cloth; you may also use Motorcraft Dash & Vinyl Cleaner (ZC-38-A).
- Do not use household or glass cleaners as these may damage the finish.
I NTERIOR
For fabric, carpets, cloth seats, safety belts and seats equipped with side airbags:
- Remove dust and loose dirt with a vacuum cleaner.
- Remove light stains and soil with Motorcraft Professional Strength Carpet & Upholstery Cleaner (ZC-54).
- If grease or tar is present on the material, spot-clean the area first with Motorcraft Spot and Stain Remover (ZC-14).
- If a ring forms on the fabric after spot cleaning, clean the entire area immediately (but do not oversaturate) or the ring will set.
- Do not use household cleaning products or glass cleaners, which can stain and discolor the fabric and affect the flame retardant abilities of the seat materials.
Do not use cleaning solvents, bleach or dye on the vehicle's safety belts, as these actions may weaken the belt webbing.
Do not use chemical solvents or strong detergents when cleaning the seat-mounted side airbag (if equipped). Such products could contaminate the side airbag system and affect performance of the side airbag in a collision.
LEATHER SEATS (IF EQUIPPED)
Your leather seating surfaces have a clear, protective coating over the leather.
- To clean, use a soft cloth with Motorcraft Deluxe Leather and Vinyl Cleaner (ZC-11-A). Dry the area with a soft cloth.
- To help maintain its resiliency and color, use the Motorcraft Deluxe Leather Care Kit (ZC-11-D), available from your authorized dealer.
206
Cleaning
- Do not use household cleaning products, alcohol solutions, solvents or cleaners intended for rubber, vinyl and plastics, or oil/petroleum-based leather conditioners. These products may cause premature wearing of the clear, protective coating.
Note: In some instances, color or dye transfer can occur when wet clothing comes in contact with leather upholstery. If this occurs, the leather should be cleaned immediately to avoid permanent staining.
UNDERBODY
Flush the complete underside of your vehicle frequently. Keep body and door drain holes free from packed dirt.
FORD AND LINCOLN MERCURY CAR CARE PRODUCTS
Your Ford or Lincoln Mercury authorized dealer has many quality products available to clean your vehicle and protect its finishes. These quality products have been specifically engineered to fulfill your automotive needs; they are custom designed to complement the style and appearance of your vehicle. Each product is made from high quality materials that meet or exceed rigid specifications. For best results, use the following products or products of equivalent quality:
Motorcraft Bug and Tar Remover (ZC-42) Motorcraft Car Care Kit (ZC-26) Motorcraft Car Wash (Canada only) (CXC-21) Motorcraft Custom Bright Metal Cleaner (ZC-15) Motorcraft Custom Clear Coat Polish (ZC–8–A) Motorcraft Custom Vinyl Protectant (U.S. only) (ZC-40-A) Motorcraft Dash and Vinyl Cleaner (ZC-38–A) Motorcraft Deluxe Leather and Vinyl Cleaner (U.S. only) (ZC-11–A) Motorcraft Detail Wash (ZC-3–A) Motorcraft Dusting Cloth (ZC-24) Motorcraft Engine Shampoo and Degreaser (U.S. only) (ZC-20) Motorcraft Engine Shampoo (Canada only) (CXC-66-A) Motorcraft One Step Wash and Wax Concentrate (ZC-6-A) Motorcraft Paint Sealant (ZC-45) Motorcraft Premium Car Wash Concentrate (U.S. only) (ZC-17-B) Motorcraft Premium Glass Cleaner (Canada only) (CXC-100)
207
Cleaning
Motorcraft Premium Liquid Wax (ZC-53-A) Motorcraft Premium Windshield Washer Concentrate (ZC-32–A) Motorcraft Professional Strength Carpet & Upholstery Cleaner (ZC-54) Motorcraft Spot and Stain Remover (U.S. only) (ZC-14) Motorcraft Tire Clean and Shine (ZC-28) Motorcraft Triple Clean (U.S. only) (ZC-13) Motorcraft Ultra-Clear Spray Glass Cleaner (ZC-23) Motorcraft Vinyl Cleaner (Canada only) (CXC-93) Motorcraft Wheel and Tire Cleaner (ZC-37–A)
208