Ford Contour (2000 year). Manual - part 59

Customer assistance

234

To properly review your case, the
Board needs the following
information:

• legible copies of all documents
and maintenance or repair orders
relevant to the case

• the year, make, model, and
Vehicle Identification Number
(VIN) listed on your vehicle
ownership license

• the date of repair(s) and mileage
at the time of occurrence(s)

• the current mileage

• the name of the dealer who sold
or serviced the vehicle

• a brief description of your
unresolved concern

• a brief summary of the action
taken by the dealer(s) and Ford
Motor Company

• the names (if known) of all the
people you contacted at the
dealership(s)

• a description of the action you
expect to resolve your concern

• You will receive a letter of
explanation if your application does
not qualify for Board review.

Oral presentations

If you would like to make an oral
presentation indicate YES to
question #6 on the application.
While it is your right to make an
oral presentation before the Board,
this is not a requirement and the
Board will decide the case whether
or not an oral presentation is made.
Oral presentation may be
requested by the Board as well.

Making a decision

Board members review all available
information related to each
complaint, including oral
presentations, and arrive at a fair
and impartial decision.

Every effort is made to decide the
case within 40 days of the date that
all requested information is
received by the Board. Since the
Board generally meets once a
month, it may take more than a
month before the Board can
consider some cases.

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Customer assistance

235

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 Ford
(and, in some cases, on the dealer)
but not on consumers who are free
to pursue other remedies available
to them under state or federal law.

To request a DSB
brochure/application

For a brochure/application, speak
to your dealer or write/call to the
Board at the following
address/phone number:

Dispute Settlement Board
P.O. Box 5120
Southfield, MI 48086-5120
1-800-428-3718

You may also contact the North
American 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
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121

UTILIZING THE
MEDIATION/ARBITRATION
PROGRAM (CANADA ONLY)

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). 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 lenghty 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, the arbitrator’s award is
binding both to you and Ford of
Canada. 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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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:

FORD MOTOR COMPANY
WORLDWIDE DIRECT MARKET
OPERATIONS
1555 Fairlane Drive
Fairlane Business Park #3
Allen Park, Michigan 48101
U.S.A.
Telephone: (313) 594-4857
FAX: (313) 390-9804

If you are in another foreign
country, contact the nearest Ford
dealership. If the dealership
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 Worldwide Direct
Market Operations.

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 district
or owner relations/customer
assistance 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.

In the United States, using leaded
fuel may also result in difficulty
importing your vehicle back into
the U.S.

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237

FORD CAR CARE PRODUCTS
FOR YOUR VEHICLE

Ford has many quality products
available from your dealer to
clean your vehicle and protect its
finishes. For best results, use the
following or products of
equivalent quality

Ford Custom Clearcoat Polish*

Ford Custom Silicone Gloss
Polish

Ford Custom Vinyl Protectant*

Ford Deluxe Leather and Vinyl
Cleaner

Ford Extra Strength Tar and
Road Oil Remover*

Ford Extra Strength Upholstery
Cleaner

Ford Metal Surface Cleaner

Ford Multi-Purpose Cleaner*

Motorcraft Car Wash Concentrate

Motorcraft Carlite Glass Cleaner

Ford Spot and Stain Remover*

Ford Super Premium Tire and
Trim Dressing

Ford Triple Clean

Ford Ultra-Clear Spray Glass
Cleaner

* May be sold with the Motorcraft
name

FORD ACCESSORIES FOR
YOUR VEHICLE

A wide selection of accessories is
available through your local
authorized Ford, Lincoln-Mercury
or Ford of Canada dealer. These
quality accessories have been
specifically engineered to fulfill
your automotive needs; they are
custom designed to complement
the style and aerodynamic
appearance of your vehicle. In
addition, each accessory is made
from high quality materials and
meets or exceeds Ford's rigid
engineering and safety
specifications. Ford accessories are
warranted for up to 12 months or
20,000 km (12,000 miles) on all
cars and light trucks and 12
months with unlimited distance on
medium/heavy duty trucks unless
the accessory is installed on a new
vehicle, then the warranty becomes
the balance of the new vehicle's
warranty or the accessories
warranty, whichever is greater. See
your dealer for complete warranty
information and availability.

Not all accessories are
available for all models.

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