|
|
|
251
❑
the names (if known) of all the people you
contacted at the dealership
❑
a 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 the Board.
Making a decision
Board members will review all available
information related to the complaint, including
oral presentations, if necessary. They then arrive
at a fair and impartial decision, decided by a
simple majority vote.
Because the Board usually meets only once a
month, some cases may take longer than 30 days
to be reviewed. The Board makes every effort to
resolve each case within 40 days of receiving the
consumer application form.
After a case is reviewed, the Board mails you a
decision letter. The Board also provides a form
on which to accept or reject the Board’s decision.
The decisions of the Board are binding on the
dealer and Ford, but not on consumers who may
elect to pursue other remedies available to them
under state and federal law. Decisions of the
Board may be presented as evidence by any
party in subsequent legal proceedings that may
be initiated, where allowed by law.
252
To Request a DSB Brochure/Application
For a brochure/application, speak to your dealer
or write to the Board at the following address:
Ford of Canada Customer
Assistance
Ford Motor Company of Canada, Limited
If you live in Canada and have any questions or
concerns that the dealership cannot answer,
contact the Customer Assistance Centre.
Please have the following information available
when contacting the Customer Assistance Centre:
❑
your telephone number (both business and
home)
❑
your Vehicle Identification Number (VIN)
listed on your vehicle ownership license
❑
the year and make of your vehicle
❑
the date purchased
253
❑
the name of the dealer and the city where the
dealership is located
❑
the current mileage on your vehicle
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 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,
where appropriate, render awards to resolve
disputes. CAMVAP decisions are fast, fair and
final as the arbitrator’s award is binding on both
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.
This plan is not available in the province of
Quebec.
254
Getting Help Outside the U.S.
and Canada
Before you export your vehicle to a foreign
country, contact the appropriate foreign embassy
or consulate to make sure local regulations do
not prevent you from registering your vehicle.
Officials at the embassy can also help you decide
whether you should import your vehicle to that
country.
Officials at the embassy or consulate can tell you
where to get unleaded fuel. If you cannot get
unleaded fuel or can get only fuel with an
anti-knock index that is lower than your vehicle
needs, contact a district or owner relations office
before you leave the U.S. or Canada.
Use of leaded fuel in your vehicle without a
proper conversion may damage the effectiveness
of your emissions control system and may cause
engine knocking or serious engine damage. Ford
Motor Company is not responsible for any
damage that is caused by use of improper fuel.
You may also have difficulty importing your
vehicle back into the U.S. if you use leaded fuel.
|
|
|