Ford Excursion (2005 year). Manual — part 52

GETTING THE SERVICES YOU NEED

At home

You must take your Ford vehicle to an authorized Ford dealer for
warranty repairs. While any Ford dealership handling your vehicle line
will provide warranty service, we recommend you return to your selling
dealer who wants to ensure your continued satisfaction. Please note that
certain warranty repairs require special training and/or equipment, so not
all 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 dealer. A reasonable time must be allowed to
perform a repair after taking your vehicle to the dealership. 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:

1. Contact your Sales Representative or Service Advisor at your
selling/servicing dealership.

2. If your inquiry or concern remains unresolved, contact the Sales
Manager, Service Manager or Customer Relations Manager.

3. If you require assistance or clarification on Ford Motor Company
policies or procedures, please contact the Ford Customer Relationship
Center at the number below.

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 dealership
could provide, after following the steps described above, contact the
Ford Customer Relationship Center to find an authorized dealership 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)
www.customersaskford.com

In Canada:
Customer Relationship Centre

Customer Assistance

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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 dealership could
provide, after following the steps described above, contact the Ford
Customer Relationship Center to find an authorized dealership 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 dealer and the city where the dealership 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 Dispute Settlement Board (U.S.).

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.

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In the United States, 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.

IN 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:

1. Two or more repair attempts are made on the same non-conformity
likely to cause death or serious bodily injury OR

2. 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

3. 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

THE DISPUTE SETTLEMENT BOARD (U.S. ONLY)

The Dispute Settlement Board is:
• an independent, third-party arbitration program for warranty disputes.

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• available 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 per applicable state law.

What kinds of cases does the Board review?

Unresolved warranty repair concerns or vehicle performance concerns as
on Ford and Lincoln Mercury cars and Ford and Lincoln Mercury light
trucks which are within the terms of any applicable written new vehicle
warranty are eligible for review, except those involving:
• a non-Ford product
• a non-Ford dealership
• sales disputes between customer and dealer except those associated

with warranty repairs or concerns with the vehicle’s performance as
designed

• a request for reimbursement of consequential expenses unless a

service or product concern is being reviewed

• items not covered by the New Vehicle Limited Warranty (including

maintenance and wear items)

• alleged personal injury/property damage claims
• cases currently in litigation
• vehicles not used primarily for family, personal or household purposes

(except in states where the Dispute Settlement Board is required to
review commercial vehicles)

• vehicles with non-U.S. warranties
Concerns are ineligible for review if the New Vehicle Limited Warranty
has expired at receipt of your application and, in certain states eligibility
is dependent upon the customer’s possession of the vehicle.

Eligibility may differ according to state law. For example, see the unique
brochures for California, West Virginia, Georgia and Wisconsin
purchasers/lessees.

Board membership

The Board consists of:
• Three consumer representatives

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