Ford Escape Hybrid (2012 year). Manual — part 68

Ford Motor Company produces a towing manual for all authorized tow
truck operators. Have your tow truck operator refer to this manual for
proper hook-up and towing procedures for your vehicle.

If the vehicle is towed by other means or incorrectly, vehicle
damage may occur.

Emergency towing

In case of a roadside emergency with a disabled vehicle (without access
to wheel dollies, car hauling trailer, or flatbed transport vehicle) your
vehicle (regardless of transmission powertrain configuration) can be flat
towed (all wheels on the ground) under the following conditions:
• Vehicle is facing forward so that it is being towed in a forward

direction.

• Place the transmission in N (Neutral). Refer to Brake-shift interlock

in the Driving chapter for specific instructions if you cannot move the
gear shift lever into N (Neutral).

• Maximum speed is not to exceed 35 mph (56 km/h).
• Maximum distance is 50 miles (80 km).

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GETTING THE SERVICES YOU NEED

Warranty repairs to your vehicle must be performed by an authorized
dealer. 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

威 parts, or remanufactured or other parts that are authorized

by Ford.

Away from home

If you are away from home when your vehicle needs service, contact the
Ford Customer Relationship Center or use the online resources listed
below to find the nearest authorized dealer.

In the United States:

Mailing address
Ford Motor Company
Customer Relationship Center
P.O. Box 6248
Dearborn, MI 48121

Telephone
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)

Online
Additional information and resources are available online at
fordowner.com

These are some of the items that can be found online:
• U.S. dealer locator by Dealer Name, City/State, or Zip Code
• Owner Guides
• Maintenance Schedules
• Recalls
• Ford Extended Service Plans
• Ford Genuine Accessories
• Service specials and promotions.

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In Canada:

Mailing address
Customer Relationship Centre
Ford Motor Company of Canada, Limited
P.O. Box 2000
Oakville, Ontario L6J 5E4

Telephone
1-800-565-3673 (FORD)

Online
www.ford.ca

Additional assistance

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 authorized dealer.

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, please contact the Ford Customer Relationship Center

In order to help you serve you better, please have the following
information available when contacting a Customer Relationship Center:
• Vehicle Identification Number (VIN)
• Your telephone number (home and business)
• The name of the authorized dealer and city where located
• The vehicle’s current odometer reading
In some states, 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.

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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

You are required to submit your warranty dispute to BBB AUTO LINE
before asserting in court any rights or remedies conferred by California
Civil Code Section 1793.22(b). You are also required to use BBB AUTO
LINE before exercising rights or seeking remedies created by the Federal
Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose
to seek redress by pursuing rights and remedies not created by California
Civil Code Section 1793.22(b) or the Magnuson-Moss Warranty Act,
resort to BBB AUTO LINE is not required by those statutes.

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