Ford Aspire (1997 year). Manual — part 54
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How does the Board Work?
The Board consists of:
❑
three consumer representatives
❑
a Ford or Lincoln/Mercury dealer
Consumer candidates for Board membership are
recruited and trained by an independent
consulting firm. Dealers are chosen because of
their business leadership qualities.
What the Board needs
To have your case reviewed you must complete
the application in the DSB brochure and mail it
to the address provided on the application form.
Your application is reviewed and, if it is
determined to be eligible, you will receive an
acknowledgment indicating:
❑
the file number assigned to your application
❑
the toll-free phone number of the DSB’s
independent administrator
Your dealership and a Ford Motor Company
representative are asked to submit statements at
this time.
To review your case properly, 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
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❑
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 with the
dealer and Ford Motor Company
❑
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.
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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.
To Request a DSB Brochure/Application
For a brochure/application, speak to your dealer
or write to the Board at the following address:
Dispute Settlement Board
PO Box 5120
Southfield, MI 48086-5120
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.
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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 owner card and/or your
vehicle ownership license.
❑
the year and make of your vehicle
❑
the date purchased
❑
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,
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