Ford Excursion (2000 year). Manual — part 54

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.

THE DISPUTE SETTLEMENT BOARD (U.S. only)

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

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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
• a Ford or Lincoln Mercury dealership representative
Consumer candidates for Board membership are recruited and trained by
an independent consulting firm. The dealership Board member is chosen
from Ford and Lincoln Mercury dealership management, recognized for
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. Some states will require you to use certified mail, with return
receipt requested.

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 will then be
asked to submit statements.

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(s) who sold or serviced the vehicle
• a brief description of your unresolved concern

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• 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. Board review may be terminated at any time by either party.

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 longer for the Board to
consider some cases.

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

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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 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, 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.

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.

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