Ford Explorer Sport (2003 year). Manual — part 35

GETTING THE SERVICES YOU NEED

At home

Ford Motor Company and Ford of Canada have authorized dealerships to
service your vehicle. It is preferred that you return to the Ford dealer
where your vehicle was purchased when warranty repairs are needed.
However, you may also take your vehicle to another Ford Motor
Company or Ford of Canada dealership authorized for warranty repairs.
Certain warranty repairs require special training though, so not all
dealers are authorized to perform all warranty repairs. That means that
depending on the warranty repair needed, the vehicle may need to be
taken to another dealer. If a particular dealership can not assist you,
then contact the Customer Relationship Center.

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 or Service Manager at the dealership.

3. If the inquiry or concern cannot be resolved at the dealership level,
please contact the Ford Customer Relationship Center.

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
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
www.ford.com

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In Canada:
Customer Relationship Centre
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
16800 Executive Plaza Drive
P.O. Box 6248
Dearborn, Michigan 48121
1-800-521-4140
(TDD for the hearing impaired: 1-800-232-5952)
www.ford.com

In Canada:
Customer Relationship Centre
Ford Motor Company of Canada, Limited
P.O. Box 2000
Oakville, Ontario L6J 5E4
1-800-565-3673 (FORD)
www.ford.ca

In order to help you service your Ford or Lincoln Mercury vehicle, please
have the following information available when contacting a Customer
Relationship Center:
• 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).
If you still have a complaint involving a warranty dispute, you may wish
to contact the Dispute Settlement Board (U.S.).

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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.

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.

FORD EXTENDED SERVICE PLAN

You can get more protection for your new car or light truck by
purchasing Ford Extended Service Plan (Ford ESP) coverage. Ford ESP
is an optional service contract which is backed by Ford Motor Company
or Ford Motor Service Company (in the U.S.) and Ford of Canada (in
Canada). It provides the following:
• Benefits during the warranty period depending on the plan you

purchase (such as: reimbursement for rentals; coverage for certain
maintenance and wear items).

• Protection against covered repair costs after your Bumper-to-Bumper

Warranty expires.

You may purchase Ford ESP from any participating Ford and Lincoln
Mercury and Ford of Canada dealer. There are several plans available in
various time, distance and deductible combinations which can be tailored
to fit your own driving needs. Ford ESP also offers reimbursement
benefits for towing and rental coverage.

When you buy Ford ESP, you receive Peace-of-Mind protection
throughout the United States and Canada, provided by a network of
more than 5,000 participating Ford or Lincoln Mercury and Ford of
Canada dealers.

If you did not take advantage of the Ford Extended Service Plan at the
time of purchasing your vehicle, you may still be eligible. Please contact
your dealer for further information. Since this information is subject to
change, please ask your dealer for complete details about Ford Extended
Service Plan coverage options, or visit the Ford ESP website at
www.ford-esp.com.

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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 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.

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