Ford 2009 Explorer Sport Trac v.2 Manuel d'utilisateur télécharger pdf (Page 291)

procedure outlined on the first page of the Customer Assistance section,

you may be eligible to participate in the BBB AUTO LINE program.

The BBB AUTO LINE program consists of two parts – mediation and

arbitration. During mediation, a representative of the BBB will contact

both you and Ford Motor Company to explore options for settlement of

the claim. If an agreement is not reached during mediation and your

claim is eligible, you may participate in the arbitration process. An

arbitration hearing will be scheduled so that you can present your case

in an informal setting before an impartial person. The arbitrator will

consider the testimony provided and make a decision after the hearing.

You are not bound by the decision, but should you choose to accept the

BBB AUTO LINE decision, Ford must abide by the accepted decision as

well. Disputes submitted to the BBB AUTO LINE program are usually

decided within forty days after you file your claim with the BBB.

BBB AUTO LINE Application: Using the information provided below,

please call or write to request a program application. You will be asked

for your name and address, general information about your new vehicle,

information about your warranty concerns, and any steps you have

already taken to try to resolve them. A Customer Claim Form will be

mailed that will need to be completed, signed and returned to the BBB

along with proof of ownership. Upon receipt, the BBB will review the

claim for eligibility under the Program Summary Guidelines.

You can get more information by calling BBB AUTO LINE at

1-800-955-5100, or writing to:

BBB AUTO LINE

4200 Wilson Boulevard, Suite 800

Arlington, Virginia 22203–1833

BBB AUTO LINE applications can also be requested by calling the Ford

Motor Company Customer Relationship Center at 1-800-392-3673.

Note: Ford Motor Company reserves the right to change eligibility

limitations, modify procedures, or to discontinue this process at any time

without notice and without obligation.

UTILIZING THE MEDIATION/ARBITRATION PROGRAM

(CANADA ONLY)

For vehicles delivered to authorized Canadian dealers. In those cases

where you continue to feel that the efforts by Ford of Canada and the

authorized 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).

2009 07+ Explorer Sport Trac (esp)

Owners Guide, 2nd Printing

USA (fus)

Customer Assistance

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Ford 2009 Explorer Sport Trac v.2 Manuel d'utilisateur Page 291

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