Ford 2002 Explorer Sport Trac v.2 Manuel d'utilisateur télécharger pdf (Page 150)

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

You may also contact the North American Customer Relationship 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 Relationship 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

Customer Assistance

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Ford 2002 Explorer Sport Trac v.2 Manuel d'utilisateur Page 150