Ford 2015 Mustang Manuel d'utilisateur télécharger pdf (Page 201)

THE BETTER BUSINESS

BUREAU (BBB) AUTO LINE

PROGRAM (U.S. ONLY)

Your satisfaction is important to Ford

Motor Company and to your dealer. If a

warranty concern has not been resolved

using the three-step procedure outlined

earlier in this chapter in the Getting the

Services you need 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 or you do not want to

participate in mediation, and if 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.

Disputes submitted to the BBB AUTO LINE

program are usually decided within forty

days after you file your claim with the BBB.

You are not bound by the decision, and

may reject the decision and proceed to

court where all findings of the BBB Auto

Line dispute, and decision, are admissible

in the court action. Should you choose to

accept the BBB AUTO LINE decision, Ford

is then bound by the decision, and must

comply with the decision within 30 days

of receipt of your acceptance letter.

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

3033 Wilson Boulevard, Suite 600

Arlington, Virginia 22201

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).

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.

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Mustang (), enUSA, First Printing

Customer Assistance

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