1996 Ford Windstar Owner's Manual - Page 288

Customer Assistance s Cases currently in litigation s Vehicles not used primarily for personal, family, or household purposes NOTE: Complaints involving vehicles on which applicable express written new vehicle warranties have expired at receipt of your application are not eligible. Eligibility may differ according to state law. For example, see the unique brochure for California purchasers/lessees. How Does the Board Work? The Board has four members: s three consumer representatives s a Ford or Lincoln-Mercury dealer Consumer candidates for Board membership are recruited and trained by an independent consulting firm. Dealers are chosen because of their business leadership qualities. If the involved vehicle is within 36 months and 36,000 miles of the date of delivery (warranty start date), you have the right to make an oral presentation before the Board by indicating your choice on the application. Also, oral presentations may be requested by the Board. A decision is made by the Board by simple majority vote. Board members review all the materials related to each complaint and, based on the available information, arrive at a fair and impartial decision. Decisions are based on the written statements and any oral presentations made by each of the involved parties. Because the Board usually meets only once a month, some cases will take longer than 30 days to be reviewed. The Board will make every effort to resolve each case within 40 days after it receives the customer application form. 287