1997 Mercury Mountaineer Customer Assistance Guide 1st Printing - Page 6

Contacting the Dispute Settlement Board Consumer candidates for Board membership are recruited and trained by an independent consulting firm. Dealers are chosen because of their business leadership qualities. What the Board needs To have your case reviewed you must complete the application in the DSB brochure and mail it to the address provided on the application form. Your application is reviewed and, if it is determined to be eligible, you will receive an acknowledgment indicating: • the file number assigned to your application • the toll-free phone number of the DSB's independent administrator Your dealership and a Ford Motor Company representative are asked to submit statements at this time. To review your case properly, the Board needs the following information: • legible copies of all documents and maintenance or repair orders relevant to the case • the year, make, model, and Vehicle Identification Number (VIN) listed on your vehicle ownership license • the date of repair(s) and kilometers (mileage) at the time of occurrence(s) • the current kilometers (mileage) • the name of the dealer who sold or serviced the vehicle • a brief description of your unresolved concern • a brief summary of the action taken with the dealer and Ford Motor Company • the names (if known) of all the people you contacted at the dealership • a description of the action you expect to resolve your concern Should your case NOT qualify for review, a letter of explanation will be mailed to you. Oral presentations If the involved vehicle is within 36 months and 36,000 miles of the warranty start date, you have the right to make an oral presentation before the Board. Indicate your choice to do so on the application. Oral presentations may also be requested by the Board. 6