2001 Mercury Cougar Owner Guide 2nd Printing - Page 276

Customer assistance • sales disputes between customer and dealer except those associated with warranty repairs or concerns with the vehicle's performance as designed • a request for reimbursement of consequential expenses unless a service or product concern is being reviewed • items not covered by the New Vehicle Limited Warranty (including maintenance and wear items) • alleged personal injury/property damage claims • cases currently in litigation • vehicles not used primarily for family, personal or household purposes (except in states where the Dispute Settlement Board is required to review commercial vehicles). • vehicles with nonĆU.S. warranties Concerns are ineligible for review if the New Vehicle Limited Warranty has expired at receipt of your application and in certain states eligibility is dependent upon the customer' s possession of the vehicle. Eligibility may differ according to state law. For example see the unique brochures for California, West Virginia, Georgia and Wisconsin purchasers/ lessees. Board membership The Board consists of: • three consumer representatives • a Ford or LincolnĆMercury dealership representative Consumer candidates for Board membership are recruited and trained by an independent consulting firm. The dealership Board member is chosen from Ford and LincolnĆMercury dealership management, recognized for 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 acknowledgement indicating: • the file number assigned to your application • the tollĆfree phone number of the DSB's independent administrator Your dealership and a Ford Motor Company representative will be asked to submit statements.