2004 Mercury Mountaineer Owner's Manual - Page 204

Customer Assistance • The names (if known) of all the people you contacted at the dealership(s). • A description of the action you expect to resolve your concern. You will receive a letter of explanation if your application does not qualify for Board review. Oral presentations If you would like to make an oral presentation, indicate YES to question 6 on the application. While it is your right to make an oral presentation before the Board, this is not a requirement and the Board will decide the case whether or not an oral presentation is made. An oral presentation may be requested by the Board as well. 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 the Board at the following address/phone number: Dispute Settlement Board P.O. Box 1424 Waukesha, WI 53187-1424 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 P.O. Box 6248 Dearborn, Michigan 48121 204 REVIEW COPY: 2004 Explorer (exp), Owners Guide (post-2002-fmt) (own2002), Market: USA English (fus)