1998 Ford Windstar Owner Guide 1st Printing - Page 330

Customer Assistance s vehicles not used primarily for family, personal, or household purposes (except in states where the Dispute Settlement Board is required to review commercial vehicles) s vehicle no longer in owner's possession (sold, repossessed prior to Board review) 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 consists of: 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 will review all available information related to the complaint, including oral presentations, if necessary. They then arrive at a fair and impartial decision, decided by a simple majority. Because the Board usually meets only once a month, some cases may take longer than 30 days to be reviewed. The Board makes every effort to resolve each case within 40 days of receiving the consumer application form. 335