1998 Mercury Grand Marquis Customer Assistance Guide 1st Printing - Page 5

Contacting the dispute settlement board If inspections or repairs are required, let the assistance center make an appointment for you at the most appropriate repair location in your area. Please have the following information ready before you call: • vehicle identification number • current mileage • a summary of your concern When you arrive at the repair location, explain your concern fully to the service writer. If your problem is not resolved, please contact the number above and advise them accordingly. If your service problem is not resolved, ask to see the Service Manager to review your concern. If you are still not satisfied, contact the number above and our Motorhome Customer Assistance Center will assist you and/or the repair location as needed. THE DISPUTE SETTLEMENT BOARD The Dispute Settlement Board is: • an independent, third-party arbitration program for warranty disputes • available free to owners and lessees of qualifying Ford Motor Company vehicles The Dispute Settlement Board may not be available in all states. Ford Motor Company reserves the right to change eligibility limitations, modify procedures and/or to discontinue this service without notice and without incurring obligations. What kinds of cases does the Board review? Unresolved service or product performance complaints on Ford, Mercury and Lincoln cars and Ford and Mercury light trucks which are within the terms of any applicable written new vehicle warranty are eligible for review, except those involving: • a non-Ford product • a non-Ford dealership • a vehicle sales transaction • request for reimbursement of consequential expenses. Expenses incidental to the warranty complaint being reviewed are eligible for consideration 5