1998 Mercury Villager Customer Assistance Guide 1st Printing - Page 7

The dispute settlement board To properly review your case, 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 mileage at the time of occurrence(s) • the current 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 by the dealer(s) and Ford Motor Company • 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 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 Ford Motor Company. Making a decision Board members review all available information related to each complaint, including oral presentations, and arrive at a fair and impartial decision. Because the Board usually meets only once a month, some cases may take longer than 30 days to be reviewed. Every effort will be made to resolve each case within 40 days of receiving the consumer's application form. 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 the dealer, in most states, and Ford, but not on consumers who are free to pursue other remedies available to them under state or federal law. Board decisions may be presented as evidence 7