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• 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 non-U.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 Lincoln Mercury 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 Lincoln Mercury dealership management,
recognized for their business leadership qualities.
Customer Assistance
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