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Customer Assistance
321
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[HS03700(ALL)04/95]
How Does the Board Work?
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[HS03800(ALL)04/95]
The Board has four members:
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[HS03900(ALL)04/95]
■ three consumer representatives
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[HS04000(ALL)04/95]
■ a Ford or Lincoln-Mercury dealer
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[HS04200(ALL)04/95]
Consumer candidates for Board membership are recruited and
trained by an independent consulting firm. Dealers are chosen
because of their business leadership qualities.
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[HS04300(ALL)04/95]
If the involved vehicle is within 36 months and 36,000 miles of
the date of delivery (warranty start date), you have a 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.
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[HS04350(ALL)04/95]
Board members review all the materials related to each
complaint and, based on the available information, arrive at a
fair and impartial decision. Decisions are based on the written
statements and any oral presentations made by each of the
involved parties.
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[HS04400(ALL)04/95]
Because the Board usually meets only once a month, some cases
will take longer than 30 days to be reviewed. The Board will
make every effort to resolve each case within 40 days after it
receives the customer application form.
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[HS04500(ALL)04/95]
After your case has been reviewed, the Board will mail you its
decision in writing. It will also provide you with a form to
indicate your acceptance or rejection of an award decision. The
decisions of the Board are binding on the dealer and Ford, but
customers may have other options available to them under state
or federal law.
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[HS04600(ALL)04/95]
The decisions of the Board, however, may be introduced into
evidence by any party in subsequent legal proceedings that may
be initiated.
File:13unhsx.ex
Update:Thu Feb 29 09:15:36 1996
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