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• 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.
What the Board needs
To have your case reviewed you must complete the application in the
DSB brochure and mail it to the address provided on the application
form. Some states will require you to use certified mail, with return
receipt requested.
Your application is reviewed and, if it is determined to be eligible, you
will receive an acknowledgment indicating:
• the file number assigned to your application
• the toll-free phone number of the DSB’s independent administrator
Your dealership and a Ford Motor Company representative will then be
asked to submit statements.
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
Customer assistance
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