Customer assistance
233
• 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.
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.
Your application is reviewed and, if
it is determined to be eligible, you
will receive an acknowledgement
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 are
asked to submit statements at this
time.
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