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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 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 of
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 acknowledgment indicating:
• the file number assigned to your application
• the toll-free phone number of the DSB’s independent administrator
Customer assistance
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