Ford Windstar Guide
Contents
Getting roadside assistance 2
Ford Extended Service Plan 2
Getting the service you need 3
The Dispute Settlement Board 4
Getting assistance outside of the US 7
Ordering service publications 9
Accessories 10
Ordering additional owner literature 13
Index 14
1
Customer assistance
GETTING ROADSIDE ASSISTANCE
To fully assist you should you have a vehicle concern, Ford Motor
Company has a complimentary roadside assistance service hotline. The
service is available:
• 24-hours, seven days a week
• through the warranty period of three years or 60,000 km (36,000
miles), whichever comes first
To purchase roadside assistance coverage beyond this period through the
Ford Auto Club, contact your Ford or Lincoln-Mercury dealer.
Roadside assistance will:
• mount the spare if you have a flat tire
• jump-start the battery if it becomes discharged
• unlock the vehicle if you are locked out
• bring fuel if you run out
• tow the vehicle if you are stranded. Even non-warranty related tows,
like accidents or getting stuck in the mud or snow, are covered (some
exclusions apply, such as impound towing or repossession).
Daily rental units are not eligible for roadside assistance.
Additional roadside assistance coverage is unavailable in Puerto Rico and
the Virgin Islands.
Using roadside assistance
Complete the roadside assistance identification card (found in the Owner
Guide portfolio in the glove compartment) and place it in your wallet for
quick reference.
To receive roadside assistance, call 1-800-241-FORD.
Should you need to arrange assistance for yourself, Ford Motor Company
will reimburse a reasonable amount. To obtain information about
reimbursement, call 1-800-241-FORD.
FORD EXTENDED SERVICE PLAN
You can get more protection for your new car or light truck by
purchasing a Ford Extended Service Plan (Ford ESP). Ford ESP is the
only extended service program with the Ford name on it and the only
service backed by Ford Motor Company.
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Customer assistance
Ford ESP is an optional service contract, backed and administered by
Ford. It provides:
• protection against repair costs after your Bumper to Bumper Warranty
expires;
and
• other benefits during the warranty period (such as: reimbursement for
rentals; coverage for certain manintenance and wear items).
You may purchase Ford ESP from any participating Ford Motor Company
dealer. There are several Ford ESP plans available in various
time-and-mileage combinations. Each plan can be tailored to fit your own
driving needs, including reimbursement benefits for towing and rental.
(In Hawaii, rules vary. See you dealer for details.)
When you buy Ford ESP, you receive peace-of-mind protection
throughout the United States and Canada, provided by a network of
more the 5,100 participating Ford Motor Company dealers.
Repairs performed outside the United States and Canada are not eligible
for ESP coverage.
This information is subject to change. Ask your dealer for complete
details about Ford ESP coverage.
GETTING THE SERVICE YOU NEED
At home
Ford Motor Company has authorized Ford and Lincoln-Mercury
dealerships to service your vehicle. Ford strongly recommends taking
your vehicle to the selling dealership because they have a vested interest
in your continued satisfaction. You may, however, take your vehicle to
any authorized Ford or Lincoln-Mercury dealer.
Your dealer has factory-trained technicians and the latest diagnostic
equipment to ensure your new vehicle is serviced properly. Ford and
Lincoln-Mercury dealerships also carry genuine Ford parts and
accessories, providing you with original equipment reliability.
If you are not satisfied with the service you receive at the dealership,
speak with the service manager. If you are still not satisfied, speak with
the owner or general manager of the dealership. In most cases, your
concern will be resolved at this level.
3
Contacting the Dispute Settlement Board
Away from home
If you are away from home when your vehicle needs service, or if you
need more help than the dealership could provide, contact the Ford
Customer Assistance Center to find an authorized dealership to help you:
Ford Motor Company
Customer Assistance Center
300 Renaissance Center
P.O. Box 43360
Detroit, Michigan 48243
1-800-392-3673 (FORD)
(TDD for the hearing impaired: 1-800-232-5952)
Please have the following information available when contacting Ford
Customer Assistance:
• your telephone number (home and business)
• the name of the dealer and the city where the dealership is located
• the year and make of your vehicle
• the date of vehicle purchase
• the current kilometers (mileage) of your vehicle
• the vehicle identification number (VIN) listed on your vehicle
ownership license
If you still have a complaint involving a warranty dispute, you may wish
to contact the Dispute Settlement Board.
A warranty dispute must be submitted to the Dispute Settlement Board
before taking action under the Magnuson-Moss Warranty Act, or to the
extent allowed by state law, before pursuing replacement or repurchase
remedies provided by certain state laws. This dispute handling procedure
is not required prior to enforcing state created rights or other rights
which are independent of the Magnuson-Moss Warranty Act or state
replacement or repurchase laws.
THE DISPUTE SETTLEMENT BOARD
The Dispute Settlement Board is:
• an independent, third-party arbitration program for warranty disputes
• available free to owners and lessees of qualifying Ford Motor Company
vehicles
4
Contacting the Dispute Settlement Board
The Dispute Settlement Board may not be available in all states. Ford
Motor Company reserves the right to change eligibility limitations, modify
procedures and/or discontinue this service without notice and without
incurring obligations.
What kinds of cases does the Board review?
The Board reviews all warranty performance complaints on Ford,
Mercury and Lincoln cars and Ford and Mercury light trucks under the
new vehicle limited warranty that have not been resolved by either a
dealer or Ford Motor Company, except those involving:
• a non-Ford product
• a non-Ford dealership
• a vehicle sales transaction
• request for reimbursement of consequential expenses. Expenses
incidental to the warranty complaint being reviewed are eligible for
consideration
• items not covered by the new vehicle limited warranty
• items covered by a service contract
• alleged liability claims
• property damage where the damage is significant when compared to
the economic loss alleged under the warranty dispute
• 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)
Complaints involving vehicles in which applicable new vehicle limited
warranties have expired at receipt of your application are not eligible.
Eligibility may differ according to state law. For example, see the unique
brochure for California and Wisconsin purchasers/lessees.
How does the Board work?
The Board consists of:
• three consumer representatives
• a Ford or Lincoln/Mercury dealer
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