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Warranty and Policy Manual

1. Lincoln 24 Months Beyond 24 Months 50 000 Miles Within 48 50 000 Miles COVERAGE EXPLANATIONS Full Coverage e 100 of the battery replacement cost labor and towing if needed Pro rata Coverage e Pro rata Percentage Tables apply only to the battery amount labor and towing if needed are fully covered for the entire length of the new vehicle battery warranty PRO RATA PERCENTAGE TABLES 1993 1995 Ford Mercury Cars amp Light Trucks Lincoln Months in Service 012 13 24 25 36 37 48 Ford Mercury Cars amp Lt Trucks 100 Lincoln 100 100 e ORIGINAL EQUIPMENT Production Installed WARRANTY REPLACEMENT COVERAGE Service Installed Batteries Replaced Under the New Vehicle Warranty 1993 1995 Ford Mercury Cars amp Light Trucks Lincoln Previous Replacement Replacement Battery Coverage Owner Did Not Pay 90 Days Unlimited Miles Beyond 90 Days Remaining Pro rata Percentage Full Coverage portion of the New Vehicle Battery Adjustment Warranty Pro rata Percentage measured from the Original Warranty Start Date Owner Did Pay 90 Days Unlimited Miles Beyond 90 Days The Motorcraft Pro rata Percentage Full Coverage battery warranty as shown on the Adjustment Motorcraft battery warranty label Pro rata Percentage measured from the date of installation October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 97 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meen 1993 2004 600 and Hig
2. 18 00 per day for each qualifying 24 hour period 36 00 for each qualifying 24 hour period Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 6 PROGRAMS PAGE FORD PROGRAMS NUMBER Powertrain Exchanges 6 1 Lifetime Service Guarantee Program 6 3 Customer Satisfaction Programs 6 6 Roadside Assistance Program 6 11 Transportation Assistance Program 6 14 Quality Certified Used Vehicle Program 6 16 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee SECTION 6 FORD PROGRAMS POWERTRAIN EXCHANGES This section explains the proper use of new Ford remanufactured and No Cost diesel engine exchange assemblies in Warranty ESP and After Warranty Assistance AWA Repairs Program details including Repair Cost Caps and Handling Allowances are found in the Powertrain Reference Guide Ford New and Remanufactured Assemblies Ford new and remanufactured small parts engine and transmission assemblies are priced and part numbered catalogued assemblies distributed through Ford Authorized Distributors and are available for use in all repairs AFTER new vehicle delivery including New Vehicle Warranty Extended Service Plan ESP After Warranty Assistance AWA Service Part Warranty and retail Ford Remanufactured assemblies are remanufactured to Ford Motor Company Specifications Warranty
3. Carrier Responsibilities When Delivering New Vehicles The carrier representative must Verify that any transportation loss or damage notation on the bill of lading delivery receipt is complete and accurate Sign the bill of lading delivery receipt and write the date and time of delivery The carrier company is responsible for Processing and investigating each claim thoroughly Settling claims for loss or damage which occurred during transportation October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 5 Zam WARRANTY amp POLICY MANUAL meee Unloading Vehicles The carrier is responsible for unloading the vehicles and for any damage which occurs during unloading e Normal shipments Vehicles delivered by haulaway are unloaded and inspected in a safe area agreed upon by the carrier and dealer NOTE For disabled vehicles assist the carrier representative under their supervision and responsibility Saddlemount and fullmount shipments Dealer must provide adequate facilities to unload the vehicles at no charge to the Carrier If unloading facilities are not provided carrier will dismount vehicles at dealer s expense lf assistance is given by dealership personnel it is done under the carrier s responsibility and the carrier representative s supervision Dealership personnel cannot drive vehicles until the bill of lading delivery receipt is signed except to wash them before the
4. For Fleet and Commercial service the Cost per Month is calculated at one half the Months Coverage for passenger car and light truck batteries BXT BXL amp BUC series and published Cost per Month for commercial BH series batteries October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 103 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee Retail Customer Purchased Motorcraft Batteries Type C WARRANTY COVERAGES This warranty applies to all Motorcraft batteries sold after October 1 1995 until May 1 2000 Warranty coverage periods for this type are Warranty Periods BATTERY TYPE NON COMMERCIAL COMMERCIAL GRATIS PERIOD LABOR TOWING BXT Silver Series 84 months 42 months 24 months BX Heavy Duty 72 months 36 months 12 months BUC A 1 Power 40 months 20 months 12 months Yes BH Commercial Various coverages see Price List for information Batteries replaced under the Gratis no cost to customer portion of the warranty must have the original date of purchase noted on the replacement paperwork Until the customer pays a Pro rata amount for a replacement battery the warranty is measured from the original date of purchase 2 Labor and Towing if needed are covered on Service Installed batteries REQUIRED DOCUMENTATION e Non Commercial Service Original dated receipt or service repair order and warranty sticker e Commercial Fleet Service Installation date tear off war
5. Filing Copies of the Repair Set Copies of Form 1863 6125 2 must be filed as follows e Dealer Repair Copy Retain in dealership for electronic entry to the Company If dealership does not have electronic entry capability then an alternate claim input service must be arranged by the dealership e Dealer Accounting Copy office e Customer Copy to be given to the customer e Dealer Service Copy customer service file October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 15 Zam WARRANTY amp POLICY MANUAL meee Delay in Submitting Repair Parts Not Available Supporting Documentation Follow these instructions when a repair is delayed because parts are not available and or are back ordered See Section 2 for instructions on handling in transit damage claims delayed due to parts not being available Retain all documents showing e The date and mileage when the vehicle was originally presented for diagnosis repair e The date parts were ordered e The parts status at the time originally ordered e g back ordered e The date the parts were received e The date and mileage when repairs were completed Claim Submission Procedures Claims are eligible for submission when repairs have been completed Submit claims involving special order parts as one repair at the time the part is installed and the repair is completed Diagnostic labor is not eligible for submission until the part has been installed and
6. Ford Motor Vehicle Assurance Company 3 143 Zam WARRANTY amp POLICY MANUAL meee ACTIONS FORD MAY TAKE FOR NON DISCLOSURE OF AN RAV 5 000 liquidated damages for each non disclosed vehicle Three months suspension of Ford RAV auction privileges Reimbursement to Ford for any costs penalties or expenses including attorney fees Ford incurs as a result of the dealer s failure to disclose in accordance with Company policy DEALERS CANNOT RETAIN RAVS All RAVs will be resold at Ford sponsored auctions A dealer who has purchased an RAV at auction will not be permitted to wholesale the vehicle A Ford RAV repurchase program has been developed to assist dealers with selling RAV units WHOLESALING OF RAVS IS NOT PERMITTED Wholesaling RAVs purchased at Ford sponsored auctions limits Ford s ability to ensure compliance with individual state disclosure laws Because of this wholesaling of RAVs is not permitted REPURCHASE PROGRAM FOR AUCTION PURCHASED RAVS To provide an alternative to wholesaling an RAV repurchase program has been established RAV repurchase requests must meet the following criteria 3 144 Vehicle must have been in dealer inventory and not sold for a minimum of 45 days but no more than 90 days from the auction purchase date Units in excess of 90 days in inventory will be the dealer s responsibility to retail Vehicle condition must be equal to the condition at the time of original auction purchase
7. However in the instances where some additional work is required such as refinishing repainting that portion of the repair would be considered disclosable damage and would go toward the 500 damage disclosure requirement e Parts and accessories used to replace identical original components glass radios tires and wheels etc e Airborne material environmental fallout damage is not considered transportation damage and Federal law does not require disclosure to a new vehicle purchaser The 500 disclosable limit does not apply to damage resulting from airborne material Dealers should be aware however that state or local laws may require disclosure of environmental fallout repairs When requested the dealership should provide a copy of the repair order which lists details of repairs performed to the new vehicle purchaser IMPORTANT Consult your legal counsel for the effect of state or local laws Loss and Damage Claims Intransit Repair Dealers A number of dealerships In transit Repair Dealers have been authorized by Ford to repair vehicles damaged in transit before they are delivered to their final destination dealerships Vehicles determined to need intransit repairs will have a Form AAD10032 Authorization and Notification of Unit Repaired Intransit prepared by the ramp operator and will be examined by a Ford designated inspection agency who will prepare a damage estimate and assign a damage category Any repai
8. Owner invoices for new and used vehicle sales Payroll records detailed records used to prepare payrolls e g daily time and job tickets Quality Delivery Assurance Checklists Repair tag 1878 No 1 copy radio tape player clock electronic soeedometer Diagnostic equipment printouts when applicable Service copy hard copy of claim Service installed over the counter parts and accessories claim including supporting documentation This includes Repair order for accessory or previous warranty claim Owner paid repair order or over the counter parts sale invoice Towing log for dealer owned tow truck or sublet towing invoice Transportation charge receipts for parts returned to the Company Transportation Assistance Program Logs ANY OTHER RECORDS WHICH SUPPORT CLAIMS REIMBURSED BY THE COMPANY Claims Pending File Claims which have been submitted but not paid by the Company should be kept in a pending file This Claims Pending File can be either a computer file or a manually maintained file When a response appears in the Paid Repairs section of the ACES II Daily Repair Register for these claims the pending file should be purged 1 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Warranty and Policy Register Journal FMC 19 A register journal should be maintained in dealerships that do not have comput
9. Refund Amount The amount reimbursed to the customer for an emergency repair paid by the customer Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen 31 32 33 34 Towing Amount The amount that was paid either by the customer or the dealership to have the vehicle towed customer must provide receipt If a dealership tow truck is used a tow truck log number is required Only one tow can be claimed per visit Enter the log number in the Tech Comments area on the back of the form NOTE For most 1994 and later model Cars and Light Trucks towing is handled through the Roadside Assistance Program Handling Freight Enter costs for the handling of those parts where a handling allowance is applicable For example a dealer is supplied an engine assembly from the plant The dealer is given an allowance for receipt repackaging and shipment of the defective assembly back to the plant Other Enter any other approved special program costs that were incurred such as hoist time film etc Program Code Use to identify the type of coverage which applies to a specific repair number Examples of program codes can be found in the appendix of the ACES II User Manual Recall Related Damage Place an X in the damage flag box if the repair is the result of related damage on a Recall or Customer Satisfaction Program NOTE This indicator replaces the C99 Pro
10. UNDER FEDERAL LAW CIVIL PENALTY UP TO 31 500 MAY BE ASSESSED FOR EACH FAILURE TO HONOR THE EMISSIONS WARRANTY A DIAGNOSIS CHARGE TO AN OWNER WHEN PERFORMING AN EMISSIONS RELATED REPAIR DEFECT OR PERFORMANCE IS CONSIDERED FAILURE TO HONOR THE EMISSIONS WARRANTY Aftermarket Part Certification Regulations implemented by the EPA require that certain non Ford aftermarket parts be eligible for reimbursement under the guidelines of the Federal Emissions Control System Performance Warranty The non Ford aftermarket parts must be certified under an approved EPA procedure to be equivalent to the original equipment parts on Ford vehicles The aftermarket parts must also contain permanent labels or symbols to identify the manufacturer and indicate that the part was EPA certified lf an owner presents a vehicle for service under the Federal emissions performance warranty and an aftermarket part caused that vehicle to fail an EPA approved M test contact the Regional Office immediately before performing the repair Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen BATTERY COVERAGE INTRODUCTION Warranty coverages Coverage Explanations and Pro rata Percentage Tables are separated by vehicle types and model years Each section contains all required information to handle a customer s warranty claim for the customer s particular vehicle and situation The sections are New Vehi
11. Vehicle mileage must be within 100 miles of the odometer reading at the time of original auction purchase Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee REIMBURSEMENT FOR REPURCHASED RAVS Ford and Lincoln Mercury dealers may request repurchase of an RAV by completing and faxing an RAV Repurchase Request Form to RAV Headquarters To obtain the form contact RAV Headquarters at 800 323 6353 Reimbursement to the requesting dealer will be calculated using the following formula Subsequent Auction Selling Price Less Auction Fee Less Transportation charges to the Ford sponsored auction Equals RAV Reimbursement Amount Dealers will not be reimbursed for vehicle reconditioning or detailing charges incurred while in dealer inventory RAVs repurchased under this program will be resold through Ford sponsored auctions Failure to comply with RAV disclosure policies will subject dealers to the penalties outlined within the RAV Disclosure Agreement REACQUIRED VEHICLE REPAIRS Ford remanufactured parts must be used in all non warranty Reacquired Vehicle RAV repairs new parts may be used only when the Ford remanufactured parts are not available October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 145 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 4 RECALLS DEALER SELF APPROVAL GUIDELINES amp AFTER WARRANTY ASSISTANCE
12. Zam WARRANTY amp POLICY MANUAL meen Extended Service Plan ESP Mail Addresses ALL PLAN APPLICATIONS REGISTRATIONS CORRESPONDENCE ESP Headquarters P O Box 6045 Dearborn MI 48121 ALL QFC REGISTRATIONS CORRESPONDENCE ESP Headquarters P O Box 6065 Dearborn MI 48121 FORD EPP AND SUPER SEAL CLAIMS CORRESPONDENCE ESP Claims P O Box 6045 Dearborn MI 48121 FORD ESP CLAIMS CORRESPONDENCE ESP ESC Headquarters P O Box 6045 Dearborn MI 48121 COMPETITIVE MAKE NEW ESC CLAIMS ESC Plan Headquarters American Road Services Company P O Box 4233 Dearborn MI 48126 0233 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 7 Zam WARRANTY amp POLICY MANUAL meen ESP HOTLINES For inquiries regarding registrations certificate of provision and program information 1 800 521 4144 All Plans including Ford of Canada vehicles EPP and Super Seal 1 800 367 3221 Quality Fleet Care For prior repair approval not required for Canadian vehicles Ford Motor vehicles new amp used 1 800 321 7790 Ford ESP Used Claims Formerly Referred to as Used ESC 1 800 521 4116 New Competitive Make vehicles ESC 1 800 233 5819 U S while traveling in Canada 313 390 4870 Rental Authorization for Minors 313 349 8000 ext 236 For ESP coverage information on Canadian vehicles Check OASIS NOTE ESP toll free hotlines are operational during normal business hours
13. 0 00 PART MRKUP m IF PART IS NOT APPROVED FOR CREDIT RETURN AT DEALER S EXPENSE 1 22 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Preparation of Warranty Parts for Shipment e Print two ORIGINAL copies barcode scanner cannot read photocopies of the FCS 700 return document from FMCDealer com e Insert the first copy of the FCS 700 return document in the plastic bag QC WPRC 0008 and attach to the part that is being returned e Insert the second copy of the FCS 700 return document in the plastic shipping sleeve QC WPRC 0009 and attach to the outside of the replacement part box that is being returned e Cap air conditioning compressors using caps from new assemblies e Drain all parts of oil and fluids e g drain fuel pumps and any parts containing fuel e Use the replacement part box to return the warranty part e Ensure all parts are complete and assembled e Pad any parts subject to damage in transit e When shipping parts recalled on an ALL PARTS RETURN pack the heavier parts on the bottom of the box to avoid damage to smaller lighter parts CAUTION UNDER NO CIRCUMSTANCES SHOULD FLUIDS OF ANY KIND OR ENTIRE FUEL TANKS WHICH HAVE EVER CONTAINED FUEL BE RETURNED Shipping Instructions e Give parts to your RCRC on or prior to the Ship By date printed on the return documents e Parts with an FCS 700 Return Document will be picked
14. 8 a EE A RAA i er bh Cn CIA ST EE EE EEL ELLE EE G t Fi PLL o P E amp L__ E IL PIL ILL_ I _ _ PL C E mo o CC CES OS SS ST Back of Form DIAGNOSTIC TROUBLE CODES ENTER PRR NBR Repair Number MIL Malfunction Indicator Light and 2 3 or 5 digit DTC Diagnostic Trouble Code information here RPR MIL on DTC NBR Y N POWERTRAIN a Y KOEO KOEO KOER 1 BODY B 3 5 7 5 1 5 5 5 CHASSIS UNDEFINED OTHER 25 TECHNICIANS COMMENTS RPR CONDI LABOR RECORD INCLUDE DESCRIPTIONS OF CAUSE NBR TION COST OR CODE PARTS RETURN No ELAPSED TIME CLOCK ON OFF D i OFF ON OFF ON OFF ON OFF ON OFF ON OFF ON OFF ON OFF 7 4 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zs WARRANTY amp POLICY MANUAL ieee Warranty Claim Flow Chart 3 Parts Dept Entry Steps 17 22 2 Performed By Claim Parts Counter Personnel Disoatch Parts Manager Write Up Step 16 Steps 1 15 Performed By Performed By 3 Service Advisor Dispatcher Repair Service Advisor P Service Manager Process Shop Foreman Steps 23 27 Performed By Technician j Claim S L issi z Close Repair Order mse aa File Claim Steps 28 42 oi St
15. Louisville Kentucky 40213 Ford Motor Company Wayne Assembly Plant 37625 Michigan Ave Wayne Michigan 48184 Ford Motor Company St Thomas Assembly Plant Highway 44 Talbotville Ontario Canada N5P3W1 Ford Motor Company Wixom Assembly Plant 28801 Wixom Rd Wixom Michigan 48393 0001 Ford Motor Company St Louis Assembly Plant 6260 North Lindberg Boulevard Hazelwood Missouri 63042 October 2003 Zam WARRANTY amp POLICY MANUAL meen Bedliner amp Cargo Liner Branded Title Warranty Cancellation Inquiry Bumper Master Guard Cellular Phone Systems Technical Hotline Commercial hicle Hotline Commuter An Service Program Computerized Dealership Acctg Dir Fin Statement Corporate Dealer Systems Customer Name amp Address Change October 2003 For authorization replacement at no charge by Manufacturer 888 FORD OE1 Durakon Corporation FCSD General Office Warranty Administration Dept Regent Court Building 16800 Executive Plaza Drive Mail Drop 3NE 1D Dearborn MI 48126 FAX 313 845 4338 For authorization to replace bumper and for a replacement bumper at no charge call 800 541 5834 Ford Cellular systems technical assistance and Warranty service hotline 800 755 4161 Send Defective equipment with Form 8560 to Autocraft Electronics 1612 Hutton Drive Suite 120 Carrollton TX 75006 Ford Parts and Service Assistance on commercial vehicles 800 782 8627 Handle p
16. They are for dealership and Regional Office use only Ford ESP Used Claims Formerly Referred to as Used ESC ESC Competitive Make New ESP Administration Hotline Ford ESP Used Claims provide prior approval and repair information for contracts on competitive make vehicles 800 521 4116 Handle inquiries contract enrollments claims processing and literature requests contracts brochures etc 800 233 5819 Handle all ESP administrative concerns and questions credit card payment registrations issue contract provisions and process cancellations Verify active contracts and provide procedures for obtaining service service locations and rentals Assist dealerships with claims submission 800 521 4144 9 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee ESP Assistance Canadian Vehicles in U S ESP Assistance U S Vehicles in Canada ESP Coverage Medium Heavy Trucks ESP Prior Approval Claims ESP Prior Approval InspectionTeam ESP Registration Hotline Competitive Make used vehicles Export Operations Fleet Customer Information Fleet Service Hotline Car amp Lt Truck Fleet Service Hotline Medium Heavy Truck Ford Audio Systems Warranty Service Verify coverage for Canadian vehicle owners located or traveling in the U S 800 565 3673 Repair assistance for U S vehicle owners located or traveling in Canada 31
17. Z 20 GLASS WINDSHIELD 44 GAS TANK LLU 22 GRILLE o 53 SUN ROOF T TOP 23 HEADER PANEL OR HOOD EXT Lu 54 UNDERCARRIAGE OTHER 24 HEADLIGHT COVER TURN SIG 56 VINYL CONVERTIBLE TOP z 25 LAMPS FOG DRIVING SPOT LT lt 62 CATALYTIC CONVERTER W 27 HOOD oc 63 RAILS TRUCK BED ROLL BARS 42 PANEL BELOW BUMPER FRONT r 65 LUGGAGE RACK STRIPS 59 WIPERS WINDSHIELD S 81 GAS CAP COVER 80 COWL 86 BLANK LLI 90 FRAME 09 DOOR CARGO RIGHT T O 91 EXHAUST SYSTEM 12 DOOR RIGHT FRONT 93 SUSPENSION SYSTEM 13 DOOR RIGHT REAR 99 ENGINE COMPARTMENT OTHER Lu 16 FENDER RIGHT FRONT 17 QTR PANEL OR P U BOX R 26 HEADLINER Z 31 MIRROR OUTSIDE RIGHT 28 KEYS REMOTE 36 ROCKER PANEL RIGHT 29 MIRROR INSIDE T 39 RUNNING BD STEP RIGHT T 33 RADIOMAPE PLAYER CD 69 PILLAR RIGHT CENTER 48 TRIM PANEL FRONT LEFT 71 PILLAR W SHIELD RIGHT FRONT S 50 TRIM PANEL FRONT RIGHT 73 PILLAR RIGHT REAR 58 RADIO SPEAKERS 76 CAB PANEL RIGHT SIDE T i 66 DASH INSTRUMENT PANEL 79 QUARTER PANEL EXT R R H 67 CIGARETTE LIGHTER ASH TRAY 83 FENDER REAR RIGHT T Z 68 CARPET FRONT 89 BLANK 85 CB TELEPHONE 94 SEAT FRONT LEFT Q 04 BUMPER COVER EXT REAR 95 SEAT FRONT RIGHT 06 BUMPER GUARD STRIP REAR 96 SEAT REAR LWI 07 DOOR BACK CARGO RIGHT T 97 CARPET REAR GQ 08 DOOR BACK CARGO LEFT T 98 INTERIOR OTHER lt 18 FLOOR MATS FRONT Zz 19 FLOOR MATS REAR 00 NOEXCEPTIONS 21 GLASS REAR T TRUCK ONLY October 2003 Ford Mo
18. Zam WARRANTY amp POLICY MANUAL meee Dealer Authorized After Warranty Assistance Cont d Eligible Fleet vehicles on an individual vehicle by vehicle basis Warranty type repairs only on vehicles beyond warranty ESP limitations If vehicle is still eligible for any warranty coverage Ford ESP coverage or non Ford service contract coverage do not submit repair as After Warranty Assistance Ineligible 4 12 Vehicles with branded titles or warranty restrictions as noted in OASIS Non Ford Motor Company Vehicles Any dealer owned vehicles including used vehicles in dealer stock Repairs for dealer employees Ford employees that have dealer contact responsibility or dependents of either Maintenance items e g oil changes tune up etc Repeat repairs Refunds for non emergency outside repairs Vehicles that have already had two After Warranty Assistance repair visits A repair visit is defined as each time a vehicle is dropped off at the repairing dealership for repair s and returned to the customer Check OASIS and any applicable vehicle service records for the AWA repair counter Repairs covered by or eligible under competitive service contracts Costs for Rental vehicles If a loaner vehicle is provided to the customer the dealer may claim reimbursement using available loaner days under the Transportation Assistance Program Claims repairs that have been submitted for payment under warranty or ESP and were rejec
19. amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY POWERTRAIN COMPONENTS POWERTRAIN CONTROL MODULE PCM REPROGRAMMING PRO RATA AND OWNER PARTICIPATION ADJUSTMENTS RACING RADIATOR CLEANING COVERAGE amp OTHER REMARKS Refer to Parts Coverage Directory for component coverages Reimbursable during Bumper to Bumper Coverage and Emissions Defect Coverage Replace PCM s only when they cannot be reprogrammed to complete a warrantable repair Claiming Procedures RECAL recalibration and RECALEM recalibration emissions are causal part numbers used for claiming technician time to reprogram a powertrain control module during a warranty repair RECAL and RECALEM have replaced 12A650 as the causal part number for claims where the PCM can be reprogrammed to complete the repair For situations where the PCM is defective and cannot be reprogrammed follow normal Powertrain Control Emissions Diagnosis manual diagnostic and warranty claiming procedures Use the following guidelines when submitting a claim e RECAL is to be used for non emission related driveability concerns RECALEM is to be used for emissions related driveability concerns e g check engine light on RECAL or RECALEM must not be claimed for PCM replacement NOTE If no problem is found and the customer s concern cannot be verified refer to DIAG USAGE REQUIREMENTS in Section 5 for claiming procedures Some repairs are not
20. e GWMS Home Page provides a quick indication of dealership performance in the three Primary Measures Cost Per Vehicle Serviced CPVS Adjusted for comparison group labor rate and parts mark up differences Repairs per 1000 Vehicles Serviced R 1000 Cost per Repair CPR Adjusted for comparison group labor rate and parts mark up differences e Diagnostic colors used to provide warranty performance status Green No Condition Code Yellow Trending Toward Condition Code Red Condition Code e Dealership management can Drill Down from Primary Measures on GWMS Home Page to identify potential warranty performance concerns and obtain a claims list e GWMS provides additional performance measures such as Dealer AWA SPW last two years history and diagnostic reference materials with tutorial on how to navigate the GWMS e GWMS provides additional materials such as self review documents reference materials dealer specific claims lists and reports and help functionality October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 1 m WARRANTY amp POLICY MANUAL ieee fordgwohome4a Microsoft Internet Explorer File Edit view Favorites Tools Help e gt ODA AUS HD Address http Feas62 dearborn ford com trends globalrp USA00 00000 qwoportal htm amp 000008USARRI hal N MAAN Language Select Date Se re JEnglish GLOBAL WARRANTY MEASUREMENT SYSTEM
21. e Prior to claiming DIAG an OASIS Symptom Code inquiry must be done to access all service recommendations e When claiming DIAG all valid diagnostic trouble codes DTC s must be entered with the DIAG repair Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee DIAG Must Not be Claimed As an ESP claim not reimbursable When a cause has been identified and the part is not available to complete the repair Standard labor operations for diagnosis time should be claimed when the repair is completed For vehicle inspections when the customer has not identified a specific driveability complaint e g Add On Repairs On dealer owned vehicles such as new inventory unsold used vehicles and dealer daily rental units unless some driveability symptom was reported by a customer If the customer s complaint is exclusively for poor fuel economy To reprogram the POWERTRAIN CONTROL MODULE claim as indicated via technical service bulletins DIAG Service Management Responsibilities DIAGNOSIS TIME Assign the appropriate technician based on ability and training Attach the listing of Special Service Messages and suggested TSB s from the OASIS Symptom Code printout to the repair order Ensure that the DIAG time is supported by a full explanation in the technician comments area of the claim Normal diagnosis time is not reimbursable Included Time An al
22. e RapGard should be left on vehicles until sold up to a maximum of 4 months Owners are expected to wash and wax their vehicles frequently to remove harmful deposits from the vehicles surfaces to help protect the finish IMPORTANT Environmental fallout claims submitted to Ford MUST contain e Program Code R23 e Condition Code C8 For Industrial Environmental Fallout ALLISON TRANSMISSION Warranted by transmission manufacturer not Ford ALTERATIONS OR All alterations or modifications of Ford Motor Company vehicles MODIFICATIONS must be done in compliance with all applicable State and Federal Statutes and regulations The installation use of any non Ford product will not necessarily void the Ford New Vehicle Limited Warranty If however the non Ford product fails or causes a Ford part to fail the cost of the repair and any related damage are not covered by the Ford New Vehicle Limited Warranty The vehicle owner would need to look to the manufacturer or installer of the non Ford product for repairs not to Ford ANTENNAS Bent or damaged antennas are not covered under warranty ASSEMBLIES There is no parts allowance when the Company supplies a part or Company Supplied assembly free For parts which do not receive a handling allowance at No Charge or markup 1 0 hour labor at the dealer labor rate may be claimed AUDIO SYSTEM This special preparation applies to the following components when it is necessary to send the
23. or for abnormal diagnosis time NPF for no problem found Dealerships that have dealer self approval privileges are authorized to self approve actual time The benefits resulting from the self approval of actual time are e Improved quality repairs e Improved customer satisfaction because more vehicles are fixed right the first time e Reduced shop comebacks by providing more flexibility to use actual time e Reduced administrative workload e Faster payment of warranty claims e Improved standard labor operations through better reporting e Provide the flexibility for the dealer to take the time needed to fix vehicles right on the first repair visit Ford Motor Company Ford Motor Vehicle Assurance Company 5 1 Zs WARRANTY amp POLICY MANUAL meee ADMINISTRATIVE ALLOWANCE DIAG USAGE REQUIREMENTS 5 2 The requirements listed below apply to the self approval of actual time NOTE Many of these same requirements also apply to the normal administration of warranty and must be followed even if you do not have self approval of actual time e All actual time repairs must be properly time recorded see Time Recording Section 1 e Technicians must provide detailed comments on the hard copy explaining why actual time was required e Actual time repair codes B MT and NPF must be entered on the claim Refer to the ACES II User Manual All applicable Ford Service Labor Time Standards must b
24. or a copy of the daily PEARS register showing the notification of the debit if request is mailed e the reason claim is being appealed e the tag number e acopy of the shipping receipt if request is mailed or the tracking number if request is e mailed Mail appeals to FCSD Warranty Parts Return Center 15090 Commerce Drive North Dearborn Mich 48120 WPRC Help Line The WPRC operates a toll free dealer help line that is open from 8 00a m to 4 30p m EST The toll free phone number is 1 800 416 WPRC 9772 and is operational on Company workdays 1 24 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee SERVICE TECHNICIAN SPECIALTY TRAINING STANDARDS ACES IL EDITS Dealership Service Technician Specialty Training STST Standards were developed in ten specialty repair categories to enhance dealership repair competency This can help to improve dealership Fix It Right The First Time FIRTFT performance and can lead to increased customer satisfaction Edits have been incorporated into the Automated Claims Editing System ACES II which place each labor operation into one or more of the ten specialty repair categories When each edit is activated ACES II will only pay repairs in those applicable specialty categories if the technician who performed the labor operation has successfully completed the applicable STST Training or if the dealership is shop competent in the primar
25. recharge if the voltage is less than 12 40 volts Claims will not be accepted for battery recharges made between 72 hours after dealer receipt of the vehicle from the carrier and vehicle delivery to the customer LOSS amp DAMAGE TO BE REIMBURSED BY CARRIER FORM 3715 Conditions which must be noted on the bill of lading delivery receipt and claimed as Loss and Damage because they are considered transportation loss or damage are Damage caused by physical impact abrasion or forced entry Be specific on size area and extent of damage IMPORTANT Paint and sheet metal damage found under the RapGard used to protect painted surfaces from environmental fallout is not transportation damage unless the RapGard is physically damaged at the time of delivery and it is so noted on the delivery receipt Tire and wheel rim damage and loss including spare NOTE The only acceptable repair technique for damaged tires is replacement Damage to undercarriage Missing parts and accessories that are noted on the Loose Item Checklist Items shipped loose as defined by the Loose Contents Checklist Options not invoiced cannot be claimed Exterior glass scratched chipped or broken Damage or soiling of the driver s area of the interior and obvious vandalism or abuse to any of the interior October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 7 Zam WARRANTY amp POLICY MANUAL meee Loose Item Checklist B amp F R
26. requirements on these assemblies RESCU SYSTEM e Bumper to Bumper Coverage REMOTE EMERGENCY e Service replacement control modules GPS antennas and SATELLITE CELLULAR antenna cables are supplied by Autocraft Electronics using UNIT form 8560 Contact them at 1 800 755 4161 for diagnostic assistance and advance exchange requests on control modules A replacement unit will be sent overnight express Send defective equipment along with form 8560 to Autocraft Electronics 1612 Hutton Drive Suite 120 Carrollton TX 75006 Autocraft Electronics will refer dealers to the Parts Distribution Center for non sourced RESCU related parts overhead consoles switch assemblies wiring etc Claims for replacement of these repair parts should be submitted through DWE ACES Il SAFETY RESTRAINT 1991 and Newer Model Cars and Light Trucks 5 years 50 000 SYSTEM miles THINK Neighbor 5 years unlimited miles Covers safety belts air bags and related components October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 43 SMONGL LHOIT 8 SYV CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY SATELLITE NAVIGATION SYSTEM SNS COVERAGE amp OTHER REMARKS Warranty Coverage e Bumper to Bumper Coverage on all SNS components except Map Data CD ROM e Map Data CD ROM is warranted for 30 days from date of sale against manufacturing defects NOTE To receive
27. than 6 000 pounds or that has a basic vehicle frontal area in excess of 45 square feet Interstate Commerce Commission Any motor vehicle rated at 8 500 pounds GVWR or less which has a vehicle curb weight of 6 000 pounds or less and which has a basic vehicle frontal area of 45 square feet or less A passenger car or passenger car derivative capable of seating 12 passengers or less Lincoln Mercury Car Rental System Lifetime Parts Guarantee Liquid Propane Gas Lifetime Service Guarantee prior to 1 1 92 Master Owner Relations System Misbuilt Vehicle Claims No Problem Found an actual time repair process used to ensure that every possible attempt has been made to diagnose and repair the customer s vehicle On Line Automotive Service Information System Order Processing Department Outside Labor Outside Parts Over the Counter Powertrain Control Module Parts Distribution Center Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee PEARS Parts Entry and Return System Policy A Company program which pays all or part of certain repairs not covered by warranty Pro rata The owner participation amount for repairs reimbursed at less than 100 of the claim value QCMPP Quality Care Maintenance Protection Plan QFC Quality Fleet Care RAV Reacquired Vehicles vehicles repurchased by the Company RM Parts packed in a container marked remanufactured or Ford
28. the customer is responsible for teardown costs e Inspections will normally be completed within 24 hours e Ford Motor Company will reimburse the customer for a rental vehicle up to 28 35 for Lincoln per day if their vehicle is required to remain at the dealership due to an inspection delay e Ifthe ESP contract does not include rental or exceeds the applicable rental coverage due to a delay in the inspection process the Ford Prior Approval Team will assist you in claim preparation including rental coverage as appropriate e The inspectors will report their findings to the ESP Inspection team e An ESP inspection representative makes the final decision and notifies the dealership of approval or denial of the claim Prior Approval Level ESP Prior Approval Levels are established based on a dealership s 12 month average ESP repair cost loss ratio and contract sales penetration Total Repair Cost for 12 month Period eeceaic Example 90 000 _ 90 ESP Contract Revenue for same 12 month Period 100 000 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 131 Zam WARRANTY amp POLICY MANUAL meee Total Repair Cost includes all repairs paid on the ESP contracts sold by the dealer regardless of repair location ESP Contract Revenue is defined as that portion of the contract revenue for all active contracts sold by the dealership allocated to the specified 12 month period based on earning curves developed by Ford
29. the repair form follow Lifetime Refund Emergency Repair 6 4 If a part needed for a Lifetime repair is no longer stocked or serviced by Ford reimburse the customer the cost of the original repair parts and labor and submit a Lifetime Refund Repair lf a customer cannot return to the original repairing dealer and you as the original repairing dealer wish to provide the customer a refund under Lifetime coverage submit a Lifetime Emergency Repair for a customer refund NOTE Parts allowance is not reimbursable on this repair IMPORTANT Repairs which cannot be claimed for Refund are identified in the Lifetime Service Guarantee Marketing Manual Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Lifetime Portability Repair e Ifacustomer has moved or is traveling and is over 50 miles from the original repairing dealer he may go to any Ford or Lincoln Mercury dealer and have an eligible LSG repair performed The second dealer submits an LSG portability Repair NOTE Obtain a copy of the original repair order to retain in your service files NOTE Applicable parts allowance is reimbursable on this repair NOTE Time and labor amount are optional if you decide to allow the Ford computer to calculate them Lifetime Labor Liability Cap Repair e f you exceed your predetermined 12 month Labor Liability Cap at the beginning of the following calendar year submit a re
30. 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Coverage on Ford Mercury Cars and Light Trucks No Deductible Bumper to Bumper Coverage on Lincoln Cars es NO Deductible Corrosion Perforation Unlimited mes 7 3L Powerstroke Direct Injection 100 000 B00 000 es M BE S100 Deicibe Deductible 1 Diesel Engine Engine Code F Lincoln Cars Federal Emission Defect 2 e Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs Vehicles with a GVWR over 8 Se los 7 3L D I Powerstroke Diesel Certain Emissions Parts 4 Federal Emissions Performance 2 All Emissions Related Parts Safety Restraint Towing Roadside Assistance 3 a Covered under all warrar all warranties ities See Se 6 for more Damage Maintenance Not Covered by Ford Tires 1 The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 7 3L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on the Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty coverage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the pr
31. 1 This letter advises dealers that they have entered Ford s Warranty Counseling Process at the Self Review Step 1 Dealer s receiving the letter and entering the Warranty Counseling Process are directed to the GWMS website to obtain Self Review materials Self Review materials however may be used by any dealership wanting to perform an examination of warranty repairs and repair shop processes regardless of Warranty Counceling Process status False or Fraudulent Practices Exceptions to Dealership Selection and Process Progression The Company may elect to conduct a review or audit without progressing through the steps of the Warranty Counseling Process Examples of when this action may be taken include but are not limited to the following e Allegations of improper warranty practices have been made e A follow up to a previous warranty audit where false or fraudulent practices were uncovered e All reviews Step 2 or Step 3 actions involving false or fraudulent findings will be upgraded to warranty audit Step 4 action Examples of False or Fraudulent Claim Categories e VIN or Owner name misrepresented e Repair date misrepresented e Mileage alteration e Work not performed as claimed e Non Ford part claimed as genuine e The knowing submission of claims with omissions of material facts or substantial violations of program requirements The above list is not intended to be all inclusive Any other claim category that the company d
32. 2004 and later models windshield replacement coverage due to stress cracks is limited to 12 months in service regardless of miles driven even if caused by use and or exposure to the elements e All glass replacements under warranty MUST be made with Carlite glass Parts Reimbursement Parts reimbursement for the glass is at the Dealer s actual cost plus applicable parts allowance e g 40 The actual cost plus applicable parts allowance may not exceed Dealer Price of the glass plus applicable parts allowance SMONGL LHOIT 8 SYV Ford Motor Company Ford Motor Vehicle Assurance Company 3 33 CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS GLASS REPLACEMENT e Labor Reimbursement If the Dealer performs the glass continued replacement labor reimbursement is at the standard labor operation hour s multiplied by the Dealer s approved warranty labor rate If the Dealer chooses to sublet the glass replacement either the standard operation or the actual Outside Labor OSL charge may be claimed If the actual OSL charge is claimed the OSL amount CANNOT exceed the standard operation amount at the Dealer s approved labor rate NOTE The Carlite Autoglass Replacement System CARS Warranty Glass Program which required Dealers to contact the CARS headquarters for certain glass repairs was discontinued effective July 1 2000 GOVERN
33. 3 Dealer is disqualified from award program eligibility or recognition for the following President s Award Top 100 Club President s Club or any other related award or program with the exception of Ford Blue Oval Lincoln Premier Experience and Mercury Advantage see Action 6 Key Action 3 does not apply if dealer principal self reports false or fraudulent activities prior to Company notification of any Warranty Counseling Process action Additional franchise opportunities are suspended Actions 2 amp 3 are in effect for 12 months from audit close or the next WCP audit action whichever is earlier 4 Dealership AWA P05 7 authority is removed for a period of six months 5 Chargeback incremental assessed for all Memo items noted during Step 3 Follow up Review previously not processed for actual chargeback 6 Vehicle Sales Region forwards a recommendation for termination of Dealer Account If notice of termination is not issued Warranty Audit Action 7 is required If notice of termination is issued Dealer is also de certified from Blue Oval Lincoln Premier Experience Mercury Advantage Note If certification has not been achieved eligibility for requesting obtaining certification is suspended 7 Dealer is required to contract for In Dealer Consulting Initiative at dealer s expense for a period of up to three months If declined Vehicle Sales Region forwards a recommendation for termination of Dealer Account 8
34. 3 years 50 000 miles whichever occurs first During this period Ford will repair replace or adjust any part needed to make the vehicle conform to the California emissions standards e Does not apply to vehicles certified to meet emissions standard only at sea level when they are tested at high altitude Check the Vehicle Emissions Control Information Label in the engine compartment to verify exemption from high altitude standards e Covers repairs of a vehicle that fails an eligible EPA approved emissions test at no cost to an owner if the vehicle has been properly maintained and used Retain copy of the EPA test with the claim NOTE If there is a question about eligibility contact the Regional Office before responding to an owner s request for an emissions performance warranty repair The emissions control systems warranties begin as soon as a vehicle is placed in service or delivered to the new owner Remaining portions of emissions control systems warranties are transferred automatically to subsequent owners No warranty transfer document is needed October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 89 SNOISSIWN4A VINYOSATTIVOI CALIFORNIA EMISSIONS Zam WARRANTY amp POLICY MANUAL meee California Emissions Performance Warranty Guidelines Follow this procedure if your dealership is located in an area that is eligible for California performance warranty coverage and an owner requests a repair under this war
35. 36 months BXL Tested Tough Plus 84 months 18 months BUC A1 Power 40 months 12 months BH Commercial Various coverages see Price List for information Fleet amp Commercial Vehicles Warranty Periods BATTERY TYPE WARRANTY COVERAGE GRATIS PERIOD LABOR TOWING COVERAGE BXT Tested Tough MAX 50 months 24 months Yes BXL Tested Tough Plus 42 months 12 months BUC A1 Power 20 months 12 months BH Commercial Various coverages see Price List for information Batteries replaced under the Gratis no cost to customer portion of the warranty must have the original date of purchase noted on the replacement paperwork Until the customer pays a Pro rata amount for a replacement battery the warranty is measured from the original date of purchase 9 Labor and Towing if needed are covered on Service Installed batteries only REQUIRED DOCUMENTATION e Non Commercial Service Original dated repair order warranty sticker e Commercial Fleet Service Installation date warranty sticker NOTE The warranty sticker tag on this battery is NOT removed by the Dealer or owner of the battery It is to be removed ONLY by the Ford Authorized Distributor FAD at the time warranty adjustment is requested Removal of the tag from a non defective battery voids the warranty October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 101 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee ee ee Motorcraft Batt
36. 50 000 mile Emissions Warranty 72 month 60 000 mile or 48 month 50 000 mile Powertrain Warranty 72 month 100 000 mile Corrosion Perforation Warranty 60 month 50 000 mile Safety Restraint Warranty Royal Shield Used Vehicle Limited Warranty UVLW Sales use tax levied on replacement parts and labor including parts allowance used in ESP claim repairs is eligible for reimbursement in those states that tax service contract repair parts and or labor Dealers must include sales taxes on form 1863 ESP claims in order to be reimbursed through the Automated Claims Entry System ACES Il A 6 month time limit for submission of claims will be in effect For repairs on or after this date sales tax must be included on the form 1863 ESP claim for reimbursement within the 6 month limit When a dealer terminates regardless of the reason all credits or collections from Ford including payments for warranty and policy claims will be made to the dealer of record on the day the vehicle was repaired Questions related to credits or collections involving a terminated or replacing dealer are to be directed to the Vehicle Division s Regional Market Representation Manager The following rates are effective October 1 2000 e 18 00 per day for Ford Mercury loaners Ford Lincoln or Mercury owners e 36 00 per day 2 x 18 for a Lincoln loaner to a Lincoln owner e Dealers who put in a qualified shuttle van may claim 2 tap days
37. 600 and Higher Series Trucks Co Pay Repairs Car 600 amp Higher Series Trucks Core Mass Air Flow Sensor No Cost Core Procedure for a Damaged FAR Core Reimbursement From FADS and from the Company Remanufacturable Parts Return Requirements Corrosion Cost Per Vehicle Serviced CPVS See Warranty Expense Formula Crankshaft See Replacement or Repair Policy Cars and Light Trucks Powertrain Components Powertrain Components 600 and Higher Series Trucks Customer Installed Warranty Part Customer Participation Claims See Pro Rata Cars and Light Trucks 600 and Higher Series Trucks Customer Satisfaction Programs Index 6 Ford Motor Company Ford Motor Vehicle Assurance Company 2 10 5 18 3 47 3 47 3 2 7 3 17 3 36 3 26 3 29 3 69 3 26 3 67 3 25 3 67 1 24 6 2 3 140 5 8 1 20 6 2 3 26 amp 3 66 8 3 3 40 3 58 5 9 3 40 3 3 6 6 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Customer Service File Requirements Responsibilities 1 10 Computer Service Systems 1 10 Records Required for Filing Record Retention 1 11 Cylinder Heads See Replacement or Repair Policy Cars and Light Trucks 3 40 Powertrain Components 600 and Higher Series Trucks 3 58 D Damage Codes 2 3 Concealed 2 10 Dealer In Stock Vehicles 2 23 Disclosable Conditions 2 14 In Transit See Loss amp Damage 2 12 Non Disclosable Conditions 2 14 Dealer Principal Owner Operat
38. 8 4 8 5 3 2 3 8 to 3 13 3 54 to 3 57 3 3 8 3 2 28 2 26 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Warranty con t False or Fraudulent Findings Audit Action Matrix Forms Procurement Procedure Labor Rates Measurement System and Controls Program Process Administrative Findings Audit Action Matrix Responsibility Review Solicitation Start Date In Service Date Delay Vehicles without a Warranty Start Date Start Date Errors or Omissions Statements Service Parts and Accessories Warranty and Policy Register Journal FMC 19 Water Pump 600 and Higher Series Trucks Weatherstrips Wheel Alignment Toe in Caster Camber Cars and Light Trucks 600 and Higher Series Trucks Steering Wheel Adjustment Clear Vision Unauthorized Repair Twin Beam Axle Wheel Balancing Cars and Light Trucks 600 and Higher Series Trucks Wheel Bearings Rear Axle See Powertrain Components Wiper Blades Cars and Light Trucks 600 and Higher Series Trucks October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 11 9 30 5 5 8 1 8 16 1 7 amp 3 1 8 4 1 4 2 27 2 27 2 27 3 109 1 13 3 7 8 3 50 3 51 3 79 3 15 3 49 3 51 3 79 3 58 3 51 3 79 Index 23
39. ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee service Part Warranty SPW Engine and Transmission rior Approval All gasoline diesel engine and automatic transmission assembly replacements under Service Parts Warranty will require prior approval from the Technical Hotline NOTE Obtaining prior approval does not exempt a claim from ACES II edits or audits NOTE Prior approval is not required for Service Part Warranty claims for parts originally sold over the counter Warranty Coverage The Company will repair or replace any properly installed new Ford or Ford remanufactured part or accessory found to be defective in factory supplied material or workmanship during the service part or accessory warranty or during the New Vehicle Limited Warranty In addition the Company will repair or replace any components damaged by the defective part or accessory If the failure of a covered part directly causes a related part to fail then both failures are covered The cause of failure of the related part must be noted on the Service Part Warranty claim Dealers are cautioned to exercise sound judgment and provide clear documentation when claiming reimbursement for related failures NOTE Tires are not Ford or Ford remanufactured parts and do not carry a Ford Service Part Warranty except for THINK Neighbor tires which have a 12 month 12 000 mile service part warranty NOTE Parts replaced at Company expense e g Customer Satisfa
40. After Warranty Assistance Program Code P01 Z92 The FCSD Customer Service Manager may authorize repairs or refunds for repairs not covered by a warranty a Customer Satisfaction Program or a Recall Dealers should assist owners by contacting the FCSD Customer Service Manager when in the dealer s opinion an owner deserves consideration for a beyond warranty repair The dealer should not make any commitment to an owner without first obtaining FCSD Customer Service Manager authorization Dealerships that are approved by Regional Management for After Warranty Assistance Authority may make certain adjustments without Regional Management approval They must however follow the specific guidelines listed below Dealer Authorized After Warranty Assistance Program Code P05 P07 Z05 Dealer approved AWA is important because it encourages on the spot resolution and increases the likelihood of satisfying customers This can only be achieved through the effective empowerment of those employees e g Service Advisor who have day to day contact with the customer Dealers are urged to train and empower their Service Advisors within the boundaries provided by Ford Motor Company All dealer approved AWA must be documented on the original repair order In the event that dealers do not use the authority as intended or misuse the program the self approval After Warranty Assistance Authority will be withdrawn Dealer Authority Guidelines Once it is establis
41. Approval Code or Number if applicable Causal Part s and Condition Code s Core Charge Cross Reference Number Customer Description of Concern Technician Comments Repair Description Customer Concern Code Dealer and Customer After Warranty Assistance Participation Amounts Including Heavy Truck Pro rata Amounts Dealer General Manager or Authorized Person Signature Diagnostic Trouble Codes Distance Indicator M KM Labor Operation Number s Scheduled Time and Amounts Misc Expense Area for Loaners Refunds Handling Freight Towing Administrative Allowance and Tax Odometer Reading Date of Repair Owner Name Address and Signature Part Number Quantities and Amounts Parts Allowance Total Parts Sub Totals Program Code if applicable Recall CSP Related Damage Indicator Repair Number Repair Order Number Separate Customer Deductible Field Service Advisor s Identification Service Installed Parts Original Repair Order Over the Counter Invoice Number Installation Date and Accumulated Distance Technician s Identification Last 4 digits of Social Security Number Time Clocking Section Total Parts Labor and Claims Amounts by Repair Vehicle Identification Number Date Odometer reading at time of vehicle release if the repair is delayed while waiting for parts 7 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 8 WAR
42. Battery Index 20 Ford Motor Company Ford Motor Vehicle Assurance Company 2 16 2 14 47 3 136 3 75 1 11 3 45 3 5 3 18 5 20 1 9 1 25 5 20 3 45 3 46 3 7 5 3 117 3 51 3 127 3 47 amp 6 11 3 76 amp 6 11 3 107 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Transmission Exchange Programs 6 1 Powertrain Components 600 amp Higher Series Trucks 3 58 Transportation Allowance Sublet Repairs 5 7 Transportation Assistance Program Allowance 6 14 Transportation Charges Inbound and or Premium 5 14 Transportation Charges Parts recalled to WPRC 5 14 Travel or Mobile Homes Mounted on Ford Chassis Cars and Light Trucks 3 47 600 and Higher Series Trucks 3 76 Trim Cars and Light Trucks 3 48 600 and Higher Series Trucks 3 77 Vinyl Trim Repair Policy 3 50 Truck Bodies Mounted on a Ford Chassis See Travel or Motorhome Cars and Light Trucks 3 47 600 and Higher Series Trucks 3 76 Turbocharger Cars and Light Trucks 3 49 600 and Higher Series Trucks 3 77 Twin l Beam Suspension 3 49 U S Warranty Application When the U S Warranty Applies 3 1 Unauthorized or Unacceptable Repair Techniques Cars and Light Trucks 3 49 600 and Higher Series Trucks 3 77 Universal Joints See Drivetrain Components 3 58 Unloading Vehicles 2 6 Upholstery See Trim Cars and Light Trucks 3 48 600 and Higher Series Trucks 3 77 October 2003 Ford Motor Company Ford Moto
43. Company 5 9 Zam WARRANTY amp POLICY MANUAL meen FAR FAR assemblies used in emergency repair warranty situations REIMBURSEMENT After Warranty Assistance ESP or other program repairs paid by FLUIDS 5 10 Ford that subsequently fail are to be claimed from the FAR Refer to the FAR Warranty and the FAR Lifetime Parts Guarantee Coverage reimbursement table below for specific parts and labor reimbursement responsibilities In the event the FAR reimbursement does not cover the applicable parts allowance on the FAR exchange price or labor they may be claimed from Ford electronically via ACES II provided the subsequent failure occurs within the remaining New Vehicle Warranty coverage period The reason for claiming these amounts from Ford must be entered in the Comments Area of the claim and must be entered in DWE ACES II FAR REPAIR COVERAGE FAR PAYS FORD PAYS Covered by FAR e Parts e Applicable Parts Warranty e Labor Allowance on FAR Exchange Price Covered by FAR Lifetime e Parts e Labor Parts Guarantee e Applicable Parts Allowance on FAR Exchange Price The following list contains Pre Delivery Pseudo Causal Part Numbers These may only be claimed at the time of predelivery Part Description ANTI Anti Freeze AOIL Power Steering Fluid BOIL Brake Fluid BRAKE Brake Bleeding EOIL Engine Oil FREON A C Refrigerant FUEL Fuel FWASH Washer Fluid Front ROIL Differential Lube RWASH Washer Fluid Rear SOIL Ste
44. Company paid repairs These parts can be ordered via the Technical Hotline No charge plant assemblies are shipped for assemblies not yet available through Ford Authorized Distributors Certain direct ship assemblies also can be ordered through DOESII Except where prohibited by law or otherwise specified by Ford in writing a fixed handling allowance is paid for major assemblies such as diesel engines With the exception of shop supplies and labels any other parts supplied by the Company to the dealership at no charge are eligible to receive 1 0 hour administrative allowance at the dealership s labor rate The battery parts allowance is not reimbursable separately The net amount shown in the Parts and Accessories Price List includes the parts allowance Core Reimbursement from RCRC s Regional Core Recovery Center RCRC will provide dealer core credit for the non 700 tag parts that have a core deposit for both retail and Ford paid repairs Core Reimbursement from the Company If the WPRC generates a 700 tag for a part that has a core value the dealer must submit an appeal for the core amount via ACES Il Core Failure to return an engine transmission or transaxle core and shipping container within 30 days will result in chargeback of the claim REFER TO THE POWERTRAIN REFERENCE GUIDE FOR FORD REMANUFACTURED ASSEMBLY CORE DEPOSIT If the WPRC recalls a core from an assembly exchange that was returned directly to the plant
45. Customer Pays Pro Rated Charge F paepaaeanana in or October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 99 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee Retail Customer Purchased Motorcraft Batteries Cont Service Installed Sold Over the Counter DETERMINING WARRANTY TYPE continued Example of a Type C battery label Please see Type C warranty table to determine specific coverage Silver Series torcratt DIST BY FORD MOTOR CO a T DEARBORN MI 48121 n x Hi 0 24 Months aT 95 84 Months Example of a Type D battery label Please see Type D warranty table to determine specific coverage 3 100 National Customer Service Call 1 800 392 3673 ADJ PERIOD BATTERY LIMITED WARRANTY This Motorcraft battery is warranted by Ford Motor Co to the original purchaser to the extent indicated when used in a private passenger car or light truck The battery warranty period is not intended to reflect the battery s anticipated life If the battery fails to hold a charge due to defect in material or workmanship it should be returned to a Motorcraft retailer or wholesaler THIS CARD AND YOUR DATED PURCHASE INVOICE ARE REQUIRED FOR ADJUSTMENT FOR YOUR NEAREST MOTORCRAFT OUTLET CALL 1 800 392 3673 Date Purchased Name Address City State ZipCode Vehicle SSS If a failure occurs the owner will pay a portio
46. Emissions Parts e Vehicles over 14 000 pounds GVWR e Vehicles over 14 000 pounds GVWR with Ford Diesel Engines e PZEV 2 Certified Vehicles Performance Coverage 1 e PZEV 2 Certified Vehicles e Non PZEV 1 Refer to the Parts Coverage Directory for a list of parts eligible for California Emissions Coverage 2 Refer to the Vehicle Emissions Control Label for emissions certification information Non Ford Diesel Engines The emissions systems for heavy duty diesel engines that are not built by Ford are warranted by their manufacturer Full details of this warranty coverage are in the engine manufacturer s service policy or engine manual which is placed in the vehicle when it is built NOTE Repairs necessary to correct the condition causing Malfunction Indicator Light MIL illumination and to restore proper function to the MIL system for vehicles with less than 14 000 lbs GVWR are covered by the Emissions Defect Warranty These repairs must be performed even if the failed component is not specified as an emissions component All cases of MIL illuminations must be fully explained and documented on the repair order 3 86 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 1995 to 2004 Model Year 600 amp Higher Series Trucks California Emissions Defect Warranty Coverage 1995 600 amp Higher Series Trucks e 5 years 50 000 miles Vehicles over 14 000 GVWR with Ga
47. F Super Duty trucks with a GVW of 14 500 Ibs New parts replaced under ESP USE THESE GUIDELINES If the original customer paid repair fails within 90 days or 4 000 miles submit a Service Parts Warranty repair If the original customer paid repair fails beyond 90 days or 4 000 miles and the ESP if any has expired submit an LSG repair lf the original repair made under ESP coverage fails beyond 90 days or 4 000 miles and is still covered by ESP submit two repairs on the same form An ESP repair for parts and labor reimbursement ALifetime ESP Deductible Repair to reimburse the deductible fee Lifetime protects the customer from fee payment when all LSG requirements are met If a part needed for a Lifetime repair is no longer stocked or serviced by Ford reimburse the customer the cost of the original repair parts and labor and submit a Lifetime Refund Repair If a customer has moved or is traveling and is over 50 miles from the original repairing dealer he she may go to any Ford or Lincoln Mercury dealer and have an eligible LSG repair performed The second dealer submits an LSG Portability Repair If a customer cannot return to the original repairing dealer and you as the original repairing dealer wish to provide Lifetime coverage submit a Lifetime Emergency Repair for a customer refund If a part is covered by Powertrain or Major Component Coverage but the repair is coded ESP to reduce the deductible a
48. HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS AXLE DRIVE Front Drivetrain coverage Tandem 4x4 and Rear AXLE FRONT I BEAM Drivetrain coverage Bearings and seals not covered by drivetrain BATTERY 1991 1999 per EE e All Series Except 9000 and 9500 Series 12 months unlimited miles e 9000 and 9500 Series Full coverage 90 days unlimited miles Pro rated beyond 90 days within 2 years 2000 2002 Model F 650 F 750 e Covered for 2 years unlimited miles No pro rata See Battery Coverage in this section for additional information Non Ford branded batteries not warranted by Ford IMPORTANT All battery warranty replacement claims in ACES II must have battery codes generated from the Rotunda Micro 490 Tester Dealers are required to use the tester for diagnosis prior to all battery warranty repairs For all batteries which prove to be defective the tester will generate a unique ACES II approval code and an engineering defect code Both codes will be required for ACES II warranty claim submissions including AWA and Service Parts Warranty but not for ESP claims BRAKE LININGS AND e Maintenance Service Replacement of worn brake linings pads PADS is a maintenance service Not reimbursable e Factory defect Basic vehicle coverage BRAKE SYSTEM Reimbursable at predelivery only CLEANING BRAKE WHEEL Basi
49. II edits or review audit examination The following list provides examples of areas subject to review audit disallowance This list is not all inclusive e Repeat Ineffective Repairs e Mileage Date Alteration e Used Vehicle Reconditioned Under ESP VIN or Owner Name misrepresented e Continuation Claim Bypasses Deductible Non Ford Part Claimed as Genuine e Service Part Not Supported e Part Damaged Not Defective e Add on Repair Not Approved e Over Repair excluding conditions listed below for on site inspection Technical Hotline and phone prior approval e Supporting Documentation Not Available example sublet invoices alignment printouts OASIS printout Conditions NOT Subject To Disallowance On Site Inspector Approval Video Imaging Approval e Coverage eligibility provided all relevant information i e complete service history was accurately provided at the time of inspection e Extent Cost of Repair for example replacing an engine vs repairing an engine provided that diagnostic and repair direction from inspector was followed This condition only applies to the aspects of the repair in which the on site inspector video imaging activity was involved Technical Hotline Involvement OASIS call required e Extent Cost of Repair provided that accurate and complete information was provided to the Hotline and Hotline direction was followed This condition only applies to the aspects of the repair in which the Hotli
50. INELIGIBLE VEHICLES e Ford Mustang Cobra R vehicles body Code P42 with engine code C and Saleen modified vehicles e Incomplete units or units that have been modified including Vehicles with the first three VIN positions of 1FC 1FD 2FC 2FD 3FC and 3FE Taxis livery shuttle commuter police emergency vehicles tow trucks vehicles equipped with snowplows electric vehicles Salvaged totaled repossessed or branded vehicles Flexible Fuel Vehicles Vehicles that cannot be indentified with the original manufacturer s Vehicle Identification Number VIN due to theft or damage Vehicles with actual mileage that cannot be determined due to an altered broken or repaired replaced odometer e Vehicles originally delivered for use outside the United States or Canada e No coverage is available for F 600 and higher series trucks COVERED COMPONENTS Dealers will repair replace or adjust all covered components as specified below that are found to be defective in factory supplied materials or workmanship during the applicable warranty period Covered components include e Engine Cylinder block and all internal lubricated parts seals and gaskets cylinder heads intake and exhaust manifold s factory installed turbocharger supercharger timing gears including chain or belt flywheel valve covers oil pan timing chain cover oil pump water pump thermostat housing gas fuel injectors and lines harmonic bal
51. If applicable loss of Level I reduced warranty administrative requirements TERM DEFINITION Scope Total Warranty and Policy Payments to the Dealership for the Period Examined Total Findings The Total Dollars Charged back as a Result of the Audit Findings False Fraudulent Findings as a of Scope The Total of the Disallowances Categorized as False or Fraudulent Divided by the Total Payments for the Period Examined Ford Proprietary Ford Motor Co reserves the right to modify Matrix and or Key Actions at any time October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 17 Za WARRANTY amp POLICY MANUAL meen 8 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 9 GLOSSARY RESOURCES FORMS amp PUBLICATIONS PAGE SECTION INFORMATION NUMBER e Glossary Terminology codes and abbreviations used throughout this manual 9 1 e Resources Listing of Frequently Used Phone Numbers 9 4 Conversion of Kilometers to Miles 9 16 Conversion of Hours to Miles 9 16 Oasis 9 17 Ownercards 9 18 VIN Coding Charts 9 19 Standards Certification Label 9 28 e Forms and Publications Ordering Procedures amp Form Examples Publications Ordering 9 29 Warranty Administration Forms amp Ordering Procedures 9 30 Vehicle Warranty Status Change Request Form 9 32 Notification of Delayed Deliv
52. Loaner TOW Not covered by FAR e Labor e Deductible ESP LIFETIME PARTS e Parts GUARANTEE or e Applicable beyond FAR warranty Parts Repair still covered by Allowance ESP Less Deductible Form 1863 6125 2 Preparation Requirements NOTE FAR parts cores should be exchanged directly with a FAR The parts retention period is waived for Cores when FAR parts are claimed When using the alternative submission method the Core must be tagged and the original 1863 6125 2 claim number must be noted on the tag for FAR warranty analysis 3 140 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee GOVERNMENTAL COVERAGE REGULATIONS amp LEGAL PROCEDURES State Laws Statutes Certain States and Localities have or may enact laws that could have an impact on the dealerships method of conducting their everyday business transactions This Manual does not attempt to identify all of these Laws as they apply to certain States Localities and Ford Motor Company dealers within those States and Localities Ford Motor Company recommends that all dealers consult their legal counsel for clarification of State and Local Laws as they apply to individual dealers New York State Coverage 2003 and Prior Model Year Vehicles New vehicles sold or leased and registered in the state of New York are eligible for New York State coverage Coverage Guidelines e On Vehicles with Bumper to Bumper
53. MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Coverage on Ford Mercury Cars and Light Trucks No Deductible Bumper to Bumper Coverage on Lincoln Vehicles 6 a Deductib Lincoln Complimentary S Maintenance iin Gorosta O Perforation Unlimited Miles FS Pl 7 3L Powerstroke Direct Injection 100 000 Miles 100 Deductible 1 Diesel Engine Engine Code F Federal Emission Defect 2 5 Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs 4 Vehicles with a GVWR over 8 500 los 7 3L D I Powerstroke Diesel Lincoln Vehicles Certain Emissions Parts 4 Federal Emissions Performance 2 e All Emissions Related Parts e Certain Emissions a Safety Restraint Restraint Traction Battery e Electric Ranger 20 000 Miles Percent beyond 12 months or 10 000 miles Towing Roadside Assistance 3 P Covered under all warranties See Section 6 for more details Damage Maintenance Not covered by Ford 1 The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 7 3L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on the Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty co
54. NOT be scrapped until authorized by the Company ACTUAL TIME LABOR An actual time labor operation B MT NPF is used only when there OPERATIONS are no published labor operations in the Ford Service Labor Time Standards or for highly unusual repair situations when additional time is required to complete the repair A full description of the need for the actual time operation must be listed on the form and the request must be reasonable Time recording requirements are given in this manual 3 60 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS ADJUSTMENTS Adjustments required to correct factory defects such as to windows hoods doors are reimbursable during basic vehicle coverage if they are not e Listed on the Predelivery Service Record checksheet as a required adjustment Performed to improve vehicle appearance or performance beyond normal standards A scheduled maintenance requirement Performed to correct improper or incomplete original adjustments The Company reimburses dealerships only once for an adjustment unless new technical information becomes available Prohibited elsewhere in this Manual or in other Company publications BELT ADJUSTMENT Not reimbursable predelivery responsibility BRAKE ADJUSTMENTS Service amp Parking Reimbursable at predelivery only
55. O oo 0 1 Canada 2 Mexico VIN POSITIONS 12 17 VEHICLE NUMBER Unique six digit numeric sequence assigned to each vehicle by the assembly plant October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 27 Zam WARRANTY amp POLICY MANUAL meen Standards Certification Label A Vehicle Safety Standards Certification Label shown below is affixed to the left front door face panel or door pillar VEHICLE SAFETY STANDARDS CERTIFICATION LABEL MFD BY FORD MOTOR CO IN U S A DATE 09 86 GVWR 5347 LB 2425 KG FRONT GAWR 2714 LB REAR GAWR 2683 LB 1231 KG 1216 KG THIS VEHICLE CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLE SAFETY AND BUMPER STANDARDS IN EFFECT ON THE DATE OF MANUFACTURE SHOWN ABOVE b VEH IDENT NO 1FABP4366ZKX100001 TYPE PASSENGER 14 R0141 2A 4 482450 EXTERIOR PAINT COLORS A DSO BODY VR MLDG INT TRIM TAPE S AX TR YP SOP GG B 8 TBBBB A a4 A h UNJYTED STATE 11 42 13 Om Vehicle Identification Number Radio Vehicle Type Sun Moon Roof Paint Axle Ratio Body Type Transmission Vinyl Roof Springs Body Side Moulding District Sales Office Trim Code Fabric Color PTO SPL Order Number and Seat Type Accessory Reserve Load Tape Stripe 9 28 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen Publications Ordering This Manual refers to the following Company warranty relate
56. PARTS e All others 30 percent REIMBURSEMENT Dealer price is the price listed in the Company Parts and continued Accessories Price List FPS 3642 Excludes SDS Parts for parts purchased from the Company Actual cost is the amount charged by an outside source for parts purchased under certain conditions see Sublet Repair Reimbursement in this Section Exchange price is the amount charged for the part or assembly less the core amount allowed for turning in the replaced part Net Amount is the amount allowed for certain parts that are not eligible for the applicable parts allowance In the case of batteries a factor is included in the net price for the parts allowance Outright price includes a core allowance The core allowance is the difference between the outright price and the exchange price e For Ford parts purchased from a source other than the Ford Parts Distribution Center payment is normally made at the Dealer Price plus the applicable parts allowance or at the Exchange Price plus the applicable parts allowance For exceptions see Emergency Repairs Section 3 e For non Ford parts purchased from an outside source e g parts used by a specialty shop payment is normally made at Actual Cost plus the applicable parts allowance or at the Exchange Price plus the applicable parts allowance In both cases the maximum payment is limited to the Dealer Price of the comparable Ford part plus the applic
57. POLICY 5 4 e Non reimbursable labor operations Inspections adjustments alignments and clean up included in predelivery Installing loose items placed in the vehicle at the assembly plant unless otherwise stated in Company publications Refer to the Predelivery Service Record checksheet Adding oils lubricants and other fluids except refrigerant Inflating tires Touching up paint chips scratches or minor blemishes e Reimbursable labor operations All other labor only operations are reimbursable unless stated otherwise in this Manual or other Company publications Reimbursable when e The dealer sublets work to an outside specialty shop e Performed on an emergency basis and Ford and Lincoln Mercury dealerships are closed e Also refer to Sublet Repair in this section Labor reimbursement is normally based on standard hours shown in the Ford Service Labor Time Standards Manual multiplied by the dealer s approved warranty labor rate in effect on the date of repair It is the Company s policy to reimburse dealers for warranty repairs at an hourly rate that is fair reasonable and competitive This policy is administered through one of the available labor rate request options LimoCare Electric and Compressed Natural Gas CNG certified dealerships as well as those who service a minimum of 12 motor homes annually are eligible to receive a secondary P amp A code and labor rate for qualifyi
58. Parts Warranty Coverage e 1997 Emissions Parts Warranty Coverage e 1998 Emissions Parts Warranty Coverage e 1999 Emissions Parts Warranty Coverage e 2000 Emissions Parts Warranty Coverage e 2001 Emissions Parts Warranty Coverage e 2002 Emissions Parts Warranty Coverage e 2003 Emissions Parts Warranty Coverage October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 91 SNOISSIINA VINJOJ3I 1V9 EMISSIONS Zam WARRANTY amp POLICY MANUAL meee The following guidelines clarify and define coverage information These guidelines are also in the Parts Coverage Directory California Defect Warranty covers emissions related adjustments of components which have tamper resistant devices Emissions related bulbs hoses clamps brackets tubes gaskets seals belts connectors and wiring harnesses used for the parts and systems warranted are also covered by the warranty Components requiring scheduled replacement are warranted only up to the first replacement interval specified for that component and vehicle Under some conditions a part not listed could be covered under the defect or performance warranties As an interim procedure dealers are authorized to use After Warranty Assistance for parts that dealers believe should be covered by the emissions warranties Completed claim must be mailed to Warranty Payment and Administration see address in Resource Section CAUTION PERFORM EMISSIONS REPAIRS AT NO CHARGE TO OWNERS
59. REPORT PERIOD 2002 Feb ABC Dealer 00000 Anywhere North America Reg Region XX C3 C4 we Daza C Warranty Total Condition Codes Cl Variance for any measure in the latest reporting period are above 3 0 C2 Variances for any measure over two of the last three reporting periods are above 2 0 C3 Variances for any measure over 4 of the last 5 reporting periods are above 1 0 C4 Variances for any measure over the last 9 consecutive reporting periods are above 5 C5 Variance for any measure in the last reporting period is 4 0 or more variance units above previous reporting period C Variance for any measure are increasing for the last six consecutive reporting periods Red Condition Code Yellow Trending Toward a Condition Code Green No Condition Code EEEEEEEE e co O Dealership personnel can learn more about the GWMS by attending FORDSTAR training course Global Warranty Measurement System Workshop code 9931 8 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee WARRANTY EXPENSE FORMULA Ford evaluates dealership warranty performance using the three Primary Measures referenced previously Dealerships may be included in Ford s Warranty Counseling Process WCP based on Primary Performance Measures Primary Measures e Cost Per Vehicle Serviced CPVS Sum of six months payments divided by six months vehicles serviced labor costs and parts mark
60. Replaced November 10 1999 Today s date Count the whole months between Jan and Nov gt 9 months Subtract the purchase year 98 from the current year 1999 12 months multiply times 12 and add the result to the whole months Battery months in service would be 21 months As an alternative method using the above example count the whole months in 1998 after January 11 and add this to the number of whole months prior to November in 1999 10 11 10 21 months in service BATTERY DISPOSAL The proper disposal of defective batteries e g recycling which cannot be exchanged with a Ford Authorized Distributor FAD is the dealer s responsibility Dealers should consult their legal counsel insurance company or FAD for clarification of the battery disposal laws and requirements in their geographical area e Defective original equipment production installed batteries are to be retained in the dealership until disposal instructions are indicated on the Overnight Claims Register e Defective Motorcraft batteries replacement under either warranty or customer pay are to be exchanged with the FAD e Acopy of the claim to Ford if applicable listing labor towing etc must be included with he battery being exchanged with the FAD 3 94 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee CLAIM PREPARATION INSTRUCTIONS Refer to the ACES II User Manual for B
61. SERVICE CALLS See Towing Service Calls SHOP SUPPLIES Normal shop supplies such as adhesives lubricants tubes and sprays solvents cleaners rust inhibitors thread lock rags film electrical tape etc are not reimbursable separately unless specifically stipulated as being reimbursable in emissions or safety recalls Customer Satisfaction Programs TSBs or other Company publications SPARK PLUG Maintenance Service Not reimbursable REPLACEMENT 1992 and later Emissions Warranty to first scheduled maintenance interval or 5 50 Federal 3 50 California Factory Defect Basic vehicle coverage SPEEDOMETER HEADS Basic vehicle coverage Replace complete assembly Set the odometer to show vehicle s accrued mileage For an electronic soeedometer complete the label included with the new speedometer Affix the completed label to the door jamb STATIONARY POWER When a vehicle is used as a Stationary power source one hour of SOURCE Conversion of use equals 33 miles for the purpose of calculating warranty hours to miles coverage limits SUPPLIER DIRECT SHIP SDS parts are ordered through the Ford Parts Distribution Center and PARTS SDS SUPPLIER BRANDED e Used for new vehicle warranty repairs covered for 12 months unlimited miles or the remainder of the new vehicle warranty whichever is greater Installed at owner expense or sold over the counter covered for 12 months unlimited miles NOTE Certain SDS parts
62. Scheduled Maintenance Guide IMPORTANT Dealership payment for QOMPP maintenance services are reimbursed at a 20 parts mark up and 60 of the dealership s mechanical labor rate Reference 2002 ESP Program Manual for details Wear items brake pads and linings clutch disc spark plugs except California engine belts and hoses wiper blades and shock absorbers Payment for the replacement of these items will be calculated using Ford labor standards and warranty parts pricing A 0 deductible ESP RentalCARE provides up to three days of rental coverage beginning the first day of the repair for all warranty covered repairs during the specified contract period This contract is available only to Ford and Mercury vehicle owners and may be purchased as a stand alone plan or with the Quality Care Maintenance Protection Plan ESP FOR COMPETITIVE MAKE VEHICLES If the competitive make vehicle is still under the Manufacturer s warranty direct the owner to the nearest franchised dealer for warranty repairs The owner must show a paid receipt for the Manufacturer s Warranty deductible amount to a Ford or Lincoln Mercury dealer to obtain the refund Prior Approval is not required if repair is less than the dealer s assigned prior approval level October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 133 Zs WARRANTY amp POLICY MANUAL meee RENTAL CAR REIMBURSEMENT Coverage Reimbursement covers re
63. See Towing service Contracts ESP ESC Contracts Quality Fleet Care Super Seal Corrosion Repair Protection Service Contract Service Parts and Accessories Warranty Coverage Motorcraft Parts Unique Service Part Coverages Warranty Statements Company to Dealer Dealer to Customer Ford Remanufactured Parts service Part Warranty Prior Approval Service Supervision Responsibilities Service Technician Specialty Training Standards Index 18 Ford Motor Company Ford Motor Vehicle Assurance Company 9 4 9 29 2 26 6 11 5 7 3 43 9 28 5 19 2 19 3 127 3 44 3 33 6 11 3 76 amp 6 11 3 130 3 130 3 138 3 136 3 109 3 122 3 116 3 112 3 119 3 110 1 8 1 25 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Shipment of Parts See Shipping Instructions 1 23 Shock Absorbers Service Installed Warranty Statements See Unique Service Part Coverages 3 117 Shop Supplies 5 13 Shortage and Damage New Vehicles See Loss and Damage 2 16 Soft Trim See Trim 3 48 Vinyl Trim Repair Policy 3 50 Spark Plugs Cars and Light Trucks 3 45 600 and Higher Series Trucks 3 75 Special Handling Parts Batteries Clutch Discs and Pressure Plates Torque Converters 1 21 Special Service Instructions 6 6 Speedometer Heads Cars and Light Trucks See Instrument Cluster Products 3 34 600 and Higher Series Trucks 3 75 Standard Parts Reimbursement 5 13 State Laws Statutes 3 141 In Transit Damage Disclos
64. System DRE Direct Registration Entry DSD Diesel Service Dealer DTC Diagnostic Trouble Code DWE Direct Warranty Entry a computer system submitting claims to the Company EBOM Electronic Bill of Materials EEC Electronic Engine Control EPA Environmental Protection Agency EPP Environmental Protection Plan ESC Extended Service Contract ESP Extended Service Plan October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 1 m WARRANTY amp POLICY MANUAL meen FAD FAR FCSD FCRS FOCS II Ford Foreign Vehicles FPDC FTC GCR GVWR Heavy Duty Engine Heavy Duty Vehicle ICC Light Duty Truck Light Duty Vehicle LMCRS LPG LPG LSG MORS II MORS III MVC NPF OASIS OPD OSL OSP OTC PCM PDC 9 2 Ford Authorized Distributors As of January 2002 Ford Powertrain Distributors and Motorcraft Warehouse Distributors Ford Authorized Remanufacturer Ford Customer Service Division Ford Car Rental System Ford Fleet On Line Claim Service Ford Motor Company Vehicles sold in another country which carry the warranty of the country in which they are purchased Ford Parts Distribution Center Federal Trade Commission Global Concern Reporting Gross Vehicle Weight Rating Any engine which the engine manufacturer could reasonably expect to be used for motive power ina heavy duty vehicle Any motor vehicle rated at more than 8 500 pounds GVWR or that has a vehicle curb weight of more
65. T Code Explanation Warranty Restrictions Oils amp Oil Usage See Fluids Ordering New Parts for Unsold In Stock Vehicles Outside Purchased Parts or Labor OSP OSL See Sublet Repairs Overlapping Duplicate Labor Ownercard Owner Notification Program See Customer Satisfaction Programs P Paint Defects Damage Cars and Light Trucks 600 and Higher Series Trucks Parts Awaiting Disposition Instructions Customer Installed Warranty Part Inventory Warranty Requirements Mandatory Return Parts Reimbursement Allowance Remanufacturable Parts Core Retention Return Procedures Return Tag FCS 700 Shipping Transportation Charges Pay Plans Dealership Service Employees See Dealer Responsibilities Power Products Power Steering Pump See Repair or Replacement Policy Powertrain Components Medium Heavy Truck October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 34 3 75 9 17 3 128 3 29 1 16 5 11 amp 5 14 5 6 9 18 6 6 3 39 3 73 1 19 5 12 1 19 1 19 1 21 1 22 1 23 5 14 1 8 amp 2 5 3 30 3 42 3 58 Index 15 m WARRANTY amp POLICY MANUAL meee Section and Page Powertrain Control Module PCM Reprogramming Powertrain Exchanges Predelivery Company Inspection of Predelivery Vehicles Direct Deliveries Independent Predelivery Contractors New Vehicles Delivered by Other Than the Selling Dealer Predelivery Guidelines Predelivery Insp
66. Technical Service Hotline Conversion of Kilometers to Miles The mileage limits in the warranty coverage summary charts are shown only in miles Convert kilometers to miles for Canadian vehicles repaired in the United States Multiply the number of kilometers by 0 62 to obtain the number of miles CONVERSION CHART KILOMETERS MILES Approximate 20 000 12 400 40 000 24 800 60 000 37 200 80 000 49 600 100 000 62 000 120 000 74 400 160 000 99 200 240 000 148 800 Conversion of Hours to Miles When a vehicle is used as a stationary power source one hour of use equals 33 miles for the purpose of calculating warranty coverage limits See Stationary Power Source in Section 3 for restrictions 9 16 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zs WARRANTY amp POLICY MANUAL meee OASIS OASIS On Line Automotive Service Information System is a system that accesses the information stored in numerous Ford databases to give users quick and easy access to vehicle information This information is divided into two broad categories GENERAL VEHICLE WARRANTY INFORMATION This category contains basic vehicle information which is accessed by entering a VIN It includes e Vehicle description e Warranty start date e Build date e Open Recalls Customer Satisfaction Programs and Special Service Instructions e ESP Coverage Information e QFC Enrollment Information and Pre Set Spending Limits e War
67. The warranty paint material allowance for all 1992 to current model vehicles is calculated as follows e Calculate the material allowance by multiplying the paint repair labor hours on the claim by 14 75 e The normal parts mark up will automatically be calculated by ACES Il For Example Labor Operations Labor Hours P101 0 5 hrs P10 1 7 hrs Total hours 2 2 hrs Material allowance system calculation 2 2 hrs x 14 75 fixed amount per hour 32 45 32 45 x 40 or applicable parts Mark up 12 98 Total Material Allowance 45 43 To claim paint and all associated materials place the word Paint in the parts basic column then insert the total of the paint labor hours including tenths of an hour into the parts quantity column on the same line The material will be priced automatically Critical parts handling charges to dealers by Ford Customer Service Division are not reimbursable Payment for Ford parts is based on the Dealer or Exchange Price in effect on the date of repair plus a parts allowance or at Net whichever is applicable Following are terms that apply to Ford and non Ford parts Parts Allowance Unless otherwise specified by Ford in writing the parts allowance on Ford paid repairs is e 1994 and later model vehicles 40 percent e 1993 model vehicles 35 percent Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee
68. Valve Grinding Is not reimbursable unless engine performance is not acceptable e Damage caused by spilled liquids Dealers should carefully examine electronic components audio components automatic temperature control heads etc to ensure that the cause of failure was not liquid spillage The presence of liquid residue a sticky or shiny substance or buttons knobs which don t operate freely are evidence of abuse and may result in claim denial October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 5 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen FORD LINCOLN MERCURY TH INK CARS amp LIGHT TRUCKS Warranty Coverage Summary Charts The warranty coverage for 1997 2004 model cars and light trucks is summarized in chart form in this section The summary charts are organized by model year and provide time and mileage limits for Bumper to Bumper coverage Corrosion Perforation coverage Emissions Defect and Performance coverage Safety Restraint coverage Battery coverage 7 3L Direct Injection D I Powerstroke Diesel Engine and 6 0L Diesel Engine coverage IMPORTANT The information shown on the following charts is of a summary nature For more complete information see the applicable Warranty Guide or specific areas of this manual e g Emissions Service Parts Bumper to Bumper Coverages Bumper to Bumper Coverage
69. Vehicle Assurance Company October 2003 Zs WARRANTY amp POLICY MANUAL meen VIN POSITION 8 ENGINE TYPE PASSENGER CAR 2004 MODEL YEAR 7 V 6 V 8 GASOLINE V 6 GASOLINE V 8 GASOLINE V 6 GASOLINE V 6 GASOLINE V 8 GASOLINE V 8 GASOLINE 2 0 EFI DOHC l 4 GASOLINE 4 6 EFI SOHC V 8 NAT GAS CNG October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 25 Zam WARRANTY amp POLICY MANUAL meen LIGHT TRUCK MPV 2004 Model Year DESCRIPTION V 8 GASOLINE V 6 GASOLINE V 8 GASOLINE ELECTRIC V 8 GASOLINE 4 GASOLINE 4 GASOLINE 4 GASOLINE N AN Ae xwr N SNr k 4 0 EFI SOHC V 6 GASOLINE 7 3 D TURBO DI V 8 DIESEL 4 0 SOHC EFI FFV V 6 GASOLINE FFV 5 4 EFI SOHC V 8 GASOLINE V 8 DIESEL V 8 GASOLINE V 10 GASOLINE V6 GASOLINE V 6 GASOLINE V6 Ve es Ae OS 2 5 DI DOHC TURBO l 4 DIESEL GASOLINE GASOLINE _ W W V8 NATURAL GAS CNG R R k N 4 0 EFI V 6 GASOLINE 4 9 EFI l 6 GASOLINE 5 4 EFI SOHC V 8 GASOLINE GFP VIN POSITION 9 CHECK DIGIT VIN POSITION 10 Model YEAR VIN Position 10 MODEL YEAR aohwon lt xX S lt AWN TD 9 26 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen VIN POSITIONS 11 ASSEMBLY PLANT A ST THOMAS ASSEMBLY PLANT 1 o A o B o D oo P po R
70. WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS GLASS REPLACEMENT Labor Reimbursement If the Dealer performs the glass continued replacement labor reimbursement is at the standard labor operation hour s multiplied by the Dealer s approved warranty labor rate If the Dealer chooses to sublet the glass replacement either the standard operation or the actual Outside Labor OSL charge may be claimed If the actual OSL charge is claimed the OSL amount CANNOT exceed the standard operation amount at the Dealer s approved labor rate NOTE The Carlite Autoglass Replacement System CARS Warranty Glass Program which required Dealers to contact the CARS headquarters for certain glass repairs was discontinued effective July 1 2000 GLOW PLUG SYSTEM 1992 and later models with Ford Diesel Engine e 5 100 Federal Emissions Defect Warranty Applies to vehicles with medium and heavy duty Ford diesel engines GOVERNMENT U S Government vehicles have the same warranty coverage as VEHICLES U S vehicles e Parts and labor are covered only when the vehicles are operated in the 50 States or the U S federalized territories and are serviced by Ford dealers If the vehicles are not serviced by Ford dealers or are operated outside of the U S 50 States or the U S federalized territories the Government may exchange defective parts for new parts parts only labor is not c
71. Warranty Record Keeping 1 10 Refrigerant and Refrigerant Leaks See Air Conditioning Components Also see Fluids Cars and Light Trucks 3 16 600 and Higher Series Trucks 3 62 Refunds Owner Dealer 5 18 Register Journal Warranty and Policy 1 13 Related Damage 3 3 Remanufactured Parts 600 and Higher Series Trucks 3 73 Powertrain Exchanges 6 1 Ford Remanufactured 3 139 amp 6 1 Motorcraft Remanufactured Parts 3 38 Repair Authorization 1 1 Remanufacturable Cores 1 19 Warranty Parts Retention and Return 1 17 Repair of New Vehicles Damaged in Dealer Stock Before Delivery 2 23 Repair Submission Requirement 5 19 Repeat Repairs and Shop Comebacks See Comebacks 3 25 Replacement or Repair Policy Cars and Light Trucks 3 42 600 and Higher Series Trucks 3 74 Rescu System 3 43 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 17 Zam WARRANTY amp POLICY MANUAL meee Section and Page Resources Warranty Contacts Publications Ordering Retail Delivery Form See Normal Deliveries Roadside Assistance Program Road Testing See Labor Reimbursement Policies Safety Restraint System Safety Standards Certification Label Sales Tax Reimbursement See Tax Salvage Parts Salvaged Vehicles TSS See Title Branded Vehicles Satellite Navigation System Seals and Gaskets See Gaskets and Seals Service Call or Towing Cars and Light Trucks See Roadside Assistance Program 600 and Higher Series Trucks
72. a full explanation to support use of labor operation NPF in the tech comments area 4 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Repeat Repair Self Approval Guidelines Dealers are authorized to self approve claims for repeat repairs When claims for repeat repairs are not self approved the claims will be returned to the dealership The reason for returning unapproved claims for repeat repairs to the dealership is to provide service management the opportunity to determine e The number and type of repeat repairs being generated and by which technician s e The level of customer dissatisfaction being created by repeat repairs e Exposure to the penalties of lemon law statutes that could place the dealership as well as the Company in an undesirable position because of repeat repairs e The need for greater emphasis on the use of technical support programs e g OASIS Technical Service Bulletins TSBs National Technical Hotline etc e The importance of fixing it right the first time Benefits Usage of the repeat repair self approval privilege will benefit both the dealership and the Company by e Identifying unusual situations where published repair instructions do not correct the customer s concern e Reducing the dealership workload in obtaining FCSD Customer Service Manager or Select Dealer Market Manager approval when these unusual situations
73. a severe weather disaster message to customers by affected area codes In the event a dealership s market is affected as designated by the Ford Auto Club dealers will be temporarily empowered to utilize the Direct Contact Option with the following modifications Dealerships can find out if their market is affected by calling 800 367 3258 e Three day call fax back to Roadside Headquarters with customer information extended to five days e Negotiated tow rates are temporarily waived and Roadside will pay based on prevailing market rates Call 800 367 3258 for information on prevailing rates in your market e If no authorized Roadside Network agents are available dealerships may dispatch a non network service provider pay the service provider and submit claim based on prevailing market rates to Ford Auto Club for reimbursement All claims must include information requested on the Direct Contact Option Claim Form 6 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee All Roadside Assistance Claims are paid through the Ford Auto Club 800 FORD CLUB Ford Auto Club P O Box 224688 Dallas TX 75222 4688 Attn Claims Processing Non Roadside Towing Major Fleet Daily Rental Vehicles Major fleet daily rental vehicles e g Hertz Budget Enterprise etc are only eligible for Warranty towing Warranty tow claims for major daily rental vehicles must be submitted for payment
74. after buyback RAV coverage does not start when the bumper to bumper coverage expires For example RAV Sale Date Mileage Expiration Date RAV Expiration Mileage August 19 2001 32 000 August 19 2002 44 000 NOTE Because of many state laws Company policy requires that RAVs may not be resold unless the vehicle is properly disclosed and registered for the RAV warranty Wholesaling of RAVs is not permitted Effective July 1 1996 3 142 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee REACQUIRED VEHICLE DISCLOSURE AND WARRANTY REGISTRATION NOTE This procedure applies to U S Dealers only Ford Motor Company requires disclosure of all RAV s Dealers are to disclose the RAV to the first retail customer after reacquisition and resale by the Company The dealer is to sign the RAV Disclosure Agreement Form FCS 8535 at auction The dealer also signs the Reacquired Vehicle Resale Disclosure and Warranty Notice Form FCS 8520 at auction The dealer is to complete the 8520 disclose and review the contents of the 8520 with the customer and obtain the purchasing customer s signature on the 8520 at the time of sale This form when received at RAV Headquarters also activates the RAV Warranty Disclosure Completion Process for Reacquired Vehicles e Dealer receives_copy of title at auction discloses RAV status as stated above and retails vehicle e Dealer faxes the co
75. and Customer Satisfaction Programs involving an ESP covered component Nodrivers under age 21 are eligible for rental coverage or usage unless the driver is also the customer listed as owning the ESP on the vehicle for which rental coverage is being provided IMPORTANT Customers must return the rental vehicle by the end of the business day on which the repair is completed Retention of the rental vehicle beyond that date will be at the customer s or dealership s expense Example 1 The customer s vehicle is brought into the dealership for service on Monday morning The service department however cannot begin work on the vehicle until the following day Tuesday due to shop scheduling Once the work begins it is determined that the repair involves an ESP covered part and the vehicle will need to be kept for a second overnight period Tuesday The work is not completed until Wednesday afternoon and customer picks up the vehicle that same afternoon 3 134 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee The customer would be entitled to two full days rental vehicle reimbursement for the Tuesday overnight period and the portion of Wednesday that was required to complete the repair There would be no reimbursement for Monday lf the vehicle is determined to be inoperable at the time it is left for service or if further driving would damage the vehicle and make it in
76. and wheel cylinders combination valve all lines and fittings brake booster backing plates springs clips and retainers self adjusters parking brake linkage and cables brake pedal shaft Not included drums rotors lining and pads except when required in conjunction with a repair to a covered part e Air Conditioning Compressor including head seals clutch bearings clutch switch pulley amp field coil condenser evaporator and accumulator NOTE If system has R 12 refrigerant R 12 will be used for replacement while supplies last If R 12 is not available the system will be converted to R 134A refrigerant to meet environmental standards If replacement is due to a covered component this warranty will cover the conversion If due to a non covered component customer is responsible for conversion cost e Electrical Alternator starter motor amp solenoid voltage regulator manually operated electrical switches wiper motors heated back glass electrical only not glass damage or breakage wiring harnesses excluding spark plug wires radiator fan relay fuel pump 6 18 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee PARTS AND SERVICES NOT COVERED All items not specifically listed under Covered Parts list e Repairs covered by the Ford New Vehicle Limited Warranty or recalls e Service adjustments or cleaning e Repairs needed to any engine in
77. are not offered by the Company is based on actual cost plus the applicable parts allowance if the cost is reasonable lf an outside repair source such as a collision shop installs a new Ford authorized component properly on a Ford vehicle still under warranty using professional workmanship Ford s new vehicle warranty against defects in factory workmanship and material applies lf repairs made by an outside repair source or installation of non Ford parts cause or contribute to the failure of a Ford component the resulting cost is not covered by Ford s new vehicle warranty IMPORTANT These parts OSP are eligible for parts allowance when listed on form 1863 6125 2 They are not eligible for the parts allowance when listed on Form 3715 Loss amp Damage Dealerships enrolled in the Ford Tire Program are eligible to perform tire warranty replacements Unless otherwise specified by Ford in writing reimbursement for tires will be at the FCSD dealer price plus 25 dealer mark up Dealerships not enrolled in the Ford Tire Program should have tire warranty replacements performed at a Ford Tire Program dealership or an original equipment tire manufacturer authorized tire retailer No claim should be submitted for the cost of the replacement tire or labor however a claim may be submitted for any pro rata adjustment or other related charge paid by the dealership and for a 2 hr administrative allowance These parts handling charges as
78. are covered GAS LPG ENGINES provided the conversion does not adversely affect the Propane performance of the vehicle or related components e Non Ford parts are not covered MAINTENANCE Not reimbursable Maintenance is an owner responsibility Scheduled Maintenance lt is the customer s responsibility to make sure that all of the scheduled maintenance is performed and that the materials used meet Ford engineering specifications Failure to perform scheduled maintenance as specified in the Scheduled Maintenance Guide will invalidate warranty coverage on parts affected by the lack of maintenance Receipts for completed maintenance work should be retained with the vehicle and confirmation of maintenance work should be entered in the customer s Scheduled Maintenance Guide NON FORD PARTS The use of Ford or Motorcraft brand parts or products is required on all claims paid by Ford The cost of non Ford non Motorcraft products used for Ford paid repairs is not reimbursable except as noted below The use of non Ford parts is reimbursable when e Required to complete an Emergency Repair follow the guidelines outlined under Emergency Repairs in this Section Specified in a Recall Bulletin Customer Satisfaction Program Bulletin Technical Service Bulletin or other Company publication Used by an outside specialty shop when the parts are not sold by Ford P N Ford Motor Company Ford Motor Vehicle Assurance Company October 200
79. as is or salvage basis by the dealer or his insurer The new vehicle warranty is voided but the Emissions Control Systems Warranty remains in effect For the dealer s protection prepare a purchaser s acknowledgment statement on the Retail Buyer s Order Form or on dealer stationery See example below Follow disclosure of damage regulations per Company rules and your state laws IMPORTANT All damaged vehicles that are not repaired and sold as new units must be reported to Ford Customer Service Division Regional Management Damaged vehicles which are unsaleable as new vehicles to retail customers or which are purchased by an insurance company are not eligible for any Ford Division or Lincoln Mercury Division contest or incentive program e Battery Battery recharging done between 72 hours after dealer receipt of the vehicle from the carrier and vehicle delivery to the customer is not reimbursable by Ford IMPORTANT A battery with a RED or YELLOW state of charge indicator test eye should not be replaced ARED or YELLOW indicator shows the battery is only discharged not defective In this condition the battery can be brought back to full capacity functional state of charge The battery must then be fully recharged and re tested October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 23 Zam WARRANTY amp POLICY MANUAL meee PURCHASER S ACKNOWLEDGMENT STATEMENT the undersigned
80. be performed promptly upon receipt of parts to vehicles in dealer stock and to vehicles presented by owners for recall service NOTE Federal law requires the completion of all outstanding safety compliance and emissions recalls before a new vehicle is delivered to the buyer lessee Violation of this requirement may result in substantial civil penalties There are four different types of recalls that may appear on OASIS The type can be easily determined by looking at the letter in the recall number Recall Types e S Safety Recall e g 02541 03S01 e E Emissions Recall e g O2E21 03E01 e C Compliance Programs are issued to address a regulatory compliance issue e g O8C03 e R An R program may be associated with a regional Safety Recall An R program is usually established to address a potential safety concern in geographic areas not covered by the associated regional safety recall Always refer to the R program bulletin for details Recalls remain open until repairs are completed and paid Vehicles are identified in OASIS until a claim is submitted for payment against the recall number do not code the claim as a warranty repair If you do not submit the claim against the recall number the vehicle will not be removed from OASIS and the customer may continue to receive recall reminder letters In cases where the customer paid to have the repair performed before the recall a
81. confirming return of the original core NOTE There is no parts allowance on the Core amount IMPORTANT Cores returned to the Company may not exceed the quantity of the same new or remanufactured part purchased from the Company The Warranty Parts Return Center will not reimburse dealers for cores removed from dismantled vehicles 6 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 m WARRANTY amp POLICY MANUAL meee LIFETIME SERVICE GUARANTEE PROGRAM The Lifetime Service Guarantee is a service merchandising program offering a limited warranty on most customer paid service repairs cars and light trucks up to 11 000 lbs GVW IMPORTANT The Lifetime Service Guarantee program was discontinued as of January 1 1992 Repairs performed prior to January 1 1992 under the Lifetime Service Guarantee program will continue to be eligible for lifetime coverage under the Lifetime Service Guarantee program using the guidelines outlined below THE FOLLOWING REQUIREMENTS DO NOT APPLY Parts retention and return requirements except on Company remanufactured products Parts repair vs parts replacement guidelines Time recording procedures NOTE Exceptions to LSG Program Eligibility Not Covered Vehicles used for emergency service e g police taxi and fire vehicles Parts replaced under the new vehicle limited warranty Parts paid by a previous owner on a sold unit Covered
82. day Total Cost PRIOR APPROVAL IS REQUIRED IF TOTAL EXCEEDS DEALERSHIPS PRIOR APPROVAL LEVEL The following will be provided by ESP Approval Operations and should be recorded below For use in preparing the claim for submission Approval Number Approval Amount ESP Person Contacted Date Contacted 9 36 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee INDEX A Section and Page Accessories Service Installed 3 109 Warranty Coverage 3 110 Access Time Cars and Light Trucks 3 14 600 and Higher Series Trucks 3 60 Reimbursement Policy 5 1 ACES II Special Claim Preparation See ACES II User Manual Accident or Fire Claim Cars and Light Trucks 3 14 600 and Higher Series Trucks 3 60 Part Storage Legal Parts 1 18 Responsibility Overview 1 1 Accumulated Mileage In Transit 2 28 Actual Cost Parts See Parts Reimbursement 5 12 Actual Time Labor Claiming Procedure 1 14 Labor Operations 3 14 amp 3 60 Reimbursement Guidelines 5 1 Time Recording Requirements 1 13 ADD ON Repairs 1 8 Adjustments New Vehicles Including Doors Headlights Hood Trunk Lid and Windows Cars and Light Trucks 3 15 600 and Higher Series Trucks 3 61 Administrative Allowance 5 2 After Warranty Assistance Company Authorized P01 Z92 4 10 Dealer Authorized P05 P07 Z05 4 10 Dealer Customer Participation 4 13 Ineligible Repairs 4 12 Reimbursement Policy 5 18
83. do hereby acknowledge my understanding that the Ford vehicle purchased from Enter Dealership Name bearing Vehicle Identification Number was purchased on an as is basis and is not eligible for new vehicle warranty service under the terms of the Ford warranty Purchaser s Signature Dealership Representative s Signature 2 24 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 m WARRANTY amp POLICY MANUAL meee PRE DELIVERY DELIVERY TO CUSTOMER Delivery of New Vehicles All vehicles must conform to a high appearance and performance standard at the time of delivery regardless of when the predelivery service was performed The Company periodically inspects vehicles and reviews Customer Service Files to verify that new vehicle predelivery inspections are performed according to Company standards Under the Sales and Service Agreement the dealer is responsible for inspecting conditioning and repairing each vehicle before it is delivered to the retail purchaser The dealer e Should designate a section of the Service Department for new vehicle preparation e Should assign new vehicle preparation responsibility to selected Service Department personnel e Must have the equipment necessary to properly prepare new vehicles Predelivery Delivery Guidelines Prior to customer delivery e The service department must check OASIS at the time of the predelivery inspection for outstanding Customer S
84. during regular business hours for repair or replacement The purchaser must present the original counter sale receipt or repair order for a dealer installed part or accessory in order to validate the date and mileage on the vehicle at the date of sale or installation of the original part or accessory If the purchaser is traveling or has moved to a different locality any authorized Ford Motor Company dealer will fulfill this warranty 3 114 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee THIS WARRANTY DOES NOT COVER PARTS AND ACCESSORIES THAT FAIL DUE TO ABUSE MISUSE NEGLECT ALTERATION ACCIDENT RACING OR THE USE OF NON FORD PARTS OR PARTS WHICH ARE REPLACED AS A PART OF NORMAL MAINTENANCE TO THE EXTENT ALLOWED BY LAW LOSS OF TIME INCONVENIENCE LOSS OF USE OF THE VEHICLE COMMERCIAL LOSS AND CONSEQUENTIAL DAMAGES ARE NOT COVERED THERE IS NO OTHER EXPRESSED WARRANTY OF FORD MOTOR COMPANY SUPPLIED REPLACEMENT PARTS AND ACCESSORIES ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE IS LIMITED TO THE DURATION OF THIS WRITTEN WARRANTY SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CONSEQUENTIAL OR INCIDENTAL DAMAGES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS THEREFORE THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STAT
85. for a period of six months 5 Chargeback incremental assessed for all Memo items noted during Step 3 Follow up Review previously not processed for actual chargeback 6 Vehicle Sales Region forwards a recommendation for termination of Dealer Account If notice of termination is not issued Warranty Audit Action 7 is required If notice of termination is issued Dealer is also de certified from Blue Oval Lincoln Premier Experience Mercury Advantage Note If certification has not been achieved eligibility for requesting obtaining certification is suspended 7 Dealer is required to contract for In Dealer Consulting Initiative at dealer s expense for a period of up to three months If declined Vehicle Sales Region forwards a recommendation for termination of Dealer Account 8 If applicable loss of Level I reduced warranty administrative requirements TERM DEFINITION Scope Total Warranty and Policy Payments to the Dealership for the Period Examined Total Findings The Total Dollars Charged back as a Result of the Audit Findings False Fraudulent Findings as a of Scope The Total of the Disallowances Categorized as False or Fraudulent Divided by the Total Payments for the Period Examined Ford Proprietary Ford Motor Co reserves the right to modify Matrix and or Key Actions at any time 8 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen A
86. forms and manuals are available through FMCDealer com and or the dealer eStore October 2003 Zam WARRANTY amp POLICY MANUAL ieee Global Concern Report Dealership personnel may submit a Global Concern Report GCR on any product concern that has not been resolved by Ford particularly those where no fix is available For additional information Concern Report administration can be reached at Phone 800 322 5621 Fax 800 329 3377 Email concern ford com Instrument Cluster Products To place order for Instrument Cluster products or make inquiries call 800 259 9700 Lincoln Customer Handles product and service related Assistance Center concerns for Lincoln Owners 800 521 4140 Lincoln Customer Lincoln Customer Assistance answer and Roadside Assistance roadside dispatch for callers anywhere in the U S 24 hours a day 7 days a week 800 521 4140 Lincoln Key Codes Provide key codes and keyless entry codes for 1993 to current model Lincoln vehicle lines to dealerships Calls from retail customers will not be accepted 810 344 5836 810 344 5854 FAX Loss and Damage Respond to inquiries regarding payment of Claims 3715 claims vehicles damaged in transit 888 445 4234 Repairs greater than 500 including supporting documents and a copy of the DWE ACES II register with control number highlighted must be mailed within 30 days of DWE ACES II submission to Ford Motor Company Vehicle Loss amp Damage Claims Adm
87. g warranty ESP ESC and recalls for all vehicles they are franchised to sell and for all Company Products they are authorized to service Owners of Ford vehicles are recommended but not required to return to their selling dealer for warranty service but must take their vehicles to an authorized Ford dealer subdealer for warranty repairs When the U S Warranty Applies In addition to all cars and light trucks sold registered licensed and operated in the United States including Alaska and Hawaii the U S Warranty applies to cars and light trucks designed and built for sale and use in the U S and the U S federalized territories that are e Ordered through a post exchange or ship s store of the U S Armed Services and shipped to the U S federalized territories or a foreign country or e Purchased from and delivered directly by the Company e g U S Government American Red Cross or e Originally registered licensed and operated in the U S federalized territories of Puerto Rico Guam Commonwealth of the Northern Mariana Islands Saipan American Samoa U S Virgin Islands or any other U S federalized territory or e Purchased registered licensed and operated in the U S but then taken by the owner one who did not purchase the vehicle for resale purposes to a U S federalized territory or any foreign country for business personal use If the vehicle presented for warranty service falls into one of the four categories li
88. in service to begin warranty repairs for these conditions that are not the carrier s or the dealer s responsibility e Paint chips on closeable panel edges other than the driver s door NOTE Although not a factory defect airborne material environmental fallout e g acid rain or fluid dripping damage to exterior finish or trim should not be noted on the bill of lading Environmental fallout is reimbursable within 12 months 12 000 miles whichever occurs first and must be claimed on an 1863 6125 2 claim form through DWE ACES Il Misbuilt e Conditions when vehicle is not built as ordered Refer to Section 2 Misbuilt Misinvoiced Vehicles NOTE When a vehicle has to be towed to or from an intransit repair dealer or destination dealer for warranty repairs the tow charge should be claimed through DWE ACES II on the warranty claim using miscellaneous expense code TOW Enter Intransit Repair in the comments section These vehicles are not eligible for Roadside Assistance Dealership Letterhead Receipt lf there is no carrier bill of lading delivery receipt a letterhead receipt is acceptable if it includes e All ofthe notations that would normally be on a bill of lading delivery receipt including the five digit area damage and severity code e Carrier name e VIN e Date and time of delivery indicated by representatives of dealer and carrier e Signature of both representatives A copy of the letterhead rec
89. in the ACES II User Manual Section 3 Related Damage on Customer Satisfaction Program CSP and Recall Repairs Field Service Actions FSA s Recalls and CSP s are issued to remedy concerns on affected vehicles They are generally issued to proactively inspect and if necessary repair or replace components to prevent component failure or improve component performance Preventing component failure and any associated related failure or damage is a result of the prompt and proper completion of FSA Dealership Responsibility Dealers are responsible for following the Recall Process and the Customer Satisfaction Program Process outlined in Sections 4 and 6 and for performing recalls promptly Customer Responsibility For FSA s that require customers to schedule a service appointment at the dealership Ford Motor Company makes every effort to contact these customers ina timely manner advise them of the reason for the FSA along with the potential risks in not having it performed and ask that they schedule an appointment without delay If the customer unreasonably delays in getting the work performed the Company reserves the right to deny coverage for any consequential damage caused by such delay 6 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Related Mechanical Failure During the course of an FSA inspection repair dealership personnel may encounter existing m
90. less than 1 4 inch in diameter Dents less than 1 4 inch deep Scratches and scuffs Discoloration Bubbling WEATHERSTRIPS Bumper to Bumper Coverage Reimbursable Replace weatherstrips under the following conditions e Workmanship defect e Defect in material abnormalities to surface or shape e Damage caused by normal opening closing of door decklid etc Normal deterioration and customer misuse are not covered Wear caused by excessive contact while entering exiting vehicle is not continued covered 3 50 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS WEATHERSTRIPS Not Reimbursable Do not replace weatherstrips under the continued following conditions e Non damaged or non defective weatherstrip to repair a windnoise concern Non damaged or non defective weatherstrip to repair a loose or misaligned weatherstrip Reattach and or use adhesive as necessary Refer to service manual under Body Systems for repair instructions WHEEL ALIGNMENT Wheel alignment normally needs no correction at predelivery and may not be aligned as a general practice during the predelivery process If the need for alignment is determined during the predelivery road test the repair is reimbursable Wheel alignment is reimbursable one time only during the first 12 months 12 000 miles 12 mont
91. limit is reached UNLIMITED MILES EXCEPT AS INDICATED BELOW Basic All Series Except 9000 and 9500 9000 L LN LS LLS LT LNT 50 000 Miles LTS LTLS and Louisville 9500 On Off Road 9000 LA LL LLA LTA LTL LTLA 100 000 Miles Aeromax 9500 and Louisville 9500 On Road Air Conditioner Heater System and Radio e All Series Engines e Gas including Propane F 700 e Ford Diesel F600 50 000 Miles F700 800 900 Cargo 7000 8000 8500 B600 50 000 Miles B700 B800 Drivetrain Axles Driveshaft Transmission e Gas F 700 e Diesel F600 800 900 Cargo 7000 8000 8500 B600 700 800 50 000 Miles 9000 9500 Series 300 000 Miles Emissions Defect e Gas 50 000 Miles e Ford Diesel Except 9000 9500 100 000 Miles Series Noise Emissions _ Frame Corrosion Perforation e F amp B Series e All Series Except F and B Cab Structure e F amp B Series All Series Except F and B Ford Battery e All Series Except 9000 and 9500 Series 9000 and 9500 Series Months 0 3 4 8 9 13 14 18 19 24 Miles Unlimited Ford Pays 100 80 60 40 20 Allison Transmissions Non Ford Batteries and Diesel Engines Damage Maintenance and Tires Not Covered by Ford Owner pays 50 of parts and labor beginning with 13th month October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 57 SMONGL SAIGAS YAHSIH 009 Zam WARRANTY amp POLICY MANUAL meee 600 and Hi
92. manufactured PETROLEUM converted or modified by Ford are covered by the same GAS LPG warranty as conventional Ford engines and components COMPRESSED Ford engines converted or modified by other sources are also NATURAL GAS CNG covered provided that the conversion does not adversely OR OTHER affect the performance of the vehicle or affected components ALTERNATIVE FUELS Non Ford parts are not covered October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 37 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS MAINTENANCE Not reimbursable unless covered by a special Company program such as Lincoln Complimentary Maintenance Maintenance is an owner responsibility See non reimbursable conditions in this section Scheduled Maintenance lt is the customer s responsibility to make sure that all of the scheduled maintenance is performed and that the materials used meet Ford engineering specifications Failure to perform scheduled maintenance as specified in the Scheduled Maintenance Guide will invalidate warranty coverage on parts affected by the lack of maintenance Receipts for completed maintenance work should be retained with the vehicle and confirmation of maintenance work should be entered in the customer s Scheduled Maintenance Guide MOTORCRAFT PARTS Motorcraft parts except those listed below shoul
93. meee Dealer Group All Dealers Parts Retention for ALL Dealerships Special Handling Parts Batteries Some dealers are notified by mail to hold certain batteries for pickup by a carrier designated by the Company For the remaining warranty batteries the proper disposition e g recycling of defective batteries that cannot be recharged is the responsibility of the Dealer Each Dealer should be aware of laws applicable to the disposition of batteries and should consult legal counsel for clarification of those laws Clutch Discs and Pressure Plates Return these parts to your FAD except Dana Spicer parts OEM clutch discs and pressure plates may be requested for quality review by the WPRC and must be retained until parts disposition instructions are received on the dealership daily PEARS register Torque Converters Return to your FAD OEM torque converters may be requested for quality review from the WPRC and must be retained until parts disposition instructions are received on the dealership daily PEARS register Engines Transmissions and Axles Follow return instructions in the Powertrain Reference Guide or other Company communications to the dealer 7 3L Diesel Engine Parts A Diesel Engine Performance chart and copy of the repair order must be enclosed in the container with the following 7 3L Diesel Engine Parts 9A543 PUMP ASSEMBLY 9C968 REGULATOR INJECTION CONTROL PRESSURE 12B599 INJECTOR DRIVE MODULE 12A650 POWERTRAIN CO
94. miles Ford remanufactured Engines and Transmission Assemblies See Ford remanufactured parts Unique Service Part Coverage in this section e Lift Supports Motorcraft See footnote c Lifetime Limited Warranty to original purchaser Not to be used under the New Vehicle Limited Warranty e Motorcraft Preferred Value Parts See Motorcraft Parts Unique Service Part Coverage in this section e Motorcraft remanufactured Parts See Motorcraft Parts Unique Service Part Coverage in this section e Sheet Metal Lifelong limited guarantee as long as original purchaser owns the vehicle against rust perforation includes parts parts allowance and labor e Shock Absorbers and Struts Motorcraft See footnote d For shock absorbers or struts sold on or after October 1 1997 Private Cars and Light Trucks Lifetime Limited Warranty to original purchaser Other Than Private Cars and Light Trucks 24 months or 24 000 miles whichever occurs first For shock absorbers or struts sold before October 1 1997 AA AS AT AW AX Series e Private Cars and Light Trucks Lifetime Limited Warranty to original purchaser e Other Than Private Cars and Light Trucks 24 months 24 000 miles whichever occurs first AJ AK AVS Series 12 months 12 000 miles whichever occurs first AM Series Cartridges and Assemblies 12 months 24 000 miles whichever occurs first AY Series 24 months 24 000 mile
95. off or clutch pump sizing If usage of the vehicle as a stationary power source causes damage to the vehicle the damage is not covered under the New Vehicle Limited Warranty TACHOMETER Electric e Bumper to Bumper Coverage e Replace complete assembly unless only a new dial face lamp bulb is required THINK NEIGHBOR THINK vehicles have their own network of authorized dealerships Only TH NK dealerships are authorized to perform repairs on THINK vehicles However in certain instances Ford may authorize repairs at other than THINK authorized dealerships THINK vehicles are covered by the TH NK New Vehicle Limited Warranty which is similar to the Ford New Vehicle Limited Warranty Coverage for the THINK Neighbor is only limited by time there are no mileage limitations For example e the Bumper to Bumper Warranty period is 3 years with no mileage limitation the Safety Restraint Warranty period is 5 years with no mileage limitation damage caused by airborne material environmental fallout is covered by policy for 12 months Additional differences between the Ford New Vehicle Limited Warranty and the THINK New Vehicle Limited Warranty are continued October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 45 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY THINK NEIGHBOR continued contin
96. on Ford Lincoln Mercury and TH NK cars and light trucks is as follows Ford and Mercury Cars and Light Trucks e 1997 2004 model year cars and light trucks eligible for the Bumper to Bumper warranty are covered for 3 years or 36 000 miles whichever occurs first See Warranty Guide for specific exclusions Lincoln e 1997 2004 model year Lincoln products eligible for the bumper to bumper warranty are covered for 4 years or 50 000 miles whichever occurs first See Warranty Guide for specific exclusions THINK e 2002 model year THINK Neighbors eligible for the bumper to bumper warranty are covered for three years unlimited miles See Warranty Guide for specific exclusions October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 7 SMONGL LHOIT 8 SUVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee ALL 2004 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Coverage pf e Ford Mercury Vehicles 5 6 7 No Deductible e Lincoln Vehicles 5 7 No Deductible Corrosion Perforation Unlimited Miles 6 0L Diesel Engine i 100 Deq Federal Emission Defect 2 e Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs 4 Vehicles with a
97. or to the FAD write the name of the exchange program on the FCS 700 tag and mail the tag to the WPRC with a copy of the bill of lading shipper confirming return of the original core IMPORTANT Cores returned to the Company may not exceed the quantity of the same new or remanufactured part purchased from the Company The Company will not reimburse dealers for cores removed from dismantled vehicles Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee CORE NOTE Recalls and Customer Satisfaction Programs may have REIMBURSEMENT unique core return procedures in these instances follow the core continued return directions in the Recall CSP Bulletin CUMMINS Reimbursement for Ford FD 1060 1460 Diesel Engine Parts ENGINE In instances where dealerships must obtain parts directly from PARTS Cummins to complete warranty repairs on 1997 and prior model year vehicles Ford part numbers may still be used Reimbursement will be at the Ford price plus the applicable parts mark up If the amount charged by Cummins exceeds the Ford part price dealers may claim the price difference using PRDIFF in the miscellaneous expense claim field CUSTOMER Occasionally an owner will request the dealership to provide parts INSTALLED covered under the new vehicle warranty for installation by the owner WARRANTY PART because returning the vehicle to the dealership is a major inconvenience While
98. pricing TECHNICIAN RESPONSIBILITIES Identifies him herself on the repair order using identification number last four digits of SSN Enters a complete description of the repairs performed including diagnostic test results equipment readings e g wheel alignment and the cause of the problem If more than one technician worked on the vehicle each technician must indicate what work he she performed Provide a detailed explanation of repairs when actual time is claimed Enters two digit condition code against causal part Enters any diagnostic test codes on the claim October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 7 1 m WARRANTY amp POLICY MANUAL meen Provides daily time and job ticket to dispatcher for clocking them on and off of each job when required See Section 1 for time recording requirements PARTS DEPARTMENT RESPONSIBILITIES Records part numbers including quantity and price on work orders used to complete repairs Records part name Stamps work order to indicate when warranty return parts have been turned into parts department SERVICE MANAGEMENT RESPONSIBILITIES INCLUDING BODY SHOP MANAGEMENT Service management is responsible for all aspects of claim preparation and submission Verifying each customer complaint where possible and documenting at the time of write up any special circumstances under which the problem occurs e g at 45 mph only when warm when going over large
99. registered in California Maine Massachusetts New York or Vermont 2002 and later model vehicles are also eligible for Federal Emissions coverage Applies to new vehicles certified under the provisions of the AB965 Offset Program Young Bill or the Public Service and Emergency Vehicle Exception and registered in California or a state adopting California regulations NOTE Vehicles certified for sale in California can be identified by the words conforms to California regulations or certified for sale in California on the Vehicle Emissions Control Information VECI label Emission Claim Submission Requirements Enter the two character state code e g MI for Michigan from the license plate of the repaired vehicle in the LIC ST _ field for all emission claim submissions Failure to enter this information in ACES II may result in the claim being returned unpaid October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 85 SNOISSIINA VINHJOJI 1V9 CALIFORNIA EMISSIONS Zam WARRANTY amp POLICY MANUAL meee California Emissions Defect Coverage CALIFORNIA EMISSIONS WARRANTY COVERAGE 1996 2004 Model Year Cars amp Light Duty Trucks COVERAGES 3 yrs 5 yrs 7 yrs 15 yrs Coverage expires when either time or 50 000 50 000 70 000 150 000 mileage limit is reached Miles Miles Miles Miles Defect Coverage 1 e Vehicles with a GVWR of 14 000 pounds and under All Emissions Related Parts Certain
100. removed and leather top coat peel Cloth pile yarns missing and cloth excessive nap crush Sub surface wear through caused by seat structure springs wires continued 3 48 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS TRIM COVERS Repair Policy Seat Upholstery continued During the Bumper to Bumper warranty dealerships are required to repair instead of replace seat trim covers if the defects are within the following limits e Split seams caused by loose thread or broken thread must be re sewn NOTE Exception to this policy is front seat backs that have side airbags Per Workshop Manuals these cannot be repaired Loose trim cover J clips Secure clip by either reattaching or alternative means adhesive screw Trim covers that are misaligned must be corrected through adjustment Warranty Returned Parts Policy When returning seat trim covers to the Warranty Parts Return Center WPRC or direct shipments to the suppliers the affected area must be identified on the returned part Circle the defect with a permanent marker or pen Return the component to the WPRC in the container in which the replacement part was received If cigarette burns or cuts are present and the claim was for split seams the Dealer Charge Back Process could be implemented for the claim TURBOCHARGER Co
101. required to resurface brake rotors using the Pro Cut RESURFACING On Car Brake Lathe during the Bumper to Bumper Coverage Machining period Rotor replacement will only be allowed when the rotor is broken or does not have enough material to allow turning Such replacements must be authorized by Service Management Service Management s initials must appear on the service hard copy of the claim on the same line as the labor operation to replace rotors All continued rotor resurfacing and replacement claims in ACES II must have the initial and final measurements for runout and thickness October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 21 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS BRAKE ROTOR NOTE Exceptions to the previous requirements are REAR rotors RESURFACING on E and F Series trucks with dual rear wheels When a rotor defect Machining is noted on these units replacement is the only acceptable repair continued Claim Requirements The following information MUST be noted on the warranty claim shop copy e Pre turn rotor thickness Required when rotors are machined or replaced e Post turn rotor thickness Required when rotors are machined IMPORTANT It is critical that lug nuts be torqued to exact specifications to prevent warping rotors BRAKE SYSTEM Reimbursable only when r
102. retained for one year Vehicle Loss and Damage Claim Reimbursement There are two ways of seeking reimbursement for Vehicle Loss and Damage e Firstis where Ford acts as an intermediary between the dealer and the carrier Dealers may submit in transit loss and damage claims to Ford and receive reimbursement on the Daily Repair Register so long as the dealer uses proper vehicle inspection procedures and follows in transit loss and damage claims guidelines NOTE Outside purchased parts or outside labor will be reimbursed at actual cost not to exceed the price of the comparable Ford part or applicable published operation amount For claims over 500 the invoice from the source of the OSL OSP must be mailed in with the claim documents failure to provide an OSL OSP invoice will result in non payment of that portion of the claim e Second dealers may handle in transit loss and damage claims directly with the carrier railroad or warehouse In this case dealers must Direct all inquiries to the carrier railroad or warehouse not Ford Not use Ford claim forms October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 15 Zam WARRANTY amp POLICY MANUAL meee Submitting Loss and Damage Claims Destination Dealers Loss and Damage claims are used to request payment for vehicle loss and damage that occurred during delivery of the vehicle to the dealership and the loss and damage was noted on the delivery document Bill
103. sales tax on After Warranty Assistance repairs Follow procedure as shown for sales tax on ESP claims Not reimbursable under warranty This includes such items as commercial loss lost wages loss of perishables salaries storage etc When a repair is delayed because parts are not available and or are back ordered the dealer must retain all documents showing that e The parts were ordered within the vehicle warranty period e The parts were not received and the repairs were not completed until after the vehicle warranty period expired NOTE See ACES II User Manual for claim preparation procedures Any payment discounts received by a dealership on sublet services for reasons such as prompt monthly payments volume etc must be deducted from the amount charged to Ford on the warranty claim Sublet services included in this policy are labor parts materials towing etc Not reimbursable under warranty Incidental expenses e g hotel bill meals etc may be eligible for reimbursement as a Company After Warranty Assistance P01 or dealership After Warranty Assistance P0O5 PO7 Refer to Section 4 After Warranty Assistance Owner Dealer Refunds for Customer Satisfaction Programs When all or a portion of a repair covered by a Customer Satisfaction Program is performed prior to the release of the program both the owner and the dealer are eligible for a refund if refunds are specifically authorized in the program dealer bul
104. shuttle Warranty Solicitation Under the terms of the New Vehicle Limited Warranty Ford Motor Company will cover the cost of repairs for a defect in materials or workmanship when the customer presents the vehicle for repair during the warranty period Except as noted below dealer solicitation of customers for the correction of warranty conditions is prohibited Dealers may not solicit advertise contact by phone or mail etc customers for warranty service In those instances where it is determined that a dealer has solicited a customer for warranty service repairs may be subject to chargeback NOTE Dealers may contact individual customers whose vehicles are involved in Safety or Emissions Recalls or Customer Satisfaction Programs with a B designation e g 99B29 Parts Inventory Dealers must stock an adequate inventory of new Ford parts Company reimbursement for parts is based on dealer compliance on parts management as outlined in the Sales and Service Agreement which includes e Use of new Ford parts e Use of remanufactured parts included in the Company Remanufacturing Program e Use of parts included in the Supplier Direct Ship Program IMPORTANT Remanufactured assemblies should NEVER be used to repair UNSOLD vehicles NOTE The Company will reimburse dealers for the use of non Ford parts used in emergency repairs when new Ford parts are not available See guidelines on Emergency Repairs in Section 3 Warranty R
105. sold directly to a body or equipment TRUCK BODY manufacturer or a retail customer MOUNTED ON A FORD The unit carries a Ford VIN CHASSIS NOTE If the vehicle does not have a Ford VIN contact Ford Power Products 800 521 0370 e Ford parts modified by the motorhome body builder are not covered e Damage to Ford components resulting from modification is not covered by Ford NOTE When a motorhome truck body or emergency vehicle equipment is installed on a Ford chassis the vehicle normally does not return to the selling dealer of record for service In these cases the vehicle continued should be considered a visiting owner vehicle and handled accordingly October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 47 SMONGL LHOIT 8 SYV CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS TRAVEL OR Retail motorhome customers with product or service related MOTORHOME BUS questions or concerns can call Motorhome Customer Assistance 24 TRUCK BODY hours a day at 800 444 3311 MOUNTED ON A FORD CHASSIS continued NOTE Also see LIMOUSINES in this section for warranty coverage information on vehicles that have been converted to Limousines TRIM Interior amp Exterior Bumper to Bumper Coverage Covers only defective materials and workmanship Accident damage or normal deterioration is not covered TRIM COV
106. such as wiper blades beyond 12 months in service brake linings pads and clutch linings NOTE 2004 and Newer Ford Mercury Vehicles Brake pad lining coverage is 12 months 18 000 miles whichever occurs first even if caused by normal wear NOTE 2004 and Newer Lincoln Vehicles Receive complimentary scheduled maintenance for 12 months 12 000 miles whichever occurs first provided by Lincoln Commitment 2001 2003 Lincoln vehicles receive complimentary maintenance for 3 years 36 000 miles whichever occurs first In addition the following wear items are covered for 3 years 36 000 miles by the Lincoln bumper to bumper warranty for 2001 2003 Lincoln vehicles shock absorbers clutch disc if equipped engine belts and hoses brake pads and linings wiper blades and spark plugs Other Items and Conditions Not Covered by the New Vehicle Limited Warranty e Non Ford parts installed on a vehicle for example parts installed by body builders or manufacturers other than Ford or damage to Ford components caused by installation of non Ford parts other than certified emissions parts e Vehicles that have ever been labeled or branded as dismantled fire flood junk rebuilt reconstructed or salvaged this will void the New Vehicle Limited Warranty e Vehicles that have been determined to be a total loss by an insurance company this will void the New Vehicle Limited Warranty e Converted ambul
107. the Dealer Technical Service Hotline e When other diagnostic attempts fail to find fix a concern October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 17 Zam WARRANTY amp POLICY MANUAL meen Selection of all related symptom codes is recommended to obtain a thorough search of the OASIS database As an example information regarding a fuel pump noise might be found under either of the following symptom codes 404000 Fuel System Concerns or 702000 Other Noise Concerns Regional Ofice PriorApproval Determining when to use Symptom Codes is generally left to the discretion of dealerships The Regional Office has the authority to require OASIS Symptom Code usage on 100 of Warranty claims or deny payment on those that do not Labor Time Operations Labor time operations include an allowance for researching concerns on OASIS Model Year Coverage General Vehicle Warranty Information OASIS provides coverage for the previous 10 model years When a new model year is introduced the oldest year is dropped Open recalls are available for as long as they remain open Service Repair Information OASIS provides access to SSMs and TSBs for 10 model years When a new model year is introduced the oldest year is dropped Warranty Start Date Errors or Omissions To correct errors or missing information in the Warranty Start Date see page 2 26 of the Warranty amp Policy Manual Warranty Cancellation Brandeditle For informatio
108. the dealership or upon request sent to a Company location during the one year time period This may include mail audit requests for Supporting documentation involving outside labor actual time service part warranty customer refunds time mileage rejects resubmitted as P05 etc Dealers are encouraged to maintain service records including warranty records beyond one year to support customer service but warranty records beyond one year from notification of payment are not subject to audit Customer Service File Types Dealers must maintain a Customer Service File The records may be computerized or in a manually maintained filing system In either case the records including claim supporting documents signatures and clocking must be available for review by Company personnel Computer Service Systems It is dealership owner operator responsibility to work with system providers to ensure that computerized administration systems can and are configured in a manner consistent with and allowing adherence to the provisions of the Warranty and Policy Manual and the warranty claim form data field requirements outlined in the ACESII User Manual The dealership owner operator is solely responsible for determining whether or not a current system or system considered for purchase is fully compliant with the above requirements It is the dealership owner operator s responsibility to develop a contingency plan to assure compliance if the system is In
109. the mileage beyond 35 miles For tows involving two or more flat tires the customer will be given the option of being towed to the nearest tire service facility instead of a dealership THINK customers will be provided towing to the nearest TH NK dealership or to their selling dealer if within 60 miles Certain warranty repairs require special training Not all dealers are trained to perform all warranty repairs NOTE Recoveries are not included as part of Roadside Assistance towing Recoveries are defined as those efforts made to get a vehicle to a surface where a tow hookup can occur Flat Tires Program provides for no charge spare tire mounting to replace flat tires or disabled wheels only If a vehicle has more than one flat tire and cannot be driven Ford Auto Club will tow the vehicle at no charge to the nearest authorized dealership or tire service facility Tire repair is not covered by this program tire change provision not applicable to THINK Neighbor October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 11 Zam WARRANTY amp POLICY MANUAL meee Fuel Delivery Program provides for up to two gallons of fuel to stranded vehicles out of fuel and not running at no charge Vehicles stranded at refueling stations or dealers are not eligible for benefits not applicable to THINK Neighbor Battery Jump Starts Program provides for no charge jump starts for dead batteries If the vehicle cannot be jump s
110. them but does not warrant them directly to retail customers Dealers are not required under the Act or by their Sales and Service Agreement to convey the Ford warranty or any warranty to the purchaser However in order for the dealer to invoke the Ford to dealer warranty the dealer must have provided the customer with a dealer to customer warranty that is as good as if not better than the Ford to dealer warranty Any written warranty which a dealer gives to purchasers of parts and accessories would be covered by the Act October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 5 Zam WARRANTY amp POLICY MANUAL meee The Act authorizes the FTC to issue trade regulation rules which have the effect of law imposing further requirements including warranty disclosure terms and warranty limitations Because the Act is particularly complex including its interaction with State warranty laws Ford Motor Company recommends that all dealers consult their legal counsel especially in regard to implied warranties Violations of the Act and the FTC rules can carry severe penalties For warranty issues you may want to consult your Customer Handling Roadmap online at FMCDealer com under Customer Satisfaction See the Escalated Concerns section under Legal Contacts As in all circumstances involving litigation or where you need legal guidance consult your legal counsel 1 6 Ford Motor Company Ford Motor Vehicle Assurance
111. to the new owner Remaining portions of emissions control systems warranties are transferred automatically to subsequent owners No warranty transfer document is needed Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee California Emissions Performance Warranty 1990 Models and Beyond e Applies to all 1990 1998 model year California certified vehicles less than or equal to 14 000 lbs GVWR that are required to be I M tested e Applies to all 1999 model year vehicles certified for sale in California and registered in California Massachusetts or New York that have a GVWR less than or equal to 14 000 los and that are required to be I M tested e Applies to all 2000 model year vehicles certified for sale in California and registered in California Massachusetts New York or Vermont that have a GVWR less than or equal to 14 000 lbs and that are required to be I M tested e Applies to all 2001 and newer model year vehicles certified for sale in California and registered in California Massachusetts New York Vermont or Maine that have a GVWR less than or equal to 14 000 Ibs and that are required to be I M tested NOTE Vehicles certified for sale in California can be identified by the words conforms to California regulations or certified for sale in California on the Vehicle Emissions Control Information VECI label e California emissions performance warranty is for
112. up adjusted to the comparison groups average labor rate e Repairs per 1000 Vehicles Serviced R 1000 Sum of six months repairs divided by six months vehicles serviced multiplied by 1000 e Cost Per Repair CPR Sum of six months payments divided by six months repairs labor costs and parts mark up adjusted NOTE All Ford paid ACES II repairs are included in warranty expense formula except Field Service Actions formerly Recalls Customer Satisfaction Programs formerly ONP s Special Service Instructions Company Authorized After Warranty Assistance Claims Extended Service Plan ESP Repairs Transportation Assistance Program TAP Fleet Service Plan FSP Billings Credit and Debit Advice Adjustments Miscellaneous Repairs repairs not captured in measured component groups Transportation Loss and Damage Claims October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 3 m WARRANTY amp POLICY MANUAL meen WARRANTY CONTROLS PROGRAM The Warranty Controls Program ensures dealer compliance with effective warranty management practices and processes Ford administers warranty controls after a review of dealership warranty performance As administration of warranty improves warranty controls may lessen The program offers e Flexibility to meet requirements of individual dealers e Basis for review of warranty performance to determine need for external controls De
113. up by RCRC e Write Accident Claim on the shipping carton for parts considered Legal Parts e Use your RCRC for returning parts DO NOT USE UPS Fedex or AIR FREIGHT This will result in shipments being returned at dealership s expense NOTE If a prepaid shipping label is provided with the replacement part use the label and ship the part to the location on the prepaid shipping label NOTE While most parts are returned via the RCRC at no expense to the dealership in certain instances some parts may be requested for review by Ford Engineering requires PEARS tag number resulting in a freight expense for the dealer Under these special circumstances dealers should enter the shipping expense on the warranty claim using miscellaneous expense code FRGHT You must also list the PEARS tag number in the Tech Comments field Core Reimbursement from RCRC The Regional Core Recovery Center RCRC will provide dealer core credit for non 700 tag parts that have a core deposit both retail and Ford paid repairs Related core allowances should NOT be submitted on any claims for Ford paid repairs Core Reimbursement from the Company lf the WPRC generates a 700 tag for a part that has a core value the dealer must submit an appeal for the core amount via ACES II The 700 tag number must also be entered in the Tech Comments field October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 23 Zam WARRANTY amp POL
114. warranties are limited to the same time and mileage as the written warranty The Limited Warranty also enables Ford and FMVA to require customers to share the expense of certain repairs Under the Act all warrantors of consumer goods costing 15 or more are required to make their written warranties available to customers prior to sale of the goods Ford Motor Company and FMVA requires the dealers to e Display the wall poster which lists car and light truck warranty statements in a prominent place in the dealership s new vehicle showroom NOTE The posters are made available to dealers by Ford e Show the warranty to the customer before the customer signs the buyer s order by Pointing out the warranty on the poster or Showing the buyer the coverage in the Warranty Guide e Give the customer the Warranty Guide at the time the new vehicle is delivered This booklet is supplied with each vehicle NOTE Customers purchasing Ford vehicles that have been modified altered or final stage manufactured by an entity other than Ford must be informed that the modified parts as well as Ford parts that fail because of the modification are not covered by either the Ford New Vehicle Limited Warranty or ESP ESC Not all modifications though will void the New Vehicle Limited Warranty or ESP ESC Coverage The Act also applies to parts and accessories for cars and light trucks Ford provides a warranty to dealers for parts and accessories sold to
115. warranty service adjustments normally limited to 12 months 12 000 miles coverage are covered up to 2 years 18 000 miles whichever occurs first See ADJUSTMENTS in this section for a complete listing of service adjustments by model year e When traveling outside the state of New York the retail customer must pay the servicing out of state dealership for repairs during the extended New York coverage period The customer may then request a refund for covered repairs from a New York state dealership e The revised warranty coverage applies only to vehicles sold or leased new and registered in the state of New York Vehicles originally eligible for New York coverage remain eligible if they are both resold and registered in the state of New York If the vehicle is subsequently sold or registered outside the state of New York the revised coverage no longer applies Vehicles sold outside New York that are drop shipped in New York for new lease are eligible if originally registered as a New York unit The dealer must e Verify that the vehicle is registered in the state of New York The vehicle must have a New York license plate e Verify that the vehicle was sold new in the state of New York The owner must have a copy of the new vehicle disclosure card Form CSE 7972 NYLL ora copy of the bill of sale showing that the vehicle was sold in the state of New York IMPORTANT Copies of the supporting documentation must be retained in the dealer
116. warranty claims have been accepted for payment by the Company The Parts Manager prints the daily PEARS register and FCS 700 return documents from FMCDealer com This register advises dealerships which warranty parts may be scrapped and which parts are required by Ford including the method by which the parts will be recalled FCS 700 Return Documents printed at the dealership or picked up by a Ford Regional Core Recovery Center RCRC October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 17 Zam WARRANTY amp POLICY MANUAL meee Parts Retention Hold ALL replaced warranty parts until disposition instructions are received on the PEARS Register including Original Equipment Manufacturer OEM warranty parts replaced with Ford remanufactured parts IMPORTANT LEGAL PARTS Parts from vehicles involved in accident or fire personal injury and or property damage MUST NOT be scrapped until authorized by the dealer s FCSD Regional Office For additional information see ACCIDENT CLAIM in Section 3 SPECIAL HANDLING PARTS Refer to the write up under Parts Retention for All Dealers ESP REPAIRS For ESP repairs parts must be held until prior approval is obtained when applicable ENGINE AND TRANSMISSION ASSEMBLIES Return per the instructions provided with the new engine transmission For No Cost assemblies failure to return the old assembly within 30 days will result in a chargeback of the claim for non return of
117. which are not Ford responsibility Misuse of Transportation Assistance Ineligible AWA claim submissions Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee Warranty Follow up Audit Step 5 Step 5 Warranty Follow Up Audits will be performed in those instances where FCSD determines that dealers do not resolve their warranty process performance problems after a warranty audit Additionally any audit involving identification of false or fraudulent practices will result in a mandatory follow up audit Warranty Audit Action Matrix In September 2000 Ford Motor Company announced revised actions that will be taken based on warranty audit findings The actions are effective for all warranty audits follow up audits or additional follow up audits with a start date after January 1 2001 regardless of the rationale for initiating the audit i e Warranty Counseling Process progression due to abnormal warranty performance review upgrade as described below required follow up audit due to false or fraudulent findings in a previous Company action Audit Action Matrix Company actions taken as a result of a warranty audit are based on the nature and severity of the audit findings and the audit step performed NOTE Ford Motor Company reserves the right to update action decision criteria modify actions taken and or add delete actions at any time Updates will be communicated to dealers vi
118. will be the dealership s responsibility The codes and corresponding explanations are included in the New Vehicle Receiving and Inspection Procedures Manual and on the following pages 2 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee NOTE The New Vehicle Receiving and Inspection Procedures Manual also includes procedures for receiving and inspecting vehicles and photographs of damaged areas with damage type code definitions Dealership personnel responsible for receipt and inspection must be familiar with this manual DAMAGE AREA CODES FIRST AND SECOND DIGITS 10 DOOR LEFT FRONT 34 END PANEL REAR 11 DOOR LEFT REAR 40 SPARE TIRE WHEEL 14 FENDER LEFT FRONT 43 BUMPER VALANCE FILLER REAR 15 QTR PANEL OR P U BOX L 45 TAIL LIGHT RIM 30 MIRROR OUTSIDE LEFT 47 TIRE WHEEL EXCEPT SPARE W 35 ROCKER PANEL LEFT 52 DECK LID TAIL GATE HATCHBACK m 38 RUNNING BD STEP LEFT T Lu 55 CARGO AREA OTHER o 70 PILLAR LEFT CENTER oc 57 WHEEL COVERS CAP RINGS Fm 72 PILLAR W SHIELD LEFT FRONT 61 BOX INTERIOR P U T TT 74 PILLAR LEFT REAR Lu 64 DEFLECTOR SPOILER REAR 75 CAB PANEL LEFT SIDE T am 77 CAB PANEL REAR T 78 QUARTER PANEL EXT L R 84 TOOLS JACK 82 FENDER REAR LEFT T 87 PANEL REAR COMPARTMENT 88 BLANK FRONT 92 LICENSE BRACKET 01 ANTENNA r 02 BATTERY 03 BUMPER COVER EXT FRONT a 37 ROOF O 05 BUMPER GUARD STRIP FRONT 41 FILLER ABOVE BUMPER
119. 0 7 10 Labor Operation Number and Scheduled Time This information can be found in the Ford Service Labor Time Standards Manual or other Company published documents such as TSBs Use the repair number column to assign labor operations to repair numbers Enter the labor operation number s If more than one operation is needed do not use duplicate numbers or numbers with overlapping operations operations with duplicate labor steps Complete labor operations must be used for combinations Do not use labor operation suffix alone Enter the labor hours listed for the operation in the Ford Service Labor Time Standards Manual If the operation is not listed enter actual time operations B MT NPF See Actual Time Labor Operations in Section 4 Actual time must be entered by dealer NOTE Refer to Section 1 Time Recording in this manual Enter the labor amount warranty labor rate multiplied by the hours Labor Amount The dealer labor rate multiplied by the scheduled time for the labor operation Miscellaneous Expense Entry Information Repair Number for Miscellaneous Expense Enter the same repair number that was assigned to the customer concern for which this miscellaneous cost applies You may use numbers or letters to indicate the order of your repairs Loaner Car Enter the number of days the loaner car was used and the daily rate for that car Multiply the number of days by the rate to get the amount
120. 00 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Coverage on Ford Mercury Cars and Light Trucks Bumper to Bumper Coverage on Lincoln Vehicles F eT eee Corrosion Perforation Unlimited Miles 7 3L Powerstroke Direct Injection 100 000 a ee ey Deductible 1 Diesel Engine Engine Code F los 7 3L D I Powerstroke Diesel Lincoln Vehicles Federal Emission Defect 2 5 Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs 4 Vehicles with a GVWR over 8 Certain Emissions Parts 4 ron Certain Emissions Parts 4 Emissions Parts 4 All a al Related Parts Safety Restraint Restraint Traction Battery e Electric Ranger 20 000 Miles Percent beyond 12 months or 10 000 miles Towing Roadside Assistance 3 __ Towing Roadside Assistance 3 __ Covered under all warranties See Section 6 for more detail Damage Maintenance Not Covered by Ford Tires 1 The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 7 3L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on t
121. 003 Zam WARRANTY amp POLICY MANUAL meee A Select Dealer may be issued a deferment if a technician has completed and passed all of the FMT self study and FordStar courses for a specialty but the required classroom course s is not currently available The dealership must have a course request entered in STARS for the required course s to be considered for this type of deferral If there is an STST curriculum change that will require additional technician training dealerships will be put on edit deferred status for a period of at least six months for the affected specialty Dealers will be notified of adjustments to their minimum number to be trained levels at the beginning of each year If your dealership s minimum number to be trained increases from the prior year and your current number of fully trained technicians falls below the new minimum number to be trained requirement the dealership will be put on edit deferred status for a period of three months NOTE For buy sell agreements The new dealer will be put on Edit Deferred status for twelve months from the date the new dealership s P amp A code is added to the Global On Line Dealer Database GOLDD For new dealer points Dealership shop competency targets will be calculated using an average repairing technician count multiplied by the specialty repair mix in each specialty repair category over a six month period from dealer appointment date in GOLDD Once th
122. 2 Refer to Section 1 for additional dealer responsibilities Review and sign all claims to be submitted to Ford for payment this responsibility may be delegated see Dealership Administration for details Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 m WARRANTY amp POLICY MANUAL ieee BASIC CLAIM PREPARATION This section deals with the format and preparation of the paper claim form If you are using your own in house repair forms or are on an electronic repair order system you will need to review the special preparation instructions in the ACES II User Manual Alternative repair order requirements are outlined at the end of this section e Form 1863 6125 2 is a handwritten form used for requesting Company payment for warranty program and service contract repairs performed by the dealer e Proper warranty repair order preparation requires a dedicated group effort on the part of your dealership Since one form will be filled out by several key employees it is important that everyone s contribution be readable accurate and complete This will assure a smooth transition between departments and easier processing at the end e The following requirements apply to the preparation of ALL warranty repair forms Hand print all portions clearly with a ball point pen A Customer Concern Code Condition Code service advisor D technician I D last 4 digits of SSN and causal part must be ente
123. 3 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS NON FORD PARTS NOTE Refer also to Selected Coverage Guidelines Components continued Installed by K Tec or Mod Center 3 39 Additional requirements are Only Carlite Glass is acceptable under warranty The non Ford part must meet the same standards as Ford parts Anon Ford part may NOT be installed on a new vehicle in dealer stock PAINT DEFECTS Does Basic vehicle coverage not include damage Normal paint deterioration due to exposure is not covered Paint and material allowance is based on the amounts listed in the Ford Service Labor Time Standards Manual NOTE Customers must report any pre existing chips scratches dents or dings within one week of the new vehicle delivery date Claims will not be accepted in ACES II beyond one month in service PRO RATA AND OWNER Some repairs are not reimbursed completely In these cases the PARTICIPATION dealer should charge the owner for the difference between repair ADJUSTMENTS cost and the amount received from Ford Compute the owner participation amount at the dealer s regular charge to Ford RADIATOR CLEANING Reimbursable at predelivery only REMANUFACTURED The following Company remanufactured parts may be PARTS used for warranty After Warranty Assistance ESC and other program repairs paid by Ford after new vehicle delivery See
124. 3 390 4870 Handles dealer inquiries concerning ESC contracts with Ford Heavy Trucks 800 782 8627 Dealers requiring prior approval for ESP repairs call for commitment Also provides information on covered parts contract restrictions assistance with and interpretation of rejected ESP and QFC claims 800 321 7790 Administers inspection of selected ESP and used ESC vehicle repairs 800 321 7790 For inquiries from Dealers Regions Customers 800 331 3286 Handle inquiries regarding North American built vehicles for shipment out of the U S except Mexico and select territories 313 594 4857 Fleet and rental program information vehicle specifications ordering scheduling shipping tracing government sales 800 343 5338 313 446 3394 FAX Hotline to expedite parts offer technical assistance and act as liaison between the fleet account and the dealership 800 343 5338 Provides general heavy truck administrative assistance e g parts expediting warranty clarification Acts as a liaison between fleet account and dealership 800 782 8627 Supplies radios to dealers distributors Handle program inquiries 800 523 6520 Teleservicing Directory 800 367 3333 Warranty Service Assistance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 9 m WARRANTY amp POLICY MANUAL meee Ford Auto Club Customer Ford Auto Club Dealer Ford Credit Customer Service Center Ford
125. 3 58 Exhaust Walker Exhaust SDS Program 3 117 Extended Coverage Programs 600 and Higher Series Trucks 3 80 Extended Service Contract ESC 600 and Higher Series Trucks 3 80 Extended Service Plans 3 130 F False or Fraudulent Claims Practices 8 9 Filing Systems See Customer Service Files 1 10 Fire Claim See Accident or Fire Claim 3 14 Fleet Extended Coverage Programs ESC Work Ready Fleets 3 80 Fluids amp Fluid Usage Guidelines Cars and Light Trucks 3 29 600 and Higher Series Trucks 3 69 Shortages at the time of Predelivery Pseudo Part Numbers 5 10 Flywheel and Housing See Powertrain Components 3 58 Ford Authorized Remanufactured Parts Reimbursement 5 10 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 9 m WARRANTY amp POLICY MANUAL meee Section and Page Ford Remanufactured Parts Assemblies Core Procedure for a Damaged FAR Core Part Requirements for ESP Service Part Coverage Engine Transmission Ford Power Products Cars and Light Trucks 600 and Higher Series Trucks Ford Remanufactured Assemblies Forms Warranty Administration Dealer Request for Consumer Affairs Review ESP Competitive Make Prior Approval Worksheet In Transit Mileage Accumulation FCS 900 Notification of Delayed Delivery Date Service Advisor Checklist ESP Prior Approval Vehicle Warranty Status Change Request Form 1863 6125 2 Basic Preparation Filing Copies of the Repair Set Labor and Coding Ent
126. 5 Zam WARRANTY amp POLICY MANUAL meee DEALER SELF APPROVAL GUIDELINES Ford Motor Company provides dealerships the authority to administer three self approval privileges e Actual time e NPF No Problem Found e Repeat Repairs Benefits These privileges benefit both the dealer and Ford Motor Company by helping to e Improve customer satisfaction by providing the dealership the tools necessary to fix the vehicle right the first time e Reduce shop comebacks e Improve evaluation of standard labor operations through more accurate reporting e Reduce administrative workload and accelerated payment of warranty claims because FCSD Regional Representative approval is not necessary in most instances NOTE Specific claiming procedures for each of the dealer self approval privileges are provided in the ACES II User Manual Actual Time Usage Guidelines An actual time labor operation is used only when e there is no published labor operation in the Ford Service Labor Time Standards e in highly unusual repair situations when actual time is required to complete the repair e g repairing broken bolts nuts or fasteners that require the use of a torch drilling or tapping The actual time labor operations are e B body repair time e MT Labor operation not published a published labor operation requires additional time due to unusual circumstances or abnormal diagnosis time e NPF No Problem Found repair
127. 7 12 7 93 1 QT 4 293 FORD POWER When authorized by Ford Power Products 1 800 521 0370 PRODUCTS dealerships may perform warranty repairs to Ford Power Products Mail claims to Power Products Division Suite 300 28333 Telegraph Southfield MI 48034 NOTE Ford parts engines transmissions etc installed in motor homes or other modified vehicles are covered by the Ford new vehicle warranty only when the vehicles have Ford VINs Ford parts installed as original equipment in vehicles having non Ford VINs i e Gillig Spartan Oshkosh LaForza John Deere Coachmen are normally warranted by the chassis manufacturer Inquiries on these Ford parts should be directed to Power Products Division 1 800 521 0370 FORD The following Ford remanufactured parts may be used for New REMANUFACTURED Vehicle Warranty ESP AWA Service Part Warranty and other PARTS program repairs paid by Ford AFTER new vehicle delivery Ford remanufactured assemblies should NEVER be used to repair UNSOLD vehicles When a new part is required for an unsold in stock vehicle in which the service part exists only as remanufactured refer to the policy in Section 1 titled Ordering New l Parts for Unsold In Stock Vehicles continued 3 30 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS FORD OBTAINED FROM THE FORD PAR
128. 826 4694 Car amp Lt Truck amp Heavy Truck Handle inquiries regarding administration claim processing eligibility etc For FRCS LMCRS call Marketing Programs Center BAC 800 336 0798 Early Warning questions please email 1Tread Ford com Process orders for replacement vehicle emission control decals Dealers can obtain a label request form at the Field Service Action page on FMCDealer com or call 1 734 374 8316 to obtain the form Fax the completed form to the phone number shown on the request form For Parts Replacement call 800 FORD KEY 3673 539 To order VIN Interpretation Guide 800 635 2510 800 367 3333 Provides assistance on proper preparation correction amp submission of warranty claims for payment 800 423 8851 Dealers only 9 15 m WARRANTY amp POLICY MANUAL meen Warranty Claims Payment Ford Customer Service Division Payment amp Administration Dept P O Box 1597 Dearborn MI 48121 Warranty Forms Manuals To order various warranty forms complete and mail warranty order form see pgs 9 29 30 Warranty Parts Return Center Handle warranty parts return inquiries Includes chargeback inquiries for part not returned Mail copy of Dealer Register and shipping receipt to Warranty Parts Return Center 15090 Commerce Drive North Dearborn Michigan 48120 1 800 416 9772 Inquiries Worldwide Diagnostic System 1 877 722 8336 Hardware Hotline For software concerns please contact the
129. 998 35 day 1999 2004 NOTE At the dealership s discretion an ESP customer with a Ford or Mercury vehicle may be provided a loaner vehicle under the provisions of the Transportation Assistance Program TAP once the customer has exhausted the rental benefits provided by their ESP plan coverage This also applies to Lincoln vehicles outside of the first five days provided by the Lincoln Commitment Program October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 135 Zam WARRANTY amp POLICY MANUAL meee An ESP loaner day however cannot be claimed in conjunction with a TAP day e TOWING CHARGES to the repairing dealership are covered to the following limits if a covered part fails and towing charges are not paid by warranty or other insurance Not available in Hawaii prior to 2002 plan year 1996 1999 Plans maximum 50 reimbursement except UVLW Max Powertrain and FAR which are not eligible 2000 2004 Plans maximum 100 reimbursement benefit provided by Roadside Assistance except Ford Remanufactured which is not eligible e CUSTOMER REIMBURSEMENTS should be processed immediately for owners who request them for emergency ESP repairs performed by other than the selling dealership as defined in the ESP Program Manual Prepare a claim attach the refund invoice and retain in the customer s service file Enter the repair into ACES Il e CLAIM PREPARATION for ESP is the same as for warran
130. ARRANTY amp POLICY MANUAL meen SECTION 5 REIMBURSEMENT POLICIES LABOR REIMBURSEMENT POLICIES ACCESS TIME ACTUAL TIME USAGE REQUIREMENTS October 2003 Actual time taken to remove a Ford or non Ford part including body conversions such as motor homes in order to perform a warranty repair reimbursable When a vehicle has been sublet to an outside shop and a Ford or non Ford part must be removed to perform a warranty repair the following steps must be followed e When possible the dealership should remove the component and clock the time to be added to the repair as actual time e f dealership removal of the component is not possible the outside shop must provide detailed comments regarding the time required to remove the Ford or non Ford part The outside shop must list actual time separately and payment is based on actual cost if the cost is reasonable An actual time labor operation is used only when there is no published labor operation in the Ford Service Labor Time Standards or for highly unusual repair situations when additional time is required to complete the repair A full description of the need for the actual time operation must be listed on the form and the request must be reasonable Actual time labor operations to be used are as follows B for body repair time MT for labor operation not published or a published labor operation requires additional time due to unusual circumstances
131. Airborne Material Environmental Fallout Cars and Light Trucks 3 17 600 and Higher Series Trucks 3 62 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 1 Zam WARRANTY amp POLICY MANUAL meee Section and Page Air Compressor Air Conditioning Cars and Light Trucks 600 and Higher Series Trucks Service Parts Warranty Statements Alarm System Vehicle Security System Dealer Installed Alignment Wheel See Wheel Alignment Cars and Light Trucks 600 and Higher Series Trucks Allowance Parts See Parts Reimbursement Alterations or Modification Ambulance Antennas Antifreeze See Fluids Cars and Light Trucks 600 and Higher Series Trucks Appeal of Parts Return Chargebacks Appeals Procedure Assemblies Also See Replacement or Repair Policy Company Supplied No Charge Priced Ford remanufactured Assembly Plants Audio Systems Cars and Light Trucks 600 and Higher Series Trucks Audit Warranty Authorization Repairs Requiring Prior Approval Regional Dealer Principal Owner Operator GM AWA See After Warranty Assistance Index 2 Ford Motor Company Ford Motor Vehicle Assurance Company 3 62 3 16 3 62 3 116 3 117 3 51 3 79 5 12 3 17 3 18 3 29 3 69 1 24 5 15 3 18 5 8 3 18 9 4 3 18 3 63 8 8 a ee ae oo 4 10 October 2003 Zam WARRANTY amp POLICY MANUAL meen Section and Page Balancing Wheel See Wheel Balancing Cars and L
132. BXL amp BUC series and published Cost per Month for commercial BH series batteries Retail Customer Purchased Motorcraft Batteries Type B WARRANTY COVERAGES This warranty applies to all batteries sold from May 1 2000 through May 31 2002 Warranty coverage periods for this type are Warranty Periods Battery Type Non Commercial Commercial Gratis Period Labor Towing BXT Silver Series 96 months 48 months 36 months Yes es BXL Heavy Duty 84 months 42 months 18 months Yi BUC A1 Power 40 months 20 months 12 months Yes BH Commercial Various coverages see Price List for information Batteries replaced under the Gratis no cost to customer portion of the warranty must have the original date of purchase noted on the replacement paperwork Until the customer pays a Pro rata amount for a replacement battery the warranty is measured from the original date of purchase 3 Labor and Towing if needed are covered on Service Installed batteries only 3 102 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Retail Customer Purchased Motorcraft Batteries Type A cont REQUIRED DOCUMENTATION e Non Commercial Service Original dated repair order warranty sticker e Commercial Fleet Service Installation date warranty sticker NOTE The warranty sticker tag on this battery is NOT removed by the Dealer or owner of the battery It is t
133. Bumper to Bumper warranty for 3 years or 36 000 miles whichever occurs first for 2001 2003 Lincoln vehicles Bumper to Bumper Coverage Wiper blade replacement is considered to be normal wear beyond 12 months in service SMONGL LHOIT 8 SYV October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 51 CARS amp LIGHT TRUCKS m WARRANTY amp POLICY MANUAL meee 3 52 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 600 amp HIGHER SERIES TRUCK COVERAGES Warranty Coverage Summary Charts The warranty coverage for 1995 2002 model 600 and higher series trucks is summarized in chart form in this section The summary charts are organized by model year and provide time and mileage limits for Basic coverage A C Heater System Radio Engine Gas and Diesel coverage Drivetrain coverage Emissions Defect coverage Noise Emissions Frame Corrosion Perforation Cab Structure Battery Ford Note that the 600 and higher series truck charts do not include Emissions Control Systems Performance Warranty information The Emissions Control System Performance Warranty does not apply to 600 and higher series trucks The Emissions Control System Defect Warranty is limited to trucks with Ford engines Refer to Emissions Warranty Coverage in this section Emissions warranty for trucks with non Ford engines is provid
134. CES Il except for THINK Neighbor and Ford Electric Ranger claims must have battery codes generated from the Rotunda Micro 490 Tester Dealers are required to use the tester for diagnosis prior to all battery warranty repairs For all batteries which prove to be defective the tester will generate a unique ACES II approval code and an engineering defect code Both codes will be required for ACES II warranty claim submissions including AWA and Service Parts Warranty but not for ESP claims BRAKE LININGS Ford and Mercury Vehicles e 2004 and Newer Models Normal Wear and Factory Defect Coverage for brake pad lining replacements is 12 months 18 000 miles whichever occurs first even if caused by normal wear No coverage beyond 12 18 e 2003 and Earlier Models Maintenance Replacement of worn brake pads linings is a maintenance service and is not reimbursable Factory Defect Coverage for brake pads linings replacement is 3 years 36 000 miles whichever occurs first for defect only Lincoln Vehicles e 2004 and Newer Models Maintenance No coverage Factory Defect Coverage for brake pad lining replacements is 4 years 50 000 miles whichever occurs first 2001 thru 2003 Models Maintenance Under Lincoln Commitment coverage is 3 years 36 000 miles whichever occurs first Factory Defect Coverage for brake pad lining replacements is 4 years 50 000 miles whichever occurs first BRAKE ROTOR Dealers are
135. CLUTCH ADJUSTMENT Reimbursable at predelivery only STEERING WHEEL ADJUSTMENT When special bodies are added to incomplete vehicles i e chassis cabs wheel adjustments are not reimbursable under warranty NOTE Adjustments needed because special equipment Such as a snow plow has been installed are not covered TIGHTENING NUTS BOLTS AND FITTINGS Predelivery responsibility not reimbursable TRANSMISSION LINKAGE ADJUSTMENT Reimbursable at predelivery only SMONGL SAlWAS GAHSIH 009 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 61 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS AIR COMPRESSOR Basic vehicle coverage Reimbursement for Bendix Air Brake Compressors is paid by Ford a local Bendix distributor or a Ford dealer participating in the Bendix Air Brake SDS Program NOTE When the dealership elects to submit claims to Ford reimbursement is based on the outright purchase price plus applicable parts allowance and labor The compressor core must be held for recall by Ford AIR CONDITIONING Reimbursable for 12 months unlimited miles 1999 and prior COMPONENTS Including model years refrigerant Reimbursable for 2 years unlimited miles 2000 2002 model F 650 F 750 IMPORTANT UL approved recovery recycling equipment must be used when performing warranty service on air conditio
136. COVERAGES 12 2 3 4 5 LIFE OF Coverage expires when either time or MONTHS YEARS YEARS YEARS YEARS TRUCK mileage limit is reached UNLIMITED MILES EXCEPT AS INDICATED BELOW Basic e All Series Except 9500 e Louisville 9500 50 000 Miles On Off Highway e Aeromax 9500 and Louisville 9500 100 000 Miles On Highway Factory Installed Air Conditioner Heater System Ford Radios or Radio Tape Components e All Series Engines e Gas including Propane F 700 e Diesel Drivetrain Axles Driveshaft Transmission e Gas F 700 e Diesel F800 900 8500 B800 9500 Series Emissions Defect e Gas Noise Emissions e Louisville and Aeromax Series es F and B Series Cab Structure rs ee e Louisville and Aeromax Series e F Series B Series Cowl Structure only Ford Battery e All Series Except 9500 Series 9500 Series Months 9 13 14 18 19 24 Miles Unlimited Ford Pays 100 80 60 40 20 Allison Transmissions Non Ford Batteries Not Covered by Ford and Diesel Engines Damage Maintenance and Tires Owner pays 50 of parts and labor beginning with 13th month 3 56 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 600 and Higher Series Trucks 1997 MODEL 600 AND HIGHER SERIES TRUCKS WARRANTY SUMMARY CHART COVERAGES 12 2 3 4 5 LIFE OF Coverage expires when either time or MONTHS YEARS YEARS YEARS YEARS TRUCK mileage
137. Company October 2003 Zam WARRANTY amp POLICY MANUAL meee DEALER AND SERVICE SUPERVISION RESPONSIBILITIES Dealer Responsibilities The dealer is required to administer warranty and policy repair service in accordance with the provisions of the Sales and Service Agreement the Company s Warranty Statements and this Manual The dealer is responsible for carrying out the inspections and adjustments outlined in the Predelivery Service Record checksheet These include inspection storage and high quality predelivery of new vehicles The dealer is responsible for reporting vehicle sales including demonstrators Warranty start dates must be reported accurately If deliveries are delayed and the warranty start date is affected the Company must be notified See Delivery Guidelines Section 2 IMPORTANT The warranty on a vehicle starts on the day a vehicle is delivered to the first retail purchaser or first put into service Examples of first use is a demonstrator or a Ford Company service vehicle The dealer is responsible for explaining the warranty to the owner at the time of sale so that the owner understands what services must be paid for and what services are covered by warranty Use the Warranty Guide and the Owner Guide Have the new owner sign and date the Delivery Checklist Retain this document in the Customer Service File The dealer must provide warranty service to owners with vehicles under warranty regardle
138. DDITIONAL ACTIONS AUDITS WITH FALSE OR FRAUDULENT FINDINGS First Time False or Fraudulent High F F Percent High F F Percent F F Findings Low Total Percent of Scope 5 1 2 3 5 8 1 2 3 4 5 6 8 4 9 1 2 3 8 1 2 3 5 8 Low F F Percent Low F F Percent High Total Percent Low Total Percent 9 9 10 High Total Percent Total Findings as of Scope Second Time False or Fraudulent High F F Percent High F F Percent F F Findings Low Total Percent of Scope 2 1 2 3 4 6 8 1 2 3 4 6 8 1 9 1 2 3 7 8 1 2 3 4 6 8 Low F F Percent Low F F Percent 0 5 Low Total Percent 1 0 4 9 5 High Total Percent High Total Percent Total Findings as of Scope Third and Subsequent False or Fraudulent High F F Percent High F F Percent F F Findings Low Total Percent High Total Percent of Scope 1 5 1 2 3 4 6 8 1 2 3 4 6 8 1 4 1 2 3 4 6 8 1 2 3 4 6 8 Low F F Percent Low F F Percent 0 5 Low Total Percent 1 0 1 9 2 High Total Percent Total Findings as of Scope Less than 0 5 for false or fraudulent findings and 1 0 for total findings implement actions 1 2 3 only T ess than 0 5 for false or fraudulent findings and 1 0 for total findings implement actions 1 2 3 4 only WARRANTY AUDIT ACTION MATRIX Key Actions 1 Business Counseling Meeting with facing FCSD and Vehicle Sales Regional Manager s 2 The Dealer must personally sign all warranty claims
139. Diese a ee ee ee Drivetrain Axles Driveshaft Transmission 8 8 8 Jo eT ae Emissions Federal Ford Diesel Engine 100 000 miles a Emissions California Ford Diesel Engine es 1 00 000 miles i 4x r rame es pf Noise Emissions Allison Transmissions Caterpillar and Cummins Diesel Engines Non Ford components Damage Tires Maintenance and Wear items are not Warranted by Ford Motor Company 3 54 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee F 800 Series Trucks 1999 MODEL F 800 SERIES TRUCKS WARRANTY SUMMARY CHART COVERAGES 12 2 3 4 5 LIFE OF Coverage expires when either time or MONTHS YEARS YEARS YEARS YEARS TRUCK mileage limit is reached UNLIMITED MILES EXCEPT AS INDICATED BELOW Basic A A E Warranted by Engine Manufacturer Not Ford Motor Company Drivetrain Axles Driveshaft Transmission LL Emissione Deieei Warranted by Engine Manufacturer Not Ford Motor Company Noise Emissions s Frame Corrosion Perforation Cab Structure Allison Transmissions Non Ford Batteries Damage Maintenance and Tires are not Warranted by Ford Motor Company c a October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company SMONGL SAIGAS YAHSIH 009 Zam WARRANTY amp POLICY MANUAL meee 700 and Higher Series Trucks 1998 MODEL 700 AND HIGHER SERIES TRUCKS WARRANTY SUMMARY CHART
140. E TO STATE October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 115 LdVd FDIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee Unique Service Parts and Accessories Warranty Coverages The following parts and accessories have different parts labor parts allowance or time mileage coverage than normally applies to the 12 month 12 000 mile 12 month unlimited miles service part and accessory warranty The coverage which applies for these parts is the unique service part coverage listed or the applicable New Vehicle Limited Warranty whichever is greater IMPORTANT Warranty claims for parts and accessories listed under Unique Service Parts and Accessories must have the appropriate Service Parts Program Code and the Service Installed Parts data entered in the appropriate boxes on the claims and the data must be submitted to the Company via DWE ACES II 3 116 600 and Higher Series Truck Parts and Accessories 12 months unlimited miles This coverage also applies to parts and accessories used for repairs in competitive make trucks Air Conditioning System Complete New Ford System Includes Thermostatic Fan Dealer Installed or Dealer Authorized Sublet Installed 12 months 36 000 miles Parts Parts Allowance and Labor Over the Counter 12 months 36 000 miles Parts and Parts Allowance only Retrofit Kit 12 months 12 000 miles R 12 to R134a conversion Retrofit Kit 12 months un
141. ERS Bumper to Bumper Coverage Seat Upholstery Covers only defective materials and workmanship Customers must report any pre existing cuts punctures indentions scratches and scuffs within 7 days of the new vehicle delivery date on a service repair order to be eligible for warranty reimbursement Customers are expected to maintain the seat upholstery according to the instructions in the vehicle s Owner Guide Not Covered e Damage burns soil marks cuts scratches scuffs tears or punctures by foreign objects that occur after new vehicle delivery Leather vinyl normal deterioration and wear Example is leather which develops character lines wrinkles Leather natural markings scars less than 3mm in width and 100mm in length Cloth normal deterioration and wear Example is minimal nap crush Dye transfer from customer clothing to seating surface Damage due to chemicals solvents or use of non Ford approved cleaners See Owners Guide for recommended cleaners Replacement of multiple seat trim covers when only one was replaced under warranty Example is driver cushion cover replaced for warrantable item and the driver seat back cover was requested to be replaced to match the new appearance of the cushion cover Covered Ddefective Materials and Workmanship Examples Split seams caused by material tears loose thread tension broken thread elongated needle holes Leather russet visible sub surface leather when topcoat is
142. Electronics and Refrigeration Corp Ford Power Products Fordstar Administrative Help Desk Forms Ordering 9 10 Ford Motor Company Ford Motor Vehicle Assurance Company Handles customer enrollments provides membership forms brochures roadside assistance trip routing and claims processing for Ford Auto Club members 800 348 5220 Provides dealerships with administrative assistance relating to billing etc for the Ford Auto Club Not a customer assistance number 972 653 9108 Assist retail customers and dealerships with payoff quotations customer account maintenance and branch referrals 800 727 7000 FERCO 2750 Morris Road Worchester PA 19490 Attn Dock C Direct Dealer Dept To obtain authorization to perform warranty repairs call 1 800 521 0370 Mail claims to Power Products Division Suite 300 28333 Telegraph Southfield MI 48034 Provide assistance with Fordstar Satellite technical and equipment concerns 800 790 4357 Numbers to order Company Forms 734 713 3446 FCS 900 Form Notification of delayed delivery in transit mileage accumulation 800 356 0792 FCS 8601 Transmission Diagnostic Sheet 734 713 3446 FCS 8571 97 Customer Concern Code 734 713 3446 FCS 8572 97 Condition Code 313 865 5000 Service Publications for Ford shop manuals D I Y Scheduled Maintenance Guide Specifications booklets troubleshooting manuals wiring diagrams owner guides NOTE A number of
143. Emergency Repairs in this Section COMPANY REMANUFACTURED PARTS Company Remanufactured Parts Obtained From Ford Ford remanufactured Anti Skid Valve Ford remanufactured Ford Diesel Engine 6 6L and 7 8L Ford remanufactured Cylinder Heads Crankshaft Kits Water Pump Turbocharger Oil Pump and Oil Cooler Core for Ford Diesel Engine 6 6L and 7 8L Ford remanufactured Ford Diesel Engine Fuel Injector Pump 6 6L and 7 8L Company Remanufactured Parts Obtained From the Ford Authorized Distributor Ford remanufactured Clutch Disc and Pressure Plate October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 73 SMONGL SAlWAS GAHSIH 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS REMANUFACTURED PARTS continued REPLACEMENT OR REPAIR POLICY Complete Assemblies FORD AUTHORIZED REMANUFACTURED PARTS Parts for Emergency Repairs see Emergency Repairs in this Section Parts for After Warranty Assistance and ESC repairs Parts not available from the Ford PDC IMPORTANT FAR assemblies used in warranty After Warranty Assistance ESC and other program repairs paid by Ford that subsequently fail are to be claimed from the FAR using the FAR Warranty and the FAR Lifetime Parts Guarantee Coverage reimbursement table shown in this section Refer to Emergency Repairs in this Section for additi
144. Extended Service Plan Program Manual provides complete ESP information It is available as noted above e Use the OASIS system to verify vehicle s ESP eligibility and component coverage e ESP staffs a Registrations Hotline to support dealership Regional office personnel Inquiries regarding contract registrations or cancellations should be directed to 1 800 521 4144 ESP Authorization Requirements Repairs Requiring Prior Approval New and Used Contracts Dealers are required to obtain ESP prior approval for individual repairs according to the dealership s Prior Approval Level Failure to obtain this approval will result in the claim being rejected upon submission Prior Approval is for each individual repair over the dealership s Prior Approval Level NEW REQUIREMENT Effective April 1 2003 all dealers excluding Reduced Warranty Requirement Dealers are required to obtain prior approval for the following ESP claims e Used vehicle ESP claims over 500 when the claim date is less than 60 days from the ESP contract start date e ESP loaner coverage on all plans requiring over 5 days of loaner 3 130 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen DEALER S PRIOR APPROVAL LEVEL IS 500 e If a customer has two distinct repairs estimated to cost 300 and 800 each for parts and labor only the 800 repair requires prior approval e If both repairs were 400 each n
145. Ford does not encourage this practice if there is no other way to satisfy the owner a dealership may elect to furnish the parts to the owner after determining the concern is a warrantable condition The dealership is responsible for any subsequent repairs caused by Incorrect diagnosis Improper installation or Damage to the supplied or related parts Consequently situations requiring labor intensive or technically advanced repairs should be considered carefully The Parts Only claim with a complete explanation in the comments area should be submitted via DWE ACES II All administrative requirements apply as applicable including retaining the defective parts to meet the parts retention and return requirements POWERTRAIN Powertrain Exchanges EXCHANGE ALLOWANCES e Ford new and remanufactured exchange engines and transmissions which are catalogued and priced and no cost diesel engines should be claimed at the net amount For new Ford remanufactured and no cost diesel engines a fixed handling allowance is paid These assemblies are not eligible for the normal parts mark up unless otherwise notified by the Company Refer to the Powertrain Reference Guide for handling allowance amounts e For parts or assemblies supplied on a no charge basis the company pays a fixed handling allowance Refer to the Powertrain Reference Guide for specific information October 2003 Ford Motor Company Ford Motor Vehicle Assurance
146. GENCY REPAIRS NON VISITING AND VISITING OWNER continued ENGINES Supporting Document Requirements A printout of the applicable DOES II screen must be retained in the customer service file for one year following Company notification of payment An explanation of the reason for using the Motorcraft Ford remanufactured or non Ford part must be entered in DWE ACES II The outside parts purchase invoice must be retained with the claim for one year following Company notification of payment Reimbursement When the Actual Cost of the outside part OSP or locally purchased Ford part is GREATER than the equivalent Ford part Dealer Price the part price difference PRDIFF is reimbursable if the repair qualifies as an emergency repair based on the guidelines noted above The price difference is reimbursable at actual cost There is no parts allowance markup on the price difference PRDIFF amount Gas and Ford Diesel Engine coverage 1998 1999 Models e Non Ford Diesel engines are warranted by engine manufacturer Ford Diesel not offered during 1998 1999 Model Years e 1998 F 700 Series Trucks Ford Gas Engines are covered for 2 years unlimited miles Owner pays 50 of parts and labor beginning with the 13th month 2000 2002 Model F 650 F 750 e Ford Diesel engines are covered for 2 years unlimited miles e Non Ford Diesel Caterpillar Cummins amp Detroit NOT WARRANTED BY FORD Refer to manufacturers wa
147. GVWR over 8 500 los 7 3L D I Powerstroke Diesel and 6 0L Diesel Engine Lincoln Vehicles Certain Emissions Parts 4 Federal Emissions Performance 2 e All Emissions Related Parts e Certain Emissions Parts 4 Safety Restraint e Ford Mercury Lincoln Battery e Other Ford Mercury a a Towing Roadside Assistance 3 __ Assistance 3 Covered under all warranties See Section 6 for more details Damage Maintenance Not covered by Ford The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 6 0L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on the Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty coverage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to Bumper Warranty Coverage 4 Passenger cars and light duty trucks are eligible for 8 80 coverage Vehicles with a GVWR over 8 500 Ibs are not eligible for 8 80 coverage Covers catalytic converters including heat shields compuvalve electronic emissions control unit PCM onboard emissions diagnostic device and vehicle communication link VCL module 5 Windshield replacement coverag
148. Gord Motor Ge Ford Motor Vehicle Assurance Company Warranty and Policy Manual EDITION October 2003 Form No FCS 7755 m WARRANTY amp POLICY MANUAL meee Warranty amp Policy Manual Table of Contents Introduction Page Number Section 1 Dealership Administration e Responsibility Overview 1 1 e Dealer amp Service Supervision Responsibilities 1 7 e Warranty Record Responsibilities 1 10 e Warranty Parts Retention amp Return Procedures amp Responsibilities 1 17 e Service Technician Specialty Training Standards ACES II Edits 1 25 e Sublet Invoice Requirements 1 28 Section 2 Carrier Drop Off through Delivery to Customer e Carrier Drop Off Inspection 2 1 e In Transit Damage Loss and Damage Repairs 2 12 e Misbuilt Misinvoiced Vehicles 2 20 e Storage of New Vehicles 2 23 e Pre delivery Delivery to Customer 2 25 Section 3 Warranty Coverages e Coverage Summary Introduction 3 1 e Ford Lincoln Mercury and THINK Car amp Light Truck Coverage 3 e 600 amp Higher Series Truck Coverage 3 53 e Federal Emissions Coverage 3 81 e California Emissions Coverage 3 85 e Battery Coverage 3 93 e Service Part Warranty Coverage 3 109 e Warranty Cancellation Branded Title 3 127 e Service Contracts ESP Plans Superseal etc 3 130 e Ford Remanufactured Parts Coverage Usage Requirements 3 139 e Governmental Coverage Regulations amp Legal Procedures lemon law RAV taxes 3 141 Section 4 Recalls Dealer Self Approv
149. ICY MANUAL meee Mass Air Flow Sensor Cores 12B579 Mass Air Flow Sensor 12B579 cores should be returned to Hitachi Core Receiving Facility 475 Alaska Ave Torrance CA 90503 All cores returned under this program must be undamaged genuine Ford MAFs and cannot be previously rebuilt opened or removed from the housing Proper handling procedures must be followed when preparing MAFs for return core credit will appear on the dealership s parts statement Appeal of Debits Chargebacks Requests for appeals of chargebacks must be made in writing or via e mail to the WPRC within 120 days from the date the chargeback notification was received Appeals greater than 120 days old require FCSD Regional Sales Office approval to submit to the WPRC When submitting the request by mail or e mail be sure to include e the dealership P amp A code e the repair order number if request is e mailed or a copy of the daily PEARS register showing the notification of the debit if request is mailed e the reason claim is being appealed P66 Parts Not Returned Chargebacks For claims that have been charged back with a code of P66 parts not returned dealerships can submit appeals via mail e mail or Web Based Appeal Evaluation on FMCDealer com See ACES II manual for detailed web based appeal submission instructions Claim submissions must include the following e the dealership P amp A code e the repair order number if request is e mailed
150. IN TRANSIT DAMAGE LOSS amp DAMAGE REPAIRS cont d e Vehicle Loss amp Damage Claim Repairs Reimbursement Submitting Loss and Damage Claims Submitting Intent Claims Repair Verification by Carrier Delayed Denied Loss amp Damage Claim Payment Supporting Documents Retention Requirements e Parts Disposition of Salvage Parts Carrier Pickup of Parts Shipping Salvage Parts to Carrier No Carrier Instructions or Instructions to Scrap MISBUILT MISINVOICED VEHICLES e Misbuilt Vehicles Definition Responsibility Misbuilt Procedure Cars and Light Truck Misbuilt Procedures 600 amp Higher Series Trucks Correcting Misbuilt Conditions e Misinvoiced Vehicles STORAGE OF NEW VEHICLES e Guidelines e New Vehicles Damaged in Dealer Stock Before Delivery PRE DELIVERY DELIVERY TO CUSTOMER e Pre Delivery Delivery Guidelines e New Vehicles Delivered by Other Than Selling Dealer e Delivery Guidelines Normal Deliveries Delayed Deliveries e Warranty Start Date Errors or Omissions e Direct Deliveries by the Company e In Transit Mileage Accumulation Ford Motor Company Ford Motor Vehicle Assurance Company PAGE NUMBER 2 15 2 15 2 16 2 17 2 18 2 18 2 18 2019 2 19 29 2 19 2 20 2 20 2 20 2 20 2 21 2 21 2 22 2 23 2 23 2 25 2 26 2 26 2 26 2 26 2 2 2 28 2 28 October 2003 Zam WARRANTY amp POLICY MANUAL meee SECTION 2 CARRIER DROP OFF THROUGH DELIVERY TO CUS
151. ITNESS IS LIMITED TO THE DURATION OF THIS WRITTEN LIMITED WARRANTY October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 125 LdVd FDIAGAS SERVICE PART m WARRANTY amp POLICY MANUAL meee 3 126 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee WARRANTY CANCELLATION BRANDED TITLE Warranty Cancellation Summary New Vehicles including non title Branded vehicles The Company will cancel the New Vehicle Limited Warranty in part or in total but not the emissions control systems warranties on damaged new vehicles which cannot be repaired and sold as new units These include vehicles damaged because of an accident or a natural disaster The OASIS cancellation message will read All Warranties Canceled Regional Request Contact your Customer Service Manager or Commercial Vehicle Operations Field Manager for more information Elements of the warranty may also be canceled on engine powertrain and paint and sheet metal due to abuse misuse or neglect If you encounter any of these situations provide a copy of the completed Vehicle Warranty Status Change Request Form to your Customer Service Manager or Commercial Vehicle Operations Field Manager The OASIS message will also reflect a Regional cancellation Request Title Branded Vehicles The Company will cancel the New Vehicle Limited Warranty on any vehicle that has ever been labeled or brand
152. Identification Form FCS 8602 required when applicable for all Ford Remanufactured engines and transmissions Engine Diagnostic Results Sheets required when Ford remanufactured engines are used in Ford paid repairs Diesel Engine performance chart DOES II screen printout to support parts back orders or repair delays Ford Auto Club towing claim forms dealer copy and requests for tow reimbursement Form FCS 900 and supporting documents Notification of delayed delivery date or in transit mileage accumulation October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 11 Zam WARRANTY amp POLICY MANUAL meee Form 1863 6125 2 copies standard or alternative Warranty claim form Form 3715 copies Loss and Damage claim form Form 8240 ESP Application and ESP Inspection Check sheet Form 8376 Authorization to Submit Claim when issued for a repair under a Concern Definition Program Invoices original of OSP OSL tow bills and transportation charge receipts carlite glass documentation plus record of payment Internal dealership repair orders Maintenance service repair orders copy Motorcraft Battery warranty tear off tag is required for all batteries shipped before October 1 1995 Attach to file copy of Form 1863 6125 2 New vehicle factory invoices OASIS printout for each repair visit Owner refund repair invoice and Customer paid repair orders
153. KES AND GVWR VIN CHECK DIGIT TRUCK SEQUENTIAL NUMBER SERIES TYPE MODEL YEAR OTHER INFORMATION ORDERING DISTRICT TYPE SERIES 16 FRONT AXLE LIMITED SLIP F SERIES October 2003 PAINT BODY PAINT ACCENT GROSS VEHICLE WEIGHT BODY F SERIES AXLE AUX AXLE HEAVY TRUCK TRANSMISSION NOTE REFER TO APPLICABLE PRE DELIVERY MANUAL FOR DETAILED INFORMATION Ford Motor Company Ford Motor Vehicle Assurance Company 9 19 Zam WARRANTY amp POLICY MANUAL meen 2004 MODEL YEAR VIN CODING CHART POSITIONS CATEGORY 1 2 3 EXPLANATION VIN WORLD MANUFACTURER continued Multi Purpose Passenger Vehicle 9 20 Manufacturer Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA Ford Motor Company USA AutoAlliance International Ford Motor Co of Canada Ltd Ford Motor Co of Canada Lid Ford Motor Co of Canada Lid Ford Motor Co of Canada Lid Ford Motor Co of Canada Lid Make Lincoln Lincoln Lincoln Mercury Mercury Mercury Ford Ford Ford Ford Ford Ford Motor Company Ford Motor Vehicle Assurance Company Type MPV Limousine Car Bus Basic Chassis Stripped Incomplete Vehicle Glider mo
154. L22 16451 DAA lt WPRC USE 1L22Z 16451 DAA STEP ASY STEP ASY HIP QTY 1 SHIP BY 09 15 2003 SSUPP F544L FLEX N GATE INC repaid freight no air freight VEH 2001 EXPLORER 4X2 Ford Warranty Parts Return Ct RAC BAD FG REQ 21132 PANEL FORD MOTOR COMPANY 15090 Commerce Drive North CURT RONTO WPRC Dearborn MI 48120 15090 COMMERCE DR N SVC AGENT DEARBORN MI 48120 0000 F HOLD FOR PICK UP FLEX N GATE BUMPE AA TAG 014913515 4 YL Do not return fluids or hazardous material Enclose this document in plastic pouch with barcode showing and attach to the removed part RETURN 1L22 16451 DAA TAG 014913515 4 RO NBR 495013 01 RO DATE 08 11 2003 HCC 6807 CPSC XXXXO1 N T APPROVAL 1 2 VEH 2001 EXPLORER 4X2 1FMYU60E81UC61498 ENG 1L2416451DDACA5 ODOM 40331 M WSD 04 19 2001 BUILD 04 10 2001 PAID DATE 08 26 2003 AXL D4 3200F3 73L N TRN D ASLDE COV PAWADLR QUALITY REVIEW LEV ENG E 4 0L SOHC 1FMXT04 02F4 HPL CAUS 1L2Z 16451DAA CC D7 CORROSION PERFORATION 7CC B62 MOLDINGS EXTERIOR TRIM CORRODED TCODE P05 N SERV 04 19 2001 AccRD ORG RO NBR AP LOUIS CUST COMM STEP PADS RUSTING OUT ON BOTH SIDES OF THE TRUCK TECH COMM REPLACED BOTH RUNNING BOARDS DUE TO COROSSION PART NUMBER QTY PRICE CORE EXT AMT LABOR OP TIME TECH 1122 16451 DAA 1 0 00 MT16450 1 5 1422 16450 DAA 1 0 00 lt lt lt DTC CODES gt gt gt BODY CHASIS KOEC KOEO MIL ON FLAG N KOER OTHER UNDEFINED TOTALS LBR PRTS CORE
155. LET REPAIR October 2003 RECAL or RECALEM Must Not be claimed e For PCM diagnosis or replacement NOTE If no problem is found and the customer s concern cannot be verified refer to DIAG USAGE REQUIREMENTS in Section 5 for claiming procedures A supplemental allowance to perform a road test is provided in all respective labor operations when it is clearly stated in the published Work Shop Manual Recall or TSB repair procedure that it is necessary to do so Conducting pre or post repair road testing when not specifically instructed to do so in the published repair procedure or as part of analyzing or defining a customer complaint is considered to be the responsibility of dealership service management Service manager Shop Foreman Service advisor etc Refer to Service Supervision Responsibilities section 1 page 8 EXCEPTION No Problem Found NPF situations may be eligible Refer to usage guidelines in section 4 page 6 Labor Reimbursement e Sublet Labor Warranty ESP repairs When there is a comparable Ford Service Labor Time Standards Manual operation either the standard operation or the actual OSL amount may be claimed If the actual OSL charge is claimed the OSL amount CANNOT exceed the standard operation amount at the dealer s approved warranty labor rate Actual time must be listed separately and payment is based on actual cost if the cost is reasonable e Loss Damage Claims Outside purchased parts and
156. MENT U S Government vehicles have the same warranty coverage as VEHICLES U S vehicles e Parts and labor are covered only when the vehicles are operated in the 50 States or the U S federalized territories and are serviced by Ford dealers e If the vehicles are not serviced by Ford dealers or are operated outside of the U S 50 States or the U S federalized territories the Government may exchange defective parts for new parts parts only labor is not covered INSTRUMENT CLUSTER For replacement of PaO 10849 Electronic Instrument Cluster EIC 10849 Hybrid Electro Mechanical Cluster 10849 Programmable Speedometer Odometer Module cluster PSOM 10D922 Electronic Displays 17C269 Odometer NVM Module 17255 Mechanical Soeedometers 94 95 Taurus Sable Windstar 17255 Electro Mechanical Speedometers 17B383 Electronic Soeedometers IMPORTANT Parts 10849 Hybrid Electro Mechanical Cluster and 17255 Electro Mechanical Speedometer cannot be returned to the authorized service station for credit once the odometer has been set with the specific mileage requested by the dealership continued 3 34 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS INSTRUMENT CLUSTER Cluster Core Return Policy PRODUCTS Dealers using the advance cluster exchange program overnight con
157. Motor Company The earning curves allocate the total contract revenue for each contract sold over the life of the contract based on historical repair cost experience so that an appropriate share of the revenue is allocated to each 12 month period of the contract life Based on actual experience for the previous 12 month period all dealers will be assigned prior approval as follows ESP PRIOR APPROVAL MATRIX Prior Approval Level Per Repair Above 120 All Levels 300 100 119 All Levels 500 80 99 Below 30 700 Loss Ratio Sales Penetration Dealers with low ESP repair volume 50 repairs or less for a 12 month period are included in the Prior Approval Level of either 700 with penetration rate below 30 or 900 with penetration rates of 30 and above This is done to avoid penalizing any dealer based on possibly distorted loss ratios due to low volume of repairs New dealerships or dealerships assigned new P amp A codes i e transfer of ownership during the six month prior approval period will be assigned to the 700 Prior Approval Level until sufficient data is available to calculate loss ratios and penetration rates Additional ESP Information 1996 Through 2001 Plans Refer to the ESP Program Manual for complete information FEATURES Powertrain Base Extra Premium CARE CARE CARE CARE Major Component 29 84 113 500 Coverage No No Yes Yes High Tech Coverage 50 1 50 1 50 1 50 1 Deductible pe
158. NNE Canan AEE KERORA TT EATEE E Tena EEEE ATR eects 97 a AEAFPLOPS UU311780 ESCORT SE 40DR SEDAN UHITE ac E tion AAAARANNNA ANANN NNN ANTENEN ANVE n naa NENA NEn R EEu aan EEEn EEEa NE Nn au TTEN NUAR Ennan RNN TET 10 1FAFPi3P3 WW313995 ESCORT SE 4DR SEDAN BLUE toe 5 12 WAY HiseennnnnnnnannnnaEOTs tea ar i tehit att aadal heei aa Ae aail aaa i7 1FAFP13P3 W311793 ESCORT SE 4DR SEDAN Loc t 2B way stat hesaubanananenaNiWeSaGaSaveusetWteStTeWiTuesaVUGeSTsetavuenTTeTTTsivunenTavaaToeTTTaaeaasay 12 1FAFP13P3 WW3117 62 ESCORT SE ADR SEDAN WHITE coe FE 4 ZVAT ErcaptionS annann ee E nana RREA ANRA NEENA ENOR NEARNE mena NERA ENET REMARKS DEALER REMARKS DRIVER taler Signature river Signature ONM Date ffs Tame oo AL Date __ ____s Tine A Coding System for Bill of Lading Delivery Receipt and Loss amp Damage Claims Use the following five digit code system to document damage or loss on the Bill of Lading Delivery Receipt and on the 3715 claim form e The first two digits describe the area of damage and or shortage e The next two digits indicate the type of damage e The last digit indicates the severity size of damage area IMPORTANT Damage codes must be noted in the space immediately below the appropriate VIN No other notations should be made on this document Damage not noted on this document or on dealership letternead as directed in the sections on hidden damage and late after hour deliveries
159. NPF repair initiative compensates dealers for abnormal diagnosis time when no problem is found with the vehicle It was created to reduce situations in which customers are dissatisfied because their vehicle was not diagnosed correctly the first time Using the NPF actual time labor operation is limited to e A maximum of 2 5 hours per repair e diagnosing hard to find customer identified product concerns only The NPF actual time labor operation may NOT be claimed for any of the following circumstances e in instances where insufficient concern detail is provided during service write up e g frequency of occurrence special conditions etc e for identifying product features or characteristics this is service management s responsibility e whenever parts are replaced as a result of diagnosing the customer s concern October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 7 Zam WARRANTY amp POLICY MANUAL meee e when non intermittent concerns are not verified by service management during write up e for vehicle inspections when the customer has not identified a specific product complaint i e add on repairs e for diagnosis of dealer owned vehicles such as stock units used cars and dealership daily rental units e for use with any EEC diagnosis related concerns e ESP repairs are NOT eligible for NPF labor e for driveability concerns e when a cause has been identified and the part is not avai
160. NT Complete diesel engine assemblies 6007 are not to be used for Ford paid warranty repairs except for occasions when a no cost assembly is supplied through the Ford Technical Hotline If engine repair will exceed repair cost cap Ford remanufactured long block 6006 or Ford remanufactured short block 6009 assemblies should be used as required NOTE There is a limited number of reasons why multiple injectors would fail If the injectors do not have an electrical or mechanical defect it is very likely they have been contaminated by one or more tanks of contaminated fuel The fuel in the vehicle during testing may or may not be contaminated Multiple injector contamination is a maintenance issue and is not covered under warranty Typically any exceptions to this would be communicated to dealerships via Ford technical publications Always check OASIS and FMCDealer com for the latest service information ELECTRIC POWERED Ford Motor Company vehicles that have been converted to electric VEHICLES Warranty power generally are covered by the standard Ford New Vehicle coverage on vehicles Limited Warranty converted to electric power The warranty however will not cover any part or component that has been affected by a modification to or conversion of the vehicle that was performed by anyone other than Ford Motor Company The following components will typically not be covered by the Ford warranty on vehicles that have been converted to elect
161. NTROL MODULE PCM Warranty Parts Return Procedures All Dealers Parts Awaiting Disposition Instructions Clean all retained parts and drain all fluids Tag the parts with identification tag FPS 718 write the RO Repair Order Number date of repair and the part number on the tag Pack the defective parts in the same containers which held the replacement part Write the RO and the RO date on the end of the box that contains the part number IMPORTANT Cores returned to the Company may not exceed the quantity of the same new or remanufactured part purchased from the Company The WPRC will not reimburse dealers for cores removed from salvage vehicles October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 21 Zam WARRANTY amp POLICY MANUAL meen FCS 700 Parts Return Document The FCS 700 Return Document is the primary means used by the Company to retrieve warranty parts from dealerships e Print two ORIGINAL copies barcode scanner cannot read photocopies of the FCS 700 return document from FMCDealer com e Insert the first copy of the FCS 700 return document in the plastic bag QC WPRC 0008 and attach to the part that is being returned e Insert the second copy of the FCS 700 return document in the plastic shipping sleeve QC WPRC 0009 and attach to the outside of the replacement part box that is being returned ATTN Part Manager Warranty Parts Return Document PROCESS DT 08 26 2003 SHIP gt 1
162. OD IF NOT BETTER THAN THE FORD TO DEALER WARRANTY THIS WARRANTY DOES NOT COVER FORD REMANUFACTURED ENGINES TRANSMISSIONS OR COMPONENTS THAT FAIL DUE TO ABUSE MISUSE NEGLECT ALTERATION ACCIDENT RACING OR THE USE OF NON FORD PARTS OR PARTS WHICH ARE REPLACED AS PART OF NORMAL MAINTENANCE REPEAT REPAIRS PERFORMED AS A RESULT OF A PREVIOUS REPAIR MIS DIAGNOSIS OR IMPROPER REPAIR PROCEDURE ARE NOT COVERED TO THE EXTENT ALLOWED BY LAW LOSS OF TIME INCONVENIENCE LOSS OF THE USE OF THE VEHICLE COMMERCIAL LOSS AND INCIDENTAL AND CONSEQUENTIAL DAMAGES ARE NOT COVERED THERE IS NO OTHER EXPRESS OR IMPLIED WARRANTY ON THESE FORD REMANUFACTURED ENGINES AND TRANSMISSIONS INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE TO THE EXTENT ALLOWED BY LAW ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS IS LIMITED TO THE DURATION OF THIS WRITTEN LIMITED WARRANTY October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 121 LdVd ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee Motorcraft Parts Unique Service Part Coverage Warranty Start Date for Motorcraft Parts e Dealer Installed Parts The warranty begins on the date of installation e Parts Sold Over the Counter For a retail purchaser the warranty begins on the date of sale For fleets or general installer the warranty begins on the date of installation or resale Mortorcraf
163. Overdrive electric and external controls Shift linkage Speedometer driven gear Transmission controls SMONGL SJIHJS YAHSIH 009 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks By Category CATEGORY COVERAGE amp OTHER REMARKS ACCESS TIME Actual time taken to remove a Ford or non Ford part in order to perform a warranty repair reimbursable When a vehicle has been sublet to an outside shop and a Ford or non Ford part must be removed to perform a warranty repair the following steps must be followed e When possible the dealership should remove the component and clock the time to be added to the repair as actual time before sending the vehicle to an outside shop If dealership removal of the component is not possible the outside shop must provide detailed comments regarding the time required to remove the Ford or non Ford part The outside shop must list actual time separately and payment is based on actual cost if the cost is reasonable ACCIDENT OR FIRE This involves any condition which could have contributed to CLAIM personal injury or property damage In such a case e Contact your Commercial Vehicle Operations Manager immediately for instructions Do not begin no charge repairs until they are authorized by the Company Failure to obtain prior authorization may result in denial of the warranty claim Parts involved in accident personal injury or property damage MUST
164. PAGE RECALLS NUMBER e Safety Compliance and Emissions Recall Types 4 1 e Recall Process 4 1 e Field Service Action FSA VIN Lists 4 2 e Special Circumstances 4 3 When the vehicle is in Dealer inventory 4 3 When the Dealer receives the recall notice but vehicle has been delivered 4 3 When vehicle has been Dealer traded 4 3 e Special Customer Handling 4 3 e Related Damage on Recall and Customer Satisfaction Program CSP Repairs 4 4 e Owner Dealer Refunds on Safety and Emissions Recalls 4 5 DEALER SELF APPROVAL GUIDELINES e Actual Time Usage Guidelines 4 6 e No Problem Found Usage Guidelines 4 7 e Repeat Repair Self Approval Guidelines 4 9 AFTER WARRANTY ASSISTANCE e Company Authorized After Warranty Assistance 4 10 e Dealer Authorized After Warranty Assistance 4 10 Dealer Authority Guidelines 4 10 Vehicles Repairs Conditions Eligible for AWA 4 12 Vehicles Repairs Conditions Ineligible for AWA 4 12 e Claiming Guidelines 4 13 e Dealer Customer Participation 4 13 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee SECTION 4 RECALLS DEALER SELF APPROVAL GUIDELINES AND AFTER WARRANTY ASSISTANCE SAFETY COMPLIANCE AND EMISSIONS RECALLS SEE SECTION 6 FOR CUSTOMER SATISFACTION PROGRAMS A Recall is conducted to remedy a safety compliance or emissions concern When the Company notifies you of a recall for inspection and repair the appropriate correction must
165. PPROVAL Certain repairs and claims require prior approval The dealer is responsible for obtaining and documenting authorization when required Authorization does not exempt the dealer from complying with the warranty and policy provisions outlined in this Manual including price and time verification All dealers must have Company approval before making certain repairs or submitting certain claims or inquiries The following situations require authorization e Accident or fire claims any condition which could have contributed to personal injury or property damage e Company approved After Warranty Assistance claims e Assembly Repairs when the cost of repair exceeds the cost cap established for Ford remanufactured exchange assemblies e ESP ESC Selected Repairs prior approval is required for all ESP ESC repairs that are over the assigned dealer s approval level Ford will notify dealers of their prior approval level e Misbuilt Vehicles Vehicles Not Built as Ordered authorization is required from the Misbuilt Vehicle Claims Team via the dealer s Repair Register e Repeat Repair Program Customer Service Manager approval required for reject codes P010 and P011 Dealer Self Approval of repeat repairs applies to all other repeat repair reject codes e Super Seal Corrosion Repairs ESP Headquarters approval is required before repairing the vehicle e Repairs to Ford Power Products see Ford Power Products Sec
166. R y ACTUAL PRICE AND R FOR REMANUFACTURED PART 12 ADVISOR ID LICENSE NO YEAR MODELORNAME TIME RCVD PHONE NUMBER CROSS REFERENCE NO TOW NO AMOUNT SERVICE TAG NO DEDUCTIBLE WNER NAME VISITING E HANDLING FREIGHT AMOUNT UG 9 S DATE AND ODOMETER AT TIME OF VEHICLE RECEIPT Not Responsible for Loss or Damage to Vehicle or Articles left in vehicle in case of fire ADDRESS theft or any other cau eyond our control hereby authorize the above repair work to DATE be done along with ssary material and hereby grant you and or your employees z m permission to oper hicle described on streets highways or elsewhere for the CITY STATE PROV ZIP POSTAL D ODOMETER AT TIME OF VEHICLE RELEASE purpose of testing an Inspection An express mechanic s lien is hereby acknowledged CODE on the above vehicle to secure the amount of repair thereto 41 CUSTOMER S SIGNATURE DEALER OR GENERAL MANAGER OR AUTHORIZED PERSON DATE RPR Program Recall Approval Approval Approval Parts Allow NBR Code Resisted No 1 26 No 2 No 2 EIF E E a O VEHICLE IDENTIFICATION WARRANTY NUMBER A ODOMETER NOTENTHS DATE OF REPAIR YR 4 MO DAY YR Admin Allowance Customer ealer Repair MILES KM SERVICE INSTALLED PARTS DATE INSTALLED eae m LE EE a DEALER REPAIR COPY NO TENTHS Fe O T E COLUMN TOTAL BOXES gt D em a Mee kg a P Schep D O r O e ae A OO A a i ee Foe gt
167. RAGE amp OTHER REMARKS VALVE GUIDES Covered under Bumper to Bumper Warranty Coverage Ream or Repair Reaming repairing valve guides is authorized within specifications outlined in shop manuals Knurling is unauthorized under warranty VEHICLE Accessories installed by Ford Motor Company prior to delivery to PERSONALIZATION the dealership are eligible for coverage under the vehicle s Bumper to Bumper Warranty These items will be listed on the vehicle s window sticker see 3 105 for information on Dealer Installed Accessories VINYL TRIM REPAIR Repairs of manufacturing defects to vinyl door trim instrument POLICY panels and floor consoles are covered under the Bumper to Bumper Warranty Cuts punctures dents scratches or scuffs must be reported by the customer within one week of the new vehicle delivery date to be eligible for warranty reimbursement Not Covered e Accidental damage normal deterioration burns soil marks tears or punctures by foreign objects that occur after new vehicle delivery are not covered by the Bumper to Bumper Warranty Repair Policy During the Bumper to Bumper warranty dealerships are required to repair instead of replace vinyl door trim instrument panels and floor consoles if the defects are within the limits noted below This policy does not apply to air bag trim covers or vinyl seat trim Defects Non Conformities that Must be Repaired Cuts and tears less than one 1 inch Punctures
168. RANTY PERFORMANCE MEASUREMENT WARRANTY MEASUREMENT SYSTEM AND PAGE CONTROLS PROGRAM NUMBER e Warranty Measurement System 8 1 e Warranty Expense Formula 8 3 e Warranty Controls Program 8 4 e Warranty Counseling Process 8 5 Dealer Notification Letter 8 5 False or Fraudulent Practices 8 5 Initial Warranty Review 8 6 Warranty Review Follow up 8 7 Warranty Audit 8 8 e Audit Actions Matrix 8 9 Warranty Audit Action Matrix Process Administrative only Findings 8 10 Warranty Audit Action Matrix False or Fraudulent Findings 8 11 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meen SECTION 8 WARRANTY PERFORMANCE MEASUREMENT WARRANTY MEASUREMENT SYSTEM AND CONTROLS PROGRAMS GLOBAL WARRANTY MEASUREMENT SYSTEM GWMS The Global Warranty Measurement System GWMS provides an overview of dealership performance of all Ford paid ACES Il repairs The GWMS includes comparative indicators which enable dealership management to identify areas that need further review or possible improvement of repair shop processes and controls NOTE The GWMS contains a cumulative six months of data ending with the month indicated i e November 2002 GWMS represents warranty performance from June 2002 through November 2002 e GWMS may be accessed through Management Reports under FMCDealer com only dealership management positions allowed to access warranty performance information
169. REGISTER UNDER THE PAID REPAIRS SECTION THE REPAIR IS THEN APPROVED FAILURE TO ADHERE TO THIS POLICY MAY RESULT IN DENIAL OF THE CLAIM Misbuilt Procedures 600 and Higher Series Trucks Misbuilt vehicles are those not built as ordered This includes vehicles e Received with an incorrect option e Received with an option not ordered e Received without an ordered option e Received without standard equipment Correcting Misbuilt Conditions e Misbuilt conditions should be identified at time of delivery during check in inspection e Dealers should initiate the misbuilt request immediately no later than seven working days after receipt of vehicle The Dealer must Identify missing or incorrect items Estimate cost of repair installation etc Complete Form 1863 61 25 2 including all pertinent data identifying the component involved e g rear axle code and tag date e Claims must be submitted through DWE ACES II prior to making any repair using Form 1863 6125 2 Program code MVC is required on all claims and only condition codes 38 wrong part or 39 missing part may be used See ACES II User Manual for additional processing instructions e Dealers will receive approval or additional repair direction on the ACES II Repair Register October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 21 m WARRANTY amp POLICY MANUAL meee Complete repairs only after approval has been received v
170. RY COVERAGE amp OTHER REMARKS VINYL TRIM REPAIR POLICY WATER PUMP Repairs of manufacturing defects to vinyl door trim instrument panels and floor consoles are covered under the Basic Warranty Cuts punctures dents scratches or scuffs must be reported by the customer within one week of the new vehicle delivery date to be eligible for warranty reimbursement Not Covered e Accidental damage normal deterioration burns soil marks tears or punctures by foreign objects that occur after new vehicle delivery are not covered by the Bumper to Bumper Warranty Repair Policy During the Basic warranty dealerships are required to repair instead of replace vinyl door trim instrument panels and floor consoles if the defects are within the limits noted below This policy does not apply to air bag trim covers or vinyl seat trim Defects Non Conformities that Must be Repaired Cuts and tears less than one 1 inch Punctures less than 1 4 inch in diameter Scratches and scuffs Dents less than 1 4 inch deep Discoloration Bubbling Engine Coverage See Engine Coverage Carts in this section Replace complete assembly except on the 6 6L 7 8L Ford diesel engine which should be overhauled using service parts Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS WEATHERSTRIPS Basic Vehi
171. Repairs e Ford remanufactured engine and transmission assemblies when available must be used in all warranty repairs where the estimated repair cost exceeds the cost limit cap for the given engine or transmission NOTE Dealers can order new assembly service parts through DOES II for any vehicle within the first 12 months 12 000 miles whichever occurs first of the New Vehicle Limited Warranty coverage period if available e Ford Remanufactured small parts when available must be used in all warranty repairs e Motorcraft FAR assemblies may only be used in those emergency repairs for which a Ford remanufactured assembly is not available and the required Ford parts to complete the repair are out of stock nationally D99 e If aremanufactured assembly is not available obtain documentation from your Ford Powertrain Distributor that the part is out of stock With the documentation contact your region for an approval code The region approval code MUST be entered on the warranty claim upon submission e When Ford remanufactured assemblies do not exist for a vehicle application no authorization is required ESP and AWA Repairs e Motorcraft or Ford remanufactured engine and transmission assemblies when available must be used in all ESP and AWA repairs where the estimated repair cost exceeds the cost limit cap for the given engine or transmission e Motorcraft or Ford remanufactured small parts when available must be used in al
172. S or call the number noted below Information is input into database for reference by Company activities 800 322 5621 734 329 3377 FAX 9 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen QFC Quality Feet Care Program QFC Administration handles Administration Billing e Contract Questions e Fleet Eligibility e General Program Questions and Inquiries e Fleet Enrollment Procedures QFC Billing handles Dealer Payment Procedures Fleet Payment Procedures Fleet Account Payment Status General Program Questions and Inquiries Quality Fleet Care Administrative or Billing P O Box 6065 Dearborn MI 48121 800 367 3221 Reacquired hicle RA Provides the following forms for individual eligible vehicles e RAV Resale Disclosure and Warranty Notice FCS 8520 e Your Obligations to the Customer FCS 8536 e Warranty Information Booklet for Reacquired Vehicles Provides the original title to an RAV purchasing dealer upon receipt of the completed RAV Resale Disclosure and Warranty Notice Form FCS 8520 Ford RAV Registration Center 34115 West 12 Mile Road Farmington Hills MI 48331 800 367 3050 248 488 3703 FAX 248 848 5900 Fax to send completed 8520 Red Carpet Lease Provides emergency roadside assistance Roadside Assistance for eligible Red Carpet lease customers 800 348 5220 Rescu System Control Modules GPS Antennas and Antenna EmergencyAs
173. Section 3 pg 35 Use only Carlite Glass replacements Replace damaged or punctured tires Never repair tires for use on a new vehicle Place the vehicle in dealer stock In Transit Damage Repair Process This process provides for the repair of vehicles damaged during transportation and vehicles that are undeliverable because of mechanical malfunctions Each dealer must e Select the appropriate repair procedure for handling vehicles damaged on the way from the assembly plant to the dealer from the following 2 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 1 Receive and repair all vehicles at their own dealership EXCEPTIONS A vehicle which must be repaired in transit for safety reasons or for prevention of additional damage A vehicle which is too damaged to be repaired and sold as a new unit The damaged vehicle is rebilled to Ford 2 Have damaged vehicles with more than 500 worth of damage repaired at in transit repair locations selected Ford or Lincoln Mercury dealerships located near carrier shipping and receiving locations e Advise the Ford or Lincoln Mercury Division Regional Manager in writing of the repair method selected see example below Once established this method remains in effect until a change is requested Dealers who have signed agreements with Predelivery Service Centers are not required to follow this requ
174. T 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS AIR CONDITIONING Reimbursable A 1992 and Newer Model Coverage Including Refrigerants e Lincoln Bumper to Bumper Coverage 4 yrs 50 000 miles e All other Car and Light Truck Bumper to Bumper Coverage 3 yrs 36 000 miles IMPORTANT e Air Conditioner Refrigerant The amount of refrigerant that can be claimed for an air conditioning system repair is limited to the actual amount used not to exceed the refrigerant capacity of that vehicle For occasional situations where leak checking is necessary a small additional amount can be claimed up to two ounces for standard systems and four ounces for auxiliary systems NOTE Ford or Motorcraft branded refrigerant MUST be used e A C Recovery Recycling Equipment UL approved recovery recycling equipment must be used when performing warranty service on air conditioning systems Repairs performed without the use of recovery recycling equipment are not eligible for reimbursement AIRBORNE MATERIAL For damage caused by airborne material environmental fallout Environmental Fallout where there is no factory related defect involved and therefore no warranty Ford Motor Company s policy is to cover paint damage due to airborne material for 12 months 12 000 miles whichever occurs first 12 months unlimited mileage for TH INK Ne
175. TOMER CARRIER DROP OFF INSPECTION Receiving and Inspecting New Vehicles The receipt of vehicles and the regulations for submitting and settling loss and damage claims are governed by the Interstate Commerce Commission ICC These regulations protect both the dealer and the carrier According to the Ford and TH NK Sales and Service Agreements the ordering dealer becomes the owner of a new vehicle when it is turned over to the carrier at the assembly plant Under these agreements it is the dealer s responsibility to accept new vehicles unless they are damaged to the point of being worthless NOTE Vehicles sent out on consignment are an exception to this responsibility they remain the property of Ford Motor Company Bill of Lading Delivery Receipt The bill of lading delivery receipt is an inspection delivery document used by all carriers The document allows for more than one vehicle to be delivered on the same document Space is provided on the form to allow you to annotate transportation damages missing items as well as aremarks section Acard listing all of the damage codes is provided to you by the delivering carrier Other than the exception coding the form provides the same information as the prior delivery document An example of the form is shown on page 2 2 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 1 Zs WARRANTY amp POLICY MANUAL meee W BILL OF LADING NO WAYLS55659Z E and L acen
176. TS DISTRIBUTION REMANUFACTURED CENTER PARTS Diesel Fuel Injector Nozzles continued Diesel Fuel Injector Pump Fuel Computer Fuel Gauge Display Instrument Cluster Assembly LCD Speedo Module LCD Speedo Odometer Message Center Display Message Center Control Module Powertrain Control Module Speedometer Display T5OD Transmission Tripminder ZF Transmission Automatic only OBTAINED FROM THE FORD AUTHORIZED DISTRIBUTOR FAD Ford remanufactured Service Assemblies are REQUIRED for use in Warranty ESP AWA and RAV repairs Ford remanufactured engine and transmission assemblies when available must be used in all warranty ESP AWA and RAV repairs where the estimated repair cost exceeds the cost limit cap for the given engine or transmission Refer to the Master Parts Catalog for application information and to the Powertrain Reference Guide for cost caps and other program data Ford remanufactured parts obtained from FADs are Ford remanufactured clutch disc and pressure plate Ford remanufactured torque converter Ford remanufactured small parts non Powertrain Ford remanufactured engine and transmission assemblies Ford remanufactured engine components Ford remanufactured Diesel engines and associated parts Cylinder heads connecting rods crankshaft kits water pumps turbochargers high pressure oil pumps and fuel continued injectors SYONYL LHYIT 8 SYVI October 2003 Ford Motor Company Ford Mot
177. TY amp POLICY MANUAL meen WARRANTY ADMINISTRATION FORMS AND ORDERING PROCEDURES FORMS FCS 1863 6125 2 FCS 3715 FCS 8490 FCS 900 Single purpose Handwritten Warranty Claim e Used for warranty and policy repairs Vehicle Claim for Carrier Loss and Damage e Used for loss and damage on new cars and trucks received from the assembly plant Core Return Allowance Claim e Used in the Company Remanufacturing Program for returning selected cores and claiming core allowance for beyond warranty and over the counter cores Notification of Delayed Delivery Date or In transit Mileage Accumulation e Used to change warranty start information Forms Procurement Forms may be ordered through FMCDealer com 9 30 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee Additional Forms Ordering There are additional forms used in Warranty Administration that are not ordered on Form 362 114 Following is a list of forms and ordering instructions Form Number and Name Ordering Source Ordering Procedure FPS 718 Part Identification Tag PDC Stock Order Pad FCS 900 Notification of Delayed Delivery Archway Corp Phone In Transit Mileage Accumulation 1 734 713 3446 FCS 1863 Single Purpose Handwritten Local Supplier 6125 2 Warranty Claim FCS 1878 Warranty Repair Form PDC Stock Order Pad Radio Tape player Premium Sound Amplifier Graphic Equalizer or Clock El
178. TY PARTS RETENTION amp RETURN PROCEDURES amp RESPONSIBILITIES e Contact Dealers General Instructions Parts Handling Parts Retention Legal Parts Special Handling Parts Etc e FCSD Select Dealer Region Dealerships General Instructions Parts Handling Parts Retention Mandatory Parts General Mandatory Parts Remanufacturable Mandatory Parts Remanufacturable Parts List e Parts Retention amp Return All Dealerships Special Handling Parts Warranty Parts Return Procedures Parts Return Document Preparation of Warranty Parts for Shipment Shipping Instructions Core Reimbursement from RCRC Core Reimbursement from the Company Mass Air Flow Sensor Cores 12B579 Appeal of Debits Chargebacks P66 Parts Not Returned Chargebacks WPRC Help Line PAGE NUMBER 1 17 1 17 1 18 1 18 1 18 1 19 1 19 1 19 1 20 1 21 1 21 1 21 1 22 1 23 1 23 1 23 1 23 1 24 1 24 1 24 1 24 SERVICE TECHNICIAN SPECIALTY TRAINING STANDARDS ACES II EDITS Edit Timetable Claims Subject to the Edits Edit Status Levels Dealership Reports Multiple Repairing Technicians SUBLET INVOICE REQUIREMENTS Ford Motor Company Ford Motor Vehicle Assurance Company 1 25 1 25 1 26 1 27 1 28 1 28 October 2003 Zam WARRANTY amp POLICY MANUAL meee SECTION 1 DEALERSHIP ADMINISTRATION RESPONSIBILITY OVERVIEW AUTHORIZATION REQUIREMENTS REPAIRS REQUIRING PRIOR A
179. The dealer must Establish a vehicle inspection procedure within the dealership and train adequate personnel to be responsible for receiving new vehicles according to established procedures NOTE Vehicle check in personnel must be available during all hours of dealership operation Inspect each vehicle in the carrier representative s presence Describe all transportation loss and damage on all copies of the bill of lading delivery receipt accurately and in detail Not have pay plans that incentivize vehicle check in personnel based on the number or repair cost of exceptions noted during the inspection process IMPORTANT Damages or shortages added to the bill of lading delivery receipt after the carrier representative has received their signed copy and left are not reimbursable from the Company or carrier Sign for delivery by clearly writing the name of the dealer s representative the date and the time of delivery Notify the carrier in writing certified mail with return receipt recommended within 48 hours two working days of all concealed loss or damage discovered after delivery Hold for the carrier any parts removed from the vehicle due to transportation damage These are called salvage parts See Disposition of Salvage Parts later in this section IMPORTANT Failure to do any of these things will in most cases relieve the carrier of liability making it necessary for Ford to chargeback such claims to the dealer
180. The engine repair is not covered under the recall All repairs identified as related damage and submitted for payment MUST be completed at the same time the Recall or CSP is completed Subsequent repairs claimed as related damage will not be accepted for payment by ACES II unless authorized by the Special Service Support Center SSSC Special Service Support Center SSSC 1 800 325 5621 Property Damage lf property damage has occurred as a result of the failure of an FSA listed component do not begin no charge repairs until authorized by the company see the Non Reimbursable Conditions and the Accident or Fire Claim Coverage Category in Section 3 of this manual If the event could have contributed to personal injury or a claim of property damage contact Consumer Affairs via fax using the Dealer Request for Consumer Affairs Review form found in Section 9 of this manual or the Litigation Prevention form found on FMCDealer com in the Applications Tools and Forms section if the claim involves a fleet vehicle call 1 800 343 5338 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 9 Zam WARRANTY amp POLICY MANUAL meee Special Customer Handlin For certain Recalls and Customer Satisfaction Programs additional compensation is provided to allow dealers to provide personalized customer satisfaction services Such as pick up delivery wash vacuum etc e Recall and CSP dealer bulletins will ind
181. The parts department is to contact the FCSD Parts Assistance Center PAC e The dealership employee will be required to indicate to the PAC employee that a new replacement part is required for an unsold vehicle because certain state laws and Ford policy prohibit the sale of a new vehicle using remanufactured parts e The PAC will contact the manufacturing source for the new part and have it shipped directly to the dealer 1 16 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee DISPOSITION OF CLAIMS Warranty ESP claims submitted to Ford via ACES II will have one of four possible dispositions as indicated on the next day s warranty register e Paid claims can be the same or can differ in the dollar amount paid from what was calculated by the dealer The most common reason for a difference is the pricing of parts and labor by ACES Il Occasionally paid claims may be adjusted by an FCSD claim assessor as explained below When this happens the reason for the adjustment will be included on the warranty register e Under Review means that an FCSD claims assessor is reviewing the claim before it is paid Normally this will add just one extra day to the payment process Claims with higher dollar amounts or higher actual time hours are the most frequent reason for selecting claims for review e An On Hold status is shown if more time is needed by the dealership to verify informat
182. Tire Service Unloading Cargo Home site Dealer site service Lockout Assist Recovery e g stuck in mud at a job site Fuel Service How to Get Service and Customer Reimbursement Assistance e Call 1 800 241 FORD 3673 Dealer Questions e Call 972 653 9108 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 13 Zam WARRANTY amp POLICY MANUAL meee TRANSPORTATION ASSISTANCE PROGRAM TAP All Ford Mercury and Lincoln dealerships are eligible to participate in the Transportation Assistance Program For detailed Program information or support materials refer to the TAP Guide a section of the Road Map Your Guide to Dealership Operations Customer Handling or contact TAP Headquarters at 1 800 336 0798 This is a Separate non warranty program Dealerships are provided an allocation of reimbursable days on an annual basis based on a model year October to September This allocation is based on a running 12 months of warranty and retail work order numbers Lincoln dealerships receive separate allocation to serve their Lincoln service customers TAP is available to assist dealers with providing alternate transportation loaner or shuttle to customers when their Ford or Lincoln Mercury vehicle is in the dealership for warranty or customer pay work Alternate transportation must be a Ford Motor Company product e dealer provided loaner and or shuttle service e rental vehicle from an outside rental agency All vehicles pr
183. UCKS amp MPV S Light RHD U S Trucks W Villager Postal Light Trucks Second Gen Quest with Service W Air Bags amp Second Explorer Brake GVWR i Second Gen Side Air Gen Air W O air System Class GVWR Range Air Bags Bags Bags Bags Class A Not greater than 3 000 pounds Class B 3 001 4 000 pounds Class C 4 001 5 000 pounds Class D 5 001 6 000 pounds Class E 6 001 7 000 pounds Class F 7 001 8 000 pounds Class G 8 001 8 500 pounds Class G 8 501 9 000 pounds Class H 9 001 10 000 pounds Class 3 10 001 14 000 pounds Class 4 14 001 16 000 pounds Class 5 16 001 19 500 pounds Class 6 19 501 26 000 pounds Class 7 26 001 33 000 pounds Class 3 10 001 14 000 pounds Class 4 14 001 16 000 pounds Class 5 16 001 19 500 pounds Class 6 19 501 26 000 pounds Class 7 26 001 33 000 pounds October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 23 m WARRANTY amp POLICY MANUAL meen 2004 Model Year VIN Positions 5 6 7 Vehicle Line Series amp Body Type F SERIES REGULAR CAB F36 F37 F46 F 47F56 F57 F65 F80 T26 WAGON E WO07 F SERIES SUPER DUTY SUPER CREW CAB W20 W21 W30 W31 W32 W33 W34 W35 W36 F SERIES SUPER DUTY W37 W42 W43 W46 W47 W56 W57 W75 CREW CAB W SUPER CREWZER X07 X08 X17 X18 F SERIES SUPERCAB X20 X21 X30 X31 X32 X33 X34 X35 F SERIES SUPER DUTY X36 X3 7 X46 X4 7 X56 X5 7 X65 X75 SUPERCAB N 9 24 Ford Motor Company Ford Motor
184. UCTIBLE The owner MUST pay a 100 deductible per repair visit for covered repairs OASIS Dealerships may verify coverage eligibility by checking OASIS PART REQUIREMENTS All warranty repairs of covered components MUST be made with Ford service parts or remanufactured parts authorized by Ford Motor Company In some cases the use of Ford Authorized Remanufactured products may be required after the expiration of the New Vehicle Limited Warranty TRANSPORTATION AND TOWING Towing is covered under the Roadside Assistance Program during the initial 12 months 12 000 miles after sale Transportation Assistance is provided at the discretion of the dealership under the provisions of the Transportation Assistance Program TRANSFERABILITY This warranty is transferable Remaining warranty coverage may be transferred to subsequent purchaser 6 16 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen VEHICLE ELIGIBILITY e All Ford Lincoln or Mercury vehicles Passenger cars amp light trucks e Ford and Mercury vehicles must be three model years old or newer and have less than 36 000 miles at time of sale e Lincoln vehicles must be four model years old or newer and have fewer than 48 000 miles at time of sale e Vehicles cannot have frame damage unknown mileage branded title or body modifications e Vehicle must pass Quality Certified 100 Point Vehicle Inspection prior to sale
185. UE TO ABUSE MISUSE NEGLECT ALTERATION ACCIDENT RACING OR THE USE OF NON FORD PARTS OR PARTS WHICH ARE REPLACED AS PART OF NORMAL MAINTENANCE PARTS AND ACCESSORIES FOUND TO BE DEFECTIVE BEFORE INSTALLATION ON THE VEHICLE OR SALE OVER THE COUNTER ARE TO BE RETURNED FOR CREDIT AS SPECIFIED IN THE PARTS AND ACCESSORIES POLICY AND PROCEDURE MANUAL SECTION 4200 REPEAT REPAIRS PERFORMED ASA RESULT OF A PREVIOUS REPAIR MIS DIAGNOSIS OR IMPROPER REPAIR PROCEDURE ARE NOT COVERED TO THE EXTENT ALLOWED BY LAW LOSS OF TIME INCONVENIENCE LOSS OF THE USE OF THE VEHICLE COMMERCIAL LOSS AND CONSEQUENTIAL DAMAGES ARE NOT COVERED THERE IS NO OTHER EXPRESSED WARRANTY ON FORD MOTOR COMPANY SUPPLIED REPLACEMENT PARTS AND ACCESSORIES EXCEPT SUCH OBLIGATION AS FORD MAY HAVE ASSUMED IN ITS WARRANTY AND POLICY MANUAL OR OTHER DOCUMENTS ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE IS LIMITED TO THE DURATION OF THIS WRITTEN WARRANTY SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CONSEQUENTIAL OR INCIDENTAL DAMAGES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS THEREFORE THE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 113 LdVd ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee Dealer Limited Warra
186. UMBER NAME AND ADDRESS OF RETAIL SELLER RETAIL SELLER S NAME ADDRESS CITY STATE ZIP NAME AND ADDRESS OF RETAIL BUYER FIRST SECOND INITIAL INITIAL LAST NAME ONLY STREET ADDRESS CITY OR TOWN STATE ZIP CODE PLTETEL EET ET ETT ET Er o A RETAIL BUYER S SIGNATURE This section of the form is to used to notify Ford Motor Company of a delayed warrant start date pi Ba REASON FOR DELAY OF WARRANTY START DATE Please attach copies of documents to support revised warranty date For example new vehicle sales invoice or state MONTH DAY YEAR MILEAGE AT TIME OF DELIVERY TO RETAIL SELLER NO TENTHS MILEAGE AT TIME OF RETAIL SALE NOTE When this section of the form is completed submit IMMEDIATELY to Ford Motor Company with supporting documentation attached This section of the form is to be used to notify Ford Motor Company of an in transit mileage accumulation MILEAGE AT TIME OF REASON FOR IN TRANSIT MILEAGE ACCUMULATION DELIVERY TO RETAIL SELLER Please attach documents to support accumulated mileage NO TENTHS MILEAGE AT TIME OF RETAIL SALE NO TENTHS NOTE When this section of the form is completed DO NOT submit to Ford Motor Company unless a repair is required beyond warranty but within the mileage extension period MAIL TO FORD CUSTOMER SERVICE DIVISION PREVIOUS EDITIONS MAY NOT BE USED P O BOX 1597 FCS 900 11 98 DEARBORN MI 48121 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Com
187. Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS AUDIO SYSTEM 1992 and Newer Vehicle Bumper to Bumper Warrant continued e Audio Product repair costs are not reimbursable by Ford under the Bumper to Bumper warranty Repair costs are ultimately vendor responsibility Labor to remove and install a radio is reimbursable ONE TIME ONLY PER REPAIR under warranty Audio System Diagnostics e Audio system diagnostics are available from your authorized service station or by calling the Audio Call Center at 1 800 367 3333 Replace defective antennas antenna leads or speakers with parts obtained from the Parts Distribution Center NOTE Do not send defective antennas antenna leads or speakers to the service station for repairs These parts must be purchased from the PDC Audio Core Return Policy Dealers using the advance audio exchange program overnight product delivery will have thirty 80 days to return the defective radio core to the authorized service station Cores not returned within 30 days will be billed to dealerships NOTE All advance exchanges include returnable shipping containers and shipping instructions to facilitate product return When a special shipping bracket is provided on the advance exchange radio it must be removed and installed in the core radio being returned Instructions will be included in th
188. Vehicle Information Service Advisor Number required for Warranty Repair submission License Number Model Year Model or Name Time Received Time Promised Phone Number Customer Service Tag Number Description of Concern This should be a detailed to the point description of how the customer described his her concern Use basic abbreviations Write a clear and complete explanation of the owner s concerns and instructions to the technician Use the repair number column to assign the customer concerns and instructions to the repair number Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee 10 Customer Concern Code Refer to your Customer Concern Code Sheet the Ford Service Labor Time Standards Manual or in the ACES II User Manual to select the appropriate Customer Concern Code Enter the three character Customer Concern Code that best describes the customer s concern based on the customer s verbal description A Customer Concern Code must be entered for each repair listed on the form 11 Repair Number Assign a separate repair number for each customer concern You may use numbers or letters to indicate the order of your repairs 12 Cross Reference To If more space is required to list customer concerns necessary parts or labor operations use this box to cross reference additional forms by number lf more than one
189. WITH THE FOLLOWING INFORMATION FOR COMPETITIVE MAKE APPROVAL i Type of Coverage _POWERTRAINCARE _ BASECARE EXTRACARE _ PREMIUMCARE _ ROYAL SHIELD UVLW _ RED CARPET LEASE USED EXTRAGUARD __RED CARPET LEASE USED PREMIUMGUARD Customer Name City State Start Mileage Date of Sale Ford Causal Base Part Name of Repairing Facility P amp A Code Dealer Agent Requesting Approval Name Position Repair Facility Phone Number Vehicle Mileage and Date of Repair Mileage Date Description of Repair Repair Cost Estimate __ Dealers franchised to sell vehicle REPAIRED PARTS Dealer cost Plus 30 LABOR Time and Labor Operation from Manufacturer s Approved Warranty Time Standards Manual Times Manual Times Manufacturers Warranty Labor Rate Sublet No Markup __ Dealers NOT franchised to sell vehicle REPAIRED PARTS Dealer Cost Plus 20 Attach outside bill Total Hours LABOR Time from Independent Labor Time Manual such as Chilton Mitchell Motors or Alldata Rate per Hour __ Sublet to Outside Repair Facility PARTS Dealer Cost Plus 40 LABOR Time from Independent Labor Time Manual such as Chilton Mitchell Motors or Alldata Total Hours Rate per Hour F L M Dealers receive 5 Admin processing Fee NO parts markup E Use Tax Eligible states only Towing Reimbursement if any maximum 45 or 50 Less Deductible 50 100 200 or Disappearing Transportation Reimbursement 28 per
190. Warranty and Policy Manual is intended to be inconsistent with or contrary to the Sales and Service Agreement or state law The Manual is essential to a dealership because it contains the information all employees need to provide warranty and policy services fairly and uniformly It provides detailed information about the responsibilities of the Company the dealers and vehicle owners in regard to all warranty and policy coverages This introductory section explains how to use the Manual and presents the terminology needed to understand it This Manual generally addresses warranty and policy requirements repairs however the conditions and requirements outlined apply to all types of repair claims submitted to the Company for reimbursement including ESP ESC claims and in transit loss and damage claims unless specifically noted otherwise The Company has been designated as the administrator for the American Road Insurance Company for new Extended Service Contracts ESC Ford Motor Company or Ford Motor Vehicle Assurance Company a subsidiary of Ford Motor Company provides the New Vehicle Limited Warranty The warranty is a written statement of the warranty provider s responsibility for the repair or replacement of defective parts This warranty is a legal obligation that must be fulfilled Where Ford Motor Vehicle Assurance Company FMVA provides the warranty it uses Ford Motor Company as its agent and administrator When this Manual refers to For
191. a FMCDealer com October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 9 Zam WARRANTY amp POLICY MANUAL meen ALL AUDITS Step 4 of Warranty Counseling Process Audit Low Percent High Percent Total Findings Total Findings 1 5 9 9 10 Total Findings as of Scope Step 5 of Warranty Counseling Process Audit Low Percent High Percent Total Findings Total Findings 1 2 1 2 3 4 7 1 0 7 4 7 5 Total Findings as of Scope Additional Follow up Audit Low Percent High Percent Total Findings Total Findings 152 357 1 2 3 4 6 1 0 4 9 5 Total Findings as of Scope Less than 1 0 total findings implement action 1 only T ess than 1 0 total findings implement actions 1 and 2 only WARRANTY AUDIT ACTION MATRIX Key Actions 1 Business Counseling Meeting with facing FCSD and Vehicle Sales Regional Manager s 2 The Dealer must personally sign all warranty claims 3 Dealer is disqualified from award program eligibility or recognition for the following President s Award Top 100 Club President s Club or any other related award or program with the exception of Ford Blue Oval Lincoln Premier Experience and Mercury Advantage see Action 6 Additional franchise opportunities are suspended Actions 2 amp 3 are in effect for 12 months from audit close or the next WCP audit action whichever is earlier 4 Dealership AWA P05 7 authority is removed
192. a replacement Map Data CD the consumer must contact Navigation Technologies The customer must return the defective CD to Navigation Technologies for replacement If the returned CD is not defective Navigation Technologies will charge a 25 00 fee to cover the cost of testing shipping and handling Navigation Technologies address and telephone number are listed on the next page Warranty Reimbursement e Labor to remove and install SNS components including associated diagnostic time e Payment for SNS parts is based on the dealer or exchange price in effect on the date of repair plus a 40 parts allowance e Freight charges UPS to ship defective SNS CPUs 10E887 or head units 10E889 to the Warranty Parts Return Center WPRC should be claimed in the same manner as other WPRC freight charges Core Return Polic e Defective CPU 10E887 or head unit 10E889 cores must be returned to the WPRC within thirty 30 days Cores not returned within thirty days will be billed to the dealership Dealers should reuse the packaging in which the parts were shipped to return the defective components to the WPRC Diagnostic Assistance e Refer to the SNS Service Manual for technical service information and for CPU Self Test diagnostic instructions Additional technical assistance may be obtained by calling VDO at 888 253 5890 Ordering Street Map Software CD ROMS e Dealers and customers may order additional street map CD ROMs thr
193. able parts allowance SHOP SUPPLIES Normal shop supplies such as adhesives lubricants tubes or sprays solvents cleaners rust inihibitors thread lock rags film electrical tape etc are not reimbursable separately unless stipulated in emissions or safety recalls customer satisfaction programs TSBs or other Company publications that their cost is reimbursable STANDARD PARTS In many instances standard parts can only be ordered in a package with multiple pieces Reimbursement for standard parts packaged in this manner is based on the actual quantity used to complete a repair For example If a technician completes an A C repair using three O rings from an O ring kit standard part number 3913045100 contains 6 O rings the correct quantity that should be claimed is three October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 5 13 Zam WARRANTY amp POLICY MANUAL meee SUBLET REPAIR TIRES TRANSPORTATION CHARGES Inbound and or Premium TRANSPORTATION CHARGES Parts recalled to Warranty Parts Return Center 5 14 Sublet repairs must be completed using Ford parts If Ford parts are not available Payment for non Ford parts when comparable Ford parts are out of stock nationally from the Company is based on actual cost not to exceed the Dealer Price of the comparable Ford part plus the applicable parts allowance Payment for non Ford parts when comparable Ford parts
194. acilities can be obtained by contacting the Alternative Fuel Customer Assistance Center at 1 877 ALT FUEL Certified fleet locations may service their own Electric Rangers e Ford Motor Company Electric Rangers are covered by the terms of the Ford New Vehicle Limited Warranty as specified in the Warranty Guide except as indicated below e The traction battery is covered against defects in factory supplied materials or workmanship for the first 12 months in service or 10 000 miles whichever occurs first at no charge After the first 12 months 10 000 miles the traction battery will be replaced on a customer participation basis See Battery Coverage section of the Warranty amp Policy Manual for Pro rata chart e The electric powertrain is included in the Bumper to Bumper Coverage Because the vehicle has no emissions or emissions components there is no Emissions Defect or Emissions Performance Warranty e Electric Rangers are included in the Ford Roadside Assistance Program Ford will reimburse towing charges to the closest EV certified Ford dealer not to exceed 100 miles New Ford or Ford remanufactured parts are normally required when making warranty repairs In some instances the required Ford part s may not be available from Ford or locally from other Ford or Lincoln Mercury dealers or from Ford or Motorcraft Authorized Distributors Ford will allow the use of a FAR Motorcraft or a new non Ford part after the new vehicle
195. aeer Compeny L L C Carrier Code ELTP RER Michigan an Ave Shipper FORD MOTOR COMPANY jayne 7 7939 9800 Brigin WAYNE ai Phone 734 326 0770 Tru Trailer Ship to Foaki g DEALER Desle Coda FF9999 tees eal Dispatch Date SORN nr Special Instructions Drop 1 of 1 ni osition ehicie escription olor Orientation 7 7 JFAFPISFL UJsll77S ESCURT SE 40K SEDAN CKEEN eaae Loc AAA WAY TAIT OONO LTE tr Terrie risa PEPE LCT ireliiritirrriiritirrrecr sere rererrrerr et tf zs os jee WW311784 ESCORT SE ADK SEDAN BEIGE oc Exception Exceptions ccvsquvunyveus REPEAT ETE ERENT ATEN RALARE HARARE EET Ered EzE EE ERM EREM EM i iai i Wu311791 ESCORT SE 4DR SEDAN UHITE oc Exceptions EEE earte aitti taaah i ati aa aiii eaii iiaa 4 7 IFAFPL3PY UW313998 ESCORT SE SEDAN RED or 7 4 WAY aceptions 96 348 9 26 38 06 0 Ob a 00 08 9 EE e n E Pore yeep rrr Peres ETUE EEEIEI EEEL ity re 35 Pree wai 796 ESCORT SE 4BR SEDAN GREEN Ereepts sutheatnkensennensTis rrvrererperrrersrerrrer T E yy tree errs ee an E S erent ARANEA TATRAN NAS i FAFPL3P7 WW311795 ESCORT SE 4DR SEDAN GREEN Eee pei ig WAY Stet t ionn cues uuccuuuuweru NENS anaE NNT EEEa Eiere er ETELE TEE TEE EE EIEEE rT rr ETTET T TETTA 4 ee an ee WHW311781 ESCORT SE 4DR SEDAN SILVER oc 2 tion stat husssauueunsnn e aie ri Taata a aa a Fi an ee WU311772 ESCORT SE 40R SEDAN WHITE f oc EsgSESEU0 Shewnau SFE SEPT ATW tenes ENEA EEE
196. ail Labor Rate Option Process may be used to increase the labor rate provided the retail rate is fair reasonable and competitive Only Warranty and Extended Service Plan ESP repairs performed on motor homes with body style E30 E35 E40 E45 and F53 may be submitted under the secondary P amp A code LABOR RATE Separation Option REQUEST OPTIONS The Separation Option is a three year program that automatically increases a dealer s warranty labor rate each year based on the change in the national Consumer Price Index CPI plus an adjustment factor Once enrolled in this program the hourly warranty labor rate is no longer dependent on the dealer s retail labor rate e A dealer enters the program by returning a signed enrollment form to the FCSD Regional Office during the enrollment period each April Enrollment forms will be provided each April to dealers e The dealer will receive increases each June 1 based on the change in CPI plus the adjustment factor while enrolled in the program e The adjustment factor is the relationship between the most recent 10 year rolling average of dealership service costs as reported in Dealer Financial Statements and the Consumer Price Index e For additional information contact your FCSD Regional Office Retail Rate Option An hourly warranty labor rate that is equal to a dealer s retail rate provided that rate is fair reasonable and competitive When requesting an increase in the warr
197. ain limit or if certain types of repairs are involved These requirements will vary Dealers must meet both state and Company requirements for damage disclosure October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 13 Zam WARRANTY amp POLICY MANUAL meee Ford normally prohibits the sale of vehicles as new if they require over 500 of disclosable in transit loss or damage repairs In these instances contact your FCSD Damaged Vehicles Operations Coordinator within five days of receiving the vehicle for handling procedures If Ford determines that the vehicle cannot be repaired and sold as new the Company Voids the original vehicle sale to the dealer Transfers vehicle title to Ford Reschedules a new vehicle as replacement Disclosable Conditions For Company policy purposes these include all in transit damage repairs that involve e Straightening realigning refinishing and or painting repaired or replaced sheet metal bolt on parts except for insignificant dents and scratches Non Disclosable Conditions For Company policy purposes these include all in transit loss or damage conditions that can be corrected by installing similar parts or accessories such as e Bolt on parts bumpers fenders hood deck lid instrument panel moldings NOTE Generally bolt on parts do not require painting or additional work as they are generally supplied in a manner in which they can merely be bolted on
198. air rates October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 41 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY REPLACEMENT OR REPAIR POLICY COMPLETE ASSEMBLIES continued COVERAGE amp OTHER REMARKS The approved procedure is to repair or replace component parts within an assembly rather than replacing the entire assembly The only exceptions to this procedure are when Disassembly reveals that the assembly cannot be repaired The cost of repairing replacing component parts would be higher than the cost of replacing the entire assembly The repair cost exceeds the cost cap for a specific Ford remanufactured exchange assembly lf a remanufactured assembly is not available obtain documentation from your Ford Powertrain Distributor that the part is out of stock With the documentation contact your region for an approval code The approval code MUST be entered on the warranty claim upon submission ESP covered repairs only for dealers on ESP prior approval the region approval code is NOT a substitute for an ESP prior approval Dealers MUST call 1 800 321 7790 for separate ESP prior approval NOTE The reason the repair cost is higher than the replacement cost must be entered in the Repair Description area of the claim form The assembly replacement is authorized in this Manual or other Company publ
199. air rates If there are no visible signs of liquid residue or mechanical damage including foreign objects as described above and the unit qualifies under the warranty time and mileage limits handle the repair as warranty In the absence of the above signs of abuse or neglect dealerships will not be subject to repair charges NOTE Products returned to the authorized radio service center with the manufacturer s bar code product ID Label altered or missing will not be covered under warranty Exceptions In the following situations submit parts and labor on Form 1863 6125 2 for Warranty Claims Payment e Ifan eligible repair is performed under an ESP Service Contract the dealership is responsible for paying the Radio Service Center for repair charges Repair charges including R amp R and freight charges may then be claimed by the dealership through ACES Il NOTE Only defective antennas are covered under warranty Missing bent or otherwise damaged antennas are not covered Power antenna masts with base part number 18A886 will be accepted as a valid warranty claim if the mast develops a bowed condition This does not include antenna assemblies Base P N 18850 or kinked bent masts caused by customer abuse i e car wash or garage door FCS 700 Tags will be issued for masts replaced under warranty SMONGL SAlWAS GAHSIH 009 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 65 600 amp
200. airborne material is only covered for 12 months 12 000 miles Airborne material covered includes acid rain Note Submission of Environmental claims for the bumper must be done so as identified in the category Airborne Material environmental fallout continued 3 22 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS BUMPER SYSTEM What is Not Covered continued e Any bumper system that has been altered or modified after the vehicle leaves Ford Motor Company s control i e assembly plant See category Alterations or Modifications Alterations Modifications include but are not limited to addition of holes repainting bumper stickers inability to remove brush guards and any after market packages Warranty for any after market packages should be pursued from the maker of the after market part Damage because of normal deterioration or due to improper maintenance care of the system Note Owners are expected to wash and wax their vehicle including the bumper system to remove harmful deposits from the vehicle s surfaces to help protect the finish Damage due to abuse misuse of vehicle or using the vehicle outside of its intended function i e pushing another vehicle by bumper contact use of abrasive materials and or harmful chemical cleaners to clean the bum
201. al Guidelines amp After Warranty Assistance e Safety Compliance and Emissions Recalls 4 1 e Dealer Self Approval Guidelines 4 6 e Atter Warranty Assistance 4 10 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Table of Contents Zam WARRANTY amp POLICY MANUAL meee Section 5 Reimbursement Policies Page Number e Labor Reimbursement Policies 5 1 e Parts Reimbursement Policies 5 8 e Chargebacks amp Appeal Procedures 5 15 e Miscellaneous Policies 5 18 Section 6 Ford Programs e Powertrain Exchanges 6 1 e Lifetime Service Guarantee Program 6 3 e Customer Satisfaction Programs 6 6 e Roadside Assistance Program 6 11 e Transportation Assistance Program 6 14 e Quality Certified Used Vehicle Program 6 16 section 7 Basic Claim Preparation ACES II Special Claims Preparation See ACES II Manual e Repair Shop Work Order Responsibilities 7 1 e Basic Claim Preparation 7 3 e Alternative Forms Required Entry Fields 7 14 Section 8 Warranty Performance Measurement e Warranty Measurement System and Controls Programs 8 1 e Warranty Expense Formula 8 3 e Warranty Controls Program 8 4 e Warranty Category Self Review Program 8 4 e Warranty Counseling Process 8 5 Section 9 Glossary Resources Forms and Publications e Glossary List of terms definitions and acronyms 9 1 e Resources VIN Breakdown Phone s Converting Miles to Kilometers 9 4 e OASIS 9 17 e VIN Coding Charts 9 19 e For
202. alers with satisfactory warranty performance usually have minimal warranty controls Regional Management may approve eligible dealers for After Warranty Assistance Authority These dealers may make After Warranty Assistance decisions within established guidelines without Regional Management authorization Dealers who do not administer Warranty and Policy effectively may be placed on one or more of the following controls e Increased Parts Retention Period In Dealership Claims Review In Dealership Parts Scrap e Prior Approval for Certain or all Repairs e Special Labor Controls e Standard Operation Time Recording e Special Requirements tailored to specific dealer e Removal of After Warranty Assistance P05 P07 Z05 e Removal of Dealer Self Approval Privileges actual time repeat repairs e Ford Motor Company reserves the right to update this list of controls and application of controls at any time WARRANTY CATEGORY SELF REVIEW PROGRAM The Category Self Review Program was developed to assist dealers in identifying what action if any is necessary to address abnormal warranty performance in an individual category The Program is designed to support development of an efficient and properly controlled service operation through identification of root cause s of abnormal performance and implementation of necessary process improvements Dealer selection criteria is based on flagging a condition in an individual category and demon
203. amp Higher Series Trucks Cab Structure 600 amp Higher Series Trucks Canadian Vehicles Repaired in U S Warranty and ESP Eligibility Cancellation Warranty See Warranty Cancellation Warranty Status Chang e Request Form Carlite Glass See Glass Replacement Cars and Light Trucks 600 and Higher Series Trucks Carrier Vehicle Deliver y to Dealer ship Responsibilities Waiting Time Causal Parts Parts Retention and Return Cellular Phone Certification Label Chargebacks Appeal Pr ocedure Appeal of Chargebacks OSL SPA Mail A udit Char gebacks Claim Warranty 1863 6125 2 Alternative Form Requirements Basic Preparation Dealership Employee Responsibilities Disposition Filing Systems Ordering See Forms Pending File Record Retention Submission Requirements See Repair Submission Loss amp Damage 3715 Destination Dealers Intent Claims Intransit Repair Dealers Index 4 Ford Motor Company Ford Motor Vehicle Assurance Company 3 47 3 6 3 142 3 66 3 66 3 2 amp 3 131 3 127 9 32 3 23 9 28 9 15 9 15 5 16 iN I a ss U SS S G NO PO PO ost O t StH NNN ANO Oo NOON I ee eek October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Clocking Time Recording 1 13 Clocks Also See Audio System Cars and Light Trucks 3 25 Clutch Adjustments See Adjustments 600 and Higher Series Trucks 3 61 Clutch Lining Disc Cars and L
204. ance Prep Package to ambulances will result in the New Vehicle Limited Warranty being voided emissions warranty remains valid October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 17 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY ANTENNAS ASSEMBLIES AUDIO SYSTEM COVERAGE amp OTHER REMARKS Bent or damaged antennas are not covered under warranty NOTE Only defective antennas are covered under warranty Missing bent or otherwise damaged antennas are not covered Power antenna masts with base part number 18A886 will be accepted as a valid warranty claim if the mast develops a bowed condition This does not include antenna assemblies Base P N 18850 or kinked bent masts caused by customer abuse i e car wash or garage door FCS 700 Tags will be issued for masts replaced under warranty e Company Supplied at No Charge All assemblies available for exchange may ONLY be used for repairs covered by the New Vehicle Limited Warranty A fixed handling allowance Is paid for major assemblies such as diesel engines See the Powertrain Reference Guide for current handling allowance amounts for other parts 1 0 hour at the dealership s labor rate may be claimed e Priced Ford assemblies Ford remanufactured and new assemblies are PRICED and PART NUMBERED assemblies distributed through dealerships faci
205. ancer and bolt diesel injector pump e Transmission Transmission case and all internal parts including torque converter and seals gaskets and governor assembly e Transfer Case Including all internal parts including seals and gaskets e Front Wheel Drive Final drive housing and all internal parts universal and constant velocity joints front wheel bearings axle shafts locking rings four wheel drive vehicles seals and gaskets automatic front locking hubs four wheel drive rear wheel bearings e Rear Wheel Drive Drive axle housing and all internal parts universal and constant velocity joints rear wheel bearings and retainers axle shafts seals and gaskets drive shaft front wheel bearings e Steering Power steering pump amp pulley cooler and lines couplings seals and gaskets manual and power steering gear housing and all internal parts including linkages control valve and column lock idler arm October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 17 m WARRANTY amp POLICY MANUAL meee e Front Suspension MacPherson struts front or rear upper and lower control arms including shafts amp bushings stabilizer bar linkage and bushings tie rods upper and lower ball joints king pins and bushings spindle and spindle supports Front end alignment and wheel balancing are not covered except when required in conjunction with a repair to a covered part e Brakes Master cylinder calipers
206. ances that are not equipped with the Ford Ambulance Prep Package e The mileage or the date of repair has been misrepresented or altered to place a vehicle within the coverage period e Repairs that are required to correct incomplete or improper previous repairs NOTE The Company pays dealers one time only for repairs or adjustments unless a part failure occurs or new technical information becomes available e Repairs that are made to improve appearance or performance beyond normal standards 3 4 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e Repairs that are not performed at a Ford Lincoln Mercury or THINK dealership unless performed as an emergency repair or as a dealer authorized sublet repair e Non defective parts that are replaced to modify a vehicle to the latest production design levels unless authorized by the Company e Repairs that alter the vehicle s original specifications e The part being replaced repaired or adjusted has no defect in factory supplied materials or workmanship e Engine Noise Internal Engine Problem Is not reimbursable if the engine has not been properly maintained e Failure of Low Speed or Reverse Gear Manual Shift Transmission Is not reimbursable if there is evidence of repeated abnormal shifting e Rear Axle Noise Is not reimbursable unless a diagnosis road test confirms that the noise is abnormal e
207. and light truck batteries BXT BXL amp BUC series and published 3 104 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Cost per Month for commercial BH series batteries Retail Customer Purchased Motorcraft Batteries Type D WARRANTY COVERAGES This warranty applies to all Motorcraft batteries sold after July 1 1994 and prior to September 30 1995 Warranty coverage periods for this type are Private Passenger Cars and Light Trucks Warranty Periods BATTERY TYPE WARRANTY COVERAGE GRATIS PERIOD BXT Tested Tough 75 months 12 months BX Tested Tough 72 months 12 months BR Tested Tough 60 months 12 months BUC A 1 Power 40 months 12 months BH Commercial Various coverages see Price List for specific information Fleet and Commercial Vehicles Warranty Periods BATTERY TYPE WARRANTY COVERAGE GRATIS PERIOD BH Commercial Various coverages see Price List for specific information REQUIRED DOCUMENTATION For replacement you must supply specific information as follows Non Commercial Original dated Service purchase receipt tear off warranty tag Commercial Fleet Installation date tear off warranty tag October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 105 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee NOTE Do not remove the warranty sticker tag on this battery until t
208. and prior model year vehicles are not eligible for PO5 assistance with tires TOWING amp ROADSIDE For most 1994 and later model cars and light trucks excluding ASSISTANCE Daily Rental Units towing is covered under the Roadside Assistance program Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to Bumper Warranty coverage See Section 6 for Program details Major daily rental vehicles e g Hertz Budget Enterprise etc are eligible for warranty towing Warranty tow claims for major daily rental vehicles must be submitted for payment by the dealership through ACES II using the miscellaneous code TOW These vehicles are NOT eligible for Roadside Assistance while in service as a rental vehicle Subsequent owners are eligible for any remaining Roadside Assistance coverage If towing is required as part of a Recall or Customer Satisfaction Program reimbursement may be claimed through the DWE ACES II system Enter TOW in the Misc Area of the claim enter a full explanation of the service call in the Technician Comments section of the claim and enter the tow invoice number in the invoice field of the claim See the ACES II User Manual Section 3 for complete details TRANSPORTATION See Section 6 ASSISTANCE TRAVEL OR e The chassis is covered by the New Vehicle Limited Warranty when MOTORHOME BUS The Ford chassis is
209. anty Status Change Request Form included in Section 9 e The corrected title must be from the state that originally branded the title and must have an issue date later than the brand date e Fax copy of clear title along with Warranty Status Change Request Form to the number noted at bottom of form Other Cancellation Categories In some instances Ford may cancel all or part of a vehicle s warranty due to customer abuse racing damage caused by modifications or weather improper conversion to a limousine etc In these instances a specific message will appear in OASIS such as Engine warranty coverage cancelled Powertrain warranty coverage cancelled Total Cancellation Rear Axle Cancelled Regional request etc October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 129 Zam WARRANTY amp POLICY MANUAL meee SERVICE CONTRACTS SERVICE CONTRACTS SUMMARY Several types of service contracts may be purchased to provide specific coverage to complement the warranty for eligible vehicles e Extended Service Plans Ford Extended Service Plans ESP for both new and used Ford and non Ford vehicles are service contracts which may be purchased by a customer to supplement the factory warranty of eligible vehicles These service contracts are not a warranty and are separate from the Ford New Vehicle Limited Warranty By participating in the sale of an ESP contract or the servicing of an eligible vehicle under an ESP contrac
210. anty labor rate using the retail rate option a dealer must be able to demonstrate e A retail rate that is consistent with sound business practices and is responsive to competition in a dealer s area of service responsibility October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 5 5 Zam WARRANTY amp POLICY MANUAL meee OVERLAPPING DUPLICATE LABOR RECAL RECALEM USAGE REQUIREMENTS NOTE To ascertain labor rate pricing for competitive dealers in the dealer s area of service responsibility Ford is NOT recommending that dealers discuss pricing practices with competitive dealers Rather providing evidence of competitive retail labor rate pricing practice should be limited to publicly available information e g posted retail labor rates e A consistent retail service pricing practice that demonstrates a retail service labor rate at least equal to the requested warranty labor rate e To assist in preparing a retail repair order analysis a consistent practice of listing on the office copy the number of actual or standard hours and tenths of hours being charged for each repair order shown on a repair order Listing of the hours on the customer copy of the repair orders is optional unless required by state or local law or regulation e A reasonable relationship between warranty and policy labor sales and total shop labor sales NOTE Once approved an increase in the dealer s warranty rate is effectiv
211. anual or in other Company publications 1995 and Newer models Service adjustments and alignments with or without a replacement of a part are covered for the full bumper to bumper warranty with the following exception e Front end alignment and wheel balancing are covered during the first 12 months or 12 000 miles whichever occurs first unless required by a warranty repair See Wheel Alignments in this section for additional coverage information HEADLAMP ADJUSTMENT e Preset during assembly Adjust only when beyond specification Headlamp adjustment required because of special bodies added to incomplete vehicles or because of special equipment installation modification conversion after the vehicle leaves the assembly plant is not reimbursable STEERING WHEEL ADJUSTMENT When correction is required correction is reimbursable as follows e Adjustments to correct Clear Vision on 1995 and later model light trucks having one tie rod adjuster sleeve are reimbursable under warranty Never remove and re index a steering wheel in a car or light truck with two tie rod adjuster sleeves When special bodies are added to incomplete vehicles i e chassis cabs alignment and wheel adjustments are not reimbursable under warranty NOTE Adjustments needed because special equipment Such as a snow plow has been installed are not covered October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 15 SMONGL LHOI
212. are encountered e Providing the Company with valuable repair information on a timely basis Service Management Responsibilities Service Management must review each repair to be submitted or resubmitted and enter a five digit approval code in the Approval Code box on the claim form The approval codes for repeat repairs and mileage inconsistencies and their definitions are e DDDRI1 Service Part Concern e DDDR2 New Technical Data Available e DDDRs Different Causal Part Failure e DDDR4 Other See the repair description area of the claim e DDDME Odometer or Repair Date Discrepancy with another paid repair Can only be used for the following mileage inconsistency return codes PO40 PO41 PO42 PO43 PO44 and PO45 Refer to the ACES II User Manual Chapter 8 for further instructions e ACES Il repeat repair return codes P010 and P011 require Customer Service Manager prior approval before resubmission Dealer with self approval authority may self approve repairs with repeat repair return codes P012 to P015 All repairs that are self approved must include a complete description of the circumstances on which the self approval was based including the technical source used in the decision process The description must be entered on both the repair and in DWE ACESII e Dealers who do not properly control the usage of repeat repair self approvals could lose the privilege When a dealer loses the privilege he she must thereafter o
213. arket Part Certification 3 92 BATTERY COVERAGE e Introduction 3 93 e General Information 3 93 e Battery Recharging 3 93 e Determining Months in Service 3 94 e Battery Disposal 3 94 e Claims Preparation Instructions 3 95 1996 and newer Ford Mercury Cars amp Light Trucks Lincolns 3 96 1993 1995 Ford Mercury Cars amp Light Trucks Lincolns 3 97 1993 and newer 600 and Higher Series Ford Trucks 3 98 e Retail Customer Purchased Motorcraft Batteries Determining Warranty Type 3 99 e Customer Purchased Motorcraft Battery Coverages 3 101 e Electric Ranger Traction Battery 3 107 e Original Equipment TH NK Battery 3 108 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee PAGE SERVICE PART WARRANTY COVERAGE NUMBER e Introduction 3 109 e Service Part Warranty Prior Approval 3 110 e Service Part Warranty Coverage 3 110 e Coverage Application 3 111 Dealer Installed Parts 3 111 Over the Counter Part Sales 3 112 e Determining Part or Accessory Warranty Start Date 3 112 e Service Parts and Accessories Warranty Statements 3 112 e Unique Service Parts amp Accessories Warranty Coverages 3 116 e Ford Remanufactured Parts Unique Service Part Coverage 3 119 e MotorCraft Parts Unique Service Part Coverage 3 122 WARRANTY CANCELLATION BRANDED TITLE e Warranty Cancellation Summary 3 127 e OASIS T Code Explanation 3 128 e Title Corrections Reinstating Warranty Coverage 3 129 e O
214. arranty e Each owner receives a letter which Informs the owner about the component concern Explains the effective dates and or the time and mileage limits of the program Presents the terms of coverage whether the repair is fully covered by the Company or is on a co pay basis Tells the owner when to take the vehicle to a dealership for inspection and if needed correction i e now or only if the condition exists e Before owners are notified each dealership receives a Dealer Letter via FMCDealer com which Identifies the condition and component involved Outlines inspection and repair procedures Provides parts ordering procedures Explains reimbursement terms Indicates if program is in OASIS If so VIN must be verified for eligibility October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 7 Zam WARRANTY amp POLICY MANUAL meee Using the Customer Satisfaction Program e Refer to the appropriate dealer letter e Make sure the vehicle is eligible for the repair e Repair the vehicle and or give the owner a refund as appropriate e Submit claim electronically via ACES II to obtain reimbursement Be sure to include the appropriate Customer Satisfaction Program Code For assistance in preparing the claim refer to ACES II User Manual IMPORTANT To request that a CSP on a specific vehicle be reopened contact the Special Service Support Cen
215. art for cars and light trucks shows which coverage should be applied When two or more coverages apply to a repair and all repairs parts are eligible for both coverages charge the customer the lowest of the two deductible amounts The ACES II System will automatically apply the lowest applicable deductible amount to the claim CARS AND LIGHT TRUCKS COVERAGE PRIORITY PRIORITY TIME MILEAGE DEDUCTIBLE SEQUENCE COVERAGE LIMITS FEE Service Part Warranty Variable Basic Warranty 12 12 Reacquired Vehicle Warranty 12 12 California 12 Unlimited Maintenance and Warranty Programs Variable Emissions Warranties Variable Bumper to Bumper New Vehicle Coverage Lincolns 4 yr 50 Ford Mercury 3 yr 36 THINK Neighbor 3 yr Unlimited Extended Service Plan ESP Variable Extended Service Plan ESP Variable Extended Service Plan ESP ESC Variable Extended Service Plan ESP ESC Variable Extended Service Plan ESP ESC Variable Labor charges or copay may apply unless covered by another warranty 3 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Related Damage Acomponent with one coverage may fail and damage another component covered for a different length of time or mileage To determine if the repair is reimbursable check the coverage of the component which caused the failure e Ifthe component that caused the failure is covered and damages a component tha
216. at in which it is being serviced enter in the Miles Km box an M if the odometer reading is in miles or a K if the odometer reading is in kilometers If the vehicle is equipped with an electronic odometer it is not necessary to use this field OASIS Response OASIS will confirm original date of sale If OASIS also indicates an open Recall Customer Satisfaction Program or Special Service Instruction enter the 5 character code number to identify the requirement Check OASIS to verify open Recalls Customer Satisfaction Programs Special Service Instructions ESP coverage coverage cancellation or other warranty coverages exist Service Installed Parts Information Use only when a service installed part or accessory has failed Enter information about service installed parts if applicable e If there is a repair or replacement of a service installed part or accessory write the date the part or accessory was originally installed e Distance miles kilometers accrued since date of original installation e If the part or accessory was an over the counter sale write the date of the sale and the distance accumulated on the part or accessory since the original purchase e Enter the repair order or invoice number when the part or accessory was originally installed or sold Date and Odometer Reading at time of vehicle release Enter the date and distance when the vehicle was released Service Advisor Number and
217. at predelivery only Front Only WIPER BLADES e Maintenance service not reimbursable e Factory defect Basic vehicle coverage October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 79 SMONGL SAlWAS GAHSIH 009 Zam WARRANTY amp POLICY MANUAL meee Extended Coverage Programs ESC Work Ready Fleets 600 AND HIGHER SERIES TRUCKS General Information Extended Coverage Programs may be purchased for certain 600 and higher series trucks These marketing programs provide coverages beyond the new truck warranty time and mileage periods Truck eligibility for the special coverage can be verified by checking OASIS 1998 and prior model year heavy trucks only Extended Service Contract ESC Work Ready and Non Work Ready Trucks The ESC Work Ready Truck coverages supplement the warranty coverages described in the Warranty Guide for 600 and higher series trucks Complete warranty ESC and Work Ready information and coverage is published in a Product and Sales Information book titled Warranty and ESC Guide 3 80 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee FEDERAL EMISSIONS COVERAGES There are two Federal emissions control system warranties a defect warranty and a performance warranty For 1999 2001 model year vehicles these warranties apply to all vehicles that are not eligible for California Emissions Warranty Coverage For all ot
218. at was ordered e Received with an option not ordered e Received without an ordered option e Received without standard equipment that can be an option e Received without an Owner Guide or received with an incorrect Owner Guide for the vehicle Refer to the ACES II User Manual for claiming procedures Missing items subject to theft or loss that are noted on the Loose Item Checklist are carrier responsibility and should be claimed as loss and damage not as a misbuilt vehicle claim Missing or wrong parts that are not options and are not listed on the Loose Item Checklist are plant responsibility and must be claimed on a warranty repair condition codes 38 and 39 may be used within 30 days of carrier drop off Responsibility This program is administered by the Misbuilt Vehicle Claims MVC Team for all cars and light trucks Misbuilt conditions should be identified at time of receipt during check in inspection Dealers should initiate their misbuilt claim request immediately no later than seven days after receipt of vehicle The dealership repairing the misbuilt condition should file the claim The claim must be signed and dated by an authorized representative of the dealership Documentation must be maintained for one year following Company notification of payment Dealers must submit a claim through DWE ACES II prior to making any repair FCSD Field Service Engineers Customer Service Managers or Sales Division Field Managers may b
219. atisfaction Programs Special Service Instructions and recalls All of the previously mentioned checks must be performed prior to delivery to the customer e The Sales Department should check with the Service Department in order to inform new owners of an accurate delivery time e The Service Department must prepare new vehicles according to the Predelivery Service Record checksheet e A Predelivery Service Record checksheet must be completed for each new vehicle and retained in the Customer Service File e The Service Department should perform any warranty repairs noted during the new vehicle inspection e Sales service and predelivery personnel should jointly inspect each vehicle prior to delivery to verify that it meets the Company s quality standards e The Sales Department must complete the Quality Delivery Assurance Checklist The dealer must complete and sign the checklist must obtain the customer signature on the checklist must retain a copy of the checklist in the New Vehicle Sales File must give a copy of the checklist to the customer NOTE When a Predelivery Service Record shows Check required adjustments and repairs are to be performed under Warranty and submitted through the Direct Warranty Entry DWE ACES II System using Form 1863 6125 2 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 25 Zam WARRANTY amp POLICY MANUAL meee When a Predelivery Service Recor
220. attery Claim Preparation Instructions REPLACEMENT BATTERY WARRANTY LABEL RETENTION REQUIREMENTS Motorcraft Batteries Sold Prior to October 1 1995 Original Equipment Production Installed Battery Replacements All Vehicle Lines Warranty Label Requirements Owner did not pay Attach the original tear off portion of the warranty label Pro rata Percentage to the file copy of the claim Adjustment Retain file copy of the claim for one year following Company notification of payment Owner did pay Attach original tear off portion of the warranty label to Pro rata Percentage the customer pay receipt Adjustment Retain the file copy of the claim with a copy of the tear off portion of the warranty label attached for one year following Company notification of payment For Retail Customer Purchased Service Installed or Over the Counter the battery warranty label must be attached to the customer paid receipt and given to the customer Motorcraft Batteries Sold After October 1 1995 After October 1 1995 Motorcraft battery labels do not have a customer tear off portion The top label on the battery does have a warranty tear off portion left hand bottom corner which must not be removed by the Dealer or Owner Removal of the label on a non defective battery voids the warranty IMPORTANT In no case should the tear off portion of the warranty label be mailed to Ford Customer Service Division October 2003 Ford Motor Company Ford Mot
221. be assigned the responsibility for Identifying on the Dealer Service Copy hard copy each technician including the team leader who worked on the vehicle by the last four digits of their Social Security Number SSN All technicians assigned to a repair must have their SSN entered on the Ford Claim Copy and their SSN must be entered in DWE ACES II when prompted for this information Entering each technician s time separately on the shop copy of the claim form or daily time ticket Approving any additional required repairs Add Ons found after the initial repair write up IMPORTANT Team only identification and team only time recording are not adequate to support claim payment October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 9 Zam WARRANTY amp POLICY MANUAL meee WARRANTY RECORD RESPONSIBILITIES Warranty Record Keeping CUSTOMER SERVICE FILE REQUIREMENTS The dealer is required to maintain complete individual service history files for all vehicles sold and serviced by the dealership These files are to be maintained by the vehicle identification number of the serviced vehicle The records and documents should be retained as long as the vehicles are within warranty but must be kept for one year following Company notification of payment Notification is by a Company check or through information on the ACES II Daily Repair Register The supporting documents must be available for Company examination in
222. bove with completed Form 1878 and prepaid transportation to the vendor s authorized service station Submit claim through DWE ACES II for removing and replacing the unit and for one way shipping if applicable NOTE Refer to Section 9 Resources Audio Systems Technical Assistance NOTE Do not send defective antennas antenna leads speakers or stand alone clocks to the service station for repairs These parts must be purchased from the PDC Audio Core Return Policy e Dealers using the advance audio exchange program overnight product delivery will have thirty 80 days to return the defective radio core to the authorized service station Cores not returned within 30 days will be billed to the dealership NOTE All advance exchanges include returnable shipping containers and shipping instructions to facilitate product return When a special shipping bracket is provided on the advance exchange radio it must be removed and installed in the core radio being returned Instructions will be included in the advance exchange shipping container for Audio products requiring such devices Failure to use special shipping brackets on returned radios may result in a charge to the dealer for additional damage done to the unit Ford Motor Company DOES NOT cover damage to or failure of an audio component caused by abuse or neglect The following inspection criteria must be used by dealership personnel to determine if an audio product radi
223. broken connecting rod is discovered The engine repair is not covered under the recall e Avehicle s hood latch is the subject of a safety recall While the customer was driving the latch fails and causes the hood to open resulting in damage to the vehicle s hood roof and windshield The hood roof and windshield are not covered unless authorized by the Company This type of damage is considered property damage See the paragraph in this section on property damage All repairs identified as related damage and submitted for payment MUST be completed at the same time the Recall or CSP is completed Subsequent repairs claimed as related damage will not be accepted for payment by ACES II unless authorized by the Special Service Support Center SSSC Special Service Support Center SSSC 1 800 325 5621 Property Damage If property damage has occurred as a result of the failure of an FSA listed component do not begin no charge repairs until authorized by the company see the Non Reimbursable Conditions and the Accident or Fire Claim Coverage Category in Section 3 of this manual If the event could have contributed to personal injury or a claim of property damage contact Consumer Affairs via fax using the Dealer Request for Consumer Affairs Review form found in Section 9 of this manual or the Litigation Prevention form found on FMCDealer com in the Applications Tools and Forms section If the claim involves a fleet vehicle
224. btain approval to submit claims for repeat repairs from the FOSD Customer Service Manager October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 9 Zam WARRANTY amp POLICY MANUAL meee AFTER WARRANTY ASSISTANCE AWA After Warranty Assistance AWA are payments made on a case by case basis for repairs not covered by the vehicle warranty service parts warranty or any Ford ESP or any non Ford service contract After Warranty Assistance may be made when a Ford Motor Company vehicle is not meeting customer expectations and there is an opportunity for increased customer satisfaction and owner loyalty In other words AWA decisions should be made on a case by case basis considering all factors including past loyalty and the likelinood of favorably influencing the customer s satisfaction and future sales and service intentions When granting assistance it is important that you know the customer profile Know the vehicle profile and know the situation For example you might consider e Is the customer loyal to the dealership for either service or purchase e Has the vehicle been properly maintained Decisions should be made quickly and proactively rather than as a reaction to the customer For additional information to assist you in deciding whether After Warranty Assistance is appropriate refer to the After Warranty Assistance section of the Road Map Your Guide to Dealership Operations Customer Handling Company Authorized
225. bumps etc Responsible for approving use of non Ford part Ford remanufactured or Motorcraft part during an emergency repair situation Responsible for approval of Dealer made Ajiter Warranty Assistance Responsible for pre authorization of Add On repairs Responsible for approving usage of No Problem Found NPF operation Responsible for tracking technician efficiency and productivity Responsible for reviewing repeat repairs CLAIMS ADMINISTRATOR RESPONSIBILITIES Reviews completed work order and verifies that the appropriate customer concern and condition codes have been entered on the claim Ensures that the appropriate Service Labor Time Standards Operations have been entered on the claim Ensures that Regional authorization commitment code has been entered on the claim when necessary Ensure a fleet authorization code is present on a Quality Fleet Care QFC claim if the repair visit exceeds the fleet company s pre set spending limit as displayed on OASIS Submits claim for payment DEALER PRINCIPAL GENERAL MANAGER RESPONSIBILITIES Responsible for authorizing warranty repairs on the following vehicles new vehicles in dealer inventory dealer demonstrators used cars in dealer inventory dealership rental units parts delivery vehicles courtesy shuttle NOTE Service Manager may also authorize repairs on dealership vehicles in place of dealer or general manager authorization at the discretion of the dealer 7
226. by the dealership through ACES II using the miscellaneous code TOW These vehicles are NOT eligible for Roadside Assistance while in service as a rental vehicle subsequent owners are eligible for any remaining Roadside Assistance coverage Dealership In Stock Vehicles New Dealer stock units are only eligible for Warranty tows Dealership must arrange for tow do not call Roadside Assistance Headquarters and submit claim for reimbursement through DWE ACES II using miscellaneous expense code Tow and stating Dealer Stock Unit in comments section Used vehicles in stock and dealership in service vehicles with warranty start dates are eligible for Roadside Assistance as applicable For more information on Lincoln Commitment Mercury Commitment and Ford Roadside Assistance programs see your dealership s Road Map Your Guide to Dealership Operations Customer Handling reference binder or your dealer Ford internet website FMCDealer com Roadside Assistance for 2000 2004 Model Year F 650 and F 750 Trucks Eligible Vehicles e 2000 2002 Model Year F 650 and F 750 Trucks are eligible for Roadside Assistance during the Basic Warranty period 2 years unlimited miles e Covers vehicles sold or leased in the U S and federalized territories only Covered Services e Towing e Lockout Assist doesn t include home site Dealer site service e Jump Start e 24 hour availability What is Not Covered
227. by the performance warranty if Their failure caused a covered part to fail The non covered part must be repaired or replaced to allow the covered part to work properly For example lf a catalyst covered fails at 30 000 miles due to the failure of an exhaust valve non covered and the exhaust valve must be replaced to make the catalyst repair effective Ford will pay for the exhaust valve replacement Federal Emissions Performance Warranty Guidelines Follow this procedure if your dealership is located in an area that is eligible for Federal performance warranty coverage and an owner requests a repair under these warranties Obtain written proof from the owner that the vehicle failed the Inspection and Maintenance I M test and attach a copy to the claim Verify that the vehicle is within the warranty period Based on the time and mileage of the vehicle determine whether the repair replacement or adjustment required to make the vehicle meet applicable standards is eligible for emissions performance warranty coverage Verify and document that the vehicle has not been abused misused tampered with or modified so as to cause or contribute to the emissions test failure Verify that the vehicle s failure was not caused by lack of proper maintenance If lack of maintenance appears to be the cause of the failure but the owner states that maintenance was properly performed request document support such as Itemized
228. c vehicle coverage CYLINDER CAB CORROSION Holes in sheet metal panels caused by corrosion PERFORATION perforation 1994 and later Models e F and B Series 3 years unlimited miles e All Series except F and B 5 years unlimited miles CAB STRUCTURE 1994 to 1999 Models e F and B Series 12 months unlimited miles e All Series except F and B 5 years unlimited miles 2000 2002 Model Year F 650 F 750 e 2 years Unlimited miles 3 66 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS CLUTCH LINING Disc e Maintenance Service Replacement of worn clutch disc lining is a maintenance service Not reimbursable e Factory Defect Basic vehicle coverage COMEBACKS amp REPEAT Not reimbursable Comebacks and Repeat Repairs Second or REPAIRS subsequent attempts to correct the same complaint will be charged back if adequate technical information was published at the time of the original repair See Section 4 for additional information on the Dealer Self Approval of Repeat Repair Guidelines COOLING SYSTEM Reimbursable at predelivery only CLEANING CO PAY REPAIRS In addition to those repairs on which the owner is required to pay a WARRANTY deductible amount there are other repairs usually to 600 and higher series trucks on which the owner is required to co pay a per
229. call 1 800 343 5338 Owner Dealer Refunds on Safety and Emissions Recalls Refer to Section 6 for Customer Satisfaction Program Refund Policy When all or a portion of a repair covered by a Recall is performed both the owner and the dealer are eligible for a refund when the e Owner has paid for the repair before the recall announcement or in the case of an emergency repair away from the servicing dealer after the recall announcement or the e Dealer has paid for the prior repair or the e Owner and or dealer has participated in After Warranty Assistance To request a refund the customer must provide an original paid receipt which identifies the vehicle by VIN and the component affected by the Recall The customer does not have to currently own the vehicle to be eligible for a refund The refund claim must be submitted separately and will not remove the vehicle s eligibility from OASIS unless specified otherwise in the program bulletin The vehicle will remain eligible for the recall until the repair is completed and a second claim is submitted Please note that under the requirements of the TREAD Act manufacturers are now required to provide customers with the ability to request a refund directly from the company Although Ford will fully comply with this new requirement we will continue to encourage customers to use authorized dealers to process refund requests October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4
230. capable regardless of the reason of allowing configuration in a compliant manner Failure to assure the dealership computer system fulfills the requirements could have a detrimental effect on warranty payments including Company issuance of chargebacks Required Functionality Examples Some examples of functionality necessary to meet Warranty and Policy Manual administration requirements include but are not limited to the following e The system must have appropriate levels of security to prevent tampering and unauthorized access to repair orders and supporting documentation e Technicians may not have time recorded on more than one repair order at a time and only one repair order may be assigned at a time e Accurate time recording is the responsibility of Service Management Time recording cannot begin until the technician has physically checked in for the day and initiated repairs to an assigned vehicle 1 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e Additions and or modifications to documentation must have an associated identifier indicating the individual making the change and or addition and the date and time of the change and or addition This would include but is not limited to additional repairs noted after initial customer write up technician comment entries time clocking entries and changes to vehicle information In the case of modifications all versio
231. causal part Determine the correct condition code from the technician s comments on the dealer service hard copy The Condition Code must be entered on the same line as the causal part Refer to your Condition Code Reference Sheet or the appendix of the ACES II User Manual Diagnostic Trouble Codes back of form Enter or attach diagnostic equipment test results and diagnostic trouble codes if applicable Repair Prior Approval Code lf Required contact Ford for approval code prior to performing repair October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 7 9 Zam WARRANTY amp POLICY MANUAL meen 27 Technician s Comments back of form Enter a complete detailed description of the repair s performed and the specific reason for the failure IMPORTANT Enter a complete description of the repair performed Comments defining how or why parts failed are vital to Company Engineering in their efforts to correct product concerns If you encounter a product concern that you want to report to Ford submit an Electronic Dealer Service Report through OASIS or call in a Job 1 Report on 1 800 322 5621 1 800 322 JOB1 NOTE Sufficient information also must be available on the dealer service hard copy and entered electronically to support certain repairs i e explanations of actual time diagnostic trouble codes and location and type of defect any time the KEY code A is used Close Repair Order 28 29 3
232. ce Ford Mercury and TH NK vehicles receive benefits of the Roadside Assistance Program only The Roadside Assistance Program is separate from the New Vehicle Limited Warranty but the program benefits run concurrently with the Bumper to Bumper warranty coverage except for Lincoln benefits which are provided for 4 years under Lincoln commitment Customers can call the following phone numbers 24 hours a day 365 days a year for assistance e 800 241 3673 Ford Mercury customers e 800 252 4221 THINK customers e 800 521 4140 Lincoln customers The Lincoln Commitment and Ford Roadside Assistance Programs provide roadside service for Towin Program provides for no charge towing for both warranty and non warranty purposes towing related to no start conditions or customer being stuck in mud or snow on or near paved roads The program does not include repossessions recoveries and impounds Under the program Ford Auto Club will give Ford Lincoln Mercury customers the option of towing their vehicle at no charge to the nearest fully trained Ford or Lincoln Mercury dealership or not fully trained dealership if requested by customer or to their selling dealership if the tow to the selling dealership will be less than 35 miles For tows over 35 miles customers will be towed at no charge to the nearest fully trained dealership or not fully trained dealership if requested by customer unless the customer is willing to pay the tow operator for
233. centage of the repair amount NON FORD the engine manufacturer not Ford e Includes support bearings U joints and slip yoke EMERGENCY New Ford or Ford remanufactured parts are normally required REPAIRS when making warranty repairs In some instances the required Ford NON VISITING AND part s may not be available from Ford or locally from other Ford or VISITING OWNER Lincoln Mercury dealers Ford will allow the use of a Motorcraft Ford Authorized remanufactured FAR part or a new non Ford part after the new vehicle delivery date to complete warranty repairs in the following situations OWNER IS NOT TRAVELING If the owner is NOT traveling and the vehicle is inoperative and DOES II displays one of the following messages Ford part is out of stock nationally D 99 status OBS Review Part Obsolete Not Replaced From the EMR Backorder Status Screen No Promise Date to be shipped unknown From the EMR Backorder Status Screen OWNER IS TRAVELING VISITING OWNER If the owner IS traveling visiting owner cannot return home overnight and the parts are not in dealership stock or available locally from another Ford or L M dealership continued October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 67 SMONGL SAlWAS GAHSIH X 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS EMER
234. ces requests may require additional review by the Controller s Office for exception payments or may be referred to other activities e g misbuilt claims for review and processing Response time is normally 8 working days 2 22 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 m WARRANTY amp POLICY MANUAL meee STORAGE OF NEW VEHICLES It is the dealer s responsibility to store new vehicles properly This responsibility includes maintaining vehicles in new condition When a vehicle is sold the dealership must follow predelivery procedures to deliver a vehicle which meets the Company s standards Repairs that are required because of improper storage maintenance or damage that occurs while the vehicles are in dealership storage are the responsibility of the dealer and are not reimbursable by Ford Motor Company IMPORTANT Throughout the duration of the vehicle s storage time any battery with a RED battery eye indicator must be recharged to minimize the possibility of permanent battery damage New Vehicles Damaged in Dealer Stock Before Delivery New vehicles damaged while in dealer stock should be repaired and restored to new condition before retail delivery If the vehicle cannot be repaired and sold as a new unit the Company may void the new vehicle warranty but not the Emissions Control Systems Warranties The Company will offer guidance in disposing of the vehicles When vehicles are sold on
235. ch Comments Field of the claim Resubmission of In Transit Damage Chargeback as Warranty Repair Repairs submitted without this statement may be returned as being Beyond 90 Days Supporting Documents Retention Requirements The following documents must be retained for one year following notification of payment to support loss and damage claim payment Bill of Lading Delivery Receipt Invoices for outside purchased parts or labor Delayed Inspection or Concealed Damage Letter 2 18 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Copy of the new vehicle invoice Invoice for replacement glass purchased from an outside source Copy of certified mail receipt if either a salvage parts notification or concealed damage delayed inspection letter was required All other documents supporting the repair s Disposition of Salvage Parts It is the carrier s responsibility to tell the dealership what to do with salvage parts Hold the salvage parts for 20 days from the claim payment date The carrier will instruct the dealership to either e Hold the parts for pickup by the carrier e Ship the parts to the carrier e Scrap the parts NOTE Damaged glass may be disposed of immediately Carrier Pickup of Parts Dealer Responsibilities e Before pickup circle the damaged area on the part with crayon or grease pencil e Hold parts to be pi
236. charge repairs until authorized by the Company Parts involved in accident personal injury or property damage MUST NOT be scrapped until authorized by the Company ACTUAL TIME LABOR An actual time labor operation B MT NPF is used when there is OPERATIONS no published labor operation in the Ford Service Labor Time Standards or other Company publications or for highly unusual repair situations when additional time is required to complete the repair A full description of the need for the actual time operation must be listed on the repair form and the request must be reasonable Dealerships must comply with time recording requirements noted in this manual whenever actual time labor operations are claimed 3 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS ADJUSTMENTS amp Adjustments required to correct factory defects no parts replaced ALIGNMENTS are reimbursable if they are not e Listed on the Predelivery Service Record checksheet as a required adjustment Performed to improve vehicle appearance or performance beyond normal standards A scheduled maintenance requirement To correct prior improper or incomplete dealer adjustments The Company reimburses dealerships only once for an adjustment unless a TSB ONP or recall is subsequently issued Prohibited elsewhere in this M
237. cked up for 60 days after receiving instructions from the carrier After 60 days mutilate and scrap the parts e When the parts are picked up have the carrier representative sign the Dealer File Copy of Form 3715 Retain this as a receipt Shipping Salvage Parts to Carrier Attach a tag to the parts shipment showing Vehicle Identification Number Form 3715 Number Bill of Lading Delivery Receipt Number Dealership Name Ship the parts collect Retain a copy of the freight documents or express receipt as proof of shipment No Carrier Instructions or Instructions to Scrap If the carrier does not issue instructions for disposition of salvage parts within 20 days or the carrier instructs the dealership to scrap the parts e Mutilate and scrap the parts e Retain the document received from the carrier that instructs the dealership to scrap the parts October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 19 Zam WARRANTY amp POLICY MANUAL meee MISBUILT MISINVOICED VEHICLES Misbuilt Vehicles IMPORTANT Corrective action of any kind i e ordering parts and or making repairs cannot be taken until the repair appears in the repair register under the paid repairs section The repair is then approved Failure to adhere to this policy could result in denial of the claim Misbuilt vehicles are those not built as ordered This includes vehicles e Received with an incorrect option versus wh
238. cle Coverage Reimbursable Replace weatherstrips under the following conditions e Workmanship defect e Defect in material abnormalities to surface or shape e Damage caused by normal open closing of door decklid etc Normal deterioration and customer misuse are not covered Wear caused by excessive contact while entering exiting vehicle is not covered Not Reimbursable Do not replace weatherstrips under the following conditions e Non damaged or non defective weatherstrip to repair a windnoise concern Non damaged or non defective weatherstrip to repair a loose or misaligned weatherstrip Reattach and or use adhesive as necessary Refer to service manual under Body Systems for repair instructions WHEEL ALIGNMENT Front tires damaged due to improperly set toe in on a vehicle driven from the assembly plant to the dealer or body builder are covered at the time of predelivery if damage is noticed during new vehicle inspection and noted on the bill of lading Caster installation of taper shims to correct lack of turn recovery that is noted during the predelivery inspection road test reimbursable at predelivery only Camber is not adjustable not covered When special bodies are added to incomplete vehicles i e chassis cabs alignments are not reimbursable under warranty NOTE Alignments needed because special equipment such as a snow plow has been installed are not covered WHEEL BALANCE Reimbursable
239. cle Limited Warranty e 1996 2004 Ford Mercury Cars amp Light Trucks e 1993 1995 Ford Mercury Cars amp Light Trucks e 1993 2004 600 and Higher Series Ford Trucks Retail Customer Purchased Motorcraft Batteries IMPORTANT All battery warranty replacement claims except claims for THINK Neighbor and Ford Electronic Ranger in ACES II must have battery codes generated from the Rotunda Micro 490 Tester Dealers are required to use the tester for diagnosis prior to all battery warranty repairs For all batteries which prove to be defective the tester will generate a unique ACES Il approval code and an engineering defect code Both codes will be required for ACES II warranty claim submissions including AWA and Service Parts Warranty but not for ESP claims The Retail Customer Purchased Motorcraft section contains information for the Motorcraft battery warranties in effect along with complete claim handling information for each warranty type A visual guide is provided to determine the correct type of warranty to use for each battery GENERAL INFORMATION Batteries within warranty coverage either original equipment production installed service installed or over the counter which are defective and will not hold a charge must be replaced with an equivalent Motorcraft battery The Company s warranty and policy coverage for labor towing if needed and related damage for Original Equipment Production Installed batteries also appl
240. cluding diesels transmission or final drive components caused by an aftermarket installed turbocharger supercharger e Repairs caused by damage or unreasonable use damage from road hazards accident fire or other casualty misuse negligence racing or failure caused by modifications or parts not authorized by or supplied by Ford e Damage from the environment airborne fallout acts of war chemicals tree sap salt hail windstorm lightning etc e Repairs resulting from lack of required maintenance failures caused by the owner neglecting to perform the required maintenance services set forth in the maintenance schedule of the Scheduled Maintenance Guide for the vehicle Costs of these routine maintenance services are not covered Proof of maintenance may be required which may include inspection of maintenance records October 2003 Repairs needed to a covered part caused by the failure of a non covered part Repairs to the vehicle if the odometer is altered broken or repaired replaced so that the actual mileage cannot be determined To the extent allowed by law loss of use of vehicle including loss of time inconvenience commercial loss consequential damages and personal expenses such as motels food gas and mileage Vehicles manufactured for sale outside of the United States and Canada Repairs to the vehicle performed outside of the U S and Canada and repairs required because of normal operati
241. comments section of the new repair order MUST CROSS REFERENCE THE REPAIR ORDER NUMBER OF THE INTENT REPAIR INTENT CLAIM EXAMPLE DM1ACEBB Ford ACES II Intransit Loss Damage 2001 08 16 UAE prU P amp A 000090 GSC USA Stat Paid VIN LFTZX17281NA35535 RprDt 2001 08 15 Dist 8 M Ssvelia 003615 LIC ST RO Rpr 043297 01 PamCad TD DmgCode 05120 o Carrier C Doc 0024687486 Deliv Dt 2001 08 11 Apvl 1 2 MU 00 00 CstCmt LEFT FRONT DOOR DAMAGED REPLACE TechCmt DOOR ON BACK ORDER XL32Z 1520124 BA Cost est 600 00 AC Ty Part LaborOp Misc Key Oty Hrs Ea Amt Invc Tech Core Total P 1520124 o 0 00 0 00 0 00 0 00 A B C D E P G H I J K gt P 0 00 L 0 00 M 0 00 PTC 0 00 TOT 0 00 F2 Appeal F4 ComOv F5 Cod Fo Stat F7 Prv F8 Nxt F9 Err Fll Anlst Fiz Rtn October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 17 Zam WARRANTY amp POLICY MANUAL meee Repair Verification by Carrier Carriers are required by law to investigate any in transit damage and determine their liability for the damage Therefore they may inspect vehicles after transportation damage repairs have been made to verify completion of repairs Any other method of verifying repairs photographs reports etc must be agreed to by carrier and dealer Delayed Denied Loss amp Damage Claims Payment Prompt careful inspection of each new vehicle and accurate noting of any loss or damage found during the inspection are essential
242. component to the WPRC in the container in which the replacement part was received TURBOCHARGER Engine Coverage 1992 and later models Emissions Defect Warranty An Engine Performance chart FPS 8485 and a copy of Form 1863 6125 2 must be enclosed in the container with the turbocharger and returned to WPRC for 6 6L 7 8L Ford diesel engines Only the diagnostic steps needed to determine the cause of the concern should be completed on the Engine Performance Chart UNAUTHORIZED OR The following are not reimbursable UNACCEPTABLE REPAIR Repair techniques that alter a vehicle s specifications beyond TECHNIQUES the limits outlined in the Shop Manual or other Company publications Techniques such as knurling pistons or valve guides re arching springs and adding leaves sleeving gasoline engine cylinder blocks and resurfacing head gasket surfaces on aluminum heads and block Resurfacing head gasket surfaces on any engine with an aluminum head and block UNIVERSAL JOINTS Drivetrain Coverage See Drivetrain Coverage Charts in this Includes Slip Yoke section VALVE GUIDES Engine Coverage See Engine Coverage Charts in this section Ream or Repair See Unauthorized or Unacceptable Repair Techniques October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 77 SMONGL SAlWAS GAHSIH X 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGO
243. ction Programs Special Service Instructions Recall or After Warranty Assistance are covered under the applicable Service Part Warranty or the remaining portion of the New Vehicle Limited Warranty if any whichever is greater e TH NK Ford Mercury and Lincoln Cars and Light Trucks The parts and accessories warranty is Dealer Installed e 12 months 12 000 miles whichever occurs first or e The remaining portion of the Ford New Vehicle Limited Warranty whichever is greater or e A greater warranty period listed under Unique Service Parts and Accessories in this section Sold Over the Counter e 12 months 12 000 miles whichever occurs first or e Agreater warranty period listed under Unique Service Parts and Accessories in this section 3 110 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e 60 0 and higher series trucks The parts and accessories warranty is Dealer Installed 12 months unlimited miles or The remaining portion of the Ford New Vehicle Limited Warranty whichever is greater or A greater warranty period listed under Unique Service Parts and Accessories in this section Sold Over the Counter 12 months unlimited miles or A greater warranty period listed under exceptions in this section IMPORTANT On March 13 1998 the Freightliner Corporation assumed parts distribution responsibilities for service parts unique to the p
244. d e Baffles gaskets and seals Valve Train Caterpillar e Camshaft and bearings Cummins and Detroit Fuel pump eccentric Diesel engines are e Rocker arm shafts and pivots warranted by the e Timing sprockets and chain engine manufacturer e Valve lifters and push rods e Valves springs dampers and retainers Water Pump and Gasket 3 58 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee COMPONENT COMPONENTS COVERED BY THE RELATED ITEMS NOT GROUP DRIVETRAIN WARRANTY COVERED FRONT AXLE ASSEMBLY e 1991 and later Model Beam Spindles King Pins Bushings FRONT AND REAR DRIVE AXLES Axle Housing and All Internal Parts e Drive axles e Gaskets and seals all AUTOMATIC Allison transmissions are warranted TRANSMISSION by their manufacturer Transmission Case and All Internal Parts e Auxiliary transmission and all internal parts e Clutch housing e Flywheel housing and cover MANUAL TRANSMISSION e Gaskets and seals all e Pilot bearing 7600 e Starter ring gear e Transfer case and all internal parts DRIVESHAFT Driveshaft Assembly e Slip yoke e Support bearings e Universal joints October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company e Axle bearings e Electrical components Clutch pressure plate and disc Clutch release bearing lever cable bracket and hub Miscellaneous external parts
245. d Motor Company the Company or Ford it is also referring to Ford Motor Company acting as agent and administrator for FMVA Where Ford Motor Vehicle Assurance Company provides the New Vehicle Limited Warranty dealers should not be representing that warranty as a manufacturer s warranty Policy programs are developed to pay for certain repairs not covered by the warranties While these are not legal obligations dealers are responsible for performing these repairs Policy programs include Customer Satisfaction After Warranty Assistance and Recalls Applying the provisions of this Manual will help us to satisfy new vehicle owners and protect the good name of Ford Motor Company and your dealership by providing quality warranty and policy service These practices will help all of us as partners to accomplish our goal of having the best satisfied vehicle owners in the world How to Use This Manual This Manual is divided into nine sections some of which are further divided into sub sections These sections and sub sections are listed and described in the Table of Contents The detailed Index appearing in the back of the Manual is cross referenced and will direct you to the Information in the Manual New and revised information contained in this Manual is identified by a vertical line on the outside margin of the page like the line adjacent to this paragraph Major changes are also summarized in the Warranty amp Policy Training Guide Oc
246. d be used during the Ford warranty coverage when available Motorcraft parts NOT ELIGIBLE for use during the New Vehicle Warranty are any part with a base part containing V D I Diesel Engines transmission assemblies These items may be used for emergency repairs see EMERGENCY REPAIRS in this section for details MOTORSPORT Competition parts are sold as is without any warranty whatsoever PARTS SVO Implied warranties including warranties of merchantability or fitness for a particular purpose are excluded where allowed by law The entire risk as to the quality and performance of such parts is with the buyer Should such parts prove defective following their purchase the buyer and not the manufacturer distributor or retailer assumes the entire cost of all necessary servicing or repair where allowed by law NON FORD PARTS The use of Ford or Motorcraft brand parts or products is required on all claims paid by Ford The cost of non Ford non Motorcraft products used for Ford paid repairs is not reimbursable except as noted below The use of non Ford parts is reimbursable when e Required to complete an emergency repair Follow the guidelines outlined under Emergency Repairs in this section Specified in a Recall Bulletin Customer Satisfaction Bulletin Special Service Instructions Technical Service Bulletin or other Company publication Used by an outside specialty shop when the parts are not sold by Fo
247. d publications If you do not have a copy and need one of these publications in your dealership please go to FMCDealer com e Extended Service Plan Program Manual e National Directory Ford Authorized Audio Systems e New Vehicle Receiving and Inspection Procedures Manual The following additional publications are helpful in administration of the Warranty and Policy Program Publication Name Ordering Procedure e ACES II User Manual Contact Archway Corp 734 713 3446 e ACES II Error Code Guide Contact Archway Corp 734 713 3446 e Dealer Parts and Accessories Policy and Procedure Manual Contact Budco 800 356 0792 e Powertrain Reference Guide Download from FMCDealer com e Owner Guides Contact Helm 800 782 4356 e Parts Coverage Directory Contact Archway Corp 734 713 3446 e Quick Reference Guide Warranty and ESP Summary Contact Archway Corp 734 713 3446 e Safety Compliance amp Emissions Recall Bulletins Download from FMCDealer com e Shop Manuals Contact Helm 888 737 8782 Current Model 800 782 4356 Past Model e Special Service Instructions and Download from FMCDealer com Customer Satisfaction Program Bulletins e Technical Service Bulletins Contact Helm 888 737 8782 Current Model 800 782 4356 Past Model e Warranty Guide Contact your FCSD Regional Office Also available from FMCDealer com and the dealer eStore October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 29 Zam WARRAN
248. d shows Check and Adjust or correct tighten top up etc required labor services are part of the predelivery allowance If fluids must be added the actual quantity used may be claimed through the DWE ACES II System using Form 1863 6125 2 Ford or Motorcraft branded material must be used IMPORTANT The Company randomly selects vehicles to be evaluated by Company personnel before they are shipped to dealers A decal will be on the window of vehicles driven more than 15 miles Do not remove the decals before delivering the vehicles The warranty will be extended to cover the evaluation mileage Owners should keep the decals to support repairs required during the mileage extension New Vehicles Delivered by Other Than the Selling Dealer The selling dealer is responsible for the predelivery inspection of vehicles delivered to locations other than the selling dealership This includes all vehicles fleet and retail shipped directly from the assembly plant to a body builder or another dealer The selling dealer e Must arrange for the inspection at time of carrier drop off and predelivery inspection through an authorized dealer or predelivery contractor near the place of delivery The Preparation and Conditioning Allowance will be paid directly to the dealer performing the courtesy delivery e Is responsible for damage resulting from failure to arrange for proper predelivery preparation Delivery Guidelines Normal Deliveries e Rep
249. delivery date to complete warranty repairs in the following situations OWNER IS NOT TRAVELING If the owner is NOT traveling and the vehicle is inoperative and DOES II displays one of the following messages Ford part is out of stock nationally D 99 status OBS Review Part Obsolete Not Replaced From the EMR Backorder Status Screen No Promise Date to be shipped unknown From the EMR Backorder Status Screen OWNER IS TRAVELING VISITING OWNER lf the owner IS traveling visiting owner cannot return home overnight and the parts are not in dealership stock or available locally from another Ford or L M dealership October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS October 2003 EMERGENCY REPAIRS NON VISITING AND VISITING OWNER continued EMISSIONS CONTROL SYSTEMS COMPONENTS FLUIDS amp FLUID USAGE GUIDELINES oils lubricants coolant refrigerant continued Ford Motor Company Ford Motor Vehicle Assurance Company Supporting Document Requirements A printout of the applicable DOES II screen must be retained in the customer service file for one year following Company notification of payment An explanation of the reason for using the Ford Authorized Remanufactured Motorcraft or new non Ford part must be entered in DWE ACES II The outside parts purchase invoice must be retained with the claim for one year fo
250. e Company October 2003 Zam WARRANTY amp POLICY MANUAL meen Customer Reimbursement retail and or independent installer The over the counter customer must present a copy of their original sales receipt for the Ford remanufactured engine or transmission Labor reimbursed to the over the counter customer will be calculated based on the standard hours listed in the Ford Service Labor Time Standards Manual multiplied by the Dealer s from which the engine assembly or component was purchased approved warranty labor rate in effect on the date of repair or the over the counter customer s actual labor amount whichever is less Towing is not covered for assemblies and parts sold over the counter For over the counter sales the selling dealer is responsible for submitting a warranty claim on behalf of the over the counter customer and reimbursing the customer for the claim Except as noted in the prior statements all provisions and procedures outlined in the Warranty and Policy Manual apply to Ford remanufactured engines and transmissions installed or sold over the counter by Dealers lf the end user of one of the products covered by this service parts limited warranty is traveling or has moved to a different locale any authorized Ford Lincoln or Mercury dealer may fulfill this limited warranty FOR A DEALER TO INVOKE THE FORD TO DEALER WARRANTY THE DEALER MUST HAVE PROVIDED THE CUSTOMER WITH A DEALER TO CUSTOMER WARRANTY THAT IS AS GO
251. e ESP Claim Comments field as to why a Motorcraft part was not used Warranty Repairs e Ford remanufactured small part assemblies Engine and Transmission assemblies are REQUIRED for use in Warranty repairs where the estimated repair cost exceeds the cost limit cap for the given engine or transmission Refer to the Master Parts Catalog for application information and to the Powertrain Reference Guide for cost caps and other program data e Motorcraft parts except those listed below should be used during the Ford warranty coverage when available Motorcraft parts NOT ELIGIBLE for use during the New Vehicle Warranty are any part with a base part number containing a V D I Diesel Engines transmission assemblies e Ford warranty coverage means all warranties applicable to the vehicle being considered i e 12 12 coverage Powertrain coverage Major Component coverage Bumper to Bumper coverage New Vehicle Limited Warranty Coverage Authorization Requirements e If Ford remanufactured FAR or Motorcraft parts are required but are not available new Ford parts may be used with an explanation in the comments field as to why a Ford remanufactured FAR or Motorcraft part was not used e Selected dealerships are required to obtain regional office price approval to submit a claim whenever new Ford parts are used where Ford remanufactured parts are required but not available e If Ford remanufactured parts are required but ar
252. e Ford reserves the right to debit dealers for claims that are rejected wholly or in part by the carrier lf a claim is denied the Dealer s Daily Repair Register reflects the debit The reason for the debit is shown on the face of the claim e If claims are submitted improperly Ford may Delay payment until final settlement with the carrier Require the dealership to submit claims directly to the carrier e Although Ford provides immediate reimbursement for loss and damage claims submitted by dealerships claims are not considered final until settlement is reached with the carrier e When a claim has been determined to not be carrier or dealer responsibility you will receive one of the following messages Damage under plastic wrap Please file a warranty claim D R Delivery Receipt states Factory Responsibility Please file a warranty claim Stress Crack Please file a warranty claim Wavy Metal Please file a warranty claim Poor Metal Finish Please file a warranty claim Dirt Trash in Paint Please file a warranty claim Misassembled Unit Please file a warranty claim e In instances where a Loss and Damage claim is charged back and you receive a message that instructs you to file a warranty claim and the repair has now exceeded the 90 day repair submission time limit file a warranty claim within 120 days from the date of chargeback and enter the following comments in the Te
253. e advance exchange shipping container for Audio products requiring such devices Failure to use special shipping brackets on returned radios may result in a charge to the dealer for additional damage done to the unit Ford Motor Company DOES NOT cover damage to or failure of an audio component caused by abuse or neglect The following inspection criteria must be used by dealership personnel to determine if an audio product radio tape or CD player is eligible for warranty repair replacement Carefully inspect bezel face for liquid residue sticky or shiny substance Determine if all buttons and knobs operate freely liquid frequently causes buttons to stick or require excessive pressure to actuate After unit is removed from instrument panel inspect top and bottom cover for signs of liquid residue Inspect player door area and interior of player for pry marks especially if tape CD is in the deck and will not eject Open player door and look carefully at levers and head assembly to see if they are bent or broken Also look for loose continued parts or foreign objects such as coins SMONGL LHOIT 8 SYVO October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 19 CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY AUDIO SYSTEM continued COVERAGE amp OTHER REMARKS If any of the previously listed conditions exist the unit is not cove
254. e asked to verify misbuilt conditions but are not authorized to approve repairs or make adjustments Misbuilt Procedure Cars amp Light Trucks Misbuilt claim requests are to be submitted through the Direct Warranty Entry DWE ACES II System using Form 1863 6125 2 Program Code MVC is required on all claims and only condition codes 38 wrong part or 39 missing part may be used When initiating a claim refer to the ACES II User Manual for the following claim examples e General Procedure e Tire Procedure e Radio Procedure 2 20 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e Option Credit Procedure e Complete Assembly Procedure Misbuilt Vehicle Claim status is available via the Repair Register You may receive any one of the following responses R99 e Approved for repair e Denied e Returned for more information further action required e Plant shipment of parts e Reinvoice vehicle to reflect existing condition e Replacement vehicle handled through your field office Questions on any response should be directed to Misbuilt Vehicle Claims 1 800 423 8851 For software concerns consult your software vendor Payment for repairs if approved is reflected on the Dealer Repair Register IMPORTANT CORRECTIVE ACTION OF ANY KIND INVOLVING A MISBUILT CONDITION i e ordering parts and or making repairs CANNOT BE TAKEN UNTIL THE REPAIR APPEARS IN THE REPAIR
255. e component that caused the failure is the subject of the FSA the repair is reimbursable For exceptions see the Non Reimbursable Conditions and the Accident or Fire Claim Coverage Category in Section 3 of this manual In addition certain programs may require prior approval If the failure is not the direct result of an FSA listed component failure the Special Service Support Center SSSC must be contacted prior to the repair unless otherwise specified in the Recall or Customer Satisfaction Program Bulletin Examples include Covered e An engine s oil pump is the subject of a Field Service Action While the customer is driving the vehicle the oil pump fails and the resulting lack of lubrication causes the engine to fail Repairs to the engine would be covered since the failure was caused by the failure of a covered component oil pump e An engine s oil pan gasket is the subject of a Customer Satisfaction Program CSP The gasket fails and due to the failure oil leaks into the engine s starter motor and causes It to fail The starter motor failure is related to the covered component oil pan gasket 4 4 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Not Covered e An engine s oil pump is the subject of a Field Service Action While the customer is driving the vehicle the engine fails Upon further inspection the oil pump is found to be functioning properly and a
256. e defective Rear Seat Console core to the authorized service station Cores not returned within 15 days will be billed to the dealership NOTE All advance exchanges include returnable shipping containers and shipping instructions to facilitate product returns Ford Motor Company DOES NOT cover damage to or failure of a Rear Seat Entertainment component caused by abuse or neglect The following inspection criteria must be used by dealership personnel to determine if a Rear Seat Entertainment System is eligible for warranty replacement e Carefully inspect the console inside and out for liquid residue sticky or shiny substance Determine if all buttons and knobs operate freely liquid frequently causes buttons to stick or require excessive pressure to actuate After console is removed from vehicle inspect top and bottom cover for signs of liquid residue Inspect VCR player door area and interior of player for pry marks especially if a tape is in the deck and will not eject Open VCR player door and look carefully at levers and head assembly to see if they are bent or broken Also look for loose parts or foreign objects Such as coins If any of the above conditions exist the unit is not covered under warranty Please contact the customer immediately and advise him her that the failure did not occur as a result of a factory defect asa result the damage is not covered under warranty Contact your local repair facility for retail rep
257. e due to stress cracks is 12 months in service regardless of miles driven even if caused by use and or exposure to the elements 6 Brake pad lining replacement coverage is 12 months 18 000 miles whichever occurs first for normal wear or defect 7 Tire vibration ride harshness and uneven rapid tire wear coverage is 12 months 12 000 miles whichever occurs first even though caused by maintenance and wear items such as wheel alignment or tire balancing NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance 3 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee ALL 2003 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Coverage e Ford Mercury a No Deductible e Lincoln Vehicles 6 No Deductible Lincoln e Maintenance Corrosion Perforati
258. e not available from the FAD the FAD will provide the dealership with authorization to repair the assembly October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 139 Zam WARRANTY amp POLICY MANUAL meee Procedure for Core For warranty repairs reimbursement for cores should normally be obtained from your Ford Authorized Distiributor see Section 1 Core Reimbursement from the Company for a list of core parts which should always be claimed via ACES Il Reimbursement for damaged cores involved when FAR parts are used in ESP repairs should be claimed via ACES II on the repair order where the part was replaced see Chapter 8 in the ACES II User Manual Ford Authorized Remanufacturer s FAR Warranty and Lifetime Parts Guarantee Coverage The FARs previously offered a Lifetime Parts Guarantee LPG for certain parts which may also be covered by ESP The Lifetime Parts Guarantee Is in addition to the warranty coverage provided by a FAR In the examples that follow the repair coverage is for the second or subsequent failure of a FAR part originally used in an ESP repair when the repair is still covered by ESP Refer to eligibility for FAR coverage before submitting ESP claims REPAIR CATEGORY FAR PAYS ESP PAYS CUSTOMER PROGRAM PAYS CODING 1 Covered by FAR e Applicable RLE warranty Parts Allowance e Tax and Loaner Covered by FAR e Parts e Labor RLE LIFETIME PARTS e Applicable GUARANTEE Parts Allowance e Tax and
259. e on a going forward basis only Standard Form Option Long Form A warranty labor rate that is a formula of technicians average hourly wage plus voluntary and legislated dealer paid fringe benefits The rate cannot exceed a dealer s retail rate NOTE Direct questions and requests for labor rate increases to your FCSD Customer Service Manager Overlapping labor is not reimbursable Overlapping labor is that in which two operations include duplicate repair steps The overlapping labor amount must be deducted from the second operation the remaining labor amount of the second operation must be claimed as actual time RECAL Recalibration and RECALEM Recalibration Emissions are causal part numbers used for claiming technician time for reprogramming a powertrain control module PCM RECAL and RECALEM have replaced 12A650 as the causal part for claims where the fix is reprogramming For situations where the PCM cannot be reprogrammed follow Powertrain Control Emissions Diagnosis Manual diagnostic procedures and warranty claiming instructions RECAL or RECALEM claiming is reimbursable e When performing an authorized reprogramming of a PCM according to TSB 97 9 8 e Using RECAL for non emission related driveability concerns e Using RECALEM for emissions related concerns e g check engine light on Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee ROAD TEST SUB
260. e since the installation was not customer paid b G d IMPORTANT Lifetime Limited Warranty or Lifelong limited guarantee not to be confused with Lifetime Service Guarantee to the original purchaser means As long as the ORIGINAL PURCHASER of the part or accessory owns the vehicle on which the part or accessory was installed For parts with a Lifetime Limited Warranty subsequent owners receive a 24 month 24 000 mile warranty from the warranty start date except bedliners and cargo liners subsequent owners receive no warranty coverage for these items Subsequent owners of parts with a Lifelong limited guarantee sheet metal receive no warranty coverage Labor is not covered beyond 12 months 12 000 miles if the vehicle is beyond the Bumper to Bumper warranty period no parts allowance at any time Same engine components as those covered by the powertrain warranty on 600 and higher series trucks Labor and parts allowance are not covered beyond 12 months 12 000 miles if the vehicle is beyond the Bumper to Bumper warranty period Labor is not covered beyond 12 months 12 000 miles if the vehicle is beyond the Bumper to Bumper warranty period 3 118 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Ford Remanufactured Parts Unique Service Part Coverage Ford Motor Company The American Road Dearborn MI 48121 Ford provides the following limited war
261. e used in claims preparation e Actual time may not be claimed for time spent calling the Technical Hotline for checking OASIS or for obtaining prior approvals IMPORTANT Non compliance with the above requirements or abuse of this authority may result in up to a 90 day conditional approval period or program cancellation In the event of cancellation at least 90 days must elapse before a Dealer can be reconsidered for the Dealer Self Approval of Actual Time Certain repairs may provide an administrative time allowance The administrative allowance may be claimed as noted below e Sublet Repairs on competitive make vehicles covered under Extended Service Contracts 0 5 hr admin time e Tire warranty repairs dealers not enrolled in the Ford Tire Program may claim 2 hr admin time for tire replacements they have performed at Ford Tire Program dealerships or original equipment tire manufacturer authorized retailers DIAG is a causal part number used for claiming technician time for diagnostics when no repair is performed and the customer s driveability related concern cannot be verified In instances where a customer concern is not driveability related and the concern cannot be verified the no problem found NPF operation may be claimed Refer to Section 4 NPF Usage Guidelines The following DIAG claiming requirements apply e DIAG can only be claimed when diagnosing driveability concerns where no cause has been identified
262. e warranty period The failed part is a Ford part The failed part is a covered component See Parts Coverage Directory FPS 8516 or is required to restore proper function of the MIL system The part failure is due to an emissions related defect in materials or workmanship and not due to tampering accident use of a non Ford part misuse misfueling modification or improper maintenance If the failed part is ineligible under the conditions listed above other parts damaged as a result of its failure are also ineligible for coverage Retain the parts removed See Parts Retention and Return Section 1 Prepare an emissions defect warranty claim on Form 1863 6125 2 Replacement of an emissions related component that serves both emissions and non emissions functions is eligible under the emissions defect warranty only if the emissions function is the concern requiring the replacement Powertrain control module replacements recalibrations that correct non emission e g speed control malfunctions are not covered by the emissions warranty The emissions defect warranty does not cover maintenance cleaning malfunctions damage or conditions resulting from tampering misuse misfueling or lack of proper maintenance If diagnosis reveals no emissions related defect the emissions defect warranties do not apply The emissions control systems warranties begin as soon as a vehicle is placed in service or delivered
263. echanical failure that they believe is related to the FSA If the component that caused the failure is the subject of the FSA the repair is reimbursable for exceptions see the Non Reimbursable Conditions and the Accident or Fire Claim Coverage Category in Section 3 of this manual In addition certain programs may require prior approval for related damage If the failure is not the direct result of an FSA listed component failure the Special Service Support Center SSSC must be contacted prior to the repair unless otherwise specified in the Recall or Customer Satisfaction Program Bulletin Examples include Covered e An engine s oil pump is the subject of a Field Service Action While the customer is driving the vehicle the oil pump fails and the resulting lack of lubrication causes the engine to fail Repairs to the engine would be covered since the failure was caused by the failure of a covered component oil pump e An engine s oil pan gasket is the subject of a Customer Satisfaction Program CSP The gasket fails and due to the failure oil leaks into the engine s starter motor and causes It to fail The starter motor failure is related to the covered component oil pan gasket Not Covered e An engine s oil pump is the subject of a Field Service Action While the customer is driving the vehicle the engine fails Upon further inspection the oil pump is found to be functioning properly and a broken connecting rod is discovered
264. ection Vehicles Sold Directly to the U S Government Deliveries to Body Companies Primary and Secondary Moves Prior Approval Requirements Repairs Requiring Authorization Pro Rata and Owner Participation Adjustments Cars and Light Trucks 600 and Higher Series Trucks Qo Quality Certified Used Vehicle Program Quality Fleet Care See ESP Program Manual and ACES II Manual R Racing Vehicles Used for Radiator Radiator Cleaning Cars and Light Trucks 600 and Higher Series Trucks Radio See Audio System Cars and Light Trucks 600 and Higher Series Trucks RapGard See Airborne Material Reacquired Vehicle RAV Rear Axle Powertrain Components 600 and Higher Series Trucks Rear Seat Entertainment System RECAL RECALEM Usage Requirements PCM Reprogramming Index 16 Ford Motor Company Ford Motor Vehicle Assurance Company 3 40 5 9 amp 6 1 2 25 2 28 2 26 2 26 2 25 2 25 2 28 2 11 1 1 3 40 3 73 6 16 3 138 3 40 3 40 3 73 3 18 3 63 3 16 3 142 3 58 3 41 5 6 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Recall Safety Compliance and Emissions 4 1 Vehicles with Cancelled Warranty Eligibility 3 129 Receipt Inspection and Storage of New Vehicles Dealer Responsibilities 2 5 General Information 2 1 Inspection of New Vehicles 2 6 Storage of New Vehicles 2 23 Record Retention Requirements 1 11 Recording Actual Time See Time Recording 1 14 Records See
265. ection 5 for refund information M Programs e g 01M08 03M02 These programs provide the customer additional coverage for a particular component or system Repairs are to be made ONLY if the described condition occurs i e fix only if broken See Section 5 for refund information Vehicles affected by M programs are identified in OASIS until the program expires Vehicles affected by M Programs are eligible for repeat repairs if the covered component or system fails again within the program coverage period Also in cases where the customer previously paid to have the repair performed the customer is eligible for both a refund and a repair Submission of an M program claim will not remove the vehicle from OASIS because vehicles affected are eligible for subsequent repairs if the affected condition recurs during the program time and mileage period QG Programs e g 03G01 These programs are Optional Product Improvement Programs and are to be performed only if requested by the customer Vehicles affected by G Programs are identified in OASIS until the program coverage term expires or until a customer requests the optional upgrade and a claim is submitted for payment against the program number Do not code the claim as warranty Please note that G Programs do not apply to dealer stock units L Programs e g 01L03 02L11 These programs are label or printed material revision program
266. ectronic Speedometer FCS 8601 Transmission Diagnostic Sheet Budco Phone 1 800 356 0792 FCS 8571 97 Customer Concern Code For Dealers Archway Phone Corp 734 713 3446 FCS 8572 97 Condition Code For Fleets Archway Phone Corp 734 713 3446 NOTE To order forms published by Ford Division or Lincoln Mercury Division prefixed by FM or LM contact the Administrative Manager at the Regional Sales Office Form Number and Name Ordering Source Ordering Procedure Warranty Guide FCSD Region Phone or Letter Office Service Publications for Helm Inc Ford Service Ford Motor Company Publication Div Publications vehicles including shop Detroit MI 48207 P O Box 07150 manuals D I Y Scheduled 313 865 5000 Maintenance Guide specification booklets electrical troubleshooting manuals wiring diagrams and owner guides Ford Service Publications Helm Inc Phone Order Form Maximum Order same as above or 50 Forms Letter October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 31 WARRANTY STATUS CHANGE REQUEST Vehicle Identification Number 222222 Model Year ___ _ Make Current Mileage Customer Name Dealer Name FCSD Region Please cancel the following warranty warranties on the above vehicle select the most applicable ___ Engine ____ Powertrain _ Transmission IMPORTANT Body Paint A CuDL issue MUST be opened when Rear Axle requesting a warranty cancellation ___ Entire Vehicle CuDL is
267. ed as dismantled fire flood junk reconstructed or salvaged or that has been determined to be a total loss by an insurance company The Company will also cancel warranty on any vehicle branded with true mileage unknown odometer not showing actual mileage or vehicles that have exceeded mechanical limits These vehicles have been severely damaged either through a collision or a natural disaster or have odometers with over 100 000 miles or odometers which have been altered and are ineligible for Ford warranty coverage NOTE Title branded vehicles remain eligible for Field Service Actions Recalls only unless specifically excluded in the program bulletin e The Company will also cancel warranty coverage on any vehicle that has been converted to an ambulance and is not equipped with the Ford ambulance prep package e 1999 and subsequent model year Town Cars converted to Limousines that are not equipped with the Limousine Builder s Package 418 have their wheelbase extended beyond 120 or have a GVWR that exceeds 7100 pounds will also have the New Vehicle Limited other Warranty voided e 2000 and subsequent model year Town Cars converted to a Limousine that are not equipped with the Limousine Builder s Package 418 has their wheelbase extended beyond 120 have a GVWR that exceeds 7100 pounds or have been modified by an entity or person other than a Lincoln Qualified Vehicle Modifier wi
268. ed by the engine manufacturer Refer to the Warranty Guide placed in the truck at the assembly plant IMPORTANT The information shown on the following charts is of aSummary nature For more complete information see the applicable Warranty Guide or specific areas of this manual i e Emissions Service Parts 600 and Higher Series Trucks Selected Coverage Guidelines Components Installed by K Tec or Mod Center e Selected non Ford components installed by Ford at K Tec or Mod Center are not covered by the new vehicle warranty Examples are fifth wheels liftgates PTOs second unit bodies stake dump van bus tag pusher axles mud flaps or other non Ford accessories e Non Ford components installed at K Tec and Mod Center that are similar to those released by Ford as RPO DSO are covered by the new vehicle warranty Examples are air dryers brake compressors air fairings gauges and electrical shutdown systems NOTE Refer to Warranty Guide for further information October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 53 SMONGL SAIGAS YAHSIH 009 Zam WARRANTY amp POLICY MANUAL meee F 650 and F 750 Series Trucks 2000 2004 MODEL F 650 and F 750 SERIES TRUCKS WARRANTY SUMMARY CHART COVERAGES 12 2 3 4 5 LIFE OF Coverage expires when either time or MONTHS YEARS YEARS YEARS YEARS TRUCK mileage limit is reached UNLIMITED MILES EXCEPT AS INDICATED BELOW Bac o o U S es Engine Ford
269. ed otherwise in emissions or safety recalls customer satisfaction programs TSBs or other Company publications that their cost is reimbursable 19 Key Exception Field The key column is used to indicate two different codes e O Outside Labor indicates that outside labor has been used e X CAUSAL PART indicates the part that caused the repair USED IN SINGLE SCREEN ONLY NOTE If needed more than one key code can be used per line for the same part 20 Quantity of each part needed Enter the quantity of each part replaced If a part or assembly was supplied at no cost leave the quantity column blank NOTE Leaving the quantity column blank will prevent the payment of that part line 21 Parts Amount optional if Ford prices part The dealer each price multiplied by the quantity Enter one of the following for each price e The dealer price for new Ford parts in effect at the time of repair e The exchange price of authorized remanufactured parts 7 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen 22 e The actual cost of outside purchased parts when no Ford part exists Ford cannot price actual cost parts NOTE If a quantity of one is used it is not necessary to enter an each price If a part or assembly was supplied at no cost leave the amount column blank Multiply the each price by the quantity Enter in
270. eipt must be given to the carrier representative Carrier Waiting Time Carrier tariffs and or contracts provide free time for unloading and inspection of vehicles The free time begins with the arrival of the carrier and is one hour for full loads and proportionately less time for less than full loads Inspection must be performed as quickly and accurately as possible Dealers are responsible for any delay charges incurred If a carrier representative refuses to wait in accordance with the above contact the carrier ramp phone number listed on the bill of lading delivery receipt or contact the Vehicle Claims Administration Unit 888 445 4234 Enter the arrival and departure time on the bill of lading delivery receipt Note the duration of any delay on the bill of lading delivery receipt October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 9 Zam WARRANTY amp POLICY MANUAL meee Missing Printed Material Missing Owner Guides Warranty Guides or other printed material may be requested from e Owner Guide To purchase an Owner Guide contact Helm at 1 800 782 4356 For missing at the time of carrier drop off or wrong Owner Guides file a misbuilt vehicle claim using OWNERGD as the casual part no charge repair MVC as the program code and 38 or 39 as the condition code along with appropriate comments e Warranty Guide Contact the Customer Relationship Center CRC Late After Hours Deliv
271. en the specified parts ARE NOT INCLUDED IN AN ASSEMBLY e Parts and labor are covered against defects for 12 months 12 000 miles whichever occurs first e Towing is not covered for parts sold over the counter Obtaining Warranty for Ford remanufactured Engines Transmissions Sold Over the Counter The over the counter customer retail customer fleet customer or general installer can at their option 1 Return the vehicle to the Dealer from which the assembly or component was purchased for repairs during regular business hours for repair by the Dealer or 2 Return the defective Ford remanufactured part to the Dealer from which the assembly or component was purchased during regular business hours for repair by the Dealer or 3 Obtain replacement parts from the Dealer that sold the Ford remanufactured engine or transmission to complete repairs using labor supplied by the over the counter customer Dealer Reimbursement e Engine assemblies and components found defective before installation on the vehicle or sale over the counter are to be returned for credit to your selling Ford Authorized Distributor for Powertrain Products e Dealers will be reimbursed for parts and labor if applicable at warranty rates e Reasonable removal and reinstallation labor is reimbursed when prior authorization is obtained e Towing is not covered for assemblies and parts sold over the counter 3 120 Ford Motor Company Ford Motor Vehicle Assuranc
272. epair e Duplicate claim payment e Overlapping labor operations only when clearly documented as such in the Service Labor Time Standards Manual e Rental Reimbursement ESP exceeds actual usage e No charge assembly claimed as purchased part e Sublet towing invoice less than amount claimed e Used vehicle reconditioned under ESP e Ineligible dealer administered After Warranty Assistance as stated in this Warranty and Policy Manual e Service part not on original repair order e Actual time that is not supported This includes instances where There is no clocking at all The total time claimed exceed clocked time charge back the difference The dealer has received a clocking letter and is required to clock actual time separately and does not comply NOTE This list provides dealerships with examples of the types of deficiencies that are subject to disallowance during the initial warranty review Follow up reviews and audits will be more comprehensive in nature Inclusion Exclusion of ESP Claims in Warranty Counseling Process Actions Excluding actions involving or resulting from the identification of false or fraudulent findings the determination of whether ESP claims are included excluded in Warranty Counseling Process actions is based on the status of the dealership s ESP loss ratio as described below e ESP loss ratio of 100 or greater ESP claims are included in Warranty Counseling Process action e ESP loss rati
273. eps 44 Steps 43 Performed By Performed By Performed By Dispatcher Warranty Claims Administrator Warranty Administrator Service Advisor Office Clerk Service Manager Warranty Claims Administrator Dealer General Manager 1 Customer Information Customer Name and Address Vehicle Identification Number Customer s Signature after concerns have been entered Fill in the owner information boxes based on dealer requirements Record the two character state code e g MI for Michigan and license plate number 2 Visiting Owner optional Check this box if your dealership did not sell this vehicle 3 Date of original Sale stock if not sold Enter the date of original sale or date vehicle was put in service optional whichever occurred first If the claim is for a vehicle in stock write Stock in this space This information can be confirmed through OASIS optional information Odometer Reading no tenths Enter the date and odometer reading at the time the vehicle was brought in for service miles kilometers Date of Repair Enter date repair order is written 4 Miles Km Indicator Exception Field No indication needs to be made if the sale and service of the vehicle were performed in the same country October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 5 Zam WARRANTY amp POLICY MANUAL meen 7 6 NOTE If vehicle was sold in a country other than th
274. equipped to repair the vehicle or to the selling dealer if distance is reasonable Refer to Aces II User Manual Section 3 Damage resulting from improper hoisting or towing methods is not covered Service calls are reimbursable under the same conditions that cover towing If it is more economical and practical to service an F600 or higher series Ford Truck on site rather than towing the vehicle to a dealership Ford will reimburse 1 technician travel time at actual time at the dealership s warranty labor rate and 2 mileage provided the total amount to be reimbursed is reasonable and does not exceed the normal amount that would have been allowed if the vehicle had been towed to the dealership There can not be a service call and a towing charge for the same repair The service call MUST be documented by the standard towing log requirements The DWE ACES II input for the service call must be designated as TOW in the Misc Area of the warranty claim with a full explanation of the service call in the Technician Comments section TRANSMISSION CASE Drivetrain Coverage See Drivetrain Coverage Chart in this AND ALL INTERNAL Section PARTS TRAVEL OR e The chassis is covered by the New Vehicle Limited Warranty MOTORHOME BUS OR when TRUCK BODY MOUNTED The Ford chassis is sold directly to a body or equipment ON A FORD CHASSIS manufacturer or a retail customer The unit carries a Ford VIN NOTE If the ve
275. equired due to foreign material entering CLEANING the system at the assembly plant BRAKE SYSTEM FLUID Fluid only not labor is reimbursable at predelivery when not supplied in the proper amount at the assembly plant BRAKE WHEEL e Replace the complete wheel cylinder drum brakes only CYLINDER e Repair the cylinder only when a complete assembly is not available and the cylinder is repairable BUMPER SYSTEM What is Covered e Bumper to Bumper Coverage e Repairs due to a defect in factory supplied material paint or workmanship with the exception of the items listed under What is Not Covered Defects include excessive dirt specs in paint thin paint runs sags in paint orange peel and clear coat build up 1 Repairs due to flaws in the material or paint peeling are covered for the full length of the warranty 2 Paint fading is covered for the full length of the warranty provided the customer has maintained the bumper system Repairs covered under the category Corrosion with the exception of the items listed under What is Not Covered Coverage included 1 Rust Corrosion without perforation up to 3 years 36 000 miles Exception Rust or corrosion damage obviously due to propagation from damage or scratches on the vehicle is not covered Repairs covered under the category Airborne material environmental fallout with the exception of the items listed under What is Not Covered Damage due to
276. er Assemblies e Parts and labor are covered against defects for 12 months 12 000 miles whichever occurs first e Towing is not covered for parts sold over the counter Diesel Engine and Component Prior Authorization Requirements All repairs exceeding 500 parts and labor require authorization prior to commencing the repair e All repairs including removal and reinstallation for assemblies and components sold over the counter require authorization prior to commencing repairs e Authorization can be requested by preparing a repair cost estimate and calling 800 837 7697 from 8 00 AM to 5 00 PM EST Monday through Friday October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 123 LdVd ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee O btaining Warranty for Motorcraft remanufactured Engines Transmissions Sold Over the Counter The over the counter customer retail customer fleet customer or general installer can at their option 1 2 3 Return the vehicle to the Dealer from which the assembly or component was purchased for repairs during regular business hours for repair by the Dealer or Return the defective Motorcraft remanufactured part to the Dealer from which the assembly or component was purchased during regular business hours for repair by the Dealer or Obtain replacement parts from the Dealer that sold the Motorcraft remanufactured engine or transmission to compl
277. er administered After Warranty Assistance as stated in the Warranty amp Policy Manual e Service part not on original repair order e Actual time that is not supported This includes instances where There is no clocking at all The total time claimed exceed clocked time charge back the difference The dealer has received a clocking letter and is required to clock actual time separately and does not comply Unsupported Payment Categories e Vehicle Part damaged not defective e Continuation claim bypasses deductible e Transportation claim for returned warranty part unsupported e Corrosion perforation claim unsupported e Standard time not improperly clocked as required by Region e Add On repair not approved e Non reimbursable shop supplies claimed e Outside part exceeds allowable amount e Unauthorized repair procedure e Sublet labor exceeds allowable amount October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 7 Zam WARRANTY amp POLICY MANUAL meen Owner refund lacks supporting documentation Service loaner records don t support usage Payroll records don t support Technician payment including hard copy LSG claim unsupported Inclusion Exclusion of ESP Claims in Warranty Counseling Process Actions Excluding actions involving or resulting from the identification of false or fraudulent findings the determination of whether ESP claims are included excluded in Warranty Counseling Process actions i
278. er in the invoice field of the claim See the ACES II User Manual Section 3 for complete details Related Damage on Recall and Customer Satisfaction Program CSP Repairs Field Service Actions FSA s Recalls and CSP s are issued to remedy concerns on affected vehicles They are generally issued to proactively inspect and if necessary repair or replace components to prevent component failure or improve component performance Preventing component failure and any associated related failure or damage is a result of the prompt and proper completion of FSA Dealership Responsibility Dealers are responsible for following the Recall Process and the Customer Satisfaction Program Process outlined in Sections 4 and 6 and for performing recalls promptly Customer Responsibility For FSA s that require customers to schedule a service appointment at the dealership Ford Motor Company makes every effort to contact these customers in a timely manner advise them of the reason for the FSA along with the potential risks in not having it performed and ask that they schedule an appointment without delay If the customer unreasonably delays in getting the work performed the Company reserves the right to deny coverage for any consequential damage caused by such delay Related Mechanical Failure During the course of an FSA inspection repair dealership personnel may encounter existing mechanical failure that they believe is related to the FSA If th
279. erage can refer to 12 12 and can also apply to vehicles having a longer basic vehicle coverage e g Bumper to Bumper and New York State coverage unless otherwise noted Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS ACCESS TIME Actual time taken to remove a properly installed Ford or non Ford part includes conversions such as motor homes in order to perform a warranty repair reimbursable When a vehicle has been sublet to an outside shop and a Ford or non Ford part must be removed to perform a warranty repair the following steps must be followed e When possible the dealership should remove the component and clock the time to be added to the repair as actual time before sending the vehicle to an outside shop lf dealership removal of the component is not possible the outside shop must provide detailed comments regarding the time required to remove the Ford or non Ford part The outside shop must list actual time separately and payment is based on actual cost if the cost is reasonable ACCIDENT OR FIRE This involves any condition which could have contributed to CLAIM personal injury or property damage In such a case e Contact Ford Consumer Affairs via fax using Dealer Request for Consumer Affairs Review which can be found in the forms section Section 9 of this manual Failure to obtain prior authorization from consumer affairs may result in denial of the warranty claim Do not begin no
280. eries Type A REPLACEMENT PROCEDURES After the battery is properly tested and found to be unserviceable by the dealer the battery is to be replaced with an equivalent Motorcraft battery in exchange for the Pro rata amount collected from the vehicle owner or at no cost on a Gratis basis described on the label The customer s cost of replacement on Pro rata claims is based on published Non Commercial cost per month i e 1 00 Cost per Month x 39 Month s Service 39 00 Customer Cost In the above example the Customer would pay 39 00 to replace the battery This example reflects a consumer replacement Pro rata adjustment For Fleet installed batteries the commercial warranty Cost per Month should be used If the defective battery was service installed not sold over the counter labor and towing if needed may be claimed from Ford The defective battery and required paperwork are returned to the Ford Authorized Distributor FAD for warranty replacement FADs are to replace the defective battery on either a gratis basis or for an amount equivalent to the Customer s Cost on Pro rata claims Published cost per month for Consumer Non Commercial service can be calculated by using the following formula Present Published List Price Number of Months Coverage Cost per Month For Fleet and Commercial service the Cost per Month is calculated at one half the Months Coverage for passenger car and light truck batteries BXT
281. eries When deliveries are made after business hours or at regular closing time follow these steps e Note the date and time of delivery on the bill of lading delivery receipt e The carrier must write the following statement on the bill of lading delivery receipt Vehicles received at the close of or after regular business hours subject to later inspection NOTE Do not sign the bill of lading delivery receipt for late deliveries without the above statement e When business hours are resumed immediately inspect the vehicles for intransit loss and damage e Either notify the carrier in writing certified mail with return receipt recommended of any damages or shortages including any concealed damage or shortage or return the signed copy of the carrier bill of lading delivery receipt within 48 hours of the inspection Failure to properly notify the carrier within the proper time frame could relieve the carrier of liability making it necessary for Ford to chargeback such claims to the dealer Concealed Damage Each vehicle should be placed on a hoist for an undercarriage inspection and when necessary road tested Concealed damage is e Damage which can be detected only through on hoist inspection or road testing after the carrier representative has left the dealership e A vehicle s trunk that cannot be inspected for loss or damage because of missing keys The dealer accepting delivery from the carrier must notify the car
282. ering Lube TOIL Transmission Fluid Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee FREIGHT CHARGES In instances where parts are not available from Ford Motor Company EMERGENCY ORDER GLASS REIMBURSEMENT OUTSIDE PURCHASED PART October 2003 and must be purchased from Cummins or Freightliner to complete repairs warranted by Ford on Ford 600 amp Higher Series Trucks any related freight or emergency order charges from Cummins or Freightliner are reimbursable at cost Claim freight charges using miscellaneous expense code FRGHT Refer to ACES II User Manual Section 5 Miscellaneous Expense entries for claiming procedures Dealerships must retain transportation receipts to support charges claimed See Glass Replacement in Section 3 behind Ford LM Cars and Light Trucks or 600 and Higher Series Trucks Tab for reimbursement information e Replace glass only with Carlite glass When a new Ford or remanufactured part is purchased from a source other than the Ford Parts Distribution Center or FAD and the cost is GREATER than the Ford part dealer price the price difference is reimbursable if the repair qualifies as an Emergency Repair The price difference is reimbursable at actual cost There is no parts allowance markup on the price difference PRDIFF amount Reimbursement is as follows Ford new or remanufactured or Motorcraft part purchased from anothe
283. erized claim tracking and accounting capability The Journal is maintained on Form FMC 19 to provide a record of claims submitted to the Company and to record and distribute the sales and cost of all labor and material It can also provide follow through information to the dealer about e Company payment of claims e Differences between amounts claimed and amounts paid e Any delays in payment on resubmitted claims Form FMC 19 may be ordered from outside suppliers In order to account for Warranty and Policy Claims accurately when claims are adjusted charge the difference to either the Parts Service or New Policy Adjustment accounts based on the dealership s accounting practices TIME RECORDING Time recording requirements apply to all labor for which reimbursement is claimed All dealerships must follow Warranty and Policy Manual procedures according to their time recording requirements The Company strongly recommends that time clocks be used to time record instead of handwritten time recording Time recording means entering the following information on the claim shop copy or daily time ticket The time and date when a repair is performed The repairing technician s identification A technician s time that is electronically recorded is an acceptable method of time recording provided that the computer system administrative controls are in place and operational Time Recording Requirements The following requirements ap
284. ers may use to convey a dealer to customer service parts and accessories warranty NOTE The Company s policies as they apply to production installed parts and accessories also apply to dealer installed parts and accessories and parts and accessories sold over the counter that are purchased from Ford except as noted in this Manual or other Company publications Copies of the following documents See document description below must be retained in the Customer Service File to support a Company paid repair for a service part or accessory repair or replacement VIN Req d Document Description Replacement No Over the counter parts sales invoice including engines and transmissions sold over the counter Motorcraft Direct Sale Agreement Canada only SSP Yes Special Service Part Use code SSP for service part repairs when a part has coverage greater than 12 12 e g Ford Remanufactured Engines excluding Lifetime coverages See pages 3 115 through 3 119 Remanufactured Lifetime Service Parts LSG Yes Lifetime Service Part Use for Lifetime Service Guarantee Claims Lifelong sheet Metal limited Guarantee claims and Lifetime Limited Warranty Claims HTC No Heavy Truck Over the Counter Service Part P33 Yes Lifetime Service Guarantee Portability Claim RSE No After Market Battery Warranty Replacement W O Battery Label Heavy Truck only October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 109 LdVd
285. ery Date or In Transit Mileage Accumulation 9 33 Service Advisor Checklist ESP Prior Approval 9 34 Dealer Request for Consumer Affairs Review 9 35 ESP Prior Approval Worksheet Competitive Make 9 36 October 2003 Ford Motor Company Zam WARRANTY amp POLICY MANUAL meen SECTION 9 GLOSSARY RESOURCES FORMS AND PUBLICATIONS GLOSSARY The terminology codes and abbreviations used throughout this Manual are defined here in alphabetical order ACES Il Automated Claims Editing System After Warranty Assistance Special repairs or refunds not covered by a AWA warranty Customer Satisfaction or Recall Program Authorization to Submit Claim The authorization or approval given by a Company Prior Approval representative to submit a claim BAC Business Assistance Center Causal Part The part that caused the repair or replacement of other parts CC Condition Code CCC Customer Concern Code CDS Computer Dealer Service CPI Consumer Price Index CRC Customer Relationship Center CSP formerly Owner Notification A Customer Satisfaction Program set up to inspect Program and if necessary repair or replace a component on specified vehicles or a customer satisfaction program established to provide extended coverage for a component system or condition Company Ford Motor Company CuDL Customer Data Link CVO Commercial Vehicle Operation Deductible Fee paid by the owner for each repair visit DOES Direct Order Entry
286. ery Service Record checksheet Adding oils lubricants and other fluids except refrigerant Inflating tires Touching up paint chips scratches or minor blemishes Reimbursable labor operations All other labor only operations are reimbursable unless stated otherwise in this Manual or other Company publications LABOR PERFORMED AT Reimbursable when OTHER THAN e Sublet to an outside specialty shop AUTHORIZED e Performed on an emergency basis and Ford and Lincoln DEALERSHIP Mercury dealerships are closed Refer to Section 5 Sublet LEGAL PARTS Parts involved in accident personal injury or property damage MUST not be scrapped until authorized by the Company See ACCIDENT OR FIRE CLAIM in this section for additional information October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 35 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY LIGHT BULBS LIMOUSINES Lincoln Town Cars and Ford Excursions converted to Limousines continued 2 Q COVERAGE amp OTHER REMARKS Interior and exterior light bulbs are covered for the duration of the Bumper to Bumper warranty Ford Motor Company authorizes only Qualified Vehicle Modifiers QVM s to perform Lincoln Town Car or Ford Excursion Limousine conversions Lincoln Town Cars are suitable for limousine conversions only if equipped w
287. es and instructions for Claim Entry Program administration and Claims Entry details and job aids are available on the Quality Fleet Care website www qfc com or by calling QFC Program Headquarters at 1 800 367 3221 3 138 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee FORD REMANUFACTURED AND MOTORCRAFT PARTS COVERAGE USAGE REQUIREMENTS General Information The same rules that apply to assembly repair versus replacement under the New Vehicle Limited Warranty also apply to assembly repair versus replacement covered under Extended Service Plan See Section 3 Replacement or Repair Policy Definition of RM Identifier Parts packed in a container marked remanufactured or Ford service part numbers that end with an RM suffix identify a remanufactured part In addition parts packed in a container marked remanufactured are also remanufactured irrespective of whether the part number has an RM suffix ESP Repairs The use of Ford or Motorcraft Remanufactured products is required for ESP repairs not covered by the New Vehicle Limited Warranty This requirement applies to all New and Used ESP contracts PowertrainCARE BaseCARE ExtraCARE and PremiumCARE in all plan years If Motorcraft parts are not available or are available but cannot be obtained within a reasonable period of time new or remanufactured Ford parts may be used with an explanation in th
288. ese training requirements have been established the dealer will receive a letter advising them of their shop competency targets The dealer will then be placed on edit deferred status for twelve months from the date of the shop competency target letter For buy sell agreements where the new dealer retains the prior dealer s parts and accessories P amp A code the new dealer will not be placed on edit deferred status unless the number of fully trained technicians decreases with the result being that the dealership s STST status level changes e g from shop competent to technician fully trained e No Fully Trained Technicians The dealership does not have at least one fully trained technician in the applicable specialty repair category and the dealership is not on edit deferred status If a dealership submits a claim with a labor operation s for repairs within that specialty category ACES II will not pay the repair Dealership Reports Dealers will receive one report on a monthly basis that will list each dealership technician s training status history The report which is titled Technical Training Planner lists all courses available for each of the ten specialties the names of all service personnel who have taken at least one course and the service personnel s status for each course Dealers should refer to this report for the most current curriculum requirements Dealer s shop competency status will be reported weekly v
289. esistant injectors DRI A Diesel Engine Performance Chart and a copy of Form 1863 6125 2 must be enclosed in the container with the nozzle and returned to the WPRC Only the diagnostic steps needed to determine the cause of the concern should be completed on the Diesel Engine Performance Chart Reimbursable at actual cost no markup when vehicles are delivered with less than the invoiced amount of fuel Form 1863 6125 2 may only be submitted for the amount of fuel required to refill the vehicle to the invoiced amount Only reimbursable when required due to foreign material entering the system at the assembly plant Bumper to Bumper Coverage on 1995 and newer models Unleaded gas with an octane rating of at least 87 must be used Gasoline with Detergents or Blended Fuels e g ethanol maximum 10 Methanol maximum 5 MTBE or other oxygenated fuels are acceptable See Owner Guide for further details Reimbursable Defective gaskets and seals are covered when installed properly for the same warranty period as the covered part with which they mate Not reimbursable Non defective gaskets and seals that have been installed improperly during a previous repair or must be replaced as part of a normal maintenance procedure GLASS REPLACEMENT Covered under the Bumper to Bumper Warranty stone chips and continued October 2003 scratches that result from use are not covered under the New Vehicle Limited Warranty For
290. esponsibility In accordance with provisions of the Sales and Service Agreement and this Manual dealers are required to provide warranty and policy service e g warranty ESP ESC Customer Satisfaction Programs and recalls for all vehicles they are franchised to sell Owners of Ford vehicles are recommended but not required to return to their selling dealer for warranty service 1 4 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Visiting Owner Emergency Repair Warranty Repairs Ford recommends that an owner take the vehicle to the selling dealer for warranty repairs however an owner may take the vehicle to any Ford Lincoln Mercury or THINK dealer authorized to repair their vehicle for warranty work See Emergency Repairs section 3 Magnuson Moss Act It is important for all Ford Lincoln Mercury and THINK dealers to become familiar with the Magnuson Moss Act because it applies to consumer products which include cars and light trucks as well as parts and accessories for them It does not cover 600 and higher series trucks or parts unique to them The Act regulates warranties and service contracts for consumer products however it does not require that a supplier give a warranty or that any particular coverage be provided The new vehicle warranty provided by Ford or FMVA is a Limited Warranty which complies with the Act As permitted under the Act implied
291. ete repairs using labor supplied by the over the counter customer Dealer Reimbursement Engine assemblies and components found defective before installation on the vehicle or sale over the counter are to be returned for credit to your selling Ford Authorized Distributor for Powertrain Products Dealers will be reimbursed for parts and labor if applicable at warranty rates Reasonable removal and reinstallation labor is reimbursed when prior authorization is obtained Towing is not covered for assemblies and parts sold over the counter Customer Reimbursement The over the counter customer must present a copy of their original sales receipt for the Motorcraft remanufactured engine or transmission Labor reimbursed to the over the counter customer will be calculated based on the standard hours listed in the Ford Service Labor Time Standards Manual multiplied by the Dealer s from which the engine assembly or component was purchased approved warranty labor rate in effect on the date of repair or the over the counter customer s actual labor amount whichever is less Towing is not covered for assemblies and parts sold over the counter For over the counter sales the selling dealer is responsible for submitting a warranty claim on behalf of the over the counter customer and reimbursing the customer for the claim Except as noted in the prior statements all provisions and procedures outlined in the Warranty and Policy Manual apply to Mo
292. etermines to be false or fraudulent will be so categorized and charged back during any Warranty Counseling Process Action Should a Warranty Counseling Process action identify false or fraudulent findings all claims including ESP submissions will be included in the audit regardless of the dealership s ESP performance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 8 5 m WARRANTY amp POLICY MANUAL meen The submission of false or fraudulent claims to the Company violates your Sales and service Agreemeni s and is a sufficiently substantial breach of faith between the Company and the dealer to warrant termination In appropriate circumstances where false or fraudulent claims are identified termination will be pursued regardless of whether it is a first time occurence All audits involving false or fraudulent findings require a follow up audit Initial Warranty Review Step 2 Dealerships are provided a minimum period of three months following the notification letter to improve their warranty performance before a warranty review will be conducted A Step 2 Root Cause Warranty Review will be conducted if a dealer s warranty performance continues to trend abnormally after entering the Warranty Counseling Process Dealerships are subject to chargeback during the initial warranty review for the limited disallowance categories listed below 8 6 Overpayment Categories e Customer and Ford billed for the same r
293. ever occurs first on certain Does not apply to direct injection diesel engine components A 100 deductible In Direct Injection Diesel per repair visit applies after the Bumper to Bumper Warranty Engines coverage period 3 years or 36 000 miles Refer to Parts Coverage Directory for a list of parts covered by the 7 3L D I and 6 0L Diesel Warranty NOTE Engines covered by this warranty can be identified by an F for 7 3L or a P for 6 0L engine code in VIN 8 position continued CARS amp LIGHT TRUCKS 3 26 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS DIESEL 7 3L D I and 6 0L ENGINE WARRANTY Covered components cylinder block heads and all internal parts intake and exhaust manifolds flywheel timing gear harmonic balancer valve covers oil pan and pump water pump fuel pump Fuel pump is covered on 2000 and prior model year vehicles only and fuel system excluding fuel lines and fuel tank high pressure lines gaskets and seals glow plugs turbocharger powertrain control module electronic driver unit injectors injection pressure sensor high pressure oil regulator exhaust back pressure regulator and sensor camshaft position sensor accelerator switch NOTE Some components also may be covered by the Emissions Warranties with no deductible IMPORTA
294. exchange assemblies ALL PARTS RECALLS All parts on the repair are to be returned in a carton with the tag wired to the causal part A copy of the claim must be included in the carton Use special shipping identification labels provided Warranty parts not recalled by the Company or awaiting pick up by an authorized remanufacturer distributor must be scrapped on a weekly basis Dealer Group FCSD Select Dealer Region Dealerships General Instructions Parts Handling Parts disposition instructions for the replaced parts will appear on the dealership overnight Parts Entry And Return System PEARS register on FMCDealer com The Warranty Parts Return Center WPRC electronically posts the daily PEARS register on FMCDealer com by the next business day after warranty claims have been accepted for payment by the Company The Parts Manager prints the daily PEARS register and FCS 700 return documents from FMCDealer com The register advises dealerships which warranty parts may be scrapped and which parts are required by Ford including the method by which the parts will be recalled FCS 700 Return Documents printed at the dealership or picked up by a Ford Regional Core Recovery Center RCRC 1 18 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Parts Retention Select Dealer Region dealerships may scrap at the time of repair all warranty ESP parts including parts from Custo
295. following guidelines apply Ford and Mercury Vehicles Powertrain repair up to 2000 per visit on vehicles with less than 6 years 75 000 miles in service Blue Oval Mercury Advantage and Lincoln Premier Experience certified dealers up to 3000 per visit Lincoln Vehicles Powertrain repair up to 2000 per visit on vehicles with less than 7 years 75 000 miles in service Blue Oval Mercury Advantage and Lincoln Premier Experience certified dealers up to 3000 per visit A minimum customer contribution of 495 is required The dealership must provide the customer the appropriate ESP Contract provisions P07 may not be used for customer refunds NOTE AWA P05 P07 may not be used together during the same repair visit IMPORTANT All gasoline engine assemblies replaced under the New Vehicle Limited Warranty Service Part Warranty and After Warranty Assistance will require additional prior approval from the Technical Hotline Examples of engine assembly base part numbers included in the prior approval program are 6006 sealed long block 6007 complete engine 6012 remanufactured long block 6V012 Motorcraft engine direct ship engines and free engine exchanges Program Code Z05 e Medium and Heavy trucks with less than 4 years 200 000 miles in service whichever occurs first Ford s contribution is limited to Up to 1 000 per visit October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 11
296. for assemblies and parts sold over the counter IMPORTANT When a service part or accessory fails and is replaced or exchanged under Service Parts Warranty the replacement part or accessory assumes only the remaining unexpired portion of the warranty on the original replacement part or accessory The warranty period does not start over Determining the Part or Accessory Warranty Start Date e Dealer installed part or accessory The date of installation e Over the counter sale to a retail purchaser The date of sale e Over the counter sale to a fleet or wholesaler The date the part or accessory is installed could be later than the date of sale Service Parts and Accessories Warranty Statements COMPANY PARTS AND ACCESSORIES LIMITED WARRANTY COMPANY TO DEALER Ford Motor Company The American Road Dearborn MI 48121 Ford warrants to the dealer that Ford will credit the dealer for any new part or accessory sold by Ford that is found to be defective in factory supplied material or workmanship Coverage is as follows THINK Ford Mercury and Lincoln cars and light trucks e 12 months 12 000 miles whichever occurs first from the part or accessory warranty start date 600 and higher series trucks e Parts and accessories for 12 months unlimited miles from the part or accessory warranty start date NOTE See UNIQUE WARRANTY COVERAGES in this section for additional coverage when applicable Warranty Begins e Parts and access
297. form is used for a vehicle repair visit indicate those forms in the cross reference box The owner s name and VIN should be included on the cross referenced repair orders It is not a Ford requirement to complete the rest of the repair visit information on the additional forms Example of cross referencing CLAIM CROSS REFERENCED TO 100001 100002 100002 100001 13 Deductible If any repair is covered by a Ford service contract or warranty that states the customer is responsible for a deductible amount that amount needs to be listed here NOTE This one deductible amount applies to all repairs in this visit Do not subtract the deductible from any individual repair total 14 P amp A Dealer Code Use to indicate the repairing dealer s P amp A Dealer Code if someone other than the repairing dealer will be submitting the claim 15 Owner Signature The Owner must sign the Form s When all Service Write Up Entries are completed detach the dealership service hard copy and send it to the dispatcher Send the other copies to the Parts Department Dispatch Route repair to appropriate Technician 16 Technician Identification Required once per repair for each technician or team working on the repair e Enter the technician ID number last 4 digits of SSN for each repairing technician October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 7 7 Zam WARRANTY amp POLICY MANUAL meen Parts Department Entries T
298. g Station 3 24 e Dealers using the advance cellular phone exchange program overnight product delivery will have thirty 80 days to return the defective handset transceiver or coil cord to the authorized service station Cores not returned will be billed to the dealership IMPORTANT Handset damage due to customer abuse or water intrusion and bent or damaged antennas are not covered under warranty Bumper to Bumper Coverage The Ford Premium Hands Free System by Cell Port Supplier s brand name is a cell phone docking station developed to meet Ford specifications This system is available as a fleet only Regular Production Option for certain Ford Fleet accounts on select Ford Motor Company vehicles This system is also sold as a Ford dealer installed accessory to any retail customer The system consists of Description Ford Service Part Base Number Docking Station 1606024 Windstar or 19A384 Taurus Sable and Ford dealer accessory kits Microphone 19A391 Antenna Mast 18A886 Antenna Base 19A390 Main Wire Harness 14588 Mic Antenna Wire Harness 18812 Mounting Bracket 19A384 Pocket Adapters 19A464 All of these component parts are warranted by Ford Motor Company and serviced by it s dealers They are covered by either Ford Motor Company s 3 36 or Lincoln s 4 50 Bumper to Bumper warranty RPO or by the Ford Lincoln Accessory Warranty dealer installed kit For technical hotline assis
299. ge Vehicles with a GVWR over 8 500 Ibs are not eligible for 8 80 coverage Covers catalytic converters including heat shields compuvalve electronic emissions control unit PCM onboard emissions diagnostic device and vehicle communication link VCL module 5 Emissions Warranties do not apply to TH NK vehicles 6 Shock absorbers clutch disc if equipped engine belts and hoses brake pads and linings wiper blades and spark plugs will be covered for 3 years or 36 000 miles for replacements necessary due to wear NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 9 SMONGL LHOIT 8 SUVO CARS amp LIGHT TRUCKS Zs WARRANTY amp POLICY MANUAL mee ALL 2002 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES MILES MILES MILES MILES MILEAGE EXCEPTIONS ARE INDICATED BELOW Bumper to Bumper Cove
300. gher Series Trucks This section describes warranty applications by various categories Coverage may vary for some trucks and some components based on model year series date of sale and engine application In addition some repairs require the owner to pay a percentage of the cost To determine warranty coverage either basic or another coverage refer to the Warranty Coverage Summary Charts Section 3 IMPORTANT Only certified Cargo and Ford Diesel Engine dealers are approved to perform repairs on Cargo trucks and Ford Diesel Engines POWERTRAIN COMPONENTS FOR 600 AND HIGHER SERIES TRUCKS COMPONENT COMPONENTS COVERED BY RELATED ITEMS NOT GROUP ENGINE WARRANTY COVERED ENGINE Cylinder Block Carburetor e Connecting rods and bearings Drive Belts e Core plugs Electrical parts ignition e Crankshaft bearings and seals charging starting e Front cover gaskets and seals Engine governor gas e Oil pan gaskets and seals Engine ventilation or e Oil pump and shaft emissions parts e Pistons pins and rings Exhaust system e Turbocharger amp associated parts Fan e Fuel injection pump lines Fuel pump gas and fuel shut off solenoid Manifold heat control e Fuel injector nozzles Oil dipstick e Governor Ford diesel Pulleys e Fuel lift pump Ford diesel Radiator and cooling e Thermostat Ford diesel system components Thermostat gas Cylinder Head e Core plugs e Gaskets and valve covers Exhaust Manifold Intake Manifol
301. gram Code Approvals There are two types of approvals e Approval to perform a repair and e Authorization to submit claim If a dealer has a self approval code or has obtained an approval number from a plant Customer Assistance Center General Office or regional office the assigned code must be entered here If two approvals have been obtained enter both Parts Sub Total Sum of Amount column 21 add up the amount of parts for each repair Parts Allowance Total Sum of parts eligible for applicable parts allowance multiplied by the mark up rate Calculate the applicable parts allowance total based on the parts sub total Core Sum of Core column 22 NOTE Add all of these boxes together and enter the amount in the Parts Total column for each repair Parts Total Sum total of above October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 7 11 Zam WARRANTY amp POLICY MANUAL meen 35 36 37 38 39 40 Labor Total Sum of Labor Amount column 29 Add the amounts in the Labor Amount column Enter in the Labor Total NOTE Extended totals for entries 30 35 should be calculated for each repair As an example if there are four repairs the sum of the four totals will be entered in the total column box Miscellaneous Expense Total Sum of Miscellaneous section for the repair number 30 Add up all miscellaneous expenses BY REPAIR and enter in the Misc Total box Administrative Allowance Ente
302. he Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty coverage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to Bumper Warranty Coverage 4 Passenger cars and light duty trucks are eligible for 8 80 coverage Vehicles with a GVWR over 8 500 Ibs are not eligible for 8 80 coverage Covers catalytic converters including heat shields electronic emissions control unit PCM and onboard emissions diagnostic device 5 The Federal Emission coverage is limited to vehicles not eligible for the California Emissions Warranty NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance 3 12 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee ALL 1997 1999 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24
303. he Parts Department then enters the applicable parts information on the warranty repair form Parts Department personnel enter the following 17 Repair Number Enter the same repair number that was assigned to the customer concern for which this part applies You may use numbers or letters to indicate the order of your repairs Use the repair number column to assign parts to repair numbers 18 Part Number amp Name Ifthe part is replaced enter the entire part number Ifthe part is adjusted or repaired enter the full Ford part number If the full part number is not available the causal base number is acceptable Partnumber and name Enter in the prefix basic and suffix numbers and name of all Ford parts which relate to the repair description in the right hand column The part name may be entered at the dealer s option required in some states provinces e Enter the Motorcraft or Supplier Direct Ship SDS part number when used If this is the causal part enter the equivalent Ford base part number ona separate line from the Motorcraft or Supplier Direct Ship part number e When parts are purchased from outside sources follow the procedure for special preparation of outside part repairs in the ACES II User Manual NOTE Normal shop supplies such as adhesives lubricants tubes and sprays solvents cleaners rust inhibitors thread lock rags film electrical tape etc are not reimbursable separately unless stat
304. he customer requests warranty adjustment ETA Motorcraft Batteries Type D cont REPLACEMENT PROCEDURES After the FAD tests the battery and determines that is is unserviceable the Dealer Retailer receives an equivalent Motorcraft battery in exchange for the Pro Rata amount collected from the vehicle owner or at no cost on a Gratis basis as described on the label The Dealer Retailer cost of replacement on Pro rata claims is based on published Non Commercial cost per month Example 1 00 Cost per Month x 29 Months Service 29 00 Replacement Cost In the above example the Customer would pay 29 00 to replace the battery FADs will receive a credit from FCSD based on Warehouse Distributor Lowest Acquisition Cost WDLAC less the Replacement COst plus a claim handling allowance of 2 25 If the amount collected from the Dealer Retailer exceeds WDLAC no credit will be issued This example reflects a consumer replacement Pro Rata adjustment For Fleet installed batteries use the commmercial warranty Cost per Month See below How to Calculate Cost per Month e Calculate the Published cost per month for Consumer Non Commercial by using the following formula Present Published List Price Number of Months Coverage Cost per Month e For Fleet and Commercial service calculate the Cost per Month at one half the Months Coverage for passenger car and light truck batteries BXT BXL amp BUC series and published Cost per Mo
305. he repair cost exceeds the current N A D A trade in value of the vehicle e Submit the repair claim to Ford using the ACES II claims payment system The transaction code for the Super Seal program is L26 Include the Super Seal Headquarters authorization number for the vehicle s repair in the repair description area of the form Super Seal Vehicle Repair Procedure Competitive Make Products Follow this procedure before making a Super Seal service contract repair on a vehicle with inside to outside corrosion perforation e Make sure the vehicle is beyond the manufacturer s corrosion warranty e Verify vehicle eligibility by calling Super Seal Headquarters at 1 800 521 4144 to check the following items Vehicle program registration Original or transferred ownership Required inspections performed Time in Service greater than corrosion perforation warranty coverage and for commercial vehicles less than 5 years Perforated components are covered see provisions of contract Inside to outside perforation Repair cost is not beyond N A D A trade in value of vehicle October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 137 Zam WARRANTY amp POLICY MANUAL meee If the vehicle is eligible a unique authorization number is issued for that vehicle s repair e Perform the repair or request a cash settlement if the repair cost exceeds the wholesale value of the vehicle Covered repair will be appr
306. hed that After Warranty Assistance will help prevent or resolve a customer concern the dealer must determine if the adjustment is within dealership authority Dealer approved After Warranty Assistance is subject to the following guidelines 4 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Dealer Authorized After Warranty Assistance Contd Program Code P05 e Ford and Mercury cars and light trucks with less than 6 years 75 000 miles in service whichever occurs first Ford s contribution is limited to Up to 750 per visit For Blue Oval Mercury Advantage and Lincoln Premier Experience certified dealers the limit is raised to 1500 per visit e Lincoln vehicles with less than 7 years 75 000 miles in service whichever occurs first Ford s contribution is limited to Up to 750 per visit For Blue Oval Mercury Advantage and Lincoln Premier Experience certified dealers the limit is raised to 1500 per visit Program Code P07 e Powertrain Repairs Repairs to Powertrain components as identified in the ESP Program Manual beyond P05 cost limits on cars and light trucks up to and including F 550 The customer also receives a complimentary 6 year 100 000 mile 5 year 75 000 mile contract for police units 6 year 75 000 mile contract for E 250 and F 350 450 550 4x4 models ESP PowertrainCARE contract 100 deductible applies along with powertrain repair The
307. her Series Ford Trucks e ORIGINAL EQUIPMENT WARRANTY COVERAGE Production Installed Batteries 2000 2004 Vehicles Full Coverage Pro rata Coverage F 650 amp F 750 2 years Unlimited Miles None 1993 1999 Vehicles Full Coverage Pro rata Coverage 600 8000 Series Trucks 12 Months None Unlimited Miles 9000 Series Trucks 90 Days Beyond 90 Days Unlimited Miles Within 24 Months COVERAGE EXPLANATIONS Full Coverage e 100 of the battery replacement cost labor and towing if needed Pro rata Coverages e 600 8000 Series Trucks Full coverage for 12 months unlimited miles including labor and towing if needed e 9000 Series Trucks Percentage table applies to the entire repair the battery replacement cost labor and towing if needed These coverages only apply to production installed Motorcraft Batteries PRO RATA PERCENTAGE TABLES 1993 1999 600 800 Series Trucks Months in Service 600 800 Series 100 unlimited miles 1993 1999 9000 Series Trucks Months in Service 03 48 913 1418 9000 Series 100 80 60 40 entire repair unlimited miles e ORIGINAL EQUIPMENT Production Installed WARRANTY REPLACEMENT COVERAGE Service Installed Batteries Replaced Under the New Vehicle Warranty 1993 2004 600 and Higher Series Trucks Replacement Battery Coverage 90 Days Unlimited Miles Beyond 90 Days Remaining portion of the Full Coverage New Vehicle Battery Warranty 3 98 Ford Moto
308. her model year vehicles these warranties apply to all vehicles including those covered by the California Emissions Warranty This section provides an explanation of these warranties and guidelines for handling them e DEFECT WARRANTY is the basic emissions control systems warranty that has been in effect for all vehicles since the 1973 model year It covers repairs of certain emissions systems components at no cost to the owner when the vehicle is within the warranty period e PERFORMANCE WARRANTY applies to 1981 and later low altitude and 1982 and later high altitude cars and light trucks operated in areas with a vehicle inspection maintenance I M program using an emissions test and standards approved by the Environmental Protection Agency EPA This warranty provides additional coverage for vehicles which fail to meet these standards California and other States which have adopted California emissions requirements require Ford to provide additional California emissions defect and performance warranty coverage which follow separate warranty guidelines See California Emissions in this section for coverage information The emissions control systems warranties begin as soon as a vehicle is placed in service or delivered to the new owner Remaining portions of emissions control systems warranties are transferred automatically to subsequent owners No warranty transfer document is needed Emission Claim Submission Requirements Enter the tw
309. hicle does not have a Ford VIN contact Ford Power Products 800 521 0370 e Ford parts modified by the motorhome body builder are not covered Damage to Ford components resulting from modification is not covered by Ford 3 76 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS TRAVEL OR NOTE When a motorhome truck body or emergency vehicle MOTORHOME BUS OR equipment is installed on a Ford chassis the vehicle normally does TRUCK BODY MOUNTED not return to the selling dealer of record for service In these cases ON A FORD CHASSIS the vehicle should be considered a visiting owner vehicle and continued handled accordingly Retail motorhome customers with product or service related questions or concerns can call Motorhome Customer Assistance 24 hours a day at 800 444 3311 TRIM Interior and Basic vehicle coverage Exterior and UPHOLSTERY Covers only defective material and workmanship Accident damage or normal deterioration is not covered Burns normal wear soil marks tears or punctures by foreign objects are not covered IMPORTANT When returning seat upholstery and other interior components to the Warranty Parts Return Center WPRC for warranty concerns the affected area must be identified on the returned part Circle the defect with a permanent marker or pen Return the
310. hs unlimited miles for THINK Neighbor if based on a customer concern and it is necessary to align the vehicle to adjust factory settings Wheel alignment beyond 12 months 12 000 miles 12 months unlimited miles for THINK Neighbor is reimbursable under the Bumper to Bumper Coverage only if the misalignment is caused by a defect in factory material or workmanship NOTE Installation removal of cams or shims to adjust alignment angles is not reimbursable beyond 12 months 12 000 miles unless required due to the replacement of a covered part e Wheel alignment required because of special bodies added to incomplete vehicles i e chassis cabs or because of special equipment installation modification after the vehicle leaves the assembly plant is not reimbursable Correction of an out of alignment condition caused by customer abuse or misuse Is not covered by the warranty The replacement of tires is covered if tires become damaged due to a vehicle defect in factory workmanship or material WHEEL BALANCE Balanced during assembly Normally not required at predelivery and should not be re balanced as a general practice during the predelivery inspection If balancing is needed when determined by a road test reimbursable one time only for 12 months 12 000 miles 12 months unlimited miles for THINK Neighbor WIPER BLADES Maintenance Replacement of worn wiper blades is a maintenance service Not reimbursable except under the Lincoln
311. ia a COMBAT broadcast message In instances where the dealership status changes to no fully trained technicians dealers will also receive a letter advising them of the status change October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 27 Zam WARRANTY amp POLICY MANUAL meee Multiple Repairing Technicians or Team System lf more than one technician works on the same repair the technician training edit will not result in the claim being returned if any of the technicians that performed the repair is fully trained in the applicable specialty repair category In these instances it is important for a dealer to enter more than one technician identification for the same repair e g labor operation 6007A Tech ID 6682 and operation 6007A1 Tech ID 7522 In instances where a dealership is shop competent in a specialty repair category any technician within the dealership is considered eligible to perform the repair SUBLET INVOICE REQUIREMENTS When reimbursement is claimed for any repair that is sublet to an outside repair facility the sublet invoice must contain the following information e The name address and phone number of the sublet facility e A pre printed sublet invoice number e The date of repair e The dealership repair order number and purchase order number e The VIN of the vehicle being repaired e The mileage of the vehicle being repaired e Alist of all parts including description and part number
312. ia the ACES II Repair Register e The dealership must maintain documentation supporting claim payment for one year following payment The claim must also be signed and dated by an authorized representative of the dealership IMPORTANT Corrective action of any kind i e ordering parts and or making repairs cannot be taken until the repair appears in the ACES II repair register under the Paid Repairs Section The repair is then approved Failure to adhere to the policy may result in denial of the claim Misinvoiced Vehicles Misinvoiced vehicles are those with invoice problems only For example e An item that has been invoiced as optional equipment when in fact it is standard on vehicle line e Vehicle qualifies for certain value option discount but receives lesser value option discount e Invoiced for an option not ordered or received For Correction Dealers may Submit letter to Ford Motor Co Vehicle Billing Section P O Box 6235 Dearborn MI 48121 USA or FAX letter to 313 845 1572 Attn Vehicle Billing Section Once information is received by the Vehicle Billing Section it is reviewed and if necessary an adjustment will be processed Dealerships should be prepared to provide the Vehicle Billing Section with a copy of the invoice along with other detail Dealer Order Receipt Acknowledgment buyer s order etc If the request is not valid the dealer will be notified of the reason why it is not valid In some instan
313. ian Warranty Coverage in the United States U S dealerships are required to perform warranty and policy service on any Company product they are certified to sell this includes vehicles originally sold in Canada or Mexico OASIS should be consulted prior to performing repairs to verify warranty coverage NOTE Some 2002 and later model year Canadian vehicles are sold with a 5 year 100 000 km powertrain warranty Canadian vehicles registered in the United States are NOT eligible for powertrain coverage beyond the bumper to bumper period 3 years 60 000 km Exceptions to this are powertrain components covered by the Emissions System warranty or the 6 0L and 7 3L DI Diesel Engine warranty These coverages remain in effect To be eligible for the 5 year 100 000 km Canadian powertrain warranty vehicles must have Canadian license plates and the message 5yr 100 000 km Powertrain Coverage Canadian Registered Vehicles Only must appear in OASIS If the vehicle does not have Canadian license plates or the message Powertrain Warranty Coverage Cancelled Vehicle Not Registered in Canada appears in OASIS the vehicle is NOT ELIGIBLE for powertrain coverage beyond the bumper to bumper period Coverage Priority Certain components have additional coverage beyond the basic new vehicle warranty coverage There are different time and mileage limits and owner deductibles which apply under these additional coverages The following coverage priority ch
314. icate if Special Customer Handling is authorized and if so which specific features are authorized e Special Customer Handling is not announced in the customer letter e When authorized Special Customer Handling applies only to vehicles which have been delivered to customers e If Special Customer Handling is authorized claiming instructions will be contained in the dealer Recall or CSP bulletin Towing If towing is required as part of a Recall or Customer Satisfaction Program reimbursement may be claimed through the DWE ACES II system Enter TOW in the Misc Area of the claim enter a full explanation of the service call in the Technician Comments section of the claim and enter the tow invoice number in the invoice field of the claim See the ACES II User Manual Section 3 for complete details 6 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee ROADSIDE ASSISTANCE PROGRAM Roadside Assistance for Ford Lincoln Mercury and TH NK Cars and Light Trucks Beginning with 1994 models All Ford Lincoln and Mercury cars and light trucks excluding major fleet daily rental vehicles are eligible for complimentary Roadside Assistance administered by the Ford Auto Club The 2002 TH INK Neighbor is also eligible for Roadside Assistance Lincoln vehicles have roadside assistance as part of their Lincoln Commitment which offers benefits beyond roadside assistan
315. ications e g the Powertrain Reference Guide The part or parts required to repair the assembly are not available from the PDC System i e D 99 Retain a copy of the DOES II screen printout as support that the parts were not available at the time of repair NOTE When it is necessary to take an assembly apart and reassemble it after determining it cannot be repaired the associated labor is reimbursable when it is listed on the claim for the replacement assembly 3 42 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS REPLACEMENT OR Assemblies that must Dealerships must adhere to REPAIR POLICY be replaced rather than Replacement or Repair COMPLETE repaired Policy on the following ASSEMBLIES Alternator assemblies continued Fuel Pump e Cylinder Head mechanical amp electrical Crankshaft Headlamp Dimmer Auto Engine Power Steering Pump Radiator Integral Steering Gear Rear Axle Rack amp Pinion Steering Gear Transaxle Speedometer Head Transmission Starter Valve Body Tachometer Any other rebuildable Tripminder assembly Turbocharger Water Pump Wheel Cylinder drum brakes e Wiper Motor Some exterior parts on Rack amp Pinion Steering Gear can be replaced e g boots input shaft seals tie rod ends transfer tubes Note Refer to Powertrain Reference Guide for specific usage
316. ich are not the responsibility of the customer or the dealerships should be submitted to Ford 4 When using Ford Service Labor Time Standard paint labor operations that end in a C time for the removal of paint using machine sand or plastic media blast is included Extra time for chemical stripping is not included 5 The Ford Service Labor Time Standard Labor Operations include an allowance to blend the paint to one adjacent vertical panel Additional time for blending is not allowed For damage caused by airborne material environmental fallout where there is no factory related defect involved and therefore no warranty Ford Motor Company s policy is to cover paint damage due to airborne material for 12 months 12 000 miles 12 months unlimited miles for THINK Neighbor whichever occurs first The policy covers vehicles e Received damaged from carriers e In dealer stock e Sold and in possession of owners What is Not Covered e Paint damage caused by conditions such as chips scratches dents dings nicks bird droppings tree sap hail or other acts of nature that are not reported by the customer within one week of the new vehicle delivery date as outlined above Damages due to collision accident damage or owner abuse Normal paint deterioration due to exposure SMONGL LHOIT 8 SYVO October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 39 CARS amp LIGHT TRUCKS Zam WARRANTY
317. ies to Retail Service Installed batteries and batteries sold over the counter except as noted in this Manual or other Company publications BATTERY RECHARGING Recharging Original Equipment batteries no defect with the battery is reimbursable on 1993 1995 model cars and light trucks during the first 12 months within the mileage limits of use only when e The vehicle has been delivered to the new vehicle purchaser or first placed in service e The battery for whatever reason becomes discharged however there is no defect with the battery e g dome lamp on overnight October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 93 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meen BATTERY RECHARGING continued IMPORTANT Battery recharging on vehicles beyond 12 months in service or on vehicles in dealer s new vehicle inventory is not reimbursable Recharging Original Equipment batteries is reimbursable on 1996 2004 model cars and light trucks under the bumper to bumper warranty excluding vehicles in dealership inventory DETERMINING MONTHS IN SERVICE Months in service can be determined by counting the whole months which have elapsed since the vehicle was sold Warranty Service Date Partial months are not counted as a part of the months in service The month the vehicle was sold and the current month are always considered partial months For example Date Vehicle Sold January 2 1998 Date Battery
318. ifies causal part Identifies cause of failure Clarifies the repair Supports labor operations Identifies diagnostic Identifies all diagnostic equipment results test codes Verifying that all diagnostic equipment printouts e g computer alignment rack are attached to the claim shop copy along with OASIS printout In those instances where diagnostic equipment is used which does not have print capability handwritten documentation of tests and the test results must be noted on the claim shop copy Identifying labor operation s from service labor time standards manuals and entering required time recording Maintaining a LOG when an owner complains of oil usage consumption The LOG must identify the VIN the amount of oil the date and the mileage on the vehicle when the oil is added The LOG must support the need for a major engine repair according to the fluid usage guideline and the LOG outlined in Section 3 0 Technician Team Service Operation A technician team usually includes four to six line technicians plus a team leader The leader is considered a member of service management because of his supervisory responsibility Teams are usually identified by color code Red Blue etc The requirements outlined in this Manual that apply to technicians working individually also apply to members of a team For instance the team leader as a member of service management may
319. ighbor The policy covers vehicles e Received damaged from carriers e In dealer stock e Sold and in possession of owners IMPORTANT Environmental Fallout repairs are not reimbursable beyond 12 months 12 000 miles 12 months unlimited miles for TH NK Neighbor Environmental conditions not covered by Policy This policy does not cover surface rust and deterioration of paint trim and appearance items that result from use and or exposure Some examples include Damage caused by bird droppings Damage caused by tree sap Stone chips scratches Hail damage Damage from lightning continued Damage resulting from flood 3 16 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS AIRBORNE MATERIAL Reimbursement for damage to vehicles caused by a SINGLE Environmental Fallout IDENTIFIABLE CATASTROPHIC event e g overspray from a continued crop duster should be sought through the dealership s insurance company not Ford Dealers are responsible for minimizing fallout damage during inventory storage e RapGard should be left on vehicles until sold up to a maximum of 4 months Owners are expected to wash and wax their vehicles frequently to remove harmful deposits from the vehicles surfaces to help protect the finish IMPORTANT Environmental fallout claims submitted to Ford MUST co
320. ight Trucks 3 25 600 and Higher Series Trucks 3 67 Coding Bill of Lading Codes 2 2 Condition Code 7 9 Customer Concern Code 7 7 Diagnostic Trouble Codes 7 9 Loss and Damage Claim Coding 2 2 OASIS T Codes 3 128 Program Code 7 11 Repair Prior Approval Code 7 9 VIN Coding 9 19 Comebacks and Repeat Repairs Cars and Light Trucks 3 25 600 and Higher Series Trucks 3 67 Dealer Self Approval 4 9 Compact Disc Players See Audio System 3 18 Company Involvement Approval Disallowable Non Disallowable Situations 1 2 Company Owned Vehicles Cars and Light Trucks 3 25 Company Remanufacturing Program Ford Remanufactured For Cars amp Light Trucks 3 30 Motorcraft Remanufactured 3 38 600 and Higher Series Trucks See Remanufactured Parts 3 73 Competitive Make ESC Contracts 3 133 Compressed Natural Gas CNG See Liquefied Petroleum Gas 3 37 Computer Service Files See Customer Service File Types 1 10 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 5 Zam WARRANTY amp POLICY MANUAL meee Section and Page Concealed Damage Consequential Expense Conversion Vehicles Chassis Cabs Converted to Bus Truck Bodies Mounted on a Ford Chassis Vehicles Converted to Electric Power Vehicles Converted to Ambulances Lincoln Town Cars Converted to Limousines Convertible Top Coolant See Fluids Cars and Light Trucks 600 and Higher Series Trucks Cooling System Cleaning Cars and Light Trucks
321. ight Trucks 3 51 600 and Higher Series Trucks 3 79 Battery Claim Preparation Instructions 3 95 Coverage Cars and Light Trucks Production Installed 3 96 Coverage 600 and Higher Series Trucks 3 98 Disposal 3 94 Electric Ranger Traction Battery 3 107 Keyless Entry 3 35 Label Retention Requirements 3 95 Determining Months in Service 3 94 Pro Rata Tables for O E M Batteries 3 97 Recharging 3 93 Service Installed Coverages OEM Battery 3 96 Customer Purchased Over the Counter 3 99 THINK Battery Coverage 3 108 Bedliner Light Truck 3 116 Belt Adjustments See Adjustments 600 and Higher Series Trucks 3 61 Bill of Lading 2 1 Coding System 2 2 Brake Adjustments 600 and Higher Series Trucks 3 61 Fluid Cars and Light Trucks 3 29 600 and Higher Series Trucks 3 69 Linings Cars and Light Trucks 3 21 600 and Higher Series Trucks 3 66 Rotor Resurfacing Cars and Light Trucks 3 21 System Cleaning Brake Cars and Light Trucks 3 22 600 and Higher Series Trucks 3 66 Wheel Cylinders Cars and Light Trucks 3 22 600 and Higher Series Trucks 3 66 Branded Title See Warranty Cancellation 3 127 Bumper System 3 22 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 3 Zam WARRANTY amp POLICY MANUAL meee Section and Page Bus Bodies Mounted on a Ford Chassis See Travel or Motorhome Cars and Light Trucks 600 and Higher Series Trucks Buyback See Reacquired Vehicle C Cab Corr osion P erforation 600
322. iginal Equipment TH NK Battery The THINK Battery Warranty is 3 years with no mileage limitation Customer participation is required after 12 months in service based on the following table Months in Service 0 12 13 18 19 24 29 30 31 36 Percent Covered by Ford 100 60 40 20 10 Percentage reflects Ford s portion of the suggested retail cost of the new replacement battery at the time of repair 100 of the labor cost to diagnose and replace the battery is covered by the TH NK Battery Warranty Towing for battery repairs is covered under Roadside Assistance RETAIL CUSTOMER PURCHASED WARRANTY REPLACEMENT THINK batteries replaced under warranty or purchased by the customer receive the same warranty as original equipment batteries The warranty start date for the replacement battery customer purchased battery is the date of replacement purchase 3 108 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee SERVICE PART WARRANTY COVERAGE Service Parts and Accessories Introduction This section explains the policies procedures and warranty coverage on Ford and Motorcraft branded parts and accessories The Motorcraft battery policies procedures and warranties are identified in Section 3 See Battery Coverage This section also includes e Awarranty statement outlining Ford s parts and accessories warranty to dealers and e A warranty statement that deal
323. imary and Secondary Moves This information pertains to deliveries to body companies or other locations primary move and transportation from the body company or other location secondary move e Primary Move The selling dealership is responsible for claiming any damage or shortage expense on vehicles including drop ship vehicles during this move The dealership must arrange to Have the Warranty Start Date changed Have the vehicle inspected for damages or shortages Have the bill of lading delivery receipt noted as usual Have all documents forwarded to the selling dealership When loss or damage occurs submit through the Direct Warranty Entry DWE ACES II System using Form 3715 within 60 days of new vehicle receipt and prior to installation of special equipment if necessary Using Form FCS 900 e Secondary Move This transportation is also the selling dealership s responsibility Handle any claims directly with the carrier as Ford does not act as intermediary for transportation arranged by a dealership or body company October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 11 Zam WARRANTY amp POLICY MANUAL meee IN TRANSIT DAMAGE LOSS amp DAMAGE REPAIRS Destination Dealers Ford has two methods of helping dealers resolve problems associated with vehicles damaged during transportation They are e In Transit Repair Program which provides for repair of vehicles prior to de
324. ime e Warranty repairs must be clocked separately from other repair types i e customer pay internals etc IMPORTANT Actual time may not be claimed for time spent calling the Technical Service Hotline other Company hotlines prior approval lines or for checking OASIS Actual Time Claiming Procedure When MT actual time is claimed you must include either a labor operation or base part number along with MT for the applicable repair MT Using a Base Part Number e When claiming labor for a repair where no labor operation exists for the parts replaced repaired or when abnormal diagnosis time is required you must include the base number of the part with MT For example A loose defroster control cable part number 18548 is repaired and there is no scheduled labor operation Claim actual time as MT18548 MT Using a Labor Operation e When a scheduled labor operation is available but additional time is required to perform the repair due to unusual circumstances or when no time is available for the vehicle being repaired you must include the labor operation with MT For example You grind the valves on a 1999 F150 with a 4 2L MFI engine There is a labor operation to grind valves 6051A1 but there is no time listed for this vehicle application Claim actual time as MT6051A1 IMPORTANT Claiming MT actual time without a labor operation or base part number will result in your clai
325. incoln loaners may receive an allocation of Lincoln days If Lincoln days are needed on an occasional basis contact TAP Headquarters If Lincoln days are needed on an ongoing basis contact your FCSD Regional Market Area Team 6 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Dealer After Warranty Assistance can not be used to claim loaner or rental benefits Transportation Assistance Program TAP day claims should be filed monthly Even though allocations are for the entire model year claims must be filed within 60 days of the end of the month in which the TAP days were used Ineligible for the Transportation Assistance Program benefits e Non Ford Lincoln Mercury vehicle owners e Retail body shop customers who have rental coverage through their insurance company or another source e Customers under the age of 18 e Internal dealership repairs e Dealership employees who do not have their vehicle in for repair e Non service customers e g sales demos e Customers covered by a non Ford extended service contract with rental coverage or any other rental benefit coverage October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 15 Zam WARRANTY amp POLICY MANUAL meee QUALITY CERTIFIED USED VEHICLE PROGRAM Pre Owned Vehicle Limited Warranty for Ford Lincoln amp Mercury Vehicles Non Red Carpet Lease The Quality Certified Limited Warranty c
326. ine Coolant Fluid only not labor reimbursable at predelivery when not supplied in the proper amount at the assembly plant 3 29 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS FLUIDS amp FLUID Engine Oil Usage Guidelines aa eee e Oil usage is normally greater during the first 10 000 miles of cous erie ANS service As mileage increases during the warranty coverage coolant refrigerant ks eriod oil usage generally improves continued p ge 9 A Cars and light trucks in normal service should get at least 1500 miles quart after 10 000 miles of service Severe service e g towing hauling short trips taxi extended idling or law enforcement use may result in greater oil usage Diesel engines used in severe service should get at least 1000 miles quart after 7 500 miles of service NOTE When an owner complains of oil usage consumption the dealership must determine the amount of oil the engine uses before any major engine repairs are started The owner should be told to return to the dealership each time the engine needs oil The amount of oil the date and the mileage on the vehicle when the oil is added must be recorded in a LOG maintained by VIN See Service Supervision Responsibility in Section 1 EXAMPLE OF AN OIL CONSUMPTION LOG VIN DATE AMOUNT OF MILEAGE OIL ADDED 1FAPP1485PW15688
327. ing dealer from whom your dealership purchased the part s Coverage Application Dealer Installed or Dealer Authorized Sublet Installation Facility Parts and Accessories Coverage Covered Parts and labor to replace the defective part and correct any related damage If towing is needed due to the failed part or accessory it is only covered under the service part warranty if the vehicle is not covered under the Roadside Assistance Program at the time of the part failure October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 111 LdVd ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meen e Over The Counter Parts and Accessories Coverage Covered Parts and labor to repair a defective part assembly after the part assembly has been removed from the vehicle by the customer Parts and labor to repair any related damage caused by the defective part If repair of the failed component and related damage is not performed by the dealer or the dealer authorized installer the outside repair source must in the dealer s judgment be capable of professional workmanship The original copy of the outside shop repair order must be retained by the dealer Not Covered Labor to remove and replace the defective part or accessory from the vehicle Parts and any related damage caused by a Ford component not properly installed by the customer or an outside repair source Towing is not covered
328. inistration Unit P O Box 309 Dearborn Heights MI 48127 Misbuilt hicle Claims Process misbuilt vehicle claims and handle claim inquiries from dealers Ford Motor Company Misbuilt Vehicle Claims P O Box 43375 Detroit MI 48243 800 423 8851 Dealer claims section October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 11 Zam WARRANTY amp POLICY MANUAL meen Misinvoiced hicles Motor Home Customer Assistance Center Owner Guides Parts Assistance Center RC Parts Publications Ford L M amp Motorcraft Product Concern Reporting Job 1 Early concern reporting For vehicles with invoice problems only e g invoiced for an option that should have been provided at no charge or invoiced for an option not ordered and not received submit letter to Ford Motor Co Vehicle Billing Section P O Box 6235 Dearborn MI 48121 USA or FAX Letter to 313 845 1572 Retail motor home customers with product or service related questions or concerns can call 24 hours a day for assistance 800 444 3311 To order Ford and Lincoln Mercury vehicle owner guides 800 782 4356 313 865 5927 FAX 800 241 0385 To order bound Ford Parts Catalog Order fulfillment microfiche cataloguing bound catalogues and NCR readers for Ford and Motorcraft parts 800 356 0792 To report product concerns on new Ford and LM vehicles either submit an Electronic Dealer Service Report EDSR through OASI
329. initiative Actual time labor operations A M1 and M2 have been replaced by MT When MT is claimed you must include either a labor operation or base part number along with MT for the applicable repair e Claiming MT actual time without a labor operation or base part number will result in your claim being returned for correction The actual time claiming procedure for body repairs B time and no problem found NPF has not been changed e For actual time requests of two hours or more you are required to enter an explanation in the comments section of ACES II when the claim is submitted for payment MT Using a Base Part Number e When no labor operation exists for the part that was replaced repaired or when abnormal diagnosis time is required you must include the base part number of the part that was repaired replaced along with MT For Example You repair a loose defroster control cable base part number 18548 and no scheduled labor operation is available Claim actual time as MT18548 4 6 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee MT Using a Labor Operation e When a scheduled labor operation is available but additional time is required to perform the repair due to unusual circumstances or when you are performing a repair for which there is a scheduled labor operation but there is no time published for
330. ion Ifthe Regional Office agrees that the repair is not covered by the emissions performance warranty The dealership must explain the reason for the denial to the owner The Regional Office must mail a letter to the owner confirming the reason for denial Both of the above must be done within 30 days from when the dealership received the vehicle for repair If authorized by the Regional Office perform the repair within the 30 days or less if specified by state or local law from the date the vehicle was first brought in for repair IMPORTANT If the owner is not notified in writing within 30 days the owner can have the vehicle repaired by a Ford or Lincoln Mercury dealership at no charge If the dealership is unable to repair the vehicle within 30 days then the owner may have the warranty repair performed at any service outlet and request immediate reimbursement from the dealership However the owner is not eligible for reimbursement if the owner requests or agrees to a delay in having the repair performed or if the repair delay is caused by circumstances beyond the control of the Company or the dealership e If the owner requests or agrees to a delay in the repair have the owner sign an Agreement to Delay Repairs form shown below Retain the signed form in your service files AGREEMENT TO DELAY REPAIRS Date This is to confirm that I as the owner operator of the vehicle listed below have voluntarily
331. ion on a claim e Occasionally an FCSD claims assessor may adjust values on the claim or remove certain parts and labor operations or miscellaneous expense items that are deemed inconsistent with Company policy or generally accepted repair practices If there is a disagreement the ACES II appeals process is available to the dealer within 120 days of payment e A Returned claim means that one or more items on the claim cannot be processed by ACES Il Reject messages are sent back with the claim for dealer review and action to correct for payment The ACES II User Manual and Warranty Assistance Team 1 800 423 8851 are available to assist dealers with returned claims e A deleted claim is a claim that has been returned by Ford and not acted upon by the dealer within thirty days WARRANTY PARTS RETENTION RETURN PROCEDURES AND RESPONSIBILITIES Dealer Group Contact Dealers General Instructions Parts Handling Dealers in this group are required to hold ALL warranty ESP parts including parts from Customer Satisfaction Program and vehicle recall claims until claims are paid in ACES II and parts disposition instructions are received from the Company Parts disposition instructions for the replaced parts will appear on the dealership overnight Parts Entry And Return System PEARS register on FMCDealer com The Warranty Parts Return Center WPRC electronically posts the daily PEARS register on FMCDealer com by the next business day after
332. ion of repairs and for maintaining documents which support these claims The dealer must not have pay plans that pay service management e g Service Advisor Service Manager Dispatcher warranty claims administrators or an outside vendor an incentive based directly on warranty sales Pay plans that include incentives on a total basis such as adjusted selling gross or total shop sales are acceptable if adequate safeguards are used to prevent improper warranty practices Service Supervision Responsibilities Service management including body shop management must Verify each customer complaint where possible and document at the time of write up any special circumstances under which the problem occurs e g at 45 mph only when warm when going over large bumps Supervise all Company paid repairs Verify approve and initial additional ADD ON repairs that are required but discovered after the initial write up These additional repairs must be verified approved and initialed by service management before being performed Service management s approving initials must appear on the service hard copy of the claim even if the repairs are written by service management and must appear on the same line as the additional repairs on the shop copy of the claim NOTE The ADD ON repair must be identified by entering ADD in the labor operation column as detailed in the ACES II User Manual Approving usage of the No Problem Found NPF re
333. iously indicated in this section that are converted to limousines will cause the New Vehicle Limited Warranty and any Ford Extended Service Plan to be voided Emissions Warranty may also be voided and the vehicle modifier may be considered the vehicle manufacturer for Emissions Warranty coverage purposes including responsibilities for emissions warranty recall and in use compliance LINCOLN 2004 and Later Lincoln Vehicles COMPLIMENTARY Lincoln covers all normal scheduled maintenance as outlined in the MAINTENANCE Scheduled Maintenance Guide for the first year or 12 000 miles whichever occurs first of ownership Normal Scheduled Maintenance provides maintenance services at 5 000 mile intervals or 6 months whichever occurs first This includes e Change engine oil and replace oil filter e Inspect tires for wear and rotate e Multi point inspection 2001 2003 Lincoln Vehicles Complimentary maintenance is provided as follows e Duration is 3 years 36 000 miles whichever occurs first e Scheduled maintenance adminstered through the use of ESP Quality Care Maintenance Protection Plan 5 000 mile service intervals NOTE Lincoln Complimentary Maintenance excludes Lincoln vehicles with the 418 Limousine package Customers must have the maintenance work performed by a Lincoln dealership Ford and Motorcraft branded parts and motor oil will be required for all services provided LIQUEFIED Unless otherwise provided Ford engines
334. irement DEALERSHIP LETTERHEAD Regional Manager Name Regional Manager Ford or Lincoln Mercury Regional Office as appropriate Address Subject Election to Repair Vehicles Damaged In Transit This dealership requests that all vehicles designated for delivery to us that are damaged in transit and which can be repaired to Ford standards for sale as new vehicles be shipped directly to us for repair The request will not apply if it is necessary in your judgment to repair a vehicle in transit because of safety considerations the possibility of additional damage occurring if it is not repaired e g glass replacement or the need to operate the vehicle e g battery or tire replacement We also understand that Ford Customer Service Division will assist us to the extent possible in obtaining required parts on an expedited basis This dealership requests that vehicles designated for delivery to us that receive damage in transit continue to be repaired prior to delivery to us This authorization will continue through the current Model Year and will automatically be extended for each subsequent model year thereafter unless notified in writing by us Officer Dealer Name Dealer Address Distribution Code In Transit Damage Disclosure To Customer Some states require that certain types of damage occurring to new vehicles before delivery to the purchaser must be disclosed in writing if the repair cost exceeds a cert
335. ith the Ford Limousine Builder s Package 418 option The wheelbase on Lincoln Town Cars with the Limousine Builder s Package 418 MAY NOT be extended beyond 120 237 7 total wheelbase or in a manner that results in a Gross Vehicle Weight Rating GVWR exceeding 7100 pounds for 2002 MY amp prior and 7500 pounds for 2003 MY Ford Motor Company authorizes only those Qualified Vehicle Modifiers QVM s of limousines as listed at www certifiedlimo com to perform Ford Excursion limousine conversions using the XLT package with a 6 8L engine and 4 30 axle XC3 In addition the Excursion limousine must have the limousine retro fit package installed that includes the brake hydro boost tire upgrade and spring package The wheelbase on Ford Excursions modified into limousines cannot exceed the maximum extension of 120 inches or exceed a total Gross Vehicle Weight Rating GVWR of 9 900 pounds For 1999 and all subsequent model years if a Lincoln Town Car limousine is NOT equipped with the Limousine Builder s Package 418 option or it is equipped with the Limousine Builder s Package 418 but its wheelbase is extended beyond 120 or its GVWR exceeds 7100 pounds then the New Vehicle Limited Warranty is voided any Ford Extended Service Plan ESP contract is voided applicable Emissions Warranties may also be voided and the vehicle modifier may be considered the vehicle manufacturer for Emissions Warranty coverage purposes incl
336. kshaft kits for gas engines e Covered for 12 months 12 000 miles from the warranty start date whichever occurs first e Ford will cover 100 of parts and labor at the approved warranty reimbursement rates e If Dealer installed reasonable towing charges are covered only if the vehicle is not covered under another towing insurance coverage Limitations to the Warranty The following limitations apply to the products covered by this limited warranty e Ford remanufactured gas engines and transmissions found to be defective before installation on the vehicle or sale over the counter are to be returned for credit to your selling Ford Authorized Distributor for powertrain products e Towing charges are not reimbursable for Ford remanufactured gas engines and transmissions sold over the counter IMPORTANT All gasoline engine assemblies replaced under the New Vehicle Limited Warranty Service Part Warranty and After Warranty Assistance will require additional prior approval from the Technical Hotline Examples of engine assembly base part numbers included in the prior approval program are 6006 sealed long block 6007 complete engine 6012 remanufactured long block 6V012 Motorcraft engine direct ship engines and free engine exchanges October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 119 LdVd FADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee FORD REMANUFACTURED DIESEL ENGINE ASSEMBLIES AND PARTS Ford re
337. l ESP and AWA repairs October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 1 m WARRANTY amp POLICY MANUAL meee No Cost Diesel Assemblies e No cost diesel assemblies may be used only in warranty repairs e No cost diesel assemblies are requested from the Ford Technical Hotline Handling Allowance Ford new and remanufactured exchange engines and transmissions which are catalogued and priced should be claimed at the net amount For Ford new remanufactured and No Cost diesel engines a fixed handling allowance is paid see the Powertrain Reference Guide for current amounts Warranty Coverage On a Replacement Assembly New Ford remanufactured and No Cost diesel engines are warranted by Ford for the duration of the Ford Service Parts Warranty or the remaining portion of the New Vehicle Limited Warranty whichever is greater Core Return NOTE Refer to Section 1 Core Reimbursement from RCRC and Company Core Failure to return an engine transmission or transaxle core and shipping container within 30 days will result in the dealership being charged the full deposit of the core REFER TO THE POWERTRAIN REFERENCE GUIDE FOR FORD REMANUFACTURED ASSEMBLY CORE DEPOSITS If the WPRC recalls a core from a NO COST assembly exchange that was returned directly to the plant or to the FAD 1 Write the name of the exchange program on the FCS 700 tag 2 Mail the tag to the WPRC with a copy of the bill of lading shipper
338. l number of miles accumulated before delivery up to a maximum of 4 000 miles IMPORTANT It is not necessary to submit the FCS 900 to Ford Motor Company for a mileage extension unless a repair is required beyond warranty but within the mileage extension period Attach a copy of Form 1863 6125 2 and supporting documentation to the back of the FCS 900 mail to the address on the form when the repair is completed and submit claim for payment in DWE ACES Il NOTIFICATION OF DELAYED DELIVERY DATE OR IN TRANSIT MILEAGE ACCUMULATION This form is to be used to notify Ford Motor Company of a delayed warranty start date or to report an in transit mileage accumulation on a vehicle driven not transported from the assembly plant to a body builder or to the receiving location VEHICLE IDENTIFICATION NUMBER NAME AND ADDRESS OF RETAIL BUYER FIRST SECOND MAIL TO INITIAL INITIAL LAST NAME ONLY STREET ADDRESS FORD CUSTOMER E SERVICE DIVISION CITY OR TOWN STATE ZIP CODE P O BOX 1597 DEARBORN MI 48121 RETAIL BUYER S SIGNATURE WARRANTY REASON FOR DELAY OF WARRANTY START DATE MILEAGE AT TIME OF DELIVERY REASON FOR IN TRANSIT MILEAGE ACCUMULATION DATE REQUESTED Please attach documents to support revised warranty start date For example a copy of the new vehicle sales invoice or state registration Please attach documents to support accumulated mileage NO TENTHS MONTH DAY YEAR MILEAGE AT TIME OF REQUEST NO TENTHS NOTE When this sectio
339. l not pay the repair Edit Deferred The technician training edit for the applicable specialty repair category is turned off The dealer reports will indicate what date the edit s will be activated During the period that a dealer is on edit deferred status claims submitted in the applicable repair category will not be returned if a technician who is not fully trained performed the repairs Dealerships will be placed on edit deferred status in the following situations Shop Competency If a dealership was previously Shop Competent for a specific specialty they will be put on edit deffered status for 3 months when the number of fully trained technicians falls below the minimum number to be trained on the Shop Competency Status Report for that specialty Shop Competency amp Diesel Certification When a dealership goes from one or more fully trained technicians to no fully trained technicians in a specific specialty the dealership will be put on edit deferred status for a period of 12 months for that specialty If a dealership loses one or more fully trained technicians in multiple specialty areas the dealership will be placed in edit deferred status for those specialties The length of the defferal in each specialty will be based on the following table Of Specialties Deferral Periods of months 1 12 2 12 3 15 4 18 5 21 6 24 7 27 8 30 9 31 10 32 Ford Motor Company Ford Motor Vehicle Assurance Company October 2
340. lable to complete the repair Benefits NPF benefits the dealer by allowing technicians to service the customer s vehicle with only problem solving in mind Technicians no longer have to be concerned with spending additional time to find difficult problems without being compensated for their efforts Additional time spent diagnosing hard to find problems can result in two situations e When technicians spend the needed time to diagnose the customer concern and find a problem they can more easily fix the vehicle right the first time e When technicians spend the needed time to diagnose the customer concern and no problem is found the Service Advisor can feel more comfortable explaining to the customer all diagnoses performed that resulted in the NPF situation Service Management Responsibilities Service Management must ensure that the following NPF requirements are met e All NPF repairs must be time recorded e Assign the appropriate Technician based on ability and training e Perform normal diagnosis based on the information on the repair order e Prior to claiming NPF an OASIS Symptom Code inquiry must be done to access all service recommendations e Review other service recommendations supplied by Ford OASIS TSBs Technical Service Hoiline and take the appropriate actions e Attach the listing of Special Service Messages and suggested TSB s from the OASIS Symptom Code printout to the repair order All claims must have
341. labor will be reimbursed at actual cost not to exceed the price of the comparable Ford part or labor operation amount For Glass Replacement refer to Section 3 behind Ford LM Cars and Light Trucks or 600 and Higher Series Trucks Tab for reimbursement information Payment for the repair or replacement of the radiator core heater core or soft trim including frenched back window glass is based on actual cost Labor for removal and reinstallation should be claimed using Ford Service Labor Time Standards Manual operations where applicable e Sublet Repair Transportation Allowance When a repair to a radiator or heater core or soft trim is sublet to a specialty shop without pickup and delivery service the dealer may claim a transportation allowance of either 10 percent of the sublet labor amount or the actual time required to make the delivery and pickup When actual time is claimed it must be recorded in a log The log must Include VIN out and in time and mileage on the delivery vehicle date of delivery and pickup amount claimed and the driver s name Ford Motor Company Ford Motor Vehicle Assurance Company 5 7 Zam WARRANTY amp POLICY MANUAL meee PARTS REIMBURSEMENT POLICIES ASSEMBLIES Company Supplied at No Charge BATTERY CORE REIMBURSEMENT 5 8 Engine and transmission assemblies shipped directly from production and assembly plants direct ship assemblies are made available for
342. lete Vehicle 5LI Ford Motor Company USA Lincoln MPV Limousine 5LD Ford Motor Company USA Lincoln Incomplete Vehicle continued Multi Purpose Passenger Vehicle October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 21 Za WARRANTY amp POLICY MANUAL meen 2004 MODEL YEAR VIN CODING CHART Con t VIN POSITIONS CATEGORY 1 2 3 EXPLANATION WORLD Manufacturer Make MANUFACTURER continued 5LM Ford Motor Company USA Lincoln MPV 5LT Ford Motor Company USA Lincoln Truck YYC THINK Nordic AS Norway THINK Passenger Car 2004 MODEL YEAR VIN POSITION 4 PASSENGER CAR Restraint System VIN POSITION CATEGORY 4 EXPLANATION RESTRAINT B Active Belts all designated seating positions SYSTEM F Active Belts and Second Generation Driver and Passenger Air Bags Active Belts all designated seating positions plus Second Generation Driver and Passenger Air Bags plus Driver and Passenger Side Air Bags Active Belts and Second Generation Driver and Passenger Air Bags Escort ZX2 Coupe Only Passive Belts front Active Belts rear Passive Belts front Active Belts rear Driver Air Bag Passive Belts front Active Belts rear Driver and Passenger Side Air Bags 9 22 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen 2004 MODEL YEAR VIN CODING CHART Con t VIN POSITION 4 BRAKE SYSTEM AND GVWR CLASS FOR TR
343. letin and customer letter when the e Owner and or dealer has paid for the prior repair or the e Owner and or dealer has participated in After Warranty Assistance and the e Refund is requested within the time period stated in the program e Vehicle did not have a branded title and or cancelled warranty at the time of repair To request a refund the customer must provide an original paid receipt which identifies the vehicle by VIN and the component affected by the Customer Satisfaction Program The customer does not have to currently own the vehicle to be eligible for a refund Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee REFUNDS continued REPAIR SUBMISSION REQUIREMENTS TAX SALES October 2003 Owner Dealer Refunds on Safety and Emissions Recalls When all or a portion of a repair covered by a Recall is performed both the owner and the dealer are eligible for a full refund when the e Owner has paid for the repair before the recall announcement or in the case of an emergency repair after the recall announcement or the e Dealer has paid for the prior repair or the e Owner and or dealer has participated in After Warranty Assistance To request a refund the customer must provide an original paid receipt The customer does not have to currently own the vehicle to be eligible for a refund Submit claims immediately after repairs have been c
344. limited miles 600 and higher series trucks Battery See Battery Coverage in this Section for details on service installed batteries Bedliner and Cargo Liner Light Truck See footnote a Lifetime limited coverage to original purchaser Contact the warrantor Durakon Industries at 1 888 FORD OE1 for authorization replacement Bedliner and Cargo Liner supplied at no charge by the manufacturer Belts and Hoses Sold before 1 1 92 Lifetime Limited Warranty for parts parts allowance and labor Sold on or after 1 1 92 12 months 12 000 miles Bumper MasterGuard See footnote a Contact the warrantor Master Guard at 1 800 541 5834 for authorization to replace the bumper and for a replacement bumper supplied by Master Guard at no charge Additional information on Master Guard bumpers can be found in the Accessories Showcase Cellular Phone Transportable Portable Coverage is for 12 months These phones are serviced through Autocraft Electronics using Form 8560 Send the defective component along with the form to Autocraft Electronics 1612 Hutton Drive Suite 120 Carrollton TX 75006 Questions Call 1 800 755 4161 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e Diesel Engines Ford New Holland 6 6L and 7 8L Engine Components See footnote b 12 months unlimited miles 6 6L and 7 8L Ford remanufactured Engines 12 months unlimited
345. lite for defects in materials and workmanship Not covered damage to the convertible top or backlite caused by improper storage or handling and deterioration due to exposure wear or extreme environmental conditions Ford service parts must be used when necessary to correct backlite concerns or other factory defects noted after the vehicle has been placed in service NOTE Owners are expected to clean and wash convertible tops according to instructions shown in the vehicle owner s guide to protect and preserve the convertible top material and backlite against harmful deposits COOLING SYSTEM Reimbursable only when required due to foreign material entering CLEANING the system at the assembly plant Bumper to Bumper Coverage on 1995 and newer models CORROSION e f body sheet metal has corrosion damage without perforation and the damage is not the result of abnormal usage and or extreme environmental conditions the corrosion damage repairs are covered in the Bumper to Bumper period 3 years or 36 000 miles for Ford and Mercury Cars amp Light Trucks 4 years or 50 000 miles for Lincoln 3 years unlimited miles for THINK Neighbor e Rust damage resulting in perforation holes in body sheet metal panels is covered on 1995 and newer models for 5 years unlimited miles DIAGNOSIS TIME e See Reimbursement Policies Section 5 DIESEL 7 3L D I and 6 0L 1994 and later models ENGINE WARRANTY e 5 years or 100 000 miles which
346. livery to the dealership e Vehicle Loss and Damage Claims Service which simplifies the loss and damage claim process for vehicles repaired at the dealership NOTE Unless loss or damage is properly noted on the bill of lading delivery receipt dealership letterhead receipt or is correctly noted as directed for late after hours deliveries no claim should be submitted In Transit Damage Repairs Vehicles damaged in transit between the assembly plant and the dealership or other location must be restored to new vehicle condition as soon as possible Damage must always be corrected before retail delivery e Repair damaged cars or trucks as long as none of the following conditions exists Total disclosable repair cost exceeds 500 see page 2 14 in this section Vehicle is critically damaged making new vehicle status doubtful Critical damage usually involves at least one of the following Axles Drivetrain Brakes Frame Steering system Suspension system Body panel damaged beyond repair and requires welding to replace lf one of these conditions exist report the vehicle damage to the FCSD Damaged Vehicles Operations Coordinator within five days of receiving the vehicle The Regional Office will either authorize the repair or arrange disposal of the vehicle e f repair is authorized Complete repairs at once restoring the vehicle to new condition Use only new Ford parts See non Ford parts in
347. ll also have the New Vehicle Limited Warranty voided e The Polk Company maintains a database on vehicles that have been damaged and the title branded as dismantled fire flood junk rebuilt reconstructed salvaged TSS exceeds mechanical limits or odometer not actual mileage e The Company WILL NOT PAY CLAIMS on these vehicles for basic powertrain major components or sheet metal corrosion repairs These vehicles are also ineligible for ESP contract sales e The Company will pay claims for safety regional safety compliance and emissions recall repairs October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 127 Zam WARRANTY amp POLICY MANUAL meee e Direct Registration Entry DRE and ESP contract processing will not accept Ford Lincoln Mercury or Competitive Make Vehicle ESP ESC contracts for any vehicles with the titles branded after June 1 1991 IMPORTANT Information on vehicle warranty coverage eligibility is provided by OASIS NOTE Certain states require that titles for reacquired vehicles be branded The Company will ensure that titles for reacquired vehicles are branded where branding is a manufacturer responsibility in accordance with applicable state laws The RAV branding will not affect the vehicle s warranty eligibility OASIS T Code Explanation Due to space limitations on OASIS the entire reason for the cancellation cannot always be included Therefore some OASIS messages
348. llocations are for the entire model year claims must be filed within 60 days of the end of the month in which the TAP days were used Filing Copies of the Repair Set Copies of Form 1863 6125 2 must be filed as follows e Dealer Repair Copy Retain in dealership for electronic entry to the Company If dealership does not have electronic entry capability then an alternate claim input service must be arranged by the dealership e Dealer Accounting Copy office e Customer Copy to be given to the customer e Dealer Service Copy customer service file The dealer is required to maintain complete individual service history files for all vehicles sold and serviced by the dealership These files are to be maintained by the vehicle identification number of the serviced vehicle The records and documents should be retained as long as the vehicles are within warranty but must be kept for one year following Company notification of payment Notification is by a Company check or through information on the Daily Repair Register October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 7 13 Zam WARRANTY amp POLICY MANUAL meen ALTERNATIVE FORM REQUIREMENTS REPAIR ORDERS Required Work Order Entry Fields DEALERS MAY USE AN ALTERNATIVE REPAIR ORDER COMPUTER GENERATED OR OTHER ONLY IF e All of the following information appears on the repair order either in designated areas or in a stamped area on the face of the form
349. llowing Company notification of payment Reimbursement When the Actual Cost of the outside part OSP or locally purchased Ford part is GREATER than the equivalent Ford part Dealer Price the part price difference PRDIFF is reimbursable if the repair qualifies as an emergency repair based on the guidelines noted above The price difference is reimbursable at actual cost There is no parts allowance markup on the price difference PRDIFF amount e Emissions Components and Warranty Coverage See Parts Coverage Directory e Administrative Procedures See Emissions Coverage in this section Use only Motorcraft or Ford brand oils lubricants fluids and refrigerant unless specified otherwise in Company publications The cost of non Ford Motorcraft oils lubricants fluids and refrigerant used for a warranty or ESP ESC repair without supporting documentation justifying their use e g emergency repair is not reimburseable and subject to chargeback e Fluid only not labor is reimbursable at predelivery when not supplied in the specified amount at the assembly plant up to the specified level Fluid lost or not usable due to a component defect is reimbursable for the same period as the component Refrigerant e Refrigerant and labor are reimbursable within applicable coverage Labor required for a trained operator on U L Certified equipment to recycle A C refrigerant is reimbursable Coolant e Eng
350. lowance for basic diagnosis requiring only limited time and equipment as called out by the shop manual is included in each labor time standard to cover diagnostic tasks It is not reimbursable separately unless specified in the Ford Service Labor Time Standards Obvious Repairs Repairs which are easily determined by the senses sight touch smell hearing Service management is responsible for identifying these repairs road testing if necessary issuing repair instructions to technicians Diagnostic Labor Operations Specific labor operations listed in the Ford Service Labor Time Standards are reimbursable Abnormal Diagnosis Time is reimbursable MT time Reimbursement is allowed for diagnostic time spent beyond normal diagnosis or where diagnosis time is not covered in the labor standards An explanation of why the abnormal diagnosis time MT time was necessary must be entered in the repair description section of the claim and submitted to Ford Labor to take an assembly apart and put it back together again is reimbursable when it s necessary to determine whether the assembly can or cannot be repaired See Repair or Replacement Policy in Section 3 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 5 3 Zam WARRANTY amp POLICY MANUAL meee LABOR ONLY OPERATIONS LABOR PERFORMED AT OTHER THAN AUTHORIZED DEALERSHIPS LABOR REIMBURSEMENT LABOR RATE
351. ly PEARS register For warranty cores related to selected Motorcraft Ford remanufactured parts assemblies the warranty core will be picked up by the dealership s RCRC For Select Dealer Region dealers ONLY the WPRC will not recall Motorcraft Ford remanufactured part assembly cores These parts may be exchanged with the dealership s RCRC at the time of repair Engine and transmission exchange assemblies must be returned per the instructions provided with the new engine transmission within 30 days Failure to return the old assembly within 30 days will result in an assessment charge to the dealership for non return of exchange assemblies October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 19 Zam WARRANTY amp POLICY MANUAL meee Additional Mandatory Parts Remanufacturable Parts List BASE NUMBERS PART DESCRIPTION 2B120 21 FRONT DISC BRAKE CALIPERS 2B373 ABS MODULES not all 2B373 base parts have a core charge 6007 ENGINE ASSEMBLY 6009 CYLINDER BLOCK short 12B565 TRANSMISSION MODULE 7 3L diesel 19703 A C COMPRESSOR 23394 95 POWER WINDOW MOTORS right amp left These part numbers are preceded by body style identification numbers e g 5423394 Parts may be added to or deleted from the mandatory list during the year Dealers will be notified of any changes by separate communication 1 20 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL
352. m being returned for correction e Claims with actual time of 2 0 hours or more require that comments supporting the need for the actual time be input in ACES Il e When actual time is claimed technician comments supporting the actual time must be recorded on the claim shop copy Time Recording Procedure Whenever time recording is required dealerships must follow these procedures e Record time on the claim shop copy or on a daily time ticket affixed to the claim shop copy This also includes body and paint repairs e Enter the identification number SSN of all employees assigned to the repair including the team leader if the dealership is using the team system e Service management must record separately the time spent by each employee involved in performing repairs on a vehicle Team only time recording does not fulfill time recording requirements e Ifa repair is interrupted for any reason record the time that the repair is stopped and when it is resumed e Retain any document which shows time recording 1 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Dealerships not required by the Company to time record standard labor operations When actual time repair operations are mixed with standard repair operations dealerships not required to time record standard labor operations must e Record starting and finishing time for each actual time repair if not done i
353. m to authorized service stations or Radio Exchange Centers for Canada for no charge repairs e Compact Disc Player Changer 18D806 e Premium Sound Amplifier 18B849 e Radio Chassis 18806 IMPORTANT It is critical that dealerships complete form 1878 for all Audio System component repairs paying careful attention to entering a detailed customer description of concern and an accurate VIN number Audio System Diagnostics e Audio system diagnostics are available from your authorized service station or by calling the Audio Call Center at 1 800 367 3333 continued October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 63 SMONGL SAlWAS GAHSIH 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS AUDIO SYSTEM continued continued Warranty Coverage e 2000 2002 Model F 650 amp F 750 Covered for 2 years unlimited miles 1999 and prior model 600 and higher series trucks Covered for 12 months unlimited miles Audio Products listed above are not reimbursable by Ford under warranty period Repair costs are ultimately vendor responsibility during the basic warranty period Labor to remove and install the radio is reimbursable under warranty Replace defective antennas antenna leads and speakers with parts obtained from the Parts Distribution Center Ship audio components listed a
354. mage repair cannot be completed within 90 days of Carrier drop off because of part availability the dealership should submit an Intent claim Submitting an Intent claim will satisfy the requirement that a claim be submitted within 90 days of Carrier drop off and will prevent the claim from the possibility of it being charged back more than 8 months after the claim payment date see above for additional requirements To submit an Intent claim e Enter the VIN e Enter the program code TD Enter the damage code and delivery information Carrier code date etc e Enter all vehicle information as normal Enter the base part number of the part which is delayed do not enter the entire part number e Enter comments to explain the delayed repair and provide the full part number of the part s on backorder Include the estimated total repair cost The claim will be paid at zero 0 dollar value When parts become available complete the repair and submit an appeal of the claim containing the appropriate parts and labor entries to obtain payment Documentation to support the parts delay must be retained as indicated in Section 1 Dealership Administration IMPORTANT If more than 90 days elapse between the payment of the Intent claim at zero dollars and the completion of the repair a new repair order must be submitted to obtain payment for the repair The new repair order should have a repair date equal to the repair completion date and the
355. manner in which they can merely be bolted on However in the instances where some additional work is required such as refinishing repainting that portion of the repair would be considered disclosable damage and would go toward the 500 damage disclosure requirement e Parts and accessories used to replace identical original components glass radios tires and wheels etc e Airborne material environmental fallout damage is not considered transportation damage and Federal law does not require disclosure to a new vehicle purchaser The 500 disclosable limit does not apply to damage resulting from airborne material Dealers should be aware however that state or local laws may require disclosure of environmental fallout repairs Consult your legal counsel for the effect of state or local laws IMPORTANT When requested the dealership should provide a copy of the repair order which lists details of repairs performed to the new vehicle purchaser Reacquired Vehicles A reacquired vehicle RAV is a vehicle repurchased by Ford from a retail owner as a result of a Goodwill decision Dispute Settlement Board DSB decision State Lemon Law decision or legal settlement requirement A 12 month 12 000 miles 12 month unlimited miles for vehicles resold in California RAV warranty is provided to the first retail customer The RAV coverage begins on the date and mileage at the time the vehicle is sold to the first retail customer
356. manufactured Diesel Engines 7 3L DI Turbo and Component Parts Usage Ford remanufactured Diesel engines and component parts MAY be used for new vehicle warranty including recall and CSP repairs ESP AWA or retail repairs These parts are intended for installation in Ford E and F series light trucks rated at 15 000 pounds GVWR or less which were originally equipped with the 7 3L International diesel engine This limited warranty coverage does not apply if these diesel engine assemblies and components are used in motorhome vehicles class A The service part warranty on these parts Is 6007 Complete and 6006 Stripped 7 3L DI TurboDiesel Engine Assemblies The following indicates SPW coverage when the specified parts ARE INCLUDED IN AN ASSEMBLY e Parts except those noted below and labor are covered against defects for 24 months unlimited miles e Fuel filter assembly and lines fuel transfer pump harnesses injectors sensors switches relays glow plugs injection pump and lines are covered against defects for 12 months unlimited miles e Towing is not covered for parts sold over the counter 6009 Short Blocks for 7 3L DI Turbo Diesel Engines e Parts and labor are covered against defects for 12 months unlimited miles e Towing is not covered for parts sold over the counter 6049 Head 6200 Connecting Rod 8501 Water Pump 6303 Crankshaft 6K682 Turbo 6N639 Turbo Pedestal 9E527 Injectors The following indicates SPW coverage wh
357. may have additional warranty coverage by the supplier beyond the limits of Ford coverage SDS supplier warranties are listed in the Heavy Truck SDS price list Dealers should assist the owners in obtaining the manufacturer s warranty coverage TACHOMETER Electric Basic vehicle coverage Replace complete assembly unless only a new dial face lamp bulb is required TIRES amp TUBES Not warranted by Ford Warranted by the tire or tube manufacturer unless otherwise stated in a company program see Wheel Alignment in this section Tires replaced during warranty as a result of a factory defect are reimbursed at the outside purchase price net amount Tires are not eligible for the parts allowance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 75 SMONGL SAlWAS GAHSIH 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS TOWING SERVICE 2000 2002 Model Year F 650 amp F 750 Trucks CALLS amp ROADSIDE e For the 2000 2002 Model years F 650 and F 750 vehicles are ASSISTANCE eligible for towing under the Roadside Assistance Program Please refer to Section 6 for program details including refund provisions 1999 and Prior Model Year 600 amp Higher Series Trucks e Towing required due to failure of a warranted part is reimbursable at actual cost up to the normal retail charge to the nearest dealer
358. meet the following criteria e A previous on line appeal must have been submitted through ACES Il This appeal must have received either an ADJUSTED or DENIED response from Ford e There must be NEW pertinent information that would support payment of the claim e Claims are eligible for ONE web based appeal only No further requests for review will be honored NOTE If a web based appeal was accepted denied and then it was subsequently realized that a miscellaneous expense such as handling was missing from the appeal dealers can submit an online appeal via ACES Il e Due to the nature of questions on the web based appeal form it is recommended that dealership representatives with an in depth knowledge of warranty and policy guidelines e g service manager parts amp service director submit the appeal NOTE Disagreements with Warranty and Policy guidelines cannot be addressed via web based appeal Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Web based appeals can also be submitted for e Denied ESP Prior Approval Claims e Warranty Parts Return Center chargebacks e Supporting documentation chargebacks 120 DAY RULE FOR APPEALS REVERSALS e Repairs that are paid partially or in full must be appealed within the appeal period The appeal period for the original repair is 120 days from the notification of Payment on the dealer claims register e As has bee
359. mer Satisfaction Program and vehicle recall claims with the exception of parts in the following categories which must be held until parts disposition instructions are received on the dealership s daily PEARS register e Legal Parts e Mandatory General and Remanufacturable e Special Handling Refer to the write up under Parts Retention for All Dealers Parts not recalled by the Company or picked up by an authorized distributor must be scrapped on a weekly basis IMPORTANT LEGAL PARTS Parts from vehicles involved in an accident fire personal injury and or property damage MUST NOT be scrapped until authorized by the dealer s FCSD Regional Office For additional information see ACCIDENT CLAIM in Section 3 Mandatory Parts General Select Dealer Region Dealerships must hold ALL mandatory parts for possible recall by the Company Part Description All air bags All air bag sensors All bumpers All catalytic converters All flexible fuel parts All mirrors All power antennas All seat belt components All TWC tire warranty claim tires All wheels Parts may be added to or deleted from the mandatory list during the year Dealers will be notified of any changes by separate communication Mandatory Parts Remanufacturable Select Dealer Region dealerships must retain ALL warranty parts with a core deposit as well as ALL remanufacturable warranty parts listed below until parts disposition is received on the dealership dai
360. mount there is no LSG coverage October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 3 Zam WARRANTY amp POLICY MANUAL meee lf an authorized covered remanufactured part is used under ESP LSG will cover the remanufactured part after the ESP contract has expired Anew part will be replaced for the failed remanufactured part unless the remanufacturer provides his own coverage NOTE Refund the amount paid for parts and labor to the customer File a repair for the amount paid for parts lf a third repair part failure is necessary and it is beyond 90 days or 4 000 miles from the customer paid repair but within 90 days or 4 000 miles of the second repair submit an LSG Repair If the customer requests service for an eligible repair originally made by a Lifetime dealer no longer in business submit an LSG Repair Parts cost plus applicable parts allowance is allowed if the repairing dealer chooses to absorb the labor cost Parts cost plus applicable parts allowance and labor costs are allowed if the former dealer purchased the Contingent Liability Protection Plan upon closing the dealership If you exceed your predetermined 12 month Labor Liability Cap at the beginning of the following calendar year submit a repair for the difference between the Labor Liability Cap and the total amount of labor expense incurred The preceding information explains the types and uses of LSG repairs Procedures for preparing
361. mousines Index 12 Ford Motor Company Ford Motor Vehicle Assurance Company 3 34 3 35 3 58 3 35 2 12 2 14 3 53 3 35 9 16 3 35 3 71 5 4 5 4 5 1 2 10 3 35 3 2 6 3 3 36 3 36 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Liquefied Petroleum Gas or Other Alternative Fuel Engines Propane C N G L P G Cars and Light Trucks 3 37 600 and Higher Series Trucks 3 72 Loose Item Checklist 2 8 Loss amp Damage Claim 3715 Coding System 2 2 Concealed Damage 2 10 Denied Claims 2 18 Disclosable Non Disclosable Damage 2 14 In Transit Damage Repairs In Transit Dealers 2 14 In Transit Damage Repairs Destination Dealers 2 16 Reimbursement 2 15 Repaired in Transit 2 12 Submitting 2 16 Supporting Documents 2 18 Lubricants See Fluids 3 29 amp 3 69 M Magnuson Moss Act 1 5 Mail Audit Request for Supporting Documentation 1 10 amp 5 16 Maintenance Non Reimbursable Conditions 3 3 Cars and Light Trucks 3 38 600 and Higher Series Trucks 3 72 Lincoln Complimentary Maintenance 3 37 Mandatory Parts Return 1 19 Manual Transmission See Powertrain Components 3 99 Mass Air Flow Sensor Cores 1 24 Mileage Accumulation Company Evaluation 2 28 Misbuilt Vehicles Vehicles Not Built as Ordered 2 20 Misinvoiced Vehicle 2 22 Mod Center Coverage for components installed by Mod Center 3 53 Modification Alteration See Alteration or Modification 3 17 Non Reimb
362. mpany October 2003 DEALER REQUEST FOR CONSUMER AFFAIRS REVIEW IMPORTANT DO NOT PERFORM REPAIRS UNTIL AUTHORIZED This Form is for RETAIL VEHICLES ONLY For FLEET VEHICLES call1 800 343 5338 DEALER INFORMATION Requesting Dealer P amp A Region amp State Contact Person Phoe __ _ CUSTOMER VEHICLE INFORMATION New or Used WSD Year Model VN eee Mileage Customer Name Address Ciy GtFCurNtY ss State Zipcode Home Phone ___ Work Phone ___ DETAILS of INCIDENT Incident Involves Circle all that apply Accident Y N Fire Y N Injury Y N Medical Attention Sought Y N Date of Incident Is customer alleging a component defect caused the incident Y N If yes what type amp details Was a police report filed Y N If yes where Has the Insurance Company been contacted Y N What did the insurance company advise Owner s Insurance Company ___ Agent s Name Insurance Company Phone Number __ _ gt _ If the vehicle is a conversion unit who is the coach builder City State Zip RESOLUTION that CUSTOMER is SEEKING PROVIDE ADDITIONAL COMMENTS ON A SEPARATE SHEET OF PAPER ATTACHMENTS Y N PAGES __ Fax to 313 845 5668 or 313 845 5555 PLEASE USE THIS SHEET AS ORIGINAL AND DUPLICATE AS NEEDED October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 35 CALL TOLL FREE 800 521 4116
363. mpleted signed RAV Disclosure Warranty Notice FCS 8520 to Ford RAV Headquarters 248 848 5900 FAX NOTE A cover sheet provided to the dealer at auction is also to be completed and faxed e RAV HQ verifies that the faxed 8520 form and cover sheet are complete and legible e Ifthe properly completed RAV Disclosure Warranty Notice is received by 3 30 PM ET RAV HQ will forward the original title by Next Day Air the same day the fax is received next day if received after 3 30 PM ET e The dealer will receive the original title the first or no later than the 2nd day after the properly completed RAV Disclosure Warranty Notice is received by RAV HQ and completes the new owner title process NOTE If the selling dealer does not disclose RAV status to the first retail customer the Company will make the appropriate disclosure RAV DISCLOSURE AGREEMENT To comply with many state laws and to ensure that owners are properly and fairly treated Company policy prohibits RAVs being resold unless the vehicles are properly disclosed and registered for the RAV warranty To ensure 100 compliance with Ford s disclosure policy an RAV Disclosure Agreement FCS 8535 must be signed by the purchasing dealer or the buyer representing the dealer for each RAV purchased at a Ford sponsored auction This form includes Ford s disclosure policy and actions Ford may take in the event of dealer non disclosure October 2003 Ford Motor Company
364. ms amp Publications Ordering Procedures and Form Examples 9 29 Index Table of Contents Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zs WARRANTY amp POLICY MANUAL meee WARRANTY AND POLICY MANUAL ORDERING INSTRUCTIONS The Warranty amp Policy Manual is available to all dealers on line through the FMCDealer com website under the SERVICE heading under the subheading WARRANTY If you would like to purchase a printed copy of the manual or other warranty publications you can do so on line through the FMCDealer com website or by calling Archway Publica tions at 734 713 3446 ORDERING ON LINE di logging into FMCDealer com Click on Dealer eStore e Under Department in the Search by category section select Service e Under Topic select Warranty and Policy e Click on Search for Matching Items e Scroll through the selections until you reach the Warranty amp Policy Manual e Click on View Next Items as needed to continue scrolling on the next page e Enter the quantity you would like to purchase in the Enter Order Quantity Field e Click on Add to Shopping Cart This will take you to the Your Shopping Cart screen e Click on Check Out e Verify your order and shipping method then click on Place Order e The appropriate amount will be charged to your Parts Account Note For assistance click Help ONLINE NAVIGATION INFORMATION When viewing
365. n 1 in length or diameter generally denoted as severity code 1 scratches and other blemishes which can be corrected by brush or polish Touch up of minor chips and scratches is included in the Predelivery Inspection allowance Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Unless evidence of impact or abrasion is present to the RapGard white protective wrap dents dings chips scratches etc found under the RapGard should not be written on the bill of lading delivery receipt These are factory defects which are covered by warranty Do not include repairs covered by warranty on the bill of lading delivery receipt If one key is missing a warranty claim should be filed If both keys are missing it should be noted on the bill of lading delivery receipt and a Carrier Loss amp Damage claim should be filed Missing key fobs are considered a warranty repair unless they were shipped in a key bag If a key bag was used and the seal is disturbed the missing fobs should be noted on the bill of lading delivery receipt and a Carrier Loss amp Damage claim should be filed Battery Maintaining the state of charge while vehicles are in dealership storage is the dealer s responsibility Check battery state of charge within 72 hours of vehicle receipt If the battery eye is red recharge the battery until the eye turns green For batteries without an eye
366. n historically the case when submitting a reversal for a chargeback the dealer must submit its request for reversal within the appeal period The appeal period is 120 days from the date the chargeback appears on the dealer register e Failure to appeal a payment or to submit a reversal for a chargeback within the appeal period will result in the dealer s loss of the right to appeal or submit a reversal for a chargeback LOSS AND DAMAGE CLAIM CHARGEBACK PROCEDURE e In instances where a Loss and Damage claim is charged back and you receive a message that instructs you to file as a warranty claim and the repair has now exceeded the 90 day repair submission time limit file a warranty claim within 90 days from the date of the chargeback and enter the following comments in the Tech Comments Field of the claim Resubmission of In Transit Damage Chargeback as Warranty Repair Repairs submitted without this statement may be returned as being Beyond 90 Days October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 5 17 Zam WARRANTY amp POLICY MANUAL Eee MISCELLANEOUS POLICIES AFTER WARRANTY After Warranty Assistance repairs must be at warranty rates ASSISTANCE CONSEQUENTIAL EXPENSE DELAY IN SUBMITTING CLAIM DISCOUNTS ON PURCHASED SERVICES INCIDENTAL EXPENSES REFUNDS 5 18 Dealers in states requiring a sales tax on After Warranty Assistance repairs may include the applicable percentage
367. n of the form is completed submit IMMEDIATELY to Ford Motor Company with NOTE When this section of the form is completed DO NOT submit to Ford Motor Company when a repair is required supporting documentation attached beyond warranty but within the mileage extension period Provide a copy of this form and supporting documents to the Ford dealer performing the repair 2 28 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 3 WARRANTY COVERAGES PAGE COVERAGE SUMMARY INTRODUCTION NUMBER e Warranty Responsibility 3 1 e When the U S Warranty Applies 3 1 e Canadian Warranty Coverage in the United States 3 2 e Coverage Priority 3 2 e Related Damage 3 3 e Non Reimbursable Conditions 3 3 FORD LINCOLN MERCURY TH NK CAR amp LIGHT TRUCK COVERAGE e Warranty Coverage Summary Charts 1995 2004 Model Years 3 7 2004 Model Cars and Light Trucks 3 8 2003 Model Cars and Light Trucks 3 9 2002 Model Cars and Light Trucks 3 10 2001 Model Cars and Light Trucks 3 11 2000 Model Cars and Light Trucks 3 12 1997 1999 Model Cars and Light Trucks 3 13 e Car amp Light Truck Coverage Conditions amp Procedures by Category 3 14 600 amp HIGHER SERIES TRUCK COVERAGE e Warranty Coverage Summary Charts 1996 2003 Model Years 3 53 2000 2004 Model F 650 and F 750 Series Trucks 3 54 1999 Model F 800 Series Trucks 3 55 1998 Model 700 and Higher Series Truck
368. n of the replacement cost based on the months of usage at the time of adjustment The Motorcraft battery warranty is based on a cost per month calculation The cost per month will be the Motorcraft List Price in effect at the time of adjustment divided by the total warranty months in the adjustment period The owner will receive the first three 3 months of service at no charge After the first three 3 months of service the owner will pay the amount equal to the total number of months in service times the cost per month toward the purchase of a new Motorcraft battery This warranty is in effect for privately owned passenger cars and light trucks WHEN PASSENGER CAR BATTERY IS USED IN A COMMERCIAL SERVICE TRUCKS OVER ONE 1 TON MARINE RV LAWN TRACTOR ETC THE WARRANTY PERIOD IS 36 MONTHS IMPORTANT Further Warranty information is on the reverse side of this card SERIAL NOTE Detach and KEEP with your purchase invoice NUMBER otorcratt UNNEC oe Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Retail Customer Purchased Motorcraft Batteries Type A WARRANTY COVERAGES This warranty applies to all batteries sold on or after June 1 2002 Warranty coverage periods for this type are Private Passenger Cars amp Light Trucks Warranty Periods BATTERY TYPE WARRANTY COVERAGE GRATIS PERIOD LABOR TOWING COVERAGE BXT Tested Tough MAX 100 months
369. n related to Branded Titles shown on OASIS T1 T2 T3 etc see page 3 120 of the Warranty amp Policy Manual OASIS Availability There are many ways to access OASIS for example e Dealer Systems Providers e Personal computers using the CD systems load offered as part of the all dealer solicitation of continuing enrollment for 2001 model year e The Web e WDS Worldwide Diagnostic System Ownercards e The Warranty Authorization Card was eliminated effective with vehicles built on July 24 1995 Job 1 1996 OWNERCARD REPLACEMENT REQUESTS Ownercards are no longer being replaced If a customer requests a replacement card the dealer should explain to the customer that the card is not required for warranty or service contract repairs 9 18 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee VEHICLE IDENTIFICATION NUMBERS The following VIN Coding charts explain the vehicle identification codes VEHICLE IDENTIFICATION NUMBER VIN CARS WORLD MANUFACTURER 4 IDENTIFIER VEHICLE LINE MODEL YEAR RESTRAINT SYSTEM ENGINE ASSEMBLY PLANT FORD BUILT CAR DESIGNATION VIN CHECK DIGIT VEHICLE SEQUENTIAL NUMBER OTHER INFORMATION ORDERING DISTRICT TRIM TRANSMISSION PAINT BODY DEVIATION TRIM RADIO PAINT ACCENT AXLE RATIO MOON ROOF VEHICLE IDENTIFICATION NUMBER VIN TRUCKS WORLD MANUFACTURER 4 IDENTIFIER ENGINE 7 ASSEMBLY PLANT BRA
370. n repairs Failure to obtain prior approval may result in denial of claim payment Dealerships are notified of the details of each particular program by dealer letter on FMCDealer com Regional Authorization to Submit Claim Some claims must have Regional Management authorization before they can be submitted Refer to Authorization Requirements on page 1 1 When authorization is required Form 1863 6125 2 must show the approval in one of the following ways e Obtain a five digit computer generated code from an FCSD Customer Service Manager Enter the code in the Approval Number box e Enter a five digit code for a Concern Definition Panel repair which was issued by a Company Plant or Engineering Activity in the Approval Number box The approval form number must be entered in the Description of Concern area of the claim Dealer Principal Owner Operator GM Authorization to Submit Claim Prior to submission all claims submitted to Ford for payment must be reviewed and signed by the Dealer Principal Owner Operator or General Manager This responsibility may be delegated to other members of management A written copy of this authorization should be kept on record at the dealership and must be available for review by Company personnel In some instances Ford may rescind the Dealer Principal s Owner Operator s ability to delegate this responsibility and require his her personal review and authorization of every claim submitted to Ford for
371. n sequence This must include stopping and starting times if the repair is interrupted e Iftwo or more actual time repairs are done in Sequence record starting time of the first actual time repair and completion time of the last actual time repair Dealerships required by the Company to time record standard labor operations Standard Labor Operations Only When all labor operations on a claim are standard dealerships required to time record standard operations must e Record the starting time of the first repair and completion time of the last repair Standard and Actual Time Labor Operations When actual time repair operations are mixed with standard operation repairs dealerships must time record the claims using one of the following methods Separate time recording e Record the starting time of the first repair e Record the starting time and completion time for each actual time repair if not done in sequence e For two or more actual time repairs performed in sequence record starting time of the first actual time repair and completion time of the last actual time repair e Record the time when all repairs are completed Combined time recording e Record the starting time of the first repair and completion time of the last repair e When time recording is combined only the difference between the standard labor operation allowance and the time recorded on the claim shop copy is allowed for an actual time labor operation
372. ne was involved NOTE The Technical Service Hotline only provides guidance with diagnosis and repair The Technical Service Hotline does not provide repair approval or make financial commitments The dealer technician must run a symptom code through OASIS for the vehicle s he is working on and perform the noted repair If at that time the technician is unable to fix the vehicle s ne should contact the Hotline for assistance 1 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen Conditions NOT Subject To Disallowance cont d Phone Prior Approval e Coverage eligibility provided all relevant information i e complete service history was accurately provided during the phone call e Extent Cost of Repair for example replacing an engine vs repairing an engine provided that accurate and complete information was provided during the phone call and dependent upon confirmation that diagnostic and repair direction was followed This condition only applies to the aspects of the repair in which the prior approval activity was involved Prior Approvals For Specific Components Ford Motor Company has established a number of programs involving groups of dealerships to assist in early vehicle concern identification or warranty cost control Examples include the RTDA program and Digital Imaging These programs may require dealerships to obtain prior approval before initiating certai
373. ng Ford Authorized Distributors FAD s and Ford High Cube Centers HCC s They are available for use in all repairs including New Vehicle Warranty ESP AWA Service Part Warranty and retail Remanufactured assemblies are remanufactured to Ford Motor Company specifications and are identified by a Ford remanufactured emblem The Handling Allowances listed in the Powertrain Reference Guide also apply to PRICED remanufactured or new engine and transmission assemblies These exchange engine and transmission assemblies are NOT eligible for a parts mark up unless otherwise notified by the Company Any Ford remanufactured assembly that does not have a handling allowance is eligible for parts markup This special preparation applies to the following components when it is necessary to send them to authorized service stations or Radio Exchange Centers for Canada for no charge repairs During the Bumper to Bumper warranty period repairs to most audio parts are ultimately the responsibility of the vendor who will be billed by the authorized service station Please consult your authorized audio service station to verify part coverage before performing audio repairs under the Bumper to Bumper warranty IMPORTANT It is critical that dealerships complete form 1878 for all Audio System component repairs paying careful attention to entering a detailed customer description of concern and an accurate VIN number 3 18 Ford Motor Company Ford Motor
374. ng if required Access time removing of non Ford parts add on equipment i e trailer hitches etc in order to complete the recall e Notify the Company of any change in the owner s name and address Complete and mail an Owner Notification Change Postcard to the Recall CSP Coordinator See Section 9 for address Owner Notification Change Postcards are included with each owner s recall letter Field Service Action FSA VIN Lists FSA affected vehicle VIN Lists are available on FMCDealer com this list can also be accessed directly at https web fsavinlists dealerconnection com These lists provide dealers with the ability to view all vehicles that are in dealer stock or sold in their local service area that require service work in order to complete an open Field Service Action FSA Dealers are encouraged to use these VIN lists to aid in completing the closure of FSAs 4 2 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee NOTE Your FSA VIN List may contain customer names and addresses obtained from Motor Vehicle Registration Records The use of such motor vehicle registration data for any purpose other than in connection with recalls is a violation of law in several states provinces countries Accordingly limit the use of this listing to the follow up necessary to complete recall actions Important sections of the FSA VIN List website include e VIN Lists View a s
375. ng repairs The following guidelines apply LimoCare The labor rate for Limousine repairs is established using the dealer s current labor rate The Retail Labor Rate Option Process may be used to increase the labor rate provided the retail rate is fair reasonable and competitive Only Warranty and Extended Service Plan ESP repairs performed on Town Car limousines hearses with 1L1 or 1LJ in position 1 2 and 3 of the VIN can be submitted under the secondary P amp A code See Limousines in Section 3 for a definition of approved Town Car and Excursion conversions Electric The labor rate for Electric Vehicle repairs is set at a rate 15 higher than the dealer s warranty labor rate Only warranty repairs on Electric Rangers with engine code 1 or 7 VIN position 8 are eligible for reimbursement at the higher labor rate Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee CNG The labor rate for CNG repairs is set at a rate 15 higher than the dealer s warranty labor rate Only repairs to the following vehicles are eligible for reimbursement at the higher labor rate Vehicle Line System Fuel Engine VIN CODE pos 8 Contour Bi fuel NGV 2 0L GFP l 4 Z Cr Vic Ded NGV 4 6L V 8 9 E F Series Bi fuel NGV 5 4L V 8 Z E F Series Ded NGV 5 4L V 8 M Motor homes The labor rate for Motor home repairs will initially be set at the dealer s standard warranty labor rate The Ret
376. nge in ownership data e Itis the responsibility of the dealer to perform recalls promptly IMPORTANT When a Ford vehicle is in the dealership s possession for whatever reason OASIS must be contacted to determine if there is an open recall When an open recall is found make the necessary correction promptly To request that a recall on a specific vehicle be reopened contact the Special Service Support Center at 1 800 325 5621 Please provide the VIN Recall number P amp Acode and reasoning e The owner should present the recall letter to the dealer when requesting recall service but recall service should not be denied because of a missing letter Complete all recalls identified in OASIS as soon as possible even when the owner s letter is missing e A dealer must verify recall eligibility through OASIS regardless of whether the owner presents a personalized letter e The dealer performs the service following the repair instructions contained in the particular recall bulletin e The dealer requests reimbursement for the completion of the recall through the ACES Il claims payment system refer to the Special Preparation section of the ACES II User Manual including reimbursement for the recall repair related damage See page 4 4 for Related Damage on Recalls refunds only if specifically authorized in the program dealer bulletin and customer letter Special Customer Handling If Authorized Towi
377. ning systems Repairs performed without the use of recovery recycling equipment are not eligible for reimbursement AIRBORNE MATERIAL For damage caused by airborne material environmental fallout Environmental Fallout where there is no factory related defect involved and therefore no warranty Ford Motor Company s policy is to cover paint damage due to airborne material for 12 months 12 000 miles whichever occurs first The policy covers vehicles e Received damaged from carriers e In dealer stock e Sold and in possession of owners Environmental conditions not covered by Policy This policy does not cover surface rust and deterioration of paint trim and appearance items that result from use and or exposure Some examples include Damage caused by bird droppings Damage caused by tree sap Stone chips scratches Hail damage Damage from lighting Damage resulting from flood Reimbursement for damage to vehicles caused by a SINGLE IDENTIFIABLE CATASTROPHIC event i e overspray from a crop duster should be sought through the dealership s insurance company not Ford continued 3 62 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS AIRBORNE MATERIAL Dealers are responsible for minimizing fallout damage during Environmental Fallout inventory storage continued
378. nnouncement or inthe case of emergency repair away from the servicing dealer after the recall announcement the customer is eligible for both a refund and a repair See page 4 5 for additional information regarding Recall refunds NOTE Vehicles affected by R programs may not need repair Service the vehicle only if it has the same concern or condition as vehicles in the associated regional Safety Recall or if it is operated in the affected regions specified in the regional Safety Recall bulletin Always refer to the R program bulletin for details Recall Process e Affected dealerships receive via FMCDealer com Arecall bulletin explaining details of the recall and repair instructions Information on direct shipment of parts or parts ordering procedures Generally a list of vehicles which require inspection and possible correction See Field Service Action FSA VIN list information in this Section October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 1 Zam WARRANTY amp POLICY MANUAL meee e After dealer notification the owners of recalled vehicles receive via first class mail A personalized letter which explains the recall and asks the owner to return the vehicle to a Ford Lincoln Mercury or THINK dealership for prompt correction or directions to call a 1 800 phone number to arrange for parts shipment and a service appointment A preprinted postcard to inform Ford of any cha
379. not covered under another towing insurance coverage 6V009 Short Blocks 6V049 Cylinder heads and 6V303 crankshaft kits for gas engines e Covered for 12 months 12 000 miles from the warranty start date whichever occurs first e Ford will cover 100 of parts and labor at the approved warranty reimbursement rates e If Dealer installed reasonable towing charges are covered only if the vehicle is not covered under another towing insurance coverage IMPORTANT All gasoline engine assemblies replaced under the New Vehicle Limited Warranty Service Part Warranty and After Warranty Assistance will require additional prior approval from the Technical Hotline Examples of engine assembly base part numbers included in the prior approval program are 6006 sealed long block 6007 complete engine 6012 remanufactured long block 6V012 Motorcraft engine direct ship engines and free engine exchanges 3 122 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Limitations to the Warrant The following limitations apply to the products covered by this limited warranty e Motorcraft remanufactured gas engines and transmissions found to be defective before installation on the vehicle or sale over the counter are to be returned for credit to your selling Ford Authorized Distributor for powertrain products e Towing charges are not reimbursable for Motorcraft remanufactured gas engines and transmission
380. ns must be retained e Any scanned images must be fully legible e Customer and Dealer representative signatures authorizing review for submission must be captured Entry of Service Management authorization signatures actual or electronic identifier must be allowed on a per repair line basis These entries must carry a date and time stamp e Menu driven technician comments may be utilized but technician comments must be repair specific include test results and accurately reflect the work that was performed and why it was performed Document Retrieval Complete vehicle service histories including internal warranty customer and accounting copies as well as all associated supporting documentation must be accessible by vehicle identification number Retention must be structured so that complete service histories including all associated supporting documentation can be provided within one business day of a request Record Retention The following records are needed to support claims and other payments reimbursed by the Company Accounting copy of all claims submitted Automatic Transmission Diagnosis Information Sheet FCS 8601 required when Ford remanufactured transmissions are used in Ford paid repairs Bill of Lading Delivery Document Body shop estimate copy Copies of computer generated claims Alternative Forms ACES II Repair Register Dealer Core Receipt top yellow copy of the Core
381. ntain e Program Code R23 e Condition Code C8 for Industrial Environmental Fallout ALTERATIONS OR All alterations or modifications of Ford Motor Company vehicles MODIFICATION must be done in compliance with all applicable State and Federal Statutes and regulations The installation use of any non Ford product will not necessarily void the Ford New Vehicle Limited Warranty If however the non Ford product fails or causes a Ford part to fail the cost of the repair and any related damage are not covered by the Ford New Vehicle Limited Warranty The vehicle owner would need to look to the manufacturer or installer of the non Ford product for repairs not to Ford For example the new vehicle warranty does not cover damage caused by e Alteration or modification of the vehicle including body chassis or components after the vehicle leaves Ford Motor Company s control Lift Kits Oversized Tires Roll Bars etc Misuse of vehicle such as driving over curbs overloading racing or using the vehicle as a stationary power source hauling in excess of G V W Tampering with the vehicle tampering with emissions systems or with other parts that affect these systems Performance Chips Exhaust Intake Systems etc AMBULANCE Vehicles converted to ambulances must be equipped with the Ford Ambulance Prep Package see information plate driver s side rear door pillar Converting vehicles that are not equipped with the Ford Ambul
382. ntal related expenses incurred up to the specified plan limits Not available in Hawaii prior to the 2002 plan year Within 3 yrs 36 000 miles for 1996 through current model year Ford Mercury vehicles or 4 yrs 50 000 miles for 1996 through current model year Lincolns Any component covered by the New Vehicle Limited Warranty Beyond 3 yrs 36 000 miles for 1992 through current model year Ford or Mercury vehicles or 4 yrs 50 000 miles for 1996 through current model year Lincoln vehicles Any component covered by the ESP plan on the vehicle 1996 through current model year Lincolns Refer to the Transportation Assistance Program Guidelines TAP in Section 6 or call 1 800 336 0798 for further information on the TAP Program IMPORTANT Dealers must obtain prior approval for any ESP claim requiring over 5 days of rental car reimbursement coverage Guidelines If the vehicle is brought in for service is inoperable and must be kept overnight to complete a covered repair Ford ESP will reimburse the customer for a rental vehicle up to the maximum number of days described in the plan provisions beginning with the day the repair work commences A 24 hour period or portion thereof is considered one day Reimbursement is calculated from the time the rental vehicle is provided to the customer to the time the rental vehicle is returned For 2001 and prior plan years rental coverage does apply to work done on recalls
383. nth for commercial RH series batteries 3 106 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Electric Ranger Traction Battery The traction battery is covered against defects in factory supplied materials or workmanship for the first 12 months in service or 10 000 miles whichever occurs first at no charge After the first 12 months in service or 10 000 miles whichever occurs first the traction battery will be replaced on a customer participation basis as follows Month 13 16 17 18 19 20 21 22 23 24 25 amp Up Mileage 10 001 12 000 12 001 14 000 14 001 16 000 16 001 18 000 18 001 20 000 20 000 and above Percent Covered by Ford 50 40 30 20 10 0 The percent covered by Ford will be the lower of the percents based on time months or mileage For example if the vehicle has been in service 14 months and has been driven 13 000 miles Ford will cover 40 of the battery replacement cost IMPORTANT Electric Rangers may only be serviced at Electric Vehicle EV certified Ford dealerships Locations for these authorized facilities can be obtained by contacting the Alternative Fuel Customer Assistance Center at 1 877 ALT FUEL Certified fleet locations may service their own Electric Rangers October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 107 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee Or
384. nty to Customers Purchasing Parts and Accessories From Ford and Lincoln Mercury Dealerships Dealer to Customer Under the Magnuson Moss Act Public Law 93 637 dealers who offer written warranties on retail products selling for more than 15 00 must meet certain warranty requirements and must inform the purchaser about the warranty Because the Act is particularly complex including its interaction with State warranty laws Ford Motor Company recommends that all dealers consult their legal counsel especially in regard to implied warranties Violations of the Act and the FTC rules can carry severe penalties As an example the following is a sample warranty statement that dealerships may use and revise as appropriate and after consulting their legal counsel COVERAGE STATEMENT The dealer The Complete Name and Address of the Dealership warrants that Ford parts and accessories found to be defective in factory supplied material or workmanship will be repaired replaced or exchanged as follows THINK Ford Mercury and Lincoln cars and light trucks e 12 months or 12 000 miles whichever occurs first from the part or accessory warranty start date 600 and higher series trucks e 12 months unlimited miles from the part or accessory warranty start date NOTE See UNIQUE WARRANTY COVERAGES in this section for additional coverage when applicable The purchaser must return the defective part or accessory to the dealer s place of business
385. o tape or CD player is eligible for warranty repair replacement Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS AUDIO SYSTEM Carefully inspect bezel face for liquid residue sticky or shiny continued substance Determine if all buttons and knobs operate freely liquid frequently causes buttons to stick or require excessive pressure to actuate After unit is removed from instrument panel inspect top and bottom cover for signs of liquid residue Inspect player door area and interior of player for pry marks especially if tape CD is in the deck and will not eject Open player door and look carefully at levers and head assembly to see if they are bent or broken Also look for loose parts or foreign objects Such as coins For radios equipped with a removable security bezel the bezel must be returned with the core radio A missing security bezel is not a warrantable concern Warranty claims for non defective radios which are missing the security bezel will be returned to the dealership If any of the above conditions exist the unit is not covered under warranty Please contact the customer immediately and advise him her that the failure did not occur as a result of a factory defect asa result the damage is not covered under warranty Contact your local service facility for retail rep
386. o be removed ONLY by the Ford Authorized Distributor FAD at the time warranty adjustment is requested Removal of the tag from a non defective battery voids the warranty REPLACEMENT PROCEDURE After the battery is properly tested and found to be unserviceable by the Dealer the battery is to be replaced with an equivalent Motorcraft battery in exchange for the Pro rata amount collected from the vehicle owner or at no cost on a Gratis basis described on the label The Customer s cost of replacement on Pro rata claims is based on published Non Commercial cost per month i e 1 00 Cost per Month x 39 Month s Service 39 00 Customer Cost In the above example the Customer would pay 39 00 to replace the battery This example reflects a consumer replacement Pro rata adjustment For Fleet installed batteries the commercial warranty Cost per Month should be used If the defective battery was service installed not sold over the counter labor and towing if needed may be claimed from Ford The defective battery and required paperwork are returned to the Ford Authorized Distributor FAD for warranty replacement FADs are to replace the defective battery on either a gratis basis or for an amount equivalent to the Customer s Cost on Pro rata claims Published cost per month for Consumer Non Commercial service can be calculated by using the following formula Present Published List Price Number of Months Coverage Cost per Month
387. o character state code e g MI for Michigan from the license plate of the repaired vehicle in the LIC ST _ field for all emission claim submissions Failure to enter this information in ACES II may result in the claim being returned unpaid Non Ford Diesel Engines The emissions systems for heavy duty diesel engines that are not built by Ford are warranted by their manufacturer Full details of this warranty coverage are in the engine manufacturer s service policy or engine manual which is placed in the vehicle when it is built Federal Emissions Control Systems Defect Warranties The Emissions Defect Warranties provide that Ford will repair or replace certain emissions control systems components if they are found to be defective during the warranty period at no cost to the owner including diagnosis Refer to the applicable model year summary chart for Federal Emission Warranty coverage NOTE Repairs necessary to correct a condition causing Malfunction Indicator Light MIL illumination and to restore proper function to the MIL system are covered by the Emissions Defect Warranty These repairs must be performed even if the failed component is not specified as an emissions component All cases of MIL illuminations must be fully explained and documented on the repair order October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 81 SNOISSIMNa 1V433QJ4 FEDERAL EMISSIONS Zam WARRANTY amp POLICY MANUAL meee Fede
388. o of less than 100 ESP claims are excluded from Warranty Counseling Process action Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee Warranty Review Follow up Step 3 lf warranty performance continues to trend abnormally after the initial warranty review a Step 3 Follow Up Review will be performed Dealers are provided a minimum of 3 months following the initial warranty review to improve their performance before a warranty review follow up will be performed The main focus will be on dealer actions since the prior review and overall warranty practices and processes FOLLOW UP REVIEW ELIGIBLE CHARGEBACKS The following list of categories from the warranty review Standardized Chargebacks applies to follow up reviews The application of chargebacks during the follow up review while not limited to should focus on the following e Root cause deficiencies identified during the initial review that are still unresolved e Administrative deficiencies that were identified as memo items during the initial review Overpayment Categories e Customer and Ford billed for the same repair e Duplicate claim payment e Overlapping unsupported or unnecessary labor operations e Rental Reimbursement ESP exceeds actual usage e No charge assembly claimed as purchased part e Sublet towing invoice less than amount claimed e Used vehicle reconditioned under ESP e Ineligible deal
389. o prior approval is required NOTE Ford Motor Company reserves the right to change or modify the Prior Approval Program e For prior approval call the ESP Prior Approval Team at 1 800 321 7790 Ford Lincoln Mercury vehicles or 1 800 521 4116 competitive make contracts e Dealerships must complete the ESP Prior Approval Worksheet and the ESP Prior Approval Service Advisor Checklist before calling in for prior approval See Resources Section 9 for example e After review of the repairs requested and completion of an on site inspection when required prior approval personnel will either 1 provide you an approval code which must be included on the claim during submission or 2 advise why the claim is being partially or totally denied NOTE U S Ford and Lincoln Mercury Dealers are authorized to repair Canadian vehicles within the time and mileage of the Canadian warranties and ESP coverage All claims for Canadian vehicle repairs are to be submitted through the ACES II system For ESP coverage information for Canadian vehicles call 1 800 565 3673 ESP Inspection ESP vehicle repairs requiring an inspection will be decided by prior approval personnel Inspections are done primarily by Vehicle Inspection Services VIS e The prior approval representative will advise you to have the vehicles torn down if necessary for the requested repair in preparation for inspection Note If diagnosis reveals repair is not covered by ESP
390. oberts Ford 666 American Road Novi Mi DAS1U5 TB rAd Lus iil i iT ai USTE 13 3 ait i HE i 1 grmMDpas ep i 1 be i i me ie Gad j ded E a ft EE sii i LOOSE ITEM CHECKLIST ONRAP ACCEPTANCE FIXED ORLAT S TIRE WHEEL COVERS i TBAVSGOWIGSG car B amp F Roberts Ford 666 American Road 2FMDAS 1LUSTBAI69466 Novi MI CONDITIONS TO BE REIMBURSED BY FORD FORM 1863 6125 2 Conditions which are not considered transportation loss and or damage which should not be noted on the bill of lading delivery receipt and which should be claimed as warranty include the following e Wavy sheet metal file grinder or weld marks e Outward dents in sheet metal e Paint runs overspray sags blistered or peeling paint or foreign material in paint e Bumper under chrome defects thin or peeling chrome e Missing parts that are not options and are not listed on the Loose Item Checklist are plant responsibility and should be claimed on a warranty claim condition code 39 may be used 2 8 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e Minor chips scratches dents or dings found under RapGard unless there is evidence of impact or abrasion to the RapGard e Customers have up to one week from the new vehicle delivery date to report any pre existing dents dings chips or scratches to the selling dealer Dealers have up to one month
391. of Claims Driveshaft and Center Support Bearings See Powertrain Components 600 and Higher Series Trucks Duplicate Labor Overlapping Labor E Electric Powered Vehicles Electric Ranger Traction Battery Electronic Instrument Cluster See Instrument Cluster Products Emergency Repairs Visiting Owner Non Visiting Owner Vehicles Cars and Light Trucks 600 and Higher Series Trucks Emissions Control Systems Aftermarket Part Certification California Defect Coverage California Performance Coverage Guidelines 8 80 Federal Emissions Coverage See Coverage Charts Federal Defect Coverage Federal Emissions Performance Warranty Non Ford Diesel Engine Coverage Parts Eligible for Coverage See Parts Coverage Directory Index 8 Ford Motor Company Ford Motor Vehicle Assurance Company 9 33 9 3 3 58 5 6 3 2 3 107 3 34 3 28 3 67 3 91 3 85 3 89 3 8 to 3 13 3 81 3 81 3 81 3 91 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Engine Car and Light Truck Coolant See Fluids 3 29 Powertrain Exchanges 5 9 Noise 3 5 600 and Higher Series Trucks Coolant See Fluids 3 69 Powertrain Components Engine amp Drivetrain 3 58 Noise 3 5 Engine Warranty 7 3L Direct Injection and 6 0L Diesel 3 26 Environmental Fallout Airborne Material Cars and Light Trucks 3 16 600 and Higher Series Trucks 3 62 Exchange Price See Parts Reimbursement 5 12 Exhaust Manifold See Powertrain Components
392. of Lading Delivery Receipt After documenting in transit loss and damage to anew vehicle complete the repairs necessary to restore the vehicle to a new vehicle condition Follow the Receiving and Inspecting New Vehicles guidelines outlined in this Section Loss and Damage claims should be submitted immediately upon completion of the repair preferably no later than 90 days from the Carrier drop off date If the repair can not be completed within 90 days of the Carrier drop off date due to part availability an Intent Claim see below for filing instructions should be filed within 90 days of the Carrier drop off date Repairs returned for correction completion or additional information should be resubmitted within 48 hours DWE ACES II Repairs After submitting the information on the completed repair file the repair set with the supporting documents attached in the Customer Service File For repairs greater than 500 mail the Bill of Lading Delivery Receipt Repair Estimate certified letter delivery notification and a copy of the DWE ACES II supporting document register when available with the control number highlighted and stapled on top of the supporting documents to the address given below after payment is received The 500 level to mail in paperwork for in transit damage is based on the total repair visit e g 1 repair 550 or 3 repairs on the same vehicle 200 each the repair totals would exceed the 500 limit Note in the sec
393. ogram s time period runs concurrently with the Bumper to Bumper Warranty Coverage 4 Covers catalytic converters including heat shields electronic emissions control unit and onboard emissions diagnostic device required 8 years 80 000 mile coverage per the Clean Air Act 5 The Federal Emission coverage is limited to vehicles not eligible for the California Emissions Warranty NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 13 SMONGL LHOIT 8 SUVIO CARS amp LIGHT TRUCKS Zz WARRANTY amp POLICY MANUAL meee CARS AND LIGHT TRUCKS Coverage Conditions amp Procedures New cars and light trucks have warranty coverage against defects in factory workmanship or materials Coverage for some components may vary under Basic Warranty Powertrain Warranty or Bumper to Bumper Warranty or one of the maintenance warranty programs This section explains these variations and other unique conditions or requirements IMPORTANT References to basic vehicle cov
394. ompany Kentucky Truck Plant 3001 Chamberlain Lane Louisville Kentucky 40241 Ford Motor Company Dearborn Assembly Plant 3001 Miller Road Dearborn Michigan 48121 Ford Motor Company Chicago Assembly Plant 12600 Torrence Avenue Chicago Illinois 60633 9 4 Ford Motor Company Ford Motor Vehicle Assurance Company CODE LETTER H Ford Motor Company Lorain Assembly Plant 5401 Baumhart Road Lorain Ohio 44053 Fairlane Ohio Ford Motor Company S A DE C V IMMSA Assembly Plant Av Unversidad 3655 Norte Monterrey N L MEXICO 64500 Ford Motor Company Kansas City Assembly Plant Highway 69 Claycomo Missouri 64119 Birmingham Missouri Ford Motor Company Michigan Truck Plant 38303 Michigan Ave Wayne Michigan 48184 Ford Motor Company S A DE C V Cuautitlan Assembly Plant KM 36 5 Autopista Mexico Queretaro Cuautitlan Izcalli Estado de Mexico MEXICO 54730 Ford Motor Company Norfolk Assembly Plant 2424 Springfield Ave Norfolk Virginia 23523 Ford Motor Company Twin Cities Assembly Plant 966 South Mississippi River Blvd St Paul Minnesota 55116 CODE LETTER R Ford Motor Company Hermosillo Stamping amp Assembly Plant c o Mayer AR Int l Forwarding Inc 161 E Mayra Drive Nogales Arizona 85628 Ford Motor Company Edison Assembly Plant U S Highway 1 Edison New Jersey 08818 Metuchen New Jersey Ford Motor Company Louisville Assembly Plant Fern Valley Road at Grade Lane
395. omplete run an emissions test at no charge to the owner to verify that the repair is effective if testing facility is available Attach a copy of the test to the claim e Retain the required removed parts and all non Ford parts See Parts Retention and Return Section 1 e Prepare an emissions performance warranty claim Form 1863 6125 2 NOTE When an eligible vehicle that fails an I M test can be corrected by replacing a part covered by the emissions defect warranty complete the repair and submit the claim under the emission defect warranty e If you do not recommend the repair contact the Regional Office Operations Manager with the results of your inspection Ifthe Regional Office agrees that the repair is not covered by the emissions performance warranty The dealership must explain the reason for the denial to the owner The Regional Office must mail a letter to the owner confirming the reason for denial Both of the above must be done within 30 days from when the dealership received the vehicle for repair 3 90 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee If authorized by the Regional Office perform the repair within the 30 days or less if specified by state or local law from the date the vehicle was first brought in for repair IMPORTANT If the owner is not notified in writing within 30 days the owner can have the vehicle re
396. ompleted Delayed claim submission is subject to the following restrictions After 90 days from date of repair effective October 1 2003 Warranty and ESP ESC and Form 3715 claims including claims for state sales tax audits on ESP ESC repairs will not be accepted beyond 90 days from date of repair Exceptions are Company approved After Warranty Assistance claims Customer Satisfaction Program Refund claims Safety and Emissions Recall claims Claims for state sales tax audits on After Warranty Assistance will be accepted up to 90 days from the date of the original claim payment e If Loss amp Damage claims or Intent claims are submitted within 90 days of Carrier drop off supporting documentation mailed in within 30 days of ACESII submission and repairs returned for corrections completion or additional documentation are corrected and resubmitted within 48 hours final claim disposition will be determined within 8 months of the payment date Claims handled according to this procedure will not be disallowed beyond 8 months of the payment date unless serious errors or omissions occured No Loss amp Damage claim will be accepted after 6 months from the date of vehicle delivery to the dealership e Transportation Assistance Program TAP claims should be filed monthly Even though allocations are for the entire model year claims must be filed within 60 days of the end of the month in which the TAP days were used Afte
397. on outside of the U S and Canada Repairs made on or before the effective date of this warranty Repairs to vehicles where the New Vehicle Limited Warranty has been voided or where the vehicle has been title branded salvaged totaled or rebuilt Repairs to vehicles that have been determined to be a total loss by an insurance company Ford Motor Company Ford Motor Vehicle Assurance Company 6 19 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 7 BASIC CLAIM PREPARATION REPAIR SHOP WORK ORDER PAGE RESPONSIBILITIES NUMBER Service Advisor Dispatcher Technician Parts Dept Service Management Claims Administrator and Dealer Principal General Manager Claims Preparation Responsibilities 7 1 WARRANTY CLAIM PROCESS Warranty Claim Entry Fields 1863 6125 2 7 4 Warranty Claim Flow Chart 7 5 BASIC CLAIM PREPARATION Service Advisor Claim Write Up 7 3 Dispatch 7 7 Parts Department Entries 7 8 Repair Process 7 9 Close Repair Order 7 10 Dealership Sign off 7 12 ALTERNATIVE FORM REQUIREMENTS Required Work Order Entry Fields 7 14 Note For ACES Il Special Claim Preparation Please see ACES II User Manual October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meen SECTION 7 BASIC CLAIM PREPARATION REPAIR SHOP WORK ORDER RESPONSIBILITIES SERVICE ADVISOR RESPONSIBILITIES Responsible for noting service advisor identification numbe
398. on Unlimited Miles 7 3L Powerstroke Direct Injection Diesel Engine and 100 000 Miles 100 Deductible 1 6 0L Diesel Engine Federal Emission Defect 2 5 e Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs 4 Vehicles with a GVWR over 8 500 los 7 3L D I Powerstroke Diesel and 6 0L Diesel Engine Lincoln Vehicles Certain Emissions Parts 4 Federal Emissions Performance 2 5 All Emissions Related Parts e Certain Emissions Parts 4 Safety Restraint e Ford Mercury Lincoln Battery e Other Ford Mercury e Lincoln Towing Roadside Assistance 3 Towing Roadside Assistance 3 Covered under all warranties See Section 6 for more details Damage Maintenance Not covered by Ford 1 The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 7 3L and 6 0L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on the Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty coverage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to Bumper Warranty Coverage 4 Passenger cars and light duty trucks are eligible for 8 80 covera
399. onal important information that must be followed for reimbursement of new non Ford parts NOTE When the FAD advises that one of the exchanged cores listed above is damaged beyond remanufacturable specifications the core amount should be claimed from Ford The approved procedure is to repair or replace component parts within an assembly rather than replacing the entire assembly The only exceptions to this procedure are when e Disassembly reveals that the assembly cannot be repaired e The cost of repairing replacing component parts would be higher than the cost of replacing the entire assembly NOTE The reason the repair cost is higher than the replacement cost must be entered in the Repair Description area of the claim form The assembly replacement is authorized in this Manual or other Company publications The part or parts required to repair the assembly are not available from the PDC System i e D 99 Retain a copy of the DOES II screen printout as support that the parts were not available at the time of repair NOTE When it is necessary to take an assembly apart and reassemble it after determining it cannot be repaired the associated labor is reimbursable when it is listed on the claim for the replacement assembly 3 74 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS
400. ond example since none of the repairs exceed 500 no supporting document register would be available This documentation must be mailed within 30 days of DWE ACES II submission of the completed repair Failure to comply will result in a chargeback of the repair and will be reflected in the repair register Vehicle Loss amp Damage Claims Administration Unit P O Box 309 Dearborn Heights Michigan 48127 Phone 1 888 445 4234 IMPORTANT If Loss amp Damage claims or Intent claims are submitted with 90 days of Carrier drop off supporting documentation mailed in within 30 days of Aces II submission and repairs returned for corrections completion or additional documentation are corrected and resubmitted within 48 hours final claim disposition will be determined within 8 months of the payment date Claims handled according to this procedure will not be disallowed beyond 8 months of the payment date unless serious errors or omissions occured NOTE Dealers who submit repairs directly to the carriers may not file Loss and Damage claims and should not follow the mailing instructions outlined above IMPORTANT Under no circumstances will Ford accept a Loss and Damage repair older than six months from the date the vehicle was received from the carrier 2 16 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Submitting Intent Claims In the situation where a Carrier Loss amp Da
401. operable and will be kept overnight rental vehicle reimbursement will Begin on the same day the vehicle is dropped off Extend from the first day up to the maximum number of days described in the plan provisions Example 2 An inoperable vehicle is towed into the dealership on Monday morning with an ESP covered part problem and must be kept overnight The repair will not be completed and the vehicle available for pick up by the customer until the following afternoon Tuesday The customer is entitled to two days rental vehicle reimbursement Additional information on ESP Rental Assistance is given in the ESP Program Manual MAXIMUM TRANSPORTATION ALLOWANCE ESP PLANS PER DAY NUMBER OF DAYS BaseCARE 1998 2001 28 5 BaseCARE For Used 1995 98 25 5 BaseCARE New amp Used 2002 2004 28 10 ExtraCARE 1993 97 25 5 ExtraCARE 1998 2001 28 5 ExtraCARE New amp Used 2002 2004 28 10 FAR Ford remanufactured 1991 2004 N A N A MaintenanceCARE 1992 2004 N A N A QualityCare Maintenance ProtectionPlan N A N A PowertrainCARE New 1993 97 25 5 PowertrainCARE 1998 2001 28 5 PowertrainCARE Used 1995 97 25 5 PowertrainCARE New amp Used 2002 2004 28 10 PremiumCARE 1992 97 25 PremiumCARE 1998 2001 28 PremiumCARE New amp Used 2002 2004 28 RentalCARE for New 1992 97 25 RentalCARE 1998 2004 28 UVLW Max Powertrain 1993 2001 N A Lincoln 30 day 1992 1997 33 day 1
402. or Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen 42 43 44 Authorization to Submit Claim Some claims must have Regional Management authorization before they can be submitted Refer to Authorization Requirements in Section 1 When authorization is required Form 1863 6125 2 must show the approval in one of the following ways e Obtain a five digit computer generated code from your FCSD Customer Service Manager Enter the code in the Approval Number box e Enter the five digit code for Concern Definition Panel repairs which are authorized by a Company Plant or Engineering Activity in the Approval Number box The approval form number must be entered in the Description of Concern area of the claim Repair Submission Submit the repair to the Company immediately after the repairs are completed Repairs over 90 days from date of repair will not be accepted The 90 day rule does not apply to e Recalls e Customer Satisfaction Program Refunds e Company Authorized After Warranty Assistance e Transportation damage claims which are charged back with instructions to resubmit as warranty Or the minimum time period allowed by state law if longer than 90 days NOTE Enter the form number repair number amount and date submitted to the Company in the Warranty and Policy Register Journal e Transportation Assistance Program TAP claims should be filed monthly Even though a
403. or GM Auth to Submit Claims 1 3 Dealer Price See Parts Reimbursement 5 12 Dealer and Service Supervision Responsibilities 1 7 Dealer Self Approval Guidelines Actual Time Usage 4 6 After Warranty Adjustments 4 10 No Problem Found 4 7 Repeat Repairs 4 9 Dealership Letterhead Receipt 2 9 Dealership Records See Record Retention 1 11 Debited Claims See Chargebacks 5 15 De Icer Systems See Heaters 3 71 Delay in Submitting Claim Parts Not Available 1 16 Delayed Delivery Warranty Start Date 2 26 Notification of Delayed Delivery Form 9 33 Delivery of New Vehicles Carrier Responsibilities 2 5 Delivered to Body Companies or Other Locations 2 11 Direct Deliveries U S Govt Red Cross etc 2 28 Delivery Document See Bill of Lading 2 1 Delivery Guidelines To Customer 2 25 Delivery by Other Than Selling Dealer 2 26 Late Delivery Carrier Drop Off At or After Close of Business 2 10 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 7 Zam WARRANTY amp POLICY MANUAL meee Section and Page Delivery Form Retail See Delivery Guidelines Diagnosis Time Normal and Abnormal Diesel Engine Ford 7 3L D I and 6 0L Warranty Coverage Non Ford Diesel Engine Direct Company Deliveries New Vehicle Delivery Direct Injection Diesel Engine Coverage 7 3L and 6 0L Direct Ship Parts See Supplier Direct Ship Disclosable Conditions See Damage Discounts On Purchased Services Sublet Disposition
404. or Vehicle Assurance Company 3 31 CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY FORD REMANUFACTURED PARTS continued FUEL INJECTION PUMP 7 3L Diesel In Direct Injection Diesel Engine Only 3 32 Ford Motor Company Ford Motor Vehicle Assurance Company COVERAGE amp OTHER REMARKS e Ford remanufactured engines and transmissions are warranted by Ford for the duration of the Ford Service Parts Warranty or the remaining portion of the New Vehicle Limited Warranty whichever is greater e Ford remanufactured small part assemblies are warranted by Ford for the duration of the Ford Service Parts Warranty or the remaining portion of the New Vehicle Limited Warranty whichever is greater e When a Ford remanufactured assembly fails and must be replaced under Service Parts Warranty Handling Allowances and repair Cost Caps for Ford Paid repairs still apply to the second exchange refer to the Powertrain Reference Guide for details e Reimbursement for damaged cores on warranty repairs should be obtained directly from the Ford Authorized Distributor Damaged Core reimbursement on ESP claims should be submitted on the ESP claim See Section 1 for Core Reimbursement from the Company for exceptions IMPORTANT All gasoline and diesel engine assemblies and automatic transmission assemblies replaced under the New Vehicle Limited Wa
405. or Vehicle Assurance Company 3 95 AGALLVa BATTERY Zam WARRANTY amp POLICY MANUAL meee 1996 2004 Ford Mercury Cars amp Light Trucks Lincolns e ORIGINAL EQUIPMENT WARRANTY COVERAGE Production Installed Batteries 1996 2004 Vehicles Full Coverage Ford Mercury Cars amp Light Trucks 36 Months 36 000 Miles Lincoln 48 Months 50 000 Miles COVERAGE EXPLANATION Full Coverage 100 of the battery replacement cost labor and towing if needed e ORIGINAL EQUIPMENT Production Installed WARRANTY REPLACEMENT COVERAGE Service Installed Batteries Replaced Under the New Vehicle Warranty 1996 2004 Ford Mercury Cars amp Light Trucks Lincoln Previous Replacement Replacement Battery Coverage All replacements made 12 Months Unlimited Miles Beyond 12 Months Remaining during the original Full Coverage portion of the New Vehicle equipment battery Battery Warranty warranty measured from the original warranty start date or Motorcraft battery warranty as shown on the battery label whichever is greater 3 96 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 1993 1995 Ford Mercury Cars amp Light Trucks Lincolns e ORIGINAL EQUIPMENT WARRANTY COVERAGE Production Installed Batteries 1993 1995 Vehicles Full Coverage Pro Rata Coverage Ford Mercury Cars amp Light Trucks 12 Months Beyond 12 Months 36 000 Miles Within 36 36 000 Miles
406. ories installed by the dealer 3 112 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Warranty begins on the date of installation NOTE Labor is covered if required Required towing Is covered only if the vehicle is not covered under the Roadside Assistance Program e Parts and accessories sold over the counter Fora retail purchaser On the date of sale For fleets and wholesalers On the date of installation or resale NOTE Removal and reinstallation labor and towing are not covered for over the counter parts unless specified in the Service Part Coverage section of this Manual The customer must return the defective part or accessory to the dealership during regular business hours with the original counter sale invoice or repair order to validate the date of purchase and mileage With the exceptions noted in this statement all provisions and procedures outlined in the Warranty and Policy Manual apply to parts and accessories installed or sold over the counter by dealers If the purchaser is traveling or has moved to a different locality any authorized Ford Motor Company dealer may fulfill this warranty FOR A DEALER TO INVOKE THE FORD TO DEALER WARRANTY THE DEALER MUST HAVE PROVIDED THE CUSTOMER WITH A DEALER TO CUSTOMER WARRANTY THAT IS AS GOOD IF NOT BETTER THAN THE FORD TO DEALER WARRANTY THIS WARRANTY DOES NOT COVER PARTS AND ACCESSORIES THAT FAIL D
407. ornia Emissions Warranties Failure to properly maintain the vehicle including performing any modification of emissions control equipment will void the Federal and California Emissions Warranties Questions on SVT products may be directed to the SVT Hotline at 1 800 FORD SVT COMEBACKS amp Not reimbursable Comebacks or Repeat Repairs Second or REPEAT REPAIRS subsequent attempts to correct the same complaint will be charged back if adequate technical information was published at the time of the original repair See Section 4 for additional information on the Dealer Self Approval of Repeat Repair Guidelines COMPANY OWNED All Ford Motor Company Owned Vehicles excluding non certified VEHICLES vehicles such as pre production test vehicles are covered by the New Vehicle Limited Warranty as well as Customer Satisfaction Programs Special Service Instructions and Recalls CO PAY REPAIRS In addition to those repairs on which the owner is required to pay a WARRANTY deductible amount there are other repairs usually to 600 and higher series trucks on which the owner is required to co pay a percentage of the repair amount SMONGL LHOIT 8 SYVO October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 25 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS CONVERTIBLE TOP Basic Vehicle Coverage Bumper to Bumper Coverage e Covers convertible top and back
408. ort the vehicle sale including the accurate warranty start date on The Dealer Computer Services Direct Sales Entry or The Retail Delivery Form FDLM 9949 e Hand the warranty documents to the owner Explain them before the owner takes delivery of the vehicle NOTE If a location other than the selling dealer is delivering the vehicle the selling dealer is responsible for both of the above requirements IMPORTANT The warranty on a vehicle starts on the day a vehicle is first placed in service lf a vehicle is a dealership demonstrator unit the in service date Warranty Start Date is the date the vehicle was placed in demonstrator service Delayed Deliveries Incorrect warranty start dates can be corrected using Form FCS 900 This form is available in Section 9 Dealerships should complete and submit Form FCS 900 for all vehicles when e There has been a delay due to special equipment installation the warranty start date can be considered the date on which the vehicle is actually placed in service This applies to Dealer delivered units and Body Company Deliveries For 700 and higher series trucks dealers may ask their customers to submit the FCS 900 form which is included in their Warranty Guides 2 26 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee e There is a Warranty Start Date discrepancy Claims will be returned when a vehicle Is unsold or not regis
409. otor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 2 CARRIER DROP OFF THROUGH DELIVERY TO CUSTOMER PAGE CARRIER DROP OFF INSPECTION NUMBER e Receiving and Inspecting New Vehicles 2 1 Bill of Lading 2 1 Coding System for Bill of Lading amp Loss and Damage Claims 2 2 Damage Area Codes 2 3 Damage Type Codes and Damage Severity Codes 2 4 Dealership Responsibilities When Receiving New Vehicles 2 5 Carrier Responsibilities When Delivering New Vehicles 2 5 Unloading Vehicles 2 6 Inspection Process at Time of Carrier Drop Off 2 6 Loss amp Damage Reimbursed by Carrier Form 3715 2 7 Loose Item Checklist Example 2 8 Conditions To Be Reimbursed by Ford Form 1863 6125 2 2 8 e Dealership Letterhead Receipt 2 9 e Carrier Waiting Time 2 9 e Missing Printed Material 2 10 e Late After Hours Deliveries 2 10 e Concealed Damage 2 10 e Deliveries to Body Companies Primary amp Secondary Moves 2 11 IN TRANSIT DAMAGE LOSS amp DAMAGE REPAIRS e Introduction 2 12 e In Transit Damage Repairs 2 12 In Transit Damage Repair Process 2 12 In Transit Damage Disclosure To Customer 2 13 Disclosable amp Non Disclosable Conditions 2 14 Loss and Damage Claims Intransit Repair Dealers 2 14 Delayed Carrier Delivery due to In Transit Repair 2 15 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee
410. ough Navigation Technologies Their address is Navigation Technologie 740 East Arques Avenue Sunnyvale CA 94086 3734 1 888 NAV MAPS www navtech com 3 44 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS SHOP SUPPLIES Normal shop supplies such as adhesives lubricants tubes or sprays solvents cleaners rust inhibitors thread lock rags film electrical tape etc are not reimbursable separately unless specifically stipulated as being reimbursable in emissions or safety recalls customer satisfaction programs TSBs or other Company publications SPARK PLUG Maintenance Service Reimbursable under Lincoln REPLACEMENT complimentary maintenance only for 2001 2003 Lincoln vehicles Factory Defect Bumper to Bumper Coverage California Emissions coverage 1992 current model year 3 years 50 000 miles or first maintenance interval whichever occurs first SPEEDOMETER HEADS See INSTRUMENT CLUSTER in this section STATIONARY POWER When a vehicle is used as a Stationary power source one hour of SOURCE Conversion of use equals 33 miles for the purpose of calculating warranty hours to miles coverage limits Usage of a car or light truck as a stationary power source exceeds the design intent of the vehicle and demands careful attention to proper maintenance heat management and power take
411. oved up to the trade in value of the vehicle as published in the most recent edition of the N A D A Used Car Guide Detailed requests for cash settlements must be submitted by the Regional Office to the Super Seal Administrator P O Box 6045 Dearborn MI 48121 if repair cost exceeds the current N A D A trade in value of the vehicle e Enter the following information on the repair order Actual date of repair and mileage Customer s name and address Vehicle identification make model VIN Registration certificate number Approval number Dealer s name and address Description of repair Actual repair cost at warranty rate reimbursement e Mail completed repair order claims to Super Seal Administration Headquarters P O Box 6045 Dearborn MI 48121 Quality Fleet Care Authorization Requirements When the repair visit cost exceeds the pre set spending limit the dealership must contact the fleet company at the telephone number listed in OASIS and request approval to proceed with the service ESP and or Ford Motor Company New Vehicle Limited Warranty repairs are not to be included in the repair cost total Prior approval is not required on any ESP deductible Additional Information The following references are available for a more detailed program description and dealer claims entry ESP Program Manual Contains Administrative Program details ACESII User Manual Contains detailed Exampl
412. overage is provided on eligible pre owned vehicles under the Ford Quality Certified and Lincoln Assured Mercury Quality Certified Pre owned Vehicle Programs Ford Motor Company will provide for repair or replacement of covered components on the vehicle during the Warranty Period in accordance with the following terms conditions and limitations Vehicle must meet eligibility requirements listed below and must be registered by dealer to be eligible for this coverage See registration form for complete details WARRANTY COVERAGE Under the Quality Certified Pre Owned Vehicle programs customers are provided with at least 12 months or 12 000 miles whichever occurs first of limited warranty coverage from the date of purchase Coverage is provided as follows First coverage is provided under the remainder of the Ford Motor Company New Vehicle Limited Warranty This coverage began on the Warranty Start Date as a new vehicle and runs to 3 years or 36 000 miles for Ford and Mercury vehicles or 4 years or 50 000 miles for Lincoln vehicles whichever occurs first after the Warranty Start Date If the New Vehicle Limited Warranty expires before 12 months 12 000 miles from the date of purchase then the Quality Certified Limited Warranty provides coverage until 12 months or 12 000 miles whichever occurs first from the date of purchase REGISTERING A VEHICLE Contact the Business Assistance Center BAC at 800 548 3212 to obtain registration packet DED
413. overed HEATERS 1992 1999 Models e Reimbursable for 12 months unlimited 2000 2002 Model F 650 F 750 e Reimbursable for 2 years unlimited LABOR ONLY e The following labor operations are not reimbursable under OPERATIONS warranty Inspections adjustments alignments and cleanup included in predelivery Installing loose items placed in the vehicle at the assembly plant unless otherwise stated in Company publications Refer to the Predelivery Service Record checksheet Adding oils lubricants and other fluids except refrigerant October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 71 SMONGL SAlWAS GAHDIH 009 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS LABOR ONLY Inflating tires OPERATIONS Touching up paint chips scratches or minor blemishes e Reimbursable labor operations All other labor only operations are reimbursable unless stated otherwise in this Manual or other Company publications LABOR PERFORMED e Refer to Section 5 under SUBLET AT OTHER THAN AUTHORIZED DEALERSHIP LEGAL PARTS Parts involved in accident personal injury or property damage MUST NOT be scrapped until authorized by the Company See ACCIDENT or FIRE CLAIM in this section for additional information LIQUEFIED PETROLEUM Ford engines properly converted or modified
414. ovided to customers must have less than 50 000 miles 75 000 miles for shuttles and be from the current model year or the two prior model years These units may be FCRS LMCRS vehicles auction vehicles program vehicles or vehicles from dealer inventory Shuttle service requires use of a dedicated vehicle a van or Lincoln Town Car are preferred Daily reimbursement rates effective October 1 2000 are e Ford Mercury vehicle owner 18 00 e Lincoln owner receiving a dealer provided Ford Mercury loaner 18 00 e Lincoln owner receiving a dealer provided Lincoln 36 00 obtained by claiming 2 TAP days per 24 hour period Lincoln owner receiving an outside Ford Mercury rental vehicle 18 00 Lincoln owner receiving a Lincoln rental vehicle from an outside rental agency 36 00 obtained by claiming 2 TAP days per 24 hour period e Dealers who put in a qualified shuttle van may claim 2 TAP days 18 00 per day for each qualifying 24 hour period 36 00 for each qualifying 24 hour period Lincoln Commitment transportation assistance benefits are administered under TAP These benefits entitle the Lincoln customer still under warranty to one of the following three options when his her vehicle is in for warranty service e A dealer provided loaner e Dealer provided shuttle service e Up to 35 00 per day reimbursement for an outside rental agency Those Ford Mercury dealers providing visiting Lincoln warranty customers with L
415. pair for the difference between the Labor Liability Cap and the total amount of labor expense incurred e Calculate the amount of labor expense that exceeded your predetermined CAP level in the repair description area Example Actual labor expense 5 750 12 month CAP 5 000 Amount to be claimed 750 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 6 5 Zam WARRANTY amp POLICY MANUAL meee CUSTOMER SATISFACTION PROGRAMS SEE SECTION 4 FOR SAFETY COMPLIANCE AND EMISSIONS RECALLS Customer Satisfaction Programs CSPs There are three different types of Customer Satisfaction Programs that may appear on OASIS B M and G and one type that ordinarily does not L The type can be easily determined by looking at the letter in the program number B Programs e g 03B05 03B07 These programs request customers to return their vehicle without delay to receive a repair or update In addition dealers must repair vehicles in stock prior to delivery Vehicles affected by B programs are identified in OASIS until the program expires or until a claim is submitted for payment against the program number do not code the claim as warranty If you do not submit the claim against the program number the vehicle will not be removed from OASIS until after the program has expired In cases where the customer previously paid to have the repair performed the customer is eligible for both a refund and a repair See S
416. pair process If normal diagnosis of a hard to find customer identified complaint does not reveal a problem NPF actual time is available to ensure that every possible attempt has been made to diagnose and repair the customer s vehicle NOTE NPF is not for driveability related customer concerns NPF labor time cannot exceed 2 5 hours NPF claiming preparation procedures are detailed in the ACES II User Manual See Section 4 No Problem Found NPF Usage Guidelines for additional information Implementing controls to eliminate improper or unnecessary repairs Conducting pre or post repair road tests when not specifically directed to do so by a published repair procedure Work Shop Manual Recall or TSB is Service Supervision Responsibility Refer to Road Test Section 5 and to NPF usage guidelines Section 4 Ensuring complete and accurate claim preparation This includes Entering on the repair order an accurate complete and clear description of the vehicle problem the Condition Code and the Customer Concern Code Issuing clear repair instructions Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Identifying the employee s assigned to the repair by the last four digits of their Social Security Number SSN Verifying that the technician enters an accurate complete description of the repair on the shop copy which Ident
417. paired by a Ford or Lincoln Mercury dealership at no charge If the dealership is unable to repair the vehicle within 30 days then the owner may have the warranty repair performed at any service outlet and request immediate reimbursement from the dealership However the owner is not eligible for reimbursement if the owner requests or agrees to a delay in having the repair performed or if the repair delay is caused by circumstances beyond the control of the Company or the dealership e Ifthe owner requests or agrees to a delay in the repair have the owner sign an Agreement to Delay Repairs form shown below Retain the signed form in your service files AGREEMENT TO DELAY REPAIRS Date This is to confirm that as the owner operator of the vehicle listed below have voluntarily requested agreed to a day delay in performing the emissions repair s required under the California Emissions Performance Warranty Dealership Owner Operator Signature Dealer or Authorized Person Signature Vehicle Identification Number Address City State Zip Emissions Control Systems Components Eligible for Warranty Coverage The Parts Coverage Directory lists the parts eligible for emissions warranty coverage and their warranty coverage period The Emissions section of the Parts Coverage Directory is divided into model year categories e 1992 through 1994 Emissions Parts Warranty Coverage e 1995 Emissions Parts Warranty Coverage e 1996 Emissions
418. pany 9 33 SERVICE ADVISOR CHECKLIST ESP PRIOR APPROVAL Steps to take BEFORE calling for Prior Approval of ESP Repairs Please make blank copies of this form and provide it to all dealership personnel who write up the RO and call for Prior Approval We recommend that you use this form when your dealership calls for prior approval The information requested will facilitate your call and help us provide your dealership with best in class service PLEASE ANSWER EACH OF THE FOLLOWING QUESTIONS IN THE SPACE PROVIDED Le What diagnosis was performed for the repair in question If vehicle teardown is necessary for proper diagnosis be sure to obtain customer authorization 2 What did the technician find from the diagnosis What specifically was the problem and or failed part 3 What is the recommended repair 4 lf appropriate to the repair what is the cost comparison for rebuilt vs replacement parts i e exchange units remanufactured components if available 5 What are ALL the estimated costs associated with the repair i e estimated parts labor rental and towing if applicable 6 Are maintenance records available if required and or requested for repair approval 7 What is the N A D A value of the vehicle Verify on all contracts Please complete this formand return it to the person in your dealership who will call for prior approval on the repair 9 34 Ford Motor Company Ford Motor Vehicle Assurance Co
419. payment IMPORTANT Regardless of whether an 1863 6125 2 Form or an alternative repair order is used the authorized signature is based on knowledge and compliance with the following statement certify that the information on this claim is accurate and unless shown the services were performed at no charge to the owner To my knowledge this claim contains no parts repaired or replaced that are connected in any way with any accident negligence or abuse October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 3 Zs WARRANTY amp POLICY MANUAL meee Repair Authorization for Dealership Vehicles e For any vehicle in dealership inventory all safety compliance and emission recalls B and L Customer Satisfaction Programs and Special Service Instructions should be performed and do not require Dealer Principal General Manager or Service Manager approval e Any warrantable repair work adjustment or Customer Satisfaction Program M programs only to be performed on the following vehicles that will result in a claim being submitted to the Company for reimbursement must be authorized by the Dealer Principal General Manager or Service Manager on the appropriate repair order New vehicles in dealer inventory Dealer demonstrator vehicles All used vehicles owned by a dealer and or auto group Dealership rental units e g FRACS or L M DDR units Parts Department delivery truck Service Department courtesy
420. peal Comments field The following appeals CANNOT be processed through the ACES II On line Appeal System Follow the instructions listed with each type e WPRC Chargeback Warranty Parts Return Center Reversal requests must be made through the Warranty Parts Return Center Ford Motor Company Ford Motor Vehicle Assurance Company 5 15 m WARRANTY amp POLICY MANUAL meee APPEALS PROCEDURE continued 5 16 Mail Appeals To Warranty Parts Return Center 15090 Commerce Drive North Dearborn MI 48120 0000 e Regional Warranty Audit Reversal requests must be made in writing through the Regional Office from which the chargeback was generated e Supporting Documentation OSL SPA Mail Audit e Supporting Documentation Required Ford may request copies of documents relevant to the appeal such as sublet invoices sublet cost analysis forms etc Such documentation must be mailed to Ford Customer Service Division Warranty and Policy Administration Department P O Box 6052 Dearborn MI 48121 IMPORTANT Include your dealership s Parts and Accessories P amp A code on all documentation mailed to Ford to ensure proper credit WEB BASED APPEAL When a claim AND an appeal have been adjusted or denied dealers can request a second level of appeal via the Web Based Appeal Evaluation on FMCDealer com See ACES II manual for detailed claims submission instructions Claims that are eligible for web based appeal must
421. per Damage due to an accident Rust Corrosion or paint defects caused by conditions such as chips scratches dents dings nicks bird droppings tree sap hail or other acts of nature that are not reported by the customer within one week of the new vehicle delivery date See Category Paint Defects Damage due to placing an object that applies excessive downward force on the front or rear bumper CELLULAR PHONE Bumper to Bumper Coverage MOBILE PHONE Service replacement handsets transceivers antennas data connect cables coil cords and microphones are supplied by Autocraft Electronics using Form 8560 Contact them at 1 800 755 4161 for diagnostic assistance and advance exchange requests for handsets and transceivers A replacement unit will be sent overnight express Send defective equipment along with Form 8560 to Autocraft Electronics 1612 Hutton Drive Suite 120 Carrollton TX 75006 Autocraft Electronics will refer dealers to the Parts Distribution Center for non sourced cellular related parts Claims for replacement of these repair parts should be submitted through DWE ACES II continued October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 23 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS m WARRANTY amp POLICY MANUAL meen Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS CELLULAR PHONE MOBILE PHONE continued CELLULAR PHONE Dockin
422. ply to all claims submitted to Ford Motor Company for payment e Time recording requirements apply to all employees involved in performing a repair e Accurate time recording is the responsibility of service management e All dealerships must time record actual time repair operations B MT NPF Record the start and finish times of each actual time repair This must include stopping and starting times if the repair is interrupted f actual time is claimed and your time clock s measure time in minutes each six minute time period equals 0 1 one tenth Round time up to the nearest tenth for additional three to five minute periods and round time down to the nearest tenth for additional one to two minute periods e g 44 minutes clocked 0 7 hours 2 minutes claim 0 7 hours f actual time is claimed and your time clock s measure time in hundredths round up or down as follows For time periods of 01 to 04 round time down to the nearest tenth For time periods of 05 to 09 round time up to the nearest tenth e g 1 14 hours clocked claim 1 1 hours October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 13 Zam WARRANTY amp POLICY MANUAL meee e Some dealerships are notified by the Regional Office via certified mail that they must also time record standard repair operations e Technicians may not have time recorded on more than one repair order at a time Only one repair order may be assigned at a t
423. r Repair Visit Rental Car 28 day 28 day 28 day 28 day Reimbursement 2 35 Lincoln 35 Lincoln 35 Lincoln 35 Lincoln for 5 days for 5 days for 5 days for 5 days Towing Up to 50 4 Up to 50 4 Up to 50 4 Up to 50 4 Reimbursement 3 1 Disappearing 0 and 100 deductible options available 3 Not available in Hawaii 2 Not available in Hawaii 4 2000 Plan forward towing benefit up to 100 for all states except Hawaii 3 132 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee 2002 Through 2004 ESP Plans FEATURES Powertrain Premium CARE CARE Major Component 500 High Tech No No Yes Yes Coverage Standard Deductible P a Rental Car 28 day 28 day 28 day 28 day Reimbursement 35 Lincoln 35 Lincoln 35 Lincoln 35 Lincoln for 5 days for 10 days for 10 days for 10 days Towing Up to 100 Up to 100 Up to 100 Up to 100 Reimbursement Transfer Fee to 50 50 50 50 Subsequent Ownerst This plan has a 50 standard deductible 0 100 200 and disappearing deductible options are available For incomplete vehicles only 50 standard deductible is available for PowertrainCARE and BaseCARE t Transfer fees may vary according to state Refer to the ESP Operating Guide for complete details Quality Care Maintenance Protection Plan QCMPP provides All normal scheduled maintenance listed in the vehicle s
424. r Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Retail Customer Purchased Motorcraft Batteries Service Installed Sold Over the Counter DETERMINING WARRANTY TYPE The following pictoral representations are intended to be used as examples only Each graphic is an example of a label contained within a battery type A B C or D To determine specific coverage please refer to the appropriate detailed warranty period coverages chart in this section of the manual Specific warranty coverages are listed by type A B C or D and by commercial and non commercial application within each type Example of a Type A battery label Please see Type A warranty table to determine specific coverage Distributed by Ford Motor Company 0 0 Gla Dearborn Michigan 48121 TESTED TOUGH MAX 0 36 Months 37 100 Months Customer Pays FREE Replacement pro Rated Charge 9 P GN Su 2 Yy gA GO Tested Tough MAX Distributed by Ford Motor Company Dearborn Michigan 48121 TESTED TOUGH PLUS FREE Replacement Customer Pays Pro Rated Charge Tested Tough Plus Example of a Type B battery label Please see Type B warranty table to determine specific coverage Silver Series SOU DIST BY FORD MOTOR CO amp 0 36 Months 37 96 FREE Replacement Customer Pays Pro Rated Charge 0 36 Months 37 96 Months FREE Replacement
425. r Customer Participation An AWA by definition occurs after warranty has expired As a result it is appropriate to ask the customer to participate in the repair cost Both the Company and dealer benefit from increased owner loyalty that results from AWA Because of this it is appropriate that the dealership participate in the cost The Company expects 20 average total participation for AWA at warranty repair rates Dealer and Customer combined percentage Expected 10 average dealer participation No dealer participation is required for visiting owners those who are traveling or have moved a long distance from their selling Dealer or are in need of emergency repairs The 495 minimum customer participation on P0O7 claims counts as customer participation October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 13 Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 5 REIMBURSEMENT POLICIES PAGE LABOR REIMBURSEMENT POLICIES NUMBER e Access Time 5 1 e Actual Time Usage Guidelines B MT NPF 5 1 e Administrative Allowance 5 2 e Diag Usage Requirements 5 2 e Diagnosis Time 5 3 e Labor Only Operations 5 4 e Labor Performed at Other Than Authorized Dealer 5 4 e Labor Reimbursement 5 4 e Labor Rate Policy 5 4 e Labor Rate Request Options 5 5 Separation Option 5 5 Retail Rate Option 5 5 Standard Form Option 5 6 e Overlapping Duplicate Labor 5 6 e RECAL RECALEM Usage Requiremen
426. r Ford Lincoln Mercury or THINK dealer warranty ESP repair e Payment is made at the Dealer Price plus the applicable parts allowance or handling allowance Ford remanufactured e Enter the miscellaneous expense code PRDIFF in the miscellaneous expense field and enter the price difference for the part in the amount field if eligible e Parts transportation charges are not reimbursable Ford or Non Ford part purchased from an outside source Carrier Loss and Damage Claim e Payment is made at actual cost not to exceed the cost of the comparable Ford part Non Ford part purchased from an outside source Warranty ESP Repairs e Payment is made at actual cost plus the applicable parts allowance if the cost is reasonable e Parts transportation charges are not reimbursable Exceptions Certain Cummins engine amp Freightliner parts Ford Motor Company Ford Motor Vehicle Assurance Company 5 11 Zam WARRANTY amp POLICY MANUAL meee OUTSIDE PURCHASED PART continued PAINT MATERIAL ALLOWANCE PARTS TRANSPORTATION CHARGES PARTS REIMBURSEMENT 5 12 Supporting Document Requirements e Retain a copy of the outside parts purchase invoice for one year following Company notification of payment e Retain a printout of the applicable DOESII screen showing that the Ford part was not available e g D 99 status The DOESII print out must be retained for one year following Company notification of payment
427. r Vehicle Assurance Company Index 21 m WARRANTY amp POLICY MANUAL meee Section and Page V Valve Guides Ream or Repair Cars and Light Trucks 600 and Higher Series Trucks Vehicle Converted to Electric Power Damaged in Dealer Stock Damage in Transit See In Transit Damage Loss amp Damage Deliveries Delivered by Other Than the Selling Dealer New Identification Numbers VINs Coding Charts Inspection See Receiving and Inspecting New Vehicles Not Built as Ordered Misbuilt Unit Personalization Receiving and Inspecting Repaired In Transit See In Transit Damage and Loss Security System Alarm System Dealer Installed Sold Directly to the U S Government American Red Cross and Body Equipment Companies Warranty Status Change Request See Forms Vinyl Trim Repair Policy Visiting Owner Emergency Repairs See Emergency Repairs Cars and Light Trucks 600 and Higher Series Trucks W Walker Exhaust System Warranty Audit Cancellation Controls Program Counseling Process Coverage Priority Coverage Summary Charts Cars and Light Trucks Coverage Charts 600 and Higher Series Trucks Coverage Charts Non Reimbursable Conditions Expense Formula Extension Mileage Accumulation Delayed Delivery Index 22 Ford Motor Company Ford Motor Vehicle Assurance Company 3 50 3 77 3 2 7 2 23 2 12 2 25 2 26 9 19 2 1 2 20 3 50 2 1 2 12 3 117 2 28 9 32 3 50 3 29 3 67 3 117 8 8 3 127
428. r Warranty Assistance Dealers in states requiring a sales tax on After Warranty Assistance repairs may include the applicable percentage sales tax on After Warranty Assistance repairs Follow procedure as shown for sales tax on ESP claims in the ACES II Manual Ford Motor Company Ford Motor Vehicle Assurance Company 5 19 Zam WARRANTY amp POLICY MANUAL meee TAX SALES continued STATE TAX REIMBURSEMENT REQUIREMENT TERMINATED DEALERS TRANSPORTATION ASSISTANCE ALLOWANCE 5 20 ESP Repairs In some states sales tax is charged on the sale of service contracts and these taxes should be charged to the customer by the selling dealer and remitted to the state In some states sales and or use tax is charged on the cost of parts and or labor used in service contract repairs In some instances Ford Motor Company reimburses the dealers for these taxes and the customer should not be charged Refer to the ESP Program Manual for a list of states that tax repair parts and or labor covered by the contract e Refer to Claims section for directions for claiming taxes which are reimbursed by Ford Motor Company e Ford does not reimburse dealers for state or local sales and use taxes on repairs covered by 36 month 36 000 mile Manufacturer s Bumper to Bumper Warranty 24 month 24 000 mile Scheduled Maintenance and Limited Warranty Program 48 month 50 000 mile or 72 month 60 000 mile Luxury Car Warranty 60 month
429. r on claim Perform write up of repair order This includes entering customer information Name address VIN telephone numbers date and description of customer concerns Obtain customer signature on repair order Check OASIS for Outstanding Recalls Customer Satisfaction Programs Special Service Instructions warranty start date warranty cancellation information etc Makes preliminary evaluation whether work will be covered under warranty Extended Service Contract dealer internal repair customer pay etc For ESP repairs verify base part number coverage on OASIS For QFC Quality Fleet Care obtain approval for repair service costs exceeding the fleet company s pre set spending limit as displayed on OASIS Obtain prior repair approval when required e g ESP repairs as required Review customer service history for indication that current repair requests have been noted repaired previously Enters 3 digit customer concern code on the claim DISPATCHER RESPONSIBILITIES Responsible for identifying the employee s assigned to the repair s by the last four digits of their Social Security Number SSN Maintains technician s daily time and job tickets and records on and off times on each job to allow tracking of technician efficiency and productivity Reviews parts and technician repair information and adds appropriate Labor Time Standards Operations Flags repair orders and forwards for close out and
430. r the agreed upon time tenths and dollar amount allowed for processing recall refunds or for handling certain programs Enter any authorized administrative allowance in the Admin Allowance box Tax Enter an extended dollar amount by repair on those repairs where taxes apply Calculate any sales tax that is applicable to this repair and enter in the Tax Amount box Customer Dealer Participation Use for After Warranty Assistance Some situations may arise where the dealer or Company wishes to pick up some additional expenses beyond the warranty coverage If dealer and customer participation amounts are involved enter these amounts in the appropriate boxes Repair Total Total summation of all totals and other adjustments for the individual repairs Add Total Parts Total Labor Miscellaneous Total Administrative Allowance Amount and Tax Amount Enter in the appropriate Repair Total box Check the entries for accuracy and clarity Dealership Sign off 41 Authorized Dealership Personnel Signature Have the dealer or General Manager or authorized person sign and date the forms If the forms are prepared by an outside vendor the following statement must also be included on the face of the form the undersigned have prepared this warranty claim from the information contained on the dealer s repair order and certify it to be a true transcript of this repair order Name of Firm Signature 7 12 Ford Mot
431. rage on Ford Mercury Cars and Light Trucks No Deductible Bumper to Bumper e Coverage on Lincoln Vehicles 6 a Deductib Lincoln Complimentary SEE Maintenance aaa GorcsenPenomtion Perforation Unlimited Miles Pl 7 3L Powerstroke Direct Injection 100 000 BE 0 000 ies M 100 Deductible 1 Diesel Engine Engine Code F Federal Emission Defect 2 5 e Ford Mercury Cars amp Light Duty Trucks Vehicles with a GVWR over 8 500 Ibs 4 Vehicles with a GVWR over 8 500 los 7 3L D I Powerstroke Diesel Lincoln Vehicles Certain Emissions Parts 4 Federal Emissions Performance 2 e All Emissions Related Parts e Certain Emissions Parts 4 Battery e Other Ford Mercury e Lincoln Towing Roadside Assistance 3 m Covered under all warranties See Section 6 for more details Damage Maintenance Not covered by Ford 1 The 100 deductible does not apply during the Bumper to Bumper coverage period Please refer to the Parts Coverage Directory for a listing of parts that are covered by the 7 3L D I Powerstroke Diesel Engine Warranty 2 See Section 3 Emissions Coverage for additional information on the Federal Emissions Warranties and the special coverage for CALIFORNIA CERTIFIED VEHICLES See the Parts Coverage Directory for parts eligible for Emissions Warranty coverage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to B
432. ral Emissions Defect Warranty Checklist Follow these steps when handling a repair under the Federal Emissions Control Systems Defect Warranty Make sure the emissions defect warranty applies to the repair by verifying that The vehicle is within the warranty period The failed part is a Ford part The failed part is a covered component See Parts Coverage Directory FPS 8516 or is required to restore proper function of the MIL system The part failure is due to an emissions related defect in materials or workmanship and not due to tampering accident use of a non Ford part misuse misfueling modification or improper maintenance If the failed part is ineligible under the conditions listed above other parts damaged as a result of its failure are also ineligible for coverage Retain the parts removed See Parts Retention and Return Section 1 Prepare an emissions defect warranty claim on Form 1863 6125 2 Replacement of an emissions related component that serves both emissions and non emissions functions is eligible under the emissions defect warranty only if the emissions function is the concern requiring the replacement The emissions defect warranty does not cover maintenance cleaning malfunctions damage or conditions resulting from tampering misuse misfueling or lack of proper maintenance If diagnosis reveals no emissions related defect the emissions defect warranties do not apply Fede
433. ral Emissions Performance Warranty The Federal Emissions Performance Warranty Covers 1981 and later model low altitude and 1982 and later high altitude cars and light trucks under 8 500 GVWR Covers areas of the country which have a vehicle inspection and maintenance I M program which uses an emissions performance warranty short test and standards approved by the Environmental Protection Agency EPA Does not apply to vehicles certified to meet emissions standard only at sea level when they are tested at high altitude Check the Vehicle Emissions Control Information Label in the engine compartment to verify exemption from high altitude standards Covers repairs to a vehicle that fails an eligible EPA approved emissions test at no cost to an owner if the vehicle has been properly maintained and used Retain copy of the EPA test with the claim Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee NOTE If there is a question about eligibility contact the Regional Office before responding to an owner s request for an emissions performance warranty repair During the Federal Performance warranty limits Ford will repair replace or adjust the parts listed in the Federal Emissions Defect and Performance Warranty Section of the Parts Coverage Directory needed to make the vehicle conform to the applicable emissions standards Ford will repair or replace parts not covered
434. ranty e Obtain written proof from the owner that the vehicle failed the Inspection and Maintenance I M test and attach a copy to the claim e Verity that the vehicle is within the warranty period e Based on the time and mileage of the vehicle determine whether the repair replacement or adjustment required to make the vehicle meet applicable standards is eligible for emissions performance warranty coverage e Verify and document that the vehicle has not been abused misused tampered with or modified so as to cause or contribute to the emissions test failure e Verify that the vehicle s failure was not caused by lack of proper maintenance If lack of maintenance appears to be the cause of the failure but the owner states that maintenance was properly performed request document support such as temized receipts from service outlets Parts purchase receipts when maintenance was done by the owner An owner s log book listing the dates and mileage when maintenance services were performed e Verify that the failure to pass the I M test is not due to improper installation of parts or incorrect service adjustments performed outside a Ford or Lincoln Mercury dealership e Verify that the owner will incur a penalty because of failing the I M test Penalty may include being denied the right to use the vehicle Federal Performance Warranty Only e Perform the authorized repair at no charge to the owner e When the repair is c
435. ranty Sticker REPLACEMENT PROCEDURES After the battery is properly tested and found to be unserviceable by the Dealer the battery is to be replaced with an equivalent Motorcraft battery in exchange for the Pro rata amount collected from the vehicle owner or at no cost on a Gratis basis described on the label The Customer s cost of replacement on Pro rata claims is based on published Non Commercial cost per month i e 1 00 Cost per Month x 29 Month s Service 29 00 Customer Cost In the above example the Customer would pay 29 00 to replace the battery This example reflects a consumer replacement Pro rata adjustment For Fleet installed batteries the commercial warranty Cost per Month should be used If the defective battery was service installed not sold over the counter labor and towing if needed may be claimed from Ford REPLACEMENT PROCEDURES FOR DEALERS The defective battery and required paperwork are returned to the Ford Authorized Distributor FAD for warranty replacement FADs are to replace the defective battery on either a gratis basis or for an amount equivalent to the Customer s Cost on Pro rata claims Published cost per month for Consumer Non Commercial service can be calculated by using the following formula Present Published List Price Number of Months Coverage Cost per Month For Fleet and Commercial service the Cost per Month is calculated at one half the Months Coverage for passenger car
436. ranty on Ford remanufactured parts Ford warrants to the Ford Lincoln and Mercury dealer Dealer that Ford will credit the dealer for any Ford remanufactured part sold by Ford that is found to be defective in factory supplied material or workmanship subject to the following terms conditions and limitations Warranty Start Date for Ford remanufactured Parts e Dealer Installed The warranty begins on the date of installation e Sold Over the Counter For retail purchaser on the date of sale For fleets and general installers on the date of installation or resale FORD REMANUFACTURED GASOLINE ENGINES AND TRANSMISSIONS 6006 Complete gas engine long block assemblies and 7000 transmission assemblies e Covered for 3 years 36 000 miles from the warranty start date whichever occurs first units sold on or after 8 1 02 e 2 years 24 000 miles coverage applies to units sold before 8 1 02 e Ford will cover 100 of all parts and labor at the approved warranty reimbursement rates except for units sold over the counter before 10 1 99 For these units labor to remove the assembly from the vehicle is not covered labor to repair the unit after removal is covered e Parts and labor for related damage is covered during the applicable warranty period e If Dealer installed reasonable towing charges are covered if the vehicle is not covered under another towing insurance coverage 6009 Short Blocks 6049 Cylinder heads and 6303 cran
437. ranty repair history e P0Q5 P06 P07 Z05 repair counter SERVICE REPAIR INFORMATION This category contains repair diagnostic information which is targeted by vehicle type model year and concern type The information is accessed using the VIN and appropriate OASIS Symptom Codes Applicable Special Service Messages SSM and Technical Service Bulletins TSB are returned in response to this request In addition OASIS provides non vehicle specific service repair diagnostic information in the form of Broadcast Messages BCM GUIDELINES for OASIS USAGE General Vehicle Warranty Information Perform an OASIS inquiry for every vehicle in for service This allows dealership personnel to check for open recalls Customer Satisfaction Programs Special Service Instructions view warranty repair history and determine what type of warranty coverage exists for a given vehicle BCMs View or Print Broadcast Messages daily Service Repair Information Use the VIN and appropriate Symptom Codes to access information on the latest service repair procedures and vehicle component functional changes symptom code 803000 OASIS is a powerful tool for assisting in vehicle repair and Fix it Right the First Time by allowing access to Special Service Messages and Technical Service Bulletins Symptom codes must always be used in the following situations e Repeat repair attempts e Open MORS III CuDL Issues e Legal Lemon Law Buyback cases e Before contacting
438. rd Additional requirements are Only Carlite Glass is acceptable under warranty The non Ford part must meet the same standards as Ford parts Anon Ford part may not be installed on a new vehicle in dealer stock EN G9 Go Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS PAINT DEFECTS Bumper to Bumper Coverage DOES NOT INCLUDE Covered DAMAGE e Any repairs necessary due to a defect in material or workmanship with the exception of the items listed under What is Not Covered NOTE Customers must report any pre existing chips scratches dents or dings which may have been overlooked during the pre delivery inspection within one week of the new vehicle delivery date Claims will not be accepted in ACES II for these repairs made after one month in service For these repairs 1 Dealerships must determine who Is responsible for any chip scratches dents or dings brought to their attention by the customer within one week of vehicle delivery 2 The portion of the pre delivery inspection procedure which covers touch up or buffing of minor chips or scratches and repairs that are required because of improper storage or damage that occurs while the vehicle is in dealership storage are the responsibility of the dealership and are not reimbursable by Ford 3 All repairs wh
439. receipts from service outlets Parts purchase receipts when maintenance was done by the owner An owner s log book listing the dates and mileage when maintenance services were performed Verify that the failure to pass the I M test is not due to improper installation of parts or incorrect service adjustments performed outside a Ford or Lincoln Mercury dealership Verify that the owner will incur a penalty because of failing the I M test Penalty may include being denied the right to use the vehicle Federal Performance Warranty Only Perform the authorized repair at no charge to the owner When the repair is complete run an emissions test at no charge to the owner to verify that the repair is effective if testing facility is available Attach a copy of the test to the claim Retain the required removed parts and all non Ford parts See Parts Retention and Return Section 1 Prepare an emissions performance warranty claim Form 1863 6125 2 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 83 SNOISSIMNa 1VG4ads4 FEDERAL EMISSIONS Zam WARRANTY amp POLICY MANUAL meee NOTE When an eligible vehicle that fails an I M test can be corrected by replacing a part covered by the emissions defect warranty complete the repair and submit the claim under the emissions defect warranty e If you do not recommend the repair contact the Regional Office Operations Manager with the results of your inspect
440. recently been delivered The dealership must request by phone or mail that the new owner return to the dealership for recall service as directed in the Recall bulletin 3 When the vehicle has been traded to another dealership The transferring dealership must notify the receiving dealership of the required recall service Special Customer Handling For certain Recalls and Customer Satisfaction Programs additional compensation is provided to allow dealers to provide personalized customer satisfaction services such as pick up delivery wash vacuum etc e Recall CSP dealer bulletins will indicate if Special Customer Handling is authorized and if so which specific features are authorized e Special Customer Handling is not announced in the customer letter October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 4 3 Zam WARRANTY amp POLICY MANUAL meee e When authorized Special Customer Handling applies only to vehicles which have been delivered to customers e If Special Customer Handling is authorized claiming instructions will be attached to the dealer Recall CSP bulletin Towin If towing is required as part of a Recall or Customer Satisfaction Program reimbursement may be claimed through the DWE ACES II system Enter TOW in the Misc Area of the claim enter a full explanation of the service call in the Technician Comments section of the claim and enter the tow invoice numb
441. red under warranty Please contact the customer immediately and advise him her that the failure did not occur as a result of a factory defect as a result the damage is not covered under warranty Contact your local repair facility for retail repair rates lf there are no visible signs of liquid residue or mechanical damage including foreign objects as described above and the unit qualifies under Bumper to Bumper time and mileage limits handle the repair as warranty In the absence of the above signs of abuse or neglect dealerships will not be subject to repair charges For radios equipped with a removable security bezel the bezel must be returned with the core radio A missing security bezel is not a warrantable concern Warranty claims for non defective radios which are missing the security bezel will be returned to the dealership NOTE Products returned to the Ford authorized radio repair center with the manufacturer s bar code product ID Label altered or missing will not be covered under warranty Exceptions In the following situations submit parts and labor on Form 1863 6125 2 using ACES II e Ifthe repair is performed under an ESP Service Contract the dealership is responsible for paying the Radio Service Center for repair charges including R amp R and freight These repair charges may then be claimed by the dealership through ACES Il Under the bumper to bumper coverage the repair will be handled on a no charge basis thro
442. red for each repair listed List only one part or labor operation on any single line Use additional forms for parts or labor overflow Cross reference the additional form s to the first one in the way established by the dealership NOTE It is not necessary to complete all of the header information on the additional forms Normally the VIN and repair date will be adequate Only one vehicle identification number can be listed on each warranty repair form More than one Program Code can be used per repair visit All repairs should be subtotaled in the repair summary area Keep all copies of the warranty repair set intact during the Service Write Up NOTE Some repairs require special preparation Special preparation procedures can be found in the ACES II User Manual Claim Write Up Service Advisor Preparation of Form 1863 6125 2 begins with the Service Advisor The Service Advisor begins the warranty repair form making all required customer and vehicle entries and then provides a brief and clear description of the customer s concern s The service hard copy is detached and sent to the dispatcher October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 3 m WARRANTY amp POLICY MANUAL meen Warranty Claim Entry Fields Numbers correspond to information on following pages RPR NBR MISCELLANEOUS EXPENSE 30 NE Acr KEY COLUMN IS USED TO INDICATE THREE FUNCTIONS N FOR NET PRICING A FO
443. reimbursed completely In these cases the dealer should charge the owner for the difference between repair cost and the amount received from Ford Compute the owner participation amount at the dealer s regular charge to Ford Repair replacement or adjustment of any component adversely affected by racing is not reimbursable e Racing includes events judged by time trials competition with another vehicle or any similar situation in which abnormal stress is placed on the vehicle or its components Reimbursable during the Bumper to Bumper Warranty Period only when required due to foreign material entering the system at the assembly plant or caused by another covered component 3 40 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS REAR SEAT COVERAGE ENTERTAINMENT Bumper to Bumper Warranty Coverage SYSTEM Labor to remove and install the center console assembly for the purpose of system diagnostics is reimbursable Dealers should contact their local audio repair center once the console has been removed for specific component assembly replacement e Diagnostic assistance is available by calling 1 800 367 3333 REAR SEAT ENTERTAINMENT CONSOLE CORE RETURN POLICY e Dealers using the advance Rear Seat Entertainment exchange program overnight product delivery will have fifteen 15 days to return th
444. requested agreed to a day delay in performing the emissions repair s required under the Federal Emissions Performance Warranty Dealership Owner Operator Signature Dealer or Authorized Person Signature Vehicle Identification Number Address City State Zip 3 84 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee CALIFORNIA EMISSIONS COVERAGES Includes States that adopt California Emission Standards The emissions control systems warranties begin as soon as a vehicle is placed in service or delivered to the new owner Remaining portions of emissions control systems warranties are transferred automatically to subsequent owners No warranty transfer document is needed California Emissions Defect Warranty Coverage The defect warranty Applies to all 1998 and previous model year California certified vehicles regardless of the state where the vehicle was sold or is registered 1998 and prior model California Certified vehicles are also eligible for Federal Emissions Coverage Applies to all 1999 model year vehicles that are certified for sale in California and are registered in California Massachusetts or New York Applies to all 2000 model year vehicles that are certified for sale in California and are registered in California Massachusetts New York or Vermont Applies to all 2001 and newer model year vehicles that are certified for sale in California and are
445. ric power any parts or components installed by the converter electrical systems unless fully isolated from the power source the vehicle frame or sub frame for uni body vehicles the brake and suspension systems unless vehicle weight is not increased Components such as sheet metal paint and interior trim would typically continue to be covered by the Ford warranty Each warranty claim however must be reviewed on a case by case basis by the servicing Ford dealer Such caution is recommended by the Ford Motor Company because a conversion to electric power may have adverse effects upon the operation or durability of the converted vehicle that cannot be foreseen by Ford Motor Company Does not apply to In Direct Injection Diesel Engines continued If assistance is required in a repair situation you should contact your FCSD Field Service Engineer or Customer Service Manager October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 27 SMONGL LHOIT 8 SYVO CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY ELECTRIC RANGER EMERGENCY REPAIRS NON VISITING AND VISITING OWNER continued 3 28 Ford Motor Company Ford Motor Vehicle Assurance Company COVERAGE amp OTHER REMARKS e Electric Rangers may only be serviced at Electric Vehicle EV certified Ford dealerships Locations for these authorized f
446. rier in writing of any concealed damage within 48 hours and prior to the customer delivery or dealer to dealer transfer certified mail with return receipt recommended IMPORTANT Damage or shortage noticed anywhere on the vehicle after the removal of snow ice or dirt except that found when placed on a hoist or road tested is not considered concealed damage This damage is reimbursable only if it is discovered prior to the departure of the carrier representative and noted on the bill of lading 2 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Dealer Letterhead Date Carrier s Name Street Address City and State Subject Report of Delayed Inspection or Concealed Damage Vehicle Identification No Carrier Bill of Lading No Date of Delivery Type Appropriate Paragraph s The vehicle shown above was received at the close or after our regular business hours We were not able to inspect it for damage orshortage at the time of delivery Therefore a joint inspection could not be made with your representative Our subsequent inspection disclosed the following damage or shortage Since the time the vehicle was received we have discovered the following concealed damage or shortage Signature of Dealer or Authorized Representative A form letter on dealership letterhead like the example above can be used to notify the carrier Deliveries to Body Companies Pr
447. ries Parts Entries Repair Summary Entries Service Write Up Entries Submitting Form 1863 6125 2 Form 3715 Vehicle Loss and Damage Claim Preparation Guidelines See ACES II User Manual Supporting Documents Submitting Form 3715 Carrier Pick Up of Parts Disposition of Salvage Parts No Carrier Instructions or Instructions to Scrap Shipping Salvage Parts to Carrier Frame 600 and Higher Series Trucks Front Axle Twin I Beam Front Drive Axle See Powertrain Components Fuel Injection Pump Cars and Light Trucks 600 and Higher Series Trucks Index 10 Ford Motor Company Ford Motor Vehicle Assurance Company 6 1 3 140 3 139 3 119 3 30 3 69 3 139 amp 6 1 9 35 9 36 9 33 9 33 9 34 9 32 7 3 1 10 7 10 7 8 7 10 7 3 7 138 2 18 2 16 2 19 2 19 2 19 2 19 3 69 3 59 3 59 3 32 3 70 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page Fuel Injector Nozzles Cars and Light Trucks 600 and Higher Series Trucks Fuel Pumps 600 and Higher Series Trucks Also See Replacement or Repair Fuel System Cleaning Cars and Light Trucks 600 and Higher Series Trucks Fuel Usage G Gaskets and Seals Cars and Light Trucks 600 and Higher Series Trucks Glass Carlite Replacement Usage Requirement Reimbursement Policy Glossary of Terms Goodwill Adjustment See After Warranty Assistance Government Owned Vehicles U S H Headlamp Adjustment See Adjustments Hea
448. roduct lines sold to them by Ford This includes Aeromax Louisville Cargo and all predecessor heavy trucks L Series CL Series W Series etc Ford Sterling Dealers Responsibility for Service Part Warranty claim payment for parts with an initial non warranty installation or over the counter sale date is determined by the date of original part installation or sale Responsibility for reimbursement of service part failures on these vehicles is as follows Non warranty dealer installed parts or parts sold over the counter on or before 3 13 98 Submit claim to Ford through DWE ACES II Non warranty dealer installed parts or parts sold over the counter after 3 13 98 Claim reimbursement through Freightliner even if part was originally purchased from Ford If the initial repair was covered by the Ford New Vehicle Limited Warranty Submit any subsequent service part failures to Ford through DWE ACES II regardless of whether the New Vehicle Limited Warranty is in effect at the time of the service part failure NOTE If your dealership is not a franchised Sterling dealer Service Part Warranty claims for heavy truck parts purchased from Ford should continue to be submitted to Ford via DWE ACES II Ford will not accept Service Part Warranty claims for heavy truck parts purchased from Sterling Corporation via a Sterling dealer Claims previously coded with program code SPH for such parts should be administered by the Sterl
449. rogram information inquiries provide customer and dealer support regarding Ford and Lincoln Mercury commuter van program 800 826 7427 FDCS answers dealership financial statement accounting questions FDCS takes the phone inquiry and forwards via fax to the Business Mgt Dept for resolution 800 883 3327 FDCS assists dealers with general questions and file receipt confirmation regarding DSE DOE CIE COV PPE REA RACE 800 883 3327 Customer name and address change processing for Customer Satisfaction Programs or recalls No phone number required use special postcard designed for updates 800 325 5621 Ford Motor Company Ford Motor Vehicle Assurance Company 9 5 m WARRANTY amp POLICY MANUAL meen Customer Relationship Center CRC Delayed Delivery amp Vadrranty Start Date Discrepancy Retail customers call or write with product or service related questions or concerns Ford Motor Company Customer Relationship Center 16800 Executive Plaza Drive P O Box 6248 Dearborn MI 48121 800 392 3673 Ford Mercury 800 521 4140 Lincoln 800 252 4221 TH NkK www customersaskford com To correct warranty start date discrepancies on vehicles beyond 3 model years submit copy of retail delivery form or Supporting documentation along with Form FCS 900 to Action Data Inc 23077 Greenfield Road Suite 525 Southfield MI 48075 9 6 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003
450. rograms Consult OASIS If OASIS shows the vehicle is eligible the claim for eligible repairs will be paid M Programs Consult OASIS Vehicles affected by M programs are listed in OASIS If OASIS shows the vehicle is eligible and the vehicle is within the program time amp mileage limitations the claim for eligible repairs will be paid G Programs Consult OASIS If OASIS shows the vehicle is eligible and the customer has requested the optional product improvement the claim for eligible repairs will be paid Please note that dealer stock units are not eligible for G programs Eligibility after B M or G Program Expiration If an owner requests repairs under an expired program or for an affected vehicle no longer listed in OASIS repairs may still be covered under warranty if e the vehicle has remaining eligible vehicle warranty coverage or e if the vehicle previously received this repair and has remaining Service Parts Warranty coverage In either of these cases a warranty claim should be submitted under the provisions of the Warranty and Policy Manual do not submit claims using the Customer Satisfaction Program number Customer Satisfaction Program Process This Program is activated as appropriate when there is concern about a particular component The Company may issue an owner letter which covers the repair under policy The program may apply to vehicles either within or beyond w
451. rranty Service Part Warranty and After Warranty Assistance will require additional prior approval from the Technical Hotline Examples of engine assembly base part numbers included in the prior approval program are 6006 sealed long block 6007 complete engine 6012 remanufactured long block 6V012 Motorcraft engine 6V007 MC Complete engine direct ship engines and free diesel engine exchanges Examples of automatic transmission assembly base part numbers that are included in the prior approval program are 7000 transmission assembly 7V000 Motorcraft transmissions and direct ship transmissions 1992 to 1995 model Emissions Defect Warranty 1992 and later Bumper to Bumper Coverage Includes pumps and lines A Diesel Engine Performance Chart and a copy of Form 1863 6125 2 must be enclosed in the container with the pump and returned to WPRC Only the diagnostic steps needed to determine the cause of the concern should be completed on the Diesel Engine Performance Chart October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS FUEL INJECTOR NOZZLE FUEL SHORTAGE NEW VEHICLES FUEL SYSTEM CLEANING FUEL USAGE GUIDELINES GASKETS amp SEALS Covered under Emissions Warranty Coverage includes diagnosis and replacement of both gasoline and diesel engine injector nozzles but cleaning of nozzles is covered only for gasoline engines without deposit r
452. rranty statements IMPORTANT Warranty service on Ford diesel engines and Cargo Series Trucks may only be performed by Ford dealers certified to service these engines and trucks Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS FLUIDS FLUID USAGE Use only Motorcraft or Ford brand oils lubricants fluids and GUIDELINES oils refrigerant unless specified otherwise in Company publications lubricants coolants e 600 and higher series trucks in normal service should get at refrigerants least 500 miles quart after 7 500 miles of service Fluid only not labor is reimbursable at predelivery when not supplied in the specified amount at the assembly plant up to the specified level Fluid lost or not usable due to a component defect is reimbursable for the same period as the component Refrigerant and labor are reimbursable during the basic or air conditioner warranty whichever provides greater coverage Labor required for a trained operator on U L Certified equipment to recycle A C refrigerant is reimbursable FORD POWER When authorized by Ford Power Products 1 800 521 0370 PRODUCTS dealers may perform warranty repairs to Ford Power Products Mail claims to Geometric Results Inc Power Products Division 28333 Telegraph Southfield MI 48034 NOTE Ford parts engines transmission
453. rs performed by the Intransit Repair Dealer must be authorized on the adjusting agency s estimate Any additional needed repairs found after completion of the estimate must be authorized in writing by the inspection agency before the additional repairs are performed 2 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Claims for these repairs must be submitted as 3715 claims via ACESII with Intransit Repair as per American Road estimate See 10032 form noted in the comments section Delayed Carrier Delivery due to In Transit Repair When a damaged vehicle will be delayed 5 days or more for in transit repair the ordering dealer is immediately notified of the delay by a regular mail post card See the example below This notice e Identifies the unit by VIN e Describes the damage ATTENTION MR DEALER VIN W _ IS BEING REPAIRED IN TRANSIT TO YOUR DEALERSHIP AND WILL BE DELAYED FOR 5 DAYS OR MORE REPAIRS ARE BEING MADE BY REPAIRING DEALER ADDRESS AREA OF VEHICLE BEING REPAIRED RAMP OPERATOR amp LOCATION DATE On category A vehicles New vehicles damaged in transit that are repairable and can be sold for new a copy of an Authorization and Notification of Unit Repaired In Transit Form AAD 10032 and a copy of the repairs estimate are sent to the destination dealer by Certified Mail return receipt requested These forms must be
454. s The customer is mailed a new or revised label or literature Customers are requested to affix the new information in the specified location However the customer may choose to have their dealer affix the new information Vehicles affected by L Programs are ordinarily NOT identified in OASIS but remain eligible for six months from the release date of the dealer bulletin Vehicles are removed from OASIS when a claim is submitted for payment against the program number After six months eligibility for all affected vehicles is closed Special Service Instructions SSI Special Service Instructions SSI s contain a T in the number e g 03101 SSI s differ from CSPs in that there is no owner notification Vehicles affected by SSI s are identified in OASIS and coverage is limited to the warranty coverage period for the specific part or system addressed by the SSI If a vehicle is in the dealership for other service and OASIS indicates it is eligible for a SSI and the applicable warranty is still in affect the SSI should be completed and the customer must be informed of the service performed Dealers must use the ACESII warranty screen to claim payment for SSI s SSI s performed on non eligible vehicles will be subject to chargeback 6 6 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Determining eligibility B M and G Programs B P
455. s etc installed in motor homes or other modified vehicles are covered by the Ford New Vehicle Warranty only when the vehicles have Ford VINs Ford parts installed as original equipment in vehicles having non Ford VINs i e Gillig Spartan Oshkosh LaForza John Deere Coachmen are normally warranted by the chassis manufacturer Inquiries on these Ford parts should be directed to Power Products Divisions e 1991 and later models are covered for 5 years unlimited mileage with no owner participation SMONGL SAlWAS GAHSIH 009 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 69 600 amp HIGHER SERIES TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage 600 and Higher Series Trucks CATEGORY COVERAGE amp OTHER REMARKS FUEL INJECTOR PUMP Ford Diesel Engines FUEL INJECTOR NOZZLE Ford Diesel Engines 1992 and later models with Ford Diesel Engines Engine Coverage amp Emissions Defect Warranty 1992 and later models with Non Ford Diesel Engines Warranted by engine manufacturer Repairs must be performed by Bosch Diesel Service Dealer DSD Within Bosch Warranty Repairs performed by Bosch DSD at no charge Submit claim through DWE ACES II for removal replacement and required towing Within Ford Engine Warranty but beyond Bosch Warranty Repairs performed by Bosch DSD Submit claim through DWE ACES II for removal and replacement Bosch repair charge and for req
456. s whichever occurs first e Spark Plug Wiring Set Complete Set See footnote c Normal Service Lifetime Limited Warranty to original purchaser Severe Service e g Police Taxi 12 months or 12 000 miles e Tires no Service Part warranty coverage except for THINK Neighbor tires which are covered for 12 months 12 000 miles e Vehicle Security System Ford Alarm Dealer Installed See footnote a Lifetime Limited Warranty on parts contact supplier at 1 800 275 2527 Ext 465 for parts replacement e Walker Exhaust SDS program See footnote d Effective November 1 1993 a Lifetime Limited Warranty is provided on all Walker replacement mufflers against rust through blowouts and defects in material and workmanship for as long as the original purchaser of the muffler owns the vehicle A 12 month 12 000 mile warranty is also provided on muffler system replacement pipes accessories and catalytic converters October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 117 LdVd ADIAGAS SERVICE PART Zam WARRANTY amp POLICY MANUAL meee Lifelong limited guarantee activation for sheet metal and Lifetime Limited Warranty coverage for parts noted above requires a customer paid replacement of the applicable part or accessory A replacement part installed under the Lifelong limited guarantee Lifetime Limited Warranty does not receive the Lifelong limited guarantee Lifelong Lifetime Warranty Coverag
457. s 3 56 1997 Model 600 and Higher Series Trucks 3 57 e Coverage for components installed by K Tec or Mod Center 3 53 e Components Eligible for Engine amp Drivetrain Coverage 3 58 e Medium amp Heavy Truck Coverage Conditions amp Procedures by Category 3 60 e Extended Coverage Programs ESC Work Ready Fleets 3 80 e Extended Service Contract ESC Work Ready and Non Work Ready Trucks 3 80 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee PAGE EMISSIONS COVERAGE NUMBER Federal Emissions Coverages e Federal Defect Warranty Applicability 3 81 e Federal Performance Warranty Applicability 3 81 e Non Ford Diesel Engines 3 81 e Federal Emissions Control Systems Defect Warranties 3 81 e Federal Emissions Defect Warranty Checklist 3 82 e Federal Emissions Performance Warranty 3 82 e Federal Emissions Performance Warranty Guidelines 3 83 California Emissions Coverages e California Emissions Defect Warranty Coverage 3 85 e Non Ford Diesel Engines 3 86 e California Emissions Defect amp Performance Warranty Coverage Charts 3 86 1995 to 2004 Model Year Car and Light Truck 3 86 1995 to 2004 Model Year 600 amp Higher Series Trucks 3 87 e California Emissions Defect Warranty Checklist 3 88 e California Emissions Performance Warranty 3 89 e California Emissions Performance Warranty Guidelines 3 90 e Emissions Control Systems Components Eligible for Warranty Coverage 3 91 e Afterm
458. s based on the status of the dealership s ESP loss ratio as described below ESP loss ratio of 100 or greater ESP claims are included in Warranty Counseling Process action ESP loss ratio of less than 100 ESP claims are excluded from Warranty Counseling Process action Warranty Audit Step 4 A Step 4 Warranty Audit will be performed in those instances where FCSD determines that dealers have not demonstrated the ability to resolve their warranty performance problems Audits are regularly conducted by the Company on claims and claim supporting records in accordance with the Ford Sales and Service Agreement All improper claims and claims not supported by dealership records that have been paid by the Company are subject to chargeback Audit results are discussed with the dealer before closing the audit Warranty claims beyond one year from notification of payment are not subject to chargeback Improper claims include the list detailed in the warranty review section as well as claims including but not limited to the following list 8 8 Lack of identification SSN of technician making repair Unauthorized replacement of assemblies or parts Unauthorized use of non Ford parts Add on repeat and improper repairs Unsupported labor time Information showing work done in unrealistically short time Overlapping or inflated labor time Lack of support documents or inadequate support documents Repairs not covered by warranty Repairs
459. s sold over the counter Motorcraft Diesel Engines 6 9L 7 3L I D I 7 3L 1 D l Turbo and 7 3L D I and Engine Components Motorcraft Diesel Engines and Engine Components MAY NOT be used for warranty including Recall and CSP repairs but MAY be used for ESP repairs and AWA repairs These parts are intended for installation in Ford E and F series light trucks rated at 15 000 pounds GVWR or less which were originally equipped with the 6 9L or 7 3L International diesel engines This limited warranty coverage does not apply if these diesel engine assemblies and components are used in motorhome vehicles Class A The service part warranty on these parts is 6V006 6V007 6007 Complete 6006 Stripped 6 9L 7 3L I D I 7 3L 1 D I Turbo and 7 3L D I Diesel Engine Assemblies e Parts except those noted below and labor are covered against defects for 24 months unlimited miles e Fuel filter assembly and lines fuel transfer pump harnesses sensors switches relays glow plugs injection pump and lines are covered against defects for 12 months unlimited miles e Towing is not covered for parts sold over the counter 6012 Long Blocks and 6009 Short Blocks for 6 9L 7 3L I D I 7 3L I D I Turbo and 7 3L D I Diesel Engines e Parts and labor are covered against defects for 12 months unlimited miles e Towing is not covered for parts sold over the counter 6049 Head 6200 Connecting Rod 8501 Water Pump and 6A642 Oil Cool
460. service parts that end with an RM suffix identify a remanufactured part Recall A program to inspect and correct safety compliance or emissions problems in specified vehicles Sales and Service Agreement A legal contract between the Company and the dealer by which the dealer sells and services Ford vehicles SBDS Service Bay Diagnostic System SDS Supplier Direct Ship Parts Program usually applies to trucks or Same Day Service station applies to radio chassis and other audio system components Second Owner The second retail owner of a vehicle SSI Special Service Instruction SSP Super Seal Corrosion Protection SSV Special Service Vehicle Subsequent Owner A vehicle owner who is not the first owner of the vehicle TAP Transportation Assistance Program TSB Technical Service Bulletin TSS Totalled Scrapped Salvaged VIN Vehicle Identification Number VSP Vocational Sales Program Visiting Owner VO An owner who requests warranty service from a dealer other than the selling dealer WAT Warranty Assistance Team WPRC Warranty Parts Return Center Warranty A written statement made by Ford to the buyer of a new Ford vehicle The warranty states that the Company will pay for certain repairs due to factory defects in materials or workmanship during the warranty period The repairs may be performed at no charge with a deductible fee or on a Pro rata basis Warranty Start Date The date on which a vehicle was sold or fir
461. sessed by Ford Customer Service Division are not reimbursable This includes critical parts transportation charges Non Reimbursable All parts for Company paid repairs to be returned to the Warranty Parts Return Center WPRC suppliers or other Company locations are being picked up by the Regional Core Recovery Center RCRC process No freight charges are incurred by dealers for return of these parts As a result of this process the Freight claim V selection via ACES II was discontinued as of 10 06 2003 Under no circumstances should parts be returned directly to the WPRC parts returned directly will not be reimbursed for freight charges incurred by dealers Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 m WARRANTY amp POLICY MANUAL Eee CHARGEBACKS AND APPEAL PROCEDURES CHARGEBACKS APPEALS PROCEDURE October 2003 Any payment for a warranty policy recall Customer Satisfaction Program Special Service Instruction or service contract repair can later be charged back if the payment is not justified These chargebacks are made for claims which are duplicated unsubstantiated or which do not meet the requirements stated in this Manual Dealers should be cognizant of their obligations with respect to their warranty repair and service requirements as specified in Paragraph 4 b of the Ford Sales and Service Agreement and the THINK Sales and Service Agreement A failure to perform those obliga
462. ship Special Preparation of Form 1863 6125 2 claim e Ifa visiting owner repair is performed by a New York dealer and the vehicle is beyond the 12 month 12 000 mile coverage but within the 2 year 18 000 mile period Program Code NYL must be entered in the Program Code box e f the servicing dealer is the selling dealer Program Code NYL is not required NOTE All eligible claims are to be submitted via DWE ACES Il October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 141 Zam WARRANTY amp POLICY MANUAL meee In Transit Damage Disclosure To Customer Several states require that certain types of damage occurring to new vehicles before delivery to the purchaser must be disclosed in writing if the repair cost exceeds a certain limit These requirements will vary Dealers must meet both state and Company requirements for damage disclosure Disclosable Conditions These include all in transit damage repairs that involve e Straightening realigning refinishing and or painting repaired or replaced sheet metal bolt on parts except for insignificant dents and scratches Non Disclosable Conditions These include all in transit loss or damage conditions that can be corrected by installing similar parts or accessories such as e Bolt on parts bumpers fenders hood deck lid instrument panel moldings NOTE Generally bolt on parts do not require painting or additional work as they are generally supplied in a
463. shness and uneven rapid tire wear coverage is 12 months 12 000 miles whichever occurs first even though caused by maintenance and wear items such as wheel alignment or tire balancing Normal wear and road hazards cuts snags bruises bulges impact breaks and punctures are not warrantable Damage caused by improper tire repair inflation alignment tire chains racing spinning mounting or dismounting is also not covered Flat tires on new unsold units must be replaced patching or plugging is not an acceptable repair technique Ford does not provide a Service Part warranty on replacement tires except for THINK Neighbor see the SPW section for details however the remainder of the Bumper to Bumper warranty still applies as does any warranty provided by the tire manufacturer October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS TIRES PO5 may be used to assist customers with tire related concerns on continued 2001 and newer vehicles within the standard P05 guidelines When replacing tires under the Ford New Vehicle Limited Tire warranty you must replace the defective tire s with the same brand model as originally equipped with the vehicle unless specifically directed by some other Company publication such as a TSB or SSM NOTE P05 coverage only applies to warrantable concerns road hazards scuffs etc are not eligible for PO5 coverage 2000
464. sistance System cables are supplied by Autocraft Electronics Send defective equipment and form 8560 to Autocraft Electronics 1612 Hutton Drive Suite 120 Carrollton TX 75006 800 755 4161 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 13 Zam WARRANTY amp POLICY MANUAL meen Roadside Assistance Program Roadside Dealer Assistance Center Rotunda Service Part Warranty SPW Prior Approval Team Service Publications amp Training Special Service Support Center STARS Standardized Training amp Resource System Assist eligible Ford owners with emergency roadside assistance i e flat tire dead battery lockout amp towing THINK 800 252 4221 Lincoln Commitment 800 521 4140 Ford Mercury 800 241 3673 Brochures 800 622 4511 Dir Relations 972 653 9108 800 367 3258 1 800 ROTUNDA Before calling the Automated System Response Unit for a prior approval code please complete the SPW Prior Approval Worksheet 800 423 8851 Option 2 Provides warranty owner shop and current model labor time standards manuals etc as well as service training materials 800 782 4356 Past Model years 800 782 4356 Helm 313 865 5927 FAX For Ford Shop Manuals D I Y Scheduled Maintenance Guide Specifications booklets Troubleshooting Manuals Wiring Diagrams and Owner Guides call Helm Inc 313 865 5000 Dealerships call regarding all Ford Motor Company recalls Customer Satisfac
465. soline Engines e 5 years 100 000 miles Vehicles over 14 000 GVWR with Ford Diesel Engines 1996 600 amp Higher Series Trucks e 5 years 50 000 miles Vehicles over 14 000 GVWR with Gasoline Engines e 5 years 100 000 miles Vehicles over 14 000 GVWR with Ford Diesel Engines 1997 600 amp Higher Series Trucks e 5 years 50 000 miles Vehicles over 14 000 GVWR with Gasoline Engines e 5 years 100 000 miles Vehicles over 14 000 GVWR with Ford Diesel Engines 1998 700 Series Trucks e 5 years 50 000 miles Vehicles over 14 000 GVWR with Gasoline Engines e Vehicles with non Ford Diesel Engines Emissions Warranted by Engine Manufacturer 1999 800 Series Trucks e Non Ford Diesel Engines Emissions Warranted by Engine Manufacturer 2000 2004 F650 and F750 Series Trucks e Non Ford Diesel Engines Emissions Warranted by Engine Manufacturer e Vehicles with the 7 3L D I Ford Diesel Engine and 6 0L Diesel Engine 5 years 100 000 miles Coverage expires when either time or mileage limit is reached October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 87 SNOISSIINA VINHJOJI 1V9 CALIFORNIA EMISSIONS Zam WARRANTY amp POLICY MANUAL meen California Emissions Defect Warranty Checklist Follow these steps when handling a repair under the California Emissions Control Systems Defect Warranty Make sure the emissions defect warranty applies to the repair by verifying that The vehicle is within th
466. ss of whether you are or are not the selling dealer The warranty is in effect for the specified period unless it is invalidated Any defect in factory workmanship or material will be corrected on either a no charge deductible or pro rata basis as appropriate High quality repairs with courteous prompt and efficient service is the process for developing and maintaining excellent customer satisfaction The key to satisfying customers is effectively listening to their concerns and clearly writing the concern description on the repair order to assure that the vehicle is fixed right on the first repair visit NOTE Under the new vehicle warranty the owner may not be charged for items such as diagnosis shop material or supplies road testing etc These items may however be reimbursable from Ford under warranty if stipulated as reimbursable in other Company publications such as TSBs dealer letters etc The dealer is responsible for providing service training and equipment This includes Holding regular in dealership training sessions Sending designated personnel to Company sponsored training programs Maintaining files of Company service publications Obtaining and using recommended special service tools and equipment October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 7 Zam WARRANTY amp POLICY MANUAL meee The dealer is responsible for submitting claims immediately after complet
467. st placed in service in service date October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 9 3 Zam WARRANTY amp POLICY MANUAL meee RESOURCES This section lists frequently used names addresses and phone numbers of contacts and resources You will find a list of helpful warranty related publications directions for using OASIS and explanations of the Ownercard and Membership Card Systems In addition there are directions for using and ordering warranty administration and ESP forms CONTACTS Alternative Fuel Customer Assistance Center Archway Publications Audio Systems Technical Assistance Assembly Plants 1 877 ALT FUEL 134 713 3446 734 713 2971 FAX Ford audio and cellular systems technical assistance hotline for dealerships and distributors Provide repair locations and accessory orders such as batteries 800 367 3333 Assembly plant correspondence should be addressed to the assembly plant vehicle scheduling manager Assembly Plant Identifier 11th Position of VIN CODE LETTER A Ford Motor Company Atlanta Assembly Plant 340 Henry Ford Il Avenue Hapeville Georgia 30354 Ford Motor Company Oakville Assembly Plant Queen Elizabeth Hwy Oakville Ontario Canada L6J5C9 Ford Motor Company Ontario Truck Plant Ninth Line at Highway 122 Oakville Ontario Canada L6J5E7 Ford Motor Company Ohio Assembly Plant 650 Miller Road Avon Lake Ohio 44012 Ford Motor C
468. sted above but is not a model ordinarily sold in that U S federalized territory or that foreign country through an authorized dealer dealers are to provide warranty service and are encouraged but not required to provide that warranty service at no cost to the customer Alternatively it may be necessary for the vehicle owner to pay the servicing dealer and then present the paid repair order invoice to a U S Ford dealer for refund consideration under the U S warranty When submitting a refund claim the Dealer must price the claim in U S dollars at the current exchange rate at its local bank and the repair cost must be reasonable When the U S Warranty Does Not Apply The U S Warranty does not apply if a vehicle is purchased from an authorized dealer in the U S or a federalized territory and the vehicle is not registered licensed in the United States or its federalized territories or Canada and Is subsequently shipped out of the United States or its federalized territories to foreign countries specifically for the purpose of resale in that foreign country or e Is registered licensed for use in countries other than the United States its federalized territories or Canada These vehicles may or may not assume the warranty offered by Ford in the country in which they are ultimately sold registered licensed operated October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 1 Zs WARRANTY amp POLICY MANUAL meee Canad
469. stem are still eligible for review and are subject to possible chargeback during any all stages of the Warranty Counseling Process October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 25 Zam WARRANTY amp POLICY MANUAL meee Edit Status Levels Dealerships will fall under one of four edit status levels within each of the eight specialty repair categories The four levels are shop competent technician fully trained edit deferred or no fully trained technicians 1 26 Shop Competent The dealership has achieved their minimum number to be trained Dealerships that have a sufficient number of fully trained technicians to attain their minimum number to be trained in a specialty repair category are shop competent and all dealership technicians are eligible to perform repairs in that specialty repair category Technician Fully Trained The dealership is below their minimum number to be trained There is at least one technician within the dealership who is fully trained in the applicable specialty repair category who may perform repairs within that specialty repair category The fully trained technicians are identified in the monthly reports that will be mailed to the dealers If a dealership submits a claim with a labor operation s for repairs within a specialty repair category and the dealership is not in an edit deferred period the technician performing the repair must be fully trained or ACES II wil
470. strating significantly different performance than their peers for that category Eligible dealers will receive a Category Self Review letter directing them to the GWO website to obtain additional Category Self Review materials Category Self Review materials however are always available via the GWO website and may be used by any dealership wanting to perform an examination of warranty repairs and repair shop processes 8 4 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL ieee THE 5 STEP WARRANTY COUNSELING PROCESS The Warranty Counseling Process is a systematic approach to improve dealership warranty performance deficiencies This process is designed to develop an efficient and properly controlled service operation by focusing on the root cause s of individual dealer warranty performance deficiencies and implementing the necessary process improvements Dealerships that continue to exhibit poor warranty performance may progress to the next stage s once entered into the process Based on specific circumstances however the Company may elect to conduct a review or audit without progressing through the preceding stage s of the process An example of this includes but is not limited to allegations of false or fraudulent practices at the dealership Warranty consultants specialists will provide evaluations of dealer practices for warranty reviews and audits Dealer Notification Letter Step
471. sue number Cancellation is requested because ____ Improperly maintained abuse misuse Explain below ____ Severely damaged Explain below ___ Vehicle Title is branded as junk dismantled rebuilt or salvage submit copy of title ___ Vehicle has sustained extensive flood damage ___ Exceeds Mechanical Limits over 100 000 miles Note Excludes Heavy Truck amp units with ESP Unlimited coverage ___ Odometer Not Actual Mileage odometer tampered with or is non functioning ___ Limo Non QVM Limo modifier and or modified outside of limo guidelines W amp P section 3 Other Explain Warranty Reinstatement Warranty coverage has been cancelled in error Supporting documentation attached Explain Signature of Service Manager Regional Office Approval Signature Dealership Telephone Number CDS Outlook ID Printed Name Date Printed Name Date Dealership submits request to Region submits request to FCSD Regional Office FAX 313 845 4338 OR Regent Court Building 16800 Executive Plaza Drive Mail Drop 3NE 1D Dearborn MI 48126 9 32 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 NOTIFICATION OF DELAYED DELIVERY DATE OR IN TRANSIT MILEAGE ACCUMULATION This form is to be used to notify Ford Motor Comapny of a delayed warranty start date or to report an in transit mileage accumulation on a vehicle driven not transported from the assembly plant to the receiving location VEHICLE IDENTIFICATION N
472. t the Dealer or any affiliated entity that sells an ESP contract or services an eligible vehicle thereunder shall be bound by the terms and conditions of the ESP plans as specified herein and in the Ford Extended Service Plan Program Manual The Ford Extended Service Plan Program Manual is available by accessing the dealer eStore through FMCDealer com e Quality Fleet Care allows fleets with 5 or more vehicles the added benefits of centralized billing pricing continuity and credit acceptance See ESP Program Manual for details e Super Seal Corrosion Repair Protection Service Contracts provide coverage after the new vehicle corrosion coverage has expired for cars and light trucks initially treated with Super Seal Compound against corrosion perforation not available after the 1992 plan year NOTE Vehicles which have had their NVLW cancelled are not eligible for ESP coverage If part of the vehicle s NVLW has been cancelled the corresponding portion of the ESP coverage is also cancelled Extended Service Plans Ford Extended Service Plans ESP are service contracts backed by Ford and purchased by owners of new and used Ford and Lincoln Mercury cars and light trucks In most states ESP on competitive make vehicles formerly called Extended Service Contracts ESC are dealer service contracts purchased by owners of competitive make vehicles This section provides a brief description of ESP features other than component coverages e The Ford
473. t Preferred Value Brake Pads and Shoes Motorcraft Preferred Value Brake Pads and Shoes MAY NOT be used for vehicle warranty including Recall and ONP repairs but are required for ESP repairs The service part warranty on these parts Is e Dealer Installed Parts and labor are covered against defects for 12 months 12 000 miles whichever occurs first from the warranty start date Dealers will be reimbursed for parts and labor at warranty rates Sold Over the Counter Parts only are covered against defects for 12 month 12 000 miles whichever occurs first from the warranty start date Dealers will be reimbursed for only parts at warranty rates Motorcraft Remanufactured Gasoline Engines and Transmissions 6V006 and 6V012 Complete gas engine long block assemblies and 7000 7V000 transmission assemblies e Covered for 3 years 36 000 miles from the warranty start date whichever occurs first units sold on or after 8 1 02 e 2 years 24 000 miles coverage applies to units sold before 8 1 02 e Ford will cover 100 of all parts and labor at the approved warranty reimbursement rates except for units sold over the counter before 10 1 99 For these units labor to remove the assembly from the vehicle is not covered labor to repair the unit after removal is covered e Parts and labor for related damage is covered during the applicable warranty period e If Dealer installed reasonable towing charges are covered if the vehicle is
474. t is no longer covered the entire repair is reimbursable on the same basis as the failed component e Ifthe component that caused the failure is beyond coverage and damages a component with remaining coverage the entire repair is not reimbursable See Emissions Coverage this Section for exception under the Emissions Performance Warranty e Also see Section 4 for Related Damage on Recalls or Section 6 for Related Damage on Customer Satisfaction Programs Non Reimbursable Conditions The New Vehicle Limited Warranty does not provide coverage and repairs are not reimbursable under warranty when any of the following conditions situations occur Damage Resulting From e Accidents collision or objects striking the vehicle e Theft vandalism or riot e Fire or explosion e Freezing e Misusing the vehicle such as driving over curbs overloading racing or using the vehicle as a stationary power source e Alteration or modification of the vehicle including the body chassis or components after the vehicle leaves Ford s control e Installation of non Ford parts installed after the vehicle leaves Ford s control e Tampering with the vehicle tampering with the emissions systems or with other parts that affect these systems e Disconnecting or altering the odometer or allowing the odometer to be inoperative for an extended period of time with the result that the actual mileage cannot be determined e Using contamina
475. tance contact Cell Port System 4888 Pearl East Circle Suite 300E Boulder Colorado 80301 866 235 5767 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS CLOCKS Basic Vehicle Coverage Bumper to Bumper Coverage e Stand Alone Replace complete assembly except when only an illumination bulb is needed Obtain replacement clocks from the Parts Distribution Center Do not send inoperative clocks to the service station for repair Clock Radio Chassis Forward the defective clock radio transportation prepaid with Form 1878 to the vendor s authorized service station CLUTCH LINING Disc Replacement of clutch lining due to normal wear and tear disc is a maintenance service and is not reimbursable except for 2001 2003 Lincoln vehicles which have coverage for 3 years or 36 000 miles whichever comes first If however the lining wear out is due to a factory defect in material or workmanship the clutch lining is reimbursable during the Bumper to Bumper coverage The claim should be annotated with the specific defect COBRA R MUSTANG SVT Cobra R Mustangs are equipped with a competition package and are designed for competition purposes All Competition Package equipped Mustang Cobra R s are void of all manufacturer s warranties except for Federal and Calif
476. tarted it will be towed at no charge see towing not applicable to THINK Neighbor Lock Out Service Program provides for no charge service to unlock a vehicle Key recovery and or replacements are not covered not applicable to THINK Neighbor Direct Contact Option Dealerships have the option of contacting an approved Roadside Assistance network towing company directly for tows within 35 miles 60 miles for THINK Using this option the dealership is required to inform the tow company that the tow is for Roadside Assistance and is to be performed at contract rates Within three days the dealership is required to call 800 241 3673 or fax 972 541 8805 the necessary information requested on the Dealer Direct Contact Option Form into Roadside Assistance Headquarters Roadside Headquarters will then arrange direct reimbursement to the tow company The required information includes e Dealership information e Customer information e Vehicle Information including year and make complete VIN and current odometer reading e Authorized service provider name contact name and ISC e Service performed and total charges e Tow mileage and travel information if applicable e Date service performed Extreme Weather Disaster Situations Certain geographic areas may experience weather or other situations which could temporarily affect the ability of Ford Auto Club to provide a timely response In these situations Roadside Assistance may broadcast
477. ted PO7 may not be used for Taxi s Livery Shuttle Commuter vehicles emergency vehicles except police units tow trucks vehicles with branded titles warranty restricted vehicles electric vehicles Mustang Cobra R and Saleen modified vehicles Consequential damages including commercial loss lost wages loss of perishables etc Claims repairs related to accidents fires or road hazards Reimbursement for deductible amounts e g ESP or powertrain deductibles Tires except for 2001 and newer vehicles Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Claiming Guidelines Incidental expense e g hotel bill meals etc up to 150 per claim may be covered however Ford s share of the total repair cost must remain within the specified limits All repairs covered under After Warranty Assistance P05 P07 and performed at the dealership offering the assistance must be at Ford Warranty Labor Rates and Ford Service Labor Time Standards A refund net of customer and dealer participation submitted as After Warranty Assistance must be calculated at warranty repair rates Refunds for emergency repairs within AWA guidelines are eligible for AWA consideration excluding PO7 assistance A refund claimed within AWA guidelines counts as a repair visit Ford sourced and or Ford remanufactured parts are required except for reimburse ment of emergency repairs Deale
478. ted or improper fluids e Customer applied chemicals or accidental spills e Driving through water deep enough to cause water to be ingested into the engine Damage Caused by Use and or the Environment The New Vehicle Limited Warranty does not cover surface rust and deterioration of paint trim upholstery and other appearance items that result from use and or exposure to the elements Some examples include e Stone chips scratches e g on paint and glass e Dings dents e Cuts burns punctures or tears e Road salt tree sap e Bird and bee droppings October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 3 Zam WARRANTY amp POLICY MANUAL meee e Lightning hail windstorm e Earthquake water or flood Damage Caused by Improper Maintenance The New Vehicle Limited Warranty does not cover damage caused by failure to maintain the vehicle improperly maintaining the vehicle or using the wrong part fuel oil lubricants or fluids Maintenance Wear Items Parts and Labor needed to maintain the vehicle and the replacement of parts due to normal wear and tear are the responsibility of the vehicle owner and are not covered under the New Vehicle Limited Warranty Examples from the Scheduled Maintenance Guide are e Spark plugs oil changes oil filters air filters fuel filters tire rotation cleaning polishing and engine tune up e Adding oils lubricants and other fluids except refrigerant e Wear items
479. ter at 1 800 325 5621 Please provide the VIN CSP number P amp A code and reasoning Owner Dealer Refunds for Customer Satisfaction Programs Refer to Section 4 for Recall refund policy When all or a portion of a repair covered by a Customer Satisfaction Program is performed prior to the release of the program both the owner and the dealer are eligible for a refund if refunds are specifically authorized in the program dealer bulletin and customer letter when the e Owner and or dealer has paid for the prior repair or the e Owner and or dealer has participated in an After Warranty Assistance and the e Refund is requested within the time period stated in each program To request a refund the customer must provide an original paid receipt which identifies the vehicle by VIN and the component affected by the CSP The customer does not have to currently own the vehicle to be eligible for a refund The refund claim must be submitted separately and will not remove the VIN from OASIS unless specified otherwise in the program bulletin For B programs the VIN will remain eligible for the CSP until the repair is completed and a second claim is submitted For M programs the VIN will remain eligible until the vehicle s program coverage expires i e the time or mileage limit has been exceeded NOTE For claims processing of refunds on Customer Satisfaction Programs see Refund on Safety or Emission Recalls Customer Satisfaction Programs
480. tered as a demonstrator and the accrued mileage is over 750 miles Cars and Light Trucks ls unsold and the accrued mileage is over 4 000 miles Medium and Heavier Trucks and Cutaways Cabs purchased from pools Has an incorrect warranty start date normally because of a delayed delivery and the vehicle is beyond warranty coverage NOTE Claims may be resubmitted when the vehicle has been reported as sold or placed in demonstrator service or has had the warranty start date discrepancy resolved e Avehicle requires a repair that appears to be beyond warranty but is eligible because the body company failed to report the date the vehicle was actually placed in service In these instances the dealer should Perform the repair Complete the warranty claim Complete and mail the Form FCS 900 Submit the warranty claim through DWE ACES II 7 days after the revised warranty start date is shown on OASIS IMPORTANT Supporting documentation new sales invoice state registration etc must be attached to the forms when requesting a warranty start date change NOTE When there is a question about the eligibility of a vehicle because of delayed warranty start date or in transit mileage accumulation contact the Regional Sales Office Warranty Start Date Errors or Omissions Vehicle sales reporting is the responsibility of the dealer through the Vehicle Sales Division If OASIS shows no warranty start date contact the Regional Sales Office
481. ters Includes De Icer Systems and Heated Seat Cushion 600 and Higher Series Trucks Hotlines See Resources Incidental Expense Incomplete Vehicle See Travel or Motorhome Independent Repair Location See Sublet Repair Section 5 Inspection of New Vehicles October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 33 3 70 3 70 3 33 3 70 3 33 3 33 3 70 3 33 5 11 9 1 to 9 3 4 10 3 34 3 15 3 71 5 18 3 47 5 7 amp 5 14 2 6 Index 11 m WARRANTY amp POLICY MANUAL meee Section and Page Instrument Cluster Products Cluster Core Return Policy Intake Manifold See Powertrain Components 600 and Higher Series Trucks Integrated Control Panel ICP Intent Claims Loss and Damage In Transit Damage Loss amp Damage In Transit Repair Dealers Claim Submission K K Tec Coverage for Components installed by K Tec Keyless Entry Battery Kilometers to Miles Conversion L Labor Only Operations Cars and Light Trucks 600 and Higher Series Trucks Labor Performed at Other Than an Authorized Dealership See Sublet Repairs Labor Rate Warranty Policy Request Options Labor Reimbursement Policies Late Deliveries Carrier Drop Off Legal Parts Also see Accident Claim 3 9 Cars and Light Trucks 600 and Higher Series Trucks Lifetime Service Guarantee Program Light Bulbs Exterior Interior Limousines Lincoln Town Cars Converted to Li
482. the Amount column Core Deposit The difference between the outright price and the exchange price on a part that can be returned and remanufactured in the Company Remanufacturer Program If multiples are used i e fuel injectors the Core amount is the individual amount multiplied by the quantity NOTE This would not apply to selected ESP Motorcraft FAR Ford remanufactured parts where the Core is exchanged with the FAD Enter the Core amount if any NOTE The Parts Department keeps the copies until the repair is completed When the dealer service hard copy is returned follow these steps e Complete the final parts pricing e Supply the causal basic part numbers for labor only repairs e Check the parts entries for completeness and accuracy Send the form set to the Service Department Repair Process The Service Department is next and is responsible for the labor information and a complete description of the repair s performed The form is then forwarded to the person responsible for completing the claim to perform final closing entries total the claim and submit it to Ford for payment Double check all entries prior to submission to Ford 23 24 25 26 Repair Number Enter the same repair number that was assigned to the customer concern for which this labor applies You may use numbers or letters to indicate the order of your repairs Condition Code only one per repair Enter a Condition Code for the
483. the Warranty amp Policy Manual using Adobe Acrobat press Control and 7 at the same time OR go to View and select Bookmarks and Page This will reveal an outline of the Section which is currently being viewed Clicking on any of the entries will take you to the indicated section Any entry with a triangle to the left of it has subheadings clicking on the triangle will reveal the subheadings which can also be clicked on to take you directly to the indicated section October 2003 m WARRANTY amp POLICY MANUAL meee WARRANTY amp POLICY MANUAL CHANGE SUGGESTION Dealer If you have suggestions for improvements or notice any errors in the publication please help us by letting us know where changes are necessary You may fax this form to 313 845 4338 or mail it to Dealer P amp A Code Phone Number FORD CUSTOMER SERVICE DIVISION WARRANTY ADMINISTRATION REGENT COURT BUILDING 16800 EXECUTIVE PLAZA DRIVE MAIL DROP 3NE 1D DEARBORN MI 48126 Section and Page where change is requested Description of Requested Changes October 2003 Zam WARRANTY amp POLICY MANUAL meee INTRODUCTION The purpose of the Warranty and Policy Manual is to assist dealers in providing owners of Ford Motor Company vehicles the warranty service to which they are entitled This Manual serves as a supplement to and an extension of the Sales and Service Agreement and the warranty statements No policy or procedure contained in the
484. the repair completed Claiming diagnostic labor as a separate repair at the time a special order part is ordered will inflate the Repair per 1000 measure on the 362 126 Warranty Trend Analysis Report The above represents claiming procedures only Under no circumstances should a drivable vehicle be held by the dealership while waiting for a special order part Drivable vehicles are to be returned to the customer and the date mileage in and date mileage out fields accurately completed on the warranty repair order form Additionally the repair order form should contain a written statement that the vehicle is drivable and was returned to the customer while waiting for the parts to arrive Some dealerships may choose to keep a log for delayed repairs Warranty claims are prepared later when repairs are completed Log information claim preparation and document support must follow all guidelines When submitting the claim e Use the same repair date and mileage as the original repair visit where the parts were ordered and e Enter the following statement in the Description of Concern area of the claim Repair submission delay due to use one part not available or part back ordered Repair completed on date at mileage Ordering New Parts for Unsold In Stock Vehicles When a new part is required for an unsold in stock vehicle in which the service part exists only as remanufactured follow these instructions e
485. the vehicle you are working on you must include the labor operation with MT For Example Labor operation 6051A1 for valve grinding does not have a published time for a 1999 F 150 with a 4 2L MFI engine Claim actual time as MT6051A1 Dealers are authorized to self approve actual time and no approval code is required Service Management Responsibilities e All actual time repairs must be properly time recorded e Actual time is only for repairs that are the responsibility of Ford Motor Company e The actual time claimed for a repair must not be included in another labor operation i e overlapping operation e Technicians must explain on the hard copy why actual time was required e The reason actual time was required must be entered in the comments area of the claim less than 2 0 hours of actual time does not require explanation All applicable Ford Service Labor Time Standards Manuals must be used in claims preparation NOTE Actual time may not be claimed for time spent calling the technical service hotline checking OASIS or obtaining prior approvals IMPORTANT Non compliance with the above requirements or abuse of this authority may result in up to a 90 day conditional approval period or program cancellation In the event of cancellation at least 90 days must elapse before a dealer can be reconsidered for use of the self approval privilege No Problem Found NPF Usage Guidelines The No Problem Found
486. ther Cancellation Categories 3 129 SERVICE CONTRACTS e Service Contracts Summary 3 130 e Extended Service Plans ESP 3 130 e ESP Authorization Requirements Repairs Requiring Prior Approval 3 130 e ESP Inspection 3 131 e ESP Prior Approval Level 3 131 e ESP Plan Information General Information 1995 2001 Plans 3 133 e Rental Assistance 3 134 e Super Seal Corrosion Repair Protection Service Contract 3 136 e Quality Fleet Care 3 138 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee PAGE FORD REMANUFACTURED AND MOTORCRAFT NUMBER PARTS COVERAGE USAGE REQUIREMENTS ESP Repairs 3 139 FAR Warranty and Lifetime Parts Guarantee 3 140 GOVERNMENTAL COVERAGE REGULATIONS amp LEGAL PROCEDURES State Laws 3 141 New York State Coverage 3 141 In Transit Damage Disclosure to Customer 3 142 Reacquired Vehicles 3 142 Disclosure and Warranty Registration 3 143 RAV Disclosure Agreement 3 143 Actions Ford May Take for Non Disclosure of an RAV 3 144 Reimbursement for Repurchased RAV s 3 145 RAV Repairs Parts Usage Requirements 3 145 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee SECTION 3 WARRANTY COVERAGES COVERAGE SUMMARY INTRODUCTION Warranty Responsibility In accordance with provisions of the Sales and Service Agreement and this Manual dealers are required to provide warranty and policy service e
487. tinued product delivery will have thirty 80 days to return the defective cluster core to the authorized service station Cores not returned within 30 days will be billed to the dealership All advance exchanges include returnable shipping containers and shipping instructions to facilitate product return Replacement exchange cluster cores returned to the warranty service station unused will be charged to the dealership s parts statement Dealers should place orders and direct questions to 1 800 259 9700 INTEGRATED CONTROL The ICP 18C858 contains the radio heater control and some PANEL ICP automatic temperature controls For 1996 and newer Taurus Sable and 1997 and newer Escort Tracer vehicles follow the normal radio EXCHANGE process During the Bumper to Bumper Warranty period repairs to this part on the vehicles noted are ultimately the responsibility of the vendor All other vehicles are eligible for replacement parts ordered through the PDC Labor to remove and install this component is reimbursable For technical assistance call the Audio Hotline 800 367 3333 KEYLESS ENTRY e Covered under the Bumper to Bumper Warranty REMOTE BATTERY LABOR ONLY e Non reimbursable labor operations OPERATIONS Inspections adjustments alignments and cleanup included in predelivery Installing loose items placed in the vehicle at the assembly plant unless otherwise stated in Company publications Refer to the Predeliv
488. tion 3 e Disclosable damage exceeding 500 on a new unit or if the vehicle is critically damaged See In Transit Damage Section 2 e Prior Approval Programs All gasoline diesel engine and automatic transmission assembly replacements under the New Vehicle Limited Warranty Service Parts Warranty and After Warranty Assistance will require prior approval from the Ford Technical Hotline e tems specified to the dealer by the Company e g if dealer is on a dealer panel NOTE Although Company prior approval is no longer required for actual time operations Ford claims processing may require you to obtain Customer Service Manager approval for actual time on a post repair basis October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 1 1 Zam WARRANTY amp POLICY MANUAL meee Claims with Company Involvement Approval Disallowable and Non Disallowable Situations The following policy provides guidelines for warranty review audit of claims in which some level of prior approval has occurred Conditions Subject To Disallowance On Site Inspector Video Imaging Tech Hotline Phone Prior Approval Phone approval on site inspector approval video imaging approval or Technical Hotline involvement with a repair does not negate dealership responsibility to adhere to the provisions of the Warranty and Policy Manual and to verify that repairs are needed due to a defect Also such approval does not exempt the repair from ACES
489. tion Programs and Special Service Instructions Recall CSP SSI P O Box 1904 Dearborn MI 48121 800 325 5621 Updating dealership sales service personnel info for use with dealer QCP recognition and awards programs Answer curriculum questions on technical training 800 548 3212 313 446 9407 FAX 9 14 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meen Super Seal EPP Contract Processing SVP Special Vehicle Protection Technical Service Hotline Transportation Assistance Hotline TREAD Transportation Recall Enhancement Accountability and Documentation Act VECI IEI Decal Order Processing Vehicle Security System Ford Alarm Dealer Installed VIN Interpretation Guide Visteon Audio Hotline Warranty Assistance Team October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Handle inquiries and provide service authorization approval numbers under the terms of Super Seal and Environmental Paint Protection contracts Super Seal Headquarters P O Box 6045 Dearborn MI 48121 800 537 1910 Provides assistance to dealers regarding the processing of SVP warranty claims for Ford engines in various motorhome chassis 800 722 5787 Provide technical assistance on the repair of Ford and LM vehicles supports SBDS SBTS as well as 1993 model and newer production FFV vehicles and exchange assemblies available through FADS 800
490. tions could result in the replacement or repurchase by the Company of an owner s vehicle due to faulty vehicle quality or dealership service If it is clear that such replacement or repurchase is caused by the actions of the dealership the Company may elect to charge to the dealer the related net cost incurred by the Company Dealers who believe they have been charged back unfairly in refund replacement situations may appeal to the Dealer Policy Board NOTE WHEN SUBMITTING APPEALS IT SHOULD BE NOTED THAT CUSTOMER STATEMENTS OR AFFIDAVITS ARE NOT AN ACCEPTABLE ALTERNATIVE IN LIEU OF THE DOCUMENTATION REQUIREMENTS CONTAINED IN THIS MANUAL If Loss amp Damage claims or Loss amp Damage Intent claims are submitted with 90 days of Carrier drop off supporting documentation mailed in within 30 days of ACES II submission and repairs returned for corrections completion or additional documentation are corrected and resubmitted within 48 hours final claim disposition will be determined within 8 months of the payment date Claims handled according to this procedure will not be disallowed beyond 8 months of the payment date unless serious errors or omissions occured Appeals for the following paid repairs must be submitted through ACES II On Line Appeal System e In transit Loss amp Damage 3715 e General Office Chargebacks NOTE An appeal request made for any of the repair types listed above requires dealer comments to be entered in the Ap
491. to report the original sale of the vehicle The dealer should follow one of the procedures listed below when the original sale of an older vehicle beyond three model years cannot be reported through the Vehicle Sales Divisions Submit a copy of the Retail Delivery Form to ACTIONDATA INC 23077 Greenfield Road Suite 525 Southfield MI 48075 Complete and submit a Form FCS 900 with all supporting documents see Section 9 for a copy of Form FCS 900 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 2 27 Zam WARRANTY amp POLICY MANUAL meee Direct Deliveries by the Company In certain cases the assembly plant arranges to precondition vehicles delivered directly by the Company These vehicles are considered visiting owner units and qualify only for predelivery type adjustments An entire predelivery inspection is the responsibility of the purchaser or the dealer selected by the Regional Sales Office to deliver the vehicles and perform the predelivery service Direct deliveries are usually made for but not limited to e U S Government agencies e American National Red Cross e Body and equipment companies In Transit Mileage Accumulation Occasionally new vehicles usually trucks are driven from assembly plants to dealers or to body companies and then to dealers or other locations Whoever delivers the vehicle should complete Form FCS 900 to extend the mileage warranty The extension is equal to the actua
492. tober 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Introduction Zam WARRANTY amp POLICY MANUAL meee TABLE OF CONTENTS SECTION 1 DEALERSHIP ADMINISTRATION PAGE RESPONSIBILITY OVERVIEW NUMBER e Authorization Requirements 1 1 Repairs Requiring Prior Approval 1 1 Claims with Company Involvement Approval Disallowable and Non Disallowable Situations 1 2 Regional Authorization to Submit Claim 1 3 Dealer Principal Owner Operator GM Authorization to Submit Claim 1 3 Repair Authorization for Dealership Vehicles 1 4 Warranty Solicitation 1 4 Parts Inventory Requirements 1 4 e Warranty Responsibility 1 4 e Magnuson Moss Act 1 5 DEALER amp SERVICE SUPERVISION RESPONSIBILITIES e Dealer Responsibilities 1 7 e Service Supervision Responsibilities 1 8 e Technician Team Service Operation 1 9 WARRANTY RECORD RESPONSIBILITIES e Customer Service File Requirements 1 10 Computer Service Systems 1 10 e Record Retention 1 11 e Claims Pending File 1 12 e Warranty amp Policy Register Journal 1 13 e Time Recording 1 13 Time Recording Requirements 1 13 Actual Time Claiming Procedure 1 14 Time Recording Procedures 1 14 e Filing Copies of the Repair Set 1 15 e Delay in Submitting Repair Parts Not Available 1 16 e Ordering New Parts for Unsold In Stock Vehicles 1 16 e Disposition of Claims 1 17 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zs WARRANTY amp POLICY MANUAL meee WARRAN
493. tor vehicle equipment without engine powertrain MPV Truck Completed Vehicle Limousine Incomplete Vehicle Car Car Incomplete Vehicle Car Car Bus Basic Chassis Stripped Incomplete Vehicle Glider October 2003 Zam WARRANTY amp POLICY MANUAL ieee 2004 MODEL YEAR VIN CODING CHART Con t VIN POSITIONS CATEGORY 1 2 3 EXPLANATION WORLD Manufacturer Make Type MANUFACTURER continued OFM Ford Motor Co of Canada Ltd Ford MPV 2FT Ford Motor Co of Canada Ltd Ford Truck 2ME Ford Motor Co of Canada Ltd Mercury Car 2MH Ford Motor Co of Canada Ltd Mercury Incomplete Vehicle 3FA Ford Motor Company Mexico Ford Passenger Car 3FB Ford Motor Company Mexico Ford Bus 3FC Ford Motor Company Mexico Ford Basic Chassis Stripped 3FD Ford Motor Company Mexico Ford Incomplete Vehicle SFE Ford Motor Company Mexico Ford Incomplete Vehicle 3FM Ford Motor Company Mexico Ford MPV SFT Ford Motor Company Mexico Ford Truck SME Ford Motor Company Mexico Mercury Car 4F2 Ford Motor Company USA Mazda MPV 4F3 Ford Motor Company USA Mazda Incomplete Vehicle 4F4 Ford Motor Company USA Mazda Truck 4M2 Ford Motor Company USA Mercury MPV 4M3 Ford Motor Company USA Mercury Incomplete Vehicle 4M4 Ford Motor Company USA Mercury Truck Complete Vehicle 4N2 Ford Motor Company USA Nissan MPV 4N3 Ford Motor Company USA Nissan Incomplete Vehicle 4N4 Ford Motor Company USA Nissan Truck Comp
494. tor Company Ford Motor Vehicle Assurance Company 2 3 Zam WARRANTY amp POLICY MANUAL meee DAMAGE TYPE CODES THIRD AND FOURTH DIGITS 01 02 BENT BROKEN CUT DENTED CHIPPED EXCEPT GLASS OR PANEL EDGE CRACKED EXCEPT GLASS GOUGED MISSING EXCEPT MOULDING EMBLEM SCUFFED STAINED OR SOILED INTERIOR PUNCTURED SCRATCHED EXCEPT GLASS TORN DENTED PAINT CHROME NOT DAMAGED MOULDING EMBLEM WEATHERSTRIP DAMAGE MOULDING EMBLEM WEATHERSTRIP LOOSE MISSING GLASS CRACKED GLASS BROKEN GLASS CHIPPED GLASS SCRATCHED MARKER LIGHT DAMAGED DECAL PAINT STRIPE WOODGRAIN TRANSFER DAMAGE FLUID SPILLAGE EXTERIOR CHIPPED PANEL EDGE INCORRECT PART OPTION NOT AS INVOICED HARDWARE EXTERIOR DAMAGED HARDWARE EXTERIOR LOOSE MISSING DAMAGE SEVERITY CODES FIFTH DIGIT OorRWN 2 4 NO EXCEPTION LESS THAN AND INCLUDING 1 LENGTH DIAMETER OVER 1 UP TO AND INCLUDING 3 LENGTH DIAMETER OVER 3 UP TO AND INCLUDING 6 LENGTH DIAMETER OVER 6 UP TO AND INCLUDING 12 LENGTH DIAMETER OVER 12 LENGTH DIAMETER REPLACEMENT SEVERE DAMAGE MISSING Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Dealership Responsibilities When Receiving New Vehicles It is the dealer s responsibility to inspect new vehicles received by the dealership and document any damage to the vehicles or any conditions which caused them to differ from the new vehicle order
495. torcraft remanufactured engines and transmissions installed or sold over the counter by Dealers If the end user of one of the products covered by this service parts limited warranty is traveling or has moved to a different locale any authorized Ford Lincoln or Mercury dealer may fulfill this limited warranty FOR A DEALER TO INVOKE THE FORD TO DEALER WARRANTY THE DEALER MUST HAVE PROVIDED THE CUSTOMER WITH A DEALER TO CUSTOMER WARRANTY THAT IS AS GOOD IF NOT BETTER THAN THE FORD TO DEALER WARRANTY 3 124 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee THIS WARRANTY DOES NOT COVER MOTORCRAFT REMANUFACTURED ENGINES TRANSMISSIONS OR COMPONENTS THAT FAIL DUE TO ABUSE MISUSE NEGLECT ALTERATION ACCIDENT RACING OR THE USE OF NON FORD PARTS OR PARTS WHICH ARE REPLACED AS PART OF NORMAL MAINTENANCE REPEAT REPAIRS PERFORMED AS A RESULT OF A PREVIOUS REPAIR MIS DIAGNOSIS OR IMPROPER REPAIR PROCEDURE ARE NOT COVERED TO THE EXTENT ALLOWED BY LAW LOSS OF TIME INCONVENIENCE LOSS OF THE USE OF THE VEHICLE COMMERCIAL LOSS AND INCIDENTAL AND CONSEQUENTIAL DAMAGES ARE NOT COVERED THERE IS NO OTHER EXPRESS OR IMPLIED WARRANTY ON THESE MOTORCRAFT REMANUFACTURED ENGINES AND TRANSMISSIONS INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE TO THE EXTENT ALLOWED BY LAW ANY IMPLIED WARRANTY OF MERCHANTABILITY OR F
496. ts 5 6 e Road Test 5 7 e Sublet Labor 5 7 PARTS REIMBURSEMENT POLICIES e Assemblies 5 8 e Batteries 5 8 e Core Reimbursement 5 8 e Cummins Engine Parts 5 9 e Customer Installed Warranty Parts 5 9 e Powertrain Program Allowances 5 9 e FAR Reimbursement 5 10 e Fluids 5 10 e Freight Charges Emergency Order 5 11 e Glass Reimbursement 5 11 e Outside Purchased Part 5 11 e Paint Material Allowance 5 12 e Parts Transportation Charges Critical Parts 5 12 e Parts Reimbursement 5 12 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Zam WARRANTY amp POLICY MANUAL meee PARTS REIMBURSEMENT POLICIES CONT e Shop Supplies e Standard Parts e Sublet Repair e Tires e Transportation Charges Inbound and or Premium e Transportation Charges Parts Recalled by WPRC CHARGEBACKS amp APPEALS e Chargebacks e Appeals Procedure e Loss and Damage Claim Chargeback Procedure MISCELLANEOUS POLICIES e After Warranty Assistance e Consequential Expense e Delay in Submitting Claim e Discounts on Purchased Services e Incidental Expenses e Refunds e Repair Submission e Tax Sales Reimbursement e State Tax Reimbursement Requirement e Terminated Dealers e Transportation Assistance Allowance Ford Motor Company Ford Motor Vehicle Assurance Company PAGE NUMBER 5 13 5 13 5 14 5 14 5 14 5 14 9 15 9 15 9 17 5 18 5 18 5 18 5 18 5 18 5 18 9 19 9 19 9 20 9 20 5 20 October 2003 Zam W
497. ty claims except for The deductible amount The approval number for repairs requiring prior approval authorization should be shown under approval one on the claim form e USED VEHICLE IN DEALER STOCK ESP repairs on used vehicles in dealer stock are only eligible for reimbursement if 1 the owner acknowledged the condition existed prior to transfer of title and 2 the ESP owner at the time of trade authorized the repair by signing a dated repair order Super Seal Corrosion Repair Protection Service Contract This plan was available for all Ford manufactured and competitive make cars and light trucks treated with Ford Super Seal Rustproofing within 90 days or 3 000 miles of delivery This plan is not available after the 1992 plan year It provides corrosion repair coverage beyond the new vehicle corrosion perforation coverage Coverage e Lifetime protection against corrosion from inside to outside for vehicles purchased by a private owner for non commercial use New retail vehicles Demonstrator Lease Rental or Driver Education Vehicles e Six year protection for commercial vehicles Five complete calendar years following date of vehicle sale or super seal application e Only the original owner is covered unless Super Seal Headquarters processes a transfer Owner Responsibility NOTE 1987 1992 privately owned vehicles require inspections beginning at 54 months or 85 000 miles whichever occurs first Commercial
498. uding responsibilities for emissions warranty recall and in use compliance For 2000 and all subsequent model years Lincoln Town Cars that are converted to limousines must meet the requirements specified above and may only be modified by a Lincoln Qualified Vehicle Modifier If the converted limousine does not meet the requirements specified above or is modified by an entity or person other than a Lincoln Qualified Vehicle Modifier then the New Vehicle Limited Warranty is voided any Ford Extended Service Plan ESP contract is voided and applicable Emissions Warranties may also be voided Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS LIMOUSINES Lincoln Beginning with the 2002 model year conversion to a Limousine Town Cars and Ford of any Lincoln vehicle other than a Town Car equipped with the Excursions converted Ford Limousine Builder s Package will cause the New Vehicle to Limousines Limited Warranty and any Ford Extended Service Plan to be continued voided Emissions Warranty may also be voided and the vehicle modifier may be considered the vehicle manufacturer for Emissions Warranty coverage purposes including responsibilities for emissions warranty recall and in use compliance Any Ford or Mercury vehicles except 2001 and subsequent model years Excursion modified as prev
499. ued 3 46 Ford Motor Company Ford Motor Vehicle Assurance Company COVERAGE amp OTHER REMARKS e The THINK Battery Warranty is 3 years with no mileage limitation Customer participation is required after 12 months in service based on the following table Months in Percentage Service Covered by Ford 0 12 100 13 18 60 19 24 40 25 30 20 31 36 10 Percentage reflects the portion Ford will pay of the suggested retail cost of the new replacement battery at the time of repair 100 of the labor cost to diagnose and replace the battery is covered by the THINK Battery Warranty Towing for battery repairs is covered under Roadside Assistance e THINK vehicles have no Federal or California Emissions Warranty e THINK vehicles are included in the Ford Roadside Assistance program Ford will reimburse towing charges to the closest THINK dealer or to the selling dealer if within 60 miles Unless otherwise provided all other aspects of the THINK New Vehicle Limited Warranty are the same as the Ford New Vehicle Limited Warranty 2000 and prior model years not warranted by Ford warranted by the tire or tube manufacturer unless otherwise stated in a Company program 2001 and subsequent model years warranted by Ford for defects in factory supplied material and workmanship during the Bumper to Bumper warranty Tire manufacturers warranty may apply after the Bumper to Bumper warranty has expired Tire vibration ride har
500. ugh the authorized service station Ship authorized audio system components with completed Form 1878 and prepaid transportation to the vendor s authorized service station Submit claim for removing and replacing the unit and for one way shipping if applicable via ACES Il NOTE Only defective antennas are covered under warranty Missing bent or otherwise damaged antennas are not covered Power antenna masts with base part number 18A886 will be accepted as a valid warranty claim if the mast develops a bowed condition This does not include antenna assemblies Base P N 18850 or kinked bent masts caused by customer abuse i e car wash or garage door FCS 700 Tags will be issued for masts replaced under warranty 3 20 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVERAGE amp OTHER REMARKS BATTERY 1996 and Newer Models Bumper to Bumper Coverage REPLACEMENT 1995 e Ford Mercury Cars amp Trucks Full coverage within 12 months 36 000 miles Pro rated beyond 12 months within 3 yrs 36 000 miles Lincoln Full coverage within 2 yrs 50 000 miles Pro rated beyond 2 yrs within 4 yrs 50 000 miles See Batteries in this Section for additional information pro rata tables and coverage for THINK Neighbor and Ford Electric Ranger batteries IMPORTANT All battery warranty replacement claims in A
501. uired towing NOTE Please contact your local Bosch DSD for warranty information e Engine and Emissions Coverage 1992 and later models with Ford Diesel Engines e An Engine Performance Chart FPS 8485 and a copy of Form 1863 6125 2 must be enclosed in the container with the nozzle s and returned to WPRC for 6 6L 7 8L Ford diesel engines Only the diagnostic steps needed to determine the cause of the concern should be completed on the diesel engine performance chart FUEL PUMP Gasoline e Basic vehicle coverage e Replace complete assembly FUEL SYSTEM Reimbursable 100 for the first 30 days of service CLEANING GASKETS amp SEALS Reimbursable Defective gaskets and seals are covered for the same warranty period as the part with which they mate Not reimbursable Non defective valve cover gaskets replaced during normal maintenance GLASS REPLACEMENT Covered under the Basic Vehicle Warranty stone chips and continued 3 70 scratches that result from use are not covered under the New Vehicle Limited Warranty e All glass replacements under warranty MUST be made with Carlite glass Parts Reimbursement Parts reimbursement for the glass is at the Dealer s actual cost plus applicable parts allowance e g 40 The actual cost plus applicable parts allowance may not exceed Dealer Price of the glass plus applicable parts allowance Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam
502. ummary of open FSAs in your local service area view owner contact information for a particular FSA or download the information to a CSV or Excel file e Contacts Submit a question or comment about the website e FAQ View common questions other users have about the website Receive valuable tips about effective website usage practices Please Note Prior to performing an FSA program repair on any vehicle you must check OASIS to verify that FSA is still open on that vehicle For assistance with the FSA VIN Lists refer to the contact link within the FSA VIN List website or call FSA VIN Lists Support at 1 800 555 9601 Special Circumstances 1 When the vehicle is still in stock or in service at the dealership Includes New vehicles used vehicles demonstrator units rental units shuttle vehicles etc Repair the vehicle immediately If recall service cannot be completed immediately flag the recalled vehicles to alert Predelivery Service Personnel of the recall Additionally Write the recall number on a Parts Identification Tag and attach to the vehicle keys or Write the recall number on the windshield IMPORTANT Federal law requires dealers to complete any outstanding safety recall service before a new vehicle is delivered to the buyer or lessee Violation of this requirement by a dealer could result in a civil penalty of up to 5 000 per vehicle 2 When the dealership receives the recall notice but the vehicle has
503. umper Warranty Coverage 4 Passenger cars and light duty trucks are eligible for 8 80 coverage Vehicles with a GVWR over 8 500 Ibs are not eligible for 8 80 coverage Covers catalytic converters including heat shields compuvalve electronic emissions control unit PCM onboard emissions diagnostic device and vehicle communication link VCL module 5 The Federal Emission coverage is limited to vehicles not eligible for the California Emissions Warranty 6 Shock absorbers clutch disc if equipped engine belts and hoses brake pads and linings wiper blades and spark plugs will be covered for 3 years or 36 000 miles for replacements necessary due to wear NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance 3 10 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee ALL 2001 MODEL CARS AND LIGHT TRUCKS WARRANTY SUMMARY CHART COVERAGES 2 yrs 3 yrs 4yrs 5 yrs 8 yrs Coverage expires when either time or 24 000 36 000 50 000 50 000 80 000 mileage limit is reached MILES
504. ure to Customer 3 142 New York State Coverage 3 141 Reacaquired Vehicles 3 142 Stationary Power Source Cars and Light Trucks 3 45 600 and Higher Series Trucks 3 75 Steering Wheel Adjustment Clear Vision See Adjustments 3 15 Storage of New Vehicles 2 23 Sublet Invoice Requirements 1 28 Sublet Repairs Invoice Requirements 1 28 Labor Performed at Other Than Authorized Dealership 5 4 Outside Labor Reimbursement 5 7 Outside Purchased Parts 5 11 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 19 Zam WARRANTY amp POLICY MANUAL meee Section and Page Submitting Claims 3715 Loss amp Damage Destination Dealers 3715 Loss amp Damage In Transit Dealers Intent Claims Super Seal Corrosion Repair Protection Service Contract Supplier Direct Ship SDS Program Supporting Records See Record Retention T Tachometer Cars and Light Trucks 600 and Higher Series Trucks Tape Player See Audio System Tax Reimbursement Technician Team Service Operation Technician Training ACES II Edit Terminated Dealers Credit Collection TH NK Neighbor Time Recording Tires and Tubes Cars and Light Trucks 600 and Higher Series Trucks Service Part Warranty Toe in See Wheel Alignment Cars and Light Trucks Totaled Scrapped Salvaged Vehicles TSS Towing Roadside Assistance and Service Calls Cars and Light Trucks See Roadside Assistance Pgm 600 and Higher Series Trucks Traction
505. ursable Conditions 3 3 October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company Index 13 Zam WARRANTY amp POLICY MANUAL meee Section and Page Motorcraft Parts Battery Retail Customer Purchased Shock Absorbers and Struts Unique Service Part Coverage Motorsport Parts SVO Competition Parts Motor or Travel Homes Mounted on a Ford Chassis Cars and Light Trucks 600 and Higher Series Trucks N New Vehicle Receiving and Inspecting See Receipt Inspection and Storage of New Vehicles New Vehicle Storage New Vehicles Delivered Directly by the Company New York State Coverage No Cost Diesel Assemblies Non Disclosable Conditions See Loss and Damage Non Ford Diesel Engines Emissions Coverage Non Ford Parts Cars and Light Trucks 600 and Higher Series Trucks Selected Coverage K Tec or Mod Center Used in Emergency Repair Non Reimbursable Conditions No Problem Found Repair Process Notification of Delayed Warranty Start Date or In Transit Mileage Accumulation Index 14 Ford Motor Company Ford Motor Vehicle Assurance Company 3 38 3 99 3 117 3 122 3 38 3 47 3 7 6 2 1 2 23 2 28 3 141 6 2 2 14 3 67 3 81 3 38 3 72 3 53 3 28 3 3 4 7 2 26 amp 9 33 October 2003 Zam WARRANTY amp POLICY MANUAL meee Section and Page O Odometer Cars and Light Trucks Instrument Cluster Products 600 and Higher Series Trucks Speedometer Heads OASIS Availability
506. used to complete the sublet repair and the cost of each part e A complete description of all work performed e Separate parts and or labor totals NOTE Refer to Glass Replacement in Section 3 for unique claiming procedures Customer concerns must be verified by dealership service management prior to any repair work being initiated by an outside repair facility Warranty repairs sublet to an outside repair facility that is owned in part or entirely by the dealer e g offsite body shop may not be claimed as a sublet repair A copy of the sublet invoice must be attached to the accounting copy of the dealer warranty claim When there is a comparable Ford Service Labor Time Standards Manual operation either the standard operation or the actual OSL amount may be claimed If the actual OSL charge is claimed the OSL amount CANNOT exceed the standard operation amount at the dealer s approved warranty labor rate Actual time must be listed separately and payment is based on actual cost if the cost is reasonable Sublet repairs must use new Ford parts or remanufactured parts authorized by Ford If the part is out of stock nationally or when the part used by the sublet facility is not offered by the Company payment for the outside part is based on actual cost not to exceed the Dealer Price of the comparable Ford or Ford authorized part plus the applicable parts allowance if the actual cost is reasonable 1 28 Ford Motor Company Ford M
507. vehicles require inspections beginning at 85 000 miles 3 136 Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Super Seal Vehicle Repair Procedure Ford and Lincoln Mercury Products Follow this procedure for an inside to outside corrosion perforation repair on a Super Seal vehicle beyond the corrosion perforation coverage included as part of the new vehicle warranty e Verify vehicle eligibility by calling Super Seal Headquarters at 1 800 537 1910 in Michigan 1 800 852 4434 to check these items Vehicle program registration Original or transferred ownership Required inspections performed Time in Service greater than corrosion perforation warranty coverage and for commercial vehicles less than 5 years Perforated components are covered see provisions of contract Inside to outside perforation Repair cost is not beyond N A D A trade in value of vehicle If the vehicle is eligible a unique authorization number is issued for that vehicle s repair e Perform the repair or request a cash settlement if the repair cost exceeds the wholesale value of the vehicle Covered repair will be approved up to the average trade in value of the vehicle as published in the most recent edition of the N A D A Used Car Guide Detailed requests for cash settlements must be submitted by the Regional Office to the Super Seal Administrator P O Box 6045 Dearborn MI 48121 if t
508. verage 3 Roadside Assistance is separate from the New Vehicle Limited Warranty but the program s time period runs concurrently with the Bumper to Bumper Warranty Coverage 4 Passenger cars and light duty trucks are eligible for 8 80 coverage Vehicles with a GVWR over 8 500 Ibs are not eligible for 8 80 coverage Covers catalytic converters including heat shields compuvalve electronic emissions control unit PCM onboard emissions diagnostic device and vehicle communication link VCL module 5 The Federal Emission coverage is limited to vehicles not eligible for the California Emissions Warranty 6 Shock absorbers clutch disc if equipped engine belts and hoses brake pads and linings wiper blades and spark plugs will be covered for 3 years or 36 000 miles for replacements necessary due to wear NOTE For Ford and Mercury cars and light trucks alternate transportation in the form of shuttle service or service rentals may be available under the Transportation Assistance Program Consult with dealership service management for details As part of the Lincoln Commitment Program Lincoln vehicle owners will be provided with transportation assistance for warranty repairs in the form of shuttle service loaner vehicle or up to 35 per day rental assistance October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 11 SMONGL LHOIT 8 SUVIO CARS amp LIGHT TRUCKS Zs WARRANTY amp POLICY MANUAL mee ALL 20
509. vered under e Powertrain Coverage 7 3 D I Turbo Diesel 5 years 100 000 Miles e 1992 and later models Federal Emissions defect warranty 7 3 L Diesel Turbocharger Core Return Process Turbocharger cores used in Ford paid repairs with the following part numbers must be returned per Direct Ship to Franklin Power Products F81Z 6K682 AARM F8UZ 6K682 AARM F81Z 6K682 BARM XC2Z 6K682 AARM F81Z 6K682 CARM Franklin Power Products 400 Forsythe Franklin IN 46131 All other turbocharger cores will be handled by Ford Powertrain Distributors TWIN I BEAM Covers only replacement of defective Twin l Beams See SUSPENSION Unauthorized or Unacceptable Repair Techniques UNAUTHORIZED OR The following are not reimbursable UNACCEPTABLE e Repair techniques that alter a vehicle s specifications beyond the REPAIR TECHNIQUES limits outlined in the Shop Manual or other Company publications Techniques such as knurling pistons or valve guides re arching springs and adding leaves bending Twin I Beams and sleeving gasoline engine cylinder blocks Resurfacing cylinder head and cylinder block on 2 3L 6 0L 6 9L and 7 3L diesel engines Resurfacing head gasket surfaces on any engine with an aluminum head and block October 2003 Ford Motor Company Ford Motor Vehicle Assurance Company 3 49 SYONYL LHDIT 8 SYVI CARS amp LIGHT TRUCKS Zam WARRANTY amp POLICY MANUAL meee Coverage Cars and Light Trucks CATEGORY COVE
510. will be followed by a code For example All Warranty Coverage Canceled Title Branded Code T1 Following are the explanations of the codes Cancellation Code T1 T2 T3 T4 T5 T6 T8 3 128 Reason for Warranty Cancellation All warranty coverage canceled per R L Polk records vehicle was title branded by a state as dismantled fire flood junk rebuilt reconstructed or salvage All warranty coverage canceled vehicle has sustained extensive flood damage per insurance carrier report All warranties exceeded except PZEV vehicles Per The Polk Company records vehicle was title branded by a state as exceeds mechanical limits over 100 000 miles All warranty coverage canceled per The Polk Company records vehicle was title branded by a state as odometer not actual mileage Vehicle not eligible for entire warranty check with warranty hotline Canada All warranty coverage canceled except emissions American Road Insurance Loss All warranty coverage canceled Budget Hertz RAC Salvage Ford Motor Company Ford Motor Vehicle Assurance Company October 2003 Zam WARRANTY amp POLICY MANUAL meee Title Corrections Reinstating Warranty Coverage e Titles are branded by the State Department of Motor Vehicles and reported to Ford by The Polk Company e Title corrections must be made through the state The corrected title should then be forwarded to Ford using the Vehicle Warr
511. y are inspected Inspect for accessories prior to washing Inspection Process at Time of Carrier Drop Off e Begin inspection before vehicles are unloaded Check that vehicles are securely positioned on the carrier Inspect the undercarriage of upper level vehicles e After unloading walk around the vehicle beginning with the first item on the bill of lading left quarter panel or left fender and inspect the exterior including visible undercarriage areas IMPORTANT Neither dealership nor carrier personnel should attempt to identify the source of damage to a vehicle by using statements such as factory damage carrier damage not carrier liability etc All personnel should however try to distinguish between damage to be reimbursed by the carrier and a factory defect to be reimbursed by Ford Add any comments which clarify and support descriptions of damage to the bill of lading delivery receipt Factory defects must not be noted on the bill of lading delivery receipt e Verify that equipment and accessories listed on the Loose Item Checklist are included on the vehicle The carrier is responsible only for those items listed An example of the Loose Item Checklist is shown later in this section e Inspect trunk or cargo areas for all parts and or options stored or transported in this area e Inspect the interior including trim panels headliner carpets and upholstery Do not note minor paint chips e g less tha
512. y specialty repair category Exceptions are Diesel Specialties Engine Performance 51 and Engine Repair 52 where shop competency does not apply to Diesel The technician training edits were activated in four stages Edit Timetable Specialty Repair Category Date Activated Electrical 34 July 1998 Engine Performance 31 July 1998 Gasoline Engines Brakes 38 July 1999 Climate Control 35 July 1999 Steering Suspension 33 April 2000 Automatic Transmission 37 April 2000 Engine Repair 32 December 2000 Manual Transmission 36 December 2000 Diesel Engine Performance 51 January 2003 Diesel Engine Repair 52 January 2003 Claims Subject to the Edits The edits will apply to all U S Ford and Lincoln Mercury dealers who perform warranty repairs After Warranty Assistance or Service Part Warranty repairs on any Ford Lincoln or Mercury car or light truck The edits will not apply at this time to Repairs to 600 amp Higher Series Trucks Extended Service Plan ESP Repairs Recalls Customer Satisfaction Programs Loss amp Damage Claims Misbuilt Vehicle Claims or Sublet Repairs Marketing Communications Center For questions about training requirements about enrolling a technician in a training course or for assistance with STARS or password resets contact the Marketing Communications Center at 1 800 548 3212 Warranty Counseling Process Claims that successfully pass the Technician Training Edit in the ACES II sy

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