2002 Ford Expedition Owners Manual

a motorhome. Follow these guidelines if you have the need for recreational towing your vehicle with all four wheels on the ground. These guidelines are designed to ensure that your transmission is not damaged. 2WD vehicles (with automatic transmissions) • Place the transmission in N (Neutral) • Maximum speed is 56 km (35 mph) • Maximum distance is 80 km (50 miles) If a distance of 80 km (50 miles) or a speed of 56 km (35 mph) must be exceeded, the drive shaft will have to be removed before the vehicle is towed. Ford recommends the driveshaft be removed/installed only by a qualified technician. See your local dealer for driveshaft removal/installation. Improper removal/installation of the driveshaft can cause transmission fluid loss, damage to the driveshaft and internal transmission components. 4WD vehicles electronic shift transfer case (with automatic transmissions) 4x4 vehicles with electronic shift on the fly cannot be towed with any wheels on the ground.

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GETTING ROADSIDE ASSISTANCE To fully assist if you should have a vehicle concern, Ford Motor Company offers a complimentary roadside assistance program. This program is separate from the New Vehicle Limited Warranty. The service is available: • 24–hours, seven days a week • for the Basic warranty period (Canada) or New Vehicle Limited

Warranty period (U.S.) of three years or 60 000 km (36 000 miles), whichever comes first on Ford and Mercury vehicles, and four years or 80 000 km (50 000 miles) on Lincoln vehicles

Roadside assistance will cover: • changing a flat tire • jump-starts • lock-out assistance • limited fuel delivery* • towing of your disabled vehicle to the nearest Ford Motor Company dealership, or your selling dealer if within 25 kms (15.5 miles) of the nearest Ford Motor Company dealership (one tow per disablement). Even non-warranty related tows, like accidents or getting stuck in the mud or snow, are covered (some exclusions apply, such as impound towing or repossession).

* Canadian customers refer to your Roadside Assistance supplement for exact fuel amounts.

USING ROADSIDE ASSISTANCE Complete the roadside assistance identification card and place it in your wallet for quick reference. In the United States, this card is found in the Owner Guide portfolio in the glove compartment in Ford vehicles and is mailed to you if you own a Mercury or Lincoln. In Canada, the card is found in the Roadside Assistance book in the glove compartment. U.S. Ford or Mercury vehicle customers who require roadside assistance, call 1–800–241–3673; Lincoln vehicle customers call 1–800–521–4140. Canadian customers who require roadside assistance, call 1–800–665–2006. If you need to arrange roadside assistance for yourself, Ford Motor Company will reimburse a reasonable amount. To obtain reimbursement information, U.S. Ford or Mercury vehicles customers call 1-800-241-3673; Lincoln vehicle customers call 1–800–521–4140.

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Canadian customers who need to obtain reimbursement information, call 1–800–665–2006.

ROADSIDE COVERAGE BEYOND BASIC WARRANTY In the United States, you may purchase additional roadside assistance coverage beyond this period through the Ford Auto Club by contacting your Ford or Lincoln Mercury dealer. Similarly in Canada, for uninterrupted Roadside Assistance coverage, you may purchase extended coverage prior to your Basic Warranty’s Roadside Assistance expiring. For more information and enrollment, contact 1–877–294–2582 or visit our website at www.ford.ca.

HAZARD FLASHER Use only in an emergency to warn traffic of vehicle breakdown, approaching danger, etc. The hazard flashers can be operated when the ignition is off. • The hazard lights control is

located on top of the steering column.

• Depress hazard lights control to

activate all hazard flashers simultaneously.

• Depress control again to turn the

flashers off.

FUEL PUMP SHUT-OFF SWITCH FUEL RESET The fuel pump shut-off switch is a device intended to stop the electric fuel pump when your vehicle has been involved in a substantial jolt. After a collision, if the engine cranks but does not start, the fuel pump shut-off switch may have been activated.

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Roadside emergencies

The fuel pump shut-off switch is located in the passenger’s foot well, by the kick panel.

Use the following procedure to reset the fuel pump shut-off switch. 1. Turn the ignition to the OFF position. 2. Check the fuel system for leaks. 3. If no fuel leak is apparent, reset the fuel pump shut-off switch by pushing in on the reset button. 4. Turn the ignition to the ON position. Pause for a few seconds and return the key to the OFF position. 5. Make a further check for leaks in the fuel system.

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FUSES AND RELAYS

Fuses If electrical components in the vehicle are not working, a fuse may have blown. Blown fuses are identified by a broken wire within the fuse. Check the appropriate fuses before replacing any electrical components. Note: Always replace a fuse with one that has the specified amperage rating. Using a fuse with a higher amperage rating can cause severe wire damage and could start a fire. Standardfuseamperageratingandcolor

15

Fuse rating

2A 3A 4A 5A 7.5A 10A 15A 20A 25A 30A 40A 50A 60A 70A 80A

Mini fuses

Grey Violet Pink Tan

Brown

Red Blue Yellow Natural Green

— — — — —

COLOR

Standard

fuses

Grey Violet Pink Tan

Brown

Red Blue Yellow Natural Green

— — — — —

Maxi fuses

— — — — — — —

Yellow

—

Green Orange

Red Blue Tan

Natural

Cartridge

maxi fuses

— — — — — — — Blue — Pink Green Red — — —

Fuse link cartridge

— — — — — — — Blue — Pink Green Red Yellow Brown Black

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Passenger compartment fuse panel The fuse panel is located below and to the left of the steering wheel by the brake pedal. Remove the panel cover to access the fuses. To remove a fuse use the fuse puller tool provided on the fuse panel cover.

The fuses are coded as follows.

Fuse/Relay Location

Fuse Amp

Rating

Passenger Compartment Fuse Panel Description

25A 5A

20A 7.5A

Audio Overhead Trip Computer, Electronic Automatic Temperature Control (EATC), Powertrain Control Module (PCM), Cluster Cigar Lighter, OBD-II Scan Tool Connector Remote Entry Module, Mirrors, Memory Functions (Seats and Pedals)

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Fuse/Relay Location

Fuse Amp

Rating

Passenger Compartment Fuse Panel Description

10
11

12
13

14

15

16

17

18

19

15A

5A

5A 5A — — 30A

15A 20A

15A

5A

20A

10A

5A

—

Speed Control Module, Reverse Lamp, EVO Module, Climate Mode Switch (Front Blower Relay), Daytime Running Lamp Relay, Reverse Sensing System, Autolock, E/C Mirror Cluster, Overhead Trip Computer, Compass, Brake Shift Interlock Solenoid, Air Suspension Module, GEM Module, EVO Steering Sensor, Heated Mirror, Rear Defroster, Reverse Sensing System Aux A/C Blower Relay (via fuse 22) Radio, Remote Entry Module, GEM Module Not Used Not Used Front Washer Pump Relay, Wiper Run/Park Relay, Wiper Hi/LO Relay, Windshield Wiper Motor, Rear Washer Pump Relay Air Suspension Switch Stop Lamp Switch (Lamps), Turn/Hazard Flasher, Speed Control Module Rear Wipers, Running Board Lamps, Battery Saver Relay, Interior Lamp Relay, Accessory Delay Relay (Power Windows, Moonroof, Flip Windows) Stop Lamp Switch, (Speed Control, Brake Shift Interlock, ABS, PCM Module Inputs, Air Suspension Module, Autolock), GEM Module Headlamps (Hi Beams), Cluster (Hi Beam Indicator) Heated Mirrors, Heated Grid Switch Indicator Instrument Illumination (Dimmer Switch Power) Not Used

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Fuse/Relay Location

Fuse Amp

Rating

Passenger Compartment Fuse Panel Description

5A

15A

10A

10A

10A

— 10A 5A 10A 5A

30A

10A

— — — — —

Audio, Air Suspension Module, GEM Module, Memory Module Starter Relay, Fuse 20, Transmission Range Switch Air Bag Module, Intelligent Passenger Airbag Deactivation Module Aux A/C, Heated Seats, Trailer Tow Battery Charge, Turn/Hazard Flasher, 4x4 Clutch Relay, Overhead Console, E/C Mirror, 4
Wheel Anti-Lock Brake System (4WABS) Module EATC Module, EATC Blower Relay, Climate Control Switch Assembly, Feeds Fuse 7
Not Used Right Side Low Beam Headlamp Foglamp Relay and Foglamp Indicator Left Side Low Beam Headlamp Autolamp Module, Transmission Overdrive Control Switch Passive Anti Theft Transceiver, Cluster, Ignition Coils, Powertrain Control Module Relay Rear Integrated Control Panel (Audio), CD Player Interior Lamp Relay Battery Saver Relay Rear Window Defroster Relay One Touch Down Window Relay ACC Delay Relay

20

21

22

23

24

25
26
27
28
29

30

31

Relay 1
Relay 2
Relay 3
Relay 4
Relay 5

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Power distribution box The power distribution box is located in the engine compartment. The power distribution box contains high-current fuses that protect your vehicle’s main electrical systems from overloads.

Always disconnect the battery before servicing high current fuses.

To reduce risk of electrical shock, always replace the cover to the Power Distribution Box before reconnecting the battery or

refilling fluid reservoirs.

If the battery has been disconnected and reconnected, refer to the Battery section of the Maintenance and specifications chapter.

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The high-current fuses are coded as follows.

Fuse Amp

Rating 20A * 30A* 30A* 20A* 20A* 15A*

20A* 30A* 15A* 20A* 20A* 10A* 15A*

—

10A*

—

10A* 15A*

10A* 10A*

— —

15A*

—

30A** 50A** 50A**

Power Distribution Box Description

Power Point Powertrain Control Module Headlamps/Autolamps Console Powerpoint Trailer Tow Backup/Park Lamps Parklamps/Autolamps, Feeds Passenger Compartment Fuse 18
Horn Power Door Locks Daytime Running Lamps (DRL), Fog Lamps Fuel Pump Alternator Field Rear Wipers A/C Clutch Not Used Running Board Lamps Not Used Flip Windows Powertrain Control Module, Fuel Injectors, Fuel Pump, Mass Air Flow Sensor Trailer Tow Stop and Right Turn Lamp Trailer Tow Stop and Left Turn Lamp Not Used Not Used HEGO Sensors, Canister Vent, Automatic Transmission, CMS Sensor Not Used Trailer Tow Battery Charge Four Wheel Antilock Brake Module Junction Block Battery Feed

Fuse/Relay Location

10
11
12
13
14
15
16
17
18

19
20
21
22
23

24
101
102
103

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Fuse/Relay Location

104
105
106
107
108
109
110
111

112

113

114
115
116
117
118
201
202
203
204
205
206
207
208
209
301
302
303
304

Roadside emergencies

Power Distribution Box Description

4x4 Shift Motor & Clutch Climate Control Front Blower Not Used Not Used Trailer Tow Electric Brake Air Suspension Compressor Heated Seats Ignition Switch Battery Feed (Run/Start Circuit) Drivers Power Seat, Adjustable Pedals, Memory Module Ignition Switch Battery Feed (Run and Accessory Circuits) Climate Control Auxiliary Blower Not Used Rear Window Defroster, Heated Mirrors Not Used Not Used Trailer Tow Park Lamp Relay Front Wiper Run/Park Relay Trailer Tow Backup Lamp Relay A/C Clutch Relay Rear Wiper Down Foglamp Relay Front Washer Pump Relay Rear Washer Pump Relay Rear Wiper Up Fuel Pump Relay Trailer Tow Battery Charge Relay Wiper Hi/Lo Relay Powertrain Control Module Relay

Fuse Amp

Rating 30A** 40A**

— —

30A** 50A** 30A** 40A**

30A**

40A**

30A**

—

40A**

— — — — — — — — — — — — — — —

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Fuse/Relay Location

Fuse Amp

Rating

Power Distribution Box Description

401
501
502
503
601

602

— — — — 30A

—

Not Used Powertrain Control Module Diode A/C Clutch Diode Not Used Delayed Accessory (Power Windows, Flip Windows, Moonroof) Not Used

*Mini fuses **Maxi fuses

Relays Relays are located in the power distribution box and should be replaced by qualified technicians.

CHANGING THE TIRES If you get a flat tire while driving, do not apply the brake heavily. Instead, gradually decrease your speed. Hold the steering wheel firmly and slowly move to a safe place on the side of the road.

Spare tire information Your vehicle is equipped with a spare tire that may be used as a spare or a regular tire. The spare is identical to the other tires on your vehicle, although the wheel trim may not match. Locationofthesparetireandtools The spare tire and tools for your vehicle are stowed in the following locations:

Item

Spare tire

Jack, wheel nut

wrench, instructions

Jack handle

Location

Under the vehicle, just forward of the rear bumper Behind the access panel located on the right rear quarter panel interior trim On top of the radiator support at the front of the engine compartment

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Removingthejackhandle 1. Open the hood. 2. Unsnap the end of the handle that is retained by the clip on the top of the windshield washer bottle. 3. Unsnap the shaft of the handle from the two retaining clips attached to the top of the radiator shroud. Removingthejackandtools 1. Locate the access panel on the right rear quarter panel interior trim. Lift the two panel retaining clips and remove the panel. 2. Unsnap the wheel lug nut wrench and instructions from their retaining bracket. 3. Remove the jack by turning the thumbwheel counterclockwise to relieve tension against the stowage bracket. 4. If equipped with a two piece lug wrench, assemble the lug wrench as shown in the illustration. • To assemble, screw the parts

together. To disassemble, unscrew.

Removingthesparetire 1. Open the liftgate. 2. Twist counterclockwise and remove access plug (if equipped) from guide tube located just above the rear bumper. 3. Insert the straight end of the jack handle into the guide tube. Forward motion will stop and resistance to turning will be felt when properly engaged. 4. Turn the handle counterclockwise until tire is lowered to the ground and the cable is slightly slack. 5. Remove the retainer from the spare tire.

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Roadside emergencies

Stowingthesparetire 1. Lay the tire on the ground with the outboard side facing up. 2. Install the retainer through the wheel center and slide the wheel under the vehicle. 3. Turn the spare handle clockwise until the tire is raised to its original position underneath the vehicle. The spare handle ratchets when the tire is raised to the stowed position. It will not allow you to overtighten. 4. Remove tools from the guide tube and install access plug, if removed.

Tire change procedure

To prevent the vehicle from moving when you change a tire, be sure the parking brake is set, then block (in both directions) the wheel that is diagonally opposite (other side and end of the vehicle) to the tire being changed.

If the vehicle slips off the jack, you or someone else could be seriously injured.

On vehicles equipped with Air Suspension, turn OFF the Air Suspension switch prior to jacking, hoisting or towing your

vehicle.

Refer to the instruction sheet (located behind the interior trim access panel with the jack) for detailed tire change instructions.

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Roadside emergencies

1. Park on a level surface, activate hazard flashers and set the parking brake. 2. Place gearshift lever in P (Park) and turn engine OFF.

3. Block the diagonally opposite wheel. 4. Obtain the spare tire and jack from their storage locations. 5. Use the tip of the lug wrench to remove any wheel trim. 6. Loosen each wheel lug nut one-half turn counterclockwise but do not remove them until the wheel is raised off the ground.

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Roadside emergencies

7. Turn OFF the air suspension switch (if equipped). 8. Position the jack according to the following guides and turn the jack handle clockwise until the wheel is completely off the ground.

When one of the rear wheels is off the ground, the transmission alone will not prevent the vehicle from moving or slipping off the jack, even if the transmission is in P (Park). To prevent the vehicle from moving when you change the tire, be sure that the parking brake is set and the diagonally opposite wheel is blocked. If the vehicle slips off the jack, someone could be seriously injured. • Front (4x2)

OFF

AIR SUSPENSION

SWITCH

INTERRUPTEUR DE LA SUSPENSION PNEUMATIQUE

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Roadside emergencies

• Front (4x4)

• Rear

To lessen the risk of personal injury, do not put any part of your body under the vehicle while changing a tire. Do not start the engine when your vehicle is on the jack. The jack is only meant for changing the tire. • Never use the front or rear

differential as a jacking point.

9. Remove the lug nuts with the lug wrench. 10. Replace the flat tire with the spare tire, making sure the valve stem is facing outward. Reinstall the lug nuts until the wheel is snug against the hub. Do not fully tighten the lug nuts until the wheel has been lowered. 11. Lower the wheel by turning the jack handle counterclockwise.

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Roadside emergencies

12. Remove the jack and fully tighten the lug nuts in the order shown. 13. Put flat tire, jack and lug wrench away. Make sure the jack is fastened so it does not rattle when you drive. 14. Unblock the wheels. 15. Turn on the air suspension switch (if equipped).

JUMP STARTING YOUR VEHICLE

The gases around the battery can explode if exposed to flames, sparks, or lit cigarettes. An explosion could result in injury or

vehicle damage.

Batteries contain sulfuric acid which can burn skin, eyes, and clothing, if contacted.

Do not attempt to push-start your vehicle. Automatic transmissions do not have push-start capability; also, the catalytic conveter may become damaged.

Preparing your vehicle When the battery is disconnected or a new battery is installed, the transmission must relearn its adaptive strategy. As a result of this, the transmission may shift firmly. This operation is considered normal and will not affect function or durability of the transmission. Over time, the adaptive learning process will fully update transmission operation to its optimum shift feel. 1. Use only a 12–volt supply to start your vehicle. 2. Do not disconnect the battery of the disabled vehicle as this could damage the vehicle’s electrical system. 3. Park the booster vehicle close to the hood of the disabled vehicle making sure the two vehicles do not touch. Set the parking brake on both vehicles and stay clear of the engine cooling fan and other moving parts.

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4. Check all battery terminals and remove any excessive corrosion before you attach the battery cables. Ensure that vent caps are tight and level. 5. Turn the heater fan on in both vehicles to protect any electrical surges. Turn all other accessories off.

Connecting the jumper cables

+–

+–

1. Connect the positive (+) booster cable to the positive (+) terminal of the discharged battery. Note: In the illustrations, lightning bolts are used to designate the assisting (boosting) battery.

+–

+–

2. Connect the other end of the positive (+) cable to the positive (+) terminal of the assisting battery.

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Roadside emergencies

+–

+–

3. Connect the negative (-) cable to the negative (-) terminal of the assisting battery.

+–

+–

4. Make the final connection of the negative (-) cable to an exposed metal part of the stalled vehicle’s engine, away from the battery and the carburetor/fuel injection system. Do not use fuel lines, engine rocker covers or the intake manifold as grounding points.

Do not connect the end of the second cable to the negative (-) terminal of the battery to be jumped. A spark may cause an

explosion of the gases that surround the battery.

5. Ensure that the cables are clear of fan blades, belts, moving parts of both engines, or any fuel delivery system parts.

Jump starting 1. Start the engine of the booster vehicle and run the engine at moderately increased speed. 2. Start the engine of the disabled vehicle.

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Roadside emergencies

3. Once the disabled vehicle has been started, run both engines for an additional three minutes before disconnecting the jumper cables.

Removing the jumper cables

+–

+–

Remove the jumper cables in the reverse order that they were connected. 1. Remove the jumper cable from the ground metal surface. Note: In the illustrations, lightning bolts are used to designate the assisting (boosting) battery.

+–

+–

2. Remove the jumper cable on the negative (-) connection of the booster vehicle’s battery.

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Roadside emergencies

+–

+–

3. Remove the jumper cable from the positive (+) terminal of the booster vehicle’s battery.

+–

+–

4. Remove the jumper cable from the positive (+) terminal of the disabled vehicle’s battery. After the disabled vehicle has been started and the jumper cables removed, allow it to idle for several minutes so the engine computer can relearn its idle conditions.

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WRECKER TOWING

Roadside emergencies

If you need to have your vehicle towed, contact a professional towing service or, if you are a member, your roadside assistance center. It is recommended that your vehicle be towed with a wheel lift or flatbed equipment. Do not tow with a slingbelt. Ford Motor Company has not approved a slingbelt towing procedure. If equipped with air suspension, the air suspension control must be turned to the OFF position. On 4x2 vehicles, it is acceptable to tow the vehicle with the front wheels on the ground (without dollies) and the rear wheels off the ground. On 4x4 vehicles, it is recommended that your vehicle be towed with a wheel lift and dollies or flatbed equipment with all the wheels off the ground. If the vehicle is towed by other means or incorrectly, vehicle damage may occur. Ford Motor Company provides a towing manual for all authorized tow truck operators. Have your tow truck operator refer to this manual for proper hook-up and towing procedures for your vehicle.

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Customer assistance

GETTING THE SERVICES YOU NEED

At home Ford Motor Company and Ford of Canada have authorized dealerships to service your vehicle. It is preferred that you return to the Ford dealer where your vehicle was purchased when warranty repairs are needed. However, you may also take your vehicle to another Ford Motor Company or Ford of Canada dealership authorized for warranty repairs. Certain warranty repairs require special training though, so not all dealers are authorized to perform all warranty repairs. That means that depending on the warranty repair needed, the vehicle may need to be taken to another dealer. If a particular dealership can not assist you, then contact the Customer Relationship Center. If you have questions or concerns, or are unsatisfied with the service you are receiving, follow these steps: 1. Contact your Sales Representative or Service Advisor at your selling/servicing dealership. 2. If your inquiry or concern remains unresolved, contact the Sales Manager or Service Manager at the dealership. 3. If the inquiry or concern cannot be resolved at the dealership level, please contact the Ford Customer Relationship Center.

Away from home If you own a Ford or Mercury vehicle and are away from home when your vehicle needs service, or if you need more help than the dealership could provide, after following the steps described above, contact the Ford Customer Relationship Center to find an authorized dealership to help you. In the United States: Ford Motor Company Customer Relationship Center 16800 Executive Plaza Drive P.O. Box 6248
Dearborn, Michigan 48121
1-800-392-3673 (FORD) (TDD for the hearing impaired: 1-800-232-5952)

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Customer assistance

In Canada: Customer Relationship Centre Ford Motor Company of Canada, Limited P.O. Box 2000
Oakville, Ontario L6J 5E4
1-800-565-3673 (FORD) If you own a Lincoln vehicle and are away from home when your vehicle needs service, or if you need more help than the dealership could provide, after following the steps described above, contact the Ford Customer Relationship Center to find an authorized dealership to help you. In the United States: Ford Motor Company Customer Relationship Center 16800 Executive Plaza Drive P.O. Box 6248
Dearborn, Michigan 48121
1-800-521-4140
(TDD for the hearing impaired: 1-800-232-5952) In Canada: Customer Relationship Centre Ford Motor Company of Canada, Limited P.O. Box 2000
Oakville, Ontario L6J 5E4
1-800-565-3673 (FORD) In order to help you service your Ford or Lincoln Mercury vehicle, please have the following information available when contacting a Customer Relationship Center: • Your telephone number (home and business). • The name of the dealer and the city where the dealership is located. • The year and make of your vehicle. • The date of vehicle purchase. • The current odometer reading. • The vehicle identification number (VIN). If you still have a complaint involving a warranty dispute, you may wish to contact the Dispute Settlement Board (U.S.).

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Customer assistance

In some states (in the U.S.) you must directly notify Ford in writing before pursuing remedies under your state’s warranty laws. Ford is also allowed a final repair attempt in some states. In the United States, a warranty dispute must be submitted to the Dispute Settlement Board before taking action under the Magnuson-Moss Warranty Act, or to the extent allowed by state law, before pursuing replacement or repurchase remedies provided by certain state laws. This dispute handling procedure is not required prior to enforcing state created rights or other rights which are independent of the Magnuson-Moss Warranty Act or state replacement or repurchase laws.

FORD EXTENDED SERVICE PLAN You can get more protection for your new car or light truck by purchasing Ford Extended Service Plan (Ford ESP) coverage. Ford ESP is an optional service contract which is backed by Ford Motor Company or Ford Motor Service Company (in the U.S.) and Ford of Canada (in Canada). It provides the following: • Benefits during the warranty period depending on the plan you

purchase (such as: reimbursement for rentals; coverage for certain maintenance and wear items).

• Protection against covered repair costs after your Bumper-to-Bumper

Warranty expires.

You may purchase Ford ESP from any participating Ford and Lincoln Mercury and Ford of Canada dealer. There are several plans available in various time, distance and deductible combinations which can be tailored to fit your own driving needs. Ford ESP also offers reimbursement benefits for towing and rental coverage. When you buy Ford ESP, you receive Peace-of-Mind protection throughout the United States and Canada, provided by a network of more than 5,000 participating Ford or Lincoln Mercury and Ford of Canada dealers. If you did not take advantage of the Ford Extended Service Plan at the time of purchasing your vehicle, you may still be eligible. Please contact your dealer for further information. Since this information is subject to change, please ask your dealer for complete details about Ford Extended Service Plan coverage options, or visit the Ford ESP website at www.ford-esp.com.

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Customer assistance

THE DISPUTE SETTLEMENT BOARD (U.S. ONLY) The Dispute Settlement Board is: • an independent, third-party arbitration program for warranty disputes • available free to owners and lessees of qualifying Ford Motor Company

vehicles

The Dispute Settlement Board may not be available in all states. Ford Motor Company reserves the right to change eligibility limitations, modify procedures and/or to discontinue this service without notice and without incurring obligations per applicable state law.

What kinds of cases does the Board review? Unresolved warranty repair concerns or vehicle performance concerns as on Ford and Lincoln Mercury cars and Ford and Lincoln Mercury light trucks which are within the terms of any applicable written new vehicle warranty are eligible for review, except those involving: • a non-Ford product • a non-Ford dealership • sales disputes between customer and dealer except those associated with warranty repairs or concerns with the vehicle’s performance as designed

maintenance and wear items)

service or product concern is being reviewed

• a request for reimbursement of consequential expenses unless a • items not covered by the New Vehicle Limited Warranty (including • alleged personal injury/property damage claims • cases currently in litigation • vehicles not used primarily for family, personal or household purposes (except in states where the Dispute Settlement Board is required to review commercial vehicles)

• vehicles with non-U.S. warranties Concerns are ineligible for review if the New Vehicle Limited Warranty has expired at receipt of your application and, in certain states eligibility is dependent upon the customer’s possession of the vehicle. Eligibility may differ according to state law. For example, see the unique brochures for California, West Virginia, Georgia and Wisconsin purchasers/lessees.

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Customer assistance

Board membership The Board consists of: • three consumer representatives • a Ford or Lincoln Mercury dealership representative Consumer candidates for Board membership are recruited and trained by an independent consulting firm. The dealership Board member is chosen from Ford and Lincoln Mercury dealership management, recognized for their business leadership qualities. WhattheBoardneeds To have your case reviewed you must complete the application in the DSB brochure and mail it to the address provided on the application form. Some states will require you to use certified mail, with return receipt requested. Your application is reviewed and, if it is determined to be eligible, you will receive an acknowledgment indicating: • The file number assigned to your application. • The toll-free phone number of the DSB’s independent administrator. Your dealership and a Ford Motor Company representative will then be asked to submit statements. To properly review your case, the Board needs the following information: • Legible copies of all documents and maintenance or repair orders • The year, make, model, and Vehicle Identification Number (VIN) listed • The date of repair(s) and mileage at the time of occurrence(s). • The current mileage. • The name of the dealer(s) who sold or serviced the vehicle. • A brief description of your unresolved concern. • A brief summary of the action taken by the dealer(s) and Ford Motor • The names (if known) of all the people you contacted at the • A description of the action you expect to resolve your concern.

on your vehicle ownership license.

relevant to the case.

dealership(s).

Company.

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Customer assistance

You will receive a letter of explanation if your application does not qualify for Board review. Oralpresentations If you would like to make an oral presentation, indicate YES to question 6 on the application. While it is your right to make an oral presentation before the Board, this is not a requirement and the Board will decide the case whether or not an oral presentation is made. An oral presentation may be requested by the Board as well. Makingadecision Board members review all available information related to each complaint, including oral presentations, and arrive at a fair and impartial decision. Board review may be terminated at any time by either party. Every effort is made to decide the case within 40 days of the date that all requested information is received by the Board. Since the Board generally meets once a month, it may take longer for the Board to consider some cases. After a case is reviewed, the Board mails you a decision letter and a form on which to accept or reject the Board’s decision. The decisions of the Board are binding on Ford (and, in some cases, on the dealer) but not on consumers who are free to pursue other remedies available to them under state or federal law.

To Request a DSB Brochure/Application For a brochure/application, speak to your dealer or write/call to the Board at the following address/phone number: Dispute Settlement Board P.O. Box 5120
Southfield, MI 48086–5120
1–800–428–3718
You may also contact the North American Customer Relationship Center at 1-800-392-3673 (Ford), TDD for the hearing impaired: 1-800-232-5952
or by writing to the Center at the following address: Ford Motor Company Customer Relationship Center 16800 Executive Plaza Drive P.O. Box 6248
Dearborn, Michigan 48121

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UTILIZING THE MEDIATION/ARBITRATION PROGRAM (CANADA ONLY) In those cases where you continue to feel that the efforts by Ford and the dealer to resolve a factory-related vehicle service concern have been unsatisfactory, Ford of Canada participates in an impartial third party mediation/arbitration program administered by the Canadian Motor Vehicle Arbitration Plan (CAMVAP). The CAMVAP program is a straight-forward and relatively speedy alternative to resolve a disagreement when all other efforts to produce a settlement have failed. This procedure is without cost to you and is designed to eliminate the need for lengthy and expensive legal proceedings. In the CAMVAP program, impartial third-party arbitrators conduct hearings at mutually convenient times and places in an informal environment. These impartial arbitrators review the positions of the parties, make decisions and, when appropriate, render awards to resolve disputes. CAMVAP decisions are fast, fair, and final; the arbitrator’s award is binding both to you and Ford of Canada. CAMVAP services are available in all territories and provinces. For more information, without charge or obligation, call your CAMVAP Provincial Administrator directly at 1-800-207-0685.

GETTING ASSISTANCE OUTSIDE THE U.S. AND CANADA Before exporting your vehicle to a foreign country, contact the appropriate foreign embassy or consulate. These officials can inform you of local vehicle registration regulations and where to find unleaded fuel. If you cannot find unleaded fuel or can only get fuel with an anti-knock index lower than is recommended for your vehicle, contact a district or owner relations/customer relationship office. The use of leaded fuel in your vehicle without proper conversion may damage the effectiveness of your emission control system and may cause engine knocking or serious engine damage. Ford Motor Company/Ford of Canada is not responsible for any damage caused by use of improper fuel. In the United States, using leaded fuel may also result in difficulty importing your vehicle back into the U.S. If your vehicle must be serviced while you are traveling or living in Central or South America, the Caribbean, or the Middle East, contact the nearest Ford dealership. If the dealership cannot help you, write or call:

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FORD MOTOR COMPANY WORLDWIDE DIRECT MARKET OPERATIONS 1555 Fairlane Drive Fairlane Business Park #3
Allen Park, Michigan 48101
U.S.A. Telephone: (313) 594-4857
FAX: (313) 390-0804
If you are in another foreign country, contact the nearest Ford dealership. If the dealership employees cannot help you, they can direct you to the nearest Ford affiliate office. If you buy your vehicle in North America and then relocate outside of the U.S. or Canada, register your vehicle identification number (VIN) and new address with Ford Motor Company Worldwide Direct Market Operations.

ORDERING ADDITIONAL OWNER’S LITERATURE To order the publications in this portfolio, contact Helm, Incorporated at: HELM, INCORPORATED P.O. Box 07150
Detroit, Michigan 48207
Or call: For a free publication catalog, order toll free: 1-800-782-4356
Monday-Friday 8:00 a.m. - 6:00 p.m. EST (Items in this catalog may be purchased by credit card holders only.)

Obtaining a French owner’s guide French Owner’s Guides can be obtained from your dealer or by writing to Ford Motor Company of Canada, Limited, Service Publications, P.O. Box 1580, Station B, Mississauga, Ontario L4Y 4G3.

IN CALIFORNIA (U.S. ONLY) California Civil Code Section 1793.2(d) requires that, if a manufacturer or its representative is unable to repair a motor vehicle to conform to the vehicle’s applicable express warranty after a reasonable number of attempts, the manufacturer shall be required to either replace the vehicle with one substantially identical or repurchase the vehicle and reimburse the buyer in an amount equal to the actual price paid or

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payable by the consumer (less a reasonable allowance for consumer use). The consumer has the right to choose whether to receive a refund or replacement vehicle. California Civil Code Section 1793.22(b) presumes that the manufacturer has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within the first 18 months of ownership of a new vehicle or the first 29 000 km (18 000 miles), whichever occurs first: 1. Two or more repair attempts are made on the same nonconformity likely to cause death or serious bodily injury OR 2. Four or more repair attempts are made on the same nonconformity (a defect or condition that substantially impairs the use, value or safety of the vehicle) OR 3. The vehicle is out of service for repair of nonconformities for a total of more than 30 calendar days (not necessarily all at one time) In the case of 1 or 2 above, the consumer must also notify the manufacturer of the need for the repair of the nonconformity at the following address: 16800 Executive Plaza Drive Mail Drop 3NE-B Dearborn, MI 48126

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REPORTING SAFETY DEFECTS (U.S. ONLY) If you believe that your vehicle has a defect which could cause a crash, or could cause injury or death, you should immediately inform the National Highway Traffic Safety Administration (NHTSA) in addition to notifying Ford Motor Company. If NHTSA receives similar complaints, it may open an investigation, and if it finds that a safety defect exists in a group of vehicles, it may order a recall and remedy campaign. However, NHTSA cannot become involved in individual problems between you, your dealer or Ford Motor Company. To contact NHTSA, you may either call the Auto Safety Hotline toll-free at 1–800–424–9393 (202–366–0123 in the Washington D.C. area) or write to: NHTSA U.S. Department of Transportation 400 Seventh Street Washington, D.C. 20590
You can also obtain other information about motor vehicle safety from the Hotline.

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WASHING THE EXTERIOR OF YOUR VEHICLE Never wash a vehicle that is “hot to the touch” or during exposure to strong, direct sunlight. It is recommended that you wash your vehicle regularly with cool or lukewarm water and a neutral Ph shampoo, such as Detail Wash (ZC-3–A), which is available from your authorized Ford, Lincoln or Mercury dealer. Always use a clean sponge or carwash mitt with plenty of water for best results. Dry the vehicle with a chamois or soft terry cloth towel in order to eliminate water spotting. Never use strong household detergents or soap, such as dish washing or laundry liquid. These products can discolor and spot painted surfaces. It is especially important to wash the vehicle regularly during winter months, as dirt and road salt are difficult to remove and do cause damage to the vehicle. Items such as gasoline, diesel fuel, bird droppings and insect deposits should be washed and sponged off as soon as possible. Deposits not removed promptly can cause damage to the vehicle’s paintwork and trim over time. Remove any exterior accessories, such as antennas, before entering a car wash.

PROTECTING THE PAINT FINISH OF YOUR VEHICLE Applying a polymer paint sealant to your vehicle on a regular basis will assist in reducing minor scratches and paint damage. A typical paint sealant lasts approximately six months to a year, depending on local weather conditions and the cleaning soap that is used in washing the vehicle. Do not use a wax that beads excessively. Do not allow paint sealant to come in contact with any non-body (low-gloss black) colored trim, such as grained door handles, roof racks, bumpers, side moldings, mirror housings or the windshield cowl area. The paint sealant will “gray” or stain the parts over time.

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REPAIRING PAINT CHIPS Remove particles such as bird droppings, tree sap, insect deposits, tar spots, road salt and industrial fallout before repairing paint chips. Minor scratches or paint damage from road debris may be repaired using the Ultra Touch Prep and Finishing Kit (F7AZ-19K507–BA), which is available at your authorized Ford, Lincoln or Mercury dealer. This kit contains: • Lacquer Touch-Up Paint (ALBZ-19500–XXXXA) • Exterior Acrylic Spray Lacquer (ALAZ-19500–XXXXA) Please note that the part numbers (shown as XXXX above) will vary with your vehicle’s specific coloring. Carefully observe the application instructions on the products.

CLEANING THE WHEEL RIMS AND COVERS Aluminum wheel rims or covers are coated with a clearcoat paint finish. Some automatic car washes may cause damage to the finish on your wheel rims or covers. Chemical-strength cleaners, or cleaning chemicals, in combination with brush agitation to remove brake dust and dirt, could wear away the clearcoat finish over time. Do not use hydrofluoric acid-based or high caustic-based wheel cleaners, steel wool, fuels or strong household detergents for soiled wheel rims and covers. Never apply any cleaning chemical to hot or warm wheel rims or covers. Clean wheel rims and covers with Detail Wash (ZC-3–A), which is available from your authorized Ford, Lincoln or Mercury dealer. Spray cleaner on cool wheel rims or covers and allow to set for 2–5 minutes. Agitate the area with a sponge and rinse off with plenty of water. Use Extra Strength Tar and Road Oil Removal (B7A-19520–AA), available from your authorized Ford, Lincoln or Mercury dealer, in order to remove tar and grease from wheel rims and covers.

CLEANING THE ENGINE Engines are more efficient when they are clean because grease and dirt buildup keep the engine warmer than normal. When washing: • The engine must be cool to the touch before spraying with water.

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Cleaning • Never spray a hot engine with cold water, as damage to the • Use caution when using a self-serve power washer (1000psi maximum