Version 1.5 – Oct. 2010 Ford Motor Company Ford Motor Company WARRANTY AND POLICY MANUAL ORDERING INSTRUCTIONS The Warranty & Policy Manual is available to all dealers on-line through the “FMCDealer.com” website. If you would like to purchase a printed copy of the manual or other warranty publications, you can do so on-line through the dealer e-store on FMCDealer.com. ORDERING ON-LINE After logging into FMCDealer.com: • Click on Dealer eStore. • Under Department in the “Search by category” section, select “Service.” • Under Topic, select “Warranty and Policy.” • Click on “Search for Matching Items.” • Scroll through the selections until you reach the Warranty and Policy Manual. • Click on “View Next Items” as needed to continue scrolling on the next page. • Enter the quantity you would like to purchase in the “Enter Order Quantity Field.” • Click on “Add to Shopping Cart.” This will take you to the “Your Shopping Cart” screen. • Click on “Check Out.” • Verify your order and shipping method, then click on “Place Order.” • The appropriate amount will be charged to your Parts Account. Note: For assistance click “Help.” Ford Motor Company WARRANTY & 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. Fax this form to 313-845-4338 to: Dealer Name: Dealer P&A Code: Phone Number: Name: Section and Page # where change is requested: Description of Requested Changes ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ Ford Motor Company 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 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 coverage's. 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's warranty is a written statement of the Company's responsibility for the repair or replacement of defective parts. This warranty is a legal obligation that must be fulfilled. 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 & Policy Summary Guide. Ford Motor Company Dealership Responsibility Overview – Warranty Key Requirements In accordance with provisions of the Sales and Service Agreement and the Warranty & Policy Manual, dealers are required to provide warranty and policy service (e.g., warranty, ESP/ESC, Customer Satisfaction Programs, and Field Service Actions) for all vehicles they are franchised to sell. Listed below is a summary of warranty policy requirements for dealers: Defect Present: There must be a defect in factory-supplied materials or workmanship to justify the repair of a vehicle for which warranty reimbursement is requested. Diagnosis and Repair Procedures: Dealership Service Management is responsible for ensuring diagnosis and repairs comply with the most current published Ford Warranty and Policy and technical information. Complete Repair Documentation: Technicians must record all test results and observations made during a repair on the shop copy of the repair order. Printable test results must be included in the service file. The shop copy of the repair order is the official record of the repair; other documents may provide support for the comments and findings recorded on the shop copy of the repair order. Appropriate commentary and time recording must be provided to support “MT” Actual Time submissions. Cost Effectiveness: Ford Motor Company will reimburse a dealer for the most cost effective repair alternative using Ford-approved repair techniques and Ford branded or approved parts unless otherwise instructed by Ford (e.g., Technical Service Bulletin, Field Service Action, etc.). Professional Standard of Work: Dealership Service Management is responsible for ensuring that repairs comply with the technical certification requirements as stated in Section 1 of the Warranty and Policy Manual. Dealership Service Management must ensure that work is dispatched to technicians capable of performing the repair. Ford will pay only once for the correction of a defect covered under warranty unless Ford service parts used in the repair are defective or new technical information becomes available. Complete and Accurate Disclosure of Repair Information: All pertinent facts regarding a repair or related repair (i.e. maintenance, condition of vehicle, observations, test results, previous repair attempts, etc.) are disclosed completely and accurately in the claim information. This information is shared completely and accurately in communications with Tech Hotline, Warranty Claims Payment, and all other personnel representing Ford Motor Company. Ford Motor Company TABLE OF CONTENTS TABLE OF CONTENTS PG# SECTION 1 – DEALERSHIP ADMINISTRATION...................................................................1 RESPONSIBILITY OVERVIEW.........................................................................................1 Authorization Requirements – Repairs Requiring Prior Approval ...............................1 Claims with Company Involvement/Approval – Disallowable and Non Disallowable Situations ....................................................................................................................2 Dealer Principal/Owner Operator Authorization to Submit Claim................................3 Repair Authorization for Dealership Vehicles..............................................................4 Warranty Solicitation ...................................................................................................4 Parts Inventory............................................................................................................4 R&R Part from In-Stock Vehicle..................................................................................5 Warranty Responsibility ..............................................................................................5 Visiting Owner — Emergency Repair..........................................................................5 Magnuson-Moss Act ...................................................................................................5