SECTION 6 – GLOSSARY, RESOURCES FORMS & PUBLICATIONS
6.2 RESOURCES
6.2.2 Frequently Used Contacts
| Alternative Fuel Customer Assistance Center | 877-343-5338 |
| Archway Publications | 734-713-3446 734-713-2971 (FAX) |
| Assembly Plants | Assembly plant correspondence should be addressed to the assembly plant vehicle scheduling manager. |
| Azure Dynamics | 1-866-473-1636 or warranty@azuredynamics.com |
| Bedliner & Cargo Liner | For authorization/replacement at no charge by Manufacturer. 888-FORD-OE1 (Penda) |
| Branded Title / Warranty Cancellation Inquiry | Fax the required documentation to 1-866-293-9833 to the attention of Warranty Analyst |
| Bumper-Master Guard | For authorization to replace bumper and for a replacement bumper at no charge call: 800-541-5834 |
| Cellular Phone Systems — Technical Hotline | 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. |
| Certified Pre-Owned (CPO) Vehicle Program Headquarters | 888-909-6144 |
| Commercial Vehicle Hotline | Ford Parts and Service Assistance on commercial vehicles: 800-782-8627 |
| Commuter Van Service Program | Handle program information inquiries; provide customer and dealer support regarding Ford and Lincoln-Mercury commuter van program 800-826-7427. |
| Customer Communication System Support Center | 800-790-4357 |
| Customer Relationship Center (CRC) | 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) www.customersaskford.com. |
| Dealer Payment Statements | Helpline: 408-856-3321 |
| Dealer Roadside Assistance Center (DRAC) | Provides dealerships with administrative assistance relating to billing, etc., for the Ford Auto Club. Not a customer assistance number 866-231-1173 |
| Delayed Delivery & Warranty Start Date Discrepancy for Modified Vehicles | To correct warranty start date discrepancies on qualified vehicles, all requests must be made via Website address: The FCS-900 form will no longer be accepted |
| Digital Imaging Review Center | 800-826-4694 |
| DOESII Hotline | 800-260-3673 |
Extended Service Plan (ESP) – Mail Addresses
- Plan Registrations, cancellation, and contract changes ESP Headquarters P.O. Box 6045 Dearborn, MI 48121
- Registrations, cancellations, contract changes, customer concerns,
Ford Fleet Care payment procedures, and the Ford Fleet Care Part Program
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 Headquarters
PO Box 6045
Dearborn, MI 48121
ESP Hotlines
For inquiries regarding registrations, certificate of provision, and program information:
1-800-521-4144 All U.S. Plans
1-800-367-3317 All Ford of Canada Plans
Super Seal and EPP Headquarters is 1-800-521-4144
1-800-367-3221 -
Ford Fleet Care
For prior repair approval
- Ford, Mercury, or Lincoln vehicles, and competitive -make vehicles registered through ESPS. 1-800-321-7790 or use Web ESP Prior approval Also provides information on covered parts, contract restrictions, assistance with and interpretation of rejected ESP and Ford Fleet Care claims and Web ESP Prior Approval
- Ford ESP Used Claims (sometimes referred to as Used ESC) 1-800-521-4116
- New Competitive-Make vehicles (ESC) 1-800-233-5819
| Ford ESP Used Claims (sometimes referred to as Used ESC) | Ford ESP Used Claims provide prior approval and repair information for contracts on competitive make vehicles - 800-521-4116 |
| Ford Power Products | Ford power products |
| ESC - Competitive Make New | Handle inquiries, contract enrollments, claims processing and literature requests (contracts, brochures, etc.) 800-233-5819 |
| ESP Administration Hotline | 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 |
| ESP Assistance (Canadian Vehicles in U.S.) | Verify coverage for Canadian vehicle owners located or traveling in the U.S. 800-565-3673 |
| Export Operations | Handle inquiries regarding North American built vehicles for shipment out of the U.S. (except Mexico and select territories) 313-594-4857 |
| Fleet Customer Information | Fleet and rental program information, vehicle specifications, ordering, scheduling, shipping, tracing, government sales. • 800-343-5338 • 313-446-3394 (FAX) |
| Fleet Service Hotline (Car & Lt. Truck) | Hotline to expedite parts, offer technical assistance, and act as liaison between the fleet account and the dealership 800-343-5338 |
| Fleet Service Hotline Medium/Heavy Truck | Provides general heavy truck administrative assistance (e.g., parts expediting, warranty clarification). Acts as a liaison between fleet account and dealership 800-782-8627 |
| Ford Auto Club - Customer Roadside Assistance Center | Handles customer enrolments, provides membership forms, brochures, roadside assistance, trip routing, and claims processing for Ford Auto Club members 800-241-3673 |
| Ford Credit Customer Service Center | Assist retail customers and dealerships with payoff quotations, customer account maintenance, and branch referrals 800-727-7000 |
| Ford Electronics and Refrigeration Corp. | FERCO 2750 Morris Road Worchester, PA 19490 Attn: Dock C Direct Dealer Dept |
| Ford Fleet Care Program Administration / Billing | Ford Fleet Care Administration handles: • Contract Questions • Fleet Eligibility • General Program Questions and Inquiries • Fleet Enrollment Procedures Ford Fleet Care Billing handles: • Dealer Payment Procedures • Fleet Payment Procedures • Fleet Account Payment Status General Program Questions and Inquiries: Ford Fleet Care Administrative or Billing P.O. Box 6065 Dearborn, MI 48121 800-367-3221 |
| Fordstar Administrative Help Desk | Provide assistance with Fordstar Satellite technical and equipment concerns 800-790-4357 |
| Ford Licensed Accessories | 877- 682-4276 or fla1@ford.com |
| Forms Ordering | 734-713-3446 (FCS-8572-97) Condition Code 313-865-5000 - Service Publications for Ford (shop manuals, D.I.Y. Scheduled Maintenance Guide, Specification’s booklets, troubleshooting manuals, wiring diagrams, owner guides) NOTE: A number of forms and manuals are available through FMCDealer portal and/or the dealer eStore |
| Fleet Customer Information | Fleet and rental program information, vehicle specifications, ordering, scheduling, shipping, tracing, government sales. • 800-343-5338 • 313-446-3394 (FAX) |
| 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 Clusters | Ford Electronics Service Group • fesg@ford.com or 313-390-3635 |
| In-Transit Claims | 888-445-4234 |
| Key Codes | Provide key codes and keyless entry codes for 1998 to current model vehicles, access FMCDealer portal / Parts & Service / Parts Dept. Tools / Key Codes |
| Leer Hard Tonneau Covers | For replacement parts: Leer Corporation - 800-525-8046 |
| Lincoln Customer Relationship Center | Handles product and service-related concerns for Lincoln Owners - 800-392-3673 |
| Lincoln Customer Roadside Assistance | Lincoln Customer Assistance answer and roadside dispatch for callers anywhere in the U.S. 24 hours a day/7 day a week - 800-241-3673 |
| Loss and Damage Claims | Respond to inquiries regarding payment of Carrier Loss & Damage claims (vehicles damaged in transit) - 888-445-4234 |
| Misbuilt Vehicle Claims | • Contact via Dealer Ask Ford on FMCDealer portal • Contact directly at 800-423-8851 – press 2 |
| Mis-invoiced Vehicles | 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 |
| Motor Home – Customer Assistance Center | Retail motor home customers with product or service-related questions or concerns can call 24 hours a day for assistance - 800-444-3311 |
| Multimedia (Audio, Navigation & Family Entertainment) Systems | Ford Electronics Service Group • fesg@ford.com or 313-390-7300 |
| Navigation DVD | 888-628-6277 - NAVTEQ |
| Owner Guides | To order Ford and Lincoln Mercury vehicle owner guides - 800-782-4356, 313-865-5927 (FAX) |
| Parts queries | For ETAs, clarification etc., Distributors/Wholesale Dealers contact the Dealer Parts. Support Group on DPSG@ford.com or Ph.1300 131336 |
| Parts Coverage Directory | FMCDealer portal, Parts & Service / Warranty / Warranty Related Manuals |
| Parts Publications- Ford-L/M | • To order Parts Catalogs (paper form or CD), Standard & Utility Parts Catalogs, OSI Catalogs or Cross Reference Catalogs refer to FMCDealer portal / Dealer eStore and search on “Parts Catalogs” • To order Ultrafiche refer to FMC Dealer and search on “Parts Publication Order Forms” or contact Dialog Direct at 800-356-0792 • To order the Parts & Accessories Price CD or Book (FPS-3642) refer to FMCDealer portal / Dealer eStore and search on “Price CD” or “Price Book” |
| Portable Navigation Units | Technical & Warranty questions: contact Garmin Product Support - 1-800-800-1020 |
| Product Concern Reporting (Job #1 Early concern reporting) | To report product concerns on new Ford and LM vehicles, either submit an Electronic Dealer Service Report (EDSR) through OASIS or call the number noted below. Information is input into database for reference by Company activities - 800-322-5621, 734-329-3377 (FAX) |
| Powertrain Assistance Center (PAC) | Offers product support to DEALER WHOLESALE CUSTOMERS ONLY. The PAC is NOT a general technical “hotline” for aftermarket independent repair facilities. The PAC will only handle calls to support transmissions, gas engines, and diesel engines purchased from Ford/Lincoln dealers by wholesale customers - 800-392-7946 (DEALER WHOLESALE CUSTOMERS ONLY) |
| Racks and Bins | America’s Body Company - 800-222-8785, ext. 3290 |
| Reacquired Vehicle (RAV) | • RAV Resale Disclosure and Warranty Notice (FCS-8520) • Your Obligations to the Customer (FCS-8536) • Warranty Information Booklet for Reacquired Vehicles provides the original title to an RAV purchasing dealer upon receipt of the signed and completed RAV Resale Disclosure and Warranty Notice Form (FCS-8520) and Warranty Repair History. 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 Roadside Assistance | Provides emergency roadside assistance for eligible Red Carpet lease customers - 800-348-5220 |
| Rescu System (Emergency Assistance System) | Control Modules, GPS Antennas, and Antenna 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 |
| Roadside Assistance Program | Assist eligible owners with emergency roadside assistance (i.e., flat tire, dead battery, lockout & towing) • Ford/Lincoln/Mercury - 800-241-3673 |
| Roadside Dealer Assistance Center | 800-367-3258 |
| Rotunda | 1-800 –ROTUNDA |
| Roush Performance | 800-597-6874 |
| Saleen Parts | To order unique Saleen parts, contact Saleen at: 800-888-8945 |
| Service Publications & Training | 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, Specification’s booklets, Troubleshooting Manuals, Wiring Diagrams, and Owner Guides call: Helm, Inc. 313-865-5000 |
| Special Service Support Center | Dealerships call regarding all Ford Motor Company recalls, Customer Satisfaction Programs, and Special Service Instructions. Recall/CSP/SSI P.O. Box 1904 Dearborn, MI 48121 • 800-325-5621 |
| STARS - Standardized Training & Resource System | 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) |
| Super Seal/EPP Contract Processing | 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 • 800-321-7790 |
| Technical Assistance Center | Provide technical assistance on the repair of Ford and LM vehicles. Access via web-based requests available on PTS after using VIN and symptom code. Ford, Lincoln, and Mercury vehicles • IDS support • Powertrain Prior Approval "My Prior Approval Programs" link on FMCDealer portal • Primary Web contact using PTS • 800-826-4694 requires OASIS contact ID obtained during Web contact |
| Tire Program Headquarters | 888-353-3251 |
| TREAD (Transportation Recall Enhancement Accountability and Documentation) Act | Early Warning questions - please email: 1Tread@Ford.com |
| VECI/IEI Decal Order Processing | Process orders for replacement vehicle emission control decals. Dealers can obtain a label request form at the Field Service Action page on FMCDealer portal (or call 1-734-374-8316 to obtain the form). Fax the completed form to the phone number shown on the request form |
| Vehicle Security System (Ford Alarm - Dealer Installed | For Parts Replacement call:800-FORD-KEY (3673-539) |
| Warranty Claim Queries | Except for CSP CT39 claims (for example, claims denied, appeals, requests. for more information from the Global Warranty team, requests for a review, SE188 Warranty Labour Rate forms etc.) — contact the Warranty Operations team: WTYFOA5ford.com or Ph 1800 648 915 |
| Warranty Parts Analysis Center (WARPEC) | WARPEC queries on warranty part returns and resultant claim reversals — contact WARPEC via: WARPEC©ford.com; or Ph. (03) 8301 2196 |
| Warranty Counselling help | Warranty Counselling help (Step 1, Step 2 or Step 3 reviews) — also contact the Warranty Operations team via: WTYFOA@ford.com: or Ph. 1800 648 915 |
| Warranty – Reporting of Improper Activity | The Customer Relationship Center occasionally receives calls from individuals seeking to report potential improper warranty practices. An established process is used to route these contacts to the appropriate activity for additional research. Should an individual suspect and wish to report an improper warranty practice is taking place within a dealership, they may report this information by calling one of the following numbers: • Ford Vehicles: 800-392-3673 • Lincoln Mercury Vehicles: 800-521-4140 Examples of these types of activities may include, but are not limited to: • Vehicle Identification Number (VIN) or owner name misrepresentation. • Vehicle repair date or mileage misrepresentation. • Work not performed as claimed. • The knowing submission of claims with omissions of material facts or substantial violations of program requirements. All reports will be treated confidentially and the anonymity of the individual reporting the incident will be guarded to the extent possible |
| Freight Issues | Freight Issues with Warranty parts returns (Booking concerns, mis-pick up etc.): — Contact Active Logistics via FCSD@ascap.com.au; or — Ph (03) 8301 3773 |
| Customer Support Program (CSP) | Claim queries (CT39, requests for more contribution from Ford, queries around why only a certain amount was approved etc.) — Contact the CRC Dealer Line on foadeale@ford.com; or — Ph. 1800 035 666 |
| Dealer VOR Reporting | Dealer VOR Reporting troubles or information: — Refer to DCB2019290; or — Ph. 1800 808 392 (option 2) |
| Technical Assistance requests | Technical Assistance requests with diagnosing or repairing a Vehicle, or Prior Approval questions. — Raise a PTS Technical Support Request |
| Essential Special Service Tool | — Request one from the Loan Tool Program via the Rotunda site in the Professional Technician's Portal (PTS); or — Email the Loan Tool Program via foaflt@ford.com; or — Purchase one from the Rotunda site in the Professional Technician's Portal (PTS) |
| Recalls and Field Service Action | For queries, contact Anna Wu on AWU6@ford.com or Escalate to Service Operations on ciacob50@ford.com |
| Parts VOR request | Raise a Parts VOR request to VORFord2@ford.com following FCSD Bulletin 2019070 |
| New Parts Claims | For Faulty Manufacture, In transit damage, catalogue error, faulty packaging. etc.). Refer to Section 5 of the Ford Dealer PANDA Manual found on FMC Dealer website |
| VIN Label concerns | contact VINLabel@ford.com and refer to SML 15-M-04 |
| Radio or Key Code Queries | Should be directed to Radio1@ford.com and refer to DCB2015309 |