Section A – Warranty Policy Manual
A.1 DEALERSHIP ADMINISTRATION
A.1.2 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 for vehicles involved in Safety, Emissions, Compliance Recalls, or FSA-Customer Satisfaction Programs with a “B” designation (e.g., 19B17, 15B38, 19B41...), 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 (including published TSB’s). In those instances where it is determined that a dealer has solicited a customer for warranty service, repairs may be subject to chargeback.
The term ‘Warranty Solicitation’ or 'solicitation of warranty' represents instances where the Dealer has highlighted a vehicle issue that has not resulted from a customer complaint and does not comply with the Add-on repair policy.
The Warranty and Policy Manual defines an Add-on repair in the following manner: Information extracted from “Workshop Add-On Repairs”. Refer to Service Management Warranty Requirements.
"An Add-on repair, not requested by the customer should only be undertaken if it would otherwise result in:
Dealers must not solicit (call, mail, distribute materials, advertise or otherwise communicate) to customers regarding the correction of warranty related matters where there has been no specific customer complaint. Exceptions to this include Safety, Emissions or Compliance Recalls, FSA-Customer Satisfaction Programs with a “B” designation (e.g., 19B17, 15B38, 19B41..) or Company directed actions for the rectification of vehicle concerns. In those instances where it is determined that a dealer has solicited a customer for warranty service, repairs may be subject to chargeback. 'End of Warranty' inspections and the 'Reconditioning of Used Cars' are outside the spirit of this policy and where evidence confirms that this has occurred claims will be subject to chargeback.
This policy does not affect the Dealer's ability to communicate with customers regarding routine servicing requirements, marketing of Dealership services and other non-warranty solicitation related activities.