Owner Letter-Mercury
March, 2000Serial Number: 12345678901234567 00M09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Ford Motor Company is committed to becoming the world's leading consumer company of automotive products and services and is dedicated to pursuing customer satisfaction. Our goal, together with your local Mercury dealer, is to earn your continued loyalty by providing consumer focused service and support.
In support of this commitment, Ford Motor Company is providing additional warranty coverage under Service Program Number 00M09, to owners of 1994 and 1995 Sable vehicles equipped with a 3.8L engine.
The additional warranty covers potential engine head gasket failures, which may be experienced by some owners of these vehicles, and will be in effect for 7 years or 100,000 miles, from the vehicle's original warranty start date, whichever comes first.
If you have already paid to have the head gasket repaired, prior to the date of this letter, you may be entitled to a refund of your repair costs, or, for a limited time, an option to purchase a new Ford, Mercury, or Lincoln vehicle under a special marketing program. Please refer to the next page for additional details of coverage. This program is offered in addition to other excellent new vehicle incentives Ford Motor Company has available in the marketplace currently. If you are interested in a new vehicle, please contact your dealer for details.
We apologize for problems you may have experienced with your vehicle. Ford Motor Company is committed to maintaining satisfying and long term relationships with our valued customers, and demonstrating that commitment through actions such as this. Thank you
What the issue is...
Premature failure of the head gasket(s) may occur. This condition may result in engine coolant leakage, which if not detected, can cause engine overheating. In extreme cases, this condition may result in engine failure. To prevent engine failure, customers should bring their vehicle in for service under this program if the following symptoms exist:
^ Persistent and worsening overheating engine conditions
^ Heavy white smoke from the tailpipe
^ Flashing t1Low Coolant" sensor light, even after coolant is refilled
^ Constant loss of black coolant
What Ford Motor Company and your dealer will do...
Ford Motor Company is providing additional warranty coverage for this condition. If your vehicle's engine should experience this condition, your dealer will verify the condition and replace the engine head gaskets, if necessary.
The no charge additional warranty coverage for this condition is available on affected 1994 and 1995 Sable vehicles for 7 years or 100,000 miles, whichever occurs first, from the original warranty start date. Coverage is automatically transferred to subsequent owners.
GRACE PERIOD FOR 1994 SABLE VEHICLES. Some 1994 Sable vehicles may have exceeded 7 years from the original warranty start date. For these vehicles, the additional warranty coverage provided under this program will be extended to October 1, 2000 or 100,000 miles, whichever occurs first. Coverage is automatically transferred to subsequent owners.
Ford Motor Company will provide the additional warranty coverage for Ford parts and Ford authorized remanufactured parts, or repairs performed by a Mercury dealer, related to this condition.
What we are asking you to do...
If you suspect your vehicle has the described condition, contact your dealer right away to schedule a service appointment.
If you've already paid for this service...
If you have already paid to have the head gasket repaired prior to the date of this letter, and the repair occurred within 7 years or 100,000 miles from the original warranty start date, Ford Motor Company will provide you the opportunity to obtain a full refund for two years from the date of this program. For a limited time, owners may be offered the option to purchase a new Ford or Lincoln Mercury product, through a special marketing program offered by the Ford and Lincoln Mercury Divisions and Ford Credit, in place of a refund. Details of the special marketing program are available from your dealer.
Please note: Refund claims can only be processed through your Mercury dealer with your original, paid receipt.
If you've changed address or sold the vehicle...
Please fill out the enclosed prepaid postcard and mail it to us if you have changed address or sold the vehicle.
If you have concerns...
If you have trouble getting your vehicle repaired promptly and without charge, please contact the Ford Motor Company North American Customer Assistance Center
CALL: (800) 392-3673
Office Hours: 8am-11pm (Monday-Friday) ET
9am-6pm (Saturday) ET
Quality Care service is there for you all year round...
Quality Care is the commitment of Ford Motor Company and your Mercury dealer to provide you with a superior service and ownership experience. While we regret the inconvenience caused by this condition, we stand committed with our Mercury dealers to assist you with all of your automotive service needs. With our nationwide dealer network, we're here to ensure you receive Quality Care service so that your vehicle maintains peak performance throughout your ownership experience.