CSC O26 26F- EBFC

Ford Motor Company

Ford Customer Service Division
P.O Box 1904

Dearborn, Michigan 48124

May 2008
Customer Satisfaction Program 08802

Mr. John Sarnple
123 Main Street
Anywhere, USA 12345

Your Vehicle identification Number: 12345678901234567 -

Repairs that

Repair Date:

At Ford Motor Company, it has been our goal for more than 100 years to provide customers with high-
quality, dependable products. In order to maintain these standards, Ford Motor Company is providing
a Customer Satisfaction Program (Program. Number 08B02) to.owners of certain vehicles equipped
with a 6.0L or 7.3L diesel engine who may have paid for a warranty deductible on a specific type of
fuel injector related repair between January 2003-and September 2007.

What is the Issue? = The vehicle with the VIN above was mistakenly charged up to a $100
powertrain warranty deductible for a fuel injector repair. This repair
qualified for coverage under the vehicle emissions warranty, which has no
deductible.

What will Ford and _in the interest. of customer satisfaction, Ford Motor Company has

your dealer do? authorized your dealer to refund the amount of the deductible that you
have paid for the qualified fuel injector repair. Any Ford or Lincoin. Mercury
dealer is authorized to reimburse your deductible. if you, or the servicing
dealer, fave the original invoice.

This refund offer, Customer Satisfaction Program 08B02, will be in effect
until November 30, 2008.

How long will it Dealers will process.the refund for you once you-nave presented them with

take? both this letter and an original invoice that shows you paid the deductible
for the specified repair. In most cases, dealers will be able to provide you
with a.refund within 30 days of receipt.of the proper documentation.

©Copyright 2008 Lord Motor Company

What are we asking Provide your dealer with this letter and the original invoice from a Ford or

you to do? Lincoln Mercury service department that shows you paid.a deductible for a
fuel injector related repair. For your convenience we have listed the
invoice number from our records for the injector repair on which a
deducible was:improperly charged. You are only eligible for a deductible
that you paid. Deductibles paid by the dealer are not reimbursable to
you, The VIN (printed near your name at the beginning. of this letter)
must match the VIN on the invoice. If you do not have your: original
invoice, the dealer who performed the repair may be able to provide
you with a copy.

if you are unable to locate a dealer; you can access
htto:/Awww.genuineservice.com for dealer addresses, maps, and driving

instructions.
What if you no If you:no longer own this vehicle, you are still eligible fora refund if you
longer own this paid ail or part of a deductible for the specified fuel injector repair.

vehicle?
You received this notice because our records, which are based primarily on
state. registration and title data, indicate that-_you were the owner at the time
the deductible was’ paid.

If you were not the owner, and have an address for the owner at the time:-of
the repair, please forward this letter to that owner.

Can we assist you if you have difficulties with your refund, please contact your dealership's
further? . Service Manager for assistance.

RETAIL OWNERS: If you still have concerns, please contact the Ford
Motor Company Customer Relationship Center 1-866-436-7332 ‘and one of
our representatives will be happy to assist you. For the hearing impaired
call 1-800-232-5952 (TDD). Office Hours are Monday through Friday:
8:00AM - 5:00PM (Your Local Time). if you:wish to contact us through the
Internet, our address is: www.ownerconnection.com.

ELEET OWNERS: If you still have concerns, please contact the Fleet
Customer Information Center at 1-800-34-FLEET, select option #3 and-one
‘of our representatives will be happy to assist you.. Representatives are
available Monday through Friday 8:30AM - 5:00PM (Eastern. Time Zone).
Or you may contact us through the internet at www-fleet.ford.com.

MOTORHOME OWNERS: ff you still have concerns, please contact the
Motorhome Customer Assistance Center toll free at 1-866-906-9811. Ford
representatives are available 24 hours a day.

Thank you for your attention to this important matter.

Ford Customer Service Division

© Copyright. 2008. Ford Moter Company