CALL SCRIPT: Ford Customer Relationship Center, 800-392-3673

Before you call, have ready: VIN, current mileage, mileage and date of failure, dealer name, repair order or estimate, and service records.

1. Open a case
"Hi, I'd like to open a case about an engine failure on my [year] [model]. My VIN is [VIN]. Can you give me a case number?"
(Write down the case number, the agent's name, and the date and time.)

2. Describe the issue
"The dealer diagnosed coolant intrusion into the cylinders and recommended a [short block / engine] replacement costing about $[amount]. This is the condition covered by Customer Satisfaction Program 21N12 for some vehicles."

3. Make the request
"My vehicle is [outside the program by (time/miles) / was denied]. I'm asking for a Regional Field Service Manager to review the case for goodwill assistance."

4. If the answer is no
"I understand. Can you note in the case that I requested a field service manager review, and tell me how to escalate? I'll also be sending a written request."

5. Close
"Can you confirm the case number and the next step, and when I should expect to hear back?"

After the call: write a short summary, keep it with your records, and follow up in writing using the goodwill letter template.