Copyright 2004 Ford Motor Company

Frank M. Ligon
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

November 2004
Customer Satisfaction Program 03M02


Mr. John Sample
123 Main Street
Anywhere, USA 12345

Your Vehicle Identification Number: 12345678901234567

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 additional coverage under Customer Satisfaction Program 03M02 to owners of
certain 2000 through 2003 model year Focus vehicles.

What is the reason
for this additional
coverage program?
In your vehicle, portions of the front coil springs may not have
received adequate corrosion protection during the manufacturing
process. Inadequate corrosion protection may eventually lead to a
fracture of the spring. A spring fracture may result in suspension
noise during normal vehicle operation, and will allow the vehicle to
sag or lean to one side. This is most likely to occur on vehicles
operated for extended periods of time in high-corrosion areas of North
America. Only a small percentage of the affected vehicles are
expected to experience this concern.
In the interest of customer satisfaction, Ford Motor Company is
extending the warranty on both front coil springs for a total of 10
years or 150,000 miles from the warranty start date, whichever occurs
first. If your vehicle already has accumulated more than 150,000
miles, this coverage will last until May 31, 2005.
This coverage extends the provisions of the original warranty
coverage for this part on your vehicle.

What will Ford and
your dealer do?

Should either of the front coil springs fracture, your dealer will replace
both front coil springs, check alignment and, if necessary, adjust
alignment angle at no charge to you under the terms of this program.

How long will it
take?
The time needed for this repair is less than one-half day. However,
due to service scheduling requirements, your dealer may need your
vehicle for a longer period of time.

What we are asking
you to do?
You do not need to return to your dealer for this repair unless you
have a front coil spring that fractures. Please keep this letter as a
reminder of the extended warranty coverage for your front coil
springs. Should either of the front coil springs fracture and your
vehicle is within the indicated time/mileage limitations, contact your
dealer for a service date. Your dealer will replace both front coil
springs at no charge to you.
Copyright 2004 Ford Motor Company


When you bring your vehicle in, show the dealer this letter. If you
misplace this letter, your dealer will still do the work, free of charge.
If you do not already have a servicing dealer, please access
http://www.genuineflmservice.com for dealer addresses, maps, and
driving instructions.

Have you previously
paid for this repair?
If you paid to have this service done before the date of this letter, you
may be eligible for a refund. To initiate a refund request, please give
your paid original receipt to your dealer. To avoid delays, do not send
receipts to Ford Motor Company.

Can we assist you
further?









If you have difficulty getting your vehicle repaired promptly and
without charge, please contact your dealership's Service Manager for
assistance.

If you still have concerns, please contact the Ford Motor Company
Customer Relationship Center and one of our representatives will be
happy to assist you. Call 1-866-436-7332. For the hearing impaired
call 1-800-232-5952 (TDD).
Office Hours: (Eastern Time Zone)
Monday - Friday: 8AM - 8PM
Saturday: 9AM - 5:30PM
If you wish to contact us through the Internet, our address is:
www.ownerconnection.com

Thank you for your attention to this important matter and remember to save this letter in case
you need to take advantage of this additional coverage program.

Sincerely,

Frank M. Ligon
Director
Service Engineering Operations