21N10 – Door Opens to Secondary Latch Position – 2015-2021 Ford Mustang Convertible

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© Copyright 2021 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division December 15, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 21N10 Certain 2015 – 2021 Model Year Mustang Convertible Vehicles Door Opens to Secondary Latch Position PROGRAM TERMS This program provides a no-cost, one-time repair (if needed) to the door latches for 10 years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first. This is a one-time repair program. If a vehicle has already exceeded either the time or mileage limits, this no-cost, one-time repair will last through September 30, 2023. Customer satisfaction program eligibility is automatically transferred to subsequent owners. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates Mustang 2015-2021 Flat Rock May 12, 2014 through August 11, 2021 Affected vehicles are identified in OASIS. REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR In some of the affected vehicles, a front door latch may open to the secondary latched position while driving. While the door is in the secondary latched position the driver will notice wind noise from the door and a door ajar warning will appear on the instrument cluster. This concern does not result in a fully opened door while driving. The occupant can open the door normally using the door handle. SERVICE ACTION If a customer brings a vehicle in for service claiming that the vehicle exhibited this condition, dealers are to replace both door latches. This service must be performed at no charge to the vehicle owner. OWNER NOTIFICATION MAILING SCHEDULE Owner Letters are expected to be mailed in 3rd Quarter 2022 when parts are available in greater quantities. Dealers should repair any affected vehicles that experience a door opening to the secondary position, whether or not the customer has received a letter. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Owner Notification Letter © Copyright 2021 Ford Motor Company QUESTIONS & ASSISTANCE For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, David J. Johnson © Copyright 2021 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 21N10 Certain 2015-2021 Model Year Mustang Convertible Vehicles Door Opens to Secondary Latch Position OASIS ACTIVATION OASIS will be activated on December 15, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will not be activated for this service action. SOLD VEHICLES • Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Do not perform this program unless the affected vehicle exhibits the covered condition. TITLE BRANDED / SALVAGED VEHICLES Vehicles with cancelled warranties are not eligible for this service action. OWNER REFUNDS • Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires March 31, 2023. • Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed. • Refunds will only be provided for the cost associated with door latch replacement due to unintended opening to secondary latch position. RENTAL VEHICLES The use of rental vehicles is not approved for this program. ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) Additional repairs identified as necessary to complete the FSA should be managed as follows: • For related damage and access time requirements, refer to the Warranty and Policy Manual – Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances for FSA’s / Related Damage. • For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the Related Damage radio button checked. o Ford vehicles – 3 years or 36,000 miles • For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 21N10 Certain 2015-2021 Model Year Mustang Convertible Vehicles Door Opens to Secondary Latch Position CLAIMS PREPARATION AND SUBMISSION • Note: All repairs for this program should be claimed using the claim entry direction below regardless if the vehicle is still under the New Vehicle Limited Warranty. o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles – Claim repairs to FSA 21N10 if vehicle is still within time and mileage limits. • Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online. o When entering claims: ▪ Claim type 31: Field Service Action. The FSA number (21N10) is the sub code. ▪ Customer Concern Code (CCC): L09 ▪ Condition Code (CC): 42 ▪ Causal Part Number: 63264A26 ▪ Part Quantity: 0 o For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide. • Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a separate repair line from the FSA with same claim type and sub code as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Refunds: Submit refunds on a separate repair line. – Program Code: 21N10 – Misc. Expense: ADMIN – Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs. o Multiple refunds should be submitted on one repair line and the invoice details for each repair should be detailed in the comments section of the claim. © Copyright 2021 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 21N10 Certain 2015-2021 Model Year Mustang Convertible Vehicles Door Opens to Secondary Latch Position LABOR ALLOWANCES Description Labor Operation Labor Time Replace both side door latches. 21N10B 2.3 Hours PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site: To place an order for front door latches, submit a VIN-specific Part Order contact via the SSSC Web Contact Site. Part Number Description Order Quantity Claim Quantity Left Door Latch BM5Z-5821813-A Door Latch VIN Specific FR3Z-63264A27-C Door Latch VIN Specific Right Door Latch FR3Z-63264A26-C Door Latch VIN Specific GR3Z-5821812-B Door Latch VIN Specific Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. DEALER PRICE For latest prices, refer to DOES II. PARTS RETENTION, RETURN, & SCRAPPING Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. EXCESS STOCK RETURN Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000. © Copyright 2021 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 21N10 Certain 2015-2021 Model Year Mustang Convertible Vehicles Door Opens to Secondary Latch Position REPLACED FSA PARTS INSPECTION AND SIGN OFF Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of March 1st 2021 or later must be inspected and signed off on the repair order by a member of your dealers fixed operations management team or an employee the task has been delegated to. If the task is to be delegated to a non-management employee, the employee needs to be someone other than the technician who completed the repair and needs to understand the importance of completing this task consistently and accurately. • All parts replaced as part of an FSA repair should be returned to the parts department following the Warranty Parts Retention and Return Policies. • Inspect the replaced parts to verify the FSA repair was completed. • If the FSA repair is found to be complete, the designated employee signs the repair order line or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts were inspected and validated to have been replaced. • After the parts have been inspected, they should be handled based on the guidance in the parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.). • This process is subject to review during warranty audits for FSA repairs with a repair order open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement, found not to have been inspected and signed off during a warranty audit will be subject to chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair Process. Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA parts inspection process (electronic or handwritten) is independent from other warranty approval requirements. The approval by the designated employee implies that the FSA parts were found to be replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require approval on a single Repair Order, each applicable occurrence will require individual post repair approval by the designated employee. ATTACHMENT III PAGE 1 OF 2 RECALL 21N10 CPR © 2021 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 12/2021 CERTAIN 2015-2021 MODEL YEAR MUSTANG VEHICLES — FRONT DOOR LATCH REPLACEMENT SERVICE PROCEDURE NOTE: This procedure is to be performed on both doors. NOTE: This procedure can be performed with the window in the short-dropped position (Full window up with the door open). 1. Remove the front door trim panel. Please follow the WSM procedures in Section 501-05. 2. Align and apply masking tape or equivalent to window glass fore and aft along window seals as reference points for alignment during re-installation of the window glass. See Figure 1. NOTE: Right Hand (RH) shown, Left Hand (LH) similar. PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT ALIGNED WINDOW SEAL TAPE WINDOW SEAL WINDOW SEAL ALIGNED WINDOW SEAL TAPE 20X95A FIGURE 1 NOTE: BEFORE removing the fasteners, mark all of the fasteners for the aft front door glass run and front door window regulator with a paint pen or permanent marker. See Figure 2. NOTE: LH shown, RH similar. 20X95B MARKED FASTENER MARKED FASTENERS FIGURE 2 ATTACHMENT III PAGE 2 OF 2 RECALL 21N10 CPR © 2021 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 12/2021 NOTE: It is not necessary to remove the front door speakers or the front door upper watershields for this procedure. 3. Replace both front door latches. Please follow the WSM procedures in Section 501-14. NOTE: When reinstalling the window glass, align the tape with the window seal to ensure proper fit before tightening the fasteners. Door window glass adjustment is not necessary when following this procedure. See Figure 1.

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 Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 Customer Satisfaction Program 21N10 Mr. John Sample 123 Main Street Anywhere, USA 12345 March 2022 Your Vehicle Identification Number (VIN): 12345678901234567 At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? On your vehicle, your doors may open to the secondary latch position while driving. Ford is pleased to let you know that, for your peace of mind, we are offering a no-cost, one-time repair on the door latches. What is the effect? While the door is in the secondary latched position the driver will notice wind noise from the door and a door ajar warning will appear on the instrument cluster. While driving, the vehicle the door will not fully open out of the secondary position due to this concern, but can be opened normally using the door handles. What will Ford and your dealer do? If your vehicle’s door latches require replacement due to unintended opening to the secondary latched position and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace both door latches free of charge (parts and labor). This is a one-time repair program. This increases the door latch repair coverage to a total of 10 years or 150,000 miles from the warranty start date, whichever occurs first. If your vehicle has already exceeded either time or mileage limits listed above, this customer satisfaction program will last through August 31, 2023. Coverage is automatically transferred to subsequent owners. How long will it take? If the component mentioned above requires replacement, 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.  Copyright 2022 Ford Motor Company What should you do? You do not need to return to your dealer for this repair unless your vehicle’s doors have opened unintentionally into the secondary latched position. Please keep this letter as a reminder of this one-time repair offer for your door latches. If your door latches require replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer to schedule a service appointment. Provide the dealer with the VIN of your vehicle to schedule a service appointment for Customer Satisfaction Program 21N10. The VIN is printed near your name at the beginning of this letter. Your dealer will replace the part at no charge. If you do not already have a servicing dealer, you can access ford.com/support for dealer addresses, maps, and driving instructions. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. COVID-19 (CORONAVIRUS) Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit ford.com/support. 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. Refunds will only be provided for service related to repair description. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before August 31, 2022. To avoid delays, do not send receipts to Ford Motor Company. What if you no longer own this vehicle? If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner. You received this notice because our records indicate that you are the current owner.  Copyright 2022 Ford Motor Company Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS: If you have questions or concerns, please contact our Ford Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: ford.com/support For the hearing impaired, call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty. Ford Customer Service Division

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