22N01 – Rear Wheel Knuckle Replacement – 2011-2017 Ford Explorer

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 Copyright 2023 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division February 7, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 22N01 – Supplement #1 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement REF: Customer Satisfaction Program 22N01 Dated February 18, 2022 REF: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Safety Recall 21S32 Dated February 18, 2022 REF: Safety Recall 21S43 – Supplement #1 Dated February 18, 2022 REF: Regional Program 21R01 Dated November 4, 2022 REF: Regional Program 21R02 Dated November 4, 2022 New! REASON FOR THIS SUPPLEMENT • Program Terms: added 21R01 and 21R02 • REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR: added 21R01 and 21R02 • OWNER NOTIFICATION MAILING SCHEDULE: added mailing schedule for 21R01 and 21R02 • OASIS ACTIVATION: added 21R01 and 21R02 New! PROGRAM TERMS This program provides a no-cost, one-time repair (if needed) to the rear wheel knuckles for six (6) months from the Repair Order (RO) opening date for field service actions 21S32, 21S43, 21R01 or 21R02 provided that the RO opening date occurs on or before July 31, 2023. This is a one-time repair program. Coverage is automatically transferred to subsequent owners. Note: It will take 3-4 business days after 21S32, 21S43, 21R01 or 21R02 claim submission for 22N01 to show as an active program in OASIS. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates Explorer 2011-2017 Chicago May 17, 2010 through September 30, 2017 Elabuga January 28, 2013 through July 28, 2017 Affected vehicles are identified in OASIS.  Copyright 2023 Ford Motor Company New! REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR In some of the affected vehicles exposed to a corrosive environment where road salt is used during winter months, the rear toe link ball joint located in the rear knuckle could seize. A seized toe link ball joint could wear out and develop a knocking noise after installation of the updated toe links in FSAs 21S32, 21S43, 21R01 or 21R02. For peace of mind, Ford is providing a one-time repair for customers who have FSA 21S32, 21S43, 21R01 or 21R02 performed before July 31, 2023 and experience an undesirable noise within six (6) months of the RO date of FSA 21S32, 21S43, 21R01 or 21R02. SERVICE ACTION If an affected vehicle exhibits an undesirable noise associated with the rear toe link ball joint, dealers are to replace both rear wheel knuckles. This service must be performed at no charge to the vehicle owner. New! OWNER NOTIFICATION MAILING SCHEDULE Owner Letters were mailed the week of March 7, 2022 for programs 21S32 and 21S43. Owner Letters for programs 21R01 and 21R02 were mailed the week of November 28, 2022. Dealers should repair any affected vehicles that experience an undesirable toe link ball joint noise after FSA 21S32, 21S43, 21R01 or 21R02 whether or not the customer has received a letter. New! ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Owner Notification Letters 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, Stacy L. Balzer  Copyright 2023 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 22N01 – Supplement #1 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement New! OASIS ACTIVATION OASIS was activated on February 18, 2022. Vehicles will not show FSA 22N01 as active until one of the previous FSAs (21S32, 21S43, 22R01 or 22R02) has been completed and processed. 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 Affected title branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. 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 2023 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 22N01 – Supplement #1 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement 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 22N01 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 22N01 is the sub code.  Customer Concern Code (CCC): C50  Condition Code (CC): 79  Causal Part Number: 5A972  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.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 22N01 – Supplement #1 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement LABOR ALLOWANCES Description Labor Operation Labor Time Replace two (2) rear wheel knuckles – AWD 22N01B 2.9 Hours Replace two (2) rear wheel knuckles – FWD 22N01C 2.5 Hours Check alignment and, if necessary, adjust rear toe 22N01D 0.6 Hours PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site: To place an order for both rear wheel knuckles submit a VIN-specific Part Order contact via the SSSC Web Contact Site. Part Number Description Order Quantity Claim Quantity DB5Z-5B759-B Left Rear Knuckle 1 1 DB5Z-5B758-B Right Rear Knuckle 1 1 Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. Order the parts below through normal order processing channels: Part Number Description Order Quantity Claim Quantity -W712435-S439 Wheel Hub Nut (1 nut per side, 2 nuts per package) – AWD ONLY 1 2 -W710681-S439 Brake Caliper Bolts (2 bolts per side, 2 bolts per package) 2 4 -W708733-S439 Brake Disk Retainer Bolt (1 bolt per side, 4 bolts per package) 1 2 -W520213-S440 Rear Stabilizer Link Nut (1 nut per side, 2 nuts per package) 1 2 -W714033-S439 Shock Absorber Bolt (1 bolt per side, 4 bolts per package) 1 2 -W715419-S439 Trailing Arm, Toe Link Bolt (2 bolt per side, 4 bolts per package) 1 4 -W520516-S441 Trailing Arm, Toe Link Nut (2 nut per side, 1 nut per package) 4 4 -W715127-S439 Upper Control Arm, Lower Control Arm Bolt (2 bolts per side, 4 bolts per package) 1 4 -W520517-S440 Upper Control Arm, Lower Control Arm Nut (2 nuts per side, 4 nuts per package) 1 4 -W714516-S439 Wheel Hub Bolts (4 bolts per side, 4 bolts in a package) 2 8 -W715179-S439 Toe Link Bolt (1 bolt per side, 4 Bolts in each package) 1 2 To guarantee the shortest delivery time, an emergency order for parts must be placed.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 22N01 – Supplement #1 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement 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. 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 FSAs 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 1 CUSTOMER SATISFACTION 22N01-S1 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2023 CERTAIN 2011-2017 MODEL YEAR EXPLORER VEHICLES — REAR WHEEL KNUCKLE REPLACEMENT SERVICE PROCEDURE NOTE: This procedure should only be used when a rear suspension noise has been identified as coming from the rear knuckle toe link connection. 1. Position the vehicle on a hoist. Please follow the Workshop Manual (WSM) procedures in Section 100-02. 2. Replace both rear wheel knuckles. Please follow the WSM procedures in Section 204-02. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information.

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© Copyright 2022 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division February 18, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 22N01 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement REF : NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Safety Recall 21S32 Dated February 18, 2022 REF: Safety Recall 21S43 – Supplement #1 Dated February 18, 2022 PROGRAM TERMS This program provides a no-cost, one-time repair (if needed) to the rear wheel knuckles for six (6) months from the Repair Order (RO) opening date for field service actions 21S32 or 21S43 provided that the RO opening date occurs on or before July 31, 2023. This is a one-time repair program. Coverage is automatically transferred to subsequent owners. Note: It will take 3-4 business days after 21S32 or 21S43 claim submission for 22N01 to show as an active program in OASIS. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates Explorer 2011-2017 Chicago May 17, 2010 through September 30, 2017 Elabuga January 28, 2013 through July 28, 2017 Affected vehicles are identified in OASIS. REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR In some of the affected vehicles exposed to a corrosive environment where road salt is used during winter months, the rear toe link ball joint located in the rear knuckle could seize. A seized toe link ball joint could wear out and develop a knocking noise after installation of the updated toe links in FSAs 21S32 or 21S43. For peace of mind, Ford is providing a one-time repair for customers who have FSA 21S32 or 21S43 performed before July 31, 2023 and experience an undesirable noise within six (6) months of the RO date of FSA 21S32 or 21S43. SERVICE ACTION If an affected vehicle exhibits an undesirable noise associated with the rear toe link ball joint, dealers are to replace both rear wheel knuckles. This service must be performed at no charge to the vehicle owner. © Copyright 2022 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner Letters are expected to be mailed the week of March 7, 2022. Dealers should repair any affected vehicles that experience an undesirable toe link ball joint noise after FSA 21S32 or 21S43, 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 Letters 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 2022 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 22N01 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement OASIS ACTIVATION OASIS will be activated on February 18, 2022. Vehicles will not show FSA 22N01 as active until one of the previous FSAs (21S32 or 21S43) has been completed and processed. 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 Affected title branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. 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 2022 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 22N01 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement 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 22N01 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 22N01 is the sub code. ▪ Customer Concern Code (CCC): C50 ▪ Condition Code (CC): 79 ▪ Causal Part Number: 5A972 ▪ 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. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 22N01 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement LABOR ALLOWANCES Description Labor Operation Labor Time Replace two (2) rear wheel knuckles – AWD 22N01B 2.9 Hours Replace two (2) rear wheel knuckles – FWD 22N01C 2.5 Hours Check alignment and, if necessary, adjust rear toe 22N01D 0.6 Hours PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site: To place an order for both rear wheel knuckles submit a VIN-specific Part Order contact via the SSSC Web Contact Site. Part Number Description Order Quantity Claim Quantity DB5Z-5B759-B Left Rear Knuckle 1 1 DB5Z-5B758-B Right Rear Knuckle 1 1 Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. Order the parts below through normal order processing channels: Part Number Description Order Quantity Claim Quantity -W712435-S439 Wheel Hub Nut (1 nut per side, 2 nuts per package) – AWD ONLY 1 2 -W710681-S439 Brake Caliper Bolts (2 bolts per side, 2 bolts per package) 2 4 -W708733-S439 Brake Disk Retainer Bolt (1 bolt per side, 4 bolts per package) 1 2 -W520213-S440 Rear Stabilizer Link Nut (1 nut per side, 2 nuts per package) 1 2 -W714033-S439 Shock Absorber Bolt (1 bolt per side, 4 bolts per package) 1 2 -W715419-S439 Trailing Arm, Toe Link Bolt (2 bolt per side, 4 bolts per package) 1 4 -W520516-S441 Trailing Arm, Toe Link Nut (2 nut per side, 1 nut per package) 4 4 -W715127-S439 Upper Control Arm, Lower Control Arm Bolt (2 bolts per side, 4 bolts per package) 1 4 -W520517-S440 Upper Control Arm, Lower Control Arm Nut (2 nuts per side, 4 nuts per package) 1 4 -W714516-S439 Wheel Hub Bolts (4 bolts per side, 4 bolts in a package) 2 8 -W715179-S439 Toe Link Bolt (1 bolt per side, 4 Bolts in each package) 1 2 To guarantee the shortest delivery time, an emergency order for parts must be placed. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 22N01 Certain 2011-2017 Model Year Explorer Vehicles Rear Wheel Knuckle Replacement 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. 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.

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 Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 March 2022 * * * IMPORTANT SAFETY RECALL * * * Safety Recall Notice 21S32 / NHTSA Recall 21V537 Customer Satisfaction Program 22N01 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford Motor Company has decided that a defect which relates to motor vehicle safety exists in your vehicle, with the VIN shown above. We apologize for this situation and want to assure you that, with your assistance, we will correct this condition. Our commitment, together with your dealer, is to provide you with the highest level of service and support. What is the issue? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. What is the risk? A rear toe link fracture may cause a loss of steering control, increasing the risk of a crash. What will Ford and your dealer do? Parts are now available to repair your vehicle. Ford Motor Company has authorized your dealer to install updated rear toe links free of charge (parts and labor) under the terms of 21S32. Additionally, for customers who receive the updated rear toe links under program 21S32 prior to July 31, 2023 and subsequently have a knocking noise coming from a rear suspension toe link ball joint. Ford Motor Company will provide a no-cost, one-time repair to both toe link ball joints under customer satisfaction program 22N01. Eligibility will expire six (6) months from the Repair Order date of 21S32. Completion of 21S32 automatically completes all prior Toe Link Field Service actions (16S18, 17S11, 18S43, 19S17, and 20S62) that may apply to your vehicle.  Copyright 2022 Ford Motor Company How long will it take? The time needed for Recall 21S32 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 should you do? Please call your dealer without delay and request a service date for Recall 21S32. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ford has not issued instructions to stop driving your vehicle under this safety recall. You should contact your dealer for an appointment to have your vehicle remedied as soon as practicable. You can continue to safely drive your vehicle. If you do not already have a servicing dealer, you can access ford.com/support for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this safety recall completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. Please note: Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. 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 have previously paid for a repair that addresses the issue described in this letter, you still need to have this recall performed to ensure the correct parts were used. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear toe link fracture. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer. Refund requests may also be sent directly to Ford Motor Company. To request your refund from Ford, send the refund request with all required documentation, including your original repair receipt (no photocopies), to Ford Motor Company at P.O. Box 6251, Dearborn, Michigan 48121-6251. Refund requests mailed to this address may take up to 60 days to process. Your original receipt will be returned to you.  Copyright 2022 Ford Motor Company Detailed information regarding eligibility for Ford’s reimbursement program and documentation requirements may be obtained by contacting the Ford Customer Relationship Center at 1-866-436-7332. 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 government regulations require that notification be sent to the last known owner of record. Our records are based primarily on state registration and title data, which indicate that you are the current owner. 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). If you are still having difficulty getting your vehicle repaired in a reasonable time or without charge, you may write the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 or call the toll free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153) or go to safercar.gov. Reference NHTSA Safety Recall 21V537. Thank you for your attention to this important matter. Ford Customer Service Division

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