23B37 – Turbo Hose Routing Inspection and Repair – 2023 Lincoln Aviator & Ford Explorer

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Ó 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 July 12, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair PROGRAM TERMS This program will be in effect through August 4, 2024. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Aviator 2023 Chicago December 18, 2022 through December 21, 2022 Explorer 2023 Chicago December 18, 2022 through December 21, 2022 US population of affected vehicles: 472. Affected vehicles are identified in OASIS and FSA VIN Lists. Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if required. See the EXCESS STOCK RETURN details in Attachment II for more information. REASON FOR THIS PROGRAM In the affected vehicles, the 3.0L turbo hoses may have been routed incorrectly over the engine oil cooler hose, which may result in a touch condition between the engine oil cooler hose and the crankshaft pulley. A touch condition can lead to a coolant leak resulting in a high temperature warning and a check engine light. If the engine overheats it could result in a loss of motive power. SERVICE ACTION Dealers are to verify that the turbo hose is routed correctly behind the engine oil cooler inlet hose. If misrouted, inspect oil cooler hose for damage. If damaged, follow instructions to correctly replace and route. If the part is misrouted but not damaged, follow instructions to correctly route but do not replace part. If routed correctly, no action needed. This service must be performed on all affected vehicles at no charge to the vehicle owner. To assist vehicle owners to have this repair completed when parts are available, dealers should: • Arrange for a mobile repair at the owner’s location for the inspection only, or: o Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs • Re-deliver the owner’s vehicle after repairs have been completed. • Pick-up and delivery, and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details. Ó Copyright 2023 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of July 31, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, 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 Attachment IV: Mobile Service Repair Assessment Attachment V: Mobile Repair/Vehicle Pickup and Delivery Record 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 Ó Copyright 2023 Ford Motor Company ATTACHMENT I Page 1 of 4 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair MOBILE SERVICE REPAIR ASSESSMENT LEVEL • All repairs in this program have the following assessment level. – Light Mobile Service MOBILE REPAIR RECOMMENDATIONS • Confirm with the customer a mobile repair is feasible. • Check OASIS before going to the customer’s home or business to confirm if any other outstanding FSA needs to be completed. • Transportation – due to the simplicity of this repair, a specialty vehicle is not required. MOBILE REPAIR ADDITIONAL INFORMATION Please ensure the technician brings the following to the mobile repair destination: • Printed Technical Instructions • Printed Repair/Work Order or any other necessary documentation as customer copy(s) o Documents could also be emailed to the customer. • Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended. • Recommended tools and cleaning supplies: N/A MOBILE REPAIR QUESTIONS AND ASSISTANCE • For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC contact ID#. • Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621. MOBILE REPAIR CLAIMING QUESTIONS Dealers participating in the Remote Experience Program: • Refer to Electronic Field Communication – EFC12071 2023 Remote Experience Program. Dealers NOT participating in the 2023 Remote Experience Program: • For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC contact ID#. • Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621. OASIS ACTIVATION OASIS will be activated on July 12, 2023. Ó Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 4 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 12, 2023. Owner names and addresses will be available by August 18, 2023. NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this program is a violation of law in several states, provinces, and countries. Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service action. SOLD VEHICLES • Owners of affected vehicles will be directed to dealers for repairs. • Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date. • Correct other affected vehicles identified in OASIS which are brought to your dealership. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Correct all affected units in your new vehicle inventory before delivery. • Use OASIS to identify any affected vehicles in your used vehicle inventory. BRANDED / SALVAGED TITLE VEHICLES Affected title-branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. PICK-UP AND DELIVERY- Participating Dealers Dealers participating in the Remote Experience Program: • Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. PICK-UP AND DELIVERY- Non-participating Dealers Dealers not participating in the 2023 Remote Experience Program for Pick-up & Delivery are authorized to claim unique services for completing this program. • Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up & delivery services. Refer to Labor Allowances for details. • Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation. Ó Copyright 2023 Ford Motor Company ATTACHMENT I Page 3 of 4 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair LINCOLN PICKUP AND DELIVERY • Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC12060, 2023 Lincoln Pickup & Delivery Updates 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 FSAs / 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 o Lincoln vehicles – 4 years or 50,000 miles • For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site before completing the repair. CLAIMS PREPARATION AND SUBMISSION • 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  Sub Code: 23B37  Customer Concern Code (CCC): L87  Condition Code (CC): 43  Causal Part Number: 18N344, 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 the same claim type and subcode as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC12060, 2023 Lincoln Pickup & Delivery Updates for details. Ó Copyright 2023 Ford Motor Company ATTACHMENT I Page 4 of 4 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair • Pickup & Delivery: o Dealers participating in the Remote Experience Program –  Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. o Dealers NOT participating in the Remote Experience Program –  Dealers are authorized to claim one-half labor hour per repair for vehicle pickup and delivery services.  Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation. • Mobile Repair: o Dealers participating in the Remote Experience Program –  Refer to Electronic Field Communication – EFC12071 2023 Remote Experience Program. o Dealers NOT participating in the Remote Experience Program –  Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers that are working with Ford-contracted mobile repair companies should refer to those companies for claiming instructions.  For dealer-performed mobile repairs, retain a copy of the Service Management signed record (see Attachment V), with the repair order documentation.  Claim the mobile repair allowance Labor Operation Code 23B37MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Attachment II). Ó Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair LABOR ALLOWANCES Description Labor Operation Labor Time In Dealership Repair Inspect turbo hose routing, pass. 23B37A 0.3 Hours Inspect turbo hose routing, fail. Disconnect hose, re-inspect for damage, passes, re-route hose. 23B37B 0.6 Hours Inspect turbo hose routing, fail. Disconnect hose, re-inspect for damage, fails, replace hose, do a complete coolant fill and bleed. 23B37C 1.2 Hours Mobile Service Repair Inspect turbo hose routing, pass. 23B37A 0.3 Hours Mobile Service: This allowance is only for non-eligible 2023 Remote Experience Program Dealers. Can be used when the repair takes place away from the dealership If Additional Time is Required Due to Travel, Please Submit an SSSC Approval Form 23B37MM 0.5 Hours Vehicle Pick-up and Delivery Allowance: This allowance is only for non-eligible 2023 Remote Experience Program Dealers. NOTE: This allowance is for dealer-performed vehicle pickup/ delivery for dealership repairs only. Can only be claimed once, regardless of outstanding FSAs repaired. 23B37PP 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Special Program Part Ordering: To place an order for heater water hose, submit a Special Program order in the DOW system. SSSC contact is not required to order K-Coded parts on this program. More information can be found in EFC 10642. Part Number Description Order Quantity Claim Quantity L1MZ-18N344-E Heater water hose 1 1 VC-13-G Anti-Freeze 1 gallon container, can repair 4 vehicles 1 .25 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 the latest prices, refer to DOES II. Ó Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 2 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 by all applicable local, state, and federal environmental protection and hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. EXCESS STOCK RETURN The excess stock returned for credit must have been purchased from Ford Customer Service Division by 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 dealer’s 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 of 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 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 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 CERTAIN 2023 MODEL YEAR AVIATOR AND EXPLORER VEHICLES EQUIPPED WITH 3.0L ENGINES — TURBO HOSE ROUTING INSPECTION AND REPAIR SERVICE PROCEDURE 1. Open the hood of the vehicle. 2. Locate and inspect the left hand (LH) oil cooler coolant hose. See Figure 1. A LH oil cooler coolant hose that routes in front of the charge air cooler (CAC) tube passes inspection. A LH oil cooler coolant hose that routes behind the CAC tube does not pass inspection. Did the LH oil cooler coolant hose pass inspection? PASS – This completes the Field Service Action (FSA) DOES NOT PASS – Proceed to Step 3. FIGURE 1 23159A OIL COOLER CAC TUBE LH OIL COOLER HOSE ROUTED BEHIND THE CAC TUBE LH OIL COOLER HOSE ROUTED INFRONT OF THE CAC TUBE FRONT OF VEHICLE ATTACHMENT III PAGE 2 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 3. Remove the air cleaner. Follow the Workshop Manual (WSM) procedures in Section 303-12. 4. Install hose locking pliers on the oil cooler coolant hoses. See Figure 2. FIGURE 2 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159B CAC TUBE FRONT OF VEHICLE OIL COOLER RH OIL COOLER COOLANT HOSE LH OIL COOLER COOLANT HOSE ATTACHMENT III PAGE 3 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 5. For Dealer Repair: Position the vehicle on a hoist. For Mobile Repair: Using a jack, raise the front of the vehicle and secure using jack stands. 6. Remove the engine front undershield. Follow the WSM procedures in Section 501-02. 7. Position a drain pan under the vehicle to catch any fluid. Disconnect the LH oil cooler coolant hose. See Figure 3. FIGURE 3 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159C OIL COOLER LH OIL COOLER COOLANT HOSE FRONT OF VEHICLE ATTACHMENT III PAGE 4 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 8. Position the LH oil cooler coolant hose from behind the CAC tube and lift it upwards. Inspect the highlighted area for any signs of rubbing or damage. See Figure 4. Was any signs of rubbing or damage present? YES – Proceed to Step 9. NO – Proceed to Step 15 on Page 7. FIGURE 4 PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159D FRONT OF VEHICLE LH OIL COOLER COOLANT HOSE ATTACHMENT III PAGE 5 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 10. Remove the hose locking pliers. See Figure 6. FIGURE 6 23159B CAC TUBE FRONT OF VEHICLE OIL COOLER RH OIL COOLER COOLANT HOSE LH OIL COOLER COOLANT HOSE 11. Drain the engine coolant system. Follow the WSM procedures in Section 303-03. 9.Connect the oiler cooler coolant hose to the oil cooler. See Figure 5. FIGURE 5 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159C OIL COOLER LH OIL COOLER COOLANT HOSE FRONT OF VEHICLE ATTACHMENT III PAGE 6 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 12. Replace the LH oil cooler coolant hose routing the oil cooler end of the hose over top of the CAC tube. See Figures 7 and 8. NOTE: Many items have been removed for clarity. FIGURE 7 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159E LH OIL COOLER COOLANT HOSE FRONT OF VEHICLE FIGURE 8 23159F STUD FOR MISSING NUT LH OIL COOLER COOLANT HOSE OIL COOLER CAC TUBE CAC TUBE ATTACHMENT III PAGE 7 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 13. Install the air cleaner. Follow the WSM procedures in Section 303-12. 14. Fill and bleed the engine coolant system. Follow the WSM procedures in Section 303-03. This completes the FSA. 15. Route the LH oil cooler coolant hose over top of the CAC tube and install the hose to the oil cooler. See Figure 9. FIGURE 9 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159F STUD FOR MISSING NUT LH OIL COOLER COOLANT HOSE OIL COOLER CAC TUBE CAC TUBE ATTACHMENT III PAGE 8 OF 8 CUSTOMER SATISFACTION PROGRAM 23B37 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 07/2023 16. Remove the hose locking pliers. See Figure 10. FIGURE 10 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23159B CAC TUBE FRONT OF VEHICLE OIL COOLER RH OIL COOLER COOLANT HOSE LH OIL COOLER COOLANT HOSE 17. Install the air cleaner. Follow the WSM procedures in Section 303-12. 18. Install the engine front undershield. Follow the WSM procedures in Section 501-02. 19. Top off the engine coolant. This completes the FSA. Ó Copyright 2023 Lincoln – A Ford Motor Company Brand Lincoln P. O. Box 1904 Dearborn, Michigan 48121 July 2023 Customer Satisfaction Program 23B37 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Lincoln, 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, it may be possible the 3.0L turbo hoses were routed incorrectly over the engine oil cooler hose. What is the effect? This may result in the Engine Oil Cooler Hose contacting the crankshaft pulley. This could lead to a coolant leak resulting in a high temperature warning and a check engine light. If the engine overheats it could result in a loss of motive power. What will Lincoln and your retailer do? In the interest of customer satisfaction, Lincoln has authorized your retailer to inspect and if necessary, replace and route the turbo hose free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until August 4, 2024, regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this repair is less than one-half day. However, due to service scheduling requirements, your retailer may need your vehicle for a longer period of time. What should you do? Please call your retailer without delay to schedule a service appointment for Customer Satisfaction Program 23B37. Provide the retailer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter. Lincoln owners affected by this recall have the option of requesting complimentary Pickup & Delivery service with a Lincoln vehicle for use during service. Please request Lincoln Pickup & Delivery through your retailer if you would like to take advantage of this option. If you do not already have a servicing retailer, you can access Lincoln.com/support for retailer addresses, maps, and driving instructions. Ó Copyright 2023 Lincoln – A Ford Motor Company Brand Lincoln wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through The Lincoln Way App. The app can be downloaded through the App Store or Google Play. In addition, there are other features such as controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. 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, which are based primarily on state registration and title data, indicate 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 retailer’s Service Manager for assistance. RETAIL OWNERS: If you have questions or concerns, please contact our Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you. If you wish to contact Lincoln, contact information is available at Lincoln.com/support. For the hearing impaired, call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00 AM – 8:00 PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00 AM – 11:00 PM and Saturday 7:00 AM – 5:00 PM (Eastern Time). Thank you for your attention to this important matter. Lincoln Ó Copyright 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 July 2023 Customer Satisfaction Program 23B37 Mr. John Sample 123 Main Street Anywhere, USA 12345 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, it may be possible the 3.0L turbo hoses were routed incorrectly over the engine oil cooler hose. What is the effect? This may result in the Engine Oil Cooler Hose contacting the crankshaft pulley. This could lead to a coolant leak resulting in a high temperature warning and a check engine light. If the engine overheats it could result in a loss of motive power. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to inspect and if necessary, replace and route the turbo hose free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until August 4, 2024, regardless of mileage. Coverage is automatically transferred to subsequent owners. 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 should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 23B37. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. 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 service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. Ó Copyright 2023 Ford Motor Company 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. 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, which are based primarily on state registration and title data, 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: 8:00 AM – 8:00 PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00 AM – 11:00 PM and Saturday 7:00 AM – 5:00 PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division Attachment IV Page 1 of 2 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair Mobile Service Repair Assessment Assessment levels have been identified to help determine the ease of performing eligible mobile service repairs for a Field Service Action (FSA) outside of the dealership service facility. Dealer Bulletin Within Attachment I of the dealer bulletin a mobile service repair assessment level(s) will be provided. These assessment levels have been determined using the amount of time, equipment and labor identified to perform the intended service action. Assessment Levels – Mobile Reprogramming – Light Mobile Service – Enhanced Mobile Service – Advanced Mobile Service – Wheel and Tire Mobile Service – Not Mobile Service Eligible Description of each level that is used to determine the overall assessment. – Mobile Reprogramming • Module Programming or similar type services • Minimum tools maybe required other than an IDS/FDRS setup • FDRS programming that requires internet connection (wi-fi or mobile hotspot) • Make sure vehicle has a charge port to ensure battery voltage is maintained during flashing of the module(s) • Repairs not greater than 1 hour in length (including time to wait for programming) Note: The location will need a charging station or wall box to maintain the 12-volt battery. – Light Mobile Service • Interior repair procedures that do not require seat, dash, or headliner removal • Under hood repairs that do not require large component removal • Exterior repairs that do not require large component/panel removal • Repairs may require standard hand tools (Access to a Technician starter kit or similar) Attachment IV Page 2 of 2 Customer Satisfaction Program 23B37 Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines Turbo Hose Routing Inspection and Repair – Enhanced Mobile Service • A two-person process is required anytime a procedure requires work under the vehicle • Brake Inspection and Brake Repair/Replacement • Limited Suspension Component replacement (no alignment) • Under Vehicle access for limited repairs (no large component removal) • Vehicle Check Up – VCU • Pre-Delivery Inspection – PDI • Used Car Inspection/Presale Inspection • May require floor jack, jack stands, and impact tools Note: Wheel lock may be required. – Advanced Mobile Service • Fluid Exchange/Oil Change • Light Repairs • Brake Hydraulic Repairs – Wheel and Tire Mobile Service • Tire Removal from Wheel • Tire Balancing • Tire Repair Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire Changer required. – Not Mobile Service Repair Eligible • Large component removal • BEV Battery Replacement • Requires a vehicle hoist – to complete the repair (more than inspection) • Required vehicle alignment • Requires significant vehicle disassembly • Repairs greater than 2-3 hours • Any repairs that require M-Time • Includes a service procedure where the vehicle owner may be distressed about the state of their vehicle

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