22N17 – Power Window Switch Chrome Tip Replacement – 2020 Ford Escape & Explorer

SEOCONTENT-START

 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 May 16, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement PROGRAM TERMS This program provides a no-cost, one-time repair (if needed) to the power window switch chrome tips 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, the one-time repair will last through November 30, 2023. Coverage is automatically transferred to subsequent owners. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates Escape 2020 Louisville November 13, 2018 through December 22, 2020 Explorer 2020 Chicago October 19, 2018 through September 27, 2020 US population of affected vehicles: 515,379. Affected vehicles are identified in OASIS. REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR In the affected vehicles, one or more power window switch chrome tips may peel or separate and expose a sharp edge. SERVICE ACTION If an affected vehicle exhibits this condition, dealers are to replace all seven power window switch chrome tips on the vehicle. This service must be performed at no charge to the vehicle owner. OWNER NOTIFICATION MAILING SCHEDULE Owner Letters are expected to be mailed the week of May 29, 2023. Dealers should repair any affected vehicles that experience power window switch chrome tips peeling, 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 Owner Notification Letters  Copyright 2023 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, Stacy L. Balzer  Copyright 2023 Ford Motor Company ATTACHMENT I Page 1 of 3 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement 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: o Diagonal / Side cutters MOBILE REPAIR QUESTIONS AND ASSISTANCE 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: Mobile Repair not supported. MOBILE SERVICE REPAIR ASSESSMENT LEVEL • All repairs in this program have the following assessment level. • – Light Mobile Service OASIS ACTIVATION OASIS will be activated on May 16, 2023. 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.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 3 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement 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 November 30, 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 replacement of the window switch assembly due to chrome peeling on the switch tip. RENTAL VEHICLES The use of rental vehicles is not approved for this program. PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers). Dealers participating in the Remote Experience Program: • Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. Dealers not participating in the 2023 Remote Experience Program for Pick-up & Delivery: Pick-up & Delivery is not supported. ADDITIONAL REPAIR (LABOR 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 before completing the repair.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 3 of 3 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip 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 22N17 if the vehicle is still within time and mileage limits. • 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. • 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: 22N17  Customer Concern Code (CCC): G07 (Window opening/closing troubles-power)  Condition Code (CC): 91 (Burrs, Sharp Edges)  Causal Part Number: 14529, 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. • Refunds: Submit refunds on a separate repair line. – Program Code: 22N17 – 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. • Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. • Mobile Repair: Refer to Electronic Field Communication – EFC12071 2023 Remote Experience Program.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement LABOR ALLOWANCES Description Labor Operation Labor Time Replace all 7 power window chrome tips 22N17B 0.3 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Order the parts below through normal order processing channels: Part Number Description Order Quantity Claim Quantity LB5Z-14A268-AB Window Switch Chrome Tip (7 required, 7 per pkg.) 1 7 To guarantee the shortest delivery time, an emergency order for parts must be placed. DEALER PRICE For the 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 by all applicable local, state, and federal environmental protection and hazardous material regulations. 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 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.).  Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued) • 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.  Copyright 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 Customer Satisfaction Program 22N17 Mr. John Sample 123 Main Street Anywhere, USA 12345 May 2023 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, one or more of the power window switch chrome tips may peel or separate. What is the effect? If the window switch chrome tip peels or separates, it may result in an exposed sharp edge. This one-time repair of power window switch chrome tip is available for 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 one-time repair offer will last through November 30, 2023. Coverage is automatically transferred to subsequent owners. What will Ford and your dealer do? If your vehicle’s power window switch chrome tips require replacement due to peeling or separating and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace all seven power window chrome tips free of charge (parts and labor). This is a one-time repair program. How long will it take? If the components mentioned above require 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. What should you do? You do not need to return to your dealer for this repair unless you have one or more of the power window switch chrome tips peeling or separating. Please keep this letter as a reminder of the one-time repair offer for your power window switch chrome tips. If any of the power window switch chrome tips requires 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  Copyright 2023 Ford Motor Company What should you do? (continued) service appointment for Customer Satisfaction Program 22N17. 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. 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 services related to repair description. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before November 30, 2023. 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. 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). As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty. Ford Customer Service Division ATTACHMENT III PAGE 1 OF 3 CUSTOMER SATISFACTION PROGRAM 22N17 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 STUD FOR MISSING NUT STUD FOR DO NOT CUT BEYOND 22032A FIGURE 1 CERTAIN 2020 MODEL YEAR ESCAPE AND EXPLORER VEHICLES — POWER WINDOW SWITCH CHROME TIP REPLACEMENT SERVICE PROCEDURE NOTE: A video of the service procedure can be found by clicking the video icon. 1. Are any of the window switch chrome tips peeling? • YES – Proceed to Step 2. • NO – This recall does not apply. 2. Using a pair of diagonal cutting pliers, cut halfway through the chrome tip taking care to not damage the black painted part of the window switch assembly. See Figure 1. NOTE: If the black painted part of the window switch assembly is damaged the window switch assembly must be replaced. Please follow the Workshop Manual (WSM) procedures in Section 501-11. NOTE: Passenger side window switch assembly shown, all other window switch assemblies similar. ATTACHMENT III PAGE 2 OF 3 CUSTOMER SATISFACTION PROGRAM 22N17 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 22032D INCORRECT CORRECT CONTACT POINT FIGURE 2 NOTE: The diagonal cutting pliers must be inserted at a 90° angle to the window switch assembly to prevent damage to the window switch assembly. See Figure 2. NOTE: Passenger side window switch assembly shown, all other window switch assemblies similar. 3. Using the diagonal cutting pliers remove the chrome tip. See Figure 3. NOTE: Drivers side window switch assembly shown, all other window switch assemblies similar. STUD FOR MISSING NUT 22032B FIGURE 3 ATTACHMENT III PAGE 3 OF 3 CUSTOMER SATISFACTION PROGRAM 22N17 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 4. Visually confirm no broken or loose parts are left inside the window switch assembly. 5. Align the new window switch tip with the window switch assembly, and press firmly until the new window switch tip locks into place. See Figure 4. NOTE: Passenger side window switch assembly shown, all other window switch assemblies similar. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 22032C FIGURE 4 6. Repeat steps 1-5 for all other window switch assemblies. 7. Cycle all the windows up and down a couple of times to make sure no debris is affecting the functionality of the window switches. 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. Attachment IV Page 1 of 2 Customer Satisfaction Program 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement Mobile Service Repair Assessment The following assessment will be used to indicate how mobile friendly a program is. Dealer Bulletin This system may be broken down by labor operations or models. If the program has an inspection followed by a potential repair, then the assessment level will be broken down into an inspection assessment level and a repair assessment level to show the mobile friendliness of the repair on the vehicle. If the program has multiple repair options (determined by model, model year or options) then the assessment level will also be determined by the options to show the mobile friendliness of the repair on the vehicle. Assessment Levels – Mobile Reprogramming – Light Mobile Service – Enhanced Mobile Service – Advanced Mobile Service – Wheel and Tire Mobile Service – Not Mobile Service Capable 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 22N17 Certain 2020 Model Year Escape and Explorer Vehicles Power Window Switch Chrome Tip Replacement – Enhanced Mobile Service • Anytime a procedure requires work under the vehicle to have a two-person process • 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 maybe 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 Capable • 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

**************************************************************************************************************

**************************************************************************************************************

SEOCONTENT-END