23B52 – Incorrect Lug Wrench – 2023 Ford F-250-F-600

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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 September 18, 2023
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 23B52 Certain 2023 Model Year F-250 – F-600 Single Rear Wheel (SRW) Series Vehicles Incorrect Lug Wrench
PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2024, to encourage dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists’ names and address to contact customers with affected vehicles. FSA VIN Lists are expected to be available September 18, 2023.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates F-250 – F-600 2023 Kentucky Truck Plant March 16, 2022 through June 2, 2023 US population of affected vehicles: 44,699 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 Labor Allowances and Parts Ordering Information for more information.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the provided tool kit lug wrench may not engage the standard lug nut.
SERVICE ACTION
Dealers are to remove and replace the lug wrench from the tool kit. 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, 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. OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of September 25, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair Record
• Owner Notification Letter
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 Customer Satisfaction Program 23B52
Administrative Information
Page 1 of 3 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.
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 September 30, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 30, 2023. Owner names and addresses will be available by September 30, 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. © Copyright 2023 Ford Motor Company Administrative Information
Page 2 of 3 Customer Satisfaction Program 23B52 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 branded / salvaged title vehicles are 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 September 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. Non- covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with providing customers with a lug wrench.
RENTAL VEHICLES
Rental vehicles are 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 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 F-650/F-750 trucks – 2 years, regardless of miles driven
• 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 Customer Satisfaction Program 23B52
Administrative Information
Page 3 of 3 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: 23B52
▪ Customer Concern Code (CCC): TC8 (Incorrect lug nut size)
▪ Condition Code (CC): 16
▪ Causal Part Number: 17032, 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.
• Refunds: Submit refunds on a separate repair line.
– Program Code: 23B52 – 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.
• 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 Repair Procedure Improvement & Revised Labor Time), with the repair order documentation.
▪ Claim the mobile repair allowance Labor Operation Code 23B52MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Labor Allowances and Parts Ordering Information). © Copyright 2023 Ford Motor Company Labor Allowances and Parts Ordering Information
Page 1 of 2 Customer Satisfaction Program 23B52 LABOR ALLOWANCES
Description Labor Operation Labor Time
Remove and replace the lug wrench from the tool kit 23B52B 0.2 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
PARTS REQUIREMENTS / ORDERING INFORMATION 23B52MM 0.5 Hours Part Number HC3Z-17032-A Description Lug Wrench Order Quantity
1 Claim Quantity
1 Order your parts requirements through normal order processing channels. 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. 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. © Copyright 2023 Ford Motor Company Labor Allowances and Parts Ordering Information
Page 2 of 2 Customer Satisfaction Program 23B52 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.). Please visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY PARTS RETURN for the latest Immediate Scrap List information.
• 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 23B52 Mr. John Sample
123 Main Street
Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 September 2023 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? Your vehicle came equipped with a lug wrench as part of your tool kit. It may be possible that the supplied lug wrench will not engage with the standard wheel lug nuts properly. What is the effect? This may result in the inability to remove the lug nuts on vehicles equipped with steel wheels or properly tighten the lug nuts on vehicles equipped with steel spare wheels. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to replace your current lug wrench free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until September 30, 2024, regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this replacement is less than an hour. 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 23B52. 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. Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action © Copyright 2023 Ford Motor Company performed on a timely basis. Therefore, please have this service action performed as soon as possible. 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).
(Op) MOTORHOME OWNERS: If you have questions or concerns, please contact our Motorhome Customer Assistance Center toll-free at
1-866-906-9811. Representatives are available 24 hours a day. Thank you for your attention to this important matter. Ford Customer Service Division © Copyright 2023 Ford Motor Company Customer Satisfaction 23B52 MOBILE REPAIR VIN received (check one): Mobile Repair
As outlined below for the 23B52 Field Service Action program. Mobile Repair – Date: Mobile Repair Record
Page 1 of 1 Repair Order # Repair Order Date Service Manager Signature Date Recall 23B52
Mobile Service Repair Assessment
Page 1 of 2 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 a Mobile Service Repair 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) Recall 23B52
Mobile Service Repair Assessment
Page 2 of 2 – 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 a Mobile Service Repair
• 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 TECHNICAL INSTRUCTIONS
PAGE 1 OF 3 CUSTOMER SATISFACTION PROGRAM 23B52 CERTAIN 2023 MODEL YEAR SUPER DUTY VEHICLES — LUG WRENCH REPLACEMENT SERVICE PROCEDURE This procedure is different from the Workshop Manual (WSM). Follow Technical Instructions carefully. NOTE: The rear seat cushion must be unlocked to perform this step if the vehicle had rear under seat storage. 1. Raise the rear Left Hand (LH) seat cushion. See Figure 1. FIGURE 1 23389A CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 2 OF 3 CUSTOMER SATISFACTION PROGRAM 23B52 2. Remove the tire service kit retainer and the tire service kit from the mounting stud. See Figure 2. TIRE SERVICE KIT TIRE SERVICE KIT RETAINER 3. Open the tire service kit flap. See Figure 3. FIGURE 2 23389B TIRE SERVICE KIT FLAP CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 FIGURE 3 23389C ECHNICAL INSTRUCTIONS
AGE 3 OF 3 CUSTOMER SATISFACTION PROGRAM 23B52
CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023
4. Remove and discard the tire service kit lug wrench. See Figure 4.
FIGURE 4
23389D
LUG WRENCH
TIRE SERVICE KIT
5. Install the new lug wrench by reversing the removal procedure. This completes the FSA. NOTE: The tire service kit’s felt bag flap should be in the same orientation as shown in Figure 2. 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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