February 8, 2024 NHTSA CAMPAIGN NUMBER: 24V091000
Fastener Connecting Knuckle and Strut May Be Loose
A loose or missing connection between the knuckle and strut can cause improper tire alignment, resulting in a steering pull or require increased steering effort. Additionally, the brake hose may contact the tire and become damaged, resulting in a brake fluid leak and a loss of braking ability. Either of these scenarios can increase the risk of a crash.
NHTSA Campaign Number: 24V091
Manufacturer Ford
Motor Company
Components SUSPENSION, STEERING
Potential Number of Units Affected 118
Summary
Ford Motor Company (Ford) is recalling certain 2023 Explorer vehicles. The right-front lower fastener connecting the steering knuckle and strut may be loose or missing.
Remedy
Dealers will inspect the fasteners, and tighten or install them as necessary, free of charge. Owner notification letters are expected to be mailed March 04, 2024. Owners may contact Ford customer service at 1-866-436-7332. Ford’s number for this recall is 24S04.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.nhtsa.gov.
Check if your Vehicle has a Recall
February 12, 2024
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 24S04
Certain 2023 Model Year Explorer
Missing or Improperly Torqued Strut Bolt
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Explorer | 2023 | Chicago Assembly Plant | December 19, 2023 |
US population of affected vehicles: 118. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS SAFETY RECALL
In some of the affected vehicles, the right front lower knuckle-to-strut fastener may be missing or improperly torqued.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to inspect for the presence of the right front knuckle-to-strut fasteners. If the fasteners are present, dealers will check that the fasteners are torqued to the proper specification. If fasteners are missing or improperly torqued, new fasteners will be installed and torqued according to specification. This service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
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:
- Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs (rentals are authorized – see Rental Vehicles) o Re-deliver the owner’s vehicle after repairs have been completed.
- Pick-Up & Delivery, towing and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.
OWNER NOTIFICATION AND MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 4, 2024. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $27,168 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- All repairs in this program have the following assessment level.
– Enhanced 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 specialty tools: minimum two people required, floor jack, and jack stands.
SOLD VEHICLES
- Ford has not issued instructions to stop selling/delivering or driving used vehicles under this safety recall. Owners should contact their dealers for an appointment to have their vehicles remedied as soon as practicable.
- 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.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental company from selling, renting, or leasing vehicles subject to a safety or compliance recall. Please consult your legal counsel for legal advice.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this recall.
OWNER REFUNDS
- This safety recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle.
- Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed before the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at PO Box 6251, Dearborn, MI 48121-6251.
- Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. 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 damage caused from loose or missing front right hand strut bolt.
RENTAL VEHICLES
With proper dealer parts ordering and service appointment scheduling, rental vehicles should not be required. However, if you have a unique owner circumstance that may require a rental vehicle, please contact the SSSC via the SSSC Web Contact Site.
TOWING
If towing is required, dealers are authorized to claim up to a maximum value of $250 to provide towing services for this program.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
- Ford Dealers – Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 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.
PARTS REQUIREMENTS / ORDERING INFORMATION
Less than 10% of the affected vehicle population is expected to require a strut bolt and nut replacement.
CERTAIN 2023 MODEL YEAR EXPLORER VEHICLES — RIGHT FRONT KNUCKLE-TO-STRUT BOLT INSPECTION
SERVICE PROCEDURE
NOTE: If you do not have the special tools referenced in the Workshop Manual (WSM) to perform the FSA repair, please contact 1-800 ROTUNDA and choose option 3 to place an order.
1. Remove right hand (RH) front tire. Follow the Workshop Manual (WSM) procedures in Section 204-04A.
2. Inspect the front knuckle-to-strut bolts on the RH sides of the vehicle. See Figure 1. Is either of the front knuckle-to-strut bolts missing?
YES – Proceed to Step 4.
NO – Proceed to Step 3.
NOTE: Do not attempt to torque the bolt head as the bolt is splined.
3. Using a clicker or digital type torque wrench set at 166 lb.ft (225 Nm), check the torque of the RH front knuckle-to-strut bolts nuts. See Figure 2. Did either of the front lower strut nuts move before the torque wrench actuated?
YES – Remove and discard the affected front knuckle-to-strut bolts bolt(s) and nut(s). Proceed to Step 4.
NO – Install the RH front tire. Follow the WSM procedures in Section 204-04A. This completes the FSA.
4. Inspect around the outside area and inside of the wheel knuckle-to-lower strut bolt hole(s) with the affected bolt(s). See Figure 3, Was there any sign of damage to the wheel knuckle-to-lower strut bolt hole(s)?
YES – Submit a photo of the damage to the wheel knuckle-to-lower strut bolt hole(s) and contact the Special Service Support Center (SSSC).
NO – Proceed to Step 5.
NOTE: Bottom bolt shown, upper bolt similar.
NOTE: The new bolt being installed could be either the top, bottom or both depending on the inspection results from prior steps.
5. Install the new front lower strut bolt(s) and nut(s). See Figure 4.
- Torque: 166 lb.ft (225 Nm)
6. Install the RH front tire. Follow the WSM procedures in Section 204-04A. This completes the FSA.
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.
Chronology :
On January 9, 2024, Ford’s Critical Concern Review Group (CCRG) opened an investigation into a report of a missing fastener attaching the knuckle-to-strut on a 2023 MY Explorer vehicle. The Plant Vehicle Team (PVT) at the Chicago Assembly Plant (CAP) identified this issue during a daily warranty claim review. Ford confirmed the primary double spindle fixture tool which secures the right front knuckle-to-strut fasteners was offline for repairs for 121 Explorer rotations on December 19, 2023. Of the 121 Explorer rotations, Ford confirmed the fasteners were in place for 2 vehicles and 1 vehicle was fixed at the dealer. CCRG confirmed that this backup tool process did not affect Aviator vehicles because those vehicles do not utilize the same knuckle-to-strut joint and a different process is used to secure the right front corner.
As of January 24, 2024, Ford is aware of one warranty claim related to this concern. Ford has not identified any VOQs related to this condition.
On February 2, 2024, Ford’s Field Review Committee reviewed the concern and approved a field action.
Ford is not aware of any reports of accident or injury related to this condition.
1 Affected Product
Vehicle
| MAKE | MODEL | YEAR |
| FORD | EXPLORER | 2023 |
3 Associated Documents
Recall 573 Report
RCLRPT-24V091-8744.PDF 215.427KB
Recall Acknowledgement
RCAK-24V091-2719.pdf 645.566KB
Manufacturer Notices(to Dealers,etc)
RCMN-24V091-8663.pdf 1248.975KB
Latest Recalls Documents
For the Latest and Most recent Recall Information Visit the link below…
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SEOCONTENT-START
OMB Control No.: 2127-0004
Part 573 Safety Recall Report 24V-091
The information contained in this report was submitted pursuant to 49 CFR §573
Manufacturer Name : Submission Date :
Ford Motor Company FEB 08, 2024 NHTSA Recall No. : 24V-091 Manufacturer Recall No. : 24S04 Manufacturer Information :
Manufacturer Name : Ford Motor Company Address : 330 Town Center Drive
Suite 500 Dearborn MI 48126-2738
Company phone : 1-866-436-7332
Population :
Number of potentially involved : 118 Estimated percentage with defect : 1 %
Vehicle Information : Vehicle 1 : 2023-2023 FORD EXPLORER
Vehicle Type : LIGHT VEHICLES Body Style : ALL Power Train : NR
Descriptive Information : In the affected vehicles, the right front lower knuckle-to-strut fasteners may not have been installed or torqued
to specification during assembly. Ford’s team reviewed plant records to determine the population of affected
vehicles.
These vehicles are not produced in VIN order. Information as to the applicability of this action to specific
vehicles can best be obtained by either calling Ford’s toll-free line (1-866-436-7332) or by contacting a local
Ford or Lincoln dealer who can obtain specific information regarding the vehicles from the Ford On-line
Automotive Service Information System (OASIS) database.
Production Dates : DEC 19, 2023 – DEC 19, 2023
VIN Range 1 : Begin : NR End : NR Not sequential Description of Defect :
Description of the Defect : The right front lower knuckle-to-strut fastener may be missing or improperly torqued.
FMVSS 1 : NR FMVSS 2 : NR
Description of the Safety Risk : In the event of a missing lower knuckle-to-strut fastener, the tire can
experience a change in camber.
Customers may notice a change in steering effort or a steering pull resulting
from this condition. A sudden Part 573 Safety Recall Report 24V-091 Page 2 change in steering control increases the risk of a crash. Additionally, if the brake hose contacts the tire,
knuckle, or strut, this can cause abrasion damage and a brake fluid leak. A brake fluid leak can result in
extended braking distances or a loss of braking, increasing the risk of a crash.
Description of the Cause : The double spindle fixture tool (the primary tool), which secures the right front knuckle-to-strut fasteners was
offline for repairs. The primary tool normally records the torque and will identify any vehicles with missed
torque operations. The calibrated clicker wrench (the backup tool) that was in place did not record torque and
was unable to identify missed torque operations. Identification of Any Warning
that can Occur : Customers may visually detect a tire leaning inwards at the top. Customers may notice a change in steering
effort or a steering pull resulting from this condition. If the tire contacts the strut or spring seat, this could result
in abrasion damage and may be accompanied by a burning smell. Involved Components : Component Name 1 : Knuckle-to-strut Nut Component Description : Knuckle-to-strut Nut Component Part Number : W520517-S440 Component Name 2 : Knuckle-to-strut Bolt Component Description : Knuckle-to-strut Bolt Component Part Number : W715932-S339 Supplier Identification : Component Manufacturer
Name : Ford Motor Company Address : 1 American Road
Dearborn Michigan 48126
Country : United States The information contained in this report was submitted pursuant to 49 CFR §573 Part 573 Safety Recall Report 24V-091 Page 3 Chronology :
On January 9, 2024, Ford’s Critical Concern Review Group (CCRG) opened an investigation into a report of a missing fastener attaching the knuckle-to-strut on a 2023 MY Explorer vehicle. The Plant Vehicle Team (PVT) at the Chicago Assembly Plant (CAP) identified this issue during a daily warranty claim review. Ford confirmed the primary double spindle fixture tool which secures the right front knuckle-to-strut fasteners was offline for repairs for 121 Explorer rotations on December 19, 2023. Of the 121 Explorer rotations, Ford confirmed the fasteners were in place for 2 vehicles and 1 vehicle was fixed at the dealer. CCRG confirmed that this backup tool process did not affect Aviator vehicles because those vehicles do not utilize the same knuckle-to-strut joint and a different process is used to secure the right front corner.
As of January 24, 2024, Ford is aware of one warranty claim related to this concern. Ford has not identified any VOQs related to this condition.
On February 2, 2024, Ford’s Field Review Committee reviewed the concern and approved a field action. Ford is not aware of any reports of accident or injury related to this condition. Description of Remedy :
Description of Remedy Program : Owners will be notified by mail and instructed to take their vehicle to a
Ford or Lincoln dealer to have a visual
inspection for the presence of the upper and lower knuckle-to-strut fasteners. If fasteners are present, the
dealer will verify torque according to specification. If fasteners are missing or are improperly torqued, new
fasteners will be installed and torqued according to specification. There will be no charge for this service.
Ford provided the general reimbursement plan for the cost of remedies paid for by vehicle
owners prior to notification of a safety recall in May 2023.
Ford will forward a copy of the notification letters to dealers to the agency when available. How Remedy Component Differs from Recalled Component : Identify How/When Recall Condition was Corrected in Production : The fasteners (component part numbers W520517-S440 and W715932-
S339) securing the right hand lower
knuckle-to-strut will be properly installed and torque to specification. Not required per 49 Part 573. Recall Schedule :
Description of Recall Schedule : Notification to dealers is expected to occur on February 12, 2024. Mailing
of owner notification letters is
expected to begin March 04, 2024 and is expected to be completed by March 08, 2024.
Planned Dealer Notification Date : FEB 12, 2024 – FEB 12, 2024
Planned Owner Notification Date : MAR 04, 2024 – MAR 08, 2024 The information contained in this report was submitted pursuant to 49 CFR §573 Part 573 Safety Recall Report 24V-091
Page 4
The information contained in this report was submitted pursuant to 49 CFR §573
* NR – Not Reported
**************************************************************************************************************
Ó Copyright 2024 Ford Motor Company
Stacy L. Balzer Ford Motor Company
Director PO Box 1904
Service Engineering Operations Dearborn, Michigan 48121
Ford Customer Service Division
February 12, 2024
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 24S04
Certain 2023 Model Year Explorer
Missing or Improperly Torqued Strut Bolt
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Explorer 2023
Chicago
Assembly Plant
December 19, 2023
US population of affected vehicles: 118. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS SAFETY RECALL
In some of the affected vehicles, the right front lower knuckle-to-strut fastener may be missing or
improperly torqued.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to
inspect for the presence of the right front knuckle-to-strut fasteners. If the fasteners are present,
dealers will check that the fasteners are torqued to the proper specification. If fasteners are missing
or improperly torqued, new fasteners will be installed and torqued according to specification. This
service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle
storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
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:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs (rentals are
authorized – see Rental Vehicles)
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-Up & Delivery, towing and mobile service should be made available for all customers.
Refer to the Rental and Claiming sections for further details.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 4, 2024. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to
the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of
up to $27,168 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
ATTACHMENTS
• Administrative Information
Ó Copyright 2024 Ford Motor Company
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• Owner Notification Letters
• Recall Reimbursement Plan
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 2024 Ford Motor Company
Administrative Information
Page 1 of 5
Safety Recall 24S04
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level.
– Enhanced 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 specialty tools: minimum two people required, floor jack, and jack stands.
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.
OASIS ACTIVATION
OASIS will be activated on February 12, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 12,
2024. Owner names and addresses will be available by March 15, 2024.
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 recall 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 recall.
SOLD VEHICLES
• Ford has not issued instructions to stop selling/delivering or driving used vehicles under this
safety recall. Owners should contact their dealers for an appointment to have their vehicles
remedied as soon as practicable.
• 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.
Ó Copyright 2024 Ford Motor Company
Administrative Information
Page 2 of 5
Safety Recall 24S04
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.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental
company from selling, renting, or leasing vehicles subject to a safety or compliance recall. Please
consult your legal counsel for legal advice.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this recall.
OWNER REFUNDS
• This safety recall must still be performed, even if the owner has paid for a previous
repair. Claiming a refund will not close the recall on the vehicle.
• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the
repair was performed before the date indicated in the reimbursement plan, which is posted
with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at
their option, directly through Ford Motor Company at PO Box 6251, Dearborn, MI 48121-6251.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the end date specified in the reimbursement
plan. 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 damage caused from loose or
missing front right hand strut bolt.
RENTAL VEHICLES
With proper dealer parts ordering and service appointment scheduling, rental vehicles should not be
required. However, if you have a unique owner circumstance that may require a rental vehicle, please
contact the SSSC via the SSSC Web Contact Site.
Ó Copyright 2024 Ford Motor Company
Administrative Information
Page 3 of 5
Safety Recall 24S04
TOWING
If towing is required, dealers are authorized to claim up to a maximum value of $250 to provide towing
services for this program.
MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Ford Dealers – refer to EFC14125, 2024 Remote Experience Program.
• Lincoln Retailers – refer to EFC14164, 2024 Remote Experience Program.
Dealers NOT participating in the 2024 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.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers – Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 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.
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
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before completing the repair.
Ó Copyright 2024 Ford Motor Company
Administrative Information
Page 4 of 5
Safety Recall 24S04
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
24S04 is the subcode.
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.
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under the Miscellaneous Expense code
RENTAL.
• Refunds: Submit refunds on a separate repair line.
– Program Code: 24S04 – 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.
• Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.
• Mobile Repair:
o Dealers participating in the Remote Experience Program –
Ford Dealers – refer to EFC14125, 2024 Remote Experience Program.
Lincoln Retailers – refer to EFC14164, 2024 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 24S04MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).
Ó Copyright 2024 Ford Motor Company
Administrative Information
Page 5 of 5
Safety Recall 24S04
CLAIMS PREPARATION AND SUBMISSION (Continued)
• Provision for Towing:
o Dealers are authorized to claim up to a maximum value of $250 to provide towing services
for completing this program, submit on the same line as the repair.
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $250.00
Ó Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 3
Safety Recall 24S04
LABOR ALLOWANCES
Description Labor Operation Labor Time
In Dealer – Inspect Both RH Front Strut Bolts – Passes
Inspection
24S04A 0.3 Hours
In Dealer – Inspect RH Side Lower Strut Bolts – Does Not
Pass Inspection, remove affected bolt(s), Inspect for
damage, pass, install new bolt(s) and nut(s), and torque
24S04B 0.4 Hours
Mobile Service -Inspect RH Side Lower Strut Bolts – Passes
Inspection
This allowance is only for non-eligible 2024 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
24S04C 0.4 Hours
Mobile Service – Inspect RH Side Lower Strut Bolts – Does
Not Pass Inspection, remove affected bolt(s), Inspect for
damage, pass, install new bolt(s) and nut(s), and torque
This allowance is only for non-eligible 2024 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
24S04D 0.8 Hours
Mobile Service:
This allowance is only for non-eligible 2024 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
(Can only be used with C or D)
24S04MM 0.5 Hours
Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2024 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle Pick-
Up & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.
24S04PP 0.5 Hours
Ó Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 2 of 3
Safety Recall 24S04
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number Description
Order
Quantity
Claim
Quantity
W715932-S439 Strut Bolt 1 Up to 2
W520517-S440 Strut Bolt Nut 1 Up to 2
Order your parts through normal order processing channels. To guarantee the shortest delivery time,
an emergency order for parts must be placed.
Less than 10% of the affected vehicle population is expected to require a strut bolt and nut
replacement.
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.
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 of 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.
Ó Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 3 of 3
Safety Recall 24S04
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.
TECHNICAL INSTRUCTIONS
PAGE 1 OF 4
SAFETY RECALL 24S04
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2024
CERTAIN 2023 MODEL YEAR EXPLORER VEHICLES — RIGHT FRONT
KNUCKLE-TO-STRUT BOLT INSPECTION
SERVICE PROCEDURE
NOTE: If you do not have the special tools referenced in the Workshop Manual (WSM) to perform the
FSA repair, please contact 1-800 ROTUNDA and choose option 3 to place an order.
1. Remove right hand (RH) front tire. Follow the Workshop Manual (WSM) procedures in
Section 204-04A.
2. Inspect the front knuckle-to-strut bolts on the RH sides of the vehicle. See Figure 1. Is either of the
front knuckle-to-strut bolts missing?
YES – Proceed to Step 4.
NO – Proceed to Step 3.
FIGURE 1
STUD FOR
24010A
FRONT OF
VEHICLE
FRONT RH
KNUCKLE-TO-STRUT BOLTS
TECHNICAL INSTRUCTIONS
PAGE 2 OF 4
SAFETY RECALL 24S04
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2024
NOTE: Do not attempt to torque the bolt head as the bolt is splined.
3. Using a clicker or digital type torque wrench set at 166 lb.ft (225 Nm), check the torque of the RH front
knuckle-to-strut bolts nuts. See Figure 2. Did either of the front lower strut nuts move before the torque
wrench actuated?
YES – Remove and discard the affected front knuckle-to-strut bolts bolt(s) and nut(s).
Proceed to Step 4.
NO – Install the RH front tire. Follow the WSM procedures in Section 204-04A. This completes
the FSA.
FIGURE 2
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
24010B
FRONT OF
VEHICLE
FRONT RH
KNUCKLE-TO-STRUT
BOLTS
x2
FRONT RH
KNUCKLE-TO-STRUT
BOLTS
TECHNICAL INSTRUCTIONS
PAGE 3 OF 4
SAFETY RECALL 24S04
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2024
4. Inspect around the outside area and inside of the wheel knuckle-to-lower strut bolt hole(s) with the
affected bolt(s). See Figure 3, Was there any sign of damage to the wheel knuckle-to-lower strut bolt
hole(s)?
YES – Submit a photo of the damage to the wheel knuckle-to-lower strut bolt hole(s) and contact
the Special Service Support Center (SSSC).
NO – Proceed to Step 5.
NOTE: Bottom bolt shown, upper bolt similar.
FIGURE 3
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
24010C
INSPECT AROUND
BOLT HOLE
INSPECT INSIDE
BOLT HOLE
TECHNICAL INSTRUCTIONS
PAGE 4 OF 4
SAFETY RECALL 24S04
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2024
NOTE: The new bolt being installed could be either the top, bottom or both depending on the inspection
results from prior steps.
5. Install the new front lower strut bolt(s) and nut(s). See Figure 4.
• Torque: 166 lb.ft (225 Nm)
FIGURE 4
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
24010D
FRONT OF
VEHICLE
NEW FRONT RH
KNUCKLE-TO-STRUT
BOLT AND NUT
6. Install the RH front tire. Follow the WSM procedures in Section 204-04A. This completes the FSA.
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.
Mobile Service Repair Assessment
Page | 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 24S04
Certain 2023 Model Year Explorer
Missing or Improperly Torqued Strut Bolt
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 the Administrative Information Attachment 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)
Mobile Service Repair Assessment
Page | 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 24S04
Certain 2023 Model Year Explorer
Missing or Improperly Torqued Strut Bolt
– 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
Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
24S04
Mobile Repair / Vehicle Pick-Up and Delivery Record
VIN ____________________________ received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 24S04 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up – Date: _______________
☐ Delivery – Date: _______________
Repair Order # Repair Order Date
Service Manager Signature Date
Version 05-05-21
Ford Motor Company
Recall Reimbursement Plan for 24S04
Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement
requests. However, federal legislation requires all motor vehicle manufacturers to establish
processes through which customers may seek recall reimbursement directly from the manufacturer
or the dealers.
Regarding the specific reimbursement plan for Recall # 24S04, owners who have paid for service to
remedy the defect or noncompliance must have had that service performed before March 11, 2024.
After this date, if repairs related to this recall are performed by a non-Ford repair facility in an
emergency, customers must submit any refund requests through their dealership. As required by
this federal regulation, Ford Motor Company submitted the details of its latest General Recall
Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in
May 2021. The following is the text of that letter and the Plan:
General Recall Reimbursement Plan
(As submitted to the NHTSA)
Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal
Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general
reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a
related safety recall.
Set forth below is Ford’s general plan to reimburse owners and purchasers for costs incurred for
remedies in advance of notification of potential safety-related defects or noncompliance’s pursuant
to Part 573.6 (c)(8)(i). This plan has not changed since our May 5, 2021 submission.
Reimbursement Notification
Ford’s notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is
offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a
specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a
minimum of ten calendar days after the date on which Ford mailed the last of its Part 577
notifications to owners and will be indicated in the specific reimbursement plan available to owners
for an individual recall. This notice will direct owners to seek eligible reimbursement through
authorized dealers or, at their option, directly through Ford at the following address:
Ford Motor Company
P.O. Box 6251
Dearborn, MI 48121-6251
Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility.
Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified
beginning date would not be eligible for reimbursement. Ford generally has not established such a
beginning date for reimbursement eligibility and does not presently anticipate changing this general
policy. However, in any case where Ford determines a beginning date is appropriate, Ford will
indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a
reimbursement notification when all vehicles are well within the warranty period, subject to approval
by the Agency.
Version 05-05-21
Costs to be Reimbursed
For vehicles, reimbursement will not be less than the lesser of:
• The amount paid by the owner for the remedy that specifically addressed and was
reasonably necessary to correct the defect or noncompliance that is the subject of the recall,
or
• The cost of parts for the remedy (to be no more than the manufacturer’s list retail price for
authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as
disposal of waste) and taxes.
For replacement equipment, reimbursement will be the amount paid by the owner for the
replacement item (limited by the amount of the retail list price of the defective or noncompliant item
that was replaced, plus taxes, where the brand or model purchased by the owner was different than
the brand or model that was the subject of the recall). If the item of motor vehicle equipment was
repaired, the reimbursement provisions identified above for vehicles will apply.
Ford notes that costs incurred by the owner within the period during which Ford’s original or
extended warranty would have provided for a free repair of the problem will not be eligible for
reimbursement, as provided by Part 573.13 (d)(1).
Entities Authorized to Provide Reimbursement
Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement
plans for a particular recall and will encourage owners to pursue requests for reimbursement directly
through dealers to expedite reimbursement. Ford will also provide a mailing address to which
customers can, at their option, send requests for reimbursement directly to Ford, as previously
noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process.
Whether the owner chooses to pursue reimbursement requests through a dealer or directly through
Ford, the owner will be directed to submit the required documentation, upon which reimbursement
eligibility will be determined.
Required Documentation
The reimbursement determination will depend upon the information provided by the customer.
Consistent with Part 573.13 (d)(4) the following information must be submitted:
• Claimant name and address
• Vehicle make, model and model year
• Vehicle identification number (VIN) and, for replacement equipment, a description of such
equipment or, for tires, the model, size and TIN (DOT code)
• Identification of the recall number (either the Ford recall number or the NHTSA recall
number)
• Identification of the owner of the recalled vehicle at the time that the pre-notification remedy
was obtained
• An original receipt for the pre-notification remedy that includes a breakdown of the amount
for parts, labor, other costs and taxes, including costs for the replacement item. Where the
receipt covers work other than to address the recall or noncompliance, Ford may require the
claimant to separately identify costs that are eligible for reimbursement.
• If the remedy was obtained during the warranty repair did not correct the problem related to
the recall
Version 05-05-21
Failure to submit all the above information may result in denial of the reimbursement request.
Additional Information
The Part 577 required owner notice will provide a toll-free telephone number through which specific
information about the reimbursement plan can be requested from Ford. This general reimbursement
plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific
to an individual recall also may be incorporated into the Part 573.6 notification.
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