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February 9, 2016
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 15N05
Certain 2011-2012 Model Year F-150 Vehicles with 3.5L EcoBoost Engine
Electric Vacuum Pump Extended Coverage
PROGRAM TERMS
This program extends the warranty coverage of the Electric Vacuum Pump (EVP) to 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 extended warranty coverage will last through July 30, 2016. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
| Vehicle | Model Year | Assembly Plant | Build Dates |
| F-150 | 2011-2012 | Dearborn | July 29, 2010 through October 25, 2012 |
| Kansas City | August 4, 2010 through August 20, 2012 |
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, condensation from the charge air cooler may enter the EVP. The condensation will damage the EVP, resulting in excessive noise and eventual failure of the EVP.
SERVICE ACTION
For vehicles that exhibit a noisy or inoperative EVP, dealers are to install a new EVP and revised vacuum hose. 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 February 15, 2016. Dealers should repair any affected vehicles that exhibit a noisy or inoperative EVP, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification 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 Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
ATTACHMENT I
Customer Satisfaction Program 15N05
Certain 2011-2012 Model Year F-150 Vehicles with 3.5L EcoBoost Engine
Electric Vacuum Pump Extended Coverage
OASIS ACTIVATION
OASIS will be activated on February 9, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered condition.
SOLD VEHICLES
Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs.
TITLE BRANDED / SALVAGED VEHICLES
Vehicles with cancelled warranties are not eligible for this service action.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
- For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty and policy guidelines for related damage claims. No SSSC approval is required for these vehicles:
- Ford vehicles – 3 years or 36,000 miles
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
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 July 30, 2016.
- 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. There is no expiration date for emergency repair refunds. 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 EVP replacement.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
CLAIMS PREPARATION AND SUBMISSION
- This is a one-time repair program and also applies to vehicles that are within the New Vehicle Limited Warranty coverage period. When a vehicle is determined to exhibit this concern, repairs should be claimed against Program Code 15N05.
- Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
- DWE: refer to ACESII manual for claims preparation and submission information.
- OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number (15N05) is the sub code.
- Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
- Submit refunds on a separate repair line.
- Program Code: 15N05 – Misc. Expense: ADMIN
- Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
- 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.
ATTACHMENT II
Customer Satisfaction Program 15N05
Certain 2011-2012 Model Year F-150 Vehicles with 3.5L EcoBoost Engine
Electric Vacuum Pump Extended Coverage
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace Electric Vacuum Pump and Vacuum Hose | 15N05B | 0.6 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
| Description | Order Quantity | Part Number |
| Electric Vacuum Pump Kit (Includes Vacuum Hose) | 1 | BL3Z-2A451-B |
| Fuse 40A | 1 (if needed) | 6E5Z-14526-CA  |
The DOR/COR number for this program is 51018.
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 latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 “WARRANTY PARTS RETENTION AND RETURN POLICIES.”
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.
ATTACHMENT III
CERTAIN 2011-2012 MODEL YEAR F-150 VEHICLES EQUIPPED WITH 3.5L
ECOBOOST ENGINE — ELECTRIC VACUUM PUMP EXTENDED COVERAGE
OVERVIEW
In some of the affected vehicles, condensation from the charge air cooler may enter the Electric Vacuum Pump (EVP). The condensation will damage the EVP, resulting in excessive noise and eventual failure of the EVP.
SERVICE PROCEDURE
- Inspect fuse F64 in the Battery Junction Box (BJB). Is fuse F64 open? See Figure 1.
- Yes – Replace the fuse and proceed to Step 3.
- No – Proceed to Step 2.
FIGURE 1
- Start the engine and press the brake pedal five times within five seconds. Is the EVP inoperative or excessively noisy?
- Yes – Proceed to Step 3.
- No – This program does not apply. Please follow the Workshop Manual (WSM) procedures in Section 206-00 for normal diagnosis.
- Replace the EVP. Please follow the WSM procedures in Section 206-07. Proceed to “Vacuum Hose Installation” on Page 2 after replacement of the EVP is completed.
Vacuum Hose Installation
- Disconnect the vacuum hose from the following locations (see Figures 2a and 2b):
- Air cleaner outlet pipe – for vehicles equipped with an aspirator.
- Brake booster.
- Brake vacuum supply hose.
- Intake manifold.
- Disconnect the vacuum hose pin-type retainer, remove and discard the vacuum hose. See Figure 2a.
FIGURE 2a FIGURE 2b
NOTE: During installation of the new vacuum hose, verify the alignment mark on the vacuum hose is aligned with the barb on the intake manifold. See Figure 3b.
- Install the new vacuum hose and connect the pin-type retainer. See Figure 3a.
- Connect the vacuum hose at the following locations (see Figure 3a and 3b):
- Brake booster.
- Brake vacuum supply hose.
- Intake manifold.
FIGURE 3a FIGURE 3b
- If the vacuum hose removed from the vehicle is equipped with an aspirator (see Figures 2a and 2b), a pipe cap (supplied with new vacuum hose) will need to be installed on the air cleaner outlet pipe. See Figure 4.
FIGURE 4
February 2016
Customer Satisfaction Program 15N05
Programa de satisfacción del cliente 15N05
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above.
| Why are you receiving this notice? | Ford Motor Company is extending the warranty coverage of your vehicle’s electric vacuum pump to a total of 10 years or 150,000 miles from the warranty start date, whichever occurs first.
If your vehicle has already exceeded the time or mileage limits listed above, this extended warranty coverage will last through July 30, 2016. Coverage is automatically transferred to subsequent owners.
Your vehicle’s electric vacuum pump may need service if you notice one or more of the following conditions:
If you experience any of these conditions you should have your vehicle serviced by your dealer. |
| What will Ford and your dealer do? | If your vehicle’s electric vacuum pump requires replacement and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace it free of charge (parts and labor).
This is a one-time repair program. |
| How long will it take? | If the electric vacuum pump requires 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 a noisy or inoperative electric vacuum pump. Please keep this letter in your vehicle’s glove compartment as a reminder of the extended warranty coverage for your covered component. If the electric vacuum pump requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer for a service date. Provide the dealer with the VIN of your vehicle and request a service date for Customer Satisfaction Program 15N05. 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 www.Fordowner.com for dealer addresses, maps, and driving instructions. |
| 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 service related to replacement of the electric vacuum pump. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before July 30, 2016. 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: www.Fordowner.com. For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español. FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). |
As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty.
Ford Customer Service Division
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I don’t understand why they won’t replace this for me … I have been told no because My truck was assembled or built in Canada but is the exact same symptoms everybody else is describing.. I don’t think it’s right nor do I think it’s fair and something should be done about this because pretty soon my extended warranty 10 year or 140,000 mi is about to run out and I’m going to get stuck paying for this when I have been battling this for 2 years now
I have the same problem. There is no brakes in the first minute or two when you first start the vehicle in the morning. I had it initially changed during my warranty but now the same problem is back. Reading about other peoples replacement does not leave me very confident in the part. What if the new is worse then the existing one. This Ford problem recall should be covered more then once if this is an ongoing issue. Definitely cannot start and go as you will end up crashing into something.
Thought the pump coverage was for ten years. Had the recall done but new pump is getting noisy. Had another pump installed and now they want to charge me saying pump replacement was a 1 time deal. New pump is worse than the 1 they replaced.
I have a 2012 F150 with 107210 kms. I have had the vacuum booster pump replaced in 2012 due to excessive noise and braking failure. The pump was replaced again in 2016 for excessive noise which I had to wait 1.5 months due to the pump being back ordered. (Could produce pumps fast enough for the demand) It’s loud again, went to the dealer and they won’t cover it. Ford has not changed the design of the pump or made any changes. It keeps failing. The definition of insanity is doing the same thing and expecting a different result. I will contact Ford and push the issue
The exact same thing happened to me. I had it replaced by the dealer, then 18 months later it failed again. When I went back to the dealer they told me it was only covered for 12 months. Every other factory Ford part is covered for 2 years but not this one! Left me paying for it out of pocket.
Same problem here, faulty and loud vacuum pump. I called into Ford, they told me the truck was made at the “proper location and date” however in their program the VIN search does not show coverage. Explain that?!?
You can use VIN Decoder to see what plant it was make. Some times they just go bad.
Same here. At the Dearborn plant, between the dates, and symptoms are exact. Did you get anywhere with this??
I have a 2011 f150 with a letter from the previous owner about the vacuum pump. When I took my truck to have this pump replaced I was told my truck was not in the Oasis to have such work done. However, my truck has all the sighns of a faulty pump. Even the Ford service tech said the pump was loud and should be replaced. I’ve called the Ford customer service number as instructed by the dealer. They issued me a case number and would have an answer in 2 days. This issue has left me very angry at Ford and I’m left with a vehicle that does not stop in the morning because of a hard pedal.
Any resolve by Ford on this issue? I have a friend with the exact same problem. Ford says his VIN number isn’t listed but according to the campaign, its where the truck is built and between certain build dates which his truck matches. Let me know if you could if you have gotten anywhere.
Thanks.
Same here. At the Dearborn plant, between the dates, and symptoms are exact. Did you get anywhere with this??
I called into Ford to set up an appointment for the EVP replacement. I was informed that before I owned my vehicle, it was already brought in and serviced for that part. Only a year and half later I have to replace the part at my own cost!