13N02 – Extended Warranty Coverage on Brake Booster – 2010-2013 Ford Edge & Lincoln MKX

September 30, 2014

TO: All U.S.Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 13N02 – Supplement #1
Certain 2010-2013 Model Year Edge and MKX Vehicles
Extended Warranty Coverage on Brake Booster

REF: Customer Satisfaction Program 13N02
Dated January 9, 2014

 

New! REASON FOR THIS SUPPLEMENT

The claiming instructions are being revised to agree with the recent changes to the Warranty and Policy Manual v2.4.

 

PROGRAM TERMS

This program extends the coverage of the brake booster to ten 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 the mileage limit, this coverage will last through January 31, 2015.  Coverage is automatically transferred to subsequent owners.

 

VEHICLES COVERED BY THIS PROGRAM

Certain 2010-2013 model year Edge and MKX vehicles built at the Oakville Assembly Plant from May 3, 2010 through March 28, 2013.  Affected vehicles are identified in OASIS.

 

REASON FOR PROVIDING ADDITIONAL COVERAGE

In some of the affected vehicles, it is possible for the brake booster to develop a small tear in the diaphragm under certain driving and environmental conditions.  If this occurs, the driver may hear a hissing noise while depressing the pedal and may also experience a “spongy” pedal feel without a noticeable effect on braking performance.  If the vehicle is not serviced, the tear will eventually expand and the pedal effort required to stop the vehicle will gradually increase.  However, in all cases, the fundamental vehicle braking system remains functional.

 

SERVICE ACTION

If an affected vehicle displays this condition, dealers are authorized to replace the brake booster under this one-time repair program.  This repair must be performed at no charge to the vehicle owner.

 

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters are expected to be mailed the week of January 13, 2014.  Dealers should repair any affected vehicles that exhibit an improperly functioning brake booster, whether or not the customer has received a letter.

 

New! ATTACHMENTS

Attachment I:  Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letters

 

QUESTIONS & ASSISTANCE

Special Service Support Center (Dealer Assistance Only)                                        1-800-325-5621

Sincerely,

 

Michael A. Berardi

 

ATTACHMENT I

Customer Satisfaction Program 13N02 – Supplement #1
Certain 2010-2013 Model Year Edge and MKX Vehicles
Extended Warranty Coverage on Brake Booster

 

OASIS ACTIVATED?  

Yes, OASIS will be activated on January 9, 2014.

 

FSA VIN LIST ACTIVATED?  

No, FSA VIN list 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

Affected title branded and salvaged vehicles are eligible for this service action.

 

RELATED DAMAGE

If a related damage condition exists that you believe to be caused by the covered condition, call the Special Service Support Center to request approval prior to the repair of any related damage.  Requests for approval after completion of the repair will not be granted.

 

ADDITIONAL LABOR TIME

  • If a condition exists that requires additional labor to complete the repair, call the Special Service Support Center to request approval prior to performing any additional labor. Requests for approval after completion of the repair will not be granted.
  • If you encounter aftermarket equipment or modifications to the vehicle which might prevent the repair of the covered condition, call the Special Service Support Center.

 

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 June 30, 2014.
  • Dealers are also authorized 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 the diagnosis and replacement of the brake booster.

 

RENTAL VEHICLES   

The use of rental vehicles is not authorized for this program.

 

New! CLAIMS PREPARATION AND SUBMISSION

NOTE:  Claims should always be submitted under this program for affected vehicles, regardless of whether the vehicle has remaining time and mileage under the New Vehicle Limited Warranty or Powertrain Coverage.

  • Enter claims using Direct Warranty Entry (DWE).
  • Refer to ACESII manual for claims preparation and submission information.
  • Related damage must be claimed on a repair line that is separate from the repair line on which the FSA is claimed. Related damage requires prior approval from the Special Service Support Center.
  • “MT” labor should be submitted on a separate repair line with the related damage flag checked. “MT” labor requires prior approval from the Special Service Support Center.
  • Submit refunds on a separate repair line.
    • Program Code: 13N02          –  Expense:  ADMIN
    • 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.
  • PROGRAM TERMS: This one-time program extends the coverage of the brake booster to ten years of service or 150,000 from the warranty start date of the vehicle, whichever occurs first.  If a vehicle has already exceeded the mileage limit, this coverage will last through January 31, 2015.

 

ATTACHMENT II

Customer Satisfaction Program 13N02 – Supplement #1
Certain 2010-2013 Model Year Edge and MKX Vehicles
Extended Warranty Coverage on Brake Booster

 

LABOR ALLOWANCES

Model Year(s) Description Labor Operation Labor Time
2010 Install a new brake booster 13N02B 1.3 Hours
2011-2013 Install a new brake booster 13N02C 2.0 Hours

 

PARTS REQUIREMENTS / ORDERING INFORMATION

Description Year(s) Model(s) Engine Drive
Train
Part Number Quantity
Brake Booster 2010 Edge or MKX All All AT4Z-2005-A 1
2011-2013

 

MKX All All BA1Z-2005-A 1
Edge 3.5L or

3.7L

FWD BT4Z-2005-A 1
AWD BA1Z-2005-A 1
2.0L All CT4Z-2005-A 1
Upper Intake Manifold Gasket 2011- 2013 Edge or MKX 3.5L or

3.7L

All AT4Z-9H486-A 1
Brake Booster

Push Rod Clevis Locking Pin

2011- 2013 Edge or MKX All All 3M5Z-2L523-AA 1
High

Performance

DOT 3 Motor

Vehicle Brake Fluid – 12 oz.

All Edge or MKX All All PM-1-C 1

The DOR/COR number for this recall is 50527.

Order your parts requirements through normal order processing channels.  

Questions regarding parts should be directed to the Special Service Support Center (1-800-3255621) or E-mailed to:  Ford@Renkim.com.

 

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 2010-2013 MODEL YEAR EDGE AND MKX VEHICLES — EXTENDED WARRANTY COVERAGE ON BRAKE BOOSTER

 

OVERVIEW

REASON FOR PROVIDING ADDITIONAL COVERAGE

In some of the affected vehicles, it is possible for the brake booster to develop a small tear in the diaphragm under certain driving and environmental conditions. If this occurs, the driver may hear a hissing noise while depressing the pedal and may also experience a “spongy” pedal feel without a noticeable effect on braking performance. If the vehicle is not serviced, the tear will eventually expand and the pedal effort required to stop the vehicle will gradually increase. However, in all cases, the fundamental vehicle braking system remains functional.

If an affected vehicle displays this condition, dealers are authorized to replace the brake booster under this one-time repair program.

 

SERVICE PROCEDURE

NOTICE: The purpose of the master cylinder to Hydraulic Control Unit (HCU) braided flex lines are to improve vehicle Noise, Vibration, and Harshness (NVH). Bending or flexing the lines will cause damage to the inner portion of the braided section of the lines. Do not attempt to position the master cylinder aside without disconnecting the brake lines from the HCU.

  1. Verify that the brake booster requires replacement.
  2. Replace the brake booster. For additional information, refer to Workshop Manual (WSM) Section 206-07.

 

January 2014

Customer Satisfaction Program 13N02
Programa de Satisfacción del Cliente 13N02

 

Mr. John Sample
123 Main Street
Anywhere, USA 12345

 

Your Vehicle Identification Number:  12345678901234567

 

At Ford Motor Company, it has been our goal for more than 100 years to provide customers with highquality, dependable products.  In order to maintain these standards, Ford Motor Company is providing additional coverage under Customer Satisfaction Program 13N02 for your vehicle, with the Vehicle Identification Number shown above.

What is the reason for this additional coverage program? Under certain driving and environmental conditions, it is possible for the brake booster on your vehicle to develop a small tear in the diaphragm.  If this occurs, the driver may hear a hissing noise while depressing the pedal and may also experience a “spongy” pedal feel without a noticeable effect on braking performance.  If the vehicle is not serviced, the tear will eventually expand and the pedal effort required to stop the vehicle will gradually increase.  However, in all cases, the fundamental vehicle braking system remains functional.

In the interest of customer satisfaction, Ford Motor Company is extending the limited warranty on the brake booster to ten years or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.  This is a onetime repair program.

If your vehicle has already exceeded the mileage limit, this coverage will last through January 31, 2015.  Coverage is automatically transferred to subsequent owners.

This coverage exceeds the original warranty coverage provisions of your vehicle for this part.

What will Ford and your dealer do? If the brake booster on your vehicle requires replacement and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace the brake booster free of charge (parts and labor).  This is a one-time repair program.
How long will it take? If the brake booster 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 your vehicle has one or more of the following symptoms:

  • A hissing noise while depressing the pedal.
  • A “spongy” pedal feel without a noticeable effect on braking performance.
  • An increase in the amount of pedal effort required to stop the vehicle.

Please Note:  The above symptoms could also be caused by other situations.  Only repairs to the brake booster are covered under this program.

Please keep this letter as a reminder of the extended warranty coverage for your brake booster.  If the brake booster requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer for a service date.  Provide the dealer with the Vehicle Identification Number (VIN) of your vehicle and request a service date for Customer Satisfaction Program 13N02.  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 for this repair before the date of this letter, you may be eligible for a refund.  Refunds will only be provided for service related to the replacement of the brake booster.  To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before June 30, 2014.  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, 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 still have concerns, please contact the Ford

Motor Company Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you.  For the hearing impaired call 1-800-232-5952 (TDD).  Representatives are available Monday through Friday:  8:00AM – 5:00PM (Your Local Time).

If you wish to contact us through the Internet, our address is: www.Fordowner.com.

Para asistencia en Español: 

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 still have concerns, please contact the Fleet Customer Information Center at 1-800-34-FLEET, Option #3 and one of our representatives will be happy to assist you.  Representatives are available Monday through Friday:  8:00AM – 5:00PM (Your Local Time).

Or you may contact us through the Internet at www.fleet.ford.com.

Thank you for your attention to this important matter and remember to save this letter in case you need to take advantage of this additional coverage program.

Ford Customer Service Division

 

January 2014

Customer Satisfaction Program 13N02
Programa de Satisfacción del Cliente 13N02

 

Mr. John Sample
123 Main Street
Anywhere, USA 12345

 

Your Vehicle Identification Number: 12345678901234567

At Lincoln Motor Company, it is our goal to provide customers with high-quality, dependable products. In order to maintain these standards, Lincoln Motor Company is providing additional coverage under Customer Satisfaction Program 13N02 for your vehicle, with the Vehicle Identification Number shown above.

What is the reason for this additional coverage program? Under certain driving and environmental conditions, it is possible for the brake booster on your vehicle to develop a small tear in the diaphragm.  If this occurs, the driver may hear a hissing noise while depressing the pedal and may also experience a “spongy” pedal feel without a noticeable effect on braking performance.  If the vehicle is not serviced, the tear will eventually expand and the pedal effort required to stop the vehicle will gradually increase.  However, in all cases, the fundamental vehicle braking system remains functional.

In the interest of customer satisfaction, Lincoln Motor Company is extending the limited warranty on the brake booster to ten years or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.  This is a one-time repair program.

If your vehicle has already exceeded the mileage limit, this coverage will last through January 31, 2015.  Coverage is automatically transferred to subsequent owners.

This coverage exceeds the original warranty coverage provisions of your vehicle for this part.

What will Lincoln and your dealer do? If the brake booster on your vehicle requires replacement and your vehicle is within the indicated time/mileage limitations, Lincoln Motor Company has authorized your dealer to replace the brake booster free of charge (parts and labor).  This is a one-time repair program.
How long will it take? If the brake booster 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 your vehicle has one or more of the following symptoms:

  • A hissing noise while depressing the pedal.
  • A “spongy” pedal feel without a noticeable effect on braking performance.
  • An increase in the amount of pedal effort required to stop the vehicle.

Please Note:  The above symptoms could also be caused by other situations.  Only repairs to the brake booster are covered under this program.

Please keep this letter as a reminder of the extended warranty coverage for your brake booster.  If the brake booster requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer for a service date.  Provide the dealer with the Vehicle Identification Number (VIN) of your vehicle and request a service date for Customer Satisfaction Program 13N02.  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.Lincolnowner.com for dealer addresses, maps, and driving instructions.  For your convenience, you can also have this service performed at a Ford dealership.

Have you previously paid for this repair? If you paid for this repair before the date of this letter, you may be eligible for a refund.  Refunds will only be provided for service related to the replacement of the brake booster.  To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before June 30, 2014.  To avoid delays, do not send receipts to the Lincoln 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, 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 still have concerns, please contact our Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you.  For the hearing impaired call 1-800-232-5952 (TDD).  Representatives are available Monday through Friday:  8:00AM – 5:00PM (Your Local Time).

If you wish to contact us through the Internet, our address is:   www.Lincolnowner.com.

Para asistencia en Español: 

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 still have concerns, please contact the Fleet Customer Information Center at 1-800-34-FLEET, Option #3 and one of our representatives will be happy to assist you.  Representatives are available Monday through Friday:  8:00AM – 5:00PM (Your Local Time).

Or you may contact us through the Internet at www.fleet.ford.com.

Thank you for your attention to this important matter and remember to save this letter in case you need to take advantage of this additional coverage program.

The Lincoln Motor Company

 

 

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9 thoughts on “13N02 – Extended Warranty Coverage on Brake Booster – 2010-2013 Ford Edge & Lincoln MKX

  1. Just got off the phone with the second supervisor at Ford customer care. Have a 2013 Ford Edge manufactures in the affected plant and with a bad brake booster. They claim I don’t qualify and that I would have received a letter if I did. I bought this car in 2015 AFTER the letters went out. Their own website says non-receipt of a letter does not preclude you. Called multiple ford dealerships and none were aware of this recall. Tired of getting the run around. Ford should DO BETTER. I have lodged a complaint with the NHTSA.

  2. How can I find out where my 2011 Ford Edge was built? I am having the same issue as above. I have less than 150,000 miles and it is not 10 years old.

  3. I have talked to both Ford Motor Company and a Ford dealership here locally and they both say that I don’t qualify. I have read over all the Customer Satisfaction Program 13N02 and there is nothing that says there is a time frame of when repairs have to be made. In fact there is one section that states: Owner Refunds: Dealers are also authorized 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. The letter also states Program Terms: This program extends the coverage of the brake booster to ten 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 the mileage limit, this coverage will last through January 31, 2015. Coverage is automatically transferred to subsequent owners. I believe that Ford Motor Company needs to reread their letter that was sent out and stand behind what they say. Until they can give me the evidence that I don’t qualify I will not stop trying to get my money back.

  4. I recently had to have the brake booster replaced in my 2011 Ford Edge, I didn’t have the repairs done at a Ford Dealership because I didn’t know about this service announcement and I have also been told since the work wasn’t done before 2015 that I don’t qualify for a refund. I didn’t buy the vehicle until fall of 2016 and was not told of this service announcement at time of purchase. If this is a true EXTENDED WARRANTY then if a vehicle is less than 10 years old or 150,000 miles then it should not matter when the repairs are done it should be covered. Very unsatisfied customer of Ford.

  5. I have a 2013 Ford Edge built at the above plant. My brake booster is out with the exact issues as listed above but for some reason, Ford has told me my vehicle does not qualify for the extended warranty. Complete rip-off. I haven’t talked to a mechanic yet that says they ever saw a brake booster with only 38,200 miles (like mine) go out unless it had a defect. In fact, I talked with a Ford certified mechanic with over 20 years experience and he said he has only replaced 4 or 5 boosters in his life and they were all on vehicles with over 150,000 miles. I won’t be buying another Ford.

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