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December 5, 2017
TO: All U.S. Ford
and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 17M05
Certain 2011-2012 F-450/F-550 Super Duty Vehicles Over 14,000 lbs. GVW with 6.7L Engine
Exhaust Manifold Stud Replacement
PROGRAM TERMS
This program extends the warranty coverage of the exhaust manifold studs to 10 years of service or 110,000 miles from the warranty start date of the vehicle, whichever occurs first.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage will last through June 30, 2018. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
| Vehicle | Model Year | Assembly Plant | Build Dates |
| F-450/F-550 | 2011-2012 | Kentucky | August 11, 2010 through October 19, 2012 |
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, the exhaust manifold studs may break, causing the exhaust manifold to warp and create an exhaust leak.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the broken exhaust manifold studs along with both exhaust manifolds and related hardware. 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 January 15, 2018. Dealers should repair any affected vehicles that experience a broken exhaust manifold stud, 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.
Sincerely,
Michael A. Berardi
ATTACHMENT I
Customer Satisfaction Program 17M05
Certain 2011-2012 F-450/F-550 Super Duty Vehicles Over 14,000 lbs. GVW
with 6.7L Engine
Exhaust Manifold Stud Replacement
OASIS ACTIVATION
OASIS will be activated on December 5, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
- Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs.
- Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.
STOCK VEHICLES
- Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this program unless emission coverage is explicitly cancelled, as indicated by one of the following OASIS Warranty Cancellation Messages only:
- SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
- ALL WARRANTY CANCELLED INCLUDING EMISSIONS
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:
- o Ford vehicles – 3 years or 36,000 miles
- o Ford
- 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 June 30, 2018.
- 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 exhaust manifold stud replacement.
RENTAL VEHICLES
Dealers are pre-approved for up to 2 days for a rental vehicle. Follow Extended Service Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the days the vehicle is at the dealership for part replacement. Prior approval for more than 2 rental days is required from the SSSC via the SSSC Web Contact Site.
CLAIMS PREPARATION AND SUBMISSION
- Enter claims using One Warranty Solution (OWS).
- OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number 17M05 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: 17M05 – 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.
- For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar amounts.
Enter the total amount of the rental expense under Miscellaneous Expense code RENTAL.
ATTACHMENT II
Customer Satisfaction Program 17M05
Certain 2011-2012 F-450/F-550 Super Duty Vehicles Over 14,000 lbs. GVW
with 6.7L Engine
Exhaust Manifold Stud Replacement
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace both exhaust manifolds, exhaust manifold studs for cylinders 4 and 8, and other studs as required | 17M05B | 6.6 Hours |
| Time to remove broken studs | MT17M05 | Up to 1 hour |
PARTS REQUIREMENTS / ORDERING INFORMATION
| Part Number | Description | Order Quantity | Claim Quantity |
BC3Z-9439-A  | Upper Intake Gasket | 1 | 1 |
| BC3Z-9439-B | Upper Intake Gasket | 1 | 1 |
| BC3Z-9439-C | Upper Intake Gaskets | 1 | 2 |
| BC3Z-6A632-A | Oil Separator Gasket | 1 | 1 |
| BC3Z-8527-A | Oil Separator O-ring | 1 | 1 |
| BC3Z-8287-A | Turbo Inlet Pipe Clamps | 2 | 2 |
| BC3Z-6N640-A | Turbo Inlet Pipe Gasket | 1 | 2 |
| W711402-S900 | Turbo Inlet Pipe Nuts | 6 | 6 |
| HC3Z-9E464-A | EGR bypass pipe gasket | 1 | 1 |
| HC3Z-9D476-A | EGR bypass pipe gasket | 1 | 1 |
| W500214-S437 | EGR inlet tube bracket bolts | 1 | 2 |
| BC3Z-8527-N | Heater Pipe O-Ring (if required) | 1 | 1 |
| BC3Z-8287-B | Exhaust Downpipe Clamp | 1 | 1 |
| BC3Z-6587-A | Turbo Gasket | 1 | 1 |
| W714639-S439 | Turbo bolts | 4 | 4 |
| FC3Z-9448-A | Exhaust manifold gasket | 2 | 2 |
| W717172-S900 | Manifold Stud (cylinders 4 and 8 only) | 2 | 4 |
| FC3Z-00810-A | Manifold Stud Spacer (cylinders 4 and 8 only) | 2 | 4 |
| W715713-S431 | Manifold studs (for cylinders 1, 2, 3, 5, 6 and 7 only) | As required (1-14) | |
| DC3Z-9A462-B | Manifold heat shield | 1 | 1 |
| FC3Z-9Y427-A | Manifold heat shield | 1 | 1 |
| W713535-S900 | Heat shield bolts | 3 | 9 |
| DC3Z-9431-A | LH Exhaust Manifold | 1 | 1 |
| DC3Z-9430-A | RH Exhaust Manifold | 1 | 1 |
PARTS REQUIREMENTS / ORDERING INFORMATION – continued
| Part Number | Description | Order Quantity | Claim Quantity |
| W701706-S430 | Exhaust Manifold Nuts | 4 | 16 |
| XO-15W40-QSDF
| Motorcraft Diesel Engine Oil (oil weight based on customer preference and vehicle usage) | 13Q | 13Q |
| XO-10W30-QSDF | |||
| XO-5W40-5Q3SD | |||
| XO-0W30-LAS | |||
| BC3Z-6731-B | Oil Filter | 1 | 1 |
| VC-3-B | Engine Coolant | 4 | 4 |
The DOR/COR number for this program is 51102.
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 F-450/F-550 SUPER DUTY VEHICLES OVER 14,000 LBS. GVW WITH 6.7L ENGINE — EXHAUST MANIFOLD STUD REPLACEMENT
OVERVIEW
In some of the affected vehicles, the exhaust manifold studs may break, causing the exhaust manifold to warp and create an exhaust leak.
If an affected vehicle exhibits this condition, dealers are to replace the broken exhaust manifold studs along with both exhaust manifolds and related hardware. This service must be performed at no charge to the vehicle owner.
SERVICE PROCEDURE
NOTE: There are multiple possible root causes for symptoms associated with an exhaust leak. This field service action extends the warranty on the exhaust manifold studs. If the vehicle symptoms are found to be caused by broken exhaust manifold studs, proceed with this service procedure. If the root cause of the vehicle symptom is found to have another root cause, proceed with normal workshop manual diagnosis and repair.
Recommended Tool List:
| General Tools | General Equipment |
| 6″ (152 mm) Flat Blade Screwdriver | Inspection Mirror |
| Small Right Angle Pick | Tape |
| Plastic and Metal Trim Removal Tool | Flexible Long Reach Magnet |
| Plastic Scraping Tool | |
| 6″ (152 mm) Pliers | |
| 5lb (3 kg) Hammer | |
| 37″ (94 cm) Pry Bar | |
| 3/8″ Drive Adjustable Torque Wrench Adapter | |
| 1/4″, 3/8″ Drive Ratchets | |
| 1/4″, 3/8″ Torque Wrenches | |
| 1/2″, 1/4″ Impact Wrenches | |
| 3/8″ Power Ratchet | |
| Adapter- 1/2″ Drive to 3/8″, 3/8″ Drive to 1/4″ | |
| 1/4″ Drive Extension- 3″ (76 mm) and 6″ (152 mm) | |
| 1/4″ Drive Extension- 10″ (254 mm) | |
| 1/4″ Drive Wobble Extension- 10″ (254 mm) | |
| 1/4″ Drive Socket- E7 Torx |
| General Tools |
| 1/4″ Drive Shallow Sockets- 8mm and 5.5mm |
| 1/4″ Drive Shallow Swivel Socket- 8mm |
| 1/4″ Drive Deep Sockets- 10mm and 11mm |
| 3/8″ Drive Extensions 3″ (76 mm), 6″ (152 mm), and 10″ (254 mm) |
| 3/8″ Drive Shallow Sockets- 10mm, 11mm, and 13mm |
| 3/8″ Drive Mid-Lenth Socket- 13mm |
| 3/8″ Drive Crow Foot Wrenches- 13mm and 16mm |
| 1/2″ Drive Deep Impact Socket- 13/16″ |
| Standard Wrenches- 13mm and 16mm |
| Flex Head Wrenches- 8mm and 13mm |
| Torx Wrench- E7 |
| Special Tools |
| Air Lift Coolant Fill System UVU550000 |
NOTE: See Figure 1 for cylinder identification.
FIGURE 1
- Does the engine exhibit an exhaust leak due to a broken exhaust manifold stud at the cylinder head?
- No – This procedure does not apply. Please follow normal Workshop Manual (WSM) diagnosis and repair procedures as needed.
- Yes – Replace both the right and left exhaust manifolds and the exhaust manifold heat shields.
Please follow the WSM procedures in Section 303-01C. Continue to Step 2.
- Replace the exhaust manifold studs for cylinders four (4) and eight (8) using the specific parts listed in the dealer bulletin.
- For all other cylinders, only replace studs that are broken or that may have backed out during exhaust manifold removal.
NOTE: Remove broken exhaust manifold studs using industry accepted methods for broken fastener removal.
Customer Satisfaction Program 17M05
Programa de satisfacción del cliente 17M05
Mr. John Sample
123 Main Street
Anywhere, USA 12345
February 2018
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? | Although your vehicle’s exhaust manifolds are likely functioning fine, we are pleased to let you know that, for your peace of mind, Ford Motor Company is extending the warranty coverage on the exhaust manifolds. |
| What is the effect? | This increases the exhaust manifold warranty coverage to a total of 10 years or 110,000 miles from the warranty start date, whichever occurs first. If your vehicle has already exceeded either time or mileage limits listed above, this extended warranty coverage will last through June 30, 2018.
Coverage is automatically transferred to subsequent owners. |
| What will Ford and your dealer do? | If one or both of your vehicle’s exhaust manifolds require replacement and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace the exhaust manifolds and related hardware free of charge (parts and labor). |
| How long will it take? | If the component mentioned above requires replacement, the time needed for this repair is one and a half days. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. In addition, your vehicle will require an inspection to determine if parts need to be ordered. |
| What should you do? | You do not need to return to your dealer for this repair unless you have an exhaust manifold leak which can cause an exhaust noise. Please keep this letter as a reminder of the extended warranty coverage for the exhaust manifolds. If an exhaust manifold requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer to schedule a service appointment. Provide the dealer with the VIN of your vehicle to schedule a service appointment for Customer Satisfaction Program 17M05. The VIN is printed near your name at the beginning of this letter. Your dealer will replace the parts 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. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving and paying for parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. |
| Do you need a rental vehicle? | If your dealer determines that replacement of the exhaust manifolds is required and needs your vehicle overnight, your dealer is authorized to provide a rental vehicle for your personal transportation at no charge (except for fuel, insurance, and tax) while your vehicle is at the dealership for repairs. Please see your dealer for guidelines and limitations. |
| 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 exhaust manifolds. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before June 30, 2018. 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 For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). 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). |
| Para asistencia en Español | Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall .
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. |
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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- Yellow-colored, longer-life, ethylene glycol-based antifreeze/coolant for use in gasoline and diesel engines
- Provides year-round antifreeze, anti-boil and corrosion protection
- A 50/50 mixture of coolant and distilled water provides freeze protection down to -34°F (-37°C) and boiling protection up to 265°F (129°C)
- Do not mix different colors or types of coolant in your vehicle
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GDay
I am in Australia and own a 2012 F450
This issue with the exhaust manifold has happened to my vehicle
Will Ford cover my repairs here?
Regards
Brad Reed
I don’t think so, this is for US only. I would go to the dealer and ask.