Customer Satisfaction Program 20N04 – Steering Linkage Damper Extended Coverage – 2017-2019 Ford F-250/F-350 4×4 & F-450/F-550

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Ó Copyright 2023 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division May 3, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 20N04 – Supplement #2 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement REF: Customer Satisfaction Program 20N04 – Supplement #1 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement Dated: May 13, 2022 New! REASON FOR THIS SUPPLEMENT • Program Terms: The time and mileage limits for this one-time repair are increasing to 10 years of service or 150,000 miles from the warranty start date. Part quantities are now available to fully support this program. • Included new Mobile Service Repair Assessment. • Updated Owner Letters with revised program terms. New! PROGRAM TERMS This program provides a no-cost, one-time repair (if needed) to the steering linkage damper for 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 no-cost, one-time repair will last through December 31, 2024. Coverage is automatically transferred to subsequent owners. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates F-250 – F-550 2017-2019 Kentucky Truck October 8, 2015 through November 3, 2019 F-250 – F-550 2017-2019 Ohio February 5, 2016 through November 13, 2019 US population of affected vehicles: 911,469. Affected vehicles are identified in OASIS. REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR In some of the affected vehicles, customers may experience sustained steering wheel oscillation after hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h). SERVICE ACTION If an affected vehicle exhibits this condition, dealers are to replace the steering linkage damper. This service must be performed at no charge to the vehicle owner. Ó Copyright 2023 Ford Motor Company New! OWNER NOTIFICATION MAILING SCHEDULE Original owner Letters started mailing the week of May 11, 2020. Owners of vehicles not mailed in the original notifications began mailing the week of May 23, 2022. Owner letters advising customers of the revised program terms are expected to start mailing the week of May 8, 2023. Dealers should repair any affected vehicles that experience steering wheel oscillation, 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 Attachment IV: Mobile Service Repair Assessment Owner Notification Letters 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 2023 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 20N04 – Supplement #2 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement MOBILE SERVICE REPAIR ASSESSMENT LEVEL – Not Mobile Service Supported OASIS ACTIVATION OASIS was activated on September 30, 2020. 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 Vehicles with canceled warranties are not eligible for this service action. OWNER REFUNDS • Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before May 31, 2023. This refund offer expires November 30, 2023. • Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed. • Refunds will only be provided for the cost of the steering linkage damper and labor to install it. Additional parts and labor are not authorized for refund. RENTAL VEHICLES The use of rental vehicles is not approved for this program. PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers) in lieu of a rental vehicle. Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. Ó Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 20N04 – Supplement #2 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement 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 FSA’s / 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 prior to completing the repair. CLAIMS PREPARATION AND SUBMISSION • Note: All repairs for this program should be claimed using the claim entry direction below regardless if the vehicle is still under the New Vehicle Limited Warranty. o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles – Claim repairs to FSA 20N04 if the vehicle is still within time and mileage limits. • Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online. o When entering claims:  Claim type 31: Field Service Action  Sub Code: 20N04  Customer Concern Code (CCC): N24  Condition Code (CC): 42  Causal Part Number: 3E651, Quantity 0 o For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide. • Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a separate repair line from the FSA with the same claim type and subcode as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Refunds: Submit refunds on a separate repair line. – Program Code: 20N04 – 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. • Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. Ó Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 20N04 – Supplement #2 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement LABOR ALLOWANCES Description Labor Operation Labor Time Replace Steering Linkage Damper 20N04B 0.4 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Part Number Description Order Quantity Claim Quantity KC3Z-3E651-G Steering Linkage Damper 1 1 Order your parts requirements through normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed. DEALER PRICE For the latest prices, refer to DOES II. PARTS RETENTION, RETURN, & SCRAPPING Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must be scrapped by all applicable local, state, and federal environmental protection and hazardous material regulations. EXCESS STOCK RETURN The excess stock returned for credit must have been purchased from Ford Customer Service Division by Policy Procedure Bulletin 4000. Ó Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 20N04 – Supplement #2 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement 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 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.). • This process is subject to review during warranty audits for FSA repairs with a repair order open date of March 1st, 2021, or later. Any eligible FSA claims requiring parts replacement found not to have been inspected and signed off during a warranty audit will be subject to chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair Process. Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer-owned vehicle repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post-repair FSA parts inspection process (electronic or handwritten) is independent of other warranty approval requirements. The approval by the designated employee implies that the FSA parts were found to be replaced and must be able to be identified on the Repair Order. If multiple FSAs require approval on a single Repair Order, each applicable occurrence will require individual post-repair approval by the designated employee.
© Copyright 2022 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division June 10, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 20N04 – Supplement #1 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement REF: Customer Satisfaction Program 20N04 Dated: April 30, 2020 TSB 19-2392 New! REASON FOR THIS SUPPLEMENT • Owner Notification: Some owners of affected vehicles were not included in original mail notifications. Owner notifications are being mailed to these owners, advising their vehicle is included in the program. New! PROGRAM TERMS This program extends the warranty coverage of the steering linkage damper to 7 years of service or 100,000 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 October 31, 2020. Owners of vehicles not included in the original mail notification, receiving a letter with their printed VIN, and dated August 2022, will have extended warranty coverage through February 28, 2023. Coverage is automatically transferred to subsequent owners. Note: Prior to February 28, 2023, if the customer doesn’t have an August 2022 notification letter and their vehicle is beyond 7 years of service or 100,000 miles from the warranty start date, contact the SSSC to verify if the VIN was in the August 2022 mailings. VEHICLES COVERED BY THIS PROGRAM Vehicle Model Year Assembly Plant Build Dates F-250 – F-550 2017-2019 Kentucky Truck October 8, 2015 through November 3, 2019 F-250 – F-550 2017-2019 Ohio February 5, 2016 through November 13, 2019 Affected vehicles are identified in OASIS. REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE In some of the affected vehicles, customers may experience sustained steering wheel oscillation after hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h). SERVICE ACTION If an affected vehicle exhibits this condition, dealers are to replace the steering linkage damper. This service must be performed at no charge to the vehicle owner. © Copyright 2022 Ford Motor Company New! OWNER NOTIFICATION MAILING SCHEDULE Owner Letters started mailing the week of May 11, 2020. Owners of vehicles not mailed in the original notifications will begin mailing the week of August 1, 2022. Dealers should repair any affected vehicles that experience steering wheel oscillation, 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, David J. Johnson © Copyright 2022 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 20N04 – Supplement #1 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement OASIS ACTIVATION OASIS was activated on September 30, 2020. Note: Prior to February 28, 2023, if the customer doesn’t have an August 2022 notification letter and their vehicle is beyond 7 years of service or 100,000 miles from the warranty start date, contact the SSSC to verify if the VIN was in the August 2022 mailings. 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 Vehicles with cancelled warranties are not eligible for this service action. New! 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 October 31, 2020. Owners of vehicles not included in the original mail notification, receiving a letter with their printed VIN, and dated August 2022, will have until February 28, 2023. • Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed. • Refunds will only be provided for the cost of the steering linkage damper and labor to install it. Additional parts and labor are not authorized for refund. RENTAL VEHICLES The use of rental vehicles is not approved for this program. © Copyright 2022 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 20N04 – Supplement #1 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement 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 FSA’s / 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 prior to completing the repair. 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 20N04 is the sub code. 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 same claim type and sub code as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Refunds: Submit refunds on a separate repair line. – Program Code: 20N04 – 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. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 1 Customer Satisfaction Program 20N04 – Supplement #1 Certain 2017 through 2019 Model Year F250/350 4×4 and all F450/550 Vehicles Steering Linkage Damper Replacement LABOR ALLOWANCES Description Labor Operation Labor Time Replace Steering Linkage Damper 20N04B 0.4 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Part Number Description Order Quantity Claim Quantity KC3Z-3E651-G Steering Linkage Damper 1 1 Order your parts requirements through normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed. DEALER PRICE For 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 PAGE 1 OF 1 CUSTOMER SATISFACTION PROGRAM 20N04-S1 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 06/2022 CERTAIN 2017 THROUGH 2019 MODEL YEAR F250/350 4X4 AND F450/550 VEHICLES — STEERING LINKAGE DAMPER EXTENDED COVERAGE SERVICE PROCEDURE NOTICE: Suspension fasteners are critical parts that affect the performance of vital components and systems. Failure of these fasteners may result in major service expense. Use the same or equivalent parts if replacement is necessary. Do not use a replacement part of lesser quality or substitute design. Tighten all fasteners as specified in the WSM. 1. If a customer reports steering oscillation, replace the steering linkage damper. Please follow the Workshop Manual (WSM) procedures in Section 211-03. NOTE: If inspecting the steering drag link and tie rods, by design there will be 1-2 mm of vertical movement when pushing on or rotating the drag link and tie rod ends. This movement is characteristic due to the internal spring design and parts should not be replaced for this normal condition. Refer to the WSM procedures in Section 211-03 for additional information. 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. © Copyright 2020 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 Customer Satisfaction Program 20N04 Mr. John Sample 123 Main Street Anywhere, USA 12345 May 2020 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? We are pleased to let you know that, for your peace of mind, Ford Motor Company is extending the warranty coverage on the steering linkage damper to a total of 7 years or 100,000 miles from the warranty start date, whichever occurs first. What is the effect? A redesigned steering linkage damper is now available for vehicles that experience sustained steering wheel oscillation after hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h). If your vehicle has already exceeded either time or mileage limits listed above, this extended warranty coverage will last through October 31, 2020. Coverage is automatically transferred to subsequent owners. What will Ford and your dealer do? If your vehicle experiences sustained steering wheel oscillation after hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h) due to the steering linkage damper, and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace the steering linkage damper with a redesigned part free of charge (parts and labor). This is a one-time repair program. How long will it take? If the component mentioned above 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. Additional time may be required to allow the engine to cool prior to performing this repair. In addition, your vehicle will/may require an inspection to determine if parts need to be ordered. © Copyright 2020 Ford Motor Company What should you do? You do not need to return to your dealer for this repair unless you have experienced sustained steering wheel oscillation after hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h). Please keep this letter as a reminder of the extended warranty coverage for your steering linkage damper. If the steering linkage damper 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 20N04. 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. 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. COVID-19 (CORONAVIRUS) Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit owner.ford.com. 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 repair description. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before October 31, 2020. 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). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option © Copyright 2020 Ford Motor Company Can we assist you further? (Continued) #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). MOTORHOME OWNERS: If you have questions or concerns, please contact our Motorhome Customer Assistance Center toll free at 1-866-906-9811. Representatives are available 24 hours a day. As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty. Ford Customer Service Division © Copyright 2020 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Programa de satisfacción del cliente 20N04 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Mayo, 2020 Número de identificación del vehículo (VIN): 12345678901234567 El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Nos es grato informarle que, para su tranquilidad, Ford Motor Company está extendiendo la cobertura de la garantía del amortiguador del varillaje de la dirección a un total de 7 años o 100,000 millas, lo que ocurra primero, a partir de la fecha de inicio de la garantía. ¿Cuál es el efecto? Actualmente se encuentra disponible un amortiguador del varillaje de la dirección rediseñado para vehículos que experimenten oscilación constante del volante de la dirección luego de haber golpeado el pavimento irregular o una junta de expansión a velocidades, normalmente, sobre 45 mph (72 km/h). Si su vehículo ya ha excedido este plazo o el límite de millaje antes mencionado, esta cobertura extendida de la garantía tendrá una duración hasta el 31 de octubre de 2020. La cobertura se transfiere automáticamente a los siguientes propietarios. ¿Qué medidas adoptarán Ford y su distribuidor? Si su vehículo experimenta oscilación constante del volante de dirección después de haber golpeado el pavimento irregular o una junta de expansión a velocidades, normalmente, superiores a 45 mph (72 km/h), debido a que el amortiguador del varillaje de la dirección y su vehículo se encuentran dentro de las limitaciones de tiempo/millaje indicados, Ford Motor Company ha autorizado a su distribuidor a reemplazar el amortiguador del varillaje de la dirección con una pieza rediseñada sin costo alguno (piezas y mano de obra). Este es un programa de reparación única. ¿Cuánto tiempo tomará? Si se debe reemplazar el componente mencionado anteriormente, el tiempo necesario para esta reparación es de menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. Es posible que se necesite más tiempo para © Copyright 2020 Ford Motor Company ¿Cuánto tiempo tomará? (continuación) permitir que el motor se enfríe antes de realizar esta reparación. Además, es posible que se realice una inspección del vehículo para determinar si se deben solicitar piezas. ¿Qué debe hacer? No es necesario que acuda a su distribuidor para llevar a cabo esta reparación a menos que haya experimentado oscilación constante del volante de la dirección luego de haber golpeado el pavimento irregular o una junta de expansión a velocidades, normalmente, sobre 45 mph (72 km/h). Conserve esta carta como recordatorio de la cobertura extendida de la garantía del amortiguador del varillaje de la dirección. Si es necesario reemplazar un amortiguador del varillaje de la dirección y su vehículo se encuentra dentro de los límites de tiempo o millaje indicados, comuníquese con su distribuidor para que programe una cita de servicio. Proporcione el VIN a su distribuidor de su vehículo para que programe una cita de servicio a fin de llevar a cabo el Programa de satisfacción del cliente 20N04. El VIN está impreso debajo de sus datos al inicio de esta carta. Su distribuidor reemplazará las piezas sin costo alguno. Si aún no tiene un distribuidor para realizar el servicio, puede acceder a www.Fordowner.com para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. NOTA: puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación FordPass. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras funciones, como reserva y pago de estacionamientos en ciertos lugares, además de control de ciertas funciones en el vehículo (bloqueo y desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. COVID-19 (CORONAVIRUS) Los distribuidores Ford han implementado protocolos mejorados con el fin de asegurar tanto su seguridad como la de los empleados de los diferentes distribuidores. Esto incluye procedimientos específicos de limpieza y desinfección antes y después de realizar servicio en cada uno de los vehículos de nuestros clientes. En la mayoría de los lugares, la atención de vehículos se ha considerado un servicio fundamental. Póngase en contacto con su distribuidor local para confirmar las horas de servicio actuales. Para obtener más información sobre cómo Ford y su distribuidor local están trabajando duro para mantenerlo en las calles durante estos tiempos difíciles, visite owner.ford.com. ¿Ha pagado anteriormente por esta reparación? Si pagó por este servicio antes de la fecha de esta carta, es posible que cumpla con los requisitos para solicitar un reembolso. Solo se otorgarán reembolsos por los servicios relacionados con la reparación descrita. Para comprobar si cumple con los requisitos y agilizar el reembolso, entregue el recibo de pago original a su distribuidor antes del 31 de octubre de 2020. Para evitar demoras, no envíe recibos a Ford Motor Company. © Copyright 2020 Ford Motor Company ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Recibió este aviso porque nuestros registros indican que usted es el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el Gerente de Servicio de su distribuidor para solicitar ayuda. PROPIETARIOS MINORISTAS: si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es www.Fordowner.com. Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del Este). PROPIETARIOS DE FLOTAS: si tiene dudas o preguntas, comuníquese con nuestro Centro de Información a Clientes de flotas al 1-800-34-FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es www.fleet.ford.com. Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del Este). PROPIETARIOS DE CASAS RODANTES: si tiene dudas o preguntas, comuníquese con nuestro Centro de Asistencia a Clientes de Casas Rodantes sin cargo al 1-866-906-9811. Los representantes se encuentran disponibles las 24 horas del día. Como parte de la comunidad Ford, agradecemos su atención en este asunto sumamente importante y su lealtad. Ford, División de Servicio al Cliente

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