Customer Satisfaction Program 20B23 – Replacement of Clutch Actuator Motors – 2016-2017 Ford Focus

NHTSA ID Number: 10179203

Manufacturer Communication Number: 20B23-S1

Summary

In some of the affected vehicles, customer may report erratic shifting, missed gear shifting, vibration, and check engine light illumination with one or more of the following codes P0809, P0805, P087A, P087B, P0806, P0900, or P090D, due to the clutch actuator motor failure.

2 Affected Products

Vehicle

MAKE	MODEL	YEAR
FORD	FOCUS	2016-2017

 

 

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August18,2020

TO: All U.S. Ford and Lincoln Dealers

SUBJECT:     Customer Satisfaction Program 20B23 – Supplement 1
Certain 2016 through 2017 Model Year Focus equipped with a DPS6 Automatic Transmission
Replacement of Clutch Actuator Motors

 

NEW! REASON FOR THIS SUPPLEMENT

• Clutch Actuator Motors are now available through normal ordering process.

 

PROGRAM TERMS

This program will be in effect through July 31, 2021. There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
Focus	2016-2017	Michigan	June 1, 2016 through September 1, 2016

 

Affected vehicles are identified in OASIS and FSA VIN Lists.  

 

REASON FOR THIS PROGRAM

In some of the affected vehicles, customer may report erratic shifting, missed gear shifting, vibration, and check engine light illumination with one or more of following codes P0809, P0805, P087A, P087B, P0806, P0900 or P090D, due to the clutch actuator motor failure.

 

SERVICE ACTION

Dealers are to replace both clutch actuator motors. This service must be performed on all affected vehicles at no charge to the vehicle owner.

NOTE: At this time, parts are not available to repair all vehicles. Until parts are available to repair all vehicles, dealers may submit a VIN based order to the SSSC to receive clutch actuator motors to perform the repair.

 

OWNER NOTIFICATION AND MAILING SCHEDULE

Parts to repair this condition are currently not available in sufficient quantities to service all the affected vehicles. Owner letters are expected to be mailed week of August 31, 2020. Dealers should repair any affected vehicles that arrive at their dealerships, 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 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 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

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ATTACHMENT I

Customer Satisfaction Program 20B23 – Supplement 1
Certain 2016 through 2017 Model Year Focus equipped with a DPS6 Automatic Transmission
Clutch Actuator Motor Replacement

 

OASIS ACTIVATION

OASIS will be activated on July 20, 2020.

 

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 20, 2020. Owner names and addresses will be available once parts are available to repair all vehicles.

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 program 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 service action.

 

SOLD VEHICLES

• Owners of affected vehicles will be directed to dealers for repairs.
• 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

• Use OASIS to identify any affected vehicles in your used vehicle inventory.

 

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are 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 the date of the Owner Notification Letter. This refund offer expires December 31, 2020.
• Refunds will only be provided for the cost associated with Clutch Motor Actuator replacement.

 

RENTAL VEHICLES

Rental vehicles are not approved for this program.

 

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.
  • 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.
  • When entering claims, select claim type 31: Field Service Action. The FSA number 20B23 is the sub code.
  • 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.

• Provision for Locally Obtained Supplies: XL-2 Motorcraft High Temperature Nickel Anti-Seize Lubricant or equivalent.

NOTE: The listed locally obtained supplies can be used on multiple vehicles.

• Program Code: 20B23 o Expense: OTHER o Amount: Actual cost up to $2.00

• Refunds: Submit refunds on a separate repair line.
  • Program Code: 20B23        – Misc. 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.

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ATTACHMENT II

Customer Satisfaction Program 20B23 – Supplement 1
Certain 2016 through 2017 Model Year Focus equipped with a DPS6 Automatic Transmission
Clutch Actuator Motor Replacement

 

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Replace Both Clutch Actuator Motors	20B23B	1.0 Hours

 

PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site:

To place an order for Clutch Actuator Motors, submit a VIN-specific Part Order contact via the SSSC Web Contact Site.

Description	Order Quantity	Claim Quantity	Part Number
Clutch Actuator Motor	2	2	AE8Z-7C604-A
Motorcraft High Temperature Nickel Anti-Seize Lubricant	1	MISC.	XL-2

 

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.

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ATTACHMENT III

CERTAIN 2016 THROUGH 2017 MODEL YEAR FOCUS VEHICLES EQUIPPED WITH A DPS6 TRANSMISSION — REPLACEMENT OF CLUTCH ACTUATOR MOTORS

 

SERVICE PROCEDURE

1. Replace both transmission clutch actuator motors. Please follow the Workshop Manual (WSM) procedures in Section 307-01A.

 

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August 2020

 

Customer Satisfaction Program 20B23

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-

Why are you receiving this notice?	On your vehicle, it may be possible the clutch actuator motors may fail.
What is the effect?	This may result in erratic shifting, missed gears, vibration, or check engine light coming on.
What will Ford and your dealer do?	In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to replace the clutch actuator motors free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until July 31, 2021 regardless of mileage. Coverage is automatically transferred to subsequent owners.
How long will it take?	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.
COVID (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.
What should you do?	Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 20B23. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter.
Have you previously paid for this repair?	If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this program performed to ensure the correct parts were used. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to clutch actuator motor replacement. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer by December 31, 2020.Refund requests may also be sent directly to Ford Motor Company. To request your refund from Ford, send the refund request with all required documentation, including your original repair receipt (no photocopies), to Ford Motor Company at P.O. Box 6251, Dearborn, Michigan 48121-6251.Refund requests mailed to this address may take up to 60 days to process.Your original receipt will be returned to you. Detailed information regarding eligibility for Ford’s reimbursement program and documentation requirements may be obtained by contacting the Ford Customer Relationship Center at 1-866-436-7332.
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 government regulations require that notification be sent to the last known owner of record. Our records are based primarily on state registration and title data, which 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. Ford.owner.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 #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).

 

Thank you for your attention to this important matter.

Ford Customer Service Division

 

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NHTSA ID Number: 10178055

Manufacturer Communication Number: 20B23

 

Summary

Certain 2016 through 2017 Model Year Focus equipped with a DPS6 Automatic Transmission – Replacement of Clutch Actuator Motors In some of the affected vehicles, customer may report erratic shifting, missed gear shifting, vibration, and check engine light illumination with one or more of following codes P0809, P0805, P087A, P087B, P0806, P0900 or P090D, due to the clutch actuator motor failure.

 

1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20B23

https://www.nhtsa.gov/recalls?nhtsaId=10178055

MC-10178055-0001.pdf 206.264KB

 

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1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20B23 – Supplement 1
August 18,2020

https://www.nhtsa.gov/recalls?nhtsaId=10179203

MC-10179203-0001.pdf 1965.649KB

 

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