Safety Recall 20S62 - Rear Suspension Toe Link Fracture

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October 30, 2020 NHTSA CAMPAIGN NUMBER: 20V675000

Rear Suspension Toe Link Fracture

A rear toe link fracture can result in a loss of steering control, increasing the risk of a crash.

NHTSA Campaign Number: 20V675

Manufacturer Ford Motor Company

Components SUSPENSION

Potential Number of Units Affected 318,381

Summary

Ford Motor Company (Ford) is recalling certain 2013-2017 Explorer vehicles originally sold, or currently registered in Connecticut, Delaware, the District of Columbia, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Vermont, Virginia, West Virginia, and Wisconsin that were previously repaired under a prior recall numbers 16V-245 or 19V-435. The outboard section of a rear suspension toe link may fracture.

Remedy

Ford will notify owners, and dealers will inspect the cross-axis ball joint (CABJ) knuckle attached to the rear suspension toe link and replace it as necessary, free of charge. The recall began November 27, 2020. Owners may contact Ford customer service at 1-866-436-7332. Ford’s number for this recall is 20S62.

Notes

Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.

Check if your Vehicle has a Recall

REASON FOR THIS SAFETY RECALL

Some of the affected vehicles, sold or operated in certain traditional corrosion areas, have experienced fracture of the outboard section of the rear suspension toe link after completion of a prior recall repair. Preliminary assessment of field data indicates that the toe link ball joint (built into the knuckle) may be susceptible to seizing in certain high corrosion areas. A seized toe link ball joint can increase bending stresses in the toe link outboard of the turnbuckle. Rear toe link fracture while driving could result in unusual vehicle handling characteristics, or difficulty controlling the vehicle and may increase the risk of a crash.

SERVICE ACTION

Dealers are to check both toe link ball joints integrity and, if necessary, replace the rear wheel knuckle(s), and adjust rear toe. This service must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION AND MAILING SCHEDULE

Owners of affected vehicles were notified in two separate mailings. The first mailing occurred on November 30, 2020. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

Owners of vehicles affected by the program expansion in Canada will receive a combined 20S62/21S32 Owner Letter the week of September 13, 2021.

PARTS REQUIREMENTS / ORDERING INFORMATION

Note: All parts can now be ordered through normal processes.

Part Number	Description	Engine	AWD/ FWD	Order Quantity	Claim Quantity
Parts Required if Both Toe Link Ball Joints Pass
-W715419-S439	Toe Link Bolt (1 bolt per side, 4 Bolts in each package)	All	All	1	2
-W520516-S441	Toe Link Nut (1 nut per side)	All	All	2	2
*Note: If part W520516-S441 is not available then part W520215-S440 is an alternate option.
Parts Required if a Toe Link Ball Joint Fails
Part Number	Description	Engine	AWD/ FWD	Order Quantity	Claim Quantity
DB5Z-5A972-J	Rear Toe Link Kit – See affected Engine and AWD/FWD detail	3.5L TiVCT	AWD	1	1
		3.5L GTDI
		3.7L DOHC
		3.7L DOHC	FWD
DB5Z-5A972-K	Rear Toe Link Kit – See affected Engine and AWD/FWD detail	2.3L GTDI	AWD	1	1
		2.3L GTDI	FWD
		2.0L GTDI
		3.5L TiVCT
DB5Z-5B759-B	Left Rear Knuckle			As Required
DB5Z-5B758-B	Right Rear Knuckle			As Required
-W712435-S439	Wheel Hub Nut (1 nut per side)			As Required
-W710681-S439	Brake Caliper Bolts (2 bolts per side)			As Required
-W708733-S439	Brake Disk Retainer Bolt (1 bolt per side)			As Required
-W520213-S440	Rear Stabilizer Link Nut (1 nut per side)			As Required
-W714033-S439	Shock Absorber Bolt (1 bolt per side)			As Required
-W715419-S439	Trailing Arm Bolt (1 bolt per side)			As Required
-W520516-S441	Trailing Arm Nut (1 nut per side)			As Required
-W715127-S439	Upper Control Arm, Lower Control Arm Bolt (2 bolts per side)			As Required
-W520517-S440	Upper Control Arm, Lower Control Arm Nut (2 nuts per side)			As Required
-W714516-S439	Wheel Hub Bolts (4 bolts per side)			As Required

CERTAIN 2013-2017 MODEL YEAR EXPLORER VEHICLES — REAR SUSPENSION TOE LINK TO WHEEL KNUCKLE BALL JOINT

SERVICE PROCEDURE

WARNING: Suspension fasteners are critical parts that affect performance of vital components and systems. Tighten fasteners as specified. Measure the distance from the center of the wheel hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before disassembly. When securing the new toe link, it must be secured at the previously measured ride height.

WARNING: Tighten the suspension bushing fasteners with the suspension supported at ride height or with the weight of the vehicle resting on the wheels and tires, otherwise toe link and bushing damage may occur.

NOTE: This recall is to be performed on both the right rear and the left rear suspension.

1. Measure the distance from the center of the wheel hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before disassembly. See Figure 1.

NOTE: The new toe link adjustment sleeve jam nuts are only finger tight. The jam nuts must be tightened to the torque specification in the Workshop Manual (WSM) even if toe adjustment is not necessary.

NOTE: The toe links must be secured at ride height during replacement. See Figure 1.

2. Position the vehicle on a hoist. Please follow the WSM procedures in Section 100-02.

3. Remove both rear tires. Please follow the WSM procedures in Section 204-04A.

4. Using a jack stand, support the rear suspension to ride height. See Figure 2.

5. Remove the toe link-to-wheel knuckle bolt and nut. See Figure 3.

6. Install the toe link to knuckle bolt and nut. Tighten the nut while holding the bolt still with a wrench. See Figure 4.

Torque: 111 lb.ft (150 Nm).

NOTE: When functioning properly the toe link ball joints should rotate freely. This inspection step will determine if the ability for the ball joint to rotate freely has been affected, requiring replacement.

7. Using a digital or dial type torque wrench, rotate the toe link to wheel knuckle bolt while keeping the ball joint straight. Do not allow the ball joint to twist as shown in the red picture below. Note the reading off of the torque wrench when the ball joint begins to rotate. See Figure 5.

8. Repeat steps 4 through 7 on the other side.

9. Are the readings over 11 lb. ft (15 Nm)?

For RH side:

If YES – The RH ball joint has FAILED. Proceed to step 13 for replacement instructions on this side

If NO – Proceed to Step 10 for the RH side of the vehicle.

For LH side:

If YES – The LH ball joint has FAILED. Proceed to step 13 for replacement instructions on this side.

If NO – Proceed to Step 10 for the LH side of the vehicle.

10. Install the new toe link to wheel knuckle bolt and nut with the vehicle suspension at ride height. See Figure 6.

Torque: 111 lb.ft (150 Nm).

11. Remove the jack stand. See Figure 7.

12. Install the wheel and tire. Please follow the WSM procedures in Section 204-04A. This completes the recall.

13. Remove and discard the toe link to subframe bolt and the toe link. See Figure 8.

14. Replace the wheel knuckle. Please follow the WSM procedures in Section 204-02.

Do not install the wheels and tires or perform the alignment at this time.

15. Install the new toe link. Please follow the WSM procedures in Section 204-02.

16. Perform an alignment. This completes the recall.

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.

Ford Media Center

FORD MOTOR COMPANY ISSUES SAFETY RECALL FORSELECT 2013-17 FORD EXPLORER VEHICLES

Nov 4, 2020 | DEARBORN, Mich.

DEARBORN, Mich., Nov. 4, 2020 – Ford Motor Company is issuing a safety recall for select 2013-17Ford Explorer vehicles. Some affected vehicles, sold or registered in certain areas of North America states and provinces where corrosion is common, have experienced a fracture of the outboard section of the rear suspension toe link after completion of a prior safety recall repair. A fracture of a rear toe link significantly diminishes steering control, increasing the risk of a crash.
Ford is aware of 13 reports of accidents and six reports of injuries related to this condition.

This action affects approximately 350,000 vehicles in the U.S. and 25,200 in Canada. Affected vehicles were built at Chicago Assembly Plant from Sept. 4, 2012, to Jan. 25, 2017.

Dealers will complete a torque inspection of the cross-axis ball joint and replace it as necessary. The Ford reference number for this recall is 20S62.

Chronology of Defect / Noncompliance Determination

Provide the chronology of events leading up to the defect decision or test data for the noncompliance decision.

Ford previously approved actions (19S17, 17G01, 16S18) to upgrade the rear toe link on Explorer vehicles based on reports of “inboard” side fractures of the original toe link design. Analysis had found that toe link fractures inboard of the turnbuckle could occur due to reverse bending fatigue under high stress conditions during full rear suspension articulation (jounce and rebound.) The remedy for those vehicles involved replacement of the welded toe link with a new toe link that is forged on the inboard side and welded on the outboard side.

November 2019 – June 2020: Ford received 1 report of rear toe link fracture in the U.S. after completion of the above recall. Ford received 5 reports of rear toe link fracture in Canada on vehicles that completed a similar recall issued in 2017. Investigation of parts removed from these vehicles indicated that aftermarket parts (bushings) had been installed in the rear suspension knuckle in place of the original CABJ. Ford advises its dealers to replace the entire knuckle if repair is needed. Our engineering analysis indicated that these aftermarket bushings had prematurely seized or had a very high torque, increasing stress on the toe link. Ford shared and discussed this information with NHTSA and Transport Canada.

August – September 2020: On August 27^th, a new issue regarding reports of rear toe link fracture after completion of the above referenced safety recall remedy was brought to Ford’s CCRG for review. Reports of “outboard side” fracture of the toe link after completion of the recall repair had previously been investigated and found to relate to improper use of aftermarket components. However, Ford’s ongoing monitoring and investigation of field data subsequently identified reports that appeared to involve “outboard side” fracture of a toe link that had been properly replaced.

Numerous efforts were undertaken to understand these reports, including retrieval and inspection of toe links and attaching hardware from complaint vehicles, laboratory analyses of select parts, and driver interviews. Ford also communicated regularly with the agency regarding reports received by the agency and the status of Ford’s investigation.

October 2020: As of October 27, 2020, Ford has received 12 reports (in addition to 8 VOQs received by the agency) of “outboard side” fracture of the replacement forged toe link on 20132017 model year vehicles in the U.S., with 10 accident allegations and 4 allegations of injury. In Canada, Ford is aware of 15 reports, with 3 allegations of accident and 2 allegations of injury on the subject vehicles. Preliminary evaluation of parts obtained from these vehicles has found evidence of a corroded and seized cross-axis ball joint (CABJ). The CABJ was introduced on 2013 model year Explorer vehicles and attaches the outboard portion of the toe link to the rear knuckle. All the reports received by Ford and the agency involve vehicles equipped with a CABJ and involve vehicles from or in traditional corrosion states. Ford is not aware of any reports of post-recall fractures in non-corrosion areas in the U.S. and Canada. Similarly, Ford is unaware of any reports occurring in areas outside the U.S. and Canada.

Although Ford has not concluded its investigation into this subject, Ford is undertaking this safety recall at this time to address the risk of a seized CABJ on 2013-2017 model year vehicles in North American corrosion areas that have already been remedied under prior actions. This action will provide for a torque inspection of the CABJ and replacement of the CABJ/knuckle if necessary.

For any 2013-2017 MY vehicles not yet remedied under the prior actions, the repair procedure for those actions will be updated to include the CABJ torque inspection.

Ford’s investigation will continue for this subject.

On October 23, 2020, Ford’s Field Review Committee reviewed the concern and approved a field action.

Ford is aware of 10 allegations of accident and 4 allegations of injury on vehicles in the U.S..

March 12, 2021: Ford revised the number of vehicles potentially affected according to the latest registration information.

March 22, 2021: Ford revised the descriptive information to include the list of corrosion states.

SEOCONTENT-START

March, 2021
* * * IMPORTANT SAFETY RECALL REMINDER * * *
According to our records, your 2013 Police Interceptor UTL has not had necessary safety recall repairs made.
We urge you to have the free repair performed at your local dealership as soon as possible.
Recall Number
and Description:
20S62 – Rear to link ball joint inspection
What is the
issue?
Our records indicate that a Ford eBay Safety Recall was previously performed on your vehicle to
replace the rear suspension toe links. Assessment of field data indicates that the ball joint
used to attach the rear toe link may be susceptible to seizing in certain high corrosion areas.
A seized toe link ball joint can increase bending stresses in the toe link and potentially lead to
a fracture.
Rear toe link fracture while driving could result in unusual vehicle handling characteristics, or
difficulty controlling the vehicle and may increase the risk of a crash.
If you have questions or concerns, please contact our Ford eBay Customer Relationship Center at 1-866-436-7332.
If you wish to contact us through the Internet, our address is: owner.ford eBay .com.
Thank you for your attention to this very important matter.
Marzo de, 2021
* * * RECORDATORIO IMPORTANTE PROGRAMA DE SEGURIDAD * * *
SegUR nuestros registros, no se realizaron en sur 2013 Police Interceptor UTL las reparaciones necesarias correspondientes
a la campaña de seguridad. Le solicitamos que realice esta reparación gratuita en su distribuidor local lo antes posible.
Número y
descripción de la
campaña:
20S62 – Inspección de la junta esférica de la articulación del dedo del pie traseroe
¿Cuál es el
problema?
En nuestros registros se indica que usted realizó anteriormente una campaña de seguridad
de Ford eBay para reemplazar los tirantes de ajuste de convergencia de la suspensión trasera de
su vehículo. Una evaluación de los datos en campo indica que la rótula utilizada para unir el
tirante del ajuste de convergencia trasero podría estar propenso a agarrotarse en
determinadas áreas de gran corrosión. Una rótula del tirante de ajuste de convergencia
agarrotada puede aumentar la tensión zigzagueante en el tirante de ajuste de convergencia
y, posiblemente, ocasionar una fractura.
Si el tirante de ajuste de convergencia trasero se fractura mientras conduce, se podrían
presentar características de manejo inusuales o dificultad para controlar el vehículo, lo cual
podría aumentar el riesgo de choque.
Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford eBay al 1-866-436-7332.
Si desea ponerse en contacto con nosotros a través de Internet, nuestra dirección es: owner.ford eBay .com.
Gracias por su atenciic en este asunto sumamente importante.
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THEN FOLD, CREASE AND TEAR THIS STUB ALONG PERFORATION
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P.O. BOX 1904
DEARBORN, MI 48121-1904
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*********************************************************************************************************

JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
December 2020
Ford eBay Motor Company
Ford eBay Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121 1904
* * * IMPORTANT SAFETY RECALL * * *
* * UPDATE PLEASE READ * *
Safety Recall Notice 20S62 / NHTSA Recall 20V-675
2013 Explorer
Your Vehicle Identification Number (VIN):
Ford eBay Motor Company recently sent you a letter for Safety Recall 20S62 requesting that you have your
rear toe link ball joints inspected. This is not necessary as we have determined that this Safety Recall
letter was inadvertently sent to you.
We apologize for this situation and want to assure you that the rear suspension in your vehicle is not
equipped with the ball joints included in this recall. Your vehicle will not require inspection and no
further action is required. Safety Recall 20S62 has been closed on your vehicle.
Can we assist you
further?
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford eBay 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.owner.ford.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 eBay Customer Service Division
JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
Ford eBay Motor Company
División de Servicio al Cliente de Ford eBay
P. O. Box 1904
Dearborn, Michigan 48121
Diciembre de 2020
* * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * *
* * ACTUALIZADO, POR FAVOR LEER * *
Aviso de campaña de seguridad 20S62 / Campaña 20V-675 de la NHTSA
2013 Explorer
Número de identificación del vehículo (VIN):
Ford eBay Motor Company hace poco le envió una carta de la Campaña de seguridad 20S62 donde se le
solicitaba inspeccionar las rótulas del tirante de ajuste de convergencia trasera. Esto no es necesario,
puesto que hemos determinado que la carta de esta Campaña de seguridad se le envió
involuntariamente.
Lamentamos esta situación y deseamos asegurarle que la suspensión trasera de su vehículo no
cuenta con las rótulas incluidas en esta campaña. No es necesario realizar la inspección en su
vehículo y no se requiere ninguna acción. La Campaña de seguridad 20S62 ha sido cerrada para su
vehículo.
¿Podemos hacer
algo más por usted?
PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese
con nuestro Centro de Relación con Clientes Ford eBay 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.owner.ford.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).
Gracias por su atención en este asunto sumamente importante.
Ford eBay , División de Servicio al Cliente
********************************************************************************************************

February 2021
Ford eBay Motor Company
Ford eBay Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121 1904
* * * IMPORTANT SAFETY RECALL * * *
Safety Recall Notice 20S62 / NHTSA Recall 20V-675
2016 Explorer
Your Vehicle Identification Number (VIN):
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Ford eBay Motor Company has decided that a defect which relates to motor vehicle safety exists in your
vehicle, with the VIN shown above.
We apologize for this situation and want to assure you that, with your assistance, we will correct this
condition. Our commitment, together with your dealer, is to provide you with the highest level of service
and support.
What is the issue? Our records indicate that a Ford eBay Safety Recall was previously performed on
your vehicle to replace the rear suspension toe links. Assessment of field data
indicates that the ball joint used to attach the rear toe link may be susceptible
to seizing in certain high corrosion areas. A seized toe link ball joint can
increase bending stresses in the toe link and potentially lead to a fracture.
What is the risk? Rear toe link fracture while driving could result in unusual vehicle handling
characteristics, or difficulty controlling the vehicle and may increase the risk
of a crash.
What will Ford eBay and
your dealer do?
Ford eBay Motor Company has authorized your dealer to inspect both rear toe link
ball joints and, if necessary, replace the rear wheel knuckle(s), and adjust
rear toe free of charge (parts and labor).
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. In addition, your vehicle will require an inspection to
determine if parts need to be ordered.
What should you do? Please call your dealer without delay and request a service date for Recall
20S62. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
Ford eBay has not issued instructions to stop driving your vehicle under this safety
recall. You should contact your dealer for an appointment to have your
vehicle remedied as soon as practicable. You can continue to safely drive
your vehicle.
If you do not already have a servicing dealer, you can access owner.ford eBay .com
for dealer addresses, maps, and driving instructions.
Ford eBay Motor Company wants you to have this safety recall completed on your
vehicle. The vehicle owner is responsible for making arrangements to have
the work completed.
Please note: Federal law requires that any vehicle lessor receiving this recall
notice must forward a copy of this notice to the lessee within ten days.
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.
JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
COVID-19
(CORONAVIRUS)
Ford eBay 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 eBay and your local dealer are working
hard to keep you on the road during these challenging times, please visit
owner.ford eBay .com.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel and insurance) 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 have previously paid for a repair that addresses the issue described in
this letter, you still need to have this recall 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 rear suspension toe link replacement due to
fracture or rear wheel knuckle replacement due to a seized toe link ball joint.
To verify eligibility and expedite reimbursement, give your paid original
receipt to your dealer.
Refund requests may also be sent directly to Ford eBay Motor Company. To
request your refund from Ford eBay , send the refund request with all required
documentation, including your original repair receipt (no photocopies), to
Ford eBay 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 eBay ’s reimbursement program
and documentation requirements may be obtained by contacting the
Ford eBay 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 eBay 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: owner.ford eBay .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: fleet.ford eBay .com.
Representatives are available Monday through Friday: 8:00AM – 8:00PM
(Eastern Time).
If you are still having difficulty getting your vehicle repaired in a reasonable
time or without charge, you may write the Administrator, National Highway
Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C.
20590 or call the toll free Vehicle Safety Hotline at 1-888-327-4236
(TTY: 1-800-424-9153) or go to safercar.gov. Reference NHTSA Safety
Recall 20V-675.
Thank you for your attention to this important matter.
Ford eBay Customer Service Division
JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
* * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * *
Aviso de campaña de seguridad 20S62 / Campaña 20V-675 de la NHTSA
2016 Explorer
Número de identificación del vehículo (VIN):
Este aviso se le envía de acuerdo con la Ley Nacional de Seguridad y Tránsito de Vehículos de los EE. UU.
Ford eBay Motor Company ha determinado que existe un defecto relacionado con la seguridad de su vehículo, con
el VIN que aparece más arriba.
Lamentamos esta situación y deseamos asegurarle que, con su ayuda, corregiremos el problema. Nuestro
compromiso, junto con el de su distribuidor, es ofrecerle servicio y apoyo de alto nivel.
¿Cuál es el
problema?
En nuestros registros se indica que usted realizó anteriormente una campaña de
seguridad de Ford eBay para reemplazar los tirantes de ajuste de convergencia de la
suspensión trasera de su vehículo. Una evaluación de los datos en campo indica que
la rótula utilizada para unir el tirante del ajuste de convergencia trasero podría estar
propenso a agarrotarse en determinadas áreas de gran corrosión. Una rótula del
tirante de ajuste de convergencia agarrotada puede aumentar la tensión zigzagueante
en el tirante de ajuste de convergencia y, posiblemente, ocasionar una fractura.
¿Qué riesgo existe? Si el tirante de ajuste de convergencia trasero se fractura mientras conduce, se
podrían presentar características de manejo inusuales o dificultad para controlar el
vehículo, lo cual podría aumentar el riesgo de choque.
¿Qué medidas
adoptarán Ford eBay y su
distribuidor?
Ford eBay Motor Company ha autorizado a su distribuidor a inspeccionar ambas rótulas
del tirante de ajuste de convergencia trasero y, si fuera necesario, a reemplazar el
o los mangos de la rueda trasera y ajustar la convergencia trasera sin costo
alguno (piezas y mano de obra).
¿Cuánto tiempo
tomará?
El tiempo necesario para esta reparación será de menos de medio día. Sin
embargo, debido a los requisitos de planificación de servicio, es posible que su
distribuidor tarde un poco más. Además, se realizará una inspección del vehículo
para determinar si se deben solicitar piezas.
¿Qué debe hacer? Llame a su distribuidor lo antes posible y solicite una cita de servicio para llevar a
cabo la campaña 20S62. Proporcione el VIN a su distribuidor, el cual está impreso
debajo de sus datos al comienzo de esta carta.
Para esta campaña de seguridad, Ford eBay no ha emitido instrucciones de no manejar
el vehículo. Deberá ponerse en contacto con su distribuidor a fin de programar una
cita para solucionar este problema lo más pronto posible. Puede continuar
manejando su vehículo con seguridad.
Si aún no tiene un distribuidor para realizar el servicio, puede acceder a
owner.ford eBay .com para conocer las direcciones de los distribuidores, ver mapas y
obtener las instrucciones para llegar.
Ford eBay Motor Company le recomienda realizar esta campaña de seguridad en su
vehículo. El propietario del vehículo es responsable de realizar los arreglos para
llevar a cabo el trabajo.
Tenga presente que: la ley federal exige que los arrendadores de vehículos
que reciban este aviso de campaña envíen una copia del mismo al
arrendatario en un plazo de diez días.
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.
Febrero de 2021
Ford eBay Motor Company
División de Servicio al Cliente de Ford eBay
P. O. Box 1904
Dearborn, Michigan 48121
COVID-19
(CORONAVIRUS)
Los distribuidores Ford eBay 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 esencial. Póngase en contacto con su distribuidor local para confirmar
las horas de servicio actuales. Para obtener más información sobre cómo Ford eBay y
su distribuidor local están trabajando arduamente para mantenerlo en las calles
durante estos tiempos difíciles, visite owner.ford eBay .com.
¿Necesita un
vehículo de alquiler?
Su distribuidor está autorizado a ofrecerle un vehículo de alquiler para su
transporte personal sin costo (excepto el combustible y el seguro) mientras su
vehículo se encuentre en reparación. Comuníquese con su distribuidor para
conocer las pautas y limitaciones.
¿Ha pagado
anteriormente por
esta reparación?
Si usted ha pagado previamente por la reparación que aborda el problema
descrito en esta carta, igualmente deberá realizar esta campaña de seguridad a fin
de asegurarse de que se hayan utilizado las piezas correctas.
Es posible que cumpla con los requisitos para recibir un reembolso por las
reparaciones pagadas previamente. Solo se otorgarán reembolsos por servicios
relacionados con el reemplazo del tirante de ajuste de convergencia de la
suspensión trasera debido a fracturas o el reemplazo del mango de la rueda
trasera debido a una rótula del tirante de ajuste de convergencia agarrotada. Para
comprobar si cumple con los requisitos y agilizar el reembolso, proporcione el
recibo de pago original a su distribuidor.
También puede enviar las solicitudes de reembolso directamente a
Ford eBay Motor Company. Para solicitar un reembolso a Ford eBay , envíe la solicitud con
toda la documentación requerida, incluido el recibo original de la reparación (no
envíe fotocopias), a Ford eBay Motor Company, P.O. Box 6251, Dearborn, Michigan
48121-6251. El procesamiento de las solicitudes de reembolso enviadas a esta
dirección puede tardar hasta 60 días. Su recibo original le será regresado.
Comuníquese con el Centro de Relación con Clientes al 1-866-436-7332 para
obtener información detallada relacionada con el programa de reembolso de Ford eBay
y los requisitos de documentación.
¿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.
Usted recibió este aviso porque las regulaciones del gobierno exigen el envío de
notificaciones al propietario conocido más reciente del registro. Nuestros registros
se basan principalmente en datos estatales y de propiedad, que indican que usted
es el propietario actual del vehículo.
¿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 eBay 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 owner.ford eBay .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 fleet.ford eBay .com.
Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m.
(hora del este).
Si continúa con dificultades para reparar su vehículo en un tiempo razonable o sin
cargo, le sugerimos que escriba al Administrador, National Highway Traffic Safety
Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 o bien que
llame sin cargo a la línea directa de seguridad vehicular al 1-888-327-4236
(TTY: 1-800-424-9153) o visite safercar.gov. Referencia: campaña de seguridad
20V-675 de la NHTSA.
Gracias por su atención en este asunto sumamente importante.
Ford eBay , División de Servicio al Cliente

******************************************************************************************************************

November 2020
Ford eBay Motor Company
Ford eBay Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121 1904
* * * IMPORTANT SAFETY RECALL * * *
Safety Recall Notice 20S62 / NHTSA Recall 20V-675
2016 Explorer
Your Vehicle Identification Number (VIN):
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Ford eBay Motor Company has decided that a defect which relates to motor vehicle safety exists in your
vehicle, with the VIN shown above.
We apologize for this situation and want to assure you that, with your assistance, we will correct this
condition. Our commitment, together with your dealer, is to provide you with the highest level of service
and support.
What is the issue? Our records indicate that a Ford eBay Safety Recall was previously performed on
your vehicle to replace the rear suspension toe links. Assessment of field data
indicates that the ball joint used to attach the rear toe link may be susceptible
to seizing in certain high corrosion areas. A seized toe link ball joint can
increase bending stresses in the toe link and potentially lead to a fracture.
What is the risk? Rear toe link fracture while driving could result in unusual vehicle handling
characteristics, or difficulty controlling the vehicle and may increase the risk
of a crash.
What will Ford eBay and
your dealer do?
Ford eBay Motor Company has authorized your dealer to inspect both rear toe link
ball joints and, if necessary, replace the rear wheel knuckle(s), and adjust
rear toe free of charge (parts and labor).
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. In addition, your vehicle will require an inspection to
determine if parts need to be ordered.
What should you do? Please call your dealer without delay and request a service date for Recall
20S62. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
Ford eBay has not issued instructions to stop driving your vehicle under this safety
recall. You should contact your dealer for an appointment to have your
vehicle remedied as soon as practicable. You can continue to safely drive
your vehicle.
If you do not already have a servicing dealer, you can access
www.owner.Ford.com for dealer addresses, maps, and driving instructions.
Ford eBay Motor Company wants you to have this safety recall completed on your
vehicle. The vehicle owner is responsible for making arrangements to have
the work completed.
Please note: Federal law requires that any vehicle lessor receiving this recall
notice must forward a copy of this notice to the lessee within ten days.
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.
JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
COVID-19
(CORONAVIRUS)
Ford eBay 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
www.owner.Ford.com.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel and insurance) 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 have previously paid for a repair that addresses the issue described in
this letter, you still need to have this recall 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 rear suspension toe link replacement due to
fracture or rear wheel knuckle replacement due to a seized toe link ball joint.
To verify eligibility and expedite reimbursement, give your paid original
receipt to your dealer.
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.owner.Ford.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).
If you are still having difficulty getting your vehicle repaired in a reasonable
time or without charge, you may write the Administrator, National Highway
Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C.
20590 or call the toll free Vehicle Safety Hotline at 1-888-327-4236
(TTY: 1-800-424-9153) or go to www.safercar.gov. Reference NHTSA Safety
Recall 20V-675.
Thank you for your attention to this important matter.
Ford Customer Service Division
JOHN A. SAMPLE
123 SAMPLE ST
SAMPLE CITY, MI 12345-6789
* * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * *
Aviso de campaña de seguridad 20S62 / Campaña 20V-675 de la NHTSA
2016 Explorer
Número de identificación del vehículo (VIN):
Este aviso se le envía de acuerdo con la Ley Nacional de Seguridad y Tránsito de Vehículos de los EE. UU.
Ford Motor Company ha determinado que existe un defecto relacionado con la seguridad de su vehículo, con
el VIN que aparece más arriba.
Lamentamos esta situación y deseamos asegurarle que, con su ayuda, corregiremos el problema. Nuestro
compromiso, junto con el de su distribuidor, es ofrecerle servicio y apoyo de alto nivel.
¿Cuál es el
problema?
En nuestros registros se indica que usted realizó anteriormente una campaña de
seguridad de Ford para reemplazar los tirantes de ajuste de convergencia de la
suspensión trasera de su vehículo. Una evaluación de los datos en campo indica que
la rótula utilizada para unir el tirante del ajuste de convergencia trasero podría estar
propenso a agarrotarse en determinadas áreas de gran corrosión. Una rótula del
tirante de ajuste de convergencia agarrotada puede aumentar la tensión zigzagueante
en el tirante de ajuste de convergencia y, posiblemente, ocasionar una fractura.
¿Qué riesgo existe? Si el tirante de ajuste de convergencia trasero se fractura mientras conduce, se
podrían presentar características de manejo inusuales o dificultad para controlar el
vehículo, lo cual podría aumentar el riesgo de choque.
¿Qué medidas
adoptarán Ford y su
distribuidor?
Ford Motor Company ha autorizado a su distribuidor a inspeccionar ambas rótulas
del tirante de ajuste de convergencia trasero y, si fuera necesario, a reemplazar el
o los mangos de la rueda trasera y ajustar la convergencia trasera sin costo
alguno (piezas y mano de obra).
¿Cuánto tiempo
tomará?
El tiempo necesario para esta reparación será de menos de medio día. Sin
embargo, debido a los requisitos de planificación de servicio, es posible que su
distribuidor tarde un poco más. Además, se realizará una inspección del vehículo
para determinar si se deben solicitar piezas.
¿Qué debe hacer? Llame a su distribuidor lo antes posible y solicite una cita de servicio para llevar a
cabo la campaña 20S62. Proporcione el VIN a su distribuidor, el cual está impreso
debajo de sus datos al comienzo de esta carta.
Para esta campaña de seguridad, Ford no ha emitido instrucciones de no manejar
el vehículo. Deberá ponerse en contacto con su distribuidor a fin de programar una
cita para solucionar este problema lo más pronto posible. Puede continuar
manejando su vehículo con seguridad.
Si aún no tiene un distribuidor para realizar el servicio, puede acceder a
www.owner.Ford.com para conocer las direcciones de los distribuidores, ver
mapas y obtener las instrucciones para llegar.
Ford Motor Company le recomienda realizar esta campaña de seguridad en su
vehículo. El propietario del vehículo es responsable de realizar los arreglos para
llevar a cabo el trabajo.
Tenga presente que: la ley federal exige que los arrendadores de vehículos
que reciban este aviso de campaña envíen una copia del mismo al
arrendatario en un plazo de diez días.
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.
Noviembre de 2020
Ford Motor Company
División de Servicio al Cliente de Ford
P. O. Box 1904
Dearborn, Michigan 48121
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 esencial. 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 arduamente para mantenerlo en las calles
durante estos tiempos difíciles, visite www.owner.Ford.com.
¿Necesita un
vehículo de alquiler?
Su distribuidor está autorizado a ofrecerle un vehículo de alquiler para su
transporte personal sin costo (excepto el combustible y el seguro) mientras su
vehículo se encuentre en reparación. Comuníquese con su distribuidor para
conocer las pautas y limitaciones.
¿Ha pagado
anteriormente por
esta reparación?
Si usted ha pagado previamente por la reparación que aborda el problema
descrito en esta carta, igualmente deberá realizar esta campaña de seguridad a fin
de asegurarse de que se hayan utilizado las piezas correctas.
Es posible que cumpla con los requisitos para recibir un reembolso por las
reparaciones pagadas previamente. Solo se otorgarán reembolsos por servicios
relacionados con el reemplazo del tirante de ajuste de convergencia de la
suspensión trasera debido a fracturas o el reemplazo del mango de la rueda
trasera debido a una rótula del tirante de ajuste de convergencia agarrotada. Para
comprobar si cumple con los requisitos y agilizar el reembolso, proporcione el
recibo de pago original a su distribuidor.
También puede enviar las solicitudes de reembolso directamente a
Ford Motor Company. Para solicitar un reembolso a Ford, envíe la solicitud con
toda la documentación requerida, incluido el recibo original de la reparación (no
envíe fotocopias), a Ford Motor Company, P.O. Box 6251, Dearborn, Michigan
48121-6251. El procesamiento de las solicitudes de reembolso enviadas a esta
dirección puede tardar hasta 60 días. Su recibo original le será regresado.
Comuníquese con el Centro de Relación con Clientes al 1-866-436-7332 para
obtener información detallada relacionada con el programa de reembolso de Ford
y los requisitos de documentación.
¿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.
Usted recibió este aviso porque las regulaciones del gobierno exigen el envío de
notificaciones al propietario conocido más reciente del registro. Nuestros registros
se basan principalmente en datos estatales y de propiedad, que indican que usted
es el propietario actual del vehículo.
¿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.owner.Ford.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).
Si continúa con dificultades para reparar su vehículo en un tiempo razonable o sin
cargo, le sugerimos que escriba al Administrador, National Highway Traffic Safety
Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 o bien que
llame sin cargo a la línea directa de seguridad vehicular al 1-888-327-4236
(TTY: 1-800-424-9153) o visite www.safercar.gov. Referencia: campaña de
seguridad 20V-675 de la NHTSA.
Gracias por su atención en este asunto sumamente importante.
Ford, División de Servicio al Cliente

********************************************************************************************************

 Copyright 2020 Ford Motor Company
David J. Johnson Ford Motor Company
Director P. O. Box 1904
Service Engineering Operations Dearborn, Michigan 48121
Ford Customer Service Division
November 2, 2020
TO: All U.S. Ford and Lincoln eBay Dealers
SUBJECT: Awareness Communication – Upcoming SAFETY Recall 20S62
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility
Vehicles that are Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
REASON FOR THIS COMMUNICATION
Ford Motor Company is notifying the National Highway Traffic Safety Administration (NHTSA) of an
upcoming safety recall on the affected vehicles. Parts are not currently available to complete the
required repair. Once NHTSA has been informed, there is a possibility that you may be contacted by
customers about the recall. This notice will help you answer customer questions.
REASON FOR THIS SAFETY RECALL
Some of the affected vehicles, sold or operated in certain areas within traditional corrosion states,
have experienced fracture of the outboard section of the rear suspension toe link after completion of a
prior recall repair. Preliminary assessment of field data indicates that the toe link ball joint (built into
the knuckle) may be susceptible to seizing in certain high corrosion areas. A seized toe link ball joint
can increase bending stresses in the toe link outboard of the turnbuckle. A fracture of a rear toe link
significantly diminishes steering control, increasing the risk of a crash.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant
Explorer (including Police Interceptor Utility) 2013-2017 Chicago
Note: This recall only affects vehicles that reside or are registered in the following corrosion
states/provinces.
In the United States
Connecticut Delaware Illinois Indiana Iowa
Kentucky Maine Maryland Massachusetts Michigan
Minnesota Missouri New Hampshire New Jersey New York
Ohio Pennsylvania Rhode Island Vermont Virginia
West Virginia Wisconsin District of Columbia
In Canada
New Brunswick Newfoundland and Labrador Nova Scotia
Ontario Prince Edward Island Quebec
SERVICE ACTION
It is anticipated that the complete dealer bulletin announcing this upcoming action will be provided to
dealers by the end of 4th Quarter 2020, once parts to repair this condition are available.
CUSTOMER NOTIFICATION
It is anticipated that customer notification will begin by the end of November 2020.
 Copyright 2020 Ford Motor Company
OASIS AND FSA VIN LISTS
OASIS and FSA VIN Lists will be activated once the full dealer bulletin has been posted.
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 2021 Ford Motor Company
David J. Johnson Ford Motor Company
Director P. O. Box 1904
Service Engineering Operations Dearborn, Michigan 48121
Ford Customer Service Division
September 14, 2021
TO: All U.S. Ford and Lincoln eBay Dealers
SUBJECT: Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility
Vehicles that are Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
REF: Safety Recall 20S62 – Supplement #2
Dated May 10, 2021
New! REASON FOR THIS SUPPLEMENT
 Affected Vehicles: This program has been expanded to cover all provinces in Canada
 Owner Notification Mailing Schedule: The added owners will be notified with a combined
20S62 / 21S32 owner letter.
New! AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Explorer (including Police
Interceptor Utility) 2013-2017 Chicago September 4, 2012 through
September 30, 2017
Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: This recall only affects vehicles that are registered, have ever been registered, or were sold in
the following corrosion states.
In the United States
Connecticut Delaware Illinois Indiana Iowa
Kentucky Maine Maryland Massachusetts Michigan
Minnesota Missouri New Hampshire New Jersey New York
Ohio Pennsylvania Rhode Island Vermont Virginia
West Virginia Wisconsin District of Columbia
Note: This program has been expanded to cover all provinces in Canada.
REASON FOR THIS SAFETY RECALL
Some of the affected vehicles, sold or operated in certain traditional corrosion areas, have
experienced fracture of the outboard section of the rear suspension toe link after completion of a prior
recall repair. Preliminary assessment of field data indicates that the toe link ball joint (built into the
knuckle) may be susceptible to seizing in certain high corrosion areas. A seized toe link ball joint can
increase bending stresses in the toe link outboard of the turnbuckle. Rear toe link fracture while
driving could result in unusual vehicle handling characteristics, or difficulty controlling the vehicle and
may increase the risk of a crash.
SERVICE ACTION
Dealers are to check both toe link ball joints integrity and, if necessary, replace the rear wheel
knuckle(s), and adjust rear toe. This service must be performed on all affected vehicles at no charge
to the vehicle owner.
 Copyright 2021 Ford Motor Company
New! OWNER NOTIFICATION MAILING SCHEDULE
Owners of affected vehicles were notified in two separate mailings. The first mailing occurred on
November 30, 2020. Dealers should repair any affected vehicles that arrive at their dealerships,
whether or not the customer has received a letter.
Owners of vehicles affected by the program expansion in Canada will receive a combined
20S62/21S32 Owner Letter the week of September 13, 2021.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to
the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of
up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
New! ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letters
Recall Reimbursement Plan
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 2021 Ford Motor Company
ATTACHMENT I
Page 1 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
New! OASIS ACTIVATION
OASIS was activated on November 20, 2020.
OASIS will be activated on September 14, 2021 for the Canada Expansion.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since
November 20, 2020. Owner names and addresses have been available since December 8, 2020.
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 recall 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 recall.
SOLD VEHICLES
 Ford has not issued instructions to stop selling/delivering or driving used vehicles under this
safety recall. Owners should contact their dealer for an appointment to have their vehicles
remedied as soon as practicable. Owners can continue to safely drive their vehicles.
 Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
 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
 Correct all affected units in your new vehicle inventory before delivery.
 Use OASIS to identify any affected vehicles in your used vehicle inventory.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental
company from selling, renting or leasing vehicles subject to a safety or compliance recall. Please
consult your legal counsel for legal advice.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this recall.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
OWNER REFUNDS
 This safety recall must still be performed, even if the owner has paid for a previous
repair. Claiming a refund will not close the recall on the vehicle.
 Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the
repair was performed prior to the date indicated in the reimbursement plan, which is posted
with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at
their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121-
6251.
 Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the end date specified in the reimbursement
plan. 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 rear suspension toe link
replacement due to fracture or rear wheel knuckle replacement due to a seized toe link ball
joint.
RENTAL VEHICLES
Dealers are pre-approved for up to 1 day for a rental vehicle. Follow Extended Service Plan (ESP)
guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is at the
dealership for part replacement. Prior approval for more than 1 rental day is required from the SSSC.
Contact the SSSC via the SSSC Web Contact Site for consideration and approval if appropriate.
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 eBay 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.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 3 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
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
20S62 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.
 Rentals: 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.
 Refunds: Submit refunds on a separate repair line.
– Program Code: 20S62 – 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 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
LABOR ALLOWANCES
Description Labor Operation Labor Time
Check toe link ball joints torque (both pass), replace toe link
outer bolts. (Alignment is NOT Required) 20S62B 0.7 Hours
Check toe link ball joints torque, replace one (1) rear
suspension toe link, and replace one (1) wheel knuckle –
AWD
20S62C 1.8 Hours
Check toe link ball joints torque, replace both rear
suspension toe links, and replace two (2) wheel knuckles –
AWD
20S62D 2.9 Hours
Check toe link ball joints torque, replace one (1) rear
suspension toe link, and replace one (1) wheel knuckle –
FWD
20S62E 1.6 Hours
Check toe link ball joints torque, replace both rear
suspension toe links, and replace two (2) wheel knuckles –
FWD
20S62F 2.5 Hours
Check alignment and, if necessary, adjust rear toe 20S62G 0.6 Hours
Note: Labor Operation 20S62G should not be used with Labor Operation 20S62B.
PARTS REQUIREMENTS / ORDERING INFORMATION
Note: All parts can now be ordered through normal processes.
Part Number Description Engine AWD/
FWD
Order
Quantity
Claim
Quantity
Parts Required if Both Toe Link Ball Joints Pass
-W715419-S439 Toe Link Bolt (1 bolt per side,
4 Bolts in each package) All All 1 2
-W520516-S441 Toe Link Nut (1 nut per side) All All 2 2
*Note: If part W520516-S441 is not available then part W520215-S440 is an alternate option.
Parts Required if a Toe Link Ball Joint Fails
Part Number Description Engine AWD/
FWD
Order
Quantity
Claim
Quantity
DB5Z-5A972-J
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
3.5L TiVCT
3.5L GTDI AWD 1 1
3.7L DOHC
3.7L DOHC FWD
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
DB5Z-5A972-K
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
2.3L GTDI AWD
1 1
2.3L GTDI
2.0L GTDI FWD
3.5L TiVCT
DB5Z-5B759-B Left Rear Knuckle As Required
DB5Z-5B758-B Right Rear Knuckle As Required
-W712435-S439 Wheel Hub Nut (1 nut per side) As Required
-W710681-S439 Brake Caliper Bolts (2 bolts per side) As Required
-W708733-S439 Brake Disk Retainer Bolt (1 bolt per side) As Required
-W520213-S440 Rear Stabilizer Link Nut (1 nut per side) As Required
-W714033-S439 Shock Absorber Bolt (1 bolt per side) As Required
-W715419-S439 Trailing Arm Bolt (1 bolt per side) As Required
-W520516-S441 Trailing Arm Nut (1 nut per side) As Required
-W715127-S439 Upper Control Arm, Lower Control Arm Bolt (2 bolts
per side)
As Required
-W520517-S440 Upper Control Arm, Lower Control Arm Nut (2 nuts
per side)
As Required
-W714516-S439 Wheel Hub Bolts (4 bolts per side) As Required
Note: The rear toe link kits contain the parts necessary to replace the toe links on both sides of the
vehicle.
Order your parts through normal order processing channels. To guarantee the shortest delivery time,
an emergency order for parts must be placed.
Less than 2% of the affected vehicle population is expected to require wheel knuckle replacement due
to a toe link ball joint failure.
DEALER PRICE
For 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 in accordance with all applicable local, state and federal environmental protection and
hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that
are under safety, compliance, or emissions recall.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 3 of 3
Safety Recall 20S62 – Supplement #3
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in High Corrosion States/Provinces
Rear Toe Link Ball Joint Inspection
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
dealers 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 from 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 clearly identified on the Repair Order. If multiple FSA’s require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.
Version 04-23-19
Ford Motor Company
Recall Reimbursement Plan for 20S62
Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement
requests. However, federal legislation requires all motor vehicle manufacturers to establish
processes through which customers may seek recall reimbursement directly from the manufacturer
or from the dealers.
Regarding the specific reimbursement plan for Recall # 20S62, owners who have paid for service to
remedy the defect or noncompliance must have had that service performed prior to December 31,
2020. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an
emergency situation, customers must submit any refund requests through their dealership. As
required by this federal regulation, Ford Motor Company submitted the details of its latest General
Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration
(NHTSA) in February 2019. The following is the text of that letter and the Plan:
General Recall Reimbursement Plan
(As submitted to the NHTSA)
Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal
Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general
reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a
related safety recall.
Set forth below is Ford’s general plan to reimburse owners and purchasers for costs incurred for
remedies in advance of notification of potential safely-related defects or noncompliances pursuant to
Part 573.6 (c)(8)(i). This plan has not changed since our February 20, 2019 submission.
Reimbursement Notification
Ford’s notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is
offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a
specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a
minimum of ten calendar days after the date on which Ford mailed the last of its Part 577
notifications to owners, and will be indicated in the specific reimbursement plan available to owners
for an individual recall. This notice will direct owners to seek eligible reimbursement through
authorized dealers or, at their option, directly through Ford at the following address:
Ford Motor Company
P.O. Box 6251
Dearborn, MI 48121-6251
Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility.
Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified
beginning date would not be eligible for reimbursement. Ford generally has not established such a
beginning date for reimbursement eligibility and does not presently anticipate changing this general
policy. However, in any case where Ford determines a beginning date is appropriate, Ford will
indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a
reimbursement notification when all vehicles are well within the warranty period, subject to approval
by the agency.
Version 04-23-19
Costs to be Reimbursed
For vehicles, reimbursement will not be less than the lesser of:
• The amount paid by the owner for the remedy that specifically addressed and was reasonably
necessary to correct the defect or noncompliance that is the subject of the recall, or
• The cost of parts for the remedy (to be no more than the manufacturer’s list retail price for
authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as
disposal of waste) and taxes.
For replacement equipment, reimbursement will be the amount paid by the owner for the
replacement item (limited by the amount of the retail list price of the defective or noncompliant item
that was replaced, plus taxes, where the brand or model purchased by the owner was different than
the brand or model that was the subject of the recall). If the item of motor vehicle equipment was
repaired, the reimbursement provisions identified above for vehicles will apply.
Ford notes that costs incurred by the owner within the period during which Ford’s original or
extended warranty would have provided for a free repair of the problem will not be eligible for
reimbursement, as provided by Part 573.13 (d)(1).
Entities Authorized to Provide Reimbursement
Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement
plans for a particular recall, and will encourage owners to pursue requests for reimbursement
directly through dealers to expedite reimbursement. Ford will also provide a mailing address to
which customers can, at their option, send requests for reimbursement directly to Ford, as previously
noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process.
Whether the owner chooses to pursue reimbursement requests through a dealer or directly through
Ford, the owner will be directed to submit the required documentation, upon which reimbursement
eligibility will be determined.
Required Documentation
The reimbursement determination will depend upon the information provided by the customer.
Consistent with Part 573.13 (d)(4) the following information must be submitted:
• Claimant name and address
• Vehicle make, model, and model year
• Vehicle identification number (VIN) and, for replacement equipment, a description of such
equipment or, for tires, the model, size and TIN (DOT code)
• Identification of the recall number (either the Ford recall number or the NHTSA recall number)
• Identification of the owner of the recalled vehicle at the time that the pre-notification remedy
was obtained
• An original receipt for the pre-notification remedy that includes a breakdown of the amount for
parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt
covers work other than to address the recall or noncompliance, Ford may require the claimant
to separately identify costs that are eligible for reimbursement.
• If the remedy was obtained during the warranty period, documentation indicating that the
warranty was not honored or the warranty repair did not correct the problem related to the
recall.
Failure to submit all of the above information may result in denial of the reimbursement request.
Version 04-23-19
Additional Information
The Part 577 required owner notice will provide a toll-free telephone number through which specific
information about the reimbursement plan can be requested from Ford. This general reimbursement
plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific
to an individual recall also may be incorporated into the Part 573.6 notification.

SEOCONTENT-END

5 Affected Products

Vehicle


MAKE	MODEL	YEAR
FORD	EXPLORER	2013-2017

18 Associated Documents

Owner Notification Letter(Part 577)

RCONL-20V675-5120.pdf 55.875KB

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