NHTSA ID Number: 10183405
Manufacturer Communication Number: 20B39
Summary
Certain 2020 Model Year Multiple Vehicle Lines Front View and Center High Mount Stop Lamp Camera Improper Function In some of the affected vehicles, insufficient electrical conductivity within the Printed Circuit Board (PCB) internal to the camera may lead to intermittent front view or Center High Mount Stop Lamp (CHMSL) camera operation. This could result in a blank or distorted image from the front of the vehicle or of the truck bed Dealers are to replace the front view camera or the CHMSL camera following the dealer bulletin technical information. This service must be performed on all affected vehicles at no charge to the vehicle owner.
November 6, 2020
TO: All U.S. Ford
and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
PROGRAM TERMS
This program will be in effect through November 30, 2030 or a maximum of 150,000 miles, whichever occurs first. If a vehicle already has accumulated more than 150,000 miles, this coverage will last through May 31, 2021.
AFFECTED VEHICLES
NOTE: Only analog cameras are affected by this program.
| Vehicle | Model Year | Assembly Plant | Build Dates |
| F-150 | 2020 | Dearborn | October 26, 2019 through May 18, 2020 |
| Kansas City | November 2, 2019 through May 18, 2020 | ||
| Transit | Kansas City | March 3, 2020 through March 11, 2020 | |
| F-Super Duty | Kentucky Truck | November 3, 2019 through May 18, 2020 | |
| Expedition | Kentucky Truck | October 30, 2019 through June 22, 2020 | |
| Edge | Oakville | November 13, 2019 through May 26, 2020 | |
| Nautilus | Oakville | November 21, 2019 through May 26, 2020 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, insufficient electrical conductivity within the Printed Circuit Board (PCB) internal to the camera may lead to intermittent front view or Center High Mount Stop Lamp (CHMSL) camera operation. This could result in a blank or distorted image from the front of the vehicle or of the truck bed.
SERVICE ACTION
Dealers are to replace the front view camera or the CHMSL camera following the dealer bulletin technical information. This service must be performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION AND MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 9, 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
ATTACHMENT I
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
OASIS ACTIVATION
OASIS will be activated on November 6, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 6, 2020. Owner names and addresses will be available by November 24, 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 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.
- 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.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07715, 2020 Lincoln Pickup & Delivery Updates.
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.
- 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 20B39 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.
- Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC07715, 2020 Lincoln Pickup & Delivery Updates for details.
ATTACHMENT II
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
LABOR ALLOWANCES
| Description | Vehicle | Labor Operation | Labor Time |
| Replace Analog Front View Camera (includes time for camera configuration) | F-150 | 20B39B | 1.1 Hours |
| Raptor | 20B39C | 0.8 Hours | |
| Transit | 20B39D | 1.1 Hours | |
| Expedition | 20B39E | 1.5 Hours | |
| Edge | 20B39F | 1.5 Hours | |
| Nautilus | 20B39G | 1.5 Hours | |
| Replace CHMSL Analog Camera – if equipped (includes time for camera configuration) | F-Super Duty | 20B39H | 0.4 Hours |
| 360 Degree View Camera Alignment or Pro Trailer Backup Assist (PTBA) Camera Alignment (as needed) | F-150/Raptor,
Expedition, Nautilus | 20B39J | 0.5 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
| Description | Order Quantity | Claim Quantity | Part Number |
| F-150 Raptor – Front View Camera | 1 | 1 | JL3Z-19G490-F |
| F-150 – Front View Camera | 1 | 1 | JL3Z-19G490-E |
| Transit – Front View Camera | 1 | 1 | LK4Z-19G490-H |
| Expedition – Front View Camera | 1 | 1 | JL1Z-19G490-B |
| Edge – Front View Camera | 1 | 1 | K2GZ-19G490-C |
| Nautilus – Front View Camera | 1 | 1 | K2GZ-19G490-A |
| F-Super Duty – CHMSL Camera (if equipped) | 1 | 1 | HC3Z-19G490-Z |
Order your parts 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, 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.
ATTACHMENT III
CERTAIN 2020 MODEL YEAR MULTIPLE VEHICLE LINES — FRONT VIEW AND CENTER HIGH MOUNTED STOP LAMP CAMERA IMPROPER FUNCTION
SERVICE PROCEDURE
NOTE: Only analog cameras are affected by this program.
NOTE: Some cameras may have a rubber grommet or a spacer on them. If the replacement camera does not have the rubber grommet or spacer installed, transfer the original camera rubber grommet or spacer to the new camera before installation.
NOTE: If equipped, transfer the washer nozzle and tube assembly to the new camera. See Figure 1.
All Except F-Super Duty Vehicles
1. Replace the Front Parking Aid Camera. Please follow the Workshop Manual (WSM) procedures in Section 413-13.
F-Super Duty Vehicles Only
1. Replace the Center High Mounted Stop Lamp (CHMSL) camera. Please follow the Workshop Manual (WSM) procedures in Section 413-13.
2. Transfer the original CHMSL camera rubber grommet to the new CHMSL camera. See Figure 2.
November 2020
Customer Satisfaction Program 20B39
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-charge Customer Satisfaction Program for your vehicle with the VIN shown above.
| Why are you receiving this notice? | On your vehicle, the front view camera could intermittently display a blank or distorted image. |
| What is the effect? | When selected as a camera option, a front view camera that intermittently displays a blank or distorted image may reduce the driver’s view from the front of the vehicle. |
| What will Ford and your dealer do? | In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to replace the front view camera free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30, 2030 or 150,000 miles, whichever occurs first. 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. |
| What should you do? | Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 20B39. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access www.owner.ford.com for dealer addresses, maps, and driving instructions.
Ford 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. |
| What if you no longer own this vehicle? | If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current owner. |
| Can we assist you further? | If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our Ford For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM(Eastern Time). 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. |
Thank you for your attention to this important matter.
Ford Customer Service Division
November 2020
Customer Satisfaction Program 20B39
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln 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? | On your vehicle, the front view camera could intermittently display a blank or distorted image. |
| What is the effect? | When selected as a camera option, a front view camera that intermittently displays a blank or distorted image may reduce the driver’s view from the front of the vehicle. |
| What will Lincoln and your dealer do? | In the interest of customer satisfaction, the Lincoln Motor Company has authorized your dealer to replace the front view camera free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30, 2030 or 150,000 miles, whichever occurs first. 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. |
| What should you do? | Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 20B39. Provide the dealer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter.
Lincoln If you do not already have a servicing dealer, you can access www.Lincolnowner.com for dealer addresses, maps, and driving instructions. The Lincoln NOTE: You can receive information about Recalls and Customer Satisfaction Programs through The Lincoln Way: Lincoln |
| COVID-19
(CORONAVIRUS) | Lincoln dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting client vehicles and vehicles used for Pickup & Delivery* both 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 Lincoln and your local dealer are working hard to keep you on the road during these challenging times, please visit owner.lincoln.com.
*Complimentary Lincoln |
| What if you no longer own this vehicle? | If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current owner. |
| Can we assist you further? | If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our 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.Lincolnowner.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.
The Lincoln Motor Company
9 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| FORD | EDGE | 2020 |
| FORD | EXPEDITION | 2020 |
| FORD | F-150 | 2020 |
| FORD | F-250 SD | 2020 |
| FORD | F-350 SD | 2020 |
| FORD | F-450 SD | 2020 |
| FORD | F-550 SD | 2020 |
| FORD | TRANSIT | 2020 |
| LINCOLN | NAUTILUS | 2020 |
1 Associated Document
Manufacturer Communications
Customer Satisfaction Program 20B39
November 6, 2020
MC-10183405-0001.pdf 649.912KB
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Last update on 2026-06-09 / Affiliate links / Images from Amazon Product Advertising API
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