Customer Satisfaction Program 20N11 – Roof Rack Cover Inspection/Repair – 2016-2019 Ford Explorer

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NHTSA ID Number: 10199479

Manufacturer Communication Number: 20N11-S3

 

Summary

On some of the affected vehicles, the roof rack covers may become detached from the vehicle.

 

 


4 Affected Products

Vehicle

MAKE MODEL YEAR
FORD EXPLORER 2016-2019

 


PROGRAM TERMS

This program provides a one-time repair for the roof rail covers and retaining clips to 10 years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.  This is a one-time repair program. Both roof rail covers should be serviced at time of repair.

If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage will last through June 30, 2021.

Coverage is automatically transferred to subsequent owners.

 

VEHICLES COVERED BY THIS PROGRAM

Vehicle Model Year Assembly Plant Build Dates
Explorer 2016-2019 Chicago September 19, 2014 through March 3, 2019

 

REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE

On some of the affected vehicles, the roof rack covers may become detached from the vehicle.

 

SERVICE ACTION

If an affected vehicle exhibits this condition, dealers are to replace any broken roof rail clips and loose or damaged roof rail covers. Dealers are to secure roof rail covers with two-part epoxy as described in the technical instructions. This service must be performed at no charge to the vehicle owner.

NOTE: Both roof rail covers should be serviced at time of repair.

 

OWNER NOTIFICATION AND MAILING SCHEDULE

Owner Letters are expected to be mailed the week of January 11, 2021. Dealers should repair any affected vehicles that experience roof rail cover detachment, whether or not the customer has received a letter.

 

TITLE BRANDED / SALVAGED VEHICLES

Vehicles with cancelled warranties are not eligible for this service action.

 

OWNER REFUNDS

  • Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires June 30, 2021.
  • Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
  • Refunds will only be provided for the cost associated with roof rail cover or retaining clip replacement.

 

RENTAL VEHICLES

The use of rental vehicles is not approved for this program.

Part shortages do not qualify for rental vehicles with this program.

 

PARTS REQUIREMENTS

Part Number Description   Order Quantity
-78551A46- RH Roof Rail Cover

(part number varies by vehicle – use Ford ECat to identify the specific part number by VIN)

As Needed
-78551A47- LH Roof Rail Cover

(part number varies by vehicle – use Ford ECat to identify the specific part number by VIN)

As Needed

 

Part Number Description  Order Quantity Claim Quantity
FB5Z-7851050-A Retaining Clips (inserted in Roof Rack Base)
(1 per package, 7 each side, 14 possible)Note: Replacing all 14 clips is not required unless they are broken and is considered over repairing a vehicle.
As Required
0 to 14

 

Part Number Description  Order Quantity Claim Quantity
W709002-SS3GA Christmas Tree Retainer Pin
(to be drilled into roof rack cover)
(4 per package, 4 per side, 8 required
2 8

 


CERTAIN 2016-2019 MODEL YEAR EXPLORER VEHICLES EQUIPPED WITH SATIN OR CHROME PLATED ROOF RACK COVERS— ROOF RACK COVER INSPECTION/REPAIR

 

Table Of Contents

Inspection – 4
Pass / Fail – 6
Cleaning – 11
Drilling and securing – 12
Appendix A – Picture Requirement – 17

 

OVERVIEW

Most customers can be serviced in one dealer visit by completing the following:

• Inspection procedure, all parts are reusable.
• Clean Off Adhesive from prior repair.
• Drilling and Push Pin installation.
• No SSSC contact necessary.
• No photos required.

Review the videos below before starting this repair procedure:

Inspection with Feeler Gauges

YouTube video

 

Roof Rack Cover Removal

YouTube video

 

Roof Rack Cover Inspection

YouTube video

 

Retaining Clips Inspection

YouTube video

 

Roof Rack Base Inspection

YouTube video

 

Removing Retaining Clips with Epoxy

YouTube video

 

Wrong Drilling Method

YouTube video

 

Correct Procedure to Measure, Drill and Install Push Pin

YouTube video

 

 

Materials List

2mm Feeler Gauge Sharp 15/64 Drill Bit Painters Tape
Paint Stick or Marker Tape Measure Cardboard

 

SERVICE PROCEDURE

 

NOTE: Perform this repair on both sides of the vehicle.

NOTE: Most customers should be serviced in one visit with the push pin retainers and do not require parts or photos.

 

Identify all the parts that require replacement, and take digital images.

 

Part orders can be expedited by successfully completing the following:

a. Complete each step of this inspection procedure.
b. Identify and clearly highlight location of damage.
c. Obtain digital images, label RH or LH side.

A loose or lifted roof rack cover in the front or rear does not indicate the need for parts to be replaced, the root cause needs to be identified in the inspection procedure. See Figures 1, 2 and 3.

 

NOTE: The roof rack base front end caps do not need to be replaced if the roof rack passes inspection.
Only replace the roof rack base front end caps if damage has occurred during transfer of parts.

 

NOTE: The roof rack base rear gutter molding does not need to be replaced if the roof rack passes inspection. Only replace the roof rack base rear gutter molding if damage has occurred during transfer of parts.

 

Inspection Procedure

NOTE: This inspection is to be performed on both sides.

1. Using a 2 mm feeler gauge, check the spacing on the front and rear of both the RH and LH roof rack covers. See Figure 4. If the feeler gauge fits between the roof rack cover and the roof rack base then it fails inspection. Does the roof rack covers pass or fail?

NOTE: A failing roof rack cover does not require replacement at this time, further investigation is required.

If FAIL – For RH roof rack cover, take a picture of the feeler gauge in position of the failing roof rack cover, then Proceed to Step 2.

– For LH roof rack cover, take a picture of the feeler gauge in position of the failing roof rack cover, Proceed to Step 2.

If PASS – For RH roof rack cover, Proceed to Drilling and Securing procedure on Page 12.

– For LH roof rack cover, Proceed to Drilling and Securing procedure on Page 12.

 

2. Inspect the affected roof rack cover(s), roof rack base, retaining clips (seven each side), and roof rack retaining towers (seven each side).

a. Remove the affected roof rack cover(s). See Figure 5.

 

NOTE: Roof rack base removed from vehicle for clarity.

NOTE: A broken roof rack base hook does not need to be replaced.

b. Inspect the affected roof rack base. See Figure 6.

i. If broken, take photos of roof rack base for both the RH and LH.

1. Photos must be clearly labeled RH or LH.

2. Damaged roof rack bases must be clearly identified with a bright highlighter or similar.

 

c. Inspect the retaining clips (7 per side) on the affected side without removing them from the roof rack base. See Figures 7, 8 and 9.

i. Clips that are reusable:

• Different colors.
• Different styles.
• No major damage identified.

ii. Clips that cannot be reused:

• Missing.
• All or partial of the top missing from the clip base.
• Broken retaining tang.
• Covered in epoxy from a previous repair.

 

d. Inspect the retaining towers (7 each side) on the interior or underside of the affected roof rack cover(s). See Figure 9.

i. Broken tangs do not require replacement.

ii. If broken, take photos of retaining towers on the roof rack covers.

1. Photos must be clearly labeled RH or LH.

2. Broken retaining towers must be clearly identified with a bright highlighter or similar.

 

e. Inspect for any other damage preventing the roof rack cover from being fully seated on the roof rack base.

i. Take photos of any other damage for both the RH and LH.

1. Photos must be clearly labeled RH or LH.

2. Damage must be clearly identified with a bright highlighter or similar.

ii. Take photo showing vehicle mileage. See Figure 10.

 

3. In steps a through e – if no damage identified then proceed to the cleaning procedure on Page 11.

4. In steps a through e – if damage is identified on the roof rack covers, roof rail base, retaining clips (seven each side), and roof rack retaining towers (7 each side) – then proceed to photo requirements on Page 18.

 

Cleaning

1. If Technical Service bulletin (TSB) 19-2364 or 20-2154 was performed, evidence of RTV or expoxy will be seen on the roof rack cover and or roof rack contact patch. Inspect the roof rack cover retaining tower and roof rack contact patch for signs of RTV or epoxy adhesive. See Figure 11. Was evidence of RTV or epoxy found?

If YES – Replace all the roof rack clips on the affected side, then proceed to Step 2 on Page 11.

If NO – Proceed to Step 2 on Page 11.

 

2. Reinstall the roof rack cover by reversing the removal procedure. See Figure 5 on Page 5.

 

Drilling and Securing

1. At the rear of the vehicle, apply painters tape to the inboard end of the roof rack cover. See Figure 12.

 

2. From the first screw from the rear, measure 150 mm (6 in) from the screw towards the rear of the vehicle and up 20 mm (.75 in) from the top of the roof rack base. Mark the measurement on the tape. See Figure 13.

 

3. From the first mark, measure 100 mm (4 in) towards the rear of the vehicle and up 18 mm (.70 in) from the top of the roof rack base. Mark the measurement on the tape. See Figure 14.

 

4. Set a depth gauge on the 15/64 drill bit at 25 mm (1 in). Having a second person apply downward pressure, drill out both marks. See Figure 15.

 

5. Remove the painters tape and install the push pin retainers. See Figure 16.

 

6. At the front of the vehicle, apply painters tape to the inboard end of the roof rack cover. See Figure 17.

 

7. From the first screw from the front, measure 348 mm (13.75 in) from the screw towards the front of the vehicle and up 13 mm (.5 in) from the top of the roof rack base. Mark the measurement on the tape. See Figure 18.

 

8. From the first mark, measure 63 mm (2.5 in) towards the front of the vehicle and up 9 mm (.25 in) from the top of the roof rack base. Mark the measurement on the tape. See Figure 19.

 

9. Having a second person apply downward pressure, drill out both marks. See Figure 20.

 

10. Remove the painters tape and install the push pin retainers. See Figure 21.

 


 


1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20N11 – Supplement #3
July 12, 2021

https://www.nhtsa.gov/recalls?nhtsaId=10199479

MC-10199479-0001.pdf 4637.871KB

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NHTSA ID Number: 10189754

Manufacturer Communication Number: 20N11-S2

 

Summary

Certain 2016 – 2019 Model Year Explorer Vehicles equipped with a Roof Rail Roof Rail Cover Detachment

On some of the affected vehicles, the roof rail covers can become loose, which can lead to a visible gap between the cover and roof rail base assembly, rattling, and potential detachment

 

1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20N11 – Supplement #2
March 25, 2021

https://www.nhtsa.gov/recalls?nhtsaId=10189754

MC-10189754-0001.pdf 5748.38KB

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NHTSA ID Number: 10187726

Manufacturer Communication Number: 20N11-S1

 

Summary

A new 3M adhesive is now available, allowing a longer working time, along with mixing nozzles and applicator. 3M Universal Adhesive Black Part Number 08223, 3M Static Mixing Nozzles Part Number 08193

This program provides a one-time repair for the roof rail covers and retaining clips to 10 years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first. This is a one-time repair program. Both roof rail covers should be serviced at time of repair. If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage will last through June 30, 2021. Coverage is automatically transferred to subsequent owners.

 

1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20N11 – Supplement #1
February 1, 2021

https://www.nhtsa.gov/recalls?nhtsaId=10187726

MC-10187726-0001.pdf 3444.716KB

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NHTSA ID Number: 10184654

Manufacturer Communication Number: 20N11

 

Summary

On some of the affected vehicles, the roof rail covers can become loose, which can lead to a visible gap between the cover and roof rail base assembly, rattling, and potential detachment.

 

1 Associated Document

Manufacturer Communications

Customer Satisfaction Program 20N11
December 8, 2020

https://www.nhtsa.gov/recalls?nhtsaId=10184654

MC-10184654-0001.pdf 3460.98KB

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