NHTSA ID Number: 10184648
Manufacturer Communication Number: 20B46
Summary
In all of the affected vehicles, an incorrect left-hand rear door panel with the wrong color door handle switch bezel was installed.
1 Affected Product
Vehicle
| MAKE | MODEL | YEAR |
FORD | EXPLORER | 2020 |
December 10, 2020
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 20B46
Certain 2020 Model Year Explorer
LR Door Trim Panel Switch Bezel Color
PROGRAM TERMS
This program will be in effect through December 31, 2021. There is no mileage limit for this program.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Explorer | 2020 | Chicago | August 30, 2020 through September 17, 2020 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, an incorrect left-hand rear door panel with the wrong color door handle switch bezel was installed.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to replace the current left-hand rear door panel with the correct rear door panel. 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 January 11, 2021. 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
Attachment IV: VIN List
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
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 20B46
Certain 2020 Model Year Explorer
LR Door Trim Panel Switch Bezel Color
OASIS ACTIVATION
OASIS will be activated on December 10, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on December 10, 2020. Owner names and addresses will be available by January 26, 2021.
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.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
- For related damage and access time requirements, refer to the Warranty and Policy Manual / Section 6 – Ford & Lincoln
Program Policies / General Information & Special Circumstances for FSA’s / Related Damage. - For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked.
- Ford vehicles – 3 years or 36,000 miles
- Ford
- 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 20B46 is the sub code. o Casual Part: 7827407 o Casual Part Quantity: 1 o Customer Concern Code (CCC): B45 o Condition Code: 81
- 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.
ATTACHMENT II
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 20B46
Certain 2020 Model Year Explorer
LR Door Trim Panel Switch Bezel Color
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace the Left Rear door trim panel | 20B46B | 0.3 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site:
Dealers must determine the correct service part number by VIN using the parts catalog.
To place an order for parts submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
| Part Number | Description | Order Quantity | Claim Quantity |
| LB5Z-7827407-* | Left Rear Door Trim Panel | 1 | 1 |
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes.
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 EXPLORER VEHICLES — LEFT REAR DOOR TRIM PANEL REPLACEMENT
SERVICE PROCEDURE
1. Replace the left rear door trim panel. Please follow the Workshop Manual (WSM) procedures in Section 501-05.
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.
1 Associated Document
Manufacturer Communications
Customer Satisfaction Program 20B46
December 10, 2020
MC-10184648-0001.pdf 175.167KB
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