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September 22, 2021 NHTSA CAMPAIGN NUMBER: 21V746000
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: 21V746
Manufacturer Ford
Motor Company
Components SUSPENSION
Potential Number of Units Affected 126,033
Summary
Ford Motor Company (Ford) is recalling certain 2011-2013 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. These vehicles may be equipped with a cross-axis ball joint (CABJ) replacement part that could seize, and result in a fracture of the outboard section of the rear suspension toe link.
Remedy
Dealer will inspect for the presence of a CABJ. If a CABJ of any design is found, the dealer will inspect the tightness of the CABJ, and replace the CABJ, knuckle, and/or toe link as necessary, free of charge. Interim notification letters were mailed November 10, 2021. Owner notification letters were mailed on March 17, 2022. Owners may contact Ford customer service at 1-866-436-7332. Ford’s number for this recall is 21S43.
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.nhtsa.gov.
Check if your Vehicle has a Recall
Explorer
PROGRAM TERMS
There are no mileage or time limits for this program.
Customers that complete the 21S43 repair prior to July 31, 2023 will be eligible for a one-time replacement of the wheel knuckles (if needed). The eligibility for the one-time replacement of the wheel knuckles (if needed) is for six (6) months from the Repair Order date of 21S43. Please refer to Customer Satisfaction Program 22N01 for details.
Note: It will take 3-4 business days after 21S43 claim submission for 22N01 to show as an active program in OASIS.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Explorer | 2011-2013 | Chicago | May 17, 2010 through September 2, 2012 |
Note: In the United States 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 | ||
REASON FOR THIS SAFETY RECALL
Some of the affected vehicles that have had one (or both) rear wheel knuckle(s) replaced and were sold or operated in certain traditional corrosion areas where road salt is used extensively during winter months, may experience a seized toe link ball joint resulting in a fracture of the outboard section of the rear suspension toe link. 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 to see if any of the prior Explorer Toe Link safety recalls are open on a VIN prior to performing 21S43. Complete any of the Explorer Toe Link safety recalls prior to performing 21S43. Completing any of the prior Explorer Toe Link program after February 18, 2022 will close 21S43.
Dealers are to inspect the rear toe link bushing to see if they have been replaced. If the toe link bushing has been replaced with a ball joint, dealers are to replace both rear suspension toe links with latest level parts, check alignment, and adjust rear toe. This service must be performed on all affected vehicles at no charge to the vehicle owner.
NOTE: Some of the affected vehicles are also included in one or more of the following field service actions: 16S18, 17S11, 18S43, 19S17, or 20S62. If affected, the Ford system will automatically close 21S43 upon claim payment of any of the prior programs.
OWNER NOTIFICATION MAILING SCHEDULE
A new round of owner letters are expected to be mailed the week of March 7, 2022. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
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.
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.
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 481216251.
- 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 replacement of the rear toe links due to fracture.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PARTS REQUIREMENTS / ORDERING INFORMATION
NOTE: The rear toe link kit part numbers have been updated. All repairs completed on or after February 18, 2022 must use the updated parts.
| Part Number | Description | Engine | AWD/FWD | Order Quantity | Claim Quantity |
| DB5Z-5A972-T | 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-U | 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 |
Note: The rear toe link kits contain the parts necessary to replace the toe links on both sides of the vehicle
CERTAIN 2011-2013 MODEL YEAR EXPLORER VEHICLES — REAR SUSPENSION TOE LINK REPLACEMENT SERVICE PROCEDURE
Check to see if any of the prior Explorer Toe Link safety recalls are open on a VIN prior to performing 21S43. Complete any of the Explorer Toe Link safety recalls prior to performing 21S43. Completing any of the prior Explorer Toe Link program after February 18, 2022 will close 21S43.
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.
NOTE: It is recommended to perform this entire procedure on an alignment rack.
1. Position the vehicle on an alignment rack. Please follow the WSM procedures in Section 100-02.
2. Inspect the rear toe link at BOTH rear wheel knuckles to determine if the knuckle is equipped with a ball joint or bushing. A ball joint can be identified by both a rubber moisture seal covering the connecting joint and the ball joint sleeve extending past the surface of the wheel knuckle. See Figure 1.
If either real wheel knuckle is equipped with a ball joint – Proceed to Step 3.
If both rear wheel knuckles are equipped with a bushing – This recall does not apply.
3. Using a jack stand, raise the rear of the vehicle by lifting the lower coil spring leaf. See Figure 2.
4. Remove both rear tires. Please follow the WSM procedures in Section 204-04A.
5. Remove and discard both rear toe links. See Figure 3.
1. Remove and discard the toe link-to-wheel knuckle bolts and nuts.
2. Remove and discard the toe link-to-subframe bolt and remove the toe links.
NOTE: Do not torque the fasteners at this time.
5. Install the new toe links by reversing the removal procedure. See Figure 3.
- Only hand tighten the inboard fastener and snug the outboard retainer at this time.
6. Install both rear tires. Please follow the WSM procedures in Section 204-04A.
7. Lower the vehicle onto the alignment rack with the rear adjustment rack slip plates loose.
8. Tighten the inboard rear toe link bolts on both sides.
- Torque: 111 lb.ft (150 Nm)
9. Set the tire pressure and perform an alignment and tighten the outboard bolt and nut on both sides. This completes the recall.
- Torque: 111 lb.ft (150 Nm)
NOTE: the frame side of the new toe link has a slot that is used for the alignment process. See Figure 4.
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.
Recommended Repair:
If 2011-2019 Ford Explorers or PIU vehicles require service of the rear wheel knuckle and/or rear wheel knuckle bushings, the recommended repair is to replace the affected rear wheel knuckle (5B758/9) as an assembly only. Refer to WSM, Section 204-02, and the Ford Service Parts Catalog as needed.
Issue:
Ford has received reports of toe link failures on customer vehicles after the installation of non-OEM cross-axial ball joints (aka bushings) in the rear wheel knuckle. Installation of aftermarket bushings rather than replacement of the rear wheel knuckle assembly is not recommended, as this may limit the movement of the joint and cause stress on the toe link. In the reports that Ford received, the toe links failed shortly after installation of an aftermarket bushing installed by the dealership.
Dealerships may have serviced rear wheel knuckles, including use of aftermarket bushings, as part of preventive maintenance. These inspections and maintenance services sometimes took place as a separate customer paid repair when the vehicle was being serviced for the following FSAs: 19S17, 17G01, 16S18. Because these repairs would occur as a customer paid repair directly to the dealership and not submitted to Ford for reimbursement, Ford does not have a record of how many of these repairs may have occurred.
Dealership Actions:
If your dealership performed repairs on the rear suspension of 2011-2019 Ford Explorers or PIU vehicles and installed aftermarket bushing(s) in the rear wheel knuckle instead of replacing the complete rear wheel knuckle assembly (at any time), you should identify all of the vehicles repaired with the aftermarket bushing(s), contact the customer, and replace the rear wheel knuckle as an assembly. Failure to do this may result in a toe link fracture. A fractured rear toe link will cause a sudden change in vehicle handling and increase the risk of a crash.
Chronology :
On July 8, 2021, Ford approved a field action 21S32 (21V537) for 2013-2017 MY Explorers in the United States equipped with ZF CABJ based on 48 reports of toe link fracture. All reports involve vehicles operated primarily in corrosion states that use significant amounts of road salt in winter months.
Explorer vehicles were designed and built with two different types of rear toe link attachment. To date, all incidents relating to this subject are on the CABJ design manufactured by ZF Friedrichshafen AG that was installed in vehicles produced from September 4, 2012 – September 2017. No reports have been received on Explorer vehicles built prior to September 4, 2012. Those vehicles utilize a rubber bushing design.
Since July 2021, Ford continued to investigate the potential risk to vehicles that were repaired with service parts containing the ZF CABJ. Ford has identified approx. 2800 vehicles built prior to September 4, 2012, that had ZF CABJ installed as part of service conducted by a Ford dealer.
Ford and NHTSA met to discuss the status of Ford’s analysis and conclusions.
On September 15, 2021, Ford’s Field Review Committee reviewed the concern and approved a field action.
Ford is not aware of any accidents or injuries pertaining to this subject on these vehicles.
Ford is providing a customer satisfaction program for vehicles not sold or registered in corrosion states.
3 Affected Products
Vehicle
| MAKE | MODEL | YEAR |
| FORD | EXPLORER | 2011-2013 |
11 Associated Documents
ISSUED Interim Owner Notification Letter(Part 577)
RIONL-21V746-3509.pdf 57.645KB
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Manufacturer Notices(to Dealers,etc) – Dealer Bulletin re Safety Recall 21S43 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement
RCMN-21V746-6654.pdf 1878.11KB
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Manufacturer Notices(to Dealers,etc) – Dealer Notification re Awareness Communication – Upcoming Safety Recall 21S43 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement
RCMN-21V746-0284.pdf 146.814KB
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ISSUED Interim Owner Notification Letter(Part 577)
RIONL-21V746-3189.pdf 57.329KB
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Recall Acknowledgement
RCAK-21V746-8983.pdf 645.452KB
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Defect Notice 573 Report
RCLRPT-21V746-1811.PDF 216.083KB
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Manufacturer Notices(to Dealers,etc) – Dealer Bulletin re Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement
RCMN-21V746-3070.pdf 1685.428KB
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ISSUED Owner Notification Letter(Part 577)
RCONL-21V746-9331.pdf 113.346KB
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Recall Quarterly Report #1, 2022-1
RCLQRT-21V746-4139.PDF 211.136KB
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ISSUED Renotification Notice
RCRN-21V746-7438.pdf 509.972KB
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Recall Quarterly Report #2, 2022-2
RCLQRT-21V746-2106.PDF 211.243KB
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November 2021 Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 1904 JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 * * * IMPORTANT SAFETY RECALL * * * Safety Recall Notice 21S43 / NHTSA Recall 21V746 2012 Explorer Your Vehicle Identification Number (VIN): This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford 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? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months, could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. While your vehicle was originally built with rear toe link bushings, it is possible that rear toe link ball joints susceptible to seizing were subsequently installed on your vehicle during rear suspension service (toe link or knuckle replacement) performed either by a Ford dealership, a private party or independent repair facility. What is the risk? A seized toe link ball joint can cause a rear toe link 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. What will Ford and your dealer do? Ford Motor Company has authorized your dealer to inspect both toe link connections to determine if a replacement ball joint was installed. If your vehicle still has both factory installed rear toe link bushings no repairs will be required and your dealer will close this recall. If your vehicle has had one (or both) toe link bushing(s) replaced with a ball joint, your dealer will test the ball joint and if necessary, replace the rear wheel knuckle(s) and toe links(s), and adjust the rear toe alignment as an interim repair. This service procedure will leave this recall open on your vehicle. A final repair for vehicles with toe link ball joints will be available end of fourth quarter 2021 when parts are available to repair your vehicle. These services must be performed on all affected vehicles at no charge to the vehicle owner. 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 21S43. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ford 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.com for dealer addresses, maps, and driving instructions. Ford 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 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. Do you need a rental vehicle? If your dealer determines that rear wheel knuckle(s) replacement is required and needs your vehicle overnight, 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 test both rear toe link ball joints. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear toe link fracture. 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: 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: 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 safercar.gov. Reference NHTSA Safety Recall 21V746. Thank you for your attention to this important matter. Ford Customer Service Division * * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * * Aviso de campaña de seguridad 21S43 / Campaña 21V746 de la NHTSA 2012 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? Los vehículos expuestos a entornos corrosivos, en los que se utiliza grandes cantidades de sal en los caminos durante los meses de invierno, podrían experimentar el agarrotamiento de la rótula del tirante de ajuste de convergencia de la suspensión trasera, lo cual se traduce en una fractura del tirante de ajuste de convergencia de la suspensión trasera. Si bien su vehículo originalmente fue fabricado con bujes en el tirante de convergencia trasero, es posible que las rótulas del tirante de ajuste de convergencia trasero susceptibles a agarrotamiento se hayan instalado posteriormente en su vehículo durante un servicio a la suspensión trasera (reemplazo del tirante de ajuste de convergencia o mango) realizado por un distribuidor ford, una parte privada o un taller de reparaciones independiente. ¿Qué riesgo existe? Una rótula del tirante de ajuste de convergencia agarrotada puede causar una fractura del tirante de ajuste de convergencia trasero. Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero, se podrían presentar características no deseadas de maniobrabilidad del vehículo o bien se podría producir una 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 al distribuidor a inspeccionar ambas conexiones de los tirantes de ajuste de convergencia a fin de determinar si se instaló una rótula de reemplazo. Si su vehículo todavía tiene ambos bujes del tirante de ajuste de convergencia trasero instalados de fábrica, no se requiere ninguna reparación y su distribuidor cerrará esta campaña. Noviembre de 2021 Ford Motor Company División de Servicio al Cliente de Ford P. O. Box 1904 Dearborn, Michigan 48121 ¿Qué medidas adoptarán Ford y su distribuidor? (continuación) Si en su vehículo se ha reemplazado uno o ambos bujes del tirante de ajuste de convergencia por una rótula, su distribuidor probará la rótula y, si fuera necesario, reemplazará el o los mangos de las ruedas traseras y los tirantes de ajuste de convergencia traseros como una reparación temporal. Este procedimiento de servicio dejará esta campaña abierta en su vehículo. A fines del cuatro trimestre de 2021, cuando las piezas se encuentren disponibles para realizar la reparación, se llevará a cabo una reparación definitiva en los vehículos con rótulas en el tirante de ajuste de convergencia. Estos servicios se deben realizar en todos los vehículos afectados sin costo alguno para el propietario del vehículo. ¿Cuánto tiempo tomará? El tiempo necesario para reparar será 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 21S43. 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 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 necesarios 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 de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. 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 owner.ford.com. ¿Necesita un vehículo de alquiler? Si su distribuidor determina que es necesario efectuar el reemplazo del mango de las ruedas traseras y el vehículo debe permanecer en las instalaciones durante la noche, el 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 ha pagado anteriormente por una reparación que aborda el problema descrito en esta carta, igualmente deberá realizar esta campaña a fin de probar ambas rótulas de los tirantes de ajuste de convergencia traseros. ¿Ha pagado anteriormente por esta reparación? (continuación) Es posible que cumpla con los requisitos para recibir un reembolso por las reparaciones pagadas previamente. Solo se otorgarán reembolsos de servicios relacionados con una fractura del tirante de ajuste de convergencia trasero. 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 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 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 safercar.gov. Referencia: Campaña de seguridad 21V746 de la NHTSA. Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente © Copyright 2021 Ford, División de Servicio al Cliente
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November 2021 Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 1904 JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 * * * IMPORTANT SAFETY RECALL * * * Safety Recall Notice 21S43 / NHTSA Recall 21V746 2011 Explorer Your Vehicle Identification Number (VIN): This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford 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? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months, could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. While your vehicle was not originally built with rear toe link ball joints susceptible to this condition, our records indicate that susceptible components were subsequently installed on your vehicle during rear suspension service. What is the risk? A seized toe link ball joint can cause a rear toe link 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. What will Ford and your dealer do? Ford Motor Company has authorized your dealer to inspect both toe link connections to confirm that a susceptible ball joint was installed. Your dealer will test the rear toe link ball joint(s) and if necessary, replace the rear wheel knuckle(s), and toe links(s) and adjust rear toe alignment as an interim repair. This service procedure will leave this recall open on your vehicle. A final repair for vehicles with toe link ball joints will be available end of fourth quarter 2021 when parts are available to repair your vehicle. These services must be performed on all affected vehicles at no charge to the vehicle owner. 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 21S43. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ford 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.com for dealer addresses, maps, and driving instructions. Ford 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 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. Do you need a rental vehicle? If your dealer determines that rear wheel knuckle(s) replacement is required and needs your vehicle overnight, 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 test both rear toe link ball joints. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear toe link fracture. 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: 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: 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 safercar.gov. Reference NHTSA Safety Recall 21V746. Thank you for your attention to this important matter. Ford Customer Service Division * * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * * Aviso de campaña de seguridad 21S43 / Campaña 21V746 de la NHTSA 2011 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? Los vehículos expuestos a entornos corrosivos, en los que se utiliza grandes cantidades de sal en los caminos durante los meses de invierno, podrían experimentar el agarrotamiento de la rótula del tirante de ajuste de convergencia de la suspensión trasera, lo cual se traduce en una fractura del tirante de ajuste de convergencia de la suspensión trasera. Si bien su vehículo originalmente fue fabricados con rótulas susceptibles a esta condición en el tirante de ajuste de convergencia trasero, en nuestros registros se indica que en su vehículo, con posterioridad, se instalaron componentes susceptibles durante un servicio realizado a la suspensión trasera. ¿Qué riesgo existe? Una rótula del tirante de ajuste de convergencia agarrotada puede causar una fractura del tirante de ajuste de convergencia. Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero, se podrían presentar características no deseadas de maniobrabilidad del vehículo o bien se podría producir una 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 conexiones de los tirantes de ajuste de convergencia a fin de confirmar que se haya instalado una rótula susceptible. Su distribuidor probará la o las rótulas de los tirantes de ajuste de convergencia traseros y, si fuera necesario, reemplazará el o los mangos de las ruedas traseras, y los tirantes de ajuste de convergencia, además, ajustará la alineación de la convergencia trasera como una reparación temporal. Noviembre de 2021 Ford Motor Company División de Servicio al Cliente de Ford P. O. Box 1904 Dearborn, Michigan 48121 ¿Qué medidas adoptarán Ford y su distribuidor? (continuación) Este procedimiento de servicio dejará esta campaña abierta en su vehículo. A fines del cuatro trimestre de 2021, cuando las piezas se encuentren disponibles para realizar la reparación, se llevará a cabo una reparación definitiva en los vehículos con rótulas en el tirante de ajuste de convergencia. Estos servicios se deben realizar en todos los vehículos afectados sin costo alguno para el propietario del vehículo. ¿Cuánto tiempo tomará? El tiempo necesario para reparar será 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 21S43. 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 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 necesarios 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 de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. 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 owner.ford.com. ¿Necesita un vehículo de alquiler? Si su distribuidor determina que es necesario efectuar el reemplazo del mango de las ruedas traseras y el vehículo debe permanecer en las instalaciones durante la noche, el 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 ha pagado anteriormente por una reparación que aborda el problema descrito en esta carta, igualmente deberá realizar esta campaña a fin de probar ambas rótulas de los tirantes de ajuste de convergencia traseros. ¿Ha pagado anteriormente por esta reparación? (continuación) Es posible que cumpla con los requisitos para recibir un reembolso por las reparaciones pagadas previamente. Solo se otorgarán reembolsos de servicios relacionados con una fractura del tirante de ajuste de convergencia trasero. 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 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 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 safercar.gov. Referencia: Campaña de seguridad 21V746 de la NHTSA. Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente © Copyright 2021 Ford, División de Servicio al Cliente
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July, 2022 * * * IMPORTANT SAFETY RECALL REMINDER * * * According to our records, your 2011 Explorer 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: 21S43 – Explorer Toe Links with Rubber Bushings or ZF CABJ’s What is the issue? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months, could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. While your vehicle was originally built with rear toe link bushings, it is possible that rear toe link ball joints susceptible to seizing were subsequently installed on your vehicle during rear suspension service (toe link or knuckle replacement) performed either by a Ford dealership, a private party or independent repair facility. A seized toe link ball joint can cause a rear toe link 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 Customer Relationship Center at 1-866-436-7332. If you wish to contact us through the Internet, our address is: ford.com/support. Thank you for your attention to this very important matter. Julio de, 2022 * * * RECORDATORIO IMPORTANTE PROGRAMA DE SEGURIDAD * * * SegUR nuestros registros, no se realizaron en sur 2011 Explorer 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: 21S43 – Explorer – Tirante de ajuste de convergencia con bujes de hule o ZF CABJ ¿Cuál es el problema? Los vehículos expuestos a entornos corrosivos, en los que se utiliza grandes cantidades de sal en los caminos durante los meses de invierno, podrían experimentar el agarrotamiento de la rótula del tirante de ajuste de convergencia de la suspensión trasera, lo cual se traduce en una fractura del tirante de ajuste de convergencia de la suspensión trasera. Si bien su vehículo originalmente fue fabricado con bujes en el tirante de convergencia trasero, es posible que las rótulas del tirante de ajuste de convergencia trasero susceptibles a agarrotamiento se hayan instalado posteriormente en su vehículo durante un servicio a la suspensión trasera (reemplazo del tirante de ajuste de convergencia o mango) realizado por un distribuidor ford, una parte privada o un taller de reparaciones independiente. Una rótula del tirante de ajuste de convergencia agarrotada puede causar una fractura del tirante de ajuste de convergencia trasero. Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero, se podrían presentar características no deseadas de maniobrabilidad del vehículo o bien se podría producir una 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 al 1-866-436-7332. Si desea ponerse en contacto con nosotros a través de Internet, nuestra dirección es: ford.com/support. Gracias por su atenciic en este asunto sumamente importante. SEE OTHER SIDE FOR OPENING INSTRUCTIONS SEE OTHER SIDE FOR OPENING INSTRUCTIONS REMOVE THESE SIDE EDGES FIRST THEN FOLD, CREASE AND TEAR THIS STUB ALONG PERFORATION REMOVE THESE SIDE EDGES FIRST THEN FOLD, CREASE AND TEAR THIS STUB ALONG PERFORATION P.O. BOX 1904 DEARBORN, MI 48121-1904 Presorted STD US Postage PAID
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March 2022 Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 1904 * * * IMPORTANT SAFETY RECALL * * * Safety Recall Notice 21S43 / NHTSA Recall 21V746 2012 Explorer Your Vehicle Identification Number (VIN): This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford 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? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months, could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. While your vehicle was not originally built with rear toe link ball joints susceptible to this condition, our records indicate that susceptible components were subsequently installed on your vehicle during rear suspension service. What is the risk? A seized toe link ball joint can cause a toe link 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. What will Ford and your dealer do? Ford Motor Company has authorized your dealer to inspect both toe link connections to confirm that a susceptible ball joint was installed. Parts are now available to repair your vehicle. Your dealer will install updated rear toe links free of charge (parts and labor) under the terms of 21S43. Additionally, for customers who receive the updated rear toe links under program 21S43 prior to July 31, 2023 and subsequently have a knocking noise coming from a rear suspension toe link ball joint. Ford Motor Company will provide a no-cost, one-time repair to both toe link ball joints under customer satisfaction program 22N01. Eligibility will expire six (6) months from the Repair Order date of 21S43. 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 21S43. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ford 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 ford.com/support for dealer addresses, maps, and driving instructions. JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 What should you do? (continued) Ford 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 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 ford.com/support. 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 replace both rear toe links if required. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear toe link fracture. 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: ford.com/support. 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.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 21V746. Thank you for your attention to this important matter. Ford Customer Service Division * * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * * Aviso de campaña de seguridad 21S43 / Campaña 21V746 de la NHTSA 2012 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? Los vehículos expuestos a entornos corrosivos, en los que se utiliza grandes cantidades de sal en los caminos durante los meses de invierno, podrían experimentar el agarrotamiento de la rótula del tirante de ajuste de convergencia de la suspensión trasera, lo cual se traduce en una fractura del tirante de ajuste de convergencia de la suspensión trasera. Si bien su vehículo originalmente fue fabricados con rótulas susceptibles a esta condición en el tirante de ajuste de convergencia trasero, en nuestros registros se indica que en su vehículo, con posterioridad, se instalaron componentes susceptibles durante un servicio realizado a la suspensión trasera. ¿Qué riesgo existe? Una rótula del tirante de ajuste de convergencia agarrotada puede causar una fractura del tirante de ajuste de convergencia. Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero, se podrían presentar características no deseadas de maniobrabilidad del vehículo o bien se podría producir una 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 conexiones de los tirantes de ajuste de convergencia a fin de confirmar que se haya instalado una rótula susceptible. Las piezas para reparar su vehículo ya se encuentran disponibles. Su distribuidor instalará tirantes de ajuste de convergencia traseros actualizados sin costo alguno (piezas y mano de obra), conforme a los términos de 21S43. Adicionalmente, a los clientes que reciban los tirantes de ajuste de convergencia traseros actualizados bajo el programa 21S43 antes del 31 de julio, 2023 y continúen con el ruido de golpeteo proveniente de una junta del tirante de ajuste de convergencia de la suspensión trasera, Ford Motor Company proporcionará una reparación única y sin costo en ambas juntas del tirante de ajuste de convergencia conforme al programa de satisfacción del cliente 22N01. Después de seis (6) meses de la fecha de la orden de reparación de 21S43 ya no calificará para dicha reparación. ¿Cuánto tiempo tomará? El tiempo necesario para reparar será 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 21S43. 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. 3 of 4 A/3/000001/1 B2560 21S43 KPA/DTB121S4K1 Marzo de 2022 Ford Motor Company División de Servicio al Cliente de Ford P. O. Box 1904 Dearborn, Michigan 48121 JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 ¿Qué debe hacer? (continuación) Si aún no tiene un distribuidor para realizar el servicio, puede acceder a ford.com/support 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 de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. 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 ford.com/support. ¿Ha pagado anteriormente por esta reparación? Si ha pagado anteriormente por una reparación que aborda el problema descrito en esta carta, igualmente deberá realizar esta campaña a fin de reemplazar ambos tirantes de ajuste de convergencia traseros, si fuera necesario. Es posible que cumpla con los requisitos para recibir un reembolso por las reparaciones pagadas previamente. Solo se otorgarán reembolsos de servicios relacionados con una fractura del tirante de ajuste de convergencia trasero. 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: ford.com/support. 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.com. Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). Si aun así tiene problemas para reparar su vehículo en un periodo de tiempo razonable o sin costo, puede escribir al Administrador de National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590, llamar a la Línea directa de seguridad vehicular al 1-888-327-4236 (TTY: 1-800-424-9153) o visitar safercar.gov. Referencia: Campaña de seguridad 21V746 de la NHTSA. Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente March 2022 Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 1904 * * * IMPORTANT SAFETY RECALL * * * Safety Recall Notice 21S43 / NHTSA Recall 21V746 2012 Explorer Your Vehicle Identification Number (VIN): This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford 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? Vehicles exposed to a corrosive environment where road salt is used extensively during winter months, could experience a seized rear suspension toe link ball joint resulting in a fractured rear suspension toe link. While your vehicle was originally built with rear toe link bushings, it is possible that rear toe link ball joints susceptible to seizing were subsequently installed on your vehicle during rear suspension service (toe link or knuckle replacement) performed either by a Ford dealership, a private party or independent repair facility. What is the risk? A seized toe link ball joint can cause a rear toe link 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. What will Ford and your dealer do? Ford Motor Company has authorized your dealer to inspect both toe link connections to determine if a replacement ball joint was installed. If your vehicle still has both factory installed rear toe link bushings no repairs will be required and your dealer will close this recall. If your vehicle has had one (or both) toe link bushing(s) replaced with a ball joint, parts are now available to repair your vehicle. Your dealer will install updated rear toe links free of charge (parts and labor) under the terms of 21S43. Additionally, for customers who receive the updated rear toe links under program 21S43 prior to July 31, 2023 and subsequently have a knocking noise coming from a rear suspension toe link ball joint. Ford Motor Company will provide a no-cost, one-time repair to both toe link ball joints under customer satisfaction program 22N01. Eligibility will expire six (6) months from the Repair Order date of 21S43. 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 21S43. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ford 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 ford.com/support for dealer addresses, maps, and driving instructions. JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 What should you do? (continued) Ford 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 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 ford.com/support. 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 inspect both rear toe link ball joints and replace both toe links if required. You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear toe link fracture. 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: ford.com/support. 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.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 21V746. Thank you for your attention to this important matter. Ford Customer Service Division * * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * * Aviso de campaña de seguridad 21S43 / Campaña 21V746 de la NHTSA 2012 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 lo 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? Los vehículos expuestos a entornos corrosivos, en los que se utiliza grandes cantidades de sal en los caminos durante los meses de invierno, podrían experimentar el agarrotamiento de la rótula del tirante de ajuste de convergencia de la suspensión trasera, lo cual se traduce en una fractura del tirante de ajuste de convergencia de la suspensión trasera. Si bien su vehículo originalmente fue fabricado con bujes en el tirante de convergencia trasero, es posible que las rótulas del tirante de ajuste de convergencia trasero susceptibles a agarrotamiento se hayan instalado posteriormente en su vehículo durante un servicio a la suspensión trasera (reemplazo del tirante de ajuste de convergencia o mango) realizado por un distribuidor ford, una parte privada o un taller de reparaciones independiente. ¿Qué riesgo existe? Una rótula del tirante de ajuste de convergencia agarrotada puede causar una fractura del tirante de ajuste de convergencia trasero. Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero, se podrían presentar características no deseadas de maniobrabilidad del vehículo o bien se podría producir una 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 al distribuidor a inspeccionar ambas conexiones de los tirantes de ajuste de convergencia a fin de determinar si se instaló una rótula de reemplazo. Si su vehículo todavía tiene ambos bujes del tirante de ajuste de convergencia trasero instalados de fábrica, no se requiere ninguna reparación y su distribuidor cerrará esta campaña. Si en su vehículo se reemplazó un tirante de ajuste de convergencia (o ambos) con un buje, ahora se encuentran disponibles las piezas para realizar la reparación. Su distribuidor instalará tirantes de ajuste de convergencia traseros actualizados sin costo alguno (piezas y mano de obra), conforme a los términos de 21S43. Adicionalmente, a los clientes que reciban los tirantes de ajuste de convergencia traseros actualizados bajo el programa 21S43 antes del 31 de julio, 2023 y continúen con el ruido de golpeteo proveniente de una junta del tirante de ajuste de convergencia de la suspensión trasera, Ford Motor Company proporcionará una reparación única y sin costo en ambas juntas del tirante de ajuste de convergencia conforme al programa de satisfacción del cliente 22N01. Después de seis (6) meses de la fecha de la orden de reparación de 21S43 ya no calificará para dicha reparación. ¿Cuánto tiempo tomará? El tiempo necesario para reparar será 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 21S43. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta. Marzo de 2022 Ford Motor Company División de Servicio al Cliente de Ford P. O. Box 1904 Dearborn, Michigan 48121 JOHN A. SAMPLE 123 SAMPLE ST SAMPLE CITY, MI 12345-6789 ¿Qué debe hacer? (continuación) 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 ford.com/support 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 de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. 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 ford.com/support. ¿Ha pagado anteriormente por esta reparación? Si ha pagado anteriormente por una reparación que aborda el problema descrito en esta carta, igualmente deberá realizar esta campaña a fin de inspeccionar ambas rótulas de los tirantes de ajuste de convergencia traseros y reemplazar dichos tirantes, si fuera necesario. Es posible que cumpla con los requisitos para recibir un reembolso por las reparaciones pagadas previamente. Solo se otorgarán reembolsos de servicios relacionados con una fractura del tirante de ajuste de convergencia trasero. 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: ford.com/support. 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.com. Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). Si aun así tiene problemas para reparar su vehículo en un periodo de tiempo razonable o sin costo, puede escribir al Administrador de National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590, llamar a la Línea directa de seguridad vehicular al 1-888-327-4236 (TTY: 1-800-424-9153) o visitar safercar.gov. Referencia: Campaña de seguridad 21V746 de la NHTSA. Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente
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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 23, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Awareness Communication – Upcoming Safety Recall 21S43 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement REASON FOR THIS COMMUNICATION To inform you that 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 that have had one (or both) rear wheel knuckle(s) replaced, and sold or operated in certain traditional corrosion areas where road salt is used extensively during winter months, may experience a seized toe link ball joint resulting in a fracture of the outboard section of the rear suspension toe link. 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. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Explorer 2011-2013 Chicago February 21, 2011 through September 2, 2017 Louisville July 19, 2010 through September 16, 2010 Note: In the United States 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 SERVICE ACTION An interim repair dealer bulletin announcing this upcoming action is expected to be provided to dealers by the end of October 2021. Once the final repair parts to repair this condition are available, a final repair dealer bulletin will be provided to dealers by the end of Q4 2021. Copyright 2021 Ford Motor Company CUSTOMER NOTIFICATION Owners of affected vehicles will not be notified until after dealers have received service repair and parts ordering information. It is anticipated that customer notification will begin the week of November 1, 2021. 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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, David J. Johnson
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© Copyright 2022 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division February 18, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement REF: Safety Recall 21S43 Dated November 3, 2021 REF: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD • Safety Recall 16S18 – Supplement #6 Dated February 18, 2022 • Safety Recall 17S11 – Supplement #7 Dated February 18, 2022 • Safety Recall 18S43 – Supplement #3 Dated February 18, 2022 • Safety Recall 19S17 – Supplement #3 Dated February 18, 2022 • Safety Recall 20S62 – Supplement #4 Dated February 18, 2022 REF: Customer Satisfaction Program 22N01 Dated February 18, 2022 New! REASON FOR THIS SUPPLEMENT An updated rear toe link design has been released. • Program Terms – Added Section referencing 22N01. • Service Action – This section has been updated with the new service procedure. Completing any of the prior Explorer Toe Link Programs will close 21S43. • Owner Notification Mailing Schedule – A new round of owner letters will be mailed to owners. • Attachment III Tech Instructions – The tech instructions have been updated with a new procedure. • Rental Vehicles – Rental vehicles are no longer approved for this program. • Attachment IV Use of Aftermarket Ball Joints/Bushings – Attachment added. • Claims Preparation and submission – Added notes indicating that the updated parts have to be used and that completing any of the Explorer Toe Link Programs will close the field service action on all affected programs. • Labor Allowances – Updated labor operations to reflect the new service procedure. • Parts Requirements – Updated the parts required. New! PROGRAM TERMS There are no mileage or time limits for this program. Customers that complete the 21S43 repair prior to July 31, 2023 will be eligible for a one-time replacement of the wheel knuckles (if needed). The eligibility for the one-time replacement of the wheel knuckles (if needed) is for six (6) months from the Repair Order date of 21S43. Please refer to Customer Satisfaction Program 22N01 for details. Note: It will take 3-4 business days after 21S43 claim submission for 22N01 to show as an active program in OASIS. © Copyright 2022 Ford Motor Company AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Explorer 2011-2013 Chicago May 17, 2010 through September 2, 2012 Note: In the United States 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 REASON FOR THIS SAFETY RECALL Some of the affected vehicles that have had one (or both) rear wheel knuckle(s) replaced and were sold or operated in certain traditional corrosion areas where road salt is used extensively during winter months, may experience a seized toe link ball joint resulting in a fracture of the outboard section of the rear suspension toe link. 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. New! SERVICE ACTION Dealers are to check to see if any of the prior Explorer Toe Link safety recalls are open on a VIN prior to performing 21S43. Complete any of the Explorer Toe Link safety recalls prior to performing 21S43. Completing any of the prior Explorer Toe Link program after February 18, 2022 will close 21S43. Dealers are to inspect the rear toe link bushing to see if they have been replaced. If the toe link bushing has been replaced with a ball joint, dealers are to replace both rear suspension toe links with latest level parts, check alignment, and adjust rear toe. This service must be performed on all affected vehicles at no charge to the vehicle owner. NOTE: Some of the affected vehicles are also included in one or more of the following field service actions: 16S18, 17S11, 18S43, 19S17, or 20S62. If affected, the Ford system will automatically close 21S43 upon claim payment of any of the prior programs. New! OWNER NOTIFICATION MAILING SCHEDULE A new round of owner letters are expected to be mailed the week of March 7, 2022. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. 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 Attachment IV: Use of Aftermarket Ball Joints/Bushings Owner Notification Letters Recall Reimbursement Plan © Copyright 2022 Ford Motor Company 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 System (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 2022 Ford Motor Company ATTACHMENT I Page 1 of 3 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement OASIS ACTIVATION OASIS was activated on November 3, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com since November 3, 2021. Owner names and addresses were available on November 29, 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 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 2022 Ford Motor Company ATTACHMENT I Page 2 of 3 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement 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 replacement of the rear toe links due to fracture. New! 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. 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 2022 Ford Motor Company ATTACHMENT I Page 3 of 3 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement New! 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 21S43 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: 21S43 – 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. NOTE: The rear toe link kit part numbers have been updated. All repairs completed on or after February 18, 2022 must use the updated parts. NOTE: If affected the Ford system will automatically close 21S43 upon claim payment of 16S18, 17S11, 18S43, 19S17, or 20S62. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 2 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement New! LABOR ALLOWANCES Description Labor Operation Labor Time Inspect toe link to knuckle connection. Vehicle is not equipped with rear toe link ball joints on EITHER rear knuckle. – This labor operation will CLOSE this FSA. 21S43B 0.3 Hours Check alignment and, if necessary, adjust rear toe – Claim this labor operation with 21S43K 21S43J 0.6 Hours Replace both rear suspension toe links. – This labor operation should only be used if the vehicle is equipped with a toe link ball joint on EITHER side. 21S43K 0.4 Hours New! PARTS REQUIREMENTS / ORDERING INFORMATION NOTE: The rear toe link kit part numbers have been updated. All repairs completed on or after February 18, 2022 must use the updated parts. Part Number Description Engine AWD/FWD Order Quantity Claim Quantity DB5Z-5A972-T 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-U 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 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. DEALER PRICE For latest prices, refer to DOES II. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 2 of 2 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement 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. 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. ATTACHMENT III PAGE 1 OF 3 SAFETY RECALL 21S43-S1 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2022 CERTAIN 2011-2013 MODEL YEAR EXPLORER VEHICLES — REAR SUSPENSION TOE LINK REPLACEMENT SERVICE PROCEDURE Check to see if any of the prior Explorer Toe Link safety recalls are open on a VIN prior to performing 21S43. Complete any of the Explorer Toe Link safety recalls prior to performing 21S43. Completing any of the prior Explorer Toe Link program after February 18, 2022 will close 21S43. 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. NOTE: It is recommended to perform this entire procedure on an alignment rack. 1. Position the vehicle on an alignment rack. Please follow the WSM procedures in Section 100-02. 2. Inspect the rear toe link at BOTH rear wheel knuckles to determine if the knuckle is equipped with a ball joint or bushing. A ball joint can be identified by both a rubber moisture seal covering the connecting joint and the ball joint sleeve extending past the surface of the wheel knuckle. See Figure 1. If either real wheel knuckle is equipped with a ball joint – Proceed to Step 3. If both rear wheel knuckles are equipped with a bushing – This recall does not apply. 21493A BALL JOINT BUSHING RUBBER MOISTURE SEAL NO RUBBER MOISTURE SEAL SLEEVE EXTENDS SLEEVE IS EVEN PAST THE KNUCKLE WITH KNUCKLE FIGURE 1 ATTACHMENT III PAGE 2 OF 3 SAFETY RECALL 21S43-S1 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2022 4. Remove both rear tires. Please follow the WSM procedures in Section 204-04A. 5. Remove and discard both rear toe links. See Figure 3. 1. Remove and discard the toe link-to-wheel knuckle bolts and nuts. 2. Remove and discard the toe link-to-subframe bolt and remove the toe links. 1 2 20164B FIGURE 3 3. Using a jack stand, raise the rear of the vehicle by lifting the lower coil spring leaf. See Figure 2. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 1861A FIGURE 2 ATTACHMENT III PAGE 3 OF 3 SAFETY RECALL 21S43-S1 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2022 NOTE: Do not torque the fasteners at this time. 5. Install the new toe links by reversing the removal procedure. See Figure 3. • Only hand tighten the inboard fastener and snug the outboard retainer at this time. 6. Install both rear tires. Please follow the WSM procedures in Section 204-04A. 7. Lower the vehicle onto the alignment rack with the rear adjustment rack slip plates loose. 8. Tighten the inboard rear toe link bolts on both sides. • Torque: 111 lb.ft (150 Nm) 9. Set the tire pressure and perform an alignment and tighten the outboard bolt and nut on both sides. This completes the recall. • Torque: 111 lb.ft (150 Nm) NOTE: the frame side of the new toe link has a slot that is used for the alignment process. See Figure 4. STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 20164A SLOTTED HOLE FOR NEW REAR TOE LINK REAR TOE ADJUSTMENT BALL JOINT END FRAME END FIGURE 4 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. Copyright 2022 Ford Motor Company ATTACHMENT IV Page 1 of 2 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement Recommended Repair: If 2011-2019 Ford Explorers or PIU vehicles require service of the rear wheel knuckle and/or rear wheel knuckle bushings, the recommended repair is to replace the affected rear wheel knuckle (5B758/9) as an assembly only. Refer to WSM, Section 204-02, and the Ford Service Parts Catalog as needed. Issue: Ford has received reports of toe link failures on customer vehicles after the installation of non-OEM cross-axial ball joints (aka bushings) in the rear wheel knuckle. Installation of aftermarket bushings rather than replacement of the rear wheel knuckle assembly is not recommended, as this may limit the movement of the joint and cause stress on the toe link. In the reports that Ford received, the toe links failed shortly after installation of an aftermarket bushing installed by the dealership. Dealerships may have serviced rear wheel knuckles, including use of aftermarket bushings, as part of preventive maintenance. These inspections and maintenance services sometimes took place as a separate customer paid repair when the vehicle was being serviced for the following FSAs: 19S17, 17G01, 16S18. Because these repairs would occur as a customer paid repair directly to the dealership and not submitted to Ford for reimbursement, Ford does not have a record of how many of these repairs may have occurred. Dealership Actions: If your dealership performed repairs on the rear suspension of 2011-2019 Ford Explorers or PIU vehicles and installed aftermarket bushing(s) in the rear wheel knuckle instead of replacing the complete rear wheel knuckle assembly (at any time), you should identify all of the vehicles repaired with the aftermarket bushing(s), contact the customer, and replace the rear wheel knuckle as an assembly. Failure to do this may result in a toe link fracture. A fractured rear toe link will cause a sudden change in vehicle handling and increase the risk of a crash. Copyright 2022 Ford Motor Company ATTACHMENT IV Page 2 of 2 Safety Recall 21S43 – Supplement #1 Certain 2011 – 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced Rear Toe Link Inspection/Replacement Version 04-23-19 Ford Motor Company Recall Reimbursement Plan for 21S43 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 # 21S43, owners who have paid for service to remedy the defect or noncompliance must have had that service performed prior to December 3, 2021. 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 May 2021. 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. • Is towing included here? 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.
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