Customer Satisfaction Program 21B14 – Rear Toe Link Ball Joint Inspection – 2013-2017 Ford Explorer & Police Interceptor Utility

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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
March 19, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles
that are Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
REF: Customer Satisfaction Program 21B14
Dated March 8, 2021
New! REASON FOR THIS SUPPLEMENT
• Reason for this Program: The service area has been expanded to include Houston, Miami,
Dallas, Atlanta, Phoenix, and Winnipeg.
• Technical Information: The technical instructions have been updated to correct an error in
step 9.
• Parts Requirements/Ordering Information: All parts are now available through normal
ordering processing channels.
• FSA Parts Inspection and Sign Off: Added policy.
PROGRAM TERMS
This program will be in effect through June 30, 2021. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of June 30, 2021 to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address on April 1, 2021 to contact
customers with affected vehicles.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Explorer (including Police
Interceptor Utility) 2013-2017 Chicago September 4, 2012
through January 24, 2017
Affected vehicles are identified in OASIS and FSA VIN Lists.
New! REASON FOR THIS PROGRAM
This program is a proactive investigation by Ford Motor Company to obtain field data and parts for
testing. Ford is voluntarily conducting this program to inspect the toe link ball joint and, if necessary,
replace both rear toe links and wheel knuckles on vehicles always registered and always residing in
the Nashville, Houston, Miami, Dallas, Atlanta, Phoenix, Winnipeg, and Calgary areas. The
replacement toe links and knuckles being installed contain no enhancements and are identical to the
parts being removed. It is very important that any parts obtained from this program be returned to
Ford for this study.
 Copyright 2021 Ford Motor Company
SERVICE ACTION
Dealers are to check both toe link ball joints integrity and, if necessary, replace the rear wheel
knuckle(s), and adjust rear toe. This service must be performed on all affected vehicles at no charge
to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 22, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letter
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 2021 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
OASIS ACTIVATION
OASIS has been activated since March 8, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since March
8, 2021. Owner names and addresses will be available by April 1, 2021.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer expires
June 30, 2021.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered
repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with rear suspension toe link
replacement due to fracture or rear wheel knuckle replacement due to a seized toe link ball
joint.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
RENTAL VEHICLES
Dealers are pre-approved for up to 1 day for a rental vehicle. Follow Extended Service Plan (ESP)
guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is at the
dealership for part replacement. Prior approval for more than 1 rental day is required from the SSSC.
Contact the SSSC via the SSSC Web Contact Site for consideration and approval if appropriate.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln 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.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
 Claim type 31: Field Service Action. The FSA number 21B14 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: 21B14 – Misc. Expense: ADMIN
– Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
o Multiple refunds should be submitted on one repair line and the invoice details for each
repair should be detailed in the comments section of the claim.
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
LABOR ALLOWANCES
Description Labor Operation Labor Time
Check toe link ball joints torque (both pass), replace toe link
outer bolts. (Alignment is NOT Required) 21B14B 0.7 Hours
Check toe link ball joints torque, replace one (1) rear
suspension toe link, and replace one (1) wheel knuckle –
AWD
21B14C 1.8 Hours
Check toe link ball joints torque, replace both rear
suspension toe links, and replace two (2) wheel knuckles –
AWD
21B14D 2.9 Hours
Check toe link ball joints torque, replace one (1) rear
suspension toe link, and replace one (1) wheel knuckle –
FWD
21B14E 1.6 Hours
Check toe link ball joints torque, replace both rear
suspension toe links, and replace two (2) wheel knuckles –
FWD
21B14F 2.5 Hours
Check alignment and, if necessary, adjust rear toe 21B14G 0.6 Hours
NEW! PARTS REQUIREMENTS / ORDERING INFORMATION
Part numbers W715419-S439 and W520516-S441 are now able to be ordered through normal
ordering processes.
Part Number Description Engine AWD/
FWD
Order
Quantity
Claim
Quantity
Parts Required if Both Toe Link Ball Joints Pass
-W715419-S439 Toe Link Bolt (1 bolt per side,
4 Bolts in each package) All All 1 2
-W520516-S441 Toe Link Nut (1 nut per side) All All 2 2
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
Parts Required if a Toe Link Ball Joint Fails
Part Number Description Engine AWD/
FWD
Order
Quantity
Claim
Quantity
DB5Z-5A972-J
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
3.5L TiVCT
3.5L GTDI AWD 1 1
3.7L DOHC
3.7L DOHC FWD
DB5Z-5A972-K
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
2.3L GTDI AWD
1 1
2.3L GTDI
2.0L GTDI FWD
3.5L TiVCT
DB5Z-5B759-B Left Rear Knuckle As Required
DB5Z-5B758-B Right Rear Knuckle As Required
-W712435-S439 Wheel Hub Nut (1 nut per side) As Required
-W710681-S439 Brake Caliper Bolts (2 bolts per side) As Required
-W708733-S439 Brake Disk Retainer Bolt (1 bolt per side) As Required
-W520213-S440 Rear Stabilizer Link Nut (1 nut per side) As Required
-W714033-S439 Shock Absorber Bolt (1 bolt per side) As Required
-W715419-S439 Trailing Arm Bolt (1 bolt per side) As Required
-W520516-S441 Trailing Arm Nut (1 nut per side) As Required
-W715127-S439 Upper Control Arm, Lower Control Arm Bolt (2 bolts
per side)
As Required
-W520517-S440 Upper Control Arm, Lower Control Arm Nut (2 nuts
per side)
As Required
-W714516-S439 Wheel Hub Bolts (4 bolts per side) As Required
Note: The rear toe link kits contain the parts necessary to replace the toe links on both sides of the
vehicle.
Order your parts through normal order processing channels. To guarantee the shortest delivery time,
an emergency order for parts must be placed.
Less than 2% of the affected vehicle population is expected to require wheel knuckle replacement due
to a toe link ball joint failure.
DEALER PRICE
For latest prices, refer to DOES II.
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 21B14 – Supplement #1
Certain 2013 through 2017 Model Year Explorer and Police Interceptor Utility Vehicles that are
Registered or Sold in Certain States/Provinces
Rear Toe Link Ball Joint Inspection
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.
New! 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 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
CERTAIN 2013-2017 MODEL YEAR EXPLORER VEHICLES — REAR SUSPENSION
TOE LINK TO WHEEL KNUCKLE BALL JOINT
SERVICE PROCEDURE
WARNING: Suspension fasteners are critical parts that affect performance of vital components
and systems. Tighten fasteners as specified. Measure the distance from the center of the wheel
hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before
disassembly. When securing the new toe link, it must be secured at the previously measured ride
height.
WARNING: Tighten the suspension bushing fasteners with the suspension supported at ride
height or with the weight of the vehicle resting on the wheels and tires, otherwise toe link and
bushing damage may occur.
NOTE: This recall is to be performed on both the right rear and the left rear suspension.
1. Measure the distance from the center of the wheel hub to the lip of the fender with the vehicle in a level,
static ground position (ride height) before disassembly. See Figure 1.
NOTE: The new toe link adjustment sleeve jam nuts are only finger tight. The jam nuts must be
tightened to the torque specification in the Workshop Manual (WSM) even if toe adjustment is not
necessary.
NOTE: The toe links must be secured at ride height during replacement. See Figure 1.
1616A
RIDE
HEIGHT
RIDE
HEIGHT
FIGURE 1
ATTACHMENT III
PAGE 2 OF 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
2. Position the vehicle on a hoist. Please follow the WSM procedures in Section 100-02.
3. Remove both rear tires. Please follow the WSM procedures in Section 204-04A.
4. Using a jack stand, support the rear suspension to ride height. See Figure 2.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2024A
FIGURE 2
5. Remove the toe link-to-wheel knuckle bolt and nut. See Figure 3.
2024B
FIGURE 3
ATTACHMENT III
PAGE 3 OF 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
6. Install the toe link to knuckle bolt and nut. Tighten the nut while holding the bolt still with a wrench.
See Figure 4.
• Torque: 111 lb.ft (150 Nm).
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2024C
FRONT OF
VEHICLE
TOE LINK TO WHEEL
KNUCKLE BOLT AND NUT
TOE LINK
FIGURE 4
ATTACHMENT III
PAGE 4 OF 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
NOTE: When functioning properly the toe link ball joints should rotate freely. This inspection step will
determine if the ability for the ball joint to rotate freely has been affected, requiring replacement.
7. Using a digital or dial type torque wrench, rotate the toe link to wheel knuckle bolt while keeping the
ball joint straight. Do not allow the ball joint to twist as shown in the red picture below. Note the
reading off of the torque wrench when the ball joint begins to rotate. See Figure 5.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2024D
FIGURE 5
8. Repeat steps 4 through 7 on the other side.
9. Are the readings over 11 lb. ft (15 Nm)?
For RH side:
If YES – The RH ball joint has FAILED. Proceed to step 13 for replacement instructions
on this side
If NO – Proceed to Step 10 for the RH side of the vehicle.
For LH side:
If YES – The LH ball joint has FAILED. Proceed to step 13 for replacement instructions
on this side.
If NO – Proceed to Step 10 for the LH side of the vehicle.
ATTACHMENT III
PAGE 5 OF 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
11. Remove the jack stand. See Figure 7.
2024A
FIGURE 7
10. Install the new toe link to wheel knuckle bolt and nut with the vehicle suspension at ride height.
See Figure 6.
• Torque: 111 lb.ft (150 Nm).
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2024E
NEW TOE LINK TO WHEEL
KNUCKLE BOLT AND NUT
FIGURE 6
ATTACHMENT III
PAGE 6 OF 6
SAFETY RECALL 21B14-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
14. Replace the wheel knuckle. Please follow the WSM procedures in Section 204-02.
• Do not install the wheels and tires or perform the alignment at this time.
15. Install the new toe link. Please follow the WSM procedures in Section 204-02.
16. Perform an alignment. This completes the recall.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
12. Install the wheel and tire. Please follow the WSM procedures in Section 204-04A. This completes the
recall.
13. Remove and discard the toe link to subframe bolt and the toe link. See Figure 8.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2024F
FIGURE 8

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