Ford 21B04 – Frame Rail Cracks – Altec – 2017-2020 Ford F-550

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Customer Outreach PO Box 8338 [email protected] Phone 1-877-GO ALTEC Saint Joseph, MO 64508 connect.altec.com/login Facsimile 1-877-659-9929 IMPORTANT CAMPAIGN This notice applies to your vehicle. Refer to the provided list. Dear Altec Owner, According to Altec ownership and service records, you own a vehicle that is affected by the following campaign: Ford 21B04. Ford launched this campaign in October 2021. Altec identifies this campaign as CSR 525. Ford has extended the deadline for this campaign. The updated documentation is included with this mailing. Customer Action: Contact your Ford dealer to schedule this work to be performed. This work does have an expiration date of October 31, 2023. Refer to the included communications from Altec and Ford for more information. To identify a Ford Dealer that can complete this work, please contact the Ford Customer Relationship Center: 1-800-34-FLEET (1-800-343-5338), Option 3 Altec is not able to perform the work for this campaign. However, we are informing you of this campaign in the interest of your continued satisfaction with Altec products. Thank you for your immediate attention on this important matter. Customer Outreach PO Box 8338 [email protected] Phone 1-877-GO ALTEC Saint Joseph, MO 64508 connect.altec.com/login Facsimile 1-877-659-9929 Frequently Asked Questions Ford 21B04 — Altec CSR 525 Does the aerial device need to be removed to perform the inspection? No. The Ford Dealer can inspect the unit as built. If no cracks are found, the Dealer can install the bottom reinforcement plate and complete the campaign. All Ford 21B04 inspections must be completed by an authorized Ford Dealer. Altec and Customers should not inspect the chassis frame under Ford 21B04. What happens if the Ford Dealer finds cracks while inspecting the frame? A frame replacement is needed and must be coordinated by the Ford Dealer. Any request to remove the Altec aerial device or other mounted equipment must be initiated from the Ford Dealer. Ford has a process to formally request an estimate and sublet this work to Altec when required. If an aerial device is removed from the chassis, can the aerial device be installed on a different chassis? No. Ford will only reimburse the removal and re-installation of an aerial device on its originating VIN. How do I find a Commercial Ford Dealer that can perform Ford 21B04? Use the Ford Dealer locator tool at https://www.fleet.ford.com/dealerships/. • Select Commercial Vehicle Center. • Select F-650/F-750 Dealers. • Contact an identified Ford Dealer and schedule an appointment. What if the Ford Dealer is unable to perform the inspection or lower bracket installation? According to the Ford Dealer bulletin, Ford has authorized their Dealers to sublet the work to another authorized shop, such as a heavy equipment truck shop, for completion. I still cannot find a Ford Dealer to complete this work. What do I do now? Call Ford at 1-800-34-FLEET (1-800-343-5338). Request they open a case, and locate a Dealer. • They will require information on your previous attempts to locate an authorized Dealer: Dealership contacted, associate you spoke with, etc. • If you have a written response from an authorized Dealer who was unable to perform this work, such as an email or printed statement, 34 Fleet will request this documentation. What if the Dealer cannot schedule my vehicle prior to October 31, 2023? The vehicle must have a Repair Order (RO) opened with Ford for 21B04 prior to October 31, 2023. • As long as the authorized Dealer has that RO open, parts are on order and you are scheduled for the repair. • Retain a copy of the RO for your records until the repair is complete. Customer Outreach PO Box 8338 [email protected] Phone 1-877-GO ALTEC Saint Joseph, MO 64508 connect.altec.com/login Facsimile 1-877-659-9929 IMPORTANT CUSTOMER SATISFACTION CAMPAIGN This notice applies to your vehicle. Refer to the provided list. Original Equipment Manufacturer Customer Satisfaction Campaign benefiting Altec installed equipment. Dear Altec Owner, This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act and the Canada Motor Vehicle Safety Act. Altec Industries, Inc. has received notification from an Original Equipment Manufacturer (OEM) that a condition exists. This condition relates to the operation or customer satisfaction of the unit when equipped with an Altec aerial device or equipment. Refer to the attached documentation that follows this letter. If you have additional questions, please contact your Altec Account Manager. You may also contact the OEM using the contact information provided in the attached recall notice. If you had this repair performed before you received this letter, you may be eligible to receive reimbursement for the cost of obtaining a pre-notification remedy of the problem associated with this recall. If you have sold or retired the unit, update the records through Altec Connect. If you have leased this equipment to another person or company, you are required by Federal Law to forward a copy of this notice to the lessee by first class mail within ten (10) days of the receipt of this notice. We appreciate your assistance in following this action in the interest of your continued satisfaction with Altec products. Thank you for your immediate attention on this important matter. Page 1 of 1 Altec Industries, Inc. Midwest Operations St. Joseph, MO Component/Supplier Campaign Expires: October 31, 2023 Units Affected: Certain 2017 through 2020 model year F550 vehicles equipped with Payload Plus Upgrade Package and 19,500 lbs GVWR. (Verify that your unit is affected by reviewing the attached list in this CSR, accessing your fleet on connect.altec.com/login, or through the Supplier by using the information attached in this notice) Ford 21B04 — Frame Rail Cracks Altec is committed to providing our customers reliable products from initial delivery throughout the useful life of the machine. Ford has issued a customer satisfaction campaign for certain 2017 through 2020 model year F550 vehicles equipped with a Payload Plus Upgrade Package. Every affected unit is eligible to have the frame rail service kit installed by your authorized Ford dealer. Refer to the attached communication from Ford for information on authorized Ford dealers that can perform this work. The Ford kit installation has an expiration date of October 31, 2023. Ford encourages you to have this work performed as soon as possible. Altec is not able to install the frame rail service kit. If cracks are found, your Ford dealer will determine what additional repairs or actions are required. In cases that require the aerial device to be dismounted from the chassis, your Ford dealer will facilitate the dismount and remount of the aerial device. A dismount and remount requires the unit to be stability tested in accordance with the unit’s Maintenance Manual, including a 5 degree slope test. If Ford uses Altec for the dismount and remount, your Ford dealer must coordinate directly with Altec. The repair is not covered under the Altec Warranty policy. Ford will be responsible for covering all charges, including transporting the vehicle to and from an Altec Service facility for dismount and remount. Refer to the included communication from Ford for additional information. CSR 525B Altec Use Only Inspection labor 0.0 hr Repair labor 0.0 hr Account # None Travel Not Included NHTSA code n/a Prime fail P/N n/a Doc ref n/a N/A N/A N/A Parts Kit Part Number Qty Warranty Released: 10-15-21 | Revised: 11-18-22

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Altec Use Only Inspection labor 0.0 hr Repair labor 0.0 hr Account # None Travel Not Included NHTSA code n/a Prime fail P/N n/a Doc ref n/a Parts Kit Part Number Qty Warranty N/A N/A N/A Ford Motor Company Ford Customer Service Division P. 0 . Box 1904 Dearborn, Michigan 48121 October 2021 Customer Satisfaction Program 21 B04 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? What is the effect? What will Ford and your dealer do? On your vehicle, the installed second unit body may cause stress on the frame rail during use. Second unit bodies with the concern are aerial bucket trucks, service bodies with a hoist, roll-off wreckers, and waste hauler rolloffs. If you have a different second unit body attached to your truck this program does not apply. Under certain use this stress may crack the frame rail behind the cab. In the interest of customer satisfaction, Ford Motor Company has authorized your dealer, to inspect your truck and if needed to install frame support brackets free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until October 31, 2022 regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this repair is one-day depending on vehicle configuration. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21 B04. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access owner.ford.com for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action performed on a timely basis. Therefore, please have this service action performed as soon as possible. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be ©Copyright 2021 Ford Motor Company What should you do? (continued) COVID-19 (CORONAVIRUS) Have you previously paid for this repair? What if you no longer own this vehicle? Can we assist you further? 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. 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. If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this service action performed to ensure the correct parts and procedures were used. If the previously paid for repair was performed before the date of this letter, you may be eligible for a refund. Refunds will only be provided for service related to frame cracking. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before March 31, 2022. To avoid delays, do not send receipts to Ford Motor Company. If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner. You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current owner. 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). Thank you for your attention to this important matter. Ford Customer Service Division ©Copyright 2021 Ford Motor Company

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