Customer Satisfaction Program 21B35 – Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection – 2020 Ford Explorer Police Vehicles

SEOCONTENT-START

© 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
November 10, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost
Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible
Pipe(s) Inspection
REF:
NEW VEHICLE / DELIVERY HOLD – Emission Recall 21E11
Certain 2020-2021 Model Year Explorer ST and Police Interceptor Vehicles Equipped
with a 3.0L EcoBoost Engine
Left-Hand Catalytic Converter Replacement and Powertrain Control Module
Reprogram
PROGRAM TERMS
This program will be in effect through November 30, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Explorer
Police
2020 Chicago November 9, 2018 through September 12, 2019
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the right-hand catalytic converter, or the exhaust flexible pipes,
which are downstream of the catalytic converters, may have a crack, which may cause increased
noise from the exhaust system and/or an exhaust odor.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to inspect the righthand
catalytic converter and the right-hand and left-hand exhaust flexible pipes and replace as
necessary per the technical instructions. 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 November 29, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
© Copyright 2021 Ford Motor Company
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 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
OASIS ACTIVATION
OASIS will be activated on November 15, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com by
November 15, 2021. Owner names and addresses will be available by December 17, 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 field service action.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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
November 30, 2022.
• 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 the replacement of a cracked righthand
catalytic converter and/or right-hand and/or left-hand exhaust flexible pipe(s).
RENTAL VEHICLES
Rental vehicles are not approved for this program.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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 21B35 is the sub code.
▪ Customer Concern Code (CCC): E41 – Unusual Exhaust system Odor
▪ Condition Code (CC): 01 – Broken/Cracked
▪ Causal Part Number: 5E212
▪ Part Quantity: 0
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.
• Refunds: Submit refunds on a separate repair line.
– Program Code: 21B35 – 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.
• Provision for Misc. Expense for two 300 Series Stainless Steel 3” Worm-Gear Clamps 5/8”
Wide or Greater
o Program Code: 21B35
o Misc. Expense: OTHER
o Amount: Actual cost up to $20.00
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
LABOR ALLOWANCES
Description Labor
Operation
Labor
Time
Inspect the Right-Hand Catalytic Converter and the Right and Left-Hand
Flexible Exhaust Pipes – No parts replaced
21B35A 0.3 Hours
Inspect and replace: Right-Hand Catalytic Converter
(can only be claimed with 21B35ZZ)
21B35B 1.7 Hours
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Right-Hand Side Flexible Pipe
21B35C 1.7 Hours
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Left-Hand Side Flexible Pipe
21B35D 1.8 Hours
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Right-Hand Side Flexible Pipe
• Left-Hand Side Flexible Pipe
21B35E 1.8 Hours
Inspect and replace: Right-Hand Side Flexible Pipe Only
(can only be claimed with 21B35ZZ)
21B35F 0.4 Hours
Inspect and replace: Left-Hand Side Flexible Pipe Only
(can only be claimed with 21B35ZZ)
21B35G 0.4 Hours
Time allowed to submit photos (cannot be claimed with 21B35A) 21B35ZZ 0.2 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
The flex pipes and right-hand grass shield are not available to repair all vehicles, which require
replacement.
To place an order for the following part base part numbers 5G203 or 5E528, submit a VIN-specific
Part Order contact via the SSSC Web Contact Site, along with VIN-specific photos (see digital image
requirements below).
• If agents can easily determine if part is RH or LH, and where the part is damaged then the part
order can be expedited.
• Photos should have correct focus, proper lighting, and correct photo orientation.
Photos not required:
• Multiple photos of the vehicle
• Underbody of the vehicle
• Flex pipes showing nothing wrong
• Door labels and vehicle license plates
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
Photos are required:
1. RH Flex Pipe – Base Part Number -5G203-
a. Photo must indicate which side RH or LH
b. One photo required for each part number ordered
c. Crack must be visibly clear in the photo
2. LH Flex Pipe – Base Part Number -5G203-
a. Photo must indicate which side RH or LH
b. One photo required for each part number ordered
c. Crack must be visibly clear in the photo
3. Right Hand Grass Shield – Base Part Number – 5E258
a. Part should only be ordered if missing from vehicle
b. One photo required for each part number ordered
c. Photo must show grass shield missing from underbody
Part Number Description
Order
Quantity
Claim
Quantity
L1MZ-5G203-FJ Right-Hand Side Flexible Pipe 1 1
L1MZ-5G203-X Left-Hand Side Flexible Pipe 1 1
L1MZ-5E258-B Right-Hand Side Grass Shield
As Required – Only if
Missing from Vehicle
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Order the parts below through normal order processing channels:
Part Number Description
Order
Quantity
Claim
Quantity
M1MZ-5E212-A Right-Hand Catalytic Converter 1 1
L1MZ-6L612-B Right-Hand Catalytic Converter Gasket 1 1
W719699-S442 Right-Hand Catalytic Converter Nuts 2 2
W721083-S439 Transmission Crossmember Bolts (PKG of 4) 1 4
W716979-S439 Rear Sub-Frame Bolts (PKG of 4) 1 2
W719413-S439 Middle Sub-Frame Bolts (PKG of 4) 1 2
W500010-S442 Right-Hand Side Grass Shield Bolt As Required – Only if
W525174-S300 Skid Plate Rivets Missing from Vehicle
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Less than 3% of the affected vehicle population is expected to require replacement of a cracked righthand
catalytic converter and/or right-hand and/or left-hand exhaust flexible pipe(s).
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 3 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
Obtain the parts below locally
Part Number Description
Order
Quantity
Claim
Quantity
Obtain Locally 300 Series Stainless Steel Bands – 5/8” Wide or Greater 2
Claim as
Misc.
Other
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped in accordance with all applicable local, state and federal environmental protection and
hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that
are under safety, compliance, or emissions recall.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 4 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
CERTAIN 2020 MODEL YEAR EXPLORER POLICE VEHICLES EQUIPPED WITH A
3.0L ECOBOOST ENGINE — RIGHT-HAND CATALYTIC CONVERTER AND RIGHTHAND
AND LEFT-HAND EXHAUST FLEXIBLE PIPE(S) INSPECTION
SERVICE PROCEDURE
NOTE: Photo submission is required for all components that are found to be cracked or leaking.
1. Inspect the Left Hand (LH) exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks
found at the LH exhaust flexible pipe convolute? See Figures 1 and 2.
FAIL – Replace the LH exhaust flexible pipe. Please follow the Workshop Manual (WSM)
procedures in Section 309-00B. Then proceed to Step 2.
PASS – Proceed to Step 2.
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212A
FRONT OF
VEHICLE
LH EXHAUST FLEXIBLE
PIPE CONVOLUTE
FIGURE 1
FAIL PASS
20212G
FAIL
FAIL
FIGURE 2
ATTACHMENT III
PAGE 2 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212B
FIGURE 3
2. Using a mirror, inspect around the base of the flange of the Right Hand (RH) catalytic converter.
Are there any signs of cracking or leaking in the flange area’s shown in Figures 3 and 4?
FAIL – Proceed to Step 4.
PASS – Proceed to Step 3.
NOTE: Catalytic converter shown outside of the vehicle for clarity.
20212J
PASS
FAIL
FIGURE 4
ATTACHMENT III
PAGE 3 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
3. Inspect the RH exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks found at
the RH exhaust flexible pipe convolute? See Figures 5 and 6.
FAIL – Replace the RH exhaust flexible pipe. Please follow the WSM procedures in
Section 309-00B. This completes the recall.
PASS – This completes the recall.
NOTE: Catalytic converter shown outside of the vehicle for clarity.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212C
FRONT OF
VEHICLE
RH EXHAUST FLEXIBLE
PIPE CONVOLUTE
FIGURE 5
FAIL PASS
20212G
FAIL
FAIL
FIGURE 6
ATTACHMENT III
PAGE 4 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
4. Inspect the RH exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks found at
the RH exhaust flexible pipe convolute? See Figures 7 and 8.
FAIL – Remove the RH Catalytic Converter. Please follow the WSM procedures in
Section 309-00B. Discard the RH exhaust flexible pipe as a new exhaust flexible pipe will
be installed on reassembly. Then proceed to Step 5.
PASS – Remove the RH Catalytic Converter. Please follow the WSM procedure in
Seciton 309-00B. Then proceed to Step 5.
NOTE: Catalytic converter shown outside of the vehicle for clarity.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212C
FRONT OF
VEHICLE
RH EXHAUST FLEXIBLE
PIPE CONVOLUTE
FIGURE 7
FAIL PASS
20212G
FAIL
FAIL
FIGURE 8
ATTACHMENT III
PAGE 5 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
NOTE: If the vehicle did not come in with a grass heat shield or grass heat shield bolt, a grass heat shield
and/or bolt will need to be ordered and installed prior to turning the vehicle over to the customer. If
a grass heat shield and/or bolt is required contact the SSSC. When contacting the SSSC for
approval of the grass heat shield and/or grass heat shield bolt, both the VIN and a picture of the
catalytic converter (Still on the vehicle) with the missing components must be attached to the
SSSC claim submission. See Appendix A – Picture Requirement on Page 8 for examples of
acceptable and unacceptable photos.
5. Remove the front grass heat shield bolt from the RH catalytic converter. See Figure 9.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212D
FRONT GRASS
HEAT SHIELD BOLT
FIGURE 9
6. Cut the retaining bands holding the grass heat shield to the catalytic converter, then remove and set
aside the lower heat grass shield and discard the retaining bands and the catalytic converter.
See Figure 10.
2081B
RETAINING BAND
GRASS HEAT SHIELD
FIGURE 10
ATTACHMENT III
PAGE 6 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
7. Install the grass heat shield and the front grass heat shield bolt onto the new RH catalytic converter.
See Figure 11.
• Torque: 133 lb.in (15 Nm)
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212E
FRONT GRASS
GRASS HEAT SHIELD HEAT SHIELD BOLT
NEW RH CATALYTIC
CONVERTER
FIGURE 11
ATTACHMENT III
PAGE 7 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
8. Apply two 3 inch (76 mm) stainless steel worm gear clamps as shown in Figure 12. Trim any of the
excess worm gear band as needed.
Torque: 24 lb.in (2.7 Nm)
NOTE: Material of worm gear clamp band and screw need to be made of stainless steel (300 series or
greater) for corrosion protection.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212F
STAINLESS STEEL
WORM GEAR CLAMP
FIGURE 12
NOTE: If the RH exhaust flexible pipe was found to be damaged and was discarded in Step 4, install the
new exhaust flexible pipe when performing Step 9.
9. Install the new RH catalytic converter. Please follow the WSM procedure in Section 309-00B.
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.
ATTACHMENT III
PAGE 8 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
Appendix A – Photo requirements
1. Digital images are now required to be attached to each catalytic converter or exhaust flex pipe
part order. Before submitting VIN-specific part order to SSSC, review new digital image submission
requirements in Attachment II of the Dealer Bulletin. See Figures 13 through 16 for examples.
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212K
UNACCEPTABLE
PHOTO
FIGURE 13
STUD FOR
MISSING NUT
STUD FOR
20212L
ACCEPTABLE
PHOTO
Photo shows proper lighting and clearly shows
cracking of the catalytic converter.
FIGURE 14
ATTACHMENT III
PAGE 9 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212M
UNACCEPTABLE
PHOTO
FIGURE 15
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
20212N
ACCEPTABLE
PHOTO
Photo shows proper lighting and clearly shows
damage to the exhaust flex pipe.
FIGURE 16
ATTACHMENT III
PAGE 10 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
Photo shows proper lighting and clearly shows
cracking of the catalytic converter.
ACCEPTABLE
PHOTO
20212P
FIGURE 17
© Copyright 2021 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
November 2021
Customer Satisfaction Program 21B35
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?
On your vehicle, the right-hand side catalytic converter or the exhaust
flexible pipes, which are downstream of the catalytic converters, may have
an exterior crack.
What is the effect? If a crack exists in these locations, an occupant might notice increased noise
from the exhaust system and/or an exhaust odor. Since the cracks would be
located downstream of where the emissions are treated in the catalytic
converter, there is no risk of exceeding emissions standards.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect the parts listed above and replace as necessary, free
of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2022 regardless of mileage. Coverage is automatically transferred to
subsequent owners.
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. Additional time may be required to allow the engine to
cool prior to performing this repair. 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 to schedule a service appointment for
Customer Satisfaction Program 21B35. 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.
© Copyright 2021 Ford Motor Company
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.
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.
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 service action performed to ensure the
correct parts 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 the replacement of the parts listed above. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
November 30, 2022. To avoid delays, do not send receipts to Ford Motor
Company.
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 our records, which are based primarily on
state registration and title data, 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.
© Copyright 2021 Ford Motor Company
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

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