Customer Satisfaction Program 21B49 – Roof Panel Delamination – 2021 Ford Bronco

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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 September 19, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination REF: Customer Satisfaction Program 21B49 – Supplement #1 Dated October 20, 2021 New! REASON FOR THIS SUPPLEMENT Program Terms – Updated to extend the program 1 additional year providing the vehicle is still within base warranty mileage limits. Owner Notifications – Revised owner letters will be mailed to customers starting on September 22, 2022 notifying them of the program extension. New! PROGRAM TERMS This program will be in effect through September 30, 2023 or 36,000 miles, whichever occurs first. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Bronco 2021 Michigan January 28, 2021 through August 11, 2021* * Vehicles built within the build date range and shipped after September 1, 2021 have the updated hard top roof and panels already installed by the assembly plant. Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In all of the affected vehicles, the exposed or unsealed edges on the molded in color hard top roof may cause an unsatisfactory appearance when exposed to extreme water and humidity. This concern is strictly an appearance issue as the function of the roof is uncompromised. UNIQUE REQUIREMENTS Prior to scheduling customer appointments, submit a VIN-specific Part Order type contact via the Special Service Support Center (SSSC) web contact site. Once the hard top roof kit and both quarter glass parts arrive at the dealer, install both new quarter glass to the new hard top rear cap assembly to reduce customer wait time at the dealer. Proceed with customer appointment only after both fixed quarter glass are installed on the new hard top rear cap assembly. SERVICE ACTION Dealers will replace all hard top roof panels and the hard top rear cap assembly and install new fixed quarter glass in the new rear cap assembly on all the affected vehicles. This service must be performed on all affected vehicles at no charge to the vehicle owner. Note: The new fixed quarter glass can be installed by the dealer technicians or by a sublet glass company. Dealership service management is to provide a copy of the Fixed Quarter Glass Installation procedure (Attachment IV) to the sublet glass company as needed. Service Action Continued On The Next Page  Copyright 2022 Ford Motor Company SERVICE ACTION (continued) Note: The liftgate window glass and if equipped, the roof rack and/or any other accessories will be transferred to the new roof assembly. Note: All original factory installed hard top roof parts are required to perform the complete repair. New! OWNER NOTIFICATION MAILING SCHEDULE Owners of affected vehicles have been notified. Revised Owner Letters will begin mailing to customers on September 22, 2022 informing them that the program has been extended one additional year providing the vehicle is still within base warranty mileage limits. Dealers should repair affected vehicles that arrive at their dealerships even if the customer did not receive a letter. New! ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information – Dealership Attachment IV: Technical Information – Glass Company Owner Notification Letter – Program Extension 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 2 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination OASIS ACTIVATION OASIS was activated on September 30, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists were made available through https://web.fsavinlists.dealerconnection.com on September 30, 2021. Owner names and addresses were made available on October 25, 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 and schedule a service date. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Correct all affected units in your new vehicle inventory before delivery. • Use OASIS to identify any affected vehicles, in your used vehicle inventory. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES With proper dealer parts ordering and service appointment scheduling, rental vehicles should not be required. However, if you have a unique owner circumstance which may require a rental vehicle, please contact the SSSC via the SSSC Web Contact Site. ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) Additional repairs identified as necessary to complete the FSA should be managed as follows: • For related damage and access time requirements, refer to the Warranty and Policy Manual / Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances for FSA’s / Related Damage. • For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked. Ford vehicles – 3 years or 36,000 miles • 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 2 of 2 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination 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 (21B49) is the sub code.  Customer Concern Code (CCC): B66 – Other exterior trim troubles  Condition Code (CC): D4 – Flaw in material  Causal Part Number: 78205G44 – Hard top rear cap  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. • 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. • Provision for Locally Obtained Supplies (cannot be claimed with Sublet Glass Installation Provision): This expense cannot be claimed if a sublet glass company installs the fixed quarter glass. Includes 50mm (2 in) wide masking tape, lint-free cloth, disposable gloves, Motorcraft® Ultra-Clear Spray Glass Cleaner (ZC-23), urethane adhesive primer applicators/daubers, either Sika® SikaTack® (MACH 60/MACH 30) or Dow® BETASEAL™ Express and either Sika® Primer-207 or Dow® BETAPRIME™ 5504G. Submit on the same line as the repair. NOTE: The listed chemicals and locally obtained supplies can be used on multiple vehicles. – Program Code: 21B49 – Misc. Expense: OTHER – Misc. Expense: Claim up to $80.00 • Provision for Sublet Glass Installation (cannot be claimed with Locally Obtained Supplies Provision): This expense cannot be claimed if the dealership install both fixed quarter glass. Sublet repairs to install the fixed quarter glass can be claimed instead of 21B49D. Sublet documentation must be retained. Submit on the same line as the repair. – Program Code: 21B49 – Misc. Expense: FSAOSL – Misc. Expense: Claim up to $150.00  Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 4 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination LABOR ALLOWANCES Description Labor Operation Labor Time 3 Door Model – Remove and replace the hard top roof panels and hard top rear cap assembly. (Includes time to un-pack the new hard top parts from the crate, swap the liftgate window glass and disable the old hard top roof panels and rear cap assembly) This labor operation cannot be claimed with 21B49H 21B49G 0.9 Hours 5 Door Model – Remove and replace the hard top roof panels and hard top rear cap assembly. (Includes time to un-pack the new hard top parts from the crate, swap the liftgate window glass and disable the old hard top roof panels and rear cap assembly) This labor operation cannot be claimed with 21B49G 21B49H 1.0 Hours All Vehicles – Install new quarter glass into the new hard top rear cap assembly. Cannot be claimed with Sublet Glass Installation Provision This labor operation must be claimed in combination with 21B49G or 21B49H 21B49D 0.6 Hours All Vehicles – Extra time to swap the roof rack from the old hard top roof onto the new hard top roof (if equipped). This labor operation can be claimed in combination with 21B49G or 21B49H 21B49E 0.3 Hours All Vehicles – Time allowed to submit photos. This labor operation must be claimed in combination with 21B49G or 21B49H 21B49ZZ 0.2 Hours All Vehicles – Extra time to transfer aftermarket accessories from the old hard top roof to the new hard top roof (if equipped) – Exclude roof rack MT21B49F Actual time up to 1.0 Hours* * Dealers are authorized to claim up to 1.0 hours actual time without contacting the SSSC Web Contact Site for approval. Follow the Actual Time Usage Guidelines and Service Management Responsibilities as identified in the Warranty and Policy Manual. Claims for additional parts and/or labor over 1.0 hours should be submitted to the SSSC as a Related Damage contact. If contacting SSSC, please provide the complete tech details and time stamps to support the request for the additional time.  Copyright 2022 Ford Motor Company ATTACHMENT II Page 2 of 4 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site: To place an order for the hard top roof kit and for both the Left Hand (LH) and Right Hand (RH) quarter glass, submit a VIN-specific Part Order contact via the SSSC Web Contact Site. 3 Door Model Part Number Description Order Quantity Claim Quantity M2DZ-9850196-AA Hard Top Roof Kit – Less Interior Noise Insulation Headliner As Required M2DZ-9850196-AB Hard Top Roof Kit – With Interior Noise Insulation Headliner M2DZ-9829711-A LH Quarter Glass – With Tinted/Privacy As Required M2DZ-9829711-B LH Quarter Glass – Less Tinted/Privacy M2DZ-9829710-A RH Quarter Glass – With Tinted/Privacy M2DZ-9829710-B RH Quarter Glass – Less Tinted/Privacy Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. 5 Door Model Part Number Description Order Quantity Claim Quantity M2DZ-7850196-AA Hard Top Roof Kit – Less Interior Noise Insulation Headliner As Required M2DZ-7850196-AB Hard Top Roof Kit – With Interior Noise Insulation Headliner M2DZ-7829701-A LH Quarter Glass – With Tinted/Privacy As Required M2DZ-7829701-B LH Quarter Glass – Less Tinted/Privacy M2DZ-7829700-A RH Quarter Glass – With Tinted/Privacy M2DZ-7829700-B RH Quarter Glass – Less Tinted/Privacy Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. Parts Requirements / Ordering Information Continued On The Next Page  Copyright 2022 Ford Motor Company ATTACHMENT II Page 3 of 4 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination PARTS REQUIREMENTS / ORDERING INFORMATION (Continued) Order the parts below through normal order processing channels: NOTE: Only needed if dealer installs the fixed quarter glass. Cannot be claimed with Sublet Glass Installation Provision. Part Number Description Order Quantity Claim Quantity ZC-23 Motorcraft® Ultra-Clear Spray Glass Cleaner* Claim as MISC. Obtain Locally OTHER 50mm (2 in) Wide Masking Tape* Lint-Free Cloth* Disposable Gloves* Urethane Adhesive Primer Applicators/Daubers Sika® Primer-207* or Dow® BETAPRIME™ 5504G* Sika® SikaTack® (MACH 60/MACH 30) or Dow® BETASEAL™ Express * The listed chemicals and locally obtained supplies can be used on multiple vehicles. To guarantee the shortest delivery time, an emergency order for parts must be placed. 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. Replaced FSA Parts Inspection And Sign Off Continued On The Next Page  Copyright 2022 Ford Motor Company ATTACHMENT II Page 4 of 4 Customer Satisfaction Program 21B49 – Supplement #2 Certain 2021 Model Year Bronco Vehicles Equipped with a Hard Top Roof Roof Panel Delamination REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued) • 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 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 CERTAIN 2021 MODEL YEAR BRONCO VEHICLES EQUIPPED WITH A HARD TOP ROOF — ROOF PANEL DELAMINATION UNIQUE REQUIREMENTS Prior to scheduling customer appointments or beginning repairs, submit a VIN-specific Part Order contact via the Special Service Support Center (SSSC) web contact site. Once the new hard top roof kit and both new quarter glass parts arrive at the dealer, install both new quarter glass to the new hard top rear cap assembly to reduce customer wait time at the dealer. Proceed with customer appointment ONLY AFTER both fixed quarter glass are installed on the new hard top rear cap assembly. NOTE: The new fixed quarter glass can be installed by the dealer technicians or by a sublet glass company. Dealership service management is to provide a copy of the FIXED QUARTER GLASS INSTALLATION procedure (Attachment IV) to the sublet glass company as needed. SERVICE PROCEDURE Is the vehicle present at the dealer? YES – Proceed to Vehicle Present at the Dealer. (Page 8) NO – Proceed to Vehicle Not Present at the Dealer. Vehicle Not Present at the Dealer NOTE: The new hard top roof panels, hard top rear cap assembly and liftgate window hinge bolts are shipped in a wooden crate as a part kit. The new quarter glass are shipped independently from the wooden crate kit. ATTACHMENT III PAGE 2 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 FIGURE 1 21377AE HARD TOP CENTER PANEL (5 DOOR ONLY) LIFTGATE HINGE BOLTS HARD TOP FRONT PANELS HARD TOP REAR CAP ASSEMBLY B D CROSS BRACES A WATERPROOF PLASTIC COVER C NOTE: At all times, the new hard top rear cap assembly must remain on the crate foam protective pads, flat and secure, until it is ready to be installed on the vehicle. See Figure 1. FIGURE 2 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377AK HARD TOP REAR CAP ASSEMBLY FOAM PADS FOAM PAD PUSH PIN RETAINERS 1. Carefully remove the waterproof plastic cover (A), the top of the crate (B), the cross braces (C), then the end that is screwed in (D). Set aside the cardboard boxes containing the hard top roof panels and the plastic bag containing the liftgate window hinge bolts that will be used later in this procedure. See Figure 2. NOTE: The shipping crate can be used as a level work place for quarter glass installation. 2. Carefully remove the hard top rear cap assembly from the crate. The foam protective pads should remain attached to the new hard top rear cap assembly until ready to install on the vehicle. Place the lid back on the crate, and secure it in place by installing the two screws back into the end that was removed. Place the new hard top rear cap assembly on the shipping crate for the quarter glass installation. Proceed to FIXED QUARTER GLASS INSTALLATION. (Page 3) ATTACHMENT III PAGE 3 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 FIXED QUARTER GLASS INSTALLATION NOTICE: The instructions in this procedure are intended to be followed by dealership technicians or by subletting glass companies. Whether or not a dealership technician or a sublet company install the new quarter glass, DO NOT leave the masking tape holding the glass in place for prolonged amount of time or exposed to direct sunlight. The masking tape must be removed between two and three hours after the glass installation and prior to returning the vehicle to the customer. CAUTION: The new quarter glass should be installed while the new hard top rear cap assembly is flat and secure on top of the crate foam protective pads to prevent damage. Ensure the new hard top rear cap assembly is sitting on the wooden crate base to prevent damage. 1. Using a clean and dry lint-free cloth, wipe any contamination off the factory primer located on the hard top rear cap assembly quarter glass flanges and on both quarter glass. See Figure 5, on Page 4. IMPORTANT! The new hard top rear cap assembly and both quarter glass are pre-primed. The pre-priming is only good for 90 days from the build date. 2. Inspect the new hard top rear cap assembly and the new quarter glass labels to make sure the primer has not expired. See Figure 3. – Is the primer expired (built date is 90 days old or more) or the label is missing? YES – Proceed to Step 3. NO – Proceed to Step 4. FIGURE 3 21377W ATTACHMENT III PAGE 4 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 IMPORTANT: Primer must be matched to the urethane adhesive (primer must be compatible with urethane being used). NOTE: The use of disposable gloves and safety glasses is required. NOTE: Proper placement of the primer is crucial to avoid appearance concerns. Do not allow the primer to cross into the visible portion of the glass. See Figure 4. NOTE: Fixed quarter glass shown installed on the hard top rear cap assembly for clarity. The view is from the inside of the vehicle looking out. See Figure 4. FIGURE 4 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT EXCESSIVE PRIMER 21377Y 3. Carefully apply some Sika® Primer-207 or Dow® BETAPRIME™ 5504G primer to the new hard top rear cap assembly quarter window glass flanges and to both new quarter glass on top of the existing black primer. Minimize applying primer only over the existing black factory primer and allow at least 10 minutes to dry. See Figure 5. FIGURE 5 FACTORY PRIMER HARD RUBBER STOP 21377X FACTORY PRIMER ATTACHMENT III PAGE 5 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 NOTE: For ease of application, it is recommended to warm up the tube of urethane adhesive. 4. Cut the urethane adhesive applicator tip in triangular shape, to specification. See Figure 6. FIGURE 6 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377Z 7mm (0.28 in.) 13mm (0.51 in.) NOTICE: Make sure there are no gaps in the urethane bead and that the bead is uniform to prevent air and water leaks. NOTE: The new quarter glass must be installed within 10 minutes of applying the urethane adhesive. NOTE: Using a power caulk gun helps to apply the urethane adhesive with less effort and with a continuous bead. NOTE: Proper placement and application of the urethane is crucial to avoid appearance concerns. ATTACHMENT III PAGE 6 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 5. Using a mechanical or power caulk gun, apply some SikaTack® (MACH 60/MACH 30) or Dow® BETASEAL™ Express urethane in a triangular bead 7mm (0.28 in) wide by 13mm (0.51 in) high in the center the primed surface of the new hard top rear cap assembly quarter window glass flanges and overlap the bead along front edge of new hard top rear cap assembly quarter window glass flanges. The position of the urethane bead should be 14mm (0.55 in) from the outer edge of the new hard top rear cap assembly flange to the bead. See Figures 7 and 8. FIGURE 8 14MM (0.55 IN) FROM EDGE OF THE HARD TOP REAR CAP ASSEMBLY TO EDGE OF BEAD 21377AA URETHANE ADHESIVE BEAD URETHANE ADHESIVE BEAD OVERLAP FRONT OF VEHICLE FIGURE 7 13mm (0.51 in.) 7mm (0.28 in.) TRIANGULAR URETHANE BEAD PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377AF WARNING: Improper curing of the urethane adhesive may adversely affect glass retention, which is important for restraint system performance during a crash. Carefully follow the urethane adhesive manufacturer’s curing instructions. Do not drive the vehicle until the urethane adhesive seal has cured. Failure to follow these instructions may result in serious injury to vehicle occupant(s) during a crash. NOTICE: Brace by hand the lower portion of the new hard top rear cap assembly while pressing the new quarter glass into place to prevent damage to the cap assembly. ATTACHMENT III PAGE 7 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 6. On both sides, install the new quarter glass into the new hard top rear cap assembly opening, centering the glass in the opening by eye, and pushing it in to the hard rubber stops at the corners to set the depth (flushness). The quarter glass should have about a 3mm (0.12 in) margin to the new hard top rear cap assembly all around. NOTE: When installed, the new quarter glass will be under flush with the new hard top rear cap assembly. NOTE: As needed, wash excess urethane adhesive using Motorcraft® Ultra-Clear Spray Glass Cleaner (ZC-23). 7. Using 50mm (2 in) wide masking tape, secure the new quarter glass to the new hard top rear cap assembly while the urethane cures. Ensure there is an even 3mm (0.12) gap all the way around the quarter glass. See Figure 9. NOTICE: Whether or not a dealership technician or a sublet glass company install the new quarter glass, DO NOT leave the masking tape holding the glass in place for a prolonged amount of time or exposed to direct sunlight. The masking tape must be removed between two and three hours after the glass installation and prior to returning the vehicle to the customer. FIGURE 9 STUD FOR MISSING NUT 21377AB EVEN 3MM GAP 8. After the masking tape has been removed, ensure there is no tape residue remaining on the surfaces. ATTACHMENT III PAGE 8 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 Vehicle Present at the Dealer NOTE: Both fixed quarter glass should have already been previously installed, on the new hard top rear cap assembly, prior to the vehicle being present at the dealer. Refer to Vehicle Not Present at the Dealer. (Page 1) 1. Is the vehicle equipped with a roof rack and/or other roof mounted accessories? Yes – If equipped with a roof rack, proceed to Step 2. For any other roof mounted accessories, please use the following link for instructions: www.motorcraftservice.com/instructionsheets. No – Proceed to LIFTGATE WINDOW GLASS REMOVAL. (Page 11) 2. Remove the bolts and the cap from both sides of the front of the roof rack. See Figure 10. • Torque: 5.9 lb.ft (8 Nm). NOTE: Left Hand (LH) shown, Right Hand (RH) similar. FIGURE 10 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT CAP BOLTS 21377R FRONT OF VEHICLE ROOF RACK ATTACHMENT III PAGE 9 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 3. Remove the bolts from both sides of the front of the roof rack. See Figure 11. • Torque: 7.7 lb.ft (10.5 Nm). NOTE: LH shown, RH similar. FIGURE 11 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT BOLTS 21377S FRONT OF VEHICLE 4. Remove the rear access cover and using the 7S7J-46058-A tool supplied with the roof rack kit (usually located in the glove box), loosen the bolt from both sides of the roof rack. See Figure 12. NOTE: The 7S7J-46058-A tool is preset to the proper torque and will click once proper torque is achieved. NOTE: LH shown, RH similar. FIGURE 12 FRONT OF VEHICLE ROOF RACK COVER BOLT 21377T 7S7J-46058-A ATTACHMENT III PAGE 10 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 FIGURE 13 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377AH 5. Lift up on the clamp on the rear of the roof rack, slide toward the front of the vehicle while lifting up and off the studs on the front of the vehicle to remove the roof rack assembly. NOTICE: Damage to the roof rack can occur if it is not stored properly before it is reinstalled. 6. Place the roof rack assembly in a secure location until it is reinstalled on the new hard top assembly later in this procedure. ATTACHMENT III PAGE 11 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 FIGURE 14 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377H LIFTGATE WINDOW GLASS REMOVAL NOTE: The liftgate window glass must be transferred to the new rear hard top cap assembly. 1. Open the tailgate. See Figure 14. FIGURE 15 STUD FOR 21377J 2. Open the liftgate window glass. See Figure 15. ATTACHMENT III PAGE 12 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 3. On both sides, disconnect the heated rear window element electrical connectors. See Figure 16. NOTE: Liftgate window glass shown closed for clarity. NOTE: LH shown, RH similar. FIGURE 16 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377K 4. Disconnect the rear window washer hose. See Figure 17. NOTE: Liftgate window glass shown closed for clarity. FIGURE 17 21377L ATTACHMENT III PAGE 13 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 5. Remove the access cover located at the rear of the hard top rear cap assembly and disconnect the liftgate window glass electrical connector. See Figure 18. FIGURE 18 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377Q ACCESS COVER ATTACHMENT III PAGE 14 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 7. Release the liftgate window glass hinge trim covers. See Figure 20. FIGURE 20 21377N 6. On both sides release the clips and disconnect the rear liftgate window glass strut. See Figure 19. 1. Release the rear liftgate window glass strut clip. 2. Disconnect the rear liftgate window glass strut. NOTE: Liftgate window glass shown closed for clarity. NOTE: LH shown, RH similar FIGURE 19 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 1 2 21377M ATTACHMENT III PAGE 15 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 NOTICE: Damage to the liftgate window glass can occur if it is not stored properly before it is reinstalled. 9. Place the liftgate window glass in a secure location until it is reinstalled on the new hard top rear cap assembly later in this procedure. 10. Remove all Hard Top Panels and the Hard Top Rear Cap Assembly. Please follow Workshop Manual (WSM) procedures in section 501-18B. 11. Disable the hard top panels and the hard top rear cap assembly. Proceed to HARD TOP PANELS AND HARD TOP REAR CAP ASSEMBLY DISABLING AND PHOTO SUBMISSION REQUIREMENT. (Page 16) 8. Remove and discard the two liftgate window glass hinge bolts, then remove the liftgate window glass. See Figure 21. • Torque: 93 lb.in (10.5 Nm). FIGURE 21 x2 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377P ATTACHMENT III PAGE 16 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 HARD TOP PANELS AND HARD TOP REAR CAP ASSEMBLY DISABLING AND PHOTO SUBMISSION REQUIREMENT CAUTION: Use caution while cutting the two corners off the hard top rear cap assembly. Cutting to close to a quarter glass may cause the glass to shatter. NOTE: The hard top panels and hard top rear cap assembly disablement must take place at two different corner locations on each panel and rear cap assembly and it will have to be captured in the photo evidence. The hard top panels and the hard top rear cap assembly must not be able to be reused after disablement. See Figures 22 and 23. NOTE: Hard top center panel (5 door only) shown, other panels are similar. FIGURE 22 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377AG 11 in 6 in ATTACHMENT III PAGE 17 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 1. ALL hard top panels and hard top rear cap assembly removed from vehicles must immediately be made unusable by cutting two corners of each hard top panel and hard top rear cap assembly at a minimum of 6 inches in length from the corner, and cutting on an angle through the panel at an minimum of 11 inches making sure to cut through the weather seal where applicable. See Figures 22 and 23. 2. Submit clear photos of ALL the disabled hard top panels and hard top rear cap assembly. • The photos must clearly demonstrate the disablement of each panels and hard top rear cap assembly in the photos submitted. • Dealers must submit their photos via Concern Reports using the “Report a Vehicle Concern” process. Concern Reports may be submitted via Web Based PTS or through Mobile PTS using any mobile device (e.g., tablets, smart phones). • Discard all disabled roof panels after photo submission. IMPORTANT: The completed Concern Report 12 digit control number must be recorded on the work order for claiming purposes. Claims with incomplete Concern Reporting will be subject to chargeback. Hard Top Panels And Hard Top Rear Cap Assembly Disabling And Photo Submission Requirement Continued On The Next Page FIGURE 23 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377V REAR CAP ASSEMBLY FRONT PANEL LH SHOWN RH SIMILAR CENTER PANEL(5 DOOR ONLY) ATTACHMENT III PAGE 18 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 Using Web Based “Report a Vehicle Concern” • Access report entry form from link in PTS (Report a Vehicle Concern) or directly at: https://www.gcr.dealerconnection.com/asp/FordDealerMenu.asp • Ensure that your “User Profile” is added/updated to include your STARS ID. This can be done by accessing your User Profile from the Global Concern Reporting Main Menu or directly at: https://www.gcr.dealerconnection.com/asp/DealerProfile.asp • After completing the report entry form and submitting your report, you can upload a maximum of 5 attachments at once. The attachments must be saved to the drive on the Personal Computer (PC) you are using. Using Mobile PTS “Report a Vehicle Concern” IMPORTANT: If you have never used the Web-Based report a vehicle concern you will need to create your User Profile prior to accessing “Report a Vehicle Concern” on Mobile PTS. Ensure that your “User Profile” is added/updated to include your STARS ID. This can be done by accessing your User Profile directly at: https://www.gcr.dealerconnection.com/asp/DealerProfile.asp ; You can access Mobile PTS using your mobile device at: https://m.fordtechservice.dealerconnection.com/ or the following QR code: After completing the report entry form you can upload a maximum of 5 attachments at once. • If submitting more than one attachment (photo), the files must be saved to the mobile device you’re using, PRIOR to submitting the report. • If submitting one attachment (photo), you can capture the photo during the report submission when asked to add the attachment. IMPORTANT: The completed Concern Report 12 digit control number must be recorded on the work order for claiming purposes. Claims with incomplete Concern Reporting will be subject to chargeback. ATTACHMENT III PAGE 19 OF19 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 HARD TOP PANELS AND HARD TOP REAR CAP ASSEMBLY INSTALLATION NOTE: If originally equipped from the factory with the interior noise insulation headliner kit option, the new hard top roof panels and hard top rear cap assembly will come with the headliner already installed. 1. Remove and discard the push pins that retain the foam pads to the bottom of the new hard top rear cap assembly. 2. Install the new Hard Top Rear Cap Assembly. Please follow the WSM procedures in Section 501-18B. 3. For 5 door models only, install the new Hard Top Center Panel. Please follow the WSM procedures in Section 501-18B. 4. Install the new Hard Top Front Panel RH and the new Hard Top Front Panel LH. Please follow the WSM procedures in Section 501-18B. 5. Reinstall the liftgate window glass using the new hinge bolts included in the wooden crate kit. Complete by reversing the steps in the LIFTGATE WINDOW GLASS REMOVAL procedure. (Page 11) 6. If equipped, reinstall the roof rack. Complete by reversing the steps in the Vehicle Present at the Dealer section. (Page 8) 7. If equipped, reinstall any other roof mounted accessories. Please use the following link for instructions: www.motorcraftservice.com/instructionsheets. 8. Discard all shipping materials and the wood crate. 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 IV PAGE 1 OF 5 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 CERTAIN 2021 MODEL YEAR BRONCO EQUIPPED WITH A HARD TOP ROOF — ROOF PANEL DELAMINATION FIXED QUARTER GLASS FIXED QUARTER GLASS INSTALLATION NOTICE: DO NOT leave the masking tape holding the glass in place for prolonged amount of time or exposed to direct sunlight. The mask tape must be removed between two and three hours after the glass installation and prior to returning the vehicle to the customer. CAUTION: To prevent damage to the rear cap assembly, the new quarter glass should be installed while the new hard top rear cap assembly is flat and secure on top of the crate foam protective pads at all times. 1. Using a clean and dry lint-free cloth, wipe any contamination off the factory primer located on the hard top rear cap assembly quarter glass flanges and on both quarter glass. See Figure 3, on Page 3. IMPORTANT! The new hard top rear cap assembly and both quarter glass are pre-primed. The pre-priming is only good for 90 days from the build date. 2. Inspect the new hard top rear cap assembly and the new quarter glass labels to make sure the primer has not expired. See Figure 1. – Is the primer expired (built date is 90 days old or more) or the label is missing? YES – Proceed to Step 3. NO – Proceed to Step 4. FIGURE 1 21377W ATTACHMENT IV PAGE 2 OF 5 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 IMPORTANT: Primer must be matched to the urethane adhesive (primer must be compatible with urethane being used). NOTE: The use of disposable gloves and safety glasses is required. NOTE: Proper placement of the primer is crucial to avoid appearance concerns. Do not allow the primer to cross into the visible portion of the glass. See Figure 2. NOTE: Fixed quarter glass shown installed on the hard top rear cap assembly for clarity. The view is from the inside of the vehicle looking out. See Figure 2. FIGURE 2 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT EXCESSIVE PRIMER 21377Y 3. Carefully apply some Sika® Primer-207, Sika® Aktivator PRO or Dow® BETAPRIME™ 5504G primer to the new hard to rear cap assembly quarter window glass flanges and to both new quarter glass on top of the existing black primer. Minimize applying primer only over the existing black factory primer and allow at least 10 minutes to dry. See Figure 3. FIGURE 3 FACTORY PRIMER HARD RUBBER STOP 21377X FACTORY PRIMER ATTACHMENT IV PAGE 3 OF 5 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 NOTE: For ease of application, it is recommended to warm up the tube of urethane adhesive. 4. Cut the urethane adhesive applicator tip in triangular shape, to specification. See Figure 4. FIGURE 4 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377Z 7mm (0.28 in.) 13mm (0.51 in.) NOTICE: Make sure there are no gaps in the urethane bead and that the bead is uniform to prevent air and water leaks. NOTE: The new quarter glass must be installed within 10 minutes of applying the urethane adhesive. NOTE: Using a power caulk gun helps to apply the urethane adhesive with less effort and with a continuous bead. NOTE: Proper placement and application of the urethane is crucial to avoid appearance concerns. ATTACHMENT IV PAGE 4 OF 5 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 5. Using a mechanical or power caulk gun, apply some SikaTack® (MACH 60/MACH 30) or Dow® BETASEAL™ Express urethane in a triangular bead 7mm (0.28 in) wide by 13mm (0.51 in) high in the center the primed surface of the new hard top rear cap assembly quarter window glass flanges and overlap the bead along front edge of new hard top rear cap assembly quarter window glass flanges. The position of the urethane bead should be 14mm (0.55 in) from the outer edge of the new hard top rear cap assembly flange to the bead. See Figures. See Figures 5 and 6. FIGURE 6 14MM (0.55 IN) FROM EDGE OF THE HARD TOP REAR CAP ASSEMBLY TO EDGE OF BEAD 21377AA URETHANE ADHESIVE BEAD URETHANE ADHESIVE BEAD OVERLAP FRONT OF VEHICLE FIGURE 5 13mm (0.51 in.) 7mm (0.28 in.) TRIANGULAR URETHANE BEAD PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21377AF WARNING: Improper curing of the urethane adhesive may adversely affect glass retention, which is important for restraint system performance during a crash. Carefully follow the urethane adhesive manufacturer’s curing instructions. Do not drive the vehicle until the urethane adhesive seal has cured. Failure to follow these instructions may result in serious injury to vehicle occupant(s) during a crash. NOTICE: Brace by hand the lower portion of the new hard top rear cap assembly while pressing the new quarter glass into place to prevent damage to the cap assembly. ATTACHMENT IV PAGE 5 OF 5 CUSTOMER SATISFACTION 21B49-S2 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2022 6. On both sides, install the new quarter glass into the new hard top rear cap assembly opening, centering the glass in the opening by eye, and pushing it in to the hard rubber stops at the corners to set the depth (flushness). The quarter glass should have about a 3mm (0.12 in) margin to the new hard top rear cap assembly all around. NOTE: When installed, the new quarter glass will be under flush with the new hard top rear cap assembly. NOTE: As needed, wash excess urethane adhesive using Motorcraft® Ultra-Clear Spray Glass Cleaner (ZC-23). 7. Using 50mm (2 in) wide masking tape, secure the new quarter glass to the new hard top rear cap assembly while the urethane cures. Ensure there is an even 3mm (0.12) gap all the way around the quarter glass. See Figure 7. NOTICE: DO NOT leave the masking tape holding the glass in place for a prolonged amount of time or exposed to direct sunlight. The masking tape must be removed between two and three hours after the glass installation and prior to returning the vehicle to the customer. FIGURE 7 STUD FOR MISSING NUT STUD FOR 21377AB EVEN 3MM GAP 8. After the masking tape has been removed, ensure there is no tape residue remaining on the surfaces.  Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September 2022 Customer Satisfaction Program 21B49 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 Bronco with the VIN shown above. Why are you receiving this notice? Our information indicates that you have not had your Bronco hard top panels replaced under this program. In order to provide you an opportunity to take advantage of this program, Ford has extended the duration by 1 year, providing your vehicle is still within the base warranty mileage limits. What is the effect? As mentioned in your original program letter, an exposed or unsealed hard top roof panel edge may allow water or humidity to be absorbed by the hard top panels. This may lead to an unsatisfactory appearance if exposed to extreme water and humidity. This concern is strictly an appearance issue as the function of the roof is uncompromised. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to replace all the hard top roof panels and install new rear quarter glass in the new rear cap on your vehicle free of charge (parts and labor) under the terms of this program. The liftgate window glass and if equipped, the roof rack and/or other roof mounted accessories will be transferred to the new roof assembly. This Customer Satisfaction Program will be in effect until September 30, 2023 or 36,000 miles, whichever occurs first. 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. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21B49. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter.  Copyright 2022 Ford Motor Company What should you do? (continued) Note: Please ensure that all original factory hard top parts are installed on the vehicle prior to your appointment. If you do not already have a servicing dealer, you can access ford.com/support 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. 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. 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: 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division

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