Customer Satisfaction Program 21B05 – High-Speed Cooling Fan Motor Relay – 2016-2018 Ford Police Interceptor Utility

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
August 19, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 21B05
Certain 2016-2018 Model Year Police Interceptor Utility Vehicles
High-Speed Cooling Fan Motor Relay
PROGRAM TERMS
This program will be in effect through August 31, 2022 There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Police
Interceptor
Utility
2016-2018 Chicago October 1, 2014 through September 16, 2018
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
After extended idling, the high-speed cooling fan relay may fail in some of the affected vehicles. A
failure will cause the fan to either continuously run or never turn on. A continuously running fan will
increase the temperature of the relay’s connections (terminals) to beyond their design maximum. This
may eventually create an electrical arc which heats and damages the relay terminals. Customers may
experience a drained battery and a non-functional or even a melted/burned high-speed cooling fan
relay inside the battery junction box (BJB). A damaged non-functional relay causing the fan to never
turn on, may lead to engine overheating at idle.
SERVICE ACTION
Dealers are to replace (splice) the four affected high-speed cooling fan relay terminals in the BJB and
reroute the new terminals to a new larger relay. 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 September 06, 2021. Dealers should repair any
affected vehicles that experience high-speed cooling fan relay issues that arrive at their dealerships,
whether or not the customer has received a letter.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letter
© Copyright 2021 Ford Motor Company
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,
David J. Johnson
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21B05
Certain 2016-2018 Model Year Police Interceptor Utility Vehicles
High-Speed Cooling Fan Motor Relay
OASIS ACTIVATION
OASIS will be activated on August 24, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 24,
2021. Owner names and addresses will be available by September 24, 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
March 31, 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 a high-speed cooling fan relay
related issue.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B05
Certain 2016-2018 Model Year Police Interceptor Utility Vehicles
High-Speed Cooling Fan Motor Relay
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.
Description When Entering Claims Enter Value:
Claim Type 31-Field Service Action
Sub Code 21B05
Customer Concern Code (CCC) A91 – EDS Electrical Components
Condition Code (CC) 46 – Burned Out
Causal Part Number 14B192 QTY: 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.
• Provision for Locally Obtained Supply: 3/8-inch heat shrink tubing with lined adhesive:
o Program Code: 21B05
o MISC. Expense: OTHER
o Amount: Up to $2.00
o Package expected to support multiple repairs
• Refunds: Submit refunds on a separate repair line.
– Program Code: 21B05 – Misc. Expense: ADMIN
– Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
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 2
Customer Satisfaction Program 21B05
Certain 2016-2018 Model Year Police Interceptor Utility Vehicles
High-Speed Cooling Fan Motor Relay
LABOR ALLOWANCES
Description Labor Operation Labor Time
Splice Four (4) New Terminals in the BJB and Reroute the
New Terminals to a New Larger Relay
21B05B 0.6 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number Description
Order
Quantity
Claim
Quantity
JU2Z-14474-BA
Wire Circuit kit – Repair for Blue/Red and
Green/Orange Wires with Terminals, Crimp Tubes,
and Heat Shrink
(5 sets per pkg, 2 req’d)
NOTE: Heat Shrink included may not fit over crimp
tubes per this kit. See allowance below as needed.
1 2
KU2Z-14474-EA
Wire Circuit kit – Repair for Grey and Brown Wires with
Terminals, Crimp Tubes, and Heat Shrink
(5 sets per pkg, 2 req’d)
1 2
F8OZ-14N089-AA Relay – Full Iso, for High-Speed Cooling Fan 1 1
Obtain Locally
3/8 Inch Heat Shrink Tubing with Lined Adhesive
(Package expected to support multiple repairs)
As Needed
Claim as MISC
OTHER up to $2.00
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 21B05
Certain 2016-2018 Model Year Police Interceptor Utility Vehicles
High-Speed Cooling Fan Motor Relay
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 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
CERTAIN 2016-2018 MODEL YEAR POLICE INTERCEPTOR UTILITY VEHICLES —
HIGH SPEED COOLING FAN MOTOR RELAY
SERVICE PROCEDURE
NOTE: The high speed cooling fan relay (R11) will be relocated to the (R24) position in the Battery
Junction Box (BJB) as shown in Figures 1 and 2.
FIGURE 1
FIGURE 2
BOTTOM VIEW OF BJB 2039P
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039Q TOP VIEW OF BJB
ATTACHMENT III
PAGE 2 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
3. Remove the nuts and power feed cables from the BJB studs and position aside both power feed
cables. See Figure 4.
FIGURE 4
2039D
E202332
x2
FIGURE 3
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039E
E202368
1. Disconnect the positive and negative battery cables and position the cables and harness aside. Please
follow the Workshop Manual (WSM) procedures in Section 414-01.
2. Remove the Battery Junction Box (BJB) cover. See Figure 3.
ATTACHMENT III
PAGE 3 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
4. Record the amperage and location of the fuses and location of the relay’s in the area shown in Figure 5.
Then, remove all of the fuses and relay’s within the red boxed area shown. See Figure 5.
NOTE: It is recommended to take a close up picture, of your particular vehicles BJB fuse and relay
population, which will also aid in the reinstallation later in this procedure.
NOTE: The BJB has been removed in some of the following Figures for clarity.
FIGURE 5
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039F
ORIGINAL RELAY
LOCATION
R11
NEW RELAY
LOCATION
R24
BJB POWER FEED CABLE CONNECTIONS
BJB ASSEMBLY
ATTACHMENT III
PAGE 4 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
5. Using a pair of needle nose pliers, pull straight up to remove the Terminal Position Assurance (TPA)
plastic insert from the BJB as shown in 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
2039G
TPA PLASTIC INSERT
ATTACHMENT III
PAGE 5 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
FIGURE 8
2039U
6. Using a pocket screwdriver, release the four (4) BJB tabs (two (2) on each side) and separate the upper
half of the BJB from the lower half. See Figures 7 and 8.
FIGURE 7
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039H
ATTACHMENT III
PAGE 6 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
7. Using a terminal removal tool, remove the wire terminal from the R11 relay cavity 11-3 (blue/red wire).
See Figure 9.
– From the top side of the BJB, insert the tip of the terminal removal tool into the terminal cavity
until it stops.
– Holding the release tool in place, gently push the wire of the terminal to be removed toward the
housing until it stops.
– Rotate the release tool toward the terminal to unlock the latch beam from the terminal. While
holding the tool in position, gently pull the wire until the terminal is released, then pull it straight
out from the bottom side of the BJB.
NOTE: Refer to the Workshop Manual (WSM) procedure in Section 100-00 – General Procedures for
additional terminal removal information.
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039L
11-3
11-2 11-1
11-5
ATTACHMENT III
PAGE 7 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
8. Using the terminal removal tool, remove the remaining three (3) wire terminals (noted below) from the
R11 relay cavities, in the same manner as the previous Step, and position the wire terminals out from
under the BJB. See Figure 10.
– Cavity 11-1 gray wire.
– Cavity 11-2 brown wire.
– Cavity 11-5 green/orange wire.
NOTE: Refer to the Workshop Manual (WSM) procedure in Section 100-00 – General Procedures for
additional terminal removal information.
FIGURE 10
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039M
11-1
11-2
11-5
ATTACHMENT III
PAGE 8 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
9. Replace the terminal ends on the four (4) R11 wire terminals that were removed in Steps 7 and 8 using
the directions below:
NOTE: The pigtail terminals supplied in the designated repair kits are of like wire gauge but are different
colors and have larger terminals ends.
NOTE: There are two (2) different gauge wires for this repair. The two (2) smaller gauge wires will use the
pigtail terminals supplied in the repair kit Part Number KU2Z-14474-EA. The two (2) larger
gauge wires will use the pigtail terminals, supplied in the repair kit Part Number JU2Z-14474-BA.
a. Cut off and discard the four (4) wire terminal ends, terminals just removed from the R11
cavities, at the base of the terminal (where the wire meets the metal terminal end).
b. Size and cut the new wires to the length of approximately 6 in. (150 mm) including the female
terminal end:
1. Two (2) of the new smaller gauge pigtail terminals (Part Number KU2Z-14474-EA).
2. Two (2) of the new larger gauge pigtail terminals (Part Number JU2Z-14474-BA).
c. Strip 0.38 in (9.53 mm) of the insulation from the two (2), in vehicle, smaller gauge wires of the
terminals just removed (from the grey and the brown wires) and two (2) new smaller gauge wires
that were just cut to length (Part Number KU2Z-14474-EA).
d. Strip 0.5 in (12.7 mm) of the insulation from the two (2), in vehicle, larger gauge wires of the
terminals just removed (from the blue/red and the green/orange) and the two (2) new
larger gauge wires that were just cut to length (Part Number JU2Z-14474-BA).
e. Install heat shrink with lined adhesive:
1. On the harness side, install a piece of two inch long, 0.38 in. (9.53 mm) diameter, heat
shrink tubing over both larger 8 AWG wires.
2. Then, install a piece of heat shrink tubing, supplied with Part Number KU2Z-14474-EA,
over both smaller 10-12 AWG wires.
3. Slide all four (4) heat shrink tubes away from the heat while soldering. See Figure 11.
f. Crimp – Blue/Red and Green/Orange Wires:
1. Make 4 crimps using the Rotunda/Motorcraft Wiring Pro – NAIAT-RACT-NI or
equivalent to crimp the 8 AWG crimp tubes per the kit.
2. Crimp one (1) of the new 8 AWG 6 inch pigtail terminals with an 8 AWG crimp tube.
3. Then, crimp the other side to the Blue/Red wire where the terminal was removed from
in the BJB.
4. Repeat this step for the Green/Orange wire. See Figure 12.
g. Crimp – Gray and Brown Wires:
1. Make 4 crimps using the Rotunda/Motorcraft Wiring Pro – NAIAT-RACT-NI or equivalent
to crimp the 10-12 AWG crimp tubes per the kit.
2. Crimp one (1) of the new 10-12 AWG 6 inch pigtail terminals with an 10-12 AWG crimp
tube.
3. Then, crimp the other side to the Gray wire where the terminal was removed from in
the BJB.
4. Repeat this step for the Brown wire. See Figure 12.
h. NOTE: Use Rosin Mildly Activated (RMA) solder. Do Not use acid core solder.
• Using the solder hole in the center of the crimp, solder the wires together.
i. Slide the piece of heat shrink tubing evenly over the soldered repair on all four (4) repaired wires.
j. Use a suitable heat gun, such as Rotunda Shielded Flameless Heat Gun with Heat Deflector
(NAIAT-R5902) that is equipped with a shrink tubing attachment, to heat the heat shrink tubing
until the adhesive comes out of both ends on all four (4) repaired wires. See Figure 13.
ATTACHMENT III
PAGE 9 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
FIGURE 11
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039V
USE THE HEAT SHRINK
SUPPLIED IN PART KIT
KU2Z-14474-EA
FOR THE SMALLER
10-12 AWG WIRES
USE 3/8 INCH
DIAMETER HEAT SHRINK
FOR THE LARGER
8 AWG WIRES
FIGURE 12
STUD FOR
MISSING NUT
STUD FOR
2039W
8 AWG WIRE CRIMPED TO THE
BLUE/RED AND THE
GREEN/ORANGE WIRES
10-12 AWG WIRE CRIMPED TO
THE GRAY AND THE
BROWN WIRES
ATTACHMENT III
PAGE 10 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
FIGURE 13
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039Y
HEAT SHRINK TUBES
CENTERED OVER SOLDERED CRIMP
ATTACHMENT III
PAGE 11 OF 13
CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
FIGURE 14
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039T
24-1
24-3
24-2
24-5
TOP VIEW OF BJB
BROWN WIRE
GRAY WIRE
BLUE/RED WIRE
GREEN/ORANGE WIRE
FIGURE 15
BOTTOM VIEW OF BJB
2039S
PREVIOUS WIRE COLOR
GRAY WIRE – 24-1
BLUE/RED WIRE – 24-3
PREVIOUS WIRE COLOR
BROWN WIRE – 24-2
GREEN/ORANGE WIRE – 24-5
10. Install the four (4) wires, removed from the original relay with new terminal ends, into the new relay
R24 cavities as noted below. See Figures 14 and 15.
– Install what was the original gray wire into cavity 24-1.
– Install what was the original brown wire into cavity 24-2.
– Install what was the original blue/red wire into cavity 24-3.
– Install what was the original green/orange wire into cavity 24-5.
NOTE: When installing the terminal, gently insert the terminal end straight into the cavity until you hear,
or feel, a click. When the terminal end is fully inserted, softly pull on the terminated lead to insure
the terminal is locked into place.
ATTACHMENT III
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CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
11. Position all wiring into the lower BJB half. Then, align the upper BJB half with the lower BJB half.
Push straight down to seat the clips on the side. Audible clicks can be heard as the clips correctly
seat.
12. Reinstall the TPA plastic lock by aligning all of the male terminals in the BJB with the TPA lock and
gently push straight down. As the TPA is installed, it can be felt as it passes by the lobes and properly
seats. See Figure 6.
– Inspect all four (4) corners of the TPA insert to ensure it is flush with the BJB housing.
13. Install the new larger high speed cooling fan relay into the new location, R24. See Figures 1 and 16.
14. Install the remaining fuses and relays with the exception of the original cooling fan relay R11 location,
which should have been discarded. The original relay location (R11) will stay empty. See Figure 16.
FIGURE 16
STUD FOR
MISSING NUT
STUD FOR
STUD FOR
MISSING NUT
2039X
R11 NEW RELAY LOCATION
ATTACHMENT III
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CUSTOMER SATISFACTION PROGRAM 21B05
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021
15. Position back both of the BJB’s power feed cables and install the nuts. See Figure 17.
• Tighten to 80 lb in (9 Nm).
16. Install the BJB cover. See Figure 3.
17. Position back the battery cable harness and connect the positive and negitive battery cables. Please
follow the WSM procedures in Section 414-01.
18. Ensure the high speed cooling fan motor is operational.
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.
FIGURE 17
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039D
E202332
x2
© Copyright 2020 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
September 2021
Customer Satisfaction Program 21B05
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?
Your vehicle is equipped with a high-speed engine compartment cooling fan
that is designed to turn on during long periods of idling to cool the engine. It
may be possible the engine cooling fan relay may fail after extended idling. A
relay failure may cause the fan to remain on even when the engine is turned
off or the fan may never turn on.
What is the effect? If you experience an engine compartment fan that is always on, it may result
in a drained battery, or in rare circumstances a melted/burned relay inside
the fuse box. An engine compartment fan that will not turn on may lead to
engine overheating at idle.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to upgrade the current high-speed cooling fan relay with a larger
more effective relay and the related wiring connections free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until August 31, 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. In addition, your vehicle may 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 21B05. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
© Copyright 2020 Ford Motor Company
What should you do?
(continued)
If you do not already have a servicing dealer, you can access
www.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
downloaded through the App Store or Google Play. In addition there are
other features such as reserving and paying for 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
www.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 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 a high-speed cooling fan relay issue. 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.
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: www.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).
© Copyright 2020 Ford Motor Company
Can we assist you
further?
(continued)
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: www.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

SEOCONTENT-END