Customer Satisfaction Program 21B55 – Automatic Transmission Fluid Level Check – 2021-2022 Ford & Lincoln

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© Copyright 2021 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division September 10, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD RECOMMENDED Customer Satisfaction Program 21B55 Certain 2021 and 2022 Model Year Bronco Sport, Maverick, Escape, Corsair, Edge, and Nautilus equipped with an 8F35 Transmission Automatic Transmission Fluid Level Check PROGRAM TERMS This program will be in effect through September 30, 2022. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Bronco Sport 2021 Hermosillo August 10, 2021 through September 02, 2021 Maverick 2022 Hermosillo August 19, 2021 through August 19, 2021 Escape 2021 Louisville July 30, 2021 through August 25, 2021 Corsair 2021 Louisville August 04, 2021 through August 25, 2021 Edge 2021 Oakville March 25, 2021 through August 20, 2021 Nautilus 2021 Oakville August 09, 2021 through August 20, 2021 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In some of the affected vehicles, the transmission may have been over filled with transmission fluid. Transmission that are overfilled may result in likelihood of transmission fluid aeration, degraded shift quality in the vehicle, accelerated wear on bushings and bearings, and reduced cooling in the transmission. SERVICE ACTION Before delivering any new in-stock vehicles involved in this program, dealers are to verify fluid level of the transmission and check for any signs of fluid leaks per technical instructions. This service must be performed on all affected vehicles at no charge to the vehicle owner. © Copyright 2021 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of September 27, 2021. Dealers should repair any affected vehicles 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 Letters 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 4 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B55 Certain 2021 and 2022 Model Year Bronco Sport, Maverick, Escape, Corsair, Edge, and Nautilus Automatic Transmission Fluid Level Check OASIS ACTIVATION OASIS will be activated on September 10, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 10, 2021. Owner names and addresses will be available by week of October 11, 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 Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. LINCOLN PICKUP AND DELIVERY Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC08708, 2021 Lincoln Pickup & Delivery Updates. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 2 of 4 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B55 Certain 2021 and 2022 Model Year Bronco Sport, Maverick, Escape, Corsair, Edge, and Nautilus Automatic Transmission Fluid Level Check 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 o Lincoln vehicles – 4 years or 50,000 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 21B55 is the sub code. ▪ Customer Concern Code (CCC): L73 – AT Transmission Fluid Leaks ▪ Condition Code (CC): 42 – Does not operate properly ▪ Causal Part Number: 7000 ▪ 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. • Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC08708, 2021 Lincoln Pickup & Delivery Updates for details. © Copyright 2021 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B55 Certain 2021 and 2022 Model Year Bronco Sport, Maverick, Escape, Corsair, Edge, and Nautilus Automatic Transmission Fluid Level Check LABOR ALLOWANCES Description Labor Operation Labor Time Adjust Transmission Fluid Level (Bronco Sport) 21B55B 0.6 Hours Adjust Transmission Fluid Level (All other) 21B55C 0.5 Hours Clean Transmission case of fluid (Only claim if fluid is found on transmission case) MT21B55D Actual time up to 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Part Number Description Order Quantity Claim Quantity PM-4-A Motorcraft Brake Clean (Only needed if signs of fluid on transmission case to aid in cleaning) 1 1 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. ATTACHMENT III PAGE 1 OF 1 SAFETY RECALL 21B55 CPR © 2021 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2021 CERTAIN 2021 AND 2022 MODEL YEAR BRONCO SPORT, ESCAPE, CORSAIR, EDGE, AND NAUTILUS EQUIPPED WITH A 8F35 TRANSMISSION — AUTOMATIC TRANSMISSION FLUID LEVEL CHECK SERVICE PROCEDURE 1. Drain the transmission fluid to the proper level. Please follow the Workshop Manual (WSM) procedures in Section 307-01 for Transmission Fluid Level Check. NOTE: After adjusting the transmission fluid level, check for and clean any residual fluid in area of vent, half shaft or pan to prevent a false sign of leak. 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. © Copyright 2021 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September 2021 Customer Satisfaction Program 21B55 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, it may be possible the transmission fluid is overfilled. What is the effect? This may result in transmission fluid aeration, degrading shift quality, reducing cooling ability and potential leaks in the transmission leading to accelerated wear on bushings and bearings. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to adjust the fluid level of the transmission free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until September 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. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21B55. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access owner.ford.com for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action © Copyright 2021 Ford Motor Company What should you do? (continued) 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 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. 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. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division © Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand The Lincoln Motor Company P. O. Box 1904 Dearborn, Michigan 48121 September 2021 Customer Satisfaction Program 21B55 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At the Lincoln 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, it may be possible the transmission fluid is overfilled. What is the effect? This may result in transmission fluid aeration, degrading shift quality, reducing cooling ability and potential leaks in the transmission leading to accelerated wear on bushings and bearings. What will Lincoln and your dealer do? In the interest of customer satisfaction, the Lincoln Motor Company has authorized your dealer to adjust the fluid level of the transmission free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until September 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. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21B55. Provide the dealer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter. Lincoln owners of 2017 Model Year or later vehicles affected by this recall have the option of requesting complimentary Pickup & Delivery service with a Lincoln vehicle for use during service. Please request Lincoln Pickup & Delivery through your dealership if you would like to take advantage of this option. If you do not already have a servicing dealer, you can access owner.lincoln.com for dealer addresses, maps, and driving instructions. The Lincoln Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making © Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand What should you do? (continued) arrangements to have the work completed. The Lincoln 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 The Lincoln Way: Lincoln Owner 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) Lincoln dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting client vehicles and vehicles used for Pickup & Delivery* both 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 Lincoln and your local dealer are working hard to keep you on the road during these challenging times, please visit owner.lincoln.com. *Complimentary Lincoln Pickup & Delivery Service is available for all 2017 model year and newer Lincoln vehicles within the 4-year/50,000 mile New Vehicle Limited Warranty. Contact your preferred dealer for important details. Mileage limitations may apply. 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 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.lincoln.com. For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). Thank you for your attention to this important matter. The Lincoln Motor Company

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