Customer Satisfaction Program 21B13 – Rear Wheel Knuckle and Toe Link Replacement – 2017-2019 Ford Explorer

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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
March 1, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 21B13
Certain 2017-2019 Model Year Explorer Vehicles
Rear Wheel Knuckle and Toe Link Replacement
PROGRAM TERMS
This program will be in effect through May 31, 2021. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Explorer 2017-2019 Chicago January 27, 2017 through September 16, 2018
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
This program is a proactive investigation by Ford Motor Company to obtain field parts for testing.
Ford is voluntarily conducting this program to replace both rear toe links and wheel knuckles on
vehicles always registered and always residing in the Detroit (and Toronto) area. The replacement
toe links and knuckles being installed contain no enhancements and are identical to the parts being
removed. It is very important that parts obtained from this program be returned to Ford for this study.
SERVICE ACTION
Dealers are to replace both rear toe links and wheel knuckles and return the parts for analysis. 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 March 15, 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 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 21B13
Certain 2017-2019 Model Year Explorer Vehicles
Rear Wheel Knuckle and Toe Link Replacement
OASIS ACTIVATION
OASIS will be activated on March 1, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 1,
2021. Owner names and addresses will be available by March 29, 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.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B13
Certain 2017-2019 Model Year Explorer Vehicles
Rear Wheel Knuckle and Toe Link Replacement
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
▪ Claim type 31: Field Service Action. The FSA number 21B13 is the sub code.
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 21B13
Certain 2017-2019 Model Year Explorer Vehicles
Rear Wheel Knuckle and Toe Link Replacement
LABOR ALLOWANCES
Description Labor Operation Labor Time
Replace Both Rear Wheel Knuckles, Toe Links, and Adjust
Rear Toe and Camber – AWD
21B13B 3.5 Hours
Replace Both Rear Wheel Knuckles, Toe Links, and Adjust
Rear Toe and Camber – FWD
21B13C 3.1 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number Description
Order
Quantity
Claim
Quantity
-W712435-S439 Wheel Hub Nut – AWD Only 1 2
PM-4-A Brake Parts Cleaner As Required
-W710681-S439 Brake Caliper Bolts 2 4
-W708733-S439 Brake Disk Retainer Bolt (4 in package 2 required) 1 2
-W520213-S440 Rear Stabilizer Link Nut 1 2
-W714033-S439 Shock Absorber Bolt (4 in package 2 required) 1 2
-W715419-S439 Trailing Arm Bolt (4 in package 2 required) 1 2
-W520516-S441 Trailing Arm Nut 2 2
-W715127-S439 Upper Control Arm, Lower Control Arm Bolt 1 4
-W520517-S440 Upper Control Arm, Lower Control Arm Nut 1 4
-W714516-S439 Wheel Hub Bolt 2 8
DB5Z-5B759-B Left Rear Knuckle 1 1
DB5Z-5B758-B Right Rear Knuckle 1 1
DB5Z-5A972-J Toe Link Kit VIN Specific
DB5Z-5A972-K Toe Link Kit VIN Specific
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 21B13
Certain 2017-2019 Model Year Explorer Vehicles
Rear Wheel Knuckle and Toe Link Replacement
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.
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 21B13
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
CERTAIN 2017-2019 MODEL YEAR EXPLORER VEHICLES — REAR WHEEL
KNUCKLE
SERVICE PROCEDURE
1. Remove both rear toe links. Please follow the Workshop Manual (WSM) procedures in Section 204-02.
2. Replace both rear wheel knuckles. Please follow the WSM procedures in Section 204-02.
• Do not install the wheels and tires or perform an alignment at this time.
3. Install both new rear toe links. Please follow the WSM procedures in Section 204-02.
4. Perform the alignment to check and correct rear toe and camber. Please follow the WSM procedures in
Section 204-00.
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
March 2021
Customer Satisfaction Program 21B13
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
have pre-selected your vehicle to replace both rear toe links and wheel knuckles free of charge as
part of an important safety research study. Ford understands that supporting this effort can be an
inconvenience, but asks that you contribute to this important effort at your earliest convenience. Your
participation will help ensure your safety and the safety of others who may be involved in a crash.
This is not a safety recall. We are collecting these parts to confirm their performance after being in
service in your vehicle for many years.
Why are you receiving
this notice?
This program is a proactive effort to gather certain rear toe links and wheel
knuckles for research. Ford Motor Company is voluntarily conducting this
program to obtain field parts from certain geographic locations for testing
and evaluation.
This program will expire without notice once sufficient parts have been
gathered to complete the required research.
What will Ford and
your dealer do?
For the purposes of this research program, Ford Motor Company has
authorized your dealer to remove the rear toe links and wheel knuckles from
your vehicle and replace them with new parts free of charge. The new
replacement toe links and knuckles being installed contain no enhancements
and are identical in design and construction to the toe links and knuckles
being removed. Because the replacement parts are new, the principal
difference between the old and new parts is that your present toe links and
knuckles have been in service on your vehicle.
How long will it take? The time needed to exchange your old rear toe links and wheel knuckles for
new parts 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 21B13. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
© Copyright 2021 Ford Motor Company
If you do not already have a servicing dealer, you can access owner.ford.com
for dealer addresses, maps, and driving instructions.
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

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