Customer Satisfaction Program 21N02 – Front NOx Sensor Warranty Extension – 2013-2016 Ford F-Super Duty & 2015-2019 Transit

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
March 17, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 21N02
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019
Model Year Transit 3.2L Diesel Vehicles – Front NOx Sensor Warranty Extension
REF: NEW VEHICLE DELIVERY HOLD – Emission Recall 21E01
Customer Satisfaction Programs 21N05 and 21N06
Dated: March 17, 2021
PROGRAM TERMS
Vehicles must have Emissions Recall 21E01 completed and claimed in the One Warranty System
(OWS) or the Dealer Management System (DMS) before Customer Satisfaction Program 21N02 is
activated in OASIS.
This program extends the warranty coverage of the front nitrogen oxides (NOx) sensor for twelve
months of service, beginning on the date the powertrain control module (PCM) is reprogrammed
under Emissions Recall 21E01. This program only applies if a front NOx sensor fault is detected and it
is related to a diagnostic trouble code (DTC) P2201 identified after 21E01 has been performed.
This is a one-time repair program.
Customer Satisfaction Program 21N02 expires twelve months after Emissions Recall 21E01 is
completed or December 31, 2024, whichever occurs first. Vehicles will no longer be eligible for free
service under 21N02 after December 31, 2024 with or without Emissions Recall 21E01 performed.
After 21N02 expires, the front NOx Sensor remains covered under the original warranty terms and
conditions.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle Model Year Assembly Plant Build Dates
F-Series
Super Duty 2013-2016 Kentucky Truck April 16, 2012 through July 03, 2016
Transit 2015-2019 Kansas City February 10, 2014 through Oct 24, 2019
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In all of the affected vehicles, the onboard diagnostic (OBD) system initially contained a software error
that prevented illumination of the malfunction indicator light (MIL) if a certain fault was present in the
front NOx sensor. Since the PCM was reprogrammed under Emissions Recall 21E01, the OBD
system is now able to detect this NOx sensor fault previously masked by the software error and can
light the MIL if this fault is found to be present.
 Copyright 2021 Ford Motor Company
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE (continued)
It is possible that a) the upstream/front NOx sensor had a fault during its original warranty period and
before Emissions Recall 21E01 was completed, b) the PCM was reprogrammed after January 15,
2020, with an update that already included the corrections included in 21E01 and since then the OBD
system has now identified a fault in the upstream/front NOx sensor, and c) the original warranty for
the upstream/front NOx sensor has since expired. For customer satisfaction, we are extending the
warranty of the upstream/front NOx sensor to cover this possible pre-existing fault situation.
SERVICE ACTION
If a vehicle exhibits MIL illumination with DTC P2201 present and the vehicle is still eligible for 21N02,
dealers are to provide a one-time repair of the front/upstream NOx sensor. This service must be
performed at no charge to the vehicle owner.
NOTE: Vehicles are only eligible for 21N02 after Emissions Recall 21E01 has been claimed.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed in the second quarter of 2021. For vehicles eligible for
21N02, dealers should repair any affected vehicles that experience an upstream/front NOx sensor
fault related to a P2201 DTC, 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 2
Customer Satisfaction Program 21N02
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Front NOx Sensor Warranty Extension
OASIS ACTIVATION
OASIS will be activated after Emissions Recall 21E01 is completed and claimed.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program unless emission coverage is explicitly cancelled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTY CANCELLED INCLUDING EMISSIONS
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed after January 15, 2020, and before the date of the Owner Notification
Letter under the conditions noted below. This refund offer expires June 30, 2022.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered
repairs, or those judged by Ford to be excessive, will not be reimbursed.
NOTE: Refunds will only be provided for the cost associated with an upstream/front NOx sensor
replacement after the PCM was reprogramed. The PCM must have been reprogramed on or after
January 15, 2020, for this refund to apply. Even if the PCM was previously reprogrammed on or after
January 15, 2020, Emissions Recall 21E01 completion and claim submittal is required before 21N02
is activated in OASIS and before refunds can be processed.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21N02
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Front NOx Sensor Warranty Extension
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 powertrain 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 – 5 years or 60,000 miles
For vehicles outside new vehicle powertrain warranty coverage, submit an Approval Request to the
SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• NOTE: Vehicles are only eligible for FSA 21N02 after FSA 21E01 has been claimed.
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
Description When Entering Claims Enter Value:
Select claim type 31 Field Service Action
Sub Code 21N02
Causal Part Number 12A650 QTY: 0
Customer Concern Code (CCC) E29 – “Check engine” light troubles
Condition Code (CC) X9 – Incorrect Configuration of Programmable
Electronic Control Units
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Refunds: Submit refunds on a separate repair line.
– Program Code: 21N02 – Misc. Expense: ADMIN
– Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
o Multiple refunds should be submitted on one repair line and the invoice details for each
repair should be detailed in the comments section of the claim.
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 21N02
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Front NOx Sensor Warranty Extension
LABOR ALLOWANCES
Description Labor Operation Labor Time
Replace Front/Upstream NOx Sensor – Includes inspection
for a P2201 DTC on Either Super Duty or Transit 21N02B 0.6 Hours
Super Duty FX4 – Remove/Install Fuel Tank Shield to
Access Lifting Points 21N02C 0.3 Hours
Super Duty 4X2 and 4X4 (Non-FX4) – Remove/Install Fuel
Tank Shield to Access Lifting Points 21N02D 0.1 Hours
Transit – Remove Running Boards if Equipped 21N02E 0.3 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION – Refer to Separate Tables per Vehicle
SSSC Web Contact Site:
To place an order for Front NOx Sensors, submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Super Duty Vehicles Only
Part Number Description Order
Quantity
Claim
Quantity
DC3Z-9D378-A Super Duty – Front/Upstream Tailpipe NOx Sensor 1 1
Transit Vehicles Only
Part Number Description Order
Quantity
Claim
Quantity
CK4Z-9D378-D Transit – Front/Upstream Tailpipe NOx Sensor 1 1
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Less than 2% of the affected vehicle population is expected to require a front NOx sensor
replacement.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS
RETENTION AND RETURN POLICIES.
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 21N02
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Front NOx Sensor Warranty Extension
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 1
CUSTOMER SATISFACTION PROGRAM 21N02
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
CERTAIN 2013-2016 MODEL YEAR F-SERIES SUPER DUTY 6.7L DIESEL AND
2015-2019 MODEL YEAR TRANSIT 3.2L DIESEL VEHICLES — FRONT NOX
SENSOR WARRANTY EXTENSION
SERVICE PROCEDURE
NOTICE: Do not use silicone based sprays or lubricants on any components installed onto or
around the diesel exhaust system or intake air distribution and filtering system. Silicone
reacts with the Nitrogen Oxides (NOx) sensor and may cause permanent damage to the
NOx sensor.
NOTE: Vehicles are only eligible for FSA 21N02 after FSA 21E01 has been claimed.
NOTE: After the 21E01 calibration, it may take several customer drive cycles for the new calibration to
recognize Nitrogen Oxides (NOx) Sensor faults if present.
NOTE: This service action only applies if a front NOx sensor fault is detected related to a P2201 DTC.
1. Using the appropriate Ford diagnostic scan tool, check for DTC’s. Is DTC P2201 present?
Yes – Proceed to Step 2.
No – This FSA does not apply. For all other DTC’s, please refer to the Powertrain Control
and Emission Diagnostics (PC/ED) Manual for normal diagnostics as required.
2. Remove and discard the front Nitrogen Oxides (NOx) Sensor. Please follow the Workshop Manual
procedures in Section 303-14.
3. Install a new front NOx Sensor. Please follow the Workshop Manual procedures in Section 303-14.
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.

SEOCONTENT-END