Customer Satisfaction Program 21B18 – Engine Assembly Replacement – 2021 Ford Explorer & Lincoln Aviator

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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 30, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B18
Certain 2021 Model Year Explorer/Aviator All-Wheel-Drive Vehicles Equipped with
3.0L Engines
Engine Assembly Replacement
PROGRAM TERMS
This program will be in effect through March 31, 2022. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of March 31, 2022 to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address (available on March 30, 2021)
to contact customers with affected vehicles.
AFFECTED VEHICLES
Vehicle Model Year
Assembly
Plant
Build Dates
Aviator 2021 Chicago October 18, 2020 through February 12, 2021
Explorer 2021 Chicago October 6, 2020 through January 10, 2021
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, an oversized right-hand exhaust camshaft journal was installed in the
engine assembly. This may result in a misfire and low compression condition. The check engine light
will be illuminated.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace the engine assembly. 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 April 12, 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
Attachment IV Affected Vehicles – VIN List
Owner Notification Letters
© 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 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B18
Certain 2021 Model Year Explorer/Aviator All-Wheel-Drive Vehicles Equipped with 3.0L Engines
Engine Assembly Replacement
OASIS ACTIVATION
OASIS will be activated on March 30, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 30,
2021. Owner names and addresses will be available by April 26, 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
Dealers are pre-approved for up to three days for a comparable rental vehicle. Follow Extended
Service Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the
vehicle is at the dealership for part replacement. Prior approval for more than three rental day(s) is
required from the SSSC via the SSSC Web Contact Site.
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 EFC07715,
2020 Lincoln Pickup & Delivery Updates. Claim any additional rental days approved by the SSSC as
instructed. Claim the difference of pre-approved days, or any additional rental days approved by the
SSSC as instructed.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B18
Certain 2021 Model Year Explorer/Aviator All-Wheel-Drive Vehicles Equipped with 3.0L Engines
Engine Assembly 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
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 (21B18) is the sub code.
▪ Customer Concern Code (CCC): D50 Other Engine Trouble
▪ Condition Code (CC): 42 – Does Not Operate Properly
▪ Causal Part Number: 6A268
▪ 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.
• 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 EFC07715,
2020 Lincoln Pickup & Delivery Updates for details.
• Additional parts not listed in the parts section: Additional parts such as fasteners may be
submitted on the same repair line on which the FSA is claimed. Additional parts totaling more
than $500.00 requires prior approval from the SSSC.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B18
Certain 2021 Model Year Explorer/Aviator All-Wheel-Drive Vehicles Equipped with 3.0L Engines
Engine Assembly Replacement
LABOR ALLOWANCES
Description Labor Operation Labor Time
Replace Engine Assembly MT21B18B Up to 19.0 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number Description
Order
Quantity
Claim
Quantity
LB5Z-6007-G 3.0L Engine Assembly – Gas 1 1
LB5Z-6007-H 3.0L Engine Assembly – PHEV 1 1
VC-13-G Anti-freeze (16.4 quarts per vehicle) As Required
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.
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B18
Certain 2021 Model Year Explorer/Aviator All-Wheel-Drive Vehicles Equipped with 3.0L Engines
Engine Assembly Replacement
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 OF 1
CUSTOMER SATISFACTION PROGRAM 21B18
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
CERTAIN 2021 MODEL YEAR EXPLORER AND AVIATOR VEHICLES EQUIPPED
WITH A 3.0L ENGINE — ENGINE REPLACEMENT
SERVICE PROCEDURE
NOTICE: During engine repair procedures, cleanliness is extremely important. Any foreign
material, including any material created while cleaning gasket surfaces, that enters the
oil passages, coolant passages or the oil pan, can cause engine failure.
1. Replace the 3.0L engine assembly. Please follow the Workshop Manual (WSM) procedures in
Section 303-01.
NOTE: Transfer components as necessary. Refer to the WSM for the individual component procedures.
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
April 2021
Customer Satisfaction Program 21B18
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 an oversized right-hand exhaust
camshaft journal was installed in the engine assembly.
What is the effect? This may result in an engine misfire and low compression condition. The
check engine light will be illuminated.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the engine assembly free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until March 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 three days. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time. Additional time may be required to allow the engine to
cool prior to performing this repair. In addition, your vehicle will/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 21B18. 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
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.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.
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
April 2021
Customer Satisfaction Program 21B18
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 an oversized right-hand exhaust
camshaft journal was installed in the engine assembly.
What is the effect? This may result in an engine misfire and low compression condition. The
check engine light will be illuminated.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the engine assembly free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until March 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 three days. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period. Additional time may be required to allow the engine to cool
prior to performing this repair. In addition, your vehicle will/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 21B18. 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.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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
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.
The Lincoln Way: Lincoln Owner App) 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.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.
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).
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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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