Customer Satisfaction Program 20B51 – Electric Brake Booster Replacement – 2020 Lincoln Aviator, Ford Explorer & Escape & 2020-2021 Corsair

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
February 15, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 20B51
Certain 2020 Model Year Aviator, Explorer and Escape Vehicles and 2020-2021
Corsair Vehicles – Electric Brake Booster Replacement
PROGRAM TERMS
This program will be in effect through February 28, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Aviator
2020
Chicago January 8, 2020 through May 27, 2020
Hangzhou May 6, 2020 through May 23, 2020
Explorer
Chicago December 9, 2019 through June 18, 2020
Hangzhou May 5, 2020 through July 15, 2020
Escape Louisville January 6, 2020 through March 3, 2020
Corsair Louisville
January 7, 2020 through February 13, 2020
2021 January 15, 2020 through January 17, 2020
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the Electric Brake Booster (EBB) may contain a cracked solenoid
valve plunger that may break and move out of position. A dislocated valve plunger may lead to the
driver experiencing any of the following symptoms:
• Hard brake pedal
• Over-braking condition
• If certain other conditions are present, longer brake pedal travel with an incremental increase
in stopping distance that would be accompanied by a red brake warning indicator lamp on the
instrument panel cluster
SERVICE ACTION
Dealers are to replace the EBB assembly following the dealer bulletin Technical Information. This
service must be performed on all affected vehicles at no charge to the vehicle owner.
NOTE: Not all the parts are currently available in sufficient quantities to repair all vehicles. Please
refer to Attachment II to determine part availability.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of February 22, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
© Copyright 2021 Ford Motor Company
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 20B51
Certain 2020 Model Year Aviator, Explorer and Escape Vehicles and 2020-2021 Corsair Vehicles
Electric Brake Booster Replacement
OASIS ACTIVATION
OASIS will be activated on February 15, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 15,
2021. Owner names and addresses will be available by March 9, 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 2
Customer Satisfaction Program 20B51
Certain 2020 Model Year Aviator, Explorer and Escape Vehicles and 2020-2021 Corsair Vehicles
Electric Brake Booster 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 20B51 is the sub code.
▪ Customer Concern Code (CCC): H19 – Brake-ABS/Traction/ESC Troubles
▪ Condition Code (CC): 01 – Broken/Cracked
▪ Causal Part Number: 2005
▪ 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.
• Provision for Motorcraft® DOT 4 LV Brake Fluid (PM-20):
NOTE: Use Motorcraft® DOT 4 LV Brake Fluid as required (up to 2 pints per vehicle).
o Program Code: 20B51
o Misc. Expense: OTHER
o Amount: Actual cost up to $19.00
• 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
Customer Satisfaction Program 20B51
Certain 2020 Model Year Aviator, Explorer and Escape Vehicles and 2020-2021 Corsair Vehicles
Electric Brake Booster Replacement
LABOR ALLOWANCES
Description Vehicle Labor Operation Labor Time
Replace EBB Assembly
Aviator/Explorer – Non-Hybrid 20B51B 2.3 Hours
Aviator/Explorer – Hybrid Only 20B51C 2.5 Hours
Corsair – Non-Hybrid 20B51D 2.3 Hours
Corsair – Hybrid Only 20B51E 3.4 Hours
Escape – Non-Hybrid 20B51F 1.8 Hours
Escape – Hybrid Only 20B51G 3.2 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for an EBB assembly, submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Part Number Description Order Quantity Claim Quantity
L1MZ-2005-G EBB Assembly – Aviator/Explorer 1 1
L1MZ-2005-F EBB Assembly – Explorer Police 1 1
LX6Z-2005-R EBB Assembly – Corsair/Escape 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.
Order the parts below through normal order processing channels:
To guarantee the shortest delivery time, an emergency order for parts must be placed.
Part Number Description Order Quantity Claim Quantity
L1MZ-2L523-A Clevis Pin – Aviator/Explorer 1 1
3M5Z-2L523-AA Clevis Pin – Corsair/Escape 1 1
*PM-20
Motorcraft® DOT 4 LV Brake Fluid
(4 pints per case)
MISC. OTHER
* Use Motorcraft® DOT 4 LV Brake Fluid as required (up to 2 pints per vehicle).
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.
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 20B51
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2021
CERTAIN 2020 MODEL YEAR AVIATOR, EXPLORER AND ESCAPE VEHICLES AND
2020-2021 CORSAIR VEHICLES — ELECTRIC BRAKE BOOSTER REPLACEMENT
SERVICE PROCEDURE
1. Replace the Electric Brake Booster (EBB). Please follow the Workshop Manual (WSM) procedures in
Section 206-09.
© Copyright 2021 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
February 2021
Customer Satisfaction Program 20B51
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, the Electric Brake Booster (EBB) may contain a cracked
solenoid valve plunger that could move out of position.
What is the effect? You may experience a hard brake pedal or over -braking. If certain other
conditions are present, you could experience longer brake pedal travel with
an incremental increase in stopping distance that would be accompanied by
a brake light warning in the instrument cluster.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the EBB assembly free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 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 20B51. 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.
© Copyright 2021 Ford Motor Company
What should you do?
(Continued)
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
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
February 2021
Customer Satisfaction Program 20B51
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, the Electric Brake Booster (EBB) may contain a cracked
solenoid valve plunger that could move out of position.
What is the effect? You may experience a hard brake pedal or over -braking. If certain other
conditions are present, you could experience longer brake pedal travel with
an incremental increase in stopping distance that would be accompanied by
a brake light warning in the instrument cluster.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the EBB assembly free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 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 20B51. 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
What should you do?
(Continued)
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.
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).
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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: 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

SEOCONTENT-END