Category: Customer Satisfaction

Customer Satisfaction Program 18B19 – Exterior Door Handle Replacement – 2017 Lincoln Continental

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August 21, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 18B19
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement

 

PROGRAM TERMS  

This program will be in effect through August 31, 2019.  There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle Model Year Assembly Plant Build Dates
Continental Livery 2017 Flat Rock August 1, 2016 through June 16, 2017

Affected vehicles are identified in OASIS and FSA VIN Lists.

 

REASON FOR THIS PROGRAM

In some of the affected vehicles, customers may not be able to open a door from the outside due to intermittent failure of the door handle.

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Customer Satisfaction Program 18B20 – Seat Back Bolster Replacement – 2017-2018 Lincoln Continental

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August 21, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 18B20
Certain 2017-2018 Model Year Continental Livery Vehicles
Seat Back Bolster Replacement

 

PROGRAM TERMS

This program will be in effect through August 31, 2019.  There is no mileage limit for this program.

 

URGENCY / EXPIRATION DATE

This Customer Satisfaction Program has an expiration date of August 31, 2019 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 by September 19, 2018 to contact customers with affected vehicles.  This will help minimize the number of vehicles that may have cracked seat back bolsters, which may require a more extensive repair.

 

AFFECTED VEHICLES

Vehicle Model Year Assembly Plant Build Dates
Continental Livery 2017-2018 Flat Rock August 1, 2016 through February 21, 2018

Affected vehicles are identified in OASIS and FSA VIN Lists.

 

REASON FOR THIS PROGRAM

In some of the affected vehicles, the front driver or passenger seat back bolster may crack, resulting in a loose outboard bolster and/or a gap between the foam trim and surrounding plastic.

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Customer Satisfaction Program 18B21 – Automatic Engine Idle Shutdown – 2018 Ford Edge & Expedition

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August 15, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 18B21
Certain 2018 Model Year Edge Vehicles Equipped with a 2.0L EcoBoost Engine and
Expedition Vehicles Equipped with Keyless Ignition
Automatic Engine Idle Shutdown

 

PROGRAM TERMS  

This program will be in effect through August 31, 2019.  There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle Model Year Assembly Plant Build Dates
Edge 2018 Oakville May 3, 2017 through March 8, 2018
Expedition 2018 Kentucky March 14, 2017 through March 19, 2018

Affected vehicles are identified in OASIS and FSA VIN Lists.

 

REASON FOR THIS PROGRAM

In all of the affected vehicles, an error in Powertrain Control Module (PCM) software or Instrument Panel Cluster (IPC) configuration will prevent the Automatic Engine Idle Shutdown feature from automatically shutting down the ignition and engine after it has been idling for an extended period.  The ignition and engine can still be shut down using the push button ignition switch.

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Customer Satisfaction Program 18N01 – Special R-1234yf Refrigerant Service Information – 2018 Ford Expedition & Lincoln Navigator

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July 20, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 18N01
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

 

PROGRAM TERMS

This is a one-time repair program and DOES NOT apply to vehicles outside of New Vehicle Limited Warranty.  Coverage is automatically transferred to subsequent owners.

 

AFFECTED VEHICLES

Vehicle Model Year Assembly Plant Build Dates
Expedition 2018 Kentucky Truck January 2, 2018 through February 6, 2018
Navigator 2018 Kentucky Truck January 2, 2018 through February 6, 2018

Affected vehicles are identified in OASIS.

 

REASON FOR THIS PROGRAM

This program provides special service instructions, loaner equipment, and rental assistance to expedite the repair of affected vehicles equipped with R-1234yf A/C refrigerant, which may be contaminated.

NOTE: DO NOT connect an A/C recovery machine or pressure gauges to the vehicle unless directed by this article, as damage to the equipment may result.

 

SERVICE ACTION

If a vehicle equipped with R-1234yf refrigerant, with a build date between January 2, 2018 and February 6, 2018, exhibits a lack of A/C cooling with no associated DTCs, or requires recovery of R-1234yf A/C refrigerant to complete a service repair, dealers are to obtain the equipment from Ford Motor Company necessary to evacuate the A/C system.  Once the refrigerant has been evacuated, dealers will replace the A/C components identified in this bulletin and recharge the system following the instructions in Attachment III.  This includes, but is not limited to damage caused by collision or other.  This service must be performed at no charge to the vehicle owner.

NOTE:  To obtain the loaner equipment, dealers are to submit a VIN-specific contact via the Special Service Support Center (SSSC) web contact site.  Follow the on-line instructions and complete the bailment agreement.  The SSSC web contact site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

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Customer Satisfaction Program 18M01 – Reductant Heater and Sender Assembly Repair – 2011-2015 Ford F-Super Duty

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April 24, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 18M01
Certain 2011-2012 Model Year F-250-F-550 and 2013-2015 F-450-F-550 equipped with a 6.7L Diesel Engine
Reductant Heater and Sender Assembly Repair

 

PROGRAM TERMS

This program extends the warranty coverage of the reductant heater and sender assembly to 11 years of service or 120,000 miles from the warranty start date of the vehicle, whichever occurs first. If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage will last through December 31, 2018.  Coverage is automatically transferred to subsequent owners.

NOTE:  This program does not apply to vehicles that qualify for repairs under the New Vehicle Limited Warranty.  Repairs for vehicles covered by New Vehicle Limited Warranty should be claimed using existing published labor operation codes.

 

VEHICLES COVERED BY THIS PROGRAM

Vehicle Model Year Assembly Plant Build Dates
F-250 – F-550 2011-2012 Kentucky Truck August 24, 2009 through October 23, 2012
F-450 – F-550 2013-2015 Kentucky Truck April 16, 2012 through December 9, 2014

Affected vehicles are identified in OASIS.

 

REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE

In some of the affected vehicles, the reductant heater and sender assembly may fail causing the malfunction indictor lamp (MIL) to illuminate and, in some instances, may cause the engine to go into a reduced power de-rate strategy. If this condition exists, diagnostic trouble codes (DTCs) related to the reductant heater and sender assembly will be present in the powertrain control module.

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