17B03

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 2, 2017
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B03
Certain 2017 Model Year F-Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Transmission Fluid Cooler Tubes Repair
PROGRAM TERMS
This program will be in effect through March 31, 2018. There is no mileage limit for this program.
We recommend dealers utilize their FSA VIN Lists name and address (available by March 24, 2017)
to contact customers with affected vehicles. This will help minimize the number of vehicles that may
exhibit a transmission oil leak, which requires a more extensive repair.
AFFECTED VEHICLES
Vehicle
Model Year
F-Super Duty
2017
Assembly Plant
Build Dates
Kentucky Truck
October 8, 2015 through September 30, 2016
Ohio
February 11, 2016 through September 29, 2016
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, a slow transmission fluid leak may occur due to the Transmission
Fluid Cooler (TFC) tubes not being manufactured to the intended bend angle. This could cause
stress loading, and ultimately cause a crack to form on the TFC tubes at the transmission, resulting in
a leak. Customers may notice a small amount of fluid leakage on the ground and/or a service engine
soon indicator illuminated in the instrument panel. If the leak progresses, customers could experience
reduced engine function and hard transmission gear shifting.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
inspect the TFC tubes at the transmission for the presence of a leak. If no fluid leak is present,
dealers are to install a washer behind the TFC tubes attaching plate, per the Technical Information,
which will reduce stress loading of the TFC tubes. If a fluid leak is present, dealers are to replace the
TFC tubes and install the washer as described above. 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 13, 2017. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
 Copyright 2017 Ford Motor Company
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter
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
Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,
Michael A. Berardi
 Copyright 2017 Ford Motor Company
ATTACHMENT I
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B03
Certain 2017 Model Year F-Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Transmission Fluid Cooler Tubes Repair
OASIS ACTIVATION
OASIS will be activated on March 2, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on
March 2, 2017. Owner names and addresses will be available by March 24, 2017.
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.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
 Copyright 2017 Ford Motor Company
ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B03
Certain 2017 Model Year F-Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Transmission Fluid Cooler Tubes Repair
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
 For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty
and policy guidelines for related damage claims. No SSSC approval is required for these
vehicles:
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.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
CLAIMS PREPARATION AND SUBMISSION
 Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
o DWE: refer to ACESII manual for claims preparation and submission information.
o OWS: when entering claims in DMS software, select claim type 31: Field Service Action.
The FSA number (17B03) is the sub code.
 Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
 PROGRAM TERMS: This program will be in effect through March 31, 2018. There is no
mileage limit for this program.
 Copyright 2017 Ford Motor Company
ATTACHMENT II
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B03
Certain 2017 Model Year F-Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Transmission Fluid Cooler Tubes Repair
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Inspect for transmission fluid leak – no leak detected - install
transmission fluid cooler tubes attaching plate washer
17B03B
0.4 Hours
Inspect for transmission fluid leak – leak detected - replace
transmission fluid cooler tubes and install attaching plate
washer
17B03C
2.7 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
No Leak Detected – Parts Required to Install Transmission Fluid Cooler Tubes Attaching Plate
Washer (claim with labor operation 17B03B)
Order
Quantity
Claim
Quantity
Bolt (4 bolts/package, 1 bolt needed)
1
1
Washer (4 washers/package, 1 washer needed)
1
1
Part Number
Description
W715131-S437
W718565-S437U
Leak Detected – Parts Required to Replace the Transmission Fluid Cooler Tubes and Install
Attaching Plate Washer (claim with labor operation 17B03C)
Note: Less than 1% of the affected vehicle population is expected to require transmission fluid cooler
tubes to be replaced.
Order
Quantity
Claim
Quantity
Bolt (4 bolts/package, 1 bolt needed)
1
1
1
1
HC3Z-7R081-B
Washer (4 washers/package, 1 washer needed)
Transmission fluid cooler tubes
1
1
BC3Z-6840-A
Oil filter adapter gasket
1
1
BC3Z-6731-B
Engine oil filter
1
1
XT-10-QLVC
Motorcraft® MERCON® LV Automatic Transmission
Fluid
XO-10W30-QSD
Motorcraft® Super Duty Diesel Motor Oil
Part Number
Description
W715131-S437
W718565-S437U
As Needed
(up to 8 quarts)
1 quart
1 quart
The DOR/COR number for this program is 51072.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
 Copyright 2017 Ford Motor Company
ATTACHMENT II
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B03
Certain 2017 Model Year F-Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Transmission Fluid Cooler Tubes Repair
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 2017 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 17B03
CERTAIN 2017 MODEL YEAR F-SUPER DUTY VEHICLES EQUIPPED WITH A 6.7L
DIESEL ENGINE — TRANSMISSION FLUID COOLER TUBES REPAIR
OVERVIEW
In some of the affected vehicles, a slow transmission fluid leak may occur due to the Transmission Fluid
Cooler (TFC) tubes not being manufactured to the intended bend angle. This could cause stress loading,
and ultimately cause a crack to form on the TFC tubes at the transmission, resulting in a leak. Customers
may notice a small amount of fluid leakage on the ground and/or a service engine soon indicator
illuminated in the instrument panel. If the leak progresses, customers could experience reduced engine
function and hard transmission gear shifting. Dealers are to inspect the TFC tubes at the transmission for
the presence of a leak. If no fluid leak is present, dealers are to install a washer behind the TFC tubes
attaching plate, per the Technical Information, which will reduce stress loading of the TFC tubes. If a fluid
leak is present, dealers are to replace the TFC tubes and install the washer as described above.
SERVICE PROCEDURE
1. Inspect for the presence of a transmission fluid leak from the TFC tubes at the transmission.
- If a transmission fluid leak is detected, proceed to Step 2.
- If a transmission fluid leak is not detected, proceed to Step 3.
2. Replace the TFC tubes. Please follow the Workshop Manual (WSM) procedures in Section 307-02.
• During installation, install a new washer between the transmission case and the TFC tubes 		
		 attaching plate. See Figure 1.
3. Install a new washer behind the TFC tubes attaching plate.
a.
b.
		
c.
Remove and discard the TFC tubes-to-transmission bolt.
Install a new washer between the transmission case and the TFC tubes attaching plate.			
See Figure 1.
Install the new bolt and tighten to 18 lb.ft (25 Nm).
ATTACHING
PLATE
TRANSMISSION FLUID
COOLER TUBES
ONE WASHER
INSTALLED
ONE WASHER
ATTACHING
PLATE
1701A
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2017
FIGURE 1
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March, 2017
Customer Satisfaction Program 17B03
Programa de satisfacción del cliente 17B03
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 for a slow transmission fluid leak to
occur due to the transmission fluid cooler tubes not being manufactured to
the intended bend angle. You may notice a small amount of fluid leakage on
the ground and/or a service engine soon indicator illuminated in the
instrument panel. If the leak progresses, you could experience reduced
engine function and hard transmission gear shifting.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect and modify the transmission fluid cooler tubes
attaching plate bracket free of charge (parts and labor) under the terms of
this program.
This Customer Satisfaction Program will be in effect until March 31, 2018
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. In addition, your vehicle will require an inspection to
determine if additional parts need to be ordered.
What should you do?
Please call your dealer without delay and request a service date for
Customer Satisfaction Program 17B03. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.
 Copyright 2017 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.
Your vehicle may be equipped with a diagnostic feature called the Vehicle
Health Report which can inform you about all available recalls, as well as
other key vehicle health information. Please see
https://owner.ford.com/vehicle-health for more information.
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: www.Fordowner.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: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll free at
1-866-906-9811. Representatives are available 24 hours a day.
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.ford.com/recall.
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de
Relación con Clientes al 1-866-436-7332 y presione 2 para Español.
Para asistencia en
Español
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2017 Ford Motor Company