17B05

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 20, 2017
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B05
Certain 2016-2017 Model Year Transit Connect
Floor Mats Incompatible With Vinyl Floor
PROGRAM TERMS
This program will be in effect through March 31, 2018. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Transit Connect
2016 - 2017
Valencia
July 4, 2016 through October 3, 2016
Ford Motor Company is issuing a customer satisfaction program for a small number (24 total vehicles)
of vehicles listed above. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In the affected vehicles, the floor mats provided do not properly fit the retention posts in the vehicle.
SERVICE ACTION
For in-stock units, dealers are to remove and dispose of the original front floor mats, and replace with
new floor mats, which have revised retention locations.
For sold units, dealers are to order new floor mats for the original title owner at no charge.
Customers must physically possess and turn in the affected driver side floor mat to receive
new floor mats.
Important Note: The owner letter for this program will be mailed to original titled owners only. For
sold units, dealers should only provide floor mats to customers in possession of the owner letter. In
addition, floor mats for fleet customers should be discussed with and approved by the owner of the
vehicle, which may not be the operator.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 27, 2017. 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
Owner Notification Letter
 Copyright 2017 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
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 17B05
Certain 2016-2017 Model Year Transit Connect
Floor Mats Incompatible with Vinyl Floor
OASIS ACTIVATION
OASIS will be activated on March 20, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 20,
2017. Owner names and addresses will be available by April 7, 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.
 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.
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.
 Copyright 2017 Ford Motor Company
ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 17B05
Certain 2016-2017 Model Year Transit Connect
Floor Mats Incompatible with Vinyl Floor
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 17B05 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 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 17B05
Certain 2016-2017 Model Year Transit Connect
Floor Mats Incompatible with Vinyl Floor
LABOR ALLOWANCES
Description
Replace Floor Mats (front only)
Labor Operation
Labor Time
17B05B
0.3 Hour(s)
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
GT1Z-1713086-FA
Description
Floor Mats (includes both driver and passenger side)
Order
Quantity
1
The DOR/COR number for this repair is 51073.
Order your parts requirements through normal order processing channels.
DEALER PRICE
For latest prices, refer to DOES II.
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
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March, 2017
Customer Satisfaction Program 17B05
Programa de satisfacción del cliente 17B05
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 floor mats provided do not properly fit the retention
posts in the vehicle.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to provide the original vehicle owner with new floor mats 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.
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?
You will need to return your original floor mats to your dealer in order to
exchange them for new replacement rubber floor mats.
Please call your dealer without delay and inform the Service Department that
you are calling in regards to Customer Satisfaction Program 17B05. 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.
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
 Copyright 2017 Ford Motor Company
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).
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