17N03-AW

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
October 12, 2017
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Awareness Communication –
Upcoming Customer Satisfaction Program 17N03
2011-2017 Model Year Explorer Retail Vehicles
Carbon Monoxide Complaints
REASON FOR THIS COMMUNICATION
To inform you that Ford Motor Company is preparing a media announcement for October 13, 2017,
regarding an upcoming customer satisfaction program for customers with carbon monoxide concerns.
Once the media has been informed, there is a possibility that you may be contacted by customers
about this program. This communication will help you answer customer questions.
REASON FOR THIS CUSTOMER SATISFACTION PROGRAM
We are aware of recent customer concerns related to media reporting around carbon monoxide in
2011-2017 Explorer retail vehicles. These vehicles are safe. Our investigation has not found CO
levels that exceed what people are exposed to every day. However, we take consumer concerns
seriously and are offering a free service under this customer satisfaction program, regardless of
mileage or warranty status, for peace of mind.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Explorer Retail
2011-2017
Chicago
2011 Job 1 through 2017 Job Last
SERVICE ACTION
This program is expected to include reprogramming the climate control module, inspection of rear-ofvehicle sealing, and repairing vehicle sealing as necessary. It is anticipated that the complete bulletin
will be provided to dealers by the end of October 2017, once parts and software are available. This
service will be performed free of charge at the request of the customer.
CUSTOMER NOTIFICATION
Owners of record will be notified via first-class mail after repair instructions and parts ordering
information have been provided to dealers. The customer notification schedule will be announced in
the complete bulletin.
OASIS AND FSA VIN LISTS
OASIS and FSA VIN Lists will be activated by the end of October 2017, when the complete bulletin is
published.
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