17N03-S1

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
Supercedes 17N03
October 26, 2017
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
REF:
Customer Satisfaction Program 17N03
Dated October 25, 2017
New! REASON FOR THIS SUPPLEMENT
Remove the New Vehicle Demonstration / Delivery Hold from this customer satisfaction program.
PROGRAM TERMS
This is a one-time service program. This program will be in effect through December 31, 2018. There
is no mileage limit for this program.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Explorer
2011-2017
Chicago
Build Dates
2011 Job 1 through 2017 Job Last
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING THIS SERVICE
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon
monoxide. These vehicles are safe. However, for our customers’ peace of mind, Ford is offering this
no charge service that reduces the potential for exhaust to enter the vehicle. Customers can take their
vehicles, regardless of mileage or warranty status, to a Ford dealer to have this service performed.
To be clear, unlike Explorer vehicles, carbon monoxide concerns in Police Interceptor Utilities are
related to unsealed holes from the installation of police equipment by third parties after the vehicle
was purchased.
SERVICE ACTION
At the request of the customer, dealers are to reprogram the climate control module (using IDS
release 107.04 or higher), inspect rear-of-vehicle sealing and repair as necessary. This service must
be performed at no charge to the vehicle owner.
NOTE: Climate control module reprogramming brings fresh air into the vehicle cabin during rapid
acceleration. Some customers in extremely hot and humid climates may notice a momentary change
in max air conditioning output.
 Copyright 2017 Ford Motor Company
NOTE: Aftermarket lighting and/or equipment mounted to the liftgate spoiler can compromise vehicle
sealing. Ford can only ensure proper sealing of the spoiler when aftermarket lighting and/or
equipment is removed and the spoiler is resealed. Before removing aftermarket lighting and/or
equipment from the spoiler, contact the customer to obtain their approval to conduct this part of the
service. If a customer elects to keep aftermarket lighting and/or equipment on the spoiler, proceed
with the following actions:
• Document on the repair order that the service to reseal the spoiler and remove the aftermarket
lighting and/or equipment from the spoiler was declined
• Print and provide the customer with the Customer Information Form – Liftgate Spoiler –
Aftermarket Lighting and/or Equipment (Attachment V)
• Complete all other steps of this field service action
• Release the vehicle to the customer
For Explorer vehicles used in law enforcement or as first responders that are equipped with
aftermarket lighting and/or equipment, contact the SSSC for information regarding the servicing of
these vehicles.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 13, 2017 through December 22,
2017. Dealers should apply this service at the request of the customer, whether or not they have
received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Attachment IV:
Dealer Q & A
Attachment V:
Customer Information Form – Liftgate Spoiler – Aftermarket Lighting and/or
Equipment
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
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
OASIS ACTIVATION
OASIS will be activated on October 25, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Owners that have concerns about exhaust or carbon monoxide will be directed to dealers for
this service.
• Dealers are to prioritize servicing of customer vehicles over servicing of new and used vehicle
inventory.
STOCK VEHICLES
•
•
Service 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 service 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
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer
expires March 31, 2018.
• Refunds will only be provided for the cost associated with the inspection and repair of vehicles
with exhaust odor and carbon monoxide complaints using TSB 16-0166 or 17-0044.
RENTAL VEHICLES
•
The use of rental vehicles is not approved for this program.
 Copyright 2017 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
CLAIMS PREPARATION AND SUBMISSION
•
•
•
•
•
•
•
This is a one-time service program and also applies to vehicles that are within the New Vehicle
Limited Warranty coverage period. When a vehicle is determined to exhibit this concern,
repairs should be claimed against Program Code 17N03.
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 17N03 is the sub code.
Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
Submit refunds on a separate repair line.
- Program Code: 17N03
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
Multiple refunds should be submitted on one repair line and the invoice details for each repair
should be detailed in the comments section of the claim.
Provision for Locally Obtained Supplies: Includes anti-corrosion coating and instant gel
adhesive.
o Program Code: 17N03
o Misc Expense: OTHER
o Amount: Actual cost up to $15.00
PROGRAM TERMS: This program will be in effect through December 31, 2018. There is no
mileage limit for this program.
 Copyright 2017 Ford Motor Company
ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
LABOR ALLOWANCES – All Vehicles
Description
• Underbody Inspection and Sealing
• Air Extractor Inspection
• Liftgate Drain Valve Replacement
• Liftgate Weather Seal Inspection
• Liftgate Spoiler Inspection
• Climate Control Module Reprogramming (using IDS
release 107.04 or higher)
Labor Operation
Labor Time
17N03B
0.6 Hours
LABOR ALLOWANCES – As Required – Use in combination with 17N03B
Description
Labor Operation
Labor Time
Replace Air Extractor (one or both)
17N03C
0.9 Hours
Remove liftgate spoiler and replace seals and fasteners
17N03D
0.4 Hours
Liftgate Weather Seal Replacement
17N03E
0.1 Hours
Order Quantity
Claim Quantity
2
2
2 (2011-2015)
3 (2016-2017)
2 (2011-2015)
3 (2016-2017)
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
CK4Z-13014-B
Foil-Backed Mastic Patch
4M8Z-78280B62-A
Liftgate Drain Valve
- 78404A06 -
Liftgate Weather Seal (refer to
catalog)
As Required
HB5Z-78442K03-A
Liftgate Spoiler Sealing Kit
As Required
BB5Z-61280B62-B
Air Extractor (Less than 10% of
vehicles will require this part)
As Required
TA-19-C
PM-13-A
Motorcraft Instant Gel Adhesive (or
equivalent, including but not limited to
Loctite 414 or 495)
As Required
MISC. OTHER
Motorcraft Anti-Corrosion Coating (or
equivalent)
The DOR/COR number for this program is 51106.
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
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
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 IV
Page 1 of 2
Customer Satisfaction Program 17N03 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Complaints
KEY MESSAGES FOR DEALERS / Q&A
Statement
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon
monoxide. These vehicles are safe. Our investigation has not found carbon monoxide levels that
exceed what people are exposed to every day. However, for our customers’ peace of mind, Ford is
offering this no charge service that reduces the potential for exhaust to enter the vehicle. To be clear,
carbon monoxide concerns in Police Interceptor Utilities are related to unsealed holes from the
installation of police equipment by third parties after the vehicle was purchased.
EXPLORER
Q.
A.
How do you know this action is effective at reducing exhaust or carbon monoxide?
Safety is our top priority. All of our testing to date has shown these vehicles are safe. We
have not found carbon monoxide levels that exceed what people are exposed to every day.
The free service we are offering is proven by our team to further reduce the potential for
exhaust to enter the vehicle.
Q.
Does Ford’s decision to pay for this service mean that there was a safety issue with
carbon monoxide in Explorers all along?
No. These vehicles are safe. Our investigation has not found carbon monoxide levels that
exceed what people are exposed to every day. However, we take consumer concerns
seriously and are offering 2011-2017 Ford Explorer owners this free service, regardless of
mileage or warranty status, for peace of mind.
A.
Q.
A.
Is this related to the Police Interceptor Utility?
Carbon monoxide concerns in Police Interceptor Utilities are related to unsealed holes from
the installation of police equipment by third parties after the vehicle was purchased.
Q.
What are you doing for customers who have previously paid to have their vehicle
serviced for this concern?
Ford is offering a refund for owner-paid repairs for the cost associated with the inspection and
repair of vehicles with exhaust odor and carbon monoxide complaints using TSB 16-0166 or
17-0044. Deadline for customers to submit for a refund is March 31, 2018. Refer to
Attachment I in the Dealer Bulletin.
A.
Q.
A.
Will you check the carbon monoxide level if a customer requests it? If not, why?
No. These vehicles are safe. Our investigation has not found carbon monoxide levels that
exceed what people are exposed to every day.
Q.
A.
Why doesn’t Ford equip its dealerships with carbon monoxide detectors?
These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed
what people are exposed to every day.
Q.
A.
Why won’t you recall these vehicles?
These vehicles are safe. Our decisions are driven by the data available. When the data
indicates a safety recall is needed, we move quickly on behalf of our customers.
ATTACHMENT IV
Page 2 of 2
Customer Satisfaction Program 17N03 – Supplement #1
 Copyright 2017 Ford Motor Company
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Complaints
Q.
A.
If there is no safety issue, why did a Ford employee say that there was a design issue in
your Explorers?
That statement was made in error by a contractor of Ford at a Better Business Bureau
proceeding involving an alleged exhaust odor.
Q.
A.
How long will customers be able to get this service?
This program will be available until December 31, 2018.
Q.
A.
What should customers do while waiting for this service?
Customers with concerns can run the air conditioning with recirculation turned off to allow
more fresh air into the vehicle until they can bring it to a Ford dealer to have the service
completed.
Q.
If carbon monoxide is coming into Explorers, shouldn’t customers stop driving their
vehicle altogether?
These vehicles are safe, with or without the free service. Our investigation has not found
carbon monoxide levels that exceed what people are exposed to every day.
A.
Q.
A.
Does Ford recommend customers use carbon monoxide detectors in their vehicles?
Will Ford pay for them?
We encourage our customers with carbon monoxide concerns to bring their vehicle to their
local Ford dealer for the free service provided under this program.
 Copyright 2017 Ford Motor Company
17N03 – Customer Information Form
Liftgate Spoiler – Aftermarket Lighting and/or Equipment
Your vehicle is equipped with aftermarket lighting and/or equipment mounted to the liftgate spoiler that
may prevent proper sealing. You have instructed the Dealer not to remove this equipment.
There is a wide assortment of aftermarket lighting and/or equipment products in the marketplace. In
addition, installation practices vary greatly. Because of this variation, Ford cannot ensure proper
sealing of the spoiler to the vehicle without removing the lights and/or equipment. Ford recommends
that you work with your installer and/or equipment supplier to ensure proper sealing of the spoiler.
NOTE: Police equipment suppliers are working to develop solutions for existing spoiler mounted
lighting and/or equipment products.
Examples of Liftgate Spoiler Aftermarket Lighting and/or Equipment and Installation Concerns:
•
•
•
•
•
Brackets positioned between the spoiler and the liftgate (See Figure 1)
Lighting and/or equipment that forces the spoiler out of position creates a gap between the
spoiler and the liftgate (See Figure 2)
Unsealed holes drilled in the spoiler or liftgate (See Figures 3 and 4)
Wiring for lighting and/or equipment routed from the spoiler to the vehicle in a manner that
damages the seals between the spoiler and the vehicle (See Figures 5 and 6)
When the spoiler is removed to install aftermarket lights and/or equipment, the spoiler
attachment clips and seals may be damaged. If the spoiler was removed from the vehicle, the
spoiler attachment clips and seals should be replaced. Use part number HB5Z-78442K03-A
Figure 1
Figure 2
 Copyright 2017 Ford Motor Company
Figure 3
Figure 4
Figure 5
 Copyright 2017 Ford Motor Company
Figure 6
 Copyright 2017 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
CERTAIN 2011-2017 MODEL YEAR EXPLORER VEHICLES — CARBON MONOXIDE
CONCERNS
OVERVIEW
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon monoxide.
These vehicles are safe. However, for our customers’ peace of mind, Ford is offering this no charge
service that reduces the potential for exhaust to enter the vehicle. Customers can take their vehicles,
regardless of mileage or warranty status, to a Ford dealer to have this service performed. To be clear,
unlike Explorer vehicles, carbon monoxide concerns in Police Interceptor Utilities are related to unsealed
holes from the installation of police equipment by third parties after the vehicle was purchased.
At the request of the customer, dealers are to reprogram the climate control module, inspect rear-ofvehicle sealing and repair as necessary.
Before removing aftermarket lighting and/or equipment from the liftgate spoiler, verify that Service
Department Management obtained customer approval to conduct that part of the service. If the
customer elected to keep aftermarket lighting and/or equipment on the spoiler, proceed with the following
actions:

-
Document on the repair order that the service to reseal the spoiler and remove the aftermarket
lighting and/or equipment from the spoiler was declined.
Print and provide the customer with the Customer Information Form – Liftgate Spoiler –
Aftermarket Lighting and/or Equipment (Attachment V).
Complete all other steps of this field service action EXCEPT the Liftgate Spoiler Sealing
procedure.
Release the vehicle to the customer.
SERVICE PROCEDURE
Underbody Inspection and Sealing
1. With the vehicle in NEUTRAL, position it on a hoist. Please follow the Workshop Manual (WSM)
procedures in Section 100-02.
2. Inspect the rear underbody for damaged or missing body plugs. Replace damaged or missing body
plugs as needed. See Figure 1.
3. Clean the two (2) rectangular-shaped body plugs located near the RH and LH muffler hangers as well
as the surrounding sheet metal and apply the mastic patches to the underbody plugs as shown
in Figure 1.
NOTE: Make sure each patch completely covers the body plug.
NOTE: Apply firm pressure when applying the mastic patch to the underbody plugs and surrounding
sheet metal to ensure proper adhesion.
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 2 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
TWO BODY PLUGS ON VERTICAL PANEL BEHIND BUMPER
BAFFLE
PLATE
REAR OF
VEHICLE
1766AG
FIGURE 1
Air Extractor Inspection
Air Extractor Replacement Recommended Tool List:
1/4" Drive Ratchet (Power Tool & Hand Tool)
1/4" Drive Torque Wrench
1/4" Drive Extension (6 in 152 mm)
1/4" Drive 5.5mm Shallow Socket
1/4" Drive 8mm Shallow Socket
Trim Tool
Pocket Screwdriver
Phillips Screwdriver
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
PLACE COPY HERE
ATTACHMENT III
PAGE 3 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
1. Remove the three push-pins securing the LH and RH rear wheelhouse insulators, and remove the
insulators. See Figure 2.
WHEELHOUSE
PUSH PINS
REAR OF
VEHICLE
REAR WHEELHOUSE
INSULATOR
1766AE
FIGURE 2
2. Using a telescoping mirror and flashlight, inspect the 4 body plugs and air extractor through the
START/END
wheelhouse openings on each side of the vehicle. See Figure 3.
FOAM E HERE
3. Replace body plugs or air extractors that are missing or damaged. Rear bumper cover removal is
required to replace the air extractor. Please follow the WSM procedures in Section 501-19.
NOTE: Bumper removed for clarity.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
1766R
PLACE COPY HERE
FIGURE 3
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 4 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
4. Reinstall the wheelhouse insulators. The wheelhouse push pins can be reinstalled by removing the
lower inner fender well fasteners to gain access to the fasteners. See Figure 4.
WHEELHOUSE
PUSH PINS
REAR WHEELHOUSE
INSULATOR
REAR OF
VEHICLE
1766AF
FIGURE 4
Liftgate Drain Valve Replacement
1. Remove and discard all liftgate drain valves. Clean the liftgate where the drains are fitted using
isopropyl alcohol. 2011-2015 model year vehicles are equipped with two valves, 2016-2017 model
year vehicles are equipped with three valves. See Figure 5.
LIFTGATE
DRAIN VALVES
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
1766U
FIGURE 5
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 5 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
2. Apply a drop of Motorcraft® Instant Gel Adhesive TA-19-C or equivalent near the retention tab as
shown. Install the new liftgate drain valves and hold the part in place for the period of time listed in the
instructions on the package to allow the adhesive time to set. See Figure 6.
APPLY ADHESIVE
REVERSE SIDE
1766AJ
FIGURE 6
Liftgate Weather Seal Inspection
1. Inspect the liftgate weather seal for damage and proper fitment to the vehicle. Replace the liftgate
weatherseal if required. See Figure 7.
LIFTGATE
WEATHER SEAL
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
1766V
PLACE COPY HERE
FIGURE 7
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
PLACE COPY HERE
ATTACHMENT III
PAGE 6 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
Before removing aftermarket lighting and/or equipment from the liftgate spoiler, verify that Service
Department Management obtained customer approval to conduct that part of the service. If the
customer elected to keep aftermarket lighting and/or equipment on the spoiler, proceed with the following
actions:

Yes – Proceed to the Liftgate Spoiler Sealing Procedure.
No – Proceed to HVAC Module Reprogramming.
Liftgate Spoiler Sealing Procedure
Recommended Tool List:
1/4" Drive Ratchet (Power Tool & Hand Tool)
1/4" Drive 6 in (152 mm) Extension
1/4" Drive 7mm Shallow Socket
1/4" Drive Torque Wrench
3/8" Drive Ratchet (Power Tool & Hand Tool)
3/8" Drive 6 in (152 mm) Extension
3/8" Drive 13mm Twelve Point Socket
3/8" Drive Torque Wrench
Flat Faced Sheet Metal Hammer
Applicator Brush (Anti Corrosion Application)
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 7 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
SPOILER SEALING
KIT COMPONENTS
SUPPLEMENTAL
LIFTGATE TOWER
FOAM SEAL
3X LOCATING
PIN SEALS
4X RETENTION
CLIPS
LIFTGATE SPOILER
TOWER FOAM SEAL
1766X
FIGURE 8
START/END
1. Remove
the liftgate spoiler. Please follow the WSM procedures in Section 501-08.
FOAM C HERE
NOTE: Remove and do not reinstall any aftermarket accessories mounted to the liftgate spoiler.
2. Inspect for any aftermarket wiring pass throughs/holes that could affect the sealing ability of the spoiler.
See Figures 9a and 9b.
BAD
BAD
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING
1766Y NUT

FIGURE 9a
FIGURE 9b
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 8 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
3. Seal any leak paths created by the aftermarket wiring pass throughs/holes in the spoiler area with
Motorcraft® TA-2 seam sealer or equivalent.
4. Remove the liftgate spoiler tower foam seal. See Figure 10.
LIFTGATE SPOILER
TOWER FOAM SEAL
1766Z
FIGURE 10
5. Install a new supplemental liftgate spoiler tower seal underneath the wiring and washer line. Make
sure the slot in the seal is aligned with the raised channel on the spoiler. See Figure 11.
ALIGN SLOT IN SEAL
WITH RAISED CHANNEL
STUD FOR
MISSING NUT
NEW SUPPLEMENTAL
LIFTGATE SPOILER
TOWER SEAL
STUD
1766AAFOR
MISSING NUT
FIGURE 11
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 9 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
6. Install a new liftgate spoiler tower seal. The flat edge of the seal must be aligned with the raised
channel on the spoiler. See Figures 12a and 12b.
NOTE: Make sure the wiring and washer line are properly routed under the seal.
NOTE: Make sure the tower seal is installed as flat as possible, using even pressure around the
perimeter to ensure a smooth wrinkle free seal.
ALIGN EDGE
OF SEAL WITH
RAISED CHANNEL
1766AB

FIGURE 12a
FIGURE 12b
7. Install four new retention clips and three locating pin seals. See Figure 13.
STUD FOR
MISSING NUT
1766AC
FIGURE 13
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
PLACE COPY HERE
ATTACHMENT III
PAGE 10 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
8. Using a flat faced hammer, carefully straighten any deformed spoiler retaining clip mounting holes and
apply Motorcraft® PM13A sealer. See Figure 14.
DEFORMED
MOUNTING HOLES
MOTORCRAFT
PM13A SEALER
1766AD
FIGURE 14
HVAC Module Reprogramming
1. Reprogram the HVAC module using Integrated Diagnostic Software (IDS) release 107.04 or higher.
Important Information for Module Programming

NOTE: When programming or reprogramming a module, use the following basic checks to ensure
programming completes without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and
connect IDS/scan tool to a power source.
• Inspect Vehicle Communication Module (VCM) and cables for any damage. Make sure scan tool
connections are not interrupted during programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC
STUD FOR
system, etc.) and close doors.
MISSING NUT
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,
etc.).
STUD FOR
• Follow all scan tool on-screen instructions carefully.
MISSING NUT
• Disable IDS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session

will FOR
STUD
cause errors within the programming inhale process.
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
ATTACHMENT III
PAGE 11 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S1
Recovering a module when programming has resulted in a blank module:
NEVER DELETE THE ORIGINAL SESSION!
a. Obtain the original IDS that was used when the programming error occurred during module
reprogramming (MR) or programmable module installation (PMI).
b. Disconnect the VCM from the data link connector (DLC) and the IDS.
c. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should
appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.

d. Locate the original vehicle session when programming failed. This should be the last session used
in most cases. If not, use the session created on the date that the programming failed.
NOTE: If the original session is not listed in the previous session list, click the Recycle Bin icon at the
lower right of the previous session screen. This loads any deleted sessions and allows you to
look through them. Double-click the session to restore it.
e. Once the session is loaded, the failed process should resume automatically.
f. If programming does not resume automatically, proceed to the Module Programming menu and select
the previously attempted process, PMI or MR.
g. Follow all on-screen prompts/instructions.
h. The last screen on the IDS may list additional steps required to complete the programming process.
Make sure all applicable steps listed on the screen are followed in order.
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2017
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
November 2017
Customer Satisfaction Program 17N03
Programa de satisfacción del cliente 17N03
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?
Ford is aware that some Explorer owners have concerns about exhaust or
carbon monoxide. These vehicles are safe. Our investigation has not found
carbon monoxide levels that exceed what people are exposed to every day.
However, for your peace of mind, Ford is offering a no charge service that
reduces the potential for exhaust to enter the vehicle.
The services and reimbursements provided by this Customer Satisfaction
Program are distinct from the benefits offered in the class action settlement
involving exhaust odor in 2011-2015 Explorers, about which you may have
received information earlier this year. For more information about the status
of, and benefits offered by, that settlement, go to
www.explorerexhaustsettlement.com or call 1-855-581-1279.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram the climate control module, inspect rear-of-vehicle
sealing and repair as necessary free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until December 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.
What should you do?
If you would like this free service performed, call your dealer to schedule a
service appointment for Customer Satisfaction Program 17N03. 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)
The vehicle owner is responsible for making arrangements to have the work
completed.
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.
Have you previously
paid for this repair?
If you have previously paid for a repair that addresses the issue described in
this letter, you still may request your dealer to perform this service action.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for the cost
associated with the inspection and repair of vehicles with exhaust odor and
carbon monoxide complaints using TSB 16-0166 or 17-0044. To verify
eligibility and receive reimbursement, give your paid original receipt to your
dealer before March 31, 2018. To avoid delays, do not send receipts to Ford
Motor Company.
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).
Para asistencia en
Español
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.
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2017 Ford Motor Company