19B01

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
January 17, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf
Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
PROGRAM TERMS
This program will be in effect through December 31, 2019. 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
2019
Kentucky Truck
November 14, 2018 through November 16, 2018
Navigator
2019
Kentucky Truck
November 14, 2018 through November 16, 2018
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
This program provides special service instructions and loaner equipment to expedite the repair of the
air conditioning (a/c) system on affected vehicles, which may not have been properly evacuated prior
to the refrigerant charge, leaving oil and air in the system. Over time, un-evacuated air in the a/c
system may result in decreased a/c performance, including being slower to cool, slower to defog, and
a/c compressor failure.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
obtain the special loaner equipment from Ford Motor Company necessary to evacuate the a/c system
of refrigerant. Once the refrigerant has been evacuated, dealers will replace the compressor and
desiccant bag (part of condenser), and recharge the system. This service must be performed on all
affected vehicles 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.
 Copyright 2019 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of January 28, 2019. 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
Attachment III:
Technical Information
Attachment IV:
Dealer Bailment Agreement
Owner Notification Letters
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,
David J. Johnson
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 1 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
OASIS ACTIVATION
OASIS will be activated on January 17, 2018
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on January 17,
2019. Owner names and addresses will be available by February 12, 2019.
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.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07122,
2019 Lincoln Pickup & Delivery Updates.
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B01
2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
LINCOLN CLIENT SPECIAL HANDLING
To ensure the best possible experience for Lincoln owners, Lincoln Dealers are encouraged to utilize
the Lincoln Loyalty Program to provide clients with surprise and delight offerings, such as:
• Fuel fill
•
Gift Card for the client’s favorite restaurant
The Lincoln Loyalty Program is exclusive to Lincoln Dealers. Owners will not be notified of this
service in owner mailings. Reference EFC06196, Lincoln Loyalty Program Announcement for
additional details.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
o Lincoln vehicles – 4 years or 50,000 miles
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
(19B01) is the sub code.
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Provision for Misc. Expense: Motorcraft Refrigerant.
o Program Code: 19B01
o Misc. Expense: OTHER
o Amount: Actual cost up to $315.00
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B01
2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
CLAIMS PREPARATION AND SUBMISSION (continued)
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC07122,
2019 Lincoln Pickup & Delivery Updates for details.
• Lincoln Client Special Handling: Reference EFC06196, Lincoln Loyalty Program
Announcement for Requirements and Claiming Instructions. Claims for Lincoln Loyalty should
be submitted as a separate line on the same Repair Order.
 Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B01
2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
LABOR ALLOWANCES
Description
Evacuate A/C System of Refrigerant utilizing Special Loaner
Equipment, Replace Compressor, Desiccant Bag (part of
condenser), and Recharge A/C System
Labor Operation
Labor Time
19B01B
3.0 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Order
Quantity
Claim
Quantity
JL1Z-19703-AB
Compressor
1
1
FC3Z-19C836-A
Desiccant Bag
1
1
HL3Z-19B596-A
O‘Ring Kit
1
1
Claim as
MISC. OTHER
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
YN-33-A
Refrigerant
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 2019 Ford Motor Company
ATTACHMENT IV
Page 1 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
FORD MOTOR COMPANY
EQUIPMENT LOAN AGREEMENT
RECITALS
A.
Ford is willing to lend to Borrower certain equipment ("Equipment") described in Paragraph 1 hereof
for the purpose of recovering contaminated R-1234yf refrigerant on a Ford or Lincoln vehicle.
B.
Borrower is willing to accept the Equipment and use it for the purpose and in accordance with the
terms and conditions of this Agreement.
TERMS & CONDITIONS
1.
Bailment. Ford and Borrower agree that this Agreement shall constitute a bailment of the
Equipment to Borrower. Ford hereby lends the following Equipment to the Borrower to be held and
used by Borrower, as a Bailee of the Equipment, in accordance with this Agreement:
ITEM
Rotunda item #218-TRSA30
Rotunda item #218-HS3B
DESCRIPTION
Contaminated refrigerant recovery machine with hoses
and fittings
3' standard A/C charge hose
.
2.
Location and Title. Borrower shall utilize the Equipment in the dealership service area for the
purpose of recovering contaminated R-1234yf refrigerant on a Ford or Lincoln vehicle. The
Equipment shall remain the property of Ford. The Equipment shall at all times be properly used
and maintained by Borrower and shall be marked "Property of Ford Motor Company". The
Equipment shall not be removed from the area referred to above, without Ford's prior written
approval, for any reason other than for delivery to Ford. Upon request by Ford, the Equipment shall
be immediately delivered to Ford. Ford shall have the right to enter onto Borrower's premises at
all reasonable times to inspect the Equipment and Borrower's records with respect thereto.
ATTACHMENT IV
Page 2 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
3.
Indemnity. Borrower shall defend, indemnify, and save harmless Ford and its subsidiaries and their
respective officers, directors, agents, and employees (hereinafter collectively called "Indemnitees")
from and against any and all losses, damages, claims, actions, costs and expenses, including, but
not limited to, fees and expenses of legal counsel and expert witnesses, that may be imposed upon
or incurred by or asserted or entered against the Indemnitees, or any of them, by reason of actual
or alleged:
(i) injury to or death of persons (including, without limitation, any employee
or employees of one or more of the Indemnitees or of Borrower or of one or
more of its contractors, subcontractors, vendors or agents);
(ii) loss of or damage to the property of any person or legal entity (including,
without limitation, any property of any employee or employees of one or more
of the Indemnitees or of Borrower or of one or more of its contractors,
subcontractors, vendors or agents); or
(iii) violation of any law, ordinance or regulation of any governmental authority
(including, without limitation, the United States of America or any of its states
or localities, or Canada or any of its provinces or localities) by Borrower or by
any of its contractors, subcontractors, vendors, agents or employees;
as a result of or arising out of or in connection with the possession or use, by or on behalf of
Borrower, of the Equipment, or the condition thereof; provided, however, that the foregoing
agreement to indemnify and hold the Indemnitees harmless shall not be applicable to the extent
that any such loss, damage, claim, action, suit, judgment, decree, order, cost or expense are
attributable to the sole negligence or the willful or wanton misconduct of the Indemnitees. Borrower
shall promptly notify Ford of any event covered by this Paragraph of which Borrower has actual
notice, and Ford shall be entitled to participate in the defense of any claim for expenses.
4.
Insurance. Borrower, at its sole cost and expense, shall procure and maintain during the term of
this Agreement, from insurers listed in a current "Bests Insurance Guide" as possessing minimum
policyholder's rating of "A-" and a financial category of "VI", commercial automobile liability and
commercial general liability insurance covering body injury liability and property damage liability,
including broad form property damage liability and contractual liability coverage (either a blanket
policy or a policy applying specifically to this Agreement), with limits of not less than $3 million
combined single limit per occurrence of loss or damage. Such insurance coverage shall protect
the Borrower, Ford and any person using, operating or otherwise having an interest in the
Equipment and shall also meet the requirements of any so-called "no-fault" law now in effect or
which hereafter may be enacted.
ATTACHMENT IV
Page 3 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
Such insurance policy shall name Ford as an additional insured and shall provide that the policy
may not be canceled or materially altered without 30 days prior written notice to Ford. The
insurance provided by Borrower will be primary insurance and will not be excess to or contributory
with respect to insurance coverage, if any, provided by Ford. In addition, Ford shall be named as
an additional insured on any excess or umbrella program purchased or maintained by Borrower.
At or before delivery of the Equipment to Borrower, Borrower shall provide Ford with acceptable
evidence of insurance coverage in accordance with this Agreement by delivering certified copies of
insurance policies that provide the required coverage, or certified copies of existing insurance
policies that have been endorsed to provide the required coverages, or certificates of insurance
executed by the insurer or its authorized representative that certify the required coverages. The
furnishing of such insurance shall not relieve Borrower from any liability or obligation for which it is
otherwise responsible to Ford. Ford shall be under no duty to examine any certificate provided by
Borrower or to advise Borrower that its insurance coverage does not comply with the requirements
set forth herein.
5.
Maintenance and Repairs. Borrower shall inspect the Equipment upon delivery and by acceptance
thereof is deemed to find the Equipment in good working order and condition. Borrower or its
designee shall maintain the Equipment in good working order and condition, properly serviced and
greased, and comply in every respect with the provisions of Paragraph 10 hereof, and of the
manufacturer's owner manual that came with the Equipment. Ford or its designee shall make all
major repairs necessary to maintain the Equipment in good working order and condition. Title to
all such repairs shall vest in Ford. All repairs and servicing shall be done by qualified service
personnel except that warranty work, to the extent practicable, shall be done at the shop of the
nearest authorized dealer in such make of the Equipment. Borrower shall pay for all gasoline, oil
and normal service required for the proper operation of the Equipment and for all washing, parking,
garage, highway road service, tolls and fines required or incurred in connection with the operation
of the Equipment.
6.
Delivery and Return of Equipment. Ford shall be responsible for delivery of the Equipment to
Borrower. Ford shall not be responsible for any delay in delivery of the Equipment. Borrower shall
return the Equipment to Ford, at a location designated by Ford, no longer than two weeks after
receipt of the Equipment, unless otherwise specified by Ford.
ATTACHMENT IV
Page 4 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
7.
Use of Equipment. Borrower shall utilize the Equipment for the purpose of recovering contaminated
R-1234yf refrigerant on a Ford or Lincoln vehicle as specified by Ford. Borrower shall not use or
operate the Equipment in violation of any federal, state, local or provincial law, rule, regulation or
ordinance including those pertaining to the age and licensing of drivers, the disclosure of Ford's
interest in the Equipment, or other requirements or limitations. Under no circumstances shall
Borrower disconnect any odometer or other mileage recording device nor shall the Equipment be
used or operated (a) in a manner subjecting it to depreciation above the normal depreciation
associated with general commercial use, (b) for any illegal purpose or by a person under the
influence of alcohol or narcotics, (c) in any manner or for any purpose that would cause any
insurance specified in this Agreement to be suspended, cancelled, held inapplicable or increased
in cost, or (d) outside the continental United States or Canada without Ford's express written
permission. The Equipment shall be operated at all times in a safe, careful and lawful manner and
by qualified operators. The Equipment may be operated only by persons who are employees of
the Borrower and stand in relations to the Borrower as employee to employer. Further, the
operation of the Equipment shall be conducted under the exclusive supervision, direction and
control of Borrower. Under no circumstances shall an employee of Borrower be considered or held
out as an agent, servant or employee of Ford.
8.
Inspection and Reports. Borrower agrees to allow Ford to inspect the Equipment and to otherwise
observe it in operation at such time and facility as Ford may specify. Borrower shall provide Ford
with such mileage, maintenance, safety, operating or other information or copies of any such
records maintained by Borrower with respect to the Equipment as Ford or any governmental
agency may require from time to time.
9.
Risk of Loss. Borrower shall assume all risks of loss with respect to the Equipment, including loss
or damage that occurs despite Borrower's exercise of reasonable care, but excluding normal wear
and tear, from the time it is delivered by Ford to Borrower and until the Equipment has been returned
to Ford at the location Ford designates. In the event of damage to the Equipment, Borrower shall
notify Ford to that effect and follow such instructions as Ford may provide with respect to repair or
disposal of the Equipment. Borrower shall be responsible for payment of any repairs to the extent
not covered by insurance inuring to the benefit of Ford. If any Equipment is lost, stolen, destroyed
or is declared a total constructive loss (subject to Ford's agreement as to such condition), Borrower
shall promptly notify Ford thereof and hold any wreckage for disposal by Ford. With respect to any
lost, stolen, or destroyed Equipment, Borrower shall pay Ford (to the extent not covered by
insurance inuring to the benefit of Ford) an amount equal to the wholesale market value for
comparable Equipment in a condition similar to the lost, stolen or destroyed Equipment immediately
prior to any such loss.
ATTACHMENT IV
Page 5 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
10.
Procedures on Accidents. Within 24 hours of an accident, theft or conversion of any Equipment,
Borrower shall file a written report to that effect with Ford and the insurer of such Equipment.
Borrower shall promptly notify and furnish Ford with every demand, notice, summons, process and
pleading received in every suit, action or claim arising with respect to the condition, use or operation
of the Equipment, and cooperate with Ford and the insurer in defending the same. Ford reserves
the right to examine any such Equipment.
11.
Termination. Ford may terminate this Agreement at any time by giving 30 days prior written notice
to Borrower, except that Ford may terminate this Agreement effective immediately upon written
notice to Borrower, in the event Borrower fails to provide or maintain any insurance required
hereunder, or in the event of the filing of any petition by or against Borrower under any bankruptcy,
reorganization, receivership law, or Borrower's making an assignment for the benefit of creditors,
or if Borrower makes or suffers any voluntary or involuntary assignments, or attachment, lien, or
levy is made of or attached to the Equipment, or in the event Borrower otherwise fails to adhere to
the terms and conditions of this Agreement. Borrower may terminate this Agreement at any time
by giving 30 days prior written notice to Ford. Upon termination by either party, Borrower shall
make all Equipment immediately available for return to Ford. The obligations and rights provided
in Paragraphs 3, 9, 13 and 14 shall survive termination of this Agreement.
12.
Assignment. Borrower is expressly prohibited from assigning this Agreement or delegating
performance of any of its obligations hereunder without the prior written consent of Ford. Ford shall
not be prohibited from selling, assigning, transferring or otherwise encumbering any interest or right
hereunder with respect to the Equipment. Nothing contained herein shall be interpreted as
releasing Borrower from any of its obligations as specified in this Agreement.
13.
Publicity. Neither party hereto shall identify the other party as a joint venturer or partner or
otherwise characterize the arrangement between them as anything other than a bailment.
Borrower shall not disclose or publicize to any third party: (a) any description of the Equipment,
technical specifications or other information about the Equipment; (b) the nature or terms of this
Agreement; or (c) the results of any testing, inspection or evaluation of the Equipment by Ford or
Borrower without Ford's prior written consent. Borrower shall take the necessary steps to
familiarize all appropriate employees of Borrower of its obligations under this Paragraph.
Neither party shall use the other's name or logos, in whole or in part, for any purpose whatsoever,
specifically including but not limited to any written, oral or pictorial endorsement, testimonial or
advertisement, whether actual or implied, without such other party's prior written approval.
ATTACHMENT IV
Page 6 of 6
Customer Satisfaction Program 19B01
Certain 2019 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special Air Conditioning - Evacuation and Charging Service Information
14.
Force Majeure and No Consequential Damages. Ford shall not be liable for any failure in
performing any provision hereof due to fire or other casualty, labor difficulty, governmental
restriction or any cause beyond Ford's control. Borrower specifically warrants that the Equipment
is not critical to the operation of its business and the loss of use of such Equipment, for any reason
whatsoever, will not have a material adverse effect on its business. IN NO EVENT SHALL FORD
BE LIABLE FOR ANY LOSS OF PROFITS, OTHER CONSEQUENTIAL DAMAGES OR
INCONVENIENCE DUE TO EARLY TERMINATION OF THIS AGREEMENT, OR ANY THEFT,
DAMAGE, LOSS, DELAY OR FAILURE OF DELIVERY OR DEFECT OR FAILURE OF THE
EQUIPMENT, OR THE TIME CONSUMED IN RECOVERING, REPAIRING, SERVICING OR
REPLACING THE SAME.
15.
Governing Law. This Agreement will be governed by and construed and interpreted in
accordance with the laws of the State of Michigan.
16.
Entire Agreement, Waiver and Notice. This Agreement constitutes the entire agreement between
the parties and may only be amended, modified or supplemented by a written amendment
executed by Ford and Borrower. Failure by Ford to enforce any term, provision or condition
hereof, or to exercise any of its rights hereunder, shall not be construed as thereafter waiving any
such terms, provisions, conditions or rights. In no event shall any course of dealing, custom or
usage of trade modify, alter or supplement any of the terms or provisions contained herein. All
notices specified or permitted herein shall be in writing, mailed postpaid U.S. mail, or courier
service, with return receipt requested.
17.
Additional Attachments: The following Attachments (if any) are incorporated into this Agreement by
reference: none. To the extent that a provision of an Attachment conflicts with a provision of this
Agreement, THIS AGREEMENT SHALL SUPERSEDE THE ATTACHMENT.
Execution of this document indicates agreement with the terms stated above and acceptance of the
Equipment in good condition. The person signing for the Borrower warrants and represents that he or
she is an officer or agent of the Borrower and is authorized to execute this Agreement on its behalf. IN
WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their
authorized representatives as of the date indicated in the request form.
ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 19B01
CERTAIN 2019 MODEL YEAR EXPEDITION AND NAVIGATOR VEHICLES
EQUIPPED WITH R-1234YF REFRIGERANT SPECIAL AIR CONDITIONING —
EVACUATION AND CHARGING SERVICE INFORMATION
OVERVIEW
This program provides special service instructions and loaner equipment to expedite the repair of the air
conditioning (a/c) system on affected vehicles, which may not have been properly evacuated prior to the
refrigerant charge, leaving oil and air in the system. Over time, un-evacuated air in the a/c system may
result in decreased a/c performance, including being slower to cool, slower to defog, and a/c compressor
failure. Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers
are to obtain the special loaner equipment from Ford Motor Company necessary to evacuate the a/c
system of refrigerant. Once the refrigerant has been evacuated, dealers will replace the compressor
and desiccant bag (part of condenser), and recharge the system. This service must be performed on all
affected vehicles 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.
SERVICE PROCEDURE
Recommended Tool List:
General Tools
General Equipment
1/4" Drive 3 Inch Extension
Refrigerant Identification Equipment
1/4" Drive Deep Sockets 10mm and 11mm
Air Conditioning Service Unit
1/4" Drive Standard Sockets 7mm and 8mm
Cable Ties
3/8" Drive Extensions 3"
M5 Bolt
3/8" Drive Deep Sockets 13mm
3/8" Drive TORX® Socket T50
3/8" Drive Standard Socket 13mm
1/4" and 3/8" Ratchet (Power and Hand Tool)
Special Tools
1/4" and 3/8" Torque Wrenches
303-1419 Stretchy belt tool
1/2" Drive Breaker Bar
Ratcheting Wrenches 10mm and 13mm
Plastic Trim Tool
Snap Ring Pliers
Right Angle Pick 6"
Metal Push Pin Tool
Motion Pro Torque Adapter
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
1/2019
ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 19B01
NOTICE: The turbocharger compressor vanes can be damaged by even the smallest particles. 		
When removing any turbocharger or engine air intake system component, ensure that
no debris enters the system. Failure to do so may result in damage to the turbocharger.
NOTICE: During the removal of components, cap, tape or otherwise appropriately protect all
openings to prevent the ingress of dirt or other contamination. Remove protective
materials prior to installation.
1. Is the vehicle equipped with R-1234yf refrigerant? Vehicle build information can be verified in PTS
under vehicle Information, then click on Additional Information. If equipped, build information
will equal G3FAD - A/C REFRIGERANT- HF01234YF:
		 A. No, this program does not apply.
		 B. Yes, proceed to step 2.
2. Does vehicle have a production build date between November 14, 2018 and November 16, 2018?
		 A. No, this program does not apply.
		 B. Yes, proceed to step 3.
3. Obtain the equipment from Ford Motor Company necessary to evacuate the A/C system by submitting
a VIN-specific contact via the SSSC web contact site. The SSSC web contact site can be accessed 		
through the PTS website using the SSSC link listed at the bottom of the OASIS VIN report screen or 		
listed under the SSSC tab.
4. Once Loaner equipment has arrived, unpack the boxes and keep the box and all packing material for 		
the refrigerant recovery machine for return shipping.
5. Evacuate the A/C system.
		 A. One recovery tank may be used for multiple vehicles, tanks are not required to be returned.
		 B. Refer to the manufacturing operating instructions included with the loaner equipment for 		
		
additional information.
6. Replace the A/C Compressor. Please refer to WSM procedures in section 412-00.
7. Replace the Desiccant Bag. Please refer to WSM procedures in section 412-00.
8. Charge the A/C system. Please refer to WSM procedures in section 412-00.
9. Package the loaner equipment (refrigerant recovery machine, hoses and fittings) back into the original 		
box and ship it back using the return shipping label.
NOTE: Do not return recovery tank. Dispose of contaminated refrigerant in accordance with local 		
regulations.
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
1/2019
Ford Motor Company
Ford, División de Servicio al Cliente
P. O. Box 1904
Dearborn, Michigan 48121
Enero 2019
Programa de satisfacción del cliente 19B01
Sr. Juan Pérez
Calle Principal 123
Ciudad, País 12345
Número de identificación del vehículo (VIN): 12345678901234567
El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad,
sino
también lograr la plena satisfacción del cliente. Para demostrar este compromiso,
le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que
aparece más arriba.
¿Por qué usted recibe
este aviso?
Es posible que el sistema de aire acondicionado (a/c) en su vehículo no
haya sido correctamente evacuado antes de cargar el refrigerante,
quedando aceite y aire en el sistema.
¿Cuál es el efecto?
Con el paso del tiempo, el aire no evacuado del sistema de a/c podría
disminuir el rendimiento del sistema, con lo cual se hace más lento el
enfriamiento y el desempañamiento, además de generar una falla en el
compresor del a/c.
¿Qué medidas
adoptarán Ford y su
distribuidor?
Ford Motor Company, en su permanente interés por satisfacer al cliente, ha
autorizado a su distribuidor a evaluar el sistema de refrigerante del a/c, a
reemplazar el compresor y la bolsa desecante (pieza del condensador) y a
recargar el sistema, sin costo alguno (piezas y mano de obra) conforme a
los términos de este programa.
Este Programa de satisfacción del cliente tendrá vigencia hasta el 31 de
diciembre de 2019, independientemente del millaje. La cobertura se
transfiere automáticamente a los siguientes propietarios.
¿Cuánto tiempo
tomará?
El tiempo necesario para esta reparación será menos de medio día. Sin
embargo, debido a los requisitos de planificación de servicio, es posible que
su distribuidor tarde un poco más.
¿Qué debe hacer?
Llame a su distribuidor lo antes posible para que programe una cita de
servicio para realizar el Programa de satisfacción del cliente 19B01.
Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus
datos al comienzo de esta carta.
 Copyright 2019 Ford Motor Company
Si aún no tiene un distribuidor para realizar el servicio, puede acceder a
www.Fordowner.com para conocer las direcciones de los distribuidores, ver
mapas y obtener las instrucciones para llegar.
Ford Motor Company le recomienda que realice esta acción de servicio en
su vehículo. El propietario del vehículo es responsable de efectuar los
arreglos necesarios para llevar a cabo el trabajo. Ford Motor Company
puede negar la cobertura en caso de que el vehículo hubiese sufrido daños
por no haber realizado la campaña de manera oportuna. Por lo tanto, le
solicitamos que realice esta acción de servicio lo antes posible.
NOTA: puede recibir información sobre las campañas y los programas de
satisfacción del cliente a través de la aplicación FordPass. La aplicación se
puede descargar a través de App Store o Google Play. Adicionalmente,
existen otras funciones como reserva y pago de estacionamientos en ciertos
lugares, además de control de ciertas funciones en el vehículo (bloqueo y
desbloqueo de puertas, arranque remoto) si así está equipado para permitir
el control.
¿Qué pasa si usted ya
no es el propietario
del vehículo?
Si usted ya no es el propietario del vehículo y tiene la dirección del
propietario actual, le solicitamos que le reenvíe esta carta.
Este aviso lo recibió porque en nuestros archivos, basados principalmente
en datos de registro y propiedad de los EE. UU., aparece usted como el
propietario actual.
¿Podemos hacer algo
más por usted?
Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno,
comuníquese con el Gerente de Servicio de su distribuidor para solicitar
ayuda.
PROPIETARIOS MINORISTAS: si tiene dudas o preguntas, comuníquese
con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y
uno de nuestros representantes con gusto lo atenderá. Si desea
comunicarse con nosotros a través de Internet, nuestra dirección es:
www.Fordowner.com.
Las personas con problemas de audición pueden llamar al 1-800-232-5952
(TDD). Los representantes atienden de lunes a viernes: 8:00 am a 8:00 pm
(hora local).
PROPIETARIOS DE FLOTAS: si tiene dudas o preguntas, comuníquese
con nuestro Centro de Información a Clientes de flotas al 1-800-34FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo
atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra
dirección es: www.fleet.ford.com.
Los representantes atienden de lunes a viernes: 8:00 am a 8:00 pm (hora
local).
Gracias por su atención en este asunto sumamente importante.
Ford, División de Servicio al Cliente
 Copyright 2019 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
January 2019
Customer Satisfaction Program 19B01
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 is possible that the air conditioning (a/c) system may not
have been properly evacuated prior to the refrigerant charge, leaving oil and
air in the system.
What is the effect?
Over time, un-evacuated air in the a/c system may result in decreased a/c
performance, including being slower to cool, slower to defog, and a/c
compressor failure.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to evacuate the a/c system of refrigerant, replace the
compressor and desiccant bag (part of condenser), and recharge the
system, free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until December 31,
2019 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?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 19B01. Provide the dealer with your VIN,
which 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. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
 Copyright 2019 Ford Motor Company
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
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.
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).
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2019 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
Enero 2019
Programa de satisfacción del cliente 19B01
Sr. Juan Pérez
Calle Principal 123
Ciudad, País 12345
Número de identificación del vehículo (VIN): 12345678901234567
El compromiso de The Lincoln Motor Company no es solo fabricar productos confiables y de alta
calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le
ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que
aparece más arriba.
¿Por qué usted recibe
este aviso?
Es posible que el sistema de aire acondicionado (a/c) en su vehículo no
haya sido correctamente evacuado antes de cargar el refrigerante,
quedando aceite y aire en el sistema.
¿Cuál es el efecto?
Con el paso del tiempo, el aire no evacuado del sistema de a/c podría
disminuir el rendimiento del sistema, con lo cual se hace más lento el
enfriamiento y el desempañamiento, además de generar una falla en el
compresor del a/c.
¿Qué harán Lincoln y
su distribuidor?
The Lincoln Motor Company, en su permanente interés por satisfacer al
cliente, ha autorizado a su distribuidor a evaluar el sistema de refrigerante
del a/c, a reemplazar el compresor y la bolsa desecante (pieza del
condensador) y a recargar el sistema, sin costo alguno (piezas y mano de
obra) conforme a los términos de este programa.
Este Programa de satisfacción del cliente tendrá vigencia hasta el 31 de
diciembre de 2019, independientemente del millaje. La cobertura se
transfiere automáticamente a los siguientes propietarios.
¿Cuánto tiempo
tomará?
El tiempo necesario para esta reparación será menos de medio día. Sin
embargo, debido a los requisitos de planificación de servicio, es posible que
su distribuidor tarde un poco más.
¿Qué debe hacer?
Llame a su distribuidor lo antes posible para que programe una cita de
servicio para realizar el Programa de satisfacción del cliente 19B01.
Proporcione el VIN del vehículo a su distribuidor. El VIN está impreso
debajo de sus datos al inicio de esta carta.
Los propietarios de vehículos Lincoln año de modelo 2017 o posterior que
se ven afectados por esta campaña tienen la opción de solicitar el servicio
 Copyright 2019 The Lincoln Motor Company – Una marca de Ford Motor Company
complementario de retiro y entrega Lincoln con un vehículo Lincoln para uso
durante el servicio. Solicite el servicio de retiro y entrega Lincoln a través de
su distribuidor si desea aprovechar esta oportunidad.
Si aún no tiene un distribuidor para realizar el servicio, puede acceder a
www.Lincolnowner.com para conocer las direcciones de los distribuidores,
ver mapas y obtener las instrucciones para llegar.
The Lincoln Motor Company le recomienda que realice esta acción de
servicio en su vehículo. El propietario del vehículo es responsable de
efectuar los arreglos necesarios para llevar a cabo el trabajo. The Lincoln
Motor Company puede negar la cobertura en caso de que el vehículo
hubiese sufrido daños por no haber realizado esta acción de servicio de
manera oportuna. Por lo tanto, le solicitamos que realice esta acción de
servicio lo antes posible.
NOTA: puede recibir información sobre las campañas y los programas de
satisfacción del cliente a través de la aplicación The Lincoln Way: Lincoln
Owner. La aplicación se puede descargar a través de App Store o Google
Play. Adicionalmente, existen otras funciones como reserva y pago de
estacionamientos en ciertos lugares, además de control de ciertas funciones
en el vehículo (bloqueo y desbloqueo de puertas, arranque remoto) si así
está equipado para permitir el control.
¿Necesita un vehículo
de alquiler?
Su distribuidor está autorizado a ofrecerle un vehículo de alquiler para su
transporte personal sin costo (excepto el combustible, el seguro y los
impuestos) mientras su vehículo se encuentre en reparación. Comuníquese
con su distribuidor para conocer las pautas y limitaciones.
¿Qué pasa si usted ya
no es el propietario
del vehículo?
Si usted ya no es el propietario del vehículo y tiene la dirección del
propietario actual, le solicitamos que le reenvíe esta carta.
Este aviso lo recibió porque en nuestros archivos, basados principalmente
en datos de registro y propiedad de los EE. UU., aparece usted como el
propietario actual.
¿Podemos hacer algo
más por usted?
Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno,
comuníquese con el Gerente de Servicio de su distribuidor para solicitar
ayuda.
PROPIETARIOS MINORISTAS: si tiene dudas o preguntas, comuníquese
con nuestro Centro de Relación con Clientes al 1-866-436-7332 y uno de
nuestros representantes con gusto lo atenderá. Si desea comunicarse con
nosotros a través de Internet, nuestra dirección es: www.Lincolnowner.com.
Las personas con problemas de audición pueden llamar al 1-800-232-5952
(TDD). Los representantes atienden de lunes a viernes: 8:00 am a 8:00 pm
(hora local).
PROPIETARIOS DE FLOTAS: si tiene dudas o preguntas, comuníquese
con nuestro Centro de Información a Clientes de flotas al 1-800-34FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo
atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra
dirección es: www.fleet.ford.com.
 Copyright 2019 The Lincoln Motor Company – Una marca de Ford Motor Company
Los representantes atienden de lunes a viernes: 8:00 am a 8:00 pm (hora
local).
Gracias por su atención en este asunto sumamente importante.
The Lincoln Motor Company
 Copyright 2019 The Lincoln Motor Company – Una marca de Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
January 2019
Customer Satisfaction Program 19B01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln 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 is possible that the air conditioning (a/c) system may not
have been properly evacuated prior to the refrigerant charge, leaving oil and
air in the system.
What is the effect?
Over time, un-evacuated air in the a/c system may result in decreased a/c
performance, including being slower to cool, slower to defog, and a/c
compressor failure.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to evacuate the a/c system of refrigerant, replace the
compressor and desiccant bag (part of condenser), and recharge the
system, free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until December 31,
2019 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?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 19B01. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
Lincoln owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with
a Lincoln vehicle for use during service. Please request Lincoln Pickup &
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand
Delivery through your dealership if you would like to take advantage of this
option.
If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving instructions.
The Lincoln 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. The Lincoln Motor Company can
deny coverage for any vehicle damage that may result from the failure to
have this service action performed on a timely basis. Therefore, please have
this service action performed as soon as possible.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner 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.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.
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
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.Lincolnowner.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).
Thank you for your attention to this important matter.
The Lincoln Motor Company
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand