19B04

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
February 14, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19B04
Certain 2015-2016 Model Year Edge and 2016 Model Year MKX Vehicles Equipped
with Adaptive Steering
Steering Wheel Replacement
PROGRAM TERMS
This program will be in effect through February 29, 2020. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of February 29, 2020 to encourage
dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address (available on March 18, 2019)
to contact customers with affected vehicles. This will help minimize the number of vehicles that may
exhibit an Adaptive Steering Fault, which requires a more extensive repair.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Edge
2015-2016
Oakville
June 25, 2014 through September 14, 2016
MKX
2016
Oakville
November 11, 2014 through October 19, 2016
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, wire terminal plating in a steering wheel connector may wear away
and cause a poor connection between the steering wheel and the steering column control module.
This condition may cause the adaptive steering feature to become disabled and a message to display
in the instrument cluster that indicates “Adaptive Steering Fault – Service Required.” In some cases,
the steering wheel may not appear straight while the vehicle is driving straight. If the adaptive steering
becomes disabled, the steering system, including the power assist, remains fully functional.
SERVICE ACTION
Dealers are to replace the adaptive steering wheel assembly. This service must be performed on all
affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 04, 2019. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
 Copyright 2019 Ford Motor Company
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
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 2
Customer Satisfaction Program 19B04
Certain 2015-2016 Model Year Edge and 2016 Model Year MKX Vehicles with Adaptive Steering
Steering Wheel Replacement
OASIS ACTIVATION
OASIS will be activated on February 14, 2019
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 14,
2019. Owner names and addresses will be available by March 15, 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
• 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
•
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 February 29, 2020.
•
Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
Refunds will only be provided for the cost associated with diagnosing and repairing SECM
DTC C1B00 when the Adaptive Steering Wheel was determined to be the causal component.
•
RENTAL VEHICLES
Rental vehicles are not approved for this program.
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19B04
Certain 2015-2016 Model Year Edge and 2016 Model Year MKX Vehicles with Adaptive Steering
Steering Wheel Replacement
LINCOLN PICKUP AND DELIVERY
For 2016 model year Lincoln vehicles, Lincoln pickup and delivery may be available if the vehicle is
still within the 4-year / 50,000 mile warranty period, and the repair is performed within the 2019
calendar year. The Lincoln pickup and delivery program for 2016 model year vehicles does not cover
the use of a Lincoln loaner. Refer to EFC07121 for details and claiming instructions.
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 – Field Service Actions (FSA) – Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required.
o Ford vehicles – 3 years or 36,000 miles
o Lincoln vehicles – 4 years or 50,000 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.
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
19B04 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 19B04
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o 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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery should be submitted on a
separate line from the FSA. Refer to EFC07121 for details.
 Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B04
Certain 2015-2016 Model Year Edge and 2016 Model Year MKX Vehicles with Adaptive Steering
Steering Wheel Replacement
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace adaptive steering wheel assembly
19B04B
0.9 Hours
Check front toe (not including adjustment)
19B04C
0.4 Hours
Additional time to adjust front toe, if adjustment is necessary
19B04D
0.1 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Order
Quantity
Claim
Quantity
Adaptive Steering Wheel Assembly (*part number
varies by vehicle – use parts catalog to identify the
G2GZ-3600-*
1
1
specific part number by VIN)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
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 III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 19B04
CERTAIN 2015-2016 MODEL YEAR EDGE AND 2016 MODEL YEAR MKX
VEHICLES EQUIPPED WITH ADAPTIVE STEERING — STEERING WHEEL
REPLACEMENT
OVERVIEW:
In some of the affected vehicles, wire terminal plating in a steering wheel connector may wear away
and cause a poor connection between the steering wheel and the steering column control module.
This condition may cause the adaptive steering feature to become disabled and a message to display
in the instrument cluster that indicates “Adaptive Steering Fault – Service Required.” In some cases,
the steering wheel may not appear straight while the vehicle is driving straight. If the adaptive steering
becomes disabled, the steering system, including the power assist, remains fully functional.
SERVICE PROCEDURE
Recommended Tool List:
General Tools
General Equipment
3/8" Drive Ratchet (Power and Hand Tool)
Alignment Machine System
3/8" Drive T50 Socket
3/8" Drive Extension - 6"
3/8" Drive Torque Wrench
15/16" and 15mm Wrenches
Hook Pick Tool
Utility Knife
Pliers
3mm Allen Wrench
1. Replace the steering wheel assembly. Please follow the Workshop Manual (WSM) procedures in 		
Section 211-04.
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
2/2019
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March 2019
Customer Satisfaction Program 19B04
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 adaptive steering feature may become disabled.
What is the effect?
If the adaptive steering feature becomes disabled, a message will display in
the instrument cluster that indicates “Adaptive Steering Fault – Service
Required.” In some cases, the steering wheel may not appear straight while
the vehicle is driving straight. The steering system, including the power
assist, remains fully functional.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the steering wheel assembly free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 29, 2020
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this repair is approximately 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 19B04. 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.
 Copyright 2019 Ford Motor Company
What should you do?
(Continued)
Have you previously
paid for this repair?
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.
If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
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 service
related to an adaptive steering wheel replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
February 29, 2020. 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).
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
March 2019
Customer Satisfaction Program 19B04
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, the adaptive steering feature may become disabled.
What is the effect?
If the adaptive steering feature becomes disabled, a message will display in
the instrument cluster that indicates “Adaptive Steering Fault – Service
Required.” In some cases, the steering wheel may not appear straight while
the vehicle is driving straight. The steering system, including the power
assist, remains fully functional.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the steering wheel assembly free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 29, 2020
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this repair is approximately 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 19B04. 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.Lincolnowner.com for dealer addresses, maps, and driving instructions.
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand
What should you do?
(Continued)
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.
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.
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 need to have this service action performed to ensure the
correct parts were used.
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 service
related to adaptive steering wheel replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
February 29, 2020. To avoid delays, do not send receipts to the Lincoln
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
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