19B04-S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
February 21, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19B04 - Supplement #1
Certain 2015-2016 Model Year Edge and 2016 Model Year MKX Vehicles Equipped
with Adaptive Steering
Steering Wheel Replacement
REF:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction
Program 19B04
Dated: February 14, 2019
New! REASON FOR THIS SUPPLEMENT
• Parts Requirements / Ordering Information: Parts table updated to include steering wheel
attachment bolt.
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.
 Copyright 2019 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 4, 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
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
New! PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
G2GZ-3600-*
Adaptive Steering Wheel Assembly (*part number
varies by vehicle – use parts catalog to identify the
specific part number by VIN)
Order
Quantity
Claim
Quantity
1
1
W716575-S437
Steering Wheel Attachment Bolt
1
1
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