19N09

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
December 12, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19N09
Certain 2011-2014 Model Year Edge and MKX and 2013-2014 Model Year Explorer,
Flex, and MKT Vehicles
Left Front Door Latch Extended Coverage
PROGRAM TERMS
This program extends the warranty coverage of the driver side door latch to 7 years of service or
84,000 miles from the warranty start date of the vehicle, whichever occurs first. This is a one-time
repair program.
If a vehicle has already exceeded either the time or mileage limits listed above but has fewer than
120,000 miles, the vehicle will receive extended warranty coverage lasting through July 31, 2020.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Edge
MKX
2011-2014
Explorer
Flex
MKT
2013-2014
Oakville
Build Dates
March 10, 2010 through July 31, 2013
March 11, 2012 through July 31, 2013
Chicago
August 1, 2012 through July 31, 2013
Oakville
March 1, 2012 through July 31, 2013
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, the door ajar switch in the left front door latch may not operate
properly. Although the door is closed and remains fully latched, the dome light and/or door ajar
message may remain illuminated and the doors may not lock.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the left front door latch. This
service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of January 13, 2019. Dealers should repair any
affected vehicle that exhibits door ajar symptoms, 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
 Copyright 2019 Ford Motor Company
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 19N09
Certain 2011-2014 Model Year Edge and MKX and
2013-2014 Model Year Explorer, Flex, and MKT Vehicles
Left Front Door Latch Extended Coverage
OASIS ACTIVATION
OASIS will be activated on December 12, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
• Dealers are to prioritize repairs of customer vehicles over repairs of used vehicle inventory.
TITLE BRANDED / SALVAGED VEHICLES
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program, as indicated by one of the following OASIS Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTY CANCELLED INCLUDING EMISSIONS
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed after the expiration of the new vehicle limited warranty period but within
7 years of service from the original warranty start date or 84,000 total vehicle miles. All refunds
will be provided until July 31, 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 replacement of the left front door
latch related to door ajar symptoms.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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 outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
 Copyright 2019 Ford Motor Company
Customer Satisfaction Program 19N09
Certain 2011-2014 Model Year Edge and MKX and
2013-2014 Model Year Explorer, Flex, and MKT Vehicles
Left Front Door Latch Extended Coverage
ATTACHMENT I
Page 2 of 2
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
19N09 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: 19N09
- 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.
 Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19N09
Certain 2011-2014 Model Year Edge and MKX and
2013-2014 Model Year Explorer, Flex, and MKT Vehicles
Left Front Door Latch Extended Coverage
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Edge - Replace left front door latch
19N09B
1.2 Hours
Explorer - Replace left front door latch
19N09C
0.8 Hours
Flex - Replace left front door latch
19N09D
0.9 Hours
MKT - Replace left front door latch
19N09E
0.8 Hours
MKX - Replace left front door latch
19N09F
1.3 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
2011-2014 Edge and MKX
Part Number
Description
BT4Z-78264A27-B
Front Left Door Latch Assembly
Order
Quantity
Claim
Quantity
1
1
Order
Quantity
Claim
Quantity
1
1
Order
Quantity
Claim
Quantity
2013-2014 Flex and MKT
Part Number
Description
DE9Z-74264A27-C
Front Left Door Latch Assembly
2013-2014 Explorer
Part Number
Description
DG1Z-5421813-B
Front Left Door Latch Assembly
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
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 19N09
CERTAIN 2011-2014 MODEL YEAR EDGE AND MKX AND 2013-2014 MODEL
YEAR EXPLORER, FLEX, AND MKT VEHICLES — LEFT FRONT DOOR LATCH
EXTENDED COVERAGE
OVERVIEW
In some of the affected vehicles, the door ajar switch in the left front door latch may not operate properly.
Although the door is closed and remains fully latched, the dome light and/or door ajar message may
remain illuminated and the doors may not lock. If an affected vehicle exhibits this condition, dealers are to
replace the left front door latch. This service must be performed at no charge to the vehicle owner.
SERVICE PROCEDURE
1. Replace the drivers side front door latch. Refer to Workshop Manual (WSM) section 501-14.
							
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2019
			
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 19N09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
January 2020
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?
For your peace of mind, Ford Motor Company is extending the warranty
coverage on the front driver side door latch in the event that your vehicle
exhibits illuminated dome lights and/or door ajar messages when doors are
closed and fully latched.
What is the effect?
This increases the front driver side door latch warranty coverage to a total of
7 years or 84,000 miles from the warranty start date, whichever occurs first.
If your vehicle has already exceeded either time or mileage limits listed
above, but has fewer than 120,000 miles, you will receive warranty
coverage through July 2020. Coverage is automatically transferred to
subsequent owners.
What will Ford and
your dealer do?
If your vehicle's front driver side door latch requires replacement and your
vehicle is within the indicated time/mileage limitations, Ford Motor Company
has authorized your dealer to replace the front driver side door latch free of
charge (parts and labor). This is a one-time repair program.
How long will it take?
If the component mentioned above requires replacement, 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?
You do not need to return to your dealer for this repair unless you
experience door ajar symptoms. Please keep this letter as a reminder of the
extended warranty coverage for your front driver side door latch. If the front
driver side door latch requires replacement, and your vehicle is within the
indicated time/mileage limitations, contact your dealer to schedule a service
appointment. Provide the dealer with the VIN of your vehicle to schedule a
 Copyright 2019 Ford Motor Company
service appointment for Customer Satisfaction Program 19N09. The VIN is
printed near your name at the beginning of this letter. Your dealer will
replace the part at no charge.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.
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 paid to have this service done after the expiration of the new vehicle
limited warranty period but within 7 years of service from the original
warranty start date or 84,000 total vehicle miles, you may be eligible for a
refund even if you do not currently own the vehicle. Refunds will only be
provided for the cost associated with replacement of the front driver side
door latch related to door ajar symptoms. To verify eligibility and expedite
reimbursement, give your paid original receipt to your dealer before July
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 did not pay for repairs related to front
driver side door latch replacement due to door ajar symptoms, no action is
required. If you did pay for repairs, you may be eligible for reimbursement
as indicated previously. You received this notice because our records
indicate that you currently own or have previously owned a vehicle affected
by this Customer Satisfaction Program.
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).
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division
 Copyright 2019 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 19N09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
January 2020
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?
For your peace of mind, the Lincoln Motor Company is extending the
warranty coverage on the front driver side door latch in the event that your
vehicle exhibits illuminated dome lights and/or door ajar messages when
doors are closed and fully latched.
What is the effect?
This increases the front driver side door latch warranty coverage to a total of
7 years or 84,000 miles from the warranty start date, whichever occurs first.
If your vehicle has already exceeded either time or mileage limits listed
above but has fewer than 120,000 miles, you will receive warranty coverage
through July 2020. Coverage is automatically transferred to subsequent
owners.
What will Lincoln and
your dealer do?
If your vehicle's front driver side door latch requires replacement due to
illuminated dome lights and/or door ajar messages when doors are closed
and fully latched and your vehicle is within the indicated time/mileage
limitations, the Lincoln Motor Company has authorized your dealer to
replace the front driver side door latch free of charge (parts and labor). This
is a one-time repair program.
How long will it take?
If the component mentioned above requires replacement, 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.
Additional time may be required to allow the engine to cool prior to
performing this repair.
What should you do?
You do not need to return to your dealer for this repair unless you have
experience door ajar symptoms. Please keep this letter as a reminder of the
extended warranty coverage for your front driver side door latch. If the front
driver side door latch requires replacement, and your vehicle is within the
indicated time/mileage limitations, contact your dealer to schedule a service
appointment. Provide the dealer with the VIN of your vehicle to schedule a
service appointment for Customer Satisfaction Program 19N09. The VIN is
printed near your name at the beginning of this letter. Your dealer will
replace the part at no charge.
If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving
instructions.
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.
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand
Have you previously
paid for this repair?
If you paid to have this service done after the expiration of the new vehicle
limited warranty period but within 7 years of service from the original
warranty start date or 84,000 total vehicle miles, you may be eligible for a
refund even if you do not currently own the vehicle. Refunds will only be
provided for the cost associated with replacement of the front driver side
door latch related to door ajar symptoms. To verify eligibility and expedite
reimbursement, give your paid original receipt to your dealer before July
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 did not pay for repairs related to front
driver side door latch replacement due to door ajar symptoms, no action is
required. If you did pay for repairs, you may be eligible for reimbursement
as indicated previously. You received this notice because our records
indicate that you currently own or have previously owned a vehicle affected
by this Customer Satisfaction Program.
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).
As part of the Lincoln community, we appreciate your attention to this important matter and your
continued loyalty.
The Lincoln Motor Company
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand