20N04

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
April 30, 2020
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 20N04
Certain 2017 through 2019 Model Year F250/350 4x4 and F450/550 Vehicles
Steering Linkage Damper Extended Coverage
REF:
TSB 19-2392
PROGRAM TERMS
This program extends the warranty coverage of the steering linkage damper to 7 years of service or
100,000 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, this extended warranty coverage
will last through October 31, 2020.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year Assembly Plant
Build Dates
F-250 – F-550
2017-2019
Kentucky Truck
October 8, 2015 through November 3, 2019
F-250 – F-550
2017-2019
Ohio
February 5, 2016 through November 13, 2019
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, customers may experience sustained steering wheel oscillation after
hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h).
SERVICE ACTION
A redesigned damper is now available. If an affected vehicle exhibits this condition, dealers are to
replace the steering linkage damper. This service must be performed at no charge to the vehicle
owner.
OWNER NOTIFICATION M AILING SCHEDULE
Parts to repair this condition are currently not available in sufficient quantities to service all of the
affected vehicles. Therefore, to ensure an ample supply of parts are available, owners of affected
vehicles will be notified in three separate mailings. Mailing is expected to begin by May 15, 2020.
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
© Copyright 2020 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 2020 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 20N04
Certain 2017 through 2019 Model Year F250/350 4x4 and F450/550 Vehicles
Steering Linkage Damper Extended Coverage
OASIS ACTIVATION
OASIS will be activated on April 30, 2020.
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 new and used vehicle
inventory.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Vehicles with cancelled warranties are not 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
October 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 of the steering linkage damper and labor to install it.
Additional parts and labor are not authorized for refund.
•
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 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
•
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 2020 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 20N04
Certain 2017 through 2019 Model Year F250/350 4x4 and F450/550 Vehicles
Steering Linkage Damper Extended Coverage
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
20N04 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: 20N04
- 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 2020 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 20N04
Certain 2017 through 2019 Model Year F250/350 4x4 and all F450/550 Vehicles
Steering Linkage Damper Replacement
LABOR ALLOWANCES
Description
Replace Steering Linkage Damper
Labor Operation
Labor Time
20N04B
0.4 Hours
Order Quantity
Claim Quantity
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
KC3Z-3E651-B
Steering Linkage Damper
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 2020 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 20N04
CERTAIN 2017 THROUGH 2019 MODEL YEAR F250/350 4X4 AND F450/550
VEHICLES — STEERING LINKAGE DAMPER EXTENDED COVERAGE
SERVICE PROCEDURE
NOTICE: Suspension fasteners are critical parts that affect the performance of vital components 			
and systems. Failure of these fasteners may result in major service expense. Use the
		 same or equivalent parts if replacement is necessary. Do not use a replacement part of
		 lesser quality or substitute design. Tighten all fasteners as specified in the WSM.
1. If a customer reports steering oscillation, replace the steering linkage damper. Please follow the 		
Workshop Manual (WSM) procedures in Section 211-03.
NOTE: If inspecting the steering drag link and tie rods, by design there will be 1-2 mm of vertical 			
movement when pushing on or rotating the drag link and tie rod ends. This movement is 			
characteristic due to the internal spring design and parts should not be replaced for this normal 		
		 condition. Refer to the WSM procedures in Section 211-03 for additional information.
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2020
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 20N04
Mr. John Sample
123 Main Street
Anywhere, USA 12345
May 2020
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?
Although your vehicle’s steering linkage damper is likely functioning fine, we
are pleased to let you know that, for your peace of mind, Ford Motor
Company is extending the warranty coverage on the steering linkage
damper.
What is the effect?
A redesigned steering linkage damper is now available for vehicles that
experience sustained steering wheel oscillation after hitting rough pavement
or an expansion joint at speeds typically above 45 mph (72 Km/h).
If your vehicle has already exceeded either the time or mileage limits listed
above, this extended warranty coverage will last until October 31, 2020.
What will Ford and
your dealer do?
If your vehicle exhibits sustained steering wheel oscillation after hitting
rough pavement or an expansion joint at speeds typically above 45 mph (72
Km/h) due to the steering linkage damper, and your vehicle is within the
indicated time/mileage limitations, Ford Motor Company has authorized your
dealer to replace the steering linkage damper with a redesigned part free of
charge (parts and labor). This is a one-time repair program and 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. Additional time may be required to allow the engine to
cool prior to performing this repair. In addition, your vehicle will/may require
an inspection to determine if parts need to be ordered.
What should you do?
You do not need to return to your dealer for this repair unless you have
experienced sustained steering wheel oscillation after hitting rough
pavement or an expansion joint at speeds typically above 45 mph (72
Km/h). Please keep this letter as a reminder of the extended warranty
© Copyright 2020 Ford Motor Company
What should you do?
(Continued)
coverage for your steering linkage damper. If the steering linkage damper
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 20N04. 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.
COVID-19
(CORONAVIRUS)
Ford dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed
a critical service. Please contact your local dealer to confirm current service
hours. For more information on how Ford and your local dealer are working
hard to keep you on the road during these challenging times, please visit
www.Fordowner.com.
Have you previously
paid for this repair?
If you paid to have this service done before the date of this letter, you may
be eligible for a refund. Refunds will only be provided for service related to
repair description. To verify eligibility and expedite reimbursement, give your
paid original receipt to your dealer before October 31, 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 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).
© Copyright 2020 Ford Motor Company
Can we assist you
further?
(Continued)
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll free at
1-866-906-9811. Representatives are available 24 hours a day.
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division
© Copyright 2020 Ford Motor Company