19M01 S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
July 23, 2020
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19M01 - Supplement #1
Certain 2013-2019 Model Year Police Interceptor Utility Vehicles Equipped with a
3.7L Engine
Catalytic Converter Extended Coverage
REF:
NEW VEHICLE DELIVERY HOLD - Emission Recall 19E02 - Supplement #1
July 23, 2020
Customer Satisfaction Program 19M01
June 13, 2019
New! REASON FOR THIS SUPPLEMENT
• Affected Vehicles: Addition of certain 2019 Model Year Vehicles
New! PROGRAM TERMS
This program extends the warranty coverage of the catalytic converters to 11 years of service or
120,000 miles from the warranty start date of the vehicle, whichever occurs first.
This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle Limited
Warranty. Additionally, this program may be used multiple times as long as the vehicle is within time
and mileage limits of the program. Once the program has expired, SPW and ESP may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage
will last through August 31, 2021.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Police
Interceptor
Utility
2013-2018
Assembly Plant
Build Dates
August 25, 2011 through September 16, 2018
Chicago
2019
September 18, 2018 through September 20, 2018
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In the affected vehicles, it may be possible that aggressive law enforcement driving maneuvers can
result in an overheated catalytic converter, catalyst degradation, and an illuminated malfunction
indicator light (MIL) with diagnostic trouble codes (DTCs) P0420 and/or P0430 stored in the
powertrain control module (PCM).
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the affected catalytic converter.
This service must be performed at no charge to the vehicle owner.
© Copyright 2020 Ford Motor Company
New! OWNER NOTIFICATION M AILING SCHEDULE
Owner Letters were mailed the week of July 1, 2019. The owner letters for the additional Supplement
#1 population will be mailed by the week of August 3, 2020. Dealers should repair any 19M01 eligible
vehicles identified in OASIS that exhibit an illuminated MIL with DTCs P0420 and/or P0430, 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 Letter
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 19M01 - Supplement #1
2013-2019 Model Year Police Interceptor Utility Vehicles Equipped with a 3.7L Engine
Catalytic Converter Extended Coverage
New! OASIS ACTIVATION
OASIS was activated on June 13, 2019. The OASIS population for supplement #1 will be activated on
July 23, 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
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program unless emission coverage is explicitly cancelled, 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
New! 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
August 31, 2021.
• 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 service related to catalytic converter replacement.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
© Copyright 2020 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19M01 - Supplement #1
2013-2019 Model Year Police Interceptor Utility Vehicles Equipped with a 3.7L Engine
Catalytic Converter Extended Coverage
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 powertrain 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 – 5 years or 60,000 miles
•
For vehicles outside new vehicle powertrain warranty coverage, submit an Approval Request
to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Note: This program DOES NOT apply to vehicles that qualify for repairs under the New
Vehicle Limited Warranty. Repairs for vehicles covered by New Vehicle Limited Warranty
should be claimed using the Labor Operation Codes provided in TSB 18 -2138 (2013-2018
Police Interceptor Utility) or applicable Labor Operation Codes for the Workshop Manual
procedure.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 19M01 if vehicle is still within time and mileage limits.
• 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
(19M01) 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: 19M01
- 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 2
Customer Satisfaction Program 19M01 - Supplement #1
2013-2019 Model Year Police Interceptor Utility Vehicles Equipped with a 3.7L Engine
Catalytic Converter Extended Coverage
New! LABOR ALLOWANCES
Description
Model Year FWD / AWD
Replace Rear (RH) Catalytic Converter.
Includes time for retrieving DTC’s.
2013-2015
Replace Front (LH) Catalytic Converter.
Includes time for retrieving DTC’s.
2013-2015
Replace Both Catalytic Converters. Includes
time for retrieving DTC’s.
2013-2015
2016-2019
2016-2019
2016-2019
Labor
Operation
FWD
AWD
1.9 Hours
19M01B
FWD
AWD
19M01C
2.2 Hours
1.6 Hours
1.7 Hours
FWD
AWD
Labor
Time
2.8 Hours
19M01D
3.1 Hours
New! PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
DA8Z-5G232-C
DA8Z-5G232-D
FB5Z-5G232-A
FB5Z-5G232-B
Model Year
2013-2015
2016-2019
Description
Order
Quantity
Claim
Quantity
Front Catalytic Converter (LH)
Rear Catalytic Converter (RH)
Front Catalytic Converter (LH)
As Needed
Based on DTC(s) set
Rear Catalytic Converter (RH)
Additional Parts – If Replacing One Catalytic Converter (LH or RH) – All Model Years
Order
Quantity
Claim
Quantity
Gasket - Catalytic Converter to Cylinder Head
1
1
W712244-S300
Stud - Catalytic Converter to Cylinder Head
(12 per pkg, 6 req’d)
1
6
W716011-S430
Nut - Catalytic Converter to Cylinder Head
(4 per pkg, 6 req’d)
2
6
7T4Z-9450-AA
Gasket - Y-pipe to LH Manifold
1
1
W714265-S441
Nut - Y-pipe to Intermediate Pipe and Catalytic
Converters (4 per pkg, 8 req’d)
2
8
DA5Z-9450-A
Gasket - Y-pipe to Intermediate Pipe
1
1
W711918-S439
Bolt - Driveshaft to PTU (AWD only) (4 per pkg, 4 req’d)
Part Number
Description
DG1Z-9448-A
© Copyright 2020 Ford Motor Company
As Needed
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 19M01- Supplement #1
2013-2019 Model Year Police Interceptor Utility Vehicles Equipped with a 3.7L Engine
Catalytic Converter Extended Coverage
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Additional Parts – If Replacing Both Catalytic Converters – All Model Years
Order
Quantity
Claim
Quantity
Gasket - Catalyst to Cylinder Head
2
2
W712244-S300
Stud - Catalyst to Cylinder Head (12 per pkg, 12 req’d)
1
12
W716011-S430
Nut - Catalyst to Cylinder Head (4 per pkg, 12 req’d)
3
12
7T4Z-9450-AA
Gasket - Y-Pipe to LH Manifold
1
1
W714265-S441
Nuts - Y-pipe to Intermediate Pipe and Catalysts
(4 per pkg, 8 req’d)
2
8
DA5Z-9450-A
Gasket - Y-pipe to Intermediate Pipe
1
1
W711918-S439
Bolt - Driveshaft to PTU (AWD only) (4 per pkg, 4 req’d)
Part Number
Description
DG1Z-9448-A
As Needed
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 19M01-S1
CERTAIN 2013-2019 MODEL YEAR POLICE INTERCEPTOR UTILITY VEHICLES
EQUIPPED WITH A 3.7L ENGINE — CATALYTIC CONVERTER EXTENDED
COVERAGE
OVERVIEW
In the affected vehicles, it may be possible that aggressive law enforcement driving maneuvers can result
in an overheated catalytic converter, catalyst degradation, and an illuminated malfunction indicator light
(MIL) with diagnostic trouble codes (DTCs) P0420 and/or P0430 stored in the powertrain control module
(PCM).
If an affected vehicle exhibits this condition, dealers are to replace the affected catalytic converter. This
service must be performed at no charge to the vehicle owner.
SERVICE PROCEDURE
Recommended Tool List For Replacement:
1/4" Drive Ratchet (Power Tool)
1/4" Drive Flex Head Ratchet
1/4" Drive Shallow 10mm Socket
1/4" Drive 12 in (305 mm) Extension
1/4" Drive Torque Wrench
3/8" Drive Impact Gun
3/8" Drive Ratchet
3/8" Drive 13mm Deep Swivel Impact Socket
3/8" Drive 15mm Deep Swivel Impact Socket
3/8" Drive 7 in (178 mm) & 12 in (305 mm) Impact Extensions
3/8" Drive Torque Wrench
Long 10mm Ratchet Wrench
Stud Remover / Installer
Long Screwdriver (RH Converter Only)
Paint Stick (RH Converter Only)
Exhaust Gas Oxygen Sensor Socket 303-476 (RH Converter Only)
1. Using Integrated Diagnostic System (IDS), retrieve DTCs. Are DTCs P0420 and/or P0430 			
stored in the powertrain control module (PCM)?
Yes – Replace the affected catalytic converter. Refer to Workshop Manual (WSM) 			
		
Section 309-00D.
No – This article does not apply.
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
7/2020
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
August 2020
Emission Recall 19E02
Customer Satisfaction Program 19M01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
Ford Motor Company values you as a customer and is committed to vehicle quality and preserving the
environment. Therefore, we are voluntarily recalling your vehicle, with the VIN shown above. Your
vehicle may be releasing air pollutants that exceed applicable emission standards in your state.
What is the issue?
On your vehicle, it may be possible that aggressive law enforcement driving
maneuvers can result in an overheated catalytic converter and catalyst
degradation.
What is the effect?
Catalyst degradation may result in an illuminated Service Engine Soon
Indicator (icon shown to left) and may also cause elevated exhaust
emissions.
Service Engine Soon
What will Ford and
your dealer do?
Ford Motor Company has authorized your dealer to reprogram the
Powertrain Control Module with improved catalyst protection software. This
service will be performed free of charge (parts and labor).
If you do not have this service performed:
• Your vehicle may not pass emission or smog tests that may be
required in your area.
•
Your State Department of Motor Vehicles may not renew your vehicle
registration.
In addition, Ford Motor Company is extending the warranty coverage on the
catalytic converters under Customer Satisfaction Program 19M01. This
program extends the warranty coverage of the catalytic converters to 11
years of service or 120,000 miles from the warranty start date of the vehicle,
whichever occurs first.
© Copyright 2020 Ford Motor Company
What will Ford and
your dealer do?
(continued)
If your vehicle has already exceeded either time or mileage limits listed
above, this extended warranty coverage will last through August 31, 2021.
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 may require an
inspection to determine if parts need to be ordered.
What should you do?
Please call your dealer without delay to request a service appointment for
Emission Recall 19E02. Provide the dealer with the VIN, which is printed
near your name at the beginning of this letter.
Ford has not issued instructions to stop driving your vehicle under this
emission recall. You should contact their dealer for an appointment to have
your vehicle remedied as soon as practicable. You can continue to safely
drive your vehicle.
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 recall 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 recall performed
on a timely basis. Therefore, please have this recall 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.
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 af ter
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 have previously paid for a repair that addresses the issue described in
this letter, you still need to have this recall performed to ensure the correct
parts and procedures 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 catalytic converter replacement.
© Copyright 2020 Ford Motor Company
Have you previously
paid for this repair?
(continued)
To verify eligibility and expedite reimbursement, give your paid original
receipt to your dealer before August 31, 2021. 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 government regulations require that
notification be sent to the last known owner of record. Our records are based
primarily on state registration and title data, which 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).
California and
Massachusetts
Registration
Requirements
The State of California and the Commonwealth of Massachusetts require the
completion of emission recall repairs prior to vehicle registration renewal. If
your vehicle is registered in California or Massachusetts, it is subject to
these requirements.
When your dealer completes this emission recall repair, you will receive a
Vehicle Emission Recall Proof of Correction certificate. Please make sure
that you receive a certificate from your dealer and that you have it with
you when you renew your vehicle registration.
It is also important for you to know that the certificate should be
returned to the Department of Motor Vehicles (DMV) only if it is
requested by the DMV. Otherwise, this certificate is to be held by you
for your records.
In order to ensure your full protection under emissions warranty provisions,
and to avoid any inconvenience when renewing your registration, it is
recommended that you have your vehicle serviced as soon as possible.
Failure to do so could be determined as lack of proper maintenance of your
vehicle.
Thank you for your attention to this important matter.
Ford Customer Service Division
© Copyright 2020 Ford Motor Company