20B39

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 6, 2020
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
PROGRAM TERMS
This program will be in effect through November 30, 2030 or a maximum of 150,000 miles, whichever
occurs first. If a vehicle already has accumulated more than 150,000 miles, this coverage will last
through May 31, 2021.
AFFECTED VEHICLES
NOTE: Only analog cameras are affected by this program.
Vehicle
Model Year
Assembly Plant
Build Dates
Dearborn
October 26, 2019 through May 18, 2020
Kansas City
November 2, 2019 through May 18, 2020
Kansas City
March 3, 2020 through March 11, 2020
Kentucky Truck
November 3, 2019 through May 18, 2020
Expedition
Kentucky Truck
October 30, 2019 through June 22, 2020
Edge
Oakville
November 13, 2019 through May 26, 2020
Nautilus
Oakville
November 21, 2019 through May 26, 2020
F-150
Transit
F-Super Duty
2020
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, insufficient electrical conductivity within the Printed Circuit Board
(PCB) internal to the camera may lead to intermittent front view or Center High Mount Stop Lamp
(CHMSL) camera operation. This could result in a blank or distorted image from the front of the
vehicle or of the truck bed.
SERVICE ACTION
Dealers are to replace the front view camera or the CHMSL camera following the dealer bulletin
technical information. 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 November 9, 2020. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
© Copyright 2020 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 2020 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
OASIS ACTIVATION
OASIS will be activated on November 6, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 6,
2020. Owner names and addresses will be available by November 24, 2020.
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
• Correct all affected units in your new vehicle inventory before delivery.
• 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
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07715,
2020 Lincoln Pickup & Delivery Updates.
© Copyright 2020 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
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
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
20B39 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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC07715,
2020 Lincoln Pickup & Delivery Updates for details.
© Copyright 2020 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 20B39
Certain 2020 Model Year Multiple Vehicle Lines
Front View and Center High Mount Stop Lamp Camera Improper Function
LABOR ALLOWANCES
Description
Vehicle
Labor Operation
Labor Time
F-150
20B39B
1.1 Hours
Raptor
20B39C
0.8 Hours
Transit
20B39D
1.1 Hours
Expedition
20B39E
1.5 Hours
Edge
20B39F
1.5 Hours
Nautilus
20B39G
1.5 Hours
Replace CHMSL Analog Camera - if equipped
(includes time for camera configuration)
F-Super Duty
20B39H
0.4 Hours
360 Degree View Camera Alignment or Pro
Trailer Backup Assist (PTBA) Camera Alignment
(as needed)
F-150/Raptor,
Expedition,
Nautilus
20B39J
0.5 Hours
Replace Analog Front View Camera
(includes time for camera configuration)
PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity
Claim
Quantity
F-150 Raptor - Front View Camera
1
1
JL3Z-19G490-E
F-150 - Front View Camera
1
1
LK4Z-19G490-H
Transit - Front View Camera
1
1
JL1Z-19G490-B
Expedition - Front View Camera
1
1
K2GZ-19G490-C
Edge - Front View Camera
1
1
K2GZ-19G490-A
Nautilus - Front View Camera
1
1
Part Number
Description
JL3Z-19G490-F
HC3Z-19G490-Z
F-Super Duty - CHMSL Camera (if equipped)
1
1
Order your parts 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, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped in accordance with all applicable local, state and federal environmental protection and
hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that
are under safety, compliance, or emissions recall.
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 2
CUSTOMER SATISFACTION PROGRAM 20B39
CERTAIN 2020 MODEL YEAR MULTIPLE VEHICLE LINES — FRONT VIEW AND
CENTER HIGH MOUNTED STOP LAMP CAMERA IMPROPER FUNCTION
SERVICE PROCEDURE
NOTE: Only analog cameras are affected by this program.
NOTE: Some cameras may have a rubber grommet or a spacer on them. If the replacement camera 		
does not have the rubber grommet or spacer installed, transfer the original camera rubber 			
grommet or spacer to the new camera before installation.
NOTE: If equipped, transfer the washer nozzle and tube assembly to the new camera. See Figure 1.
x2
2069B
E297381
FIGURE 1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2020
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 20B39
All Except F-Super Duty Vehicles
1. Replace the Front Parking Aid Camera. Please follow the Workshop Manual (WSM) procedures in 		
Section 413-13.
F-Super Duty Vehicles Only
1. Replace the Center High Mounted Stop Lamp (CHMSL) camera. Please follow the Workshop Manual 		
(WSM) procedures in Section 413-13.
2. Transfer the original CHMSL camera rubber grommet to the new CHMSL camera. See Figure 2.
THE EXTENDED LIP
TOWARDS CAMERA BODY
2069A
FIGURE 2
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2020
PLACE COPY HERE
PLACE COPY HERE
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
November 2020
Customer Satisfaction Program 20B39
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 front view camera could intermittently display a blank or
distorted image.
What is the effect?
When selected as a camera option, a front view camera that intermittently
displays a blank or distorted image may reduce the driver’s view from the
front of the vehicle.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the front view camera free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2030 or 150,000 miles, whichever occurs first. 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.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 20B39. 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.owner.ford.com for dealer addresses, maps, and driving instructions.
© Copyright 2020 Ford Motor Company
What should you do?
(Continued)
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. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
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 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
owner.ford.com.
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).
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.
Thank you for your attention to this important matter.
Ford Customer Service Division
© Copyright 2020 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 2020
Customer Satisfaction Program 20B39
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 front view camera could intermittently display a blank or
distorted image.
What is the effect?
When selected as a camera option, a front view camera that intermittently
displays a blank or distorted image may reduce the driver’s view from the
front of the vehicle.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the front view camera free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2030 or 150,000 miles, whichever occurs first. 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.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 20B39. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
Lincoln owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with
a Lincoln vehicle for use during service. Please request Lincoln Pickup &
Delivery through your dealership if you would like to take advantage of this
option.
If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving instructions.
© Copyright 2020 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. The Lincoln Motor Company can
deny coverage for any vehicle damage that may result from the failure to
have this service action performed on a timely basis. Therefore, please have
this service action performed as soon as possible.
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.
COVID-19
(CORONAVIRUS)
Lincoln dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting client vehicles and vehicles used for
Pickup & Delivery* both 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 Lincoln and your local dealer are working hard to keep you on the road
during these challenging times, please visit owner.lincoln.com.
*Complimentary Lincoln Pickup & Delivery Service is available for all 2017
model year and newer Lincoln vehicles within the 4-year/50,000 mile New
Vehicle Limited Warranty. Contact your preferred dealer for
important details. Mileage limitations may apply.
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 2020 The Lincoln Motor Company – A Ford Motor Company Brand