21B03-S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 31, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140
Transmission - Number One Planetary and Ring Gear Assembly
REF:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03
Dated: March 3, 2021
New! REASON FOR THIS SUPPLEMENT
• Additional vehicles are now eligible for this repair.
• Eligible vehicles for Supplement #1 include the following:
o All unsold / in-stock vehicles.
o All Vehicles with a 4.88 axle gear ratio.
o Emergency vehicles and wrecker vehicles.
PROGRAM TERMS
This program will be in effect through March 31, 2022. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of March 31, 2022 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 April 02, 2021 to
contact customers with affected vehicles. This will help minimize the number of vehicles that may
experience a higher-level of service repair.
AFFECTED VEHICLES
Vehicle
Model Year
Super Duty
F250-F600
2020
Assembly Plant
Build Dates
Kentucky Truck
28-Feb-2019 through 10-Aug-2020
Ohio Assembly
03-Apr-2019 through 31-Jul-2020
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, a distressed No. 1 planetary needle bearing inside the ring gear
assembly will generate contamination that may produce rough shifts. A wrench light is likely to come
on, and the transmission may go into safe mode and only operate in seventh gear. As damage
progresses, the transmission may only be capable of limited vehicle speed or may not engage in
forward or reverse.
© Copyright 2021 Ford Motor Company
SERVICE ACTION
Dealers are to replace the No. 1 planetary and ring gear assembly per the Technical Information given
in Attachment III. This service must be performed on all affected vehicles at no charge to the vehicle
owner.
New! OWNER NOTIFICATION MAILING 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, VINs will be activated
as part supply allows and owners of affected vehicles will be notified in separate mailings. Mailing will
begin the week of March 22, 2021, prioritized by emergency vehicles and wrecker vehicles. Mailing
for Supplement #1 vehicles will begin the week of April 12, 2021. Bulletin supplements will be
published to notify dealers of any changes to the vehicle population. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
New! 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
System (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 2021 Ford Motor Company
ATTACHMENT I
Page 1 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
OASIS ACTIVATION
OASIS was activated on March 2, 2021.
New! FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com starting on March
2, 2021. Owner names and addresses will be available by April 02, 2021 for emergency vehicles and
wrecker vehicles. Owner names and addresses will be available by April 23, 2021 for the supplement
#1 population of 4.88 axle gear ratio vehicles.
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
• 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
September 30, 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 the cost associated with planetary one needle bearing
assembly.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
RENTAL VEHICLES
Dealers are pre-approved for non-commercial and non-fleet vehicles for up to two days for a rental
vehicle. Follow Extended Service Plan (ESP) guidelines for dollar amounts. Rentals will only be
reimbursed for the day(s) the vehicle is at the dealership for part replacement. Prior approval for more
than two rental days is required from the SSSC via the SSSC Web Contact Site.
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
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
•
•
Description When Entering Claims
Enter Value:
Select claim type 31
Field Service Action
Sub Code
21B03
Causal Part Number
7L192
Customer Concern Code (CCC)
P59 – AT Other Transmission Troubles
Condition Code (CC)
42 – Does Not Operate Properly
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.
Provision for Locally Obtained Supply: Includes petroleum jelly and the following Motorcraft
chemicals - XL-1 Penetrating and Lock Lubricant, XL-2 High Temp Nickel Anti-Seize
Lubricant, XL-5-A Multi-Purpose Grease Spray, X0-5W20-Q1FS SAE Full Synthetic Motor Oil.
o Program Code: 21B03
o Misc Expense: OTHER
o
Amount: Actual cost up to $5.00
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
CLAIMS PREPARATION AND SUBMISSION (continued)
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under Miscellaneous Expense code
RENTAL.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21B03
- 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 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace the No. 1 Planetary and Ring Gear Assembly –
4x4 Vehicles
MT21B03B
Up To
10.2 Hours
Replace the No. 1 Planetary and Ring Gear Assembly –
4x2 Vehicles
MT21B03C
Up To
9 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for the following part(s) submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Part Number
Description – All Vehicles
LC3Z-7L192-B
No. 1 Planetary and Ring Gear Assembly
Order
Quantity
Claim
Quantity
1
1
Fluid Filter - Screen Assembly – Refer to Technical
As
1
Information for Specific Detail
Needed
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
LC3Z-7G186-A
Order the parts below through normal order processing channels:
Order
Quantity
Claim
Quantity
Seal - Torque Converter Hub
1
1
LC3Z-7B031-B
Seal - Front Support to Case
1
1
LC3Z-7H223-A
Seals - Front Support Bolt
16
16
W520515-S440
Nuts - Crossmember Bracket (4 per pkg, 4 req’d)
1
4
W710356-S439
Bolts - Crossmember Bracket (4 per pkg, 4 req’d)
1
4
W714824-S442
Bolts - Selector Lever Cable Bracket
(4 per pkg, 2 req’d)
1
2
W715131-S442
Bolt - Fluid Cooler Tube (4 per pkg, 1 req’d)
1
1
W715618-S437
Nuts - Torque Converter (4 per pkg, 6 req’d)
2
6
W718005-S900
Bolts - Exhaust Lower Downpipe (2 per pkg, 2 req’d)
1
2
W520514-S440
Y-pipe to exhaust manifold nuts
4
4
XT-10-QLVC
Motorcraft® MERCON® LV Automatic Transmission
Fluid for Transfer Case (12 Qrt. per pkg, 1 req’d)
1
Up to 1
Quart
XT-12-QULV
Motorcraft® MERCON® ULV Automatic Transmission
Fluid
16
16
Part Number
Description – All Vehicles
LC3Z-7A248-A
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Planetary One and Ring Gear Assembly
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Order the parts below through normal order processing channels:
Order
Quantity
Claim
Quantity
4X4 - Bolts - Transmission Mount Isolator
2
2
E4HZ-4A254-B
4X4 - Strap - Front Driveshaft Pinion Flange Strap
2
2
F81Z-4N272-AA
4X4 - Bolts - Front Driveshaft Pinion Flange
(4 per pkg, 4 req’d)
1
4
N605804-S439
4X4 - Bolts – Transfer Case to Transmission
(4 per pkg, 11 req’d)
3
11
N811880-S100
4X4 - Bolts - Front Driveshaft CV Flange
(4 per pkg, 4 req’d)
1
4
Part Number
Description – Unique Per Vehicle
Order
Quantity
Claim
Quantity
E4HZ-4A254-A
Strap - Rear Driveshaft - Strap Style to U-Joint Only
4
F1HZ-4N272-A
Bolts - Rear Driveshaft - Strap Style to U-Joint Only
As
Needed
N811880-S100
Bolts - Rear Driveshaft Pinion Flange - Flange Style
(Note Same Part # as 4X4 CV Flange Bolts)
(4 per pkg, 8 req’d, Order 2 as Needed)
As
Needed
8
BC3Z-4N272-A
Bolts - Rear Driveshaft - for Center Bearing Only
As
Needed
2
W709771-S440
4X2 - Nuts - Transmission Mount Isolator
As
Needed
2
Part Number
Description – All Vehicles
Order
Quantity
Claim
Quantity
XL-1
Motorcraft® Penetrating and Lock Lubricant
XL-2
Motorcraft® High Temp Nickel Anti-Sieze Lubricant
XL-5-A
Motorcraft® Multi-Purpose Grease Spray
XO-5W20-Q1FS
Motorcraft® SAE 5W-20 Full Synthetic – for Wheel Hub
Part Number
Description – 4X4 Vehicles Only
391558-S102
Claim as
Misc. Other
Up to $5 Total
Obtain Locally
Petroleum Jelly
To guarantee the shortest delivery time, an emergency order for parts must be placed.
© Copyright 2021 Ford Motor Company
8
ATTACHMENT II
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Planetary One and Ring Gear Assembly
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
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.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st 2021 or later must be inspected and signed off on the repair order by a member of your
dealers fixed operations management team or an employee the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
•
All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.
•
Inspect the replaced parts to verify the FSA repair was completed.
•
If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.
•
After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.).
•
This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement,
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA
parts inspection process (electronic or handwritten) is independent from other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.
© Copyright 2021 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
CERTAIN 2020 MODEL YEAR SUPER DUTY F250-F600 VEHICLES EQUIPPED
WITH A 10R140 TRANSMISSION — NUMBER ONE PLANETARY AND RING GEAR
ASSEMBLY
SERVICE PROCEDURE
Unique Tools
205-1018 Installation Tube
307-309 Remover,Torque Converter Seal
307-346 Retainer, Torque Converter
307-651 Bracket, Pump Remover/Installer
307-741 Spring Compressor, F Clutch
307-741-01 Remover, Front Support and Cover
307-797 Installer, Alignment Studs (3) and Alignment Pin (All 10R)
307-807 Installer Converter Seal
307-798 Remover/Installer One Way Clutch
307-811 Pusher and sizer, F2 Seal Guide
307-809 Pusher and sizer, F0 Seal Guide
307-810 Pusher and sizer, F9 Seal Guide
1. Remove the transmission from the vehicle. Please follow the Workshop Manual (WSM) procedures in 		
Section 307-01B.
NOTE: Special instructions due to trans filter supply constraints:
• For all UNSOLD/in-stock vehicles: reinstall and reuse the transmission fluid filter from the vehicle.
• For all SOLD vehicles - use the following table and See Figure 1.
Vehicle Mileage
Less than 20,000 miles
Greater than 20,000 miles
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
Normal Wear
Reuse Trans. Filter
Replace Trans. Filter
Excessive Wear
Replace Trans. Filter
Replace Trans. Filter
ATTACHMENT III
PAGE 2 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
REUSE - NORMAL WEAR
REPLACE - EXCESSIVE WEAR
2037RR
FIGURE 1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 3 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
2. Place the transmission on a mounting stand. See Figure 2.
2037A
FIGURE 2
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 4 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
3. Rotate the transmission in a vertical position, then remove the special service tool 307-346.
See Figure 3.
307-346
2037B
FIGURE 3
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 5 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
4. Using special service tool 307-651 and a floor crane, remove the torque converter. See Figure 4.
1. Horizontal pin is in the bottom hole.
2. Vertical pin prevents part movement.
2
307-651
1
2037C
FIGURE 4
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 6 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
5. Inspect the torque converter. If you answer yes to any of the following questions a new or 			
re-manufactured torque converter must be installed. See Figure 5.
• Does the sealing surface have a groove worn from the seal?
• Has a torque converter malfunction been determined based on complete diagnostic procedures?
• Is the torque converter stud or studs, threaded pads, impeller hub or bushing damaged?
• Is there evidence of water or antifreeze contamination?
• Does the torque converter exhibit external discoloration (due to overheating)?
			
• Overheat discoloration would be a darker color with possible bluing.
			
• Discoloration would be a different color than the rest of the torque converter.
2037D
FIGURE 5
6.Remove the main control valve body. Please follow the WSM procedures in Section 307-01B.
7. Remove the intermediate sensor A. Please follow the WSM procedures in Section 307-01B.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 7 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
NOTE: Use a 10ep Torx Plus® socket for the transmission fluid pump bolts.
8. Remove the bolts and the transmission fluid pump. See Figure 6.
x3
2037M
FIGURE 6
9. Remove the transmission fluid pump seal. See Figure 7.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2037N
FIGURE 7
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
ATTACHMENT III
PAGE 8 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
10. Remove the front support assembly bolts. See Figure 8.
• Discard the front support assembly bolt washers.
2
x16
x16
1
2037O
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 9 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
11. Using special tool 307-741 and 307-741-01, separate the front support assembly from the
transmission case and remove the final support assembly. Remove special tools 307-741 and
307-741-01. See Figure 9.
SHORT FRONT SUPPORT
AND COVER REMOVER
1
307-741-01
307-741
LONG FRONT SUPPORT
AND COVER REMOVER
2037P
FIGURE 9
12. Remove and discard the front support-to-case seal. See Figure 10.
STUD FOR
MISSING NUT
STUD FOR
2037Q
MISSING
NUT
FIGURE 10
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 10 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
13. Using special tools 307-309, 307-741-01 and 307-798, remove and discard the converter hub seal. 		
See Figure 11.
307-741-01
307-309
307-798
2037R
FIGURE 11
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 11 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
14. Using a magnet, remove the A clutch assembly. See Figure 12.
A CLUTCH
ASSEMBLY
2037S
FIGURE 12
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 12 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
15. Using a pick, remove the number one planetary carrier snap ring. See Figure 13.
NUMBER ONE
PLANETARY CARRIER
NUMBER ONE PLANETARY
CARRIER SNAP RING
2037T
FIGURE 13
16. Using two pick hooks inserted into holes on the outside gear, remove and discard the number one 		
planetary carrier. See Figure 14.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2037U
FIGURE 14
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 13 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
NOTE: The ink marks must be aligned or a transmission vibration can occur.
17. Using two pick hooks, install the new number one planetary carrier with the ink markings aligned.
See Figure 15.
INK MARKS
TO ALIGN
2037V
FIGURE 15
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 14 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
18. Using a long flat head screwdriver, install the number one planetary carrier snap ring. Be sure that
the snap ring is fully seated. See Figure 16.
NUMBER ONE PLANETARY
CARRIER SNAP RING
2037X
FIGURE 16
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 15 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
19. Soak the A clutch plates in clean transmission fluid and then install the A clutch assembly.
See Figure 17.
1. Pressure Plate.
2. Friction Plates.
3. Separator Springs.
4. Steel Plates.
5. Apply Plate (select fit).
6. Wave Spring.
6
5
3
4
2
1
4
2037W
FIGURE 17
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 16 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
20. Inspect the input shaft seals for damage. See Figure 18. Do any of the input shaft seals show signs of
damage?
1. Torque converter seals.
2. Front support assembly seals.
If YES - Remove the damaged seals, then proceed to Step 21.
If NO - Proceed to Step 27.
x2
1
x7
2
2037Y
FIGURE 18
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
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ATTACHMENT III
PAGE 17 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
Front Support Assembly Input Shaft Seals - Replace Only As Needed If Damaged
21. Install special tool 307-811 and adjust it to align the bottom edge of the tool with the top end of the 		
groove of the Teflon® seal being replaced. See Figure 19.
307-811
2037Z
FIGURE 19
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
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CUSTOMER SATISFACTION PROGRAM 21B03-S1
22. Install a new Teflon® seal on special tool 307-811. Using the top half of special tool 307-811, slide the 		
Teflon® seal into the groove. Remove special tool 307-811 and repeat the steps for the other
damaged front support assembly seal. See Figure 20.
307-811
307-811
2037AA
FIGURE 20
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 19 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
23. Install special tool 307-811 to size the 7 Teflon® seals to the input shaft. See Figure 21.
• Allow the special tool to stay on the input shaft until final assembly.
307-811
2037BB
FIGURE 21
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 20 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
Torque Converter Input Shaft Seals - Replace Only As Needed If Damaged
24. Install special tool 307-809 and adjust it to align the bottom edge of the tool with the top end of the 		
groove of the Teflon® seal being replaced. See Figure 22.
307-809
2037CC
FIGURE 22
25. Install a new Teflon® seal on special tool 307-809. Using the top half of the special tool, slide the 		
Teflon® seal into the groove. Remove the special tools and repeat the steps for the other damaged
torque converter seals. See Figure 23.
307-809
307-809
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2037DD
FIGURE 23
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 21 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
26. Using the special tool 307-809 and 307-810, size the input shaft torque converter Teflon® seals with a 		
two step process. See Figure 24.
1. Using special tool 307-809, pre-size the input shaft torque converter Teflon® seals.
2. Using special tool 307-810, final size the input shaft torque converter Teflon® seals.
1
2
307-810
307-809
2037EE
FIGURE 24
27. Install the new torque converter hub seal on special tools 205-1018 and 307-807. Using the special 		
tools and a rubber mallet, install the new torque converter hub seal. See Figure 25.
205-1018
205-1018
307-807
307-807
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
NEW TORQUE
CONVERTER HUB SEAL
PLACE COPY HERE
2037FF
FIGURE 25
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
ATTACHMENT III
PAGE 22 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
28. Install the new front support-to-case seal. Lubricate the seal with petroleum jelly. See Figure 26.
FRONT SUPPORT
ASSEMBLY
PETROLEUM JELLY
NEW FRONT SUPPORT
TO CASE SEAL
2037GG
FIGURE 26
29. Install special tools 307-741 and 307-741-01 onto the front support assembly. See Figure 27.
307-741
1
307-741-01
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE2037II
COPY HERE
FIGURE 27
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 23 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
30. Install special tool 307-797 in the location shown. See Figure 28.
307-797
2037HH
FIGURE 28
31. Lubricate the transmission case-to-front support sealing surface, and the Teflon® seals with petroleum
jelly. See Figure 29.
PETROLEUM
JELLY
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2037JJ
FIGURE 29
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 24 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
32. Using the special tools 307-741 and 307-741-01, install the front support into the transmission case. 		
Rotate the input shaft while aligning the front support to the special tool guide pin 307-797.
See Figure 30.
307-741
307-797
307-741-01
2037KK
FIGURE 30
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 25 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
33. Install special tool 307-797 studs, washers and nuts in the location shown. See Figure 31.
• Tighten the special tool 307-797 nuts evenly to seat the front support assembly to the 			
transmission case.
307-797
x3
2037LL
FIGURE 31
34. Install the new front support assembly bolt washers. See Figure 32.
x12
STUD FOR
MISSING
NUT
2037MM
FIGURE 32
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 26 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
35. With the special tools 307-797 installed, hand tighten the front support bolts in a crisscross pattern.
• Remove the special tools 307-797 and install the front support bolts hand tight. See Figure 33.
307-797
x4
x12
2037NN
FIGURE 33
36. Tighten the bolts in the sequence shown. See Figure 34.
• Torque: 30 lb.ft (40 Nm).
9
12
6
16
15
3
1
14
STUD FOR
MISSING NUT
4
11
7
8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
5
2
13
10
PLACE COPY HERE
PLACE COPY HERE
2037OO
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
FIGURE 34
ATTACHMENT III
PAGE 27 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
37. Using special tool 307-651 and a floor crane, install the torque converter. See Figure 35.
1. Horizontal pin is in the bottom hole.
2. Vertical pin prevents part movement.
2
307-651
1
2037C
FIGURE 35
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 28 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
38. Install special tool 307-346 to hold the torque converter. See Figure 36.
307-346
2037QQ
FIGURE 36
39. Install the transmission fluid pump seal. See Figure 37.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2037N
FIGURE 37
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
STUD FOR
ATTACHMENT III
PAGE 29 OF 29
CUSTOMER SATISFACTION PROGRAM 21B03-S1
NOTE: Use a 10ep Torx Plus® socket for the transmission fluid pump bolts.
40. Install the transmission fluid pump and the bolts. See Figure 38.
• Torque: 97 lb.in (11 Nm).
x3
2037M
FIGURE 38
41. Install the intermediate sensor A. Please follow the WSM procedures in Section 307-01B.
42. Install the main control valve body. Please follow the WSM procedures in Section 307-01B.
43. Remove the transmission from the mounting stand and install the transmission into the vehicle. Please
follow the Workshop Manual (WSM) procedures in Section 307-01B.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
STUD FOR
MISSING NUT
STUD FOR
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STUD FOR
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PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March 2020
Customer Satisfaction Program 21B03
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, a bearing within the transmission could wear prematurely,
resulting in rough shifts.
What is the effect?
This bearing wear may result in a wrench light. As damage progresses, the
transmission may only be capable of limited vehicle speed or may not
engage in forward or reverse.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the planetary one and ring gear assembly free of
charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until March 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this repair is approximately two days. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time. In addition, your vehicle may require an inspection to
determine if additional parts need to be ordered.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B03. 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 owner.ford.com
for dealer addresses, maps, and driving instructions.
© Copyright 2021 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 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.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle (non-commercial and
non-fleet vehicles) for your personal transportation at no charge (except for
fuel, insurance, and tax) while your vehicle is at the dealership for repairs.
Please see your dealer for guidelines and limitations.
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 service action performed to ensure the
correct parts 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 replace the planetary one and ring gear assembly. To verify
eligibility and expedite reimbursement, give your paid original receipt to your
dealer before September 30, 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 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: owner.ford.com.
© Copyright 2021 Ford Motor Company
Can we assist you
further?
(continued)
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: 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 2021 Ford Motor Company