21N06

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 17, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019
Model Year Transit 3.2L Diesel Vehicles
Selective Catalyst Reduction System Warranty Extension
REF:
NEW VEHICLE DELIVERY HOLD - Emission Recall 21E01
Customer Satisfaction Programs 21N02 and 21N05
Dated: March 17, 2021
PROGRAM TERMS
Vehicles must have Emissions Recall 21E01 completed and claimed in the One Warranty System
(OWS) or the Dealer Management System (DMS) before Customer Satisfaction Program 21N06 is
activated in OASIS.
This program extends the warranty coverage of the catalytic converter portion of the selective catalyst
reduction (SCR) system for twelve months of service, beginning on the date the powertrain control
module (PCM) is reprogrammed under Emissions Recall 21E01. This program only applies if an SCR
(converter) fault is detected and it is related to a diagnostic trouble code (DTC) P20EE identified after
21E01 has been performed.
This is a one-time repair program.
Customer Satisfaction Program 21N06 expires twelve months after Emissions Recall 21E01 is
completed or December 31, 2024, whichever occurs first. Vehicles will no longer be eligible for free
service under 21N06 after December 31, 2024 with or without Emissions Recall 21E01 performed.
After 21N06 expires, the SCR (converter) may remain covered under the original warranty terms and
conditions.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
F-Series
Super Duty
2013-2016
Kentucky Truck
April 16, 2012 through July 03, 2016
Transit
2015-2019
Kansas City
February 10, 2014 through Oct 24, 2019
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In all of the affected vehicles, the onboard diagnostic (OBD) system initially contained a software error
that prevented illumination of the malfunction indicator light (MIL) if a certain fault was present in the
SCR. Since the PCM was reprogrammed under Emissions Recall 21E01, the OBD system is now
able to detect this SCR fault previously masked by the software error and can light the MIL if faults are
found to be present.
 Copyright 2021 Ford Motor Company
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE (continued)
It is possible that a) the SCR had a fault during its original warranty period and before Emissions
Recall 21E01 was completed, b) the PCM was reprogrammed after January 15, 2020, with an update
that already included the corrections included in 21E01 and since then the OBD system has now
identified a fault in the SCR, and c) the original warranty for the SCR has since expired. For customer
satisfaction, we are extending the warranty of the SCR (converter) to cover this possible pre-existing
fault situation.
SERVICE ACTION
If a vehicle exhibits MIL illumination with DTC P20EE present and the vehicle is still eligible for 21N06,
dealers are to provide a one-time repair of the SCR (converter). For Super Duty vehicles, the SCR is
part of the Catalyst and Particulate Filter Assembly. This service must be performed at no charge to
the vehicle owner.
NOTE: Vehicles are only eligible for 21N06 after Emissions Recall 21E01 has been claimed.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed in the second quarter of 2021. For vehicles eligible for
21N06, dealers should repair any affected vehicles that experience an SCR (converter) fault related to
a P20EE DTC, 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
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 2
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
OASIS ACTIVATION
OASIS will be activated after Emissions Recall 21E01 is completed and claimed.
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
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed after January 15, 2020, and before the date of the Owner Notification
Letter under the conditions noted below. This refund offer expires June 30, 2022.
•
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.
NOTE: Refunds will only be provided for the cost associated with an SCR (converter) replacement
after the PCM was reprogramed. The PCM must have been reprogramed on or after January 15,
2020, for this refund to apply. Even if the PCM was previously reprogrammed on or after January
15, 2020, Emissions Recall 21E01 completion and claim submittal is required before 21N06 is
activated in OASIS and before refunds can be processed.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
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: Vehicles are only eligible for 21N06 after Emissions Recall 21E01 has been claimed.
• 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
21N06
Causal Part Number
12A650
Customer Concern Code (CCC)
E29 - "Check engine" light troubles
Condition Code (CC)
•
•
•
QTY:
0
X9 - Incorrect Configuration of Programmable
Electronic Control Units
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 and the following Motorcraft chemicals XL-1 Penetrating and Lock Lubricant, XL-2 High Temp Nickel Anti-Seize Lubricant, and XG-1C or XG-1-K Premium Long-Life Grease.
o Program Code: 21N06
o Misc. Expense: OTHER
o Amount: Actual cost up to $5.00
Refunds: Submit refunds on a separate repair line.
- Program Code: 21N06
- 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 4
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
21N06B
1.6 Hours
21N06C
0.9 Hours
21N06D
0.1 Hours
21N06E
0.3 Hours
21N06F
0.3 Hours
Super Duty - Replace the Catalyst and Particulate Filter
Assembly (SCR) - Includes inspection for a P20EE DTC
Transit - Replace SCR - Includes inspection for a P20EE
DTC
Super Duty 4X2 and 4X4 (Non-FX4) – Remove/Install Fuel
Tank Shield to Access Lifting Points
Super Duty FX4 - Remove/Install Fuel Tank Shield to
Access Lifting Points
Transit - Remove Running Boards if Equipped
PARTS REQUIREMENTS / ORDERING INFORMATION – Refer to Separate Tables per Vehicle
SSSC Web Contact Site:
To place an order for Front NOx Sensors, submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Super Duty Vehicles Only (the following parts are under order restrictions)
Part Number
Description
Order
Quantity
Claim
Quantity
DC3Z-5H270-C
2013-2014 Wide Frame / Pickup –
Catalyst and Particulate Filter Assembly (SCR)
As
Needed
1
FC3Z-5H270-C
2015-2016 Wide Frame/Pickup –
Catalyst and Particulate Filter Assembly (SCR)
As
Needed
1
2015-2016 Narrow Frame/Chassis Cab –
As
1
Needed
Catalyst and Particulate Filter Assembly (SCR)
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Less than 2% of the affected vehicle population is expected to require a SCR replacement.
FC3Z-5H270-D
Model Year Specific Parts - Super Duty Vehicles Only
Part Number
Description
Order
Quantity
Part
Number
DC3Z-5H270-D
2013-2014 Narrow Frame / Chassis Cab - Catalyst /
SCR
As
Needed
1
W711407-S900
2013-2014 Bolts - Exhaust Lower Downpipe to Catalyst
(4 per pkg, 4 req’d)
As
Needed
4
W718005-S900
2015-2016 Bolts-Exhaust Lower Downpipe to Catalyst
(2 per pkg, 2 req’d)
As
Needed
2
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 4
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
PARTS REQUIREMENTS / ORDERING INFORMATION – (continued)
2013-2016 Super Duty Vehicles
Order
Quantity
Claim
Quantity
Nuts - Catalyst to Exhaust Intermediate Pipe
3
3
BC3Z-5E241-A
Gasket - Catalyst to Exhaust Intermediate Pipe
1
1
BC3Z-5L227-K
Reductant Pump Asy. and Hardware Kit, Only Certain
Narrow Frame Super Duty – Ref: Workshop Manual
As
Needed
1
PM-27-GAL
Diesel Exhaust Fluid (DEF)
Part Number
Description
W520113-S441
See DEF Table
2015 Transit Vehicles Only
Order
Quantity
Claim
Quantity
Downstream Catalyst (SCR)
1
1
W710382-S900
Bolts - Catalyst to Catalyst
2
2
CK4Z-9450-A
Gasket - Catalysts to Catalyst
1
1
PM-27-GAL
Diesel Exhaust Fluid (DEF)
Part Number
Description
CK4Z-5F250-D
See DEF Table
2016-2019 Transit Vehicles Only
Order
Quantity
Claim
Quantity
Downstream Catalyst (SCR)
1
1
W710382-S900
Bolts - Catalyst to Catalyst
2
2
CK4Z-9450-A
Gasket - Catalysts to Catalyst
1
1
PM-27-GAL
Diesel Exhaust Fluid (DEF)
Part Number
Description
GK4Z-5F250-G
See DEF Table
DEF Table – All Vehicles – Quantity Varies by Vehicle
Part Number
Description
Order
Quantity
Super Duty Pickup / Single Cab - Diesel Exhaust Fluid
(DEF) - 1 Gallon container (6 per pkg, 5 Gallons req’d)
PM-27-GAL
Super Duty Chassis Cab - Diesel Exhaust Fluid (DEF) 1 Gallon container (6 per pkg, 6 Gallons req’d)
Transit - Diesel Exhaust Fluid (DEF) 1 Gallon container (6 per pkg, 5.5 Gallons req’d)
 Copyright 2021 Ford Motor Company
Claim
Quantity
5
1
6
6
ATTACHMENT II
Page 3 of 4
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year Transit
3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
PARTS REQUIREMENTS / ORDERING INFORMATION – (continued)
All Vehicles
Part Number
Description
XL-1
Motorcraft® Penetrating and Lock Lubricant
XL-2
Motorcraft® High Temp Nickel Anti-Seize Lubricant
Order
Quantity
Claim
Quantity
Claim as
Misc. Other
Up to $5 Total
XG-1-C or
Premium Long-Life Grease
XG-1-K
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Less than 2% of the affected vehicle population is expected to require a SCR replacement.
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.
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.).
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 4
Customer Satisfaction Program 21N06
Certain 2013-2016 Model Year F-Series Super Duty 6.7L Diesel and 2015-2019 Model Year
Transit 3.2L Diesel Vehicles – Selective Catalyst Reduction System Warranty Extension
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
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 1
CUSTOMER SATISFACTION PROGRAM 21N06
CERTAIN 2013-2016 MODEL YEAR F-SERIES SUPER DUTY 6.7L DIESEL AND
2015-2019 MODEL YEAR TRANSIT 3.2L DIESEL VEHICLES — SELECTIVE
CATALYST REDUCTION SYSTEM WARRANTY EXTENSION
SERVICE PROCEDURE
NOTICE: Do not use silicone based sprays or lubricants on any components installed onto or 		
around the diesel exhaust system or intake air distribution and filtering system. Silicone
reacts with the Nitrogen Oxides (NOx) sensor and may cause permanent damage to the
NOx sensor.
NOTE: Vehicles are only eligible for FSA 21N06 after FSA 21E01 has been claimed.
NOTE: After the 21E01 calibration, it may take several customer drive cycles for the new calibration to 		
recognize faults of the Selective Catalytic Reduction (SCR) system, which for the Super Duty is 		
part of the Catalyst and Particulate Filter Assembly.
1. Using the appropriate Ford diagnostic scan tool, check for DTC's. Is DTC P20EE present?
			
			
		
Yes - Proceed to Step 2.
No - This FSA does not apply. For all other DTC's, please refer to the Powertrain Control 		
and Emission Diagnostics (PC/ED) Manual for normal diagnostics as required.
2. Remove and discard the following components per vehicle:
			
			
			
		
- For Transit vehicles, replace the Selective Catalytic Reduction (SCR) Assembly.
Please follow the Workshop Manual procedures in Section 309-00C.
- For Super Duty vehicles, replace the Catalyst and Particulate Filter Assembly. 			
Please follow the Workshop Manual procedures in Section 309-00.
3. Install the following components per vehicle:
			
			
			
		
- For Transit vehicles, install a new Selective Catalytic Reduction (SCR) Assembly.
Please follow the Workshop Manual procedures in Section 309-00C.
- For Super Duty vehicles, install a new Catalyst and Particulate Filter Assembly. 			
Please follow the Workshop Manual procedures in Section 309-00.
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.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2021