21B42

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
July 13, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles
Equipped with a 6.7L Diesel or 7.3L Gas Engine
Certification Label and Front Spring Mismatch to Order Guide
PROGRAM TERMS
This program will be in effect through July 31, 2022. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of July 31, 2022.
We recommend dealers utilize their FSA VIN Lists name and address available on July 13, 2021 to
contact customers with affected vehicles to determine which of the three options, as described below,
the customer will be selecting.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Super Duty
F-350
F-450
2020-2021
Kentucky Truck,
Ohio Assembly
November 16, 2019 through November 09, 2020
F-550
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
All of the affected vehicles were built with front spring and front gross axle weight rating (FGAWR)
below the customer expected value. The marketing Order Guide stated that on units equipped with
Ambulance & Wrecker packages, customers would get up to 7000 lb front spring FGAWR. The front
coil springs were built to match the FGAWR labels on these units. The customer did not receive the
front coil spring capability they were expecting based on the data in the marketing Order Guide and
their reserve capacity might be lower than expected.
SERVICE ACTION
For in-stock vehicles: Before delivering any new in-stock vehicles involved in this program, dealers
are to replace the vehicle’s certification weight label, both front coil springs, and for F-350 4X2 Twin I
Beam vehicles only perform a front wheel alignment.
(Continued on next page)
 Copyright 2021 Ford Motor Company
For sold vehicles: Customers have three options associated with this program (Refer to the Owner
Letter for more information):
1. Compensation for the equivalent value of the vehicle specification originally ordered ($125).
See Customer Waiver at the bottom of the Customer Letter.
2. Dealer to modify the vehicle to meet the original specified FGAWR of up to 7000 lbs by
replacing both front coil springs and the safety certification label at no charge to the vehicle
owner.
3. Dealer to process a refund request for a previously paid repair of front coil springs. See
Refund section below for more information.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of July 26, 2021. Dealers should repair any affected
vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification 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 2
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
OASIS ACTIVATION
OASIS will be activated on July 13, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 13, 2021.
Owner names and addresses will be available by August 13, 2021.
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
July 31, 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.
• Refunds will only be provided for the cost associated with front coil spring replacement.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
 Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
 Claim type 31: Field Service Action. The FSA number (21B42) is the sub code.
 Customer Concern Code (CCC): A99 - Administrative, mis-built
 Condition Code (CC): 38 - Wrong Part
 Causal Part Number: 5310
 Part Quantity: 0
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 the following Motorcraft chemicals or
equivalent - XL-2 High Temp Nickel Anti-Seize Lubricant and XO-5W20-QFS SAE Full
Synthetic Motor Oil.
o Program Code: 21B42
o Misc Expense: OTHER
o Amount: Actual cost up to $3.00
•
Refunds: Submit refunds on a separate repair line.
- Program Code: 21B42
- 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
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
LABOR ALLOWANCES
Description
Replace Certification Label (Includes SSSC Contact) and
Replace Both (LH/RH) Front Coil Springs
Alignment for Front Total Toe
F-350 4X2 Twin I beam Vehicles Only.
Labor Operation
Labor Time
21B42B
1.3 Hours
21B42C
0.6 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Order
Quantity
Claim
Quantity
F-450 - F-550 Monobeam Frame Only - 4X4 and 4X2
5C3Z-5310-AA
Front Coil Spring
2
2
W717718-S439
Flange Nut - Shock Absorber Lower
2
2
W500765-S439
Bolt - Shock Absorber Lower
2
2
W520214-S440
Nut - Stabilizer Link Upper
2
2
XL-2
Motorcraft® High Temperature Nickel Anti-Seize
Lubricant
XO-5W20-QFS
Motorcraft® SAE 5W-20 Full Synthetic Motor Oil
(Use on Wheel Stud Threads)
Part Number
Description
Claim as
Misc. Other
Up to $3.00 Total
Order
Quantity
Claim
Quantity
F350 Twin-I Beam Frame Only - 4X2
7C3Z-5310-ZC
Front Coil Spring - F-350 4X2 Twin-I Beam
2
2
N806085-S441
Nut - Shock Absorber Lower
2
2
N802455-S439
Fastener - Upper Spring Bracket
2
2
34992-S2
Nut - Lower Spring
2
2
W706345-S439
Bolt - Sway Bar Link Upper
2
2
W520117-S441
Nut - Sway Bar Link Upper
2
2
XL-2
Motorcraft® High Temperature Nickel Anti-Seize
Lubricant
XO-5W20-QFS
Motorcraft® SAE 5W-20 Full Synthetic Motor Oil
(Use on Wheel Stud Threads)
Claim as
Misc. Other
Up to $3.00 Total
PARTS REQUIREMENTS / ORDERING INFORMATION Continued on Next Page
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Part Number
Description
Order
Quantity
Claim
Quantity
F-350 Monobeam Frame Only - 4X4
5C3Z-5310-CA
Front Coil Spring - F-350 4X4 Monobeam
2
2
W717718-S439
Flange Nut - Shock Absorber Lower
2
2
W500765-S439
Bolt - Shock Absorber Lower
2
2
W520214-S440
Nut - Stabilizer Link Upper
2
2
XL-2
Motorcraft® High Temperature Nickel Anti-Seize
Lubricant
Claim as
Misc. Other
Up to $3.00 Total
Motorcraft® SAE 5W-20 Full Synthetic Motor Oil
(Use on Wheel Stud Threads)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
XO-5W20-QFS
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.
 Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 21B42
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
REPLACED FSA PARTS INSPECTION AND SIGN OFF (Continued)
•
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 3
CUSTOMER SATISFACTION PROGRAM 21B42
CERTAIN 2020-2021 MODEL YEAR SUPER DUTY F-350 TO F-550 AMBULANCE
AND WRECKER VEHICLES EQUIPPED WITH A 6.7L DIESEL OR 7.3L GAS ENGINE
CERTIFICATION LABEL AND FRONT SPRING MISMATCH TO ORDER GUIDE
SERVICE PROCEDURE
1. Dealers are to order a new Safety Certification label per Vehicle Identification Number (VIN), from the 		
Special Service Support Center (SSSC) BEFORE scheduling a vehicle for service.
NOTE: It may take several days for label to arrive.
NOTE: Label is VIN specific.
2. With label in hand, confirm that the VIN on the respective new label matches the VIN on the vehicle. 		
See Figure 1.
• If the VIN does not match, contact the SSSC before proceeding with this program.
SAFETY
CERTIFICATION
LABEL
2047A
FIGURE 1
NOTE: Federal Motor Vehicle Safety Standard (FMVSS) No. 567.4 requires the label be permanently 		
affixed in such a manner that it cannot be removed without destroying or defacing it. Placing one
label over another without removing the first would violate this FMVSS standard.
NOTE: Laws may vary by state and region. Concealing or misrepresenting the identity of motor vehicle 		
could be a violation of code resulting in a misdemeanor or felony punishable by imprisonment
and/or fines.
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 21B42
3. Note orientation of the label on the driver side B-pillar.
4. Using a plastic scraper, remove the Safety Certification label. See Figure 2.
NOTICE: Do NOT use a metal scraper tool, this could cause paint damage.
PLASTIC
SCRAPER ONLY
2047B
FIGURE 2
5. Using mineral spirits and a suitable clean cloth rag remove excess residue from the labels.
See Figure 3.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2047C
FIGURE 3
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021
STUD FOR
ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 21B42
6. Using a clean cloth and isopropyl alcohol remove any remaining residue left from the mineral spirits.
7. Install the new label in the same location and orientation in which it was removed on the B-Pillar.
See Figure 4.
CORRECT
ORIENTATION
INCORRECT
ORIENTATION
LABEL
FACING
OUTWARD
LABEL
FACING
INWARD
2047D
FIGURE 4
7. Refer to Dealer Bulletin Parts table for corrected spring part numbers.
8. Replace both Right Hand and Left Hand front coil springs. Please follow Workshop Manual procedures 		
in Section 204-01.
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
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 21B42
July 2021
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?
You did not receive the expected front spring gross vehicle weight rating
(FGAWR) of up to 7000 lbs on units equipped with the Ambulance or
Wrecker package that you ordered. Your vehicle’s FGAWR matches the
lower FGAWR listed on the safety certification label on your vehicle.
What is the effect?
Lower than expected FGAWR may result in reduced reserve capacity at the
front axle, depending on vehicle loading and occupants.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
three options for your choosing. You can choose only one of the three
options.
First Option: Compensation for the equivalent value of the vehicle
specification originally ordered. See Customer Waiver at the bottom of this
letter for more information.
Second Option: Your dealer will modify your vehicle to meet the original
specified FGAWR of up to 7000 lbs by replacing both front coil springs and
the safety certification label. For, F-350 4X2 vehicles only your dealer will
perform a front wheel alignment free of charge (parts and labor) under the
terms of this program.
Third Option: A refund for a previously paid repair of a front coil spring
upgrade. See Refund section below for more information.
This Customer Satisfaction Program will be in effect until July 31, 2022
regardless of mileage. 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.
 Copyright 2021 Ford Motor Company
What should you do?
Customers should consider vehicle usage, payload, and current GAWR
indicated on the drive side door panel certification sticker. The front coil
spring and label replacement are recommended for vehicles over or near
capacity.
If you plan to select the first option, compensation, see the Customer Waiver
at the bottom of this letter for more information.
If you plan to select the second option, spring replacement, please call your
dealer to schedule a service appointment for Customer Satisfaction Program
21B42. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
If you plan to select the third option, please see the section of this letter titled;
“Have you previously paid for this repair?”
If you do not already have a servicing dealer, you can access owner.ford.com
for dealer addresses, maps, and driving instructions.
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.
Have you previously
paid for this repair?
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 replacing the front coil springs. To verify eligibility and expedite
reimbursement, give your paid original receipt to your dealer before July 31,
2022. 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.
 Copyright 2021 Ford Motor Company
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
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).
Thank you for your attention to this important matter.
Ford Customer Service Division
Please detach this portion and send signed form in the return envelope provided.
OWNER INFORMATION WAIVER – CUSTOMER SATISFACTION
PROGRAM 21B42
As an alternative to a front coil spring replacement that would increase the gross axel weight rating on
your vehicle to the order guide specification, or a refund of a repair already performed, Ford Motor
Company is offering you $125 in a cash check.
To redeem this check of $125, the equivalent value of the vehicle specification originally
ordered, please sign your full name below and mail it back using the self-addressed stamped
envelope included with this letter. By singing and returning this completed form, you are opting
out of a front coil spring replacement that would increase the FGAWR on your vehicle to the
specification originally ordered.
12345678901234567
YOUR SIGNATURE
OWNER NAME
12345 TEST STREET TEST CITY, XX 12345
 Copyright 2021 Ford Motor Company