21B04-S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
October 7, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 21B04 – Supplement #1
Certain 2017 through 2020 Model Year F550 Equipped with Payload Plus Upgrade
Package
Frame Rail Crack
New! REASON FOR THIS SUPPLEMENT
•
•
Technical Instructions: Updated to clarify amount of use for Rotobroach cutter.
Attachment V: Updated list of trucks that will not require bracket installation.
PROGRAM TERMS
This program will be in effect through October 31, 2022. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of October 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 to contact customers with
affected vehicles. This will help minimize the number of vehicles that may develop a frame rail crack,
which requires a more extensive repair. FSA VIN Lists are expected to be available by week of
October 25, 2021.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
F550
2017-2020
Kentucky
January 12, 2016 through May 21, 2020
F550
2017-2020
Ohio
February 17, 2016 through May 21, 2020
Affected vehicles are identified in OASIS and FSA VIN Lists.
This program includes vehicles that are used in specific vocation only, which may be particularly
affected by this condition due to duty cycle. These vocations include:
• Aerial Bucket
• Service Bodies with Hoists
• Roll-Off Wreckers
• Waste Hauler Roll-Offs
REASON FOR THIS PROGRAM
In some of the affected vehicles certain second unit body (SUB) upfits could cause stress points on
the frame rail. Over time this stress could cause a crack in the frame rail behind the cab.
© Copyright 2021 Ford Motor Company
SERVICE ACTION
Dealers are to install frame rail service kits following Technical Information in Attachment III. This
service must be performed on all affected vehicles per direction in Dealer Information Sheet,
Attachment V at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 11, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships per Dealer Information Sheet, 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
Attachment IV:
Templates
Attachment V:
Dealer Information Sheet
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 21B04 – Supplement #1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
OASIS ACTIVATION
OASIS was activated on September 24, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were made available through https://web.fsavinlists.dealerconnection.com on
September 23, 2021. Owner names and addresses will be available by week of October 25, 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
March 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 frame rail cracks.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B04 – Supplement #1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
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 21B04 is the sub code.
▪ Customer Concern Code (CCC): N59
▪ Condition Code (CC): 01
▪ Causal Part Number: 5005
▪ 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 Motorcraft High Temperature Anti Corrosion and Locally Obtained
Supplies: Motorcraft High Temperature Anti Corrosion, Anchor Lube and Rotabroach Cutter
(or equivalent)
NOTE: Misc. supplies can be used on multiple vehicles.
o Program Code 21B04
o Misc. Expense: OTHER
o Amount: $10.00
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21B04
- 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 2
Customer Satisfaction Program 21B04 – Supplement #1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Inspect Vehicle, Inspection Pass (Vehicle not equipped with
Second Unit Body per Attachment V Dealer Information
Sheet, Brackets not required)
21B04A
0.2 Hours
Installation of Upper and Lower Brackets (Cannot be
claimed with 21B04C)
21B04B
3.1 Hours
Installation of Lower Brackets Only (Cannot be claimed with
21B04C
1.6 Hours
21B04B)
The following labor ops can be combined with 21B04B or 21B04C. (Reference Attachment III page 2
and 3 for combinations) NOTE: Labor operation lettering does not match Attachment III Repair
Service Procedure lettering. Use service procedure description to match correct labor operation.
DEF Pressure Line Re-route (Diesel Only)
21B04D
0.2 Hours
Wire Harness Crush Shield Installation
21B04E
0.1 Hours
Wire Harness to Flag Stud Interference Correction
21B04F
0.1 Hours
Wire Harness Shield Contacting Fuel Tank Strap Correction
21B04G
0.2 Hours
Exhaust Hanger Modification
21B04H
0.2 Hours
MT21B04J
Up to 20 Hours
Removal and Installation of Second Unit Body (Only use if
access needed for upper bracket)
PARTS REQUIREMENTS / ORDERING INFORMATION
NOTE: 60” CA and Non 60” CA, this is referencing the measurement from cab to axle for the various
frame lengths and cab configurations. 60" from cab to axle and over 60" from cab to axle. See page 2
of technical instruction or ordering guide for further details to find frame length and which frame length
are 60CA or Non 60CA.
Order
Quantity
Claim
Quantity
Upper and Lower Bracket Kit Non 60” CA
1
1
LC3Z-5019-H
Upper and Lower Bracket Kit 60” CA
1
1
LC3Z-5019-J
Lower Bracket Kit Non 60” CA
1
1
LC3Z-5019-K
Lower Bracket Kit 60” CA
1
1
PM-13-A
Motorcraft High Temperature Anti Corrosion
Part Number
Description
LC3Z-5019-G
Obtain Locally
Anchor Cutting Lube (or equivalent)
MISC. OTHER
15mm Rotabroach Cutter (or equivalent)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 21B04 – Supplement #1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
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
Dealer Information Sheet
ATTACHMENT V
Page 1 of 3
Customer Satisfaction Program 21B04 – Supplement 1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
Service Fix – There is two type of service kits for the frame reinforcement. One with lower only
brackets, and one with upper and lower brackets. Vehicles that require service kits for this
program are aerial buckets, service bodies with a hoist, roll-off wreckers, and waste hauler rolloffs.
New! Other type of upfitted trucks not listed here will not require frame reinforcement. Such as
flat beds, stake beds, box trucks, trucks with dump bodies. Do not install brackets on trucks not
listed in this attachment. For questions and assistance, contact the Special Service Support
Center (SSSC) via the SSSC Web Contact Site.
Lower Bracket Kit Only - Aerial Buckets
© Copyright 2021 Ford Motor Company
ATTACHMENT V
Page 2 of 3
Customer Satisfaction Program 21B04 – Supplement 1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
•
Upper and Lower Bracket Kit - Roll-Off Wreckers, Waste Hauler Roll-Offs and Service
Bodies with a Hoist. For questions and assistance, contact the Special Service Support
Center (SSSC) via the SSSC Web Contact Site.
NOTE: To gain access to top of the frame with a service body installed it may have to be
removed.
© Copyright 2021 Ford Motor Company
ATTACHMENT V
Page 3 of 3
Customer Satisfaction Program 21B04 – Supplement 1
Certain 2017 through 2020 Model Year F550 with Payload Plus Upgrade Package
Frame Rail Crack
© Copyright 2021 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
CERTAIN 2017-2020 MODEL YEAR F550 SUPERDUTY VEHICLES EQUIPPED WITH
PAYLOAD PLUS UPGRADE PACKAGE — FRAME RAIL CRACKS
SERVICE PROCEDURE
NOTE: In the tech instructions and parts ordering will reference 60CA and Non 60CA for the two kits. This
is referencing the measurement from cab to axle for the various frame lengths and cab
configurations. 60" from cab to axle and over 60" from cab to axle. See page 2 for further details
to find frame length and which frame length are 60CA or Non 60CA.
NOTE: Vehicles that require service kits for this program are aerial buckets, service bodies with a hoist, 		
roll off wreckers, and waste hauler roll offs. See attachment V.
1. Identify and inspect the areas where the frame rail may exhibit signs of stress or a crack. Using 			
compressed air, clear any debris that may be on the frame rails in the area of red dashed box.
See Figure 1.
		 - Are there any signs of stress or cracks found on the frame rail?
			
Yes - Contact Special Service Support Center (SSSC).
			
No - Continue to procedure on Page 2.
NOTE: Non-60CA frame shown, 60CA frame similar. The first crossmember rearward of the cab 		
will be set further rearward on the 60CA frame.
RH SIDE
LH SIDE
FRONT OF
VEHICLE
FRONT OF
VEHICLE
2009D
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
FIGURE 1
ATTACHMENT III
PAGE 2 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
Match the vehicle’s wheel base and fuel type to the list of wheelbase configurations below to determine
the appropriate Repair Service Procedures.
NOTE: Refer to the Dealer Bulletin for the correct part numbers for the frame size on the vehicle.
NOTE: Vehicle wheelbase can be found:
• On the vehicle window sticker, which can be viewed from the OASIS pull down menu on 		
PTS, or the window sticker link in HVBOM.
• On the Vehicle Certification Label.
• By clicking the Additional Information link on OASIS, and scrolling through the Build Information.
NOTE: The Repair Service Procedures C through G below need to be performed in conjuction with 		
the replacement of the lower frame rail reinforcement brackets on certain fuel and DEF tank
configurations. These procedures can be for either the RH or LH side lower reinforcement bracket 		
replacement, please read through the procedures that pertain to your vehicles configuration.
60CA FRAMES
145" WHEELBASE VEHICLES - Regular Cab
• Gas Engine......................................................................Repair Service Procedures D, A & B
• Diesel Engine with Aft of Axle Fuel Tank and
LH Inboard Mounted Urea Tank.......................................Repair Service Procedures E, G, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures D, G, A & B
• All Other Vehicle Configurations.......................................Repair Service Procedures A & B
168" WHEELBASE VEHICLES - Super Cab
• Gas Engine......................................................................Repair Service Procedures D, A & B
• Diesel Engine with Aft of Axle Fuel Tank and
LH Inboard Mounted Urea Tank.......................................Repair Service Procedures E, G, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures D, G, A & B
• All Other Vehicle Configurations......................................Repair Service Procedures A & B
179" WHEELBASE VEHICLES - Crew Cab
• Gas Engine......................................................................Repair Service Procedures D, A & B
• Diesel Engine with Aft of Axle Fuel Tank and LH
Inboard Mounted Urea Tank............................................Repair Service Procedures E, G, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures D, G, A & B
• All Other Vehicle Configurations......................................Repair Service Procedures A & B
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 3 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
NON-60CA FRAMES
169" WHEELBASE VEHICLES - Regular Cab
• Gas Engine with Aft of Axle Fuel Tank.............................Repair Service Procedures A & B
• Gas Engine with a Mid Ship Fuel Tank............................Repair Service Procedures F, A & B
• Diesel Engine with Aft of Axle Fuel Tank..........................Repair Service Procedures C, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures C, F, A & B
192" WHEELBASE VEHICLES - Super Cab
• Gas Engine with Aft of Axle Fuel Tank.............................Repair Service Procedures A & B
• Gas Engine with a Mid Ship Fuel Tank............................Repair Service Procedures F, A & B
• Diesel Engine with Aft of Axle Fuel Tank......................... Repair Service Procedures C, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures C, F, A & B
193" WHEELBASE VEHICLES - Regular Cab
• Gas Engine......................................................................Repair Service Procedures A & B
• Diesel Engine with a Aft of Axle.......................................Repair Service Procedures C, A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures C, F, A & B
203" WHEELBASE VEHICLES - Crew Cab
• Gas Engine with a Aft of Axle..........................................Repair Service Procedures A & B
• Gas Engine with a Mid Ship Fuel Tank............................Repair Service Procedures F, A & B
• Diesel Engine with Aft of Axle Fuel Tank..........................Repair Service Procedures C A & B
• Diesel Engine with a Mid Ship Fuel Tank.........................Repair Service Procedures C, F, A & B
205" WHEELBASE VEHICLES - Regular Cab
• Gas Engine......................................................................Repair Service Procedures A & B
• Diesel Engine...................................................................Repair Service Procedures C A & B
REPAIR SERVICE PROCEDURES
A. Upper Frame Rail Reinforcement Bracket Installation..............................................Page 4
NOTE: Upper Frame Rail Reinforcement Bracket not required on Aerial Bucket Equipped Trucks.
B. Lower Frame Rail Reinforcement Bracket Installation..............................................Page 15
C. DEF Pressure Line Re-route Procedures (choose the cab type and reductant tank configuration)
					
				i. All Cabs Equipped with a LH Inboard Reductant Tank..................................Page 21
			 ii. Regular Cab Vehicles with RH Outboard Reductant Tank.............................Page 23
		
iii. Super Cab and Crew Cab Vehicles with RH Outboard Reductant Tank........Page 26
D. Wire Harness Crush Shield Installation....................................................................Page 28
E. Wire Harness to Flag Stud Interference Correction..................................................Page 29
F. Wire Harness Shield Contacting Fuel Tank Strap Correction....................................Page 30
G. Exhaust Hanger Modification...................................................................................Page 34
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 4 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
A. Upper Frame Rail Reinforcement Bracket Installation Procedure
NOTE: If equipped, the removal of the second unit body, bucket or any other component that 		
covers the upper rear frame rail section, is required prior to performing this repair. Vehicles 		
with wrecker or roll back should be able to move second unit body out of way enough to
install upper brackets.
NOTE: Upper Frame Rail Reinforcement Bracket not required on Aerial Bucket Equipped Trucks.
NOTE: This procedure is being performed on a Non-60CA frame. The 60CA frames are similar with the 		
exception of the brackets physical shape and amount of holes needed to mount the bracket to the
frame rail. The lower bracket on the 60CA frames will use a single fastener at the rear of the
bracket and will use a single flag stud to attach the bracket to the frame. The 60CA upper and
lower brackets are longer in design than the Non-60CA brackets.
NOTE: This installation procedure must be performed on both the Right Hand (RH) and Left hand 		
(LH) sides of the vehicles upper frame rail. This procedure shows the installation of the RH 		
side frame rail reinforcement bracket and is symetrical to the LH side.
NOTE: Not all of the parts in the Part Kits will be used. All unused parts of the kit can be scrapped.
1. On the RH side frame rail, locate the second set of rivet heads, rearward of the cab. See Figure 2.
NOTE: Non-60CA frame shown, 60CA frame similar. The first crossmember rearward of the cab 		
will be set further rearward on the 60CA frame.
CAB
FIRST CROSSMEMBER
REARWARD OF THE CAB
FIRST SET
OF RIVET HEADS
FRONT OF
VEHICLE
SECOND SET
OF RIVET HEADS
2009E
FIGURE 2
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 5 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Print out the RH Upper Frame Rail Bracket Template (See Attachment IV) per the 60 CA and
Non-60 CA. When printing the templates ensure that the printers Page Size is set to 'Actual size'
and Page Orientation set to 'Landscape'.
3. Cut out the two (2) larger rivet heads on the template, cut out the inner most circle by slightly folding the
template at the center line of the larger circles and cut out the half moon shape. See Figure 3.
CUT OUT BOTH
INNER CIRCLES
2009J
FIGURE 3
4. Place the template over the rivet heads, identified in Step 1, and secure the template to the frame with 		
tape. See Figure 4.
NOTE: Non-60CA frame shown, 60CA frame similar. The first crossmember rearward of the cab 		
will be set further rearward on the 60CA frame.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
FRONT OF
VEHICLE
PLACE COPY HERE
2009K
FIGURE 4
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 6 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
5. Using a center punch, mark the center of the smaller diamater circles. See Figure 5.
SECOND SET OF
RIVET HEADS
CENTER PUNCH BOTH
UPPER BRACKET
REAR TEMPLATE HOLES
2009G
FIGURE 5
6. Remove the template from the frame and apply a bead of Anchorlube G771 or equivalent. See Figure 6.
CENTER PUNCH
INDENTATIONS
STUD FOR
MISSING NUT
APPLY CUTTING
COMPOUND ON
CENTER PUNCH
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
2009L
FIGURE 6
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 7 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
7. Using a drill (set to the bits recommended drill speed) and a 15mm Rotabroach bit, such as the Hougen
or Blair 15mm High Speed Steel Annular Cutter and a Rotabroach Arbor, drill the two (2) holes that 		
were just center punched in the previous Step. See Figure 7.
NOTE: Cutting fluid, such as Anchorlube G771 or equivalent, will need to be applied several times during 		
the cutting out of these holes to prevent heat and aid in cutting. High heat will cause the bits to 		
wear prematurely.
NOTE: On dual layer frame drilling, once the drill bit has cut through the upper layer you will need to stop 		
and clear away any shavings and remove the loose piece of the upper frame in order to continue 		
drilling through the lower layer. See Figures 7 and 8.
NOTE: One RotaBroach bit, with proper use of cutting fluid, will be able to drill holes on several trucks
before needing replaced.
APPLY CUTTING
COMPOUND AS
NEEDED
ALIGN THE ARBORS
CENTERING TIP WITH
THE CENTER PUNCH
2009M
FIGURE 7
CLEAR AWAY
METAL SHAVINGS
REMOVE THE PLUG
FROM THE TOP
LAYER OF FRAME
STUD FOR
MISSING NUT
2009N
FIGURE 8
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 8 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
8. Clear away any shavings and clean the drilled holes and the frame around them, using rubbing alcohol 		
and a clean shop towel.
9. Using a small brush and Motorcraft® High Temperature Anti-Corrosion Coating (PM-13-A), apply the 		
coating in and around the holes that were just drilled, to cover any bare metal present from the drilling 		
of the holes. See Figure 9.
2009P
FIGURE 9
10. Position the upper bracket on the frame and seat the two (2) rear studs into the drilled holes.
See Figure 10.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE2009Q
COPY HERE
FIGURE 10
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 9 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
11. Use the bracket as a template to mark the front drill hole locations by;
		 a. Centering the two (2) rivet heads in the bracket rivet holes. See Figure 11.
		 b. Ensuring that the outboard edge of the bracket is flush with the frame. See Figure 11.
		 c. Clamp the bracket to the frame and center punch the front two (2) holes. See Figures 12
		 and 13.
ALIGN THE OUTBOARD
EDGE OF THE BRACKET
PARALLEL WITH THE FRAME
CENTER THE RIVET
HEADS IN THE
FRAME RAIL BRACKET
2009S
FIGURE 11
SECURE THE BRACKET
WITH A CLAMP TO THE
FRAME RAIL
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING
2009TNUT
FIGURE 12
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 10 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
CENTER PUNCH
THE FRONT TWO
BRACKET HOLES
2009R
FIGURE 13
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
10/2021
ATTACHMENT III
PAGE 11 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
12. Remove the clamp and the bracket from the frame. See Figure 10.
13. Using a drill (set to the bits recommended drill speed) and a 15mm Rotabroach bit, such as the 		
Hougen or Blair 15mm High Speed Steel Annular Cutter and a Rotabroach Arbor, drill the
two (2) holes that were just center punched in the previous Steps. See Figure 14.
NOTE: If the tool being used to drill the front hole, nearest to the cab, does not achieve the correct angle 		
to drill the hole, a right angle drill will need to be used to achieve the correct angle.
NOTE: Cutting fluid, such as Anchorlube G771, will need to be applied several times during the cutting 		
out of these holes.
NOTE: One RotaBroach bit, with proper use of cutting fluid, will be able to drill holes on several trucks 		
before needing replaced.
APPLY CUTTING
COMPOUND AS
NEEDED
ALIGN THE ARBORS
CENTERING TIP WITH
THE CENTER PUNCH
2009U
FIGURE 14
14. Clear away any shavings and clean the drilled holes and the frame around them, using rubbing 		
alcohol and a clean shop towel.
15. Using a small brush and Motorcraft® High Temperature Anti-Corrosion Coating (PM-13-A), apply the 		
coating in and around the holes that were just drilled, to cover any bare metal present from the drilling 		
of the holes. See Figure 9.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 12 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
16. Position the bracket in place on the upper frame rail.
17. Install a spacer, Part Number LC3C-5113-CA, between the upper bracket and the frame rail, one for 		
each bolt, then install front bracket to frame bolts in the front two holes and postion the front nut plate
in the frame and start the bolts into the nut plate. See Figures 15 and 16.
INSTALL THE WASHERS
BETWEEN THE BRACKET
AND THE FRAME RAIL
2009W
FIGURE 15
STUD FOR
MISSING NUT
FIGURE 16
STUD
2009V FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 13 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
18. Install the rear nuts, onto the bracket rear studs, finger tight at this time. See Figure 17.
2009X
FIGURE 17
19. Tighten all of the front and rear fasteners until almost tight, so that the bracket can still be adjusted 		
front to back and side to side.
20. With the bracket setting flush against the top of the frame, ensure that the outboard edge is flush with
the frame and the rivet heads are centered in the bracket openings. Secure the bracket to the frame
rail with a clamp. See Figures 18 and 19.
ALIGN THE OUTBOARD
EDGE OF THE BRACKET
PARALLEL WITH THE FRAME
CENTER THE RIVET
HEADS IN THE
FRAME RAIL BRACKET
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
2009S
FIGURE 18
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 14 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
SECURE THE BRACKET
WITH A CLAMP TO THE
FRAME RAIL
2009T
FIGURE 19
21. Tighten both front bolts and both rear nuts. Then remove the clamp. Figure 20 shows a fully installed 		
upper RH bracket
			
• Tighten to: 59 lb. ft (80 Nm).
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
2009Y
FIGURE 20
PLACE COPY HERE
PLACE COPY HERE
22. Repeat the 'Upper Frame Rail Bracket Installation Procedure' to the LH side upper frame rail. Then, 		
proceed to the next required Repair Service Procedure.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 15 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
B. Lower Frame Rail Reinforcement Bracket Installation Procedure
NOTE: This procedure is being performed on a Non-60CA frame. The 60CA frames are similar with the 		
exception of the brackets physical shape and amount of holes needed to mount the bracket to the
frame rail. The lower bracket on the 60CA frames will use a single fastener at the rear of the
bracket and will use a single flag stud to attach the bracket to the frame. The 60CA upper and
lower brackets are longer in design than the Non-60CA brackets. Non-60CA has double nut plate 		
on bottom.
NOTE: This installation procedure must be performed on both the Right Hand (RH) and Left Hand 		
(LH) sides of the vehicles lower frame rail. This procedure shows the installation of the RH 		
side lower frame rail reinforcement bracket and is symetrical to the LH side.
1. Using the help of an assistant, Position the lower bracket in place, up against the lower frame rail as 		
shown in Figure 21. Align the bracket to the contour of the frame.
			
			
a. Ensure that the outboard edge is flush with the outboard side of the frame rail.
b. Clamp the bracket to the frame.
NOTE: Non-60CA frame shown, 60CA frame similar. The first crossmember rearward of the cab 		
will be set further rearward on the 60CA frame.
OUTBOARD EDGE FLUSH
WITH THE FRAME RAIL
CONFORMS WITH THE
EXISTING FRAME RAIL
2009Z
FIGURE 21
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 16 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Measure from point 'a' to point 'b' and ensure that the measurement is equal to 14.25 in. (360.89 mm) 		
for Non-60CA frames and 13.25 in. (336.89mm) for the 60CA frames. If not, adjust the bracket as
needed and reclamp the bracket to the frame. See Figure 22.
NOTE: Non-60CA frame shown, 60CA frame similar.
b
a
ENSURE A DISTANCE
OF 14.25 IN. (360.89 MM) FOR
NON-60CA AND 13.25 IN. (336.89MM)
FOR THE 60CA FROM POINT
A TO POINT B
2009GG
FIGURE 22
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
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 17 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
3. Using the bracket as a template, mark the center, with a center punch, of the three (3) front bracket to 		
frame holes and two (2) rear bracket to frame rail holes. Remove the clamp and position the bracket 		
aside at this time. See Figure 23.
NOTE: The lower bracket on the 60CA frames will utilize only one (1) rear hole, not two (2) like the Non-		
60CA. These bracket will use a single fastener at the rear of the bracket and will use a single flag
stud to attach the bracket to the frame.
CENTER PUNCH THE
TWO (2) REAR HOLES
CENTER PUNCH THE
THREE (3) FRONT HOLES
2009AA
FIGURE 23
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 18 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
4. Using a drill (set to the bits recommended drill speed) and a 15mm Rotabroach bit, such as the Hougen
or Blair 15mm High Speed Steel Annular Cutter and a Rotabroach Arbor, drill the five (5) holes 		
for Non-60CA and the four (4) holes for the 60CA that were just center punched in the previous Step.
See Figure 24.
NOTE: Cutting fluid, such as Anchorlube G771, will need to be applied several times during the cutting 		
out of these holes.
NOTE: The lower bracket on the 60CA frames will utilize only one (1) rear hole, not two (2) like the Non-		
60CA, to the secure the rear of the bracket to the frame.
2009BB
FIGURE 24
5. Clear away any shavings and clean the drilled holes and the frame around them, using rubbing alcohol 		
and a clean shop towel.
6. Using a small brush and Motorcraft® High Temperature Anti-Corrosion Coating (PM-13-A), apply the 		
coating in and around the holes that were just drilled, to cover any bare metal present from the drilling 		
of the holes. See Figure 9.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 19 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
7. Position the lower bracket back in place with the rear two (2) holes aligned for Non-60CA and the four
(4) holes aligned for the 60CA , and clamp the bracket to the frame. Install the rear nut plate and the
two (2) rear fasteners as shown in Figure 25. Do Not fully tighten the fasteners at this time.
LOWER BRACKET
REAR NUT PLATE
DO NOT FULLY TIGHTEN
THE LOWER BRACKET
FASTENERS AT THIS TIME
2009CC
FIGURE 25
8. Install the lower bracket front three stud nut plate, with the three studs facing downward. (To aid in
installing the lower bracket three stud nut plate in boxed portion of frame, a magnet pick up tool can
be used to place into position.) Push the bracket upward and install all three (3) nuts. Even with the
lower bracket rear stud nuts loose, the front nut plate will still need to be worked into the lower bracket
holes, once through the frame. See Figure 26.
NOTE: The lower bracket front nut plate can be installed in any position. It is normal for the front portion of
the lower bracket to sag until all fasteners have been fully tightened.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
LOWER BRACKET
FRONT THREE STUD
NUT PLATE
PLACE COPY HERE
2009DD
FIGURE 26
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 20 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
9. Tighten the lower brackets front three (3) nuts and the rear two (2) nuts for Non-60CA or the one (1) nut
for 6CA. See Figure 27.
			
• Tighten to: 59 lb. ft (80 Nm).
2009EE
FIGURE 27
10. Figure 28 shows the fully installed right lower Frame Rail Bracket.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2009FF
FIGURE 28
PLACE COPY HERE
PLACE COPY HERE
11. Repeat the 'Lower Frame Rail Bracket Installation Procedure' to the LH side lower frame rail. Then, 		
proceed to the next required Repair Service Procedure.
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 21 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
C. Diesel Exhaust Fluid (DEF) Pressure Line Re-route
For All Non-60CA Vehicles Equipped With Left Hand Side Inboard Mounted Reductant Tank
1. Detach the two (2) DEF pressure line retainers that retain the line to the frame, under the number 		
4 crossmember as shown in Figure 29. Position the DEF pressure line aside.
NOTE: The DEF pressure line is shown in the factory installed position.
FRONT OF
VEHICLE
NUMBER 4
CROSSMEMBER
LEFT HAND FRAM RAIL
DETACH THE DEF RETAINERS
FROM THE FRAME
2009HH
FIGURE 29
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 22 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Once the LH side lower bracket has been installed, position back the DEF pressure line and attach the 		
existing front line to frame retainer to the lower bracket as shown in Figure 30. Then, remove and
discard the original rear line to frame retainer from the DEF pressure line. Then, attach the supplied
clasp retainer to the DEF pressure line and install into the rear lower bracket retainer hole as shown
in Figure 30.
FRONT OF
VEHICLE
FULLY REMOVE THE REAR
RETAINER FROM THE DEF
PRESSURE LINE
REUSE AND INSTALL THE
ORIGINAL FRONT DEF PRESSURE
LINE RETAINER TO THE LOWER BRACKET
ATTACH AND INSTALL THE REAR
DEF PRESSURE RETAINER
2009JJ
FIGURE 30
3. Proceed to the next required Repair Service Procedure.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 23 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
C. Diesel Exhaust Fluid (DEF) Pressure Line Re-route
For All Regular Cab Vehicles Equipped With Right Hand Side Outboard Mounted Reductant Tank
1. Detach the single DEF pressure line retainer from the RH lower frame as shown in Figure 31. Then, 		
completely remove and discard the retainer from the DEF pressure line.
FRONT OF
VEHICLE
DEF PRESSURE LINE
RETAINER TO FRAME
LOCATION
REDUCTANT TANK
DO NOT DISCONNECT
OR REMOVE THIS RETAINER
DEF PRESSURE LINE
2009KK
FIGURE 31
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 24 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Once the RH side lower bracket has been installed, install the supplied T clip to the lower bracket and 		
route the DEF pressure line toward the T clip and attach the T clip to the DEF pressure line with two (2)
of the supplied zip ties as shown in Figure 32.
NOTE: Figure 32 shows the different T clip locations for between the regular cab vehicles and Crew and 		
Super Cab vehicles. Holes are pre drilled on bracket for T clip, will need to drill new hole for routing
clip.
FRONT OF
VEHICLE
ORIGINAL DEF PRESSURE
LINE ROUTING
REGULAR CAB
T CLIP LOCATION
CREW AND SUPER CAB
T CLIP LOCATION
NEW DEF PRESSURE
LINE ROUTING
ATTACH THE T CLIP TO
THE LINE USING ZIP TIES
REDUCTANT TANK
2009LL
FIGURE 32
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 25 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
3. Using a drill and an 8mm (0.31 in) bit, drill a new hole location, for the new routing clip, forward of the
lower frame rail bracket. Using a small brush and Motorcraft® High Temperature Anti-Corrosion
Coating (PM-13-A), apply the coating in and around the hole that was just drilled, to cover any bare
metal present from the drilling of the hole. Then, install the supplied push pin zip tie into the new hole 		
location and position the DEF pressure line and secure in place with the zip tie as shown in Figure 33.
NOTE: The new drill hole location should be determined by positioning the DEF pressure line in its natural
relaxed position toward the frame and marking a location for the new drill hole, forward of the new		
reinforcement bracket as shown in Figure 33.
FRONT OF
VEHICLE
RELOCATE RETAINER HOLE
IN THIS LOCATION
ORIGINAL DEF PRESSURE
LINE RETAINER HOLE
NEW DEF PRESSURE
LINE ROUTING
REDUCTANT TANK
2009MM
FIGURE 33
4. Proceed to the next required Repair Service Procedure.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 26 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
C. Diesel Exhaust Fluid (DEF) Pressure Line Re-route
For All Super Cab And Crew Cab Vehicles With RH Side Outboard Mounted Reductant Tanks
1. Remove and discard the clip and zip tie from the area shown in Figure 34.
RIGHT HAND FRAME RAIL
FRONT OF
VEHICLE
DEF PRESSURE LINE
REMOVE AND DISCARD
THE CLIP AND THE ZIP TIE
REDUCTANT TANK
2009NN
FIGURE 34
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 27 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Once the RH side lower bracket has been installed, install the supplied T clip to the existing hole in the
lower reinforcement bracket and route the DEF pressure line toward the T clip and attach the T clip to
the DEF pressure line with two (2) of the supplied zip ties as shown in Figure 35.
FRONT OF
VEHICLE
NEW DEF PRESSURE
LINE ROUTING
T CLIP LOCATION
ATTACH THE T CLIP TO
THE LINE USING ZIP TIES
REDUCTANT TANK
2009PP
FIGURE 35
3. Proceed to the next required Repair Service Procedure.
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
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 28 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
D. Wire Harness Crush Shield Installation - Lower Bracket
For All 60"CA Vehicles Equipped With Gas Fuel Tank and Diesel Mid Ship Fuel Tank and One Of
The Following Wheel Bases;
1. Install a crush shield on the left hand side frame rail harness as follows;
			
			
			
			
			
			
			
			
• Remove the tie strap push pin (a) from the hole indicated in Figure 36.
• Mark the location of the push pin on the harness (b).
• Cut off the existing push pin from the harness removed in sub-step a.
• Install the provided crush shield (d) on the harness with the rear edge of the shield
aligning the mark made in second bullet point (above). See Figure 36.
• Secure both ends of the crush shield with the supplied Coroplast Tape (e).
• Install the supplied push pin zip tie in same location as the previously marked (original) 		
location on the harness (b).
e
SECURE BOTH ENDS
WITH ANTI-ABRASION TAPE
b
d
100MM LONG
CRUSH SHIELD
a
2009QQ
FIGURE 36
2. Proceed to the next required Repair Service Procedure.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 29 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
E. Wire Harness Shield To Flag Stud Interference Correction
For All 60"CA Vehicles Equipped With Left Hand Side Inboard Mounted Reductant Tank and One Of
The Following Wheel Bases;
1. For the left hand side lower frame rail bracket, the rear flag stud will contact the harness shield if not 		
raised. Raise the harness by completeing the follow steps;
			
			
			
			
			
• Position the supplied stud clips onto the studs with the zip ties side facing inboard
as shown in Figure 37.
• Secure the harness to the stud clips with the zip ties.
• Ensure that the harness shield is positioned above the flag stud and the stud clips are 		
fully seated on the studs.
LEFT HAND SIDE FRAME RAIL
TRANSPARENT VIEW
FRONT OF
VEHICLE
STUD CLIP LOCATIONS
AND INBOARD DIRECTION
WIRE HARNESS SHIELD
LOWER BRACKET REAR FLAG STUD
2009RR
FIGURE 37
2. Proceed to the next required Repair Service Procedure.
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 30 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
F. Wire Harness Shield Contacting Fuel Tank Strap Correction
For Non-60CA Vehicles Equipped With Mid-Ship Fuel Tank;
1. From the left hand side lower frame rail, remove the harness shield push pins as shown in Figure 38.
HARNESS SHIELD
PUSH PINS
MID SHIP FUEL
TANK STRAP
WIRING HARNESS
SHIELD
2009SS
FIGURE 38
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 31 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Detach the edge biter clip from the frames lower flange as shown in Figure 39.
EDGE BITER
2009TT
FIGURE 39
3. Remove the seven (7) tie straps holding the harness to the harness shield.
4. Using a suitable cutting tool, remove the edge biter clip flush with the surface of the harness
shield as shown in Figure 40.
EDGE BITER
REMOVED
REMOVE THE
EDGE BITER
STUD FOR
MISSING NUT
STUD FOR
2009UU
MISSING
NUT
FIGURE 40
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
ATTACHMENT III
PAGE 32 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
5. Reattach the shield to the harness, in the same locations as they were removed from in
Step 3, using seven (7) of the similar supplied tie straps.
6. Once the frame rail bracket has beed installed, position the middle of the harness shield under the
frame rail bracket as shown in Figure 41. Then, using two (2) of the supplied tie straps, secure the
harness shield in the same location as the push pins were removed from in Step1.
POSITION THE SHIELD
UNDER THE FRAME
RAIL BRACKET
2009VV
FIGURE 41
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 33 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
7. Using two (2) of the larger supplied tie straps, secure the harness shield to the reinforcement
bracket using the existing holes in the reinforcement bracket.
8. Ensure that the wiring harness shield has at least 9.5mm (0.37 in.) of clearence from any
contact to the mid ship fuel tank. See Figure 42.
MID SHIP FUEL TANK
9.5MM (0.37 IN.)
HARNESS SHIELD
2009WW
FIGURE 42
9. Proceed to the next required Repair Service Procedure.
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
10/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 34 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
G. Exhaust Hanger Modification Procedure
For Right Hand Side Lower Frame Rail Installation
All 60CA Diesel Vehicles Only:
1. The right hand side exhaust hanger will interfere with right hand side lower reinforcement bracket. 		
Figure 43 shows the portion of the exhaust hanger that will be removed inorder to obtain the clearance 		
needed.
FRONT OF
VEHICLE
THE PORTION OF
EXHAUST HANGER TO
BE REMOVED IN YELLOW
2009XX
FIGURE 43
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 35 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
2. Using a suitable cutting tool, cut the exhaust hanger in the location shown in Figure 44. Remove and 		
discard the cut off portion of exhaust hanger. See Figure 44.
FRONT OF
VEHICLE
CUT AND REMOVE THE PORTION
OF EXHAUST HANGER HERE
2009YY
FIGURE 44
3. Figure 45 shows the final result once the exhaust hanger portion is removed.
FRONT OF
VEHICLE
FINAL RESULT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE
COPY HERE
2009ZZ
FIGURE 45
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2021
ATTACHMENT III
PAGE 36 OF 36
CUSTOMER SATISFACTION PROGRAM 21B04-S1
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
10/2021
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
October 2021
Customer Satisfaction Program 21B04
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 installed second unit body may cause stress on the
frame rail during use. Second unit bodies with the concern are aerial bucket
trucks, service bodies with a hoist, roll-off wreckers, and waste hauler rolloffs. If you have a different second unit body attached to your truck this
program does not apply.
What is the effect?
Under certain use this stress may crack the frame rail behind the cab.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer, to inspect your truck and if needed to install frame support
brackets free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until October 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this repair is one-day depending on vehicle
configuration. 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 21B04. 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.
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
© Copyright 2021 Ford Motor Company
What should you do?
(continued)
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 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 and procedures were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to frame cracking. To verify eligibility and expedite reimbursement,
give your paid original receipt to your dealer before March 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.
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
© Copyright 2021 Ford Motor Company