21M08

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
May 20, 2022
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 21M08
Certain 2021-2022 Model Year F-150 Vehicles Equipped with a Power Release
Tailgate - Unintended Tailgate Opening
PROGRAM TERMS
This program provides a no-cost repair (if needed) to the power release tailgate feature for 10 years of
service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This program may be used multiple times as long as the vehicle is within time and mileage limits of
the program. Once the program has expired, Service Part Warranty (SPW) and Extended Service
Plan (ESP) may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
February 28, 2023.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
F-150
2021-2022
2022
Build Dates
Dearborn
January 10, 2020 through November 5, 2021
Kansas City
February 12, 2020 through October 20, 2021
Rouge
October 15, 2021 through October 19, 2021
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST REPAIR
In the affected vehicles, some customers report experiencing an unintended tailgate opening and may
have previously serviced their vehicle for this concern. Ford has developed an enhanced remedy for
customers who may want this enhanced repair performed on their vehicle.
SERVICE ACTION
A dealer bulletin supplement will be provided to dealers late 3rd quarter when it is anticipated that
parts ordering information and full repair instructions will be available to support completion of this
customer satisfaction program.
If a vehicle included in Field Service Action (FSA) 21M08 has sustained damage to the tailgate due to
an unintended tailgate opening, please refer to the claiming instructions for related damage.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters informing vehicle owners of the customer satisfaction program are expected to be
mailed the week of June 13, 2022.
 Copyright 2022 Ford Motor Company
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances
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 2022 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21M08
Certain 2021-2022 Model Year F-150 Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
OASIS ACTIVATION
OASIS will be activated on May 20, 2022.
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
Vehicles with cancelled warranties are not eligible for this service action.
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program.
Refund eligibility will continue until the expiration date is established and published in the full
dealer bulletin due later this year.
• 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 repairs associated with unintended
tailgate opening.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
RELATED DAMAGE PHOTO SUBMISSION
Ford requires photos for any related damage claims associated with this program.
Please submit an Approval Request to the SSSC Web Contact Site containing clear photos of the VIN
and all related damage, including the component(s) that contacted the vehicle, for approval
consideration.
 Copyright 2022 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21M08
Certain 2021-2022 Model Year F-150 Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
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, SSSC approval is still
required.
• 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
• Note: All repairs for this program should be claimed using the claim entry direction below
regardless if the vehicle is still under the New Vehicle Limited Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 21M08 if vehicle is still within time and mileage limits.
• 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 (21M05) is the sub code.
 Customer Concern Code (CCC): L07 – Ext. Door Lock Controls-Power
 Condition Code (CC): 42 – Does Not Operate Properly
 Causal Part Number: 9C888 – Tailgate Switch
 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21M08
- 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 2022 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 21M08
Certain 2021-2022 Model Year F-150 Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
LABOR ALLOWANCES
Description
Time allowed to submit photos for related damage claims
Labor Operation
Labor Time
21M08ZZ
0.2 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
A dealer bulletin supplement will be provided to dealers late 3rd quarter when it is anticipated that
parts ordering information and full repair instructions will be available to support completion of this
customer satisfaction program.
 Copyright 2022 Ford Motor Company