20N04-S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
June 10, 2022
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 20N04 – Supplement #1
Certain 2017 through 2019 Model Year F250/350 4x4 and all F450/550 Vehicles
Steering Linkage Damper Replacement
REF:
Customer Satisfaction Program 20N04
Dated: April 30, 2020
TSB 19-2392
New! REASON FOR THIS SUPPLEMENT
• Owner Notification: Some owners of affected vehicles were not included in original mail
notifications. Owner notifications are being mailed to these owners, advising their vehicle is
included in the program.
New! PROGRAM TERMS
This program extends the warranty coverage of the steering linkage damper to 7 years of service or
100,000 miles from the warranty start date of the vehicle, whichever occurs first.
This is a one-time repair program.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage
will last through October 31, 2020. Owners of vehicles not included in the original mail notification,
receiving a letter with their printed VIN, and dated June 2022, will have extended warranty coverage
through December 31, 2022.
Coverage is automatically transferred to subsequent owners.
Note: Prior to December 31, 2022, if the customer doesn’t have a June 2022 notification letter and
their vehicle is beyond 7 years of service or 100,000 miles from the warranty start date, contact the
SSSC to verify if the VIN was in the June 2022 mailings.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
F-250 – F-550
2017-2019
Kentucky Truck
October 8, 2015 through November 3, 2019
F-250 – F-550
2017-2019
Ohio
February 5, 2016 through November 13, 2019
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, customers may experience sustained steering wheel oscillation after
hitting rough pavement or an expansion joint at speeds typically above 45 mph (72 Km/h).
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the steering linkage damper. This
service must be performed at no charge to the vehicle owner.
 Copyright 2022 Ford Motor Company
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters started mailing the week of May 11, 2020. Owners of vehicles not mailed in the original
notifications will begin mailing the week of June 20, 2022. Dealers should repair any affected vehicles
that experience steering wheel oscillation, 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
Society (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 20N04 – Supplement #1
Certain 2017 through 2019 Model Year F250/350 4x4 and all F450/550 Vehicles
Steering Linkage Damper Replacement
OASIS ACTIVATION
OASIS was activated on September 30, 2020.
Note: Prior to December 31, 2022, if the customer doesn’t have a June 2022 notification letter and
their vehicle is beyond 7 years of service or 100,000 miles from the warranty start date, contact the
SSSC to verify if the VIN was in the June 2022 mailings.
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.
New! 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
October 31, 2020. Owners of vehicles not included in the original mail notification, receiving a
letter with their printed VIN, and dated June 2022, will have until December 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 of the steering linkage damper and labor to install it.
Additional parts and labor are not authorized for refund.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
 Copyright 2022 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 20N04 – Supplement #1
Certain 2017 through 2019 Model Year F250/350 4x4 and all F450/550 Vehicles
Steering Linkage Damper Replacement
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, select claim type 31: Field Service Action. The FSA number
20N04 is the sub code.
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: 20N04
- 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 20N04 – Supplement #1
Certain 2017 through 2019 Model Year F250/350 4x4 and all F450/550 Vehicles
Steering Linkage Damper Replacement
LABOR ALLOWANCES
Description
Replace Steering Linkage Damper
Labor Operation
Labor Time
20N04B
0.4 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Order
Quantity
Claim
Quantity
KC3Z-3E651-G
Steering Linkage Damper
1
1
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
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.
 Copyright 2022 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 20N04-S1
CERTAIN 2017 THROUGH 2019 MODEL YEAR F250/350 4X4 AND F450/550
VEHICLES — STEERING LINKAGE DAMPER EXTENDED COVERAGE
SERVICE PROCEDURE
NOTICE: Suspension fasteners are critical parts that affect the performance of vital components 			
and systems. Failure of these fasteners may result in major service expense. Use the
		 same or equivalent parts if replacement is necessary. Do not use a replacement part of
		 lesser quality or substitute design. Tighten all fasteners as specified in the WSM.
1. If a customer reports steering oscillation, replace the steering linkage damper. Please follow the 		
Workshop Manual (WSM) procedures in Section 211-03.
NOTE: If inspecting the steering drag link and tie rods, by design there will be 1-2 mm of vertical 			
movement when pushing on or rotating the drag link and tie rod ends. This movement is 			
characteristic due to the internal spring design and parts should not be replaced for this normal 		
		 condition. Refer to the WSM procedures in Section 211-03 for additional information.
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 © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022

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