21R02

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 4, 2022
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that
have been Replaced
Rear Toe Link Inspection/Replacement
Safety Recall 21S43 – Supplement #1
Dated February 18, 2022
Customer Satisfaction Program 22N01
Dated February 18, 2022
REF:
REF:
PROGRAM TERMS
There are no mileage or time limits for this program.
Customers that complete the 21R02 repair prior to July 31, 2023 will be eligible for a one-time
replacement of the wheel knuckles (if needed). The eligibility for the one-time replacement of the
wheel knuckles (if needed) is for six (6) months from the Repair Order date of 21R02. Please refer to
Customer Satisfaction Program 22N01 for details.
Note: It will take 3-4 business days after 21R02 claim submission for 22N01 to show as an active
program in OASIS.
AFFECTED VEHICLES
Vehicle
Explorer
Model Year
Assembly Plant
Build Dates
2011-2013
Chicago
October 8, 2010 through September 2, 2012
Affected vehicles are identified in OASIS and FSA VIN Lists.
Vehicles originally sold in, or currently registered in the high corrosion states listed below are covered
under program 21S43:
Connecticut
Kentucky
Minnesota
Ohio
West Virginia
Delaware
Maine
Missouri
Pennsylvania
Wisconsin
In the United States
Illinois
Indiana
Maryland
Massachusetts
New Hampshire
New Jersey
Rhode Island
Vermont
District of Columbia
Iowa
Michigan
New York
Virginia
REASON FOR THIS REGIONAL PROGRAM
Under Safety Recall 21S43, some of the affected vehicles that have had one (or both) rear wheel
knuckle(s) replaced and were sold or operated in certain traditional corrosion areas where road salt is
used extensively during winter months, may experience a seized toe link ball joint resulting in a
fracture of the outboard section of the rear suspension toe link. A seized toe link ball joint can
increase bending stresses in the toe link outboard of the turnbuckle. Rear toe link fracture while
driving could result in unusual vehicle handling characteristics, or difficulty controlling the vehicle, and
may increase the risk of a crash.
 Copyright 2022 Ford Motor Company
For 21R02, owners will be instructed to request a repair under this regional program if their vehicle is
located in a high corrosion area (listed above), if the owner intends to operate their vehicle in a high
corrosion area, or if they have concerns relating to their rear toe links.
NOTE: Vehicles identified as originally sold, or currently registered in high corrosion areas are
included in Safety Recall 21S43 and can be identified in OASIS.
SERVICE ACTION
Dealers are to inspect the rear toe link bushing to see if it has been replaced. If the toe link bushing
has been replaced with a ball joint, dealers are to replace both rear suspension toe links, check
alignment, and adjust rear toe. This service must be performed on all affected vehicles at no charge to
the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 28, 2022. 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
Attachment IV:
Use of Aftermarket Ball Joints/Bushings
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,
Stacy L. Balzer
 Copyright 2022 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been
Replaced
Rear Toe Link Inspection/Replacement
OASIS ACTIVATION
OASIS will be activated on November 4, 2022.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Ford has not issued instructions to stop selling/delivering or driving used vehicles under this
regional program.
• If a customer’s vehicle exhibits fractured rear toe links or if owners are concerned about the
toe links in their vehicles, they may request repairs under this regional program.
• Owners can continue to safely drive their vehicles.
STOCK VEHICLES
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 program.
OWNER REFUNDS
• This regional program must still be performed, even if the owner has paid for a previous
repair. Claiming a refund will not close the program on the vehicle.
• 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, 2023.
• Owners are directed to seek reimbursement through authorized dealers or, at their option,
directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121-6251.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the end date specified in the reimbursement
plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with rear suspension toe link
replacement due to fracture.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
 Copyright 2022 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been
Replaced
Rear Toe Link Inspection/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
21R02 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: 21R02
- 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 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been
Replaced
Rear Toe Link Inspection/Replacement
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Inspect toe link to knuckle connection. Vehicle is not
equipped with rear toe link ball joints on EITHER rear
knuckle. – This labor operation will CLOSE this FSA.
21R02B
0.3 Hours
Replace both rear suspension toe links. – This labor
operation should only be used if the vehicle is equipped with
a toe link ball joint on EITHER side.
21R02C
0.4 Hours
Check alignment and, if necessary, adjust rear toe – Claim
this labor operation with 21R02C
21R02D
0.6 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
DB5Z-5A972-T
DB5Z-5A972-U
Description
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
Rear Toe Link Kit – See
affected Engine and
AWD/FWD detail
Engine
AWD/FWD
3.5L TiVCT
3.5L GTDI
AWD
3.7L DOHC
3.7L DOHC
FWD
2.3L GTDI
AWD
2.3L GTDI
2.0L GTDI
FWD
Order
Quantity
Claim
Quantity
1
1
1
1
3.5L TiVCT
Note: The rear toe link kits contain the parts necessary to replace the toe links on both sides of the
vehicle
Order your parts 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.
 Copyright 2022 Ford Motor Company
ATTACHMENT II
Page 2 of 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been
Replaced
Rear Toe Link Inspection/Replacement
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 2022 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 3
REGIONAL PROGRAM 21R02
CERTAIN 2011-2013 MODEL YEAR EXPLORER VEHICLES — REAR SUSPENSION
TOE LINK REPLACEMENT
SERVICE PROCEDURE
WARNING: Suspension fasteners are critical parts that affect performance of vital components
and systems. Tighten fasteners as specified. Measure the distance from the center of the wheel
hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before
disassembly. When securing the new toe link, it must be secured at the previously measured ride
height.
WARNING: Tighten the suspension bushing fasteners with the suspension supported at ride
height or with the weight of the vehicle resting on the wheels and tires, otherwise toe link and
bushing damage may occur.
NOTE: This recall is to be performed on both the right rear and the left rear suspension.
NOTE: It is recommended to perform this entire procedure on an alignment rack.
1. Position the vehicle on an alignment rack. Please follow the WSM procedures in Section 100-02.
2. Inspect the rear toe link at BOTH rear wheel knuckles to determine if the knuckle is equipped with a ball
joint or bushing. A ball joint can be identified by both a rubber moisture seal covering the connecting 		
joint and the ball joint sleeve extending past the surface of the wheel knuckle. See Figure 1.
		 If either real wheel knuckle is equipped with a ball joint - Proceed to Step 3.
		 If both rear wheel knuckles are equipped with a bushing - This recall does not apply.
BALL JOINT
RUBBER
MOISTURE SEAL
SLEEVE IS EVEN
WITH KNUCKLE
BUSHING
NO RUBBER
MOISTURE SEAL
FIGURE 1
CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2022
SLEEVE EXTENDS
PAST THE KNUCKLE
21493A
ATTACHMENT III
PAGE 2 OF 3
REGIONAL PROGRAM 21R02
3. Using a jack stand, raise the rear of the vehicle by lifting the lower coil spring leaf. See Figure 2.
1861A
FIGURE 2
4. Remove both rear tires. Please follow the WSM procedures in Section 204-04A.
5. Remove and discard both rear toe links. See Figure 3.
1. Remove and discard the toe link-to-wheel knuckle bolts and nuts.
2. Remove and discard the toe link-to-subframe bolt and remove the toe links.
1
STUD FOR
MISSING NUT
2
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
20164B
CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2022
FIGURE 3
ATTACHMENT III
PAGE 3 OF 3
REGIONAL PROGRAM 21R02
NOTE: Do not torque the fasteners at this time.
5. Install the new toe links by reversing the removal procedure. See Figure 3.
• Only hand tighten the inboard fastener and snug the outboard retainer at this time.
6. Install both rear tires. Please follow the WSM procedures in Section 204-04A.
7. Lower the vehicle onto the alignment rack with the rear adjustment rack slip plates loose.
8. Tighten the inboard rear toe link bolts on both sides.
• Torque: 111 lb.ft (150 Nm)
9. Set the tire pressure and perform an alignment and tighten the outboard bolt and nut on both sides.
This completes the recall.
• Torque: 111 lb.ft (150 Nm)
NOTE: the ball joint side of the new toe link has a slot that is used for the alignment process.
See Figure 4.
SLOTTED HOLE FOR
REAR TOE ADJUSTMENT
NEW REAR TOE LINK
BALL JOINT END
FRAME END
20164A
FIGURE 4
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
11/2022
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT IV
Page 1 of 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced
Rear Toe Link Inspection/Replacement
Recommended Repair:
If 2011-2019 Ford Explorers or PIU vehicles require service of the rear wheel knuckle and/or rear wheel
knuckle bushings, the recommended repair is to replace the affected rear wheel knuckle (5B758/9) as
an assembly only. Refer to WSM, Section 204-02, and the Ford Service Parts Catalog as needed.
Issue:
Ford has received reports of toe link failures on customer vehicles after the installation of non-OEM
cross-axial ball joints (aka bushings) in the rear wheel knuckle. Installation of aftermarket bushings
rather than replacement of the rear wheel knuckle assembly is not recommended, as this may limit the
movement of the joint and cause stress on the toe link. In the reports that Ford received, the toe links
failed shortly after installation of an aftermarket bushing installed by the dealership.
Dealerships may have serviced rear wheel knuckles, including use of aftermarket bushings, as part of
preventive maintenance. These inspections and maintenance services sometimes took place as a
separate customer paid repair when the vehicle was being serviced for the following FSAs: 19S17,
17G01, 16S18. Because these repairs would occur as a customer paid repair directly to the dealership
and not submitted to Ford for reimbursement, Ford does not have a record of how many of these
repairs may have occurred.
Dealership Actions:
If your dealership performed repairs on the rear suspension of 2011-2019 Ford Explorers or PIU
vehicles and installed aftermarket bushing(s) in the rear wheel knuckle instead of replacing the
complete rear wheel knuckle assembly (at any time), you should identify all of the vehicles repaired with
the aftermarket bushing(s), contact the customer, and replace the rear wheel knuckle as an assembly.
Failure to do this may result in a toe link fracture. A fractured rear toe link will cause a sudden change
in vehicle handling and increase the risk of a crash.
 Copyright 2022 Ford Motor Company
ATTACHMENT IV
Page 2 of 2
Regional Program 21R02
Certain 2011 - 2013 Model Year Explorer Vehicles with Rear Wheel Knuckles that have been Replaced
Rear Toe Link Inspection/Replacement
 Copyright 2022 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
November 2022
Regional Program Notice 21R02
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?
Vehicles exposed to a corrosive environment where road salt is used
extensively during winter months, could experience a seized rear
suspension toe link ball joint resulting in a fractured rear suspension toe link.
While your vehicle was originally built with rear toe link bushings, it is
possible that rear toe link ball joints susceptible to seizing were subsequently
installed on your vehicle during rear suspension service (toe link or knuckle
replacement) performed either by a Ford dealership, a private party or
independent repair facility.
Our records show that your vehicle is not registered in an area where road
salt is used extensively during the winter months. No action is necessary on
your part unless one of the following situations is true.
•
•
•
Your vehicle is located in a high corrosion area where road salt is
used extensively during the winter months.
You intend to operate your vehicle in a high corrosion area.
You have concerns related to your rear toe links.
What is the effect?
A seized toe link ball joint can cause a rear toe link fracture. Rear toe link
fracture while driving could result in unusual vehicle handling characteristics,
or difficulty controlling the vehicle, and may increase the risk of a crash.
What will Ford and
your dealer do?
Ford Motor Company has authorized your dealer to install updated rear toe
links free of charge (parts and labor) under the terms of 21R02.
Additionally, for customers who receive the updated rear toe links under
program 21R02 prior to July 31, 2023 and subsequently have a knocking
noise coming from a rear suspension toe link ball joint. Ford Motor Company
will provide a no-cost, one-time repair to both toe link ball joints under
 Copyright 2022 Ford Motor Company
customer satisfaction program 22N01. Eligibility will expire six (6) months
from the Repair Order date of 21R02.
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.
What should you do?
If any of the following situations apply to you, please call your dealer without
delay to schedule a service appointment for Regional Program 21R02.
• Your vehicle is located in a high corrosion area where road salt is
used extensively during the winter months.
• You intend to operate your vehicle in a high corrosion area.
• You have concerns related to your rear toe links.
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
ford.com/support 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.
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.
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 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 rear toe link replacement due to fracture. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 31, 2023. 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
 Copyright 2022 Ford Motor Company
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: ford.com/support
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
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM - 11:00PM
and Saturday 7:00AM – 5:00PM (Eastern Time).
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2022 Ford Motor Company