22N12 S1

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
May 26, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles Equipped with a
2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
Customer Satisfaction Program 22N12
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles Equipped with a
2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
REF:
New! REASON FOR THIS SUPPLEMENT
• Aftermarket torque converters are no longer approved for this program, Ford part number DG9Z7902-H is readily available
• Customers will be mailed a second owner letter in June 2023
• Added Attachment IV Mobile Repair Assessment
• Added Pick-up and Delivery information for Participating Dealers
• Updated Technical Instructions, Verbal Authorization needed prior to parts being ordered by SSSC
PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the flexplate, transmission fluid pump,
and torque converter for:
Until February 28, 2023 all vehicles have 100% coverage (regardless of time or mileage).
Starting March 1, 2023 the following coverages are available:
• 100% coverage – Up to 10 years of service, and 100,000 miles from the warranty start date of
the vehicle, whichever occurs first.
• 50% coverage – Up to 10 years of service, and between 100,000 and 120,000 miles from the
warranty start date of the vehicle, whichever occurs first.
This is a one-time repair program.
Coverage is automatically transferred to subsequent owners.
New! VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
Edge
2015-2018
Oakville
July 25, 2014 through September 4, 2018
Fusion
2019-2020
Hermosillo
December 8, 2017 through July 31, 2020
MKZ
2019-2020
Hermosillo
December 12, 2017 through July 31, 2020
US population of affected vehicles: 350,347. Affected vehicles are identified in OASIS.
 Copyright 2023 Ford Motor Company
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In some of the affected vehicles, a cracked flexplate may cause a rattling noise at start up and/or while
driving the vehicle. The rattling noise may vary with vehicle operation and is most apparent with
transmission in drive at idle speed. Some customers may also feel a powertrain vibration, encounter an
inability to start the engine, or experience a loss of motive power while driving.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to inspect the flexplate for cracks using a
borescope per the technical instructions. If the flexplate is cracked, the flexplate, transmission fluid pump,
and torque converter will be replaced. This service must be performed at no charge to the vehicle owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were previously mailed the week of September 12, 2022. A second owner letter will be
mailed the week of June 12, 2023. Dealers should repair any affected vehicles that arrive at their
dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Attachment IV:
Mobile Repair Assessment
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 2023 Ford Motor Company
ATTACHMENT I
Page 1 of 4
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
New! MOBILE SERVICE REPAIR ASSESSMENT LEVEL
All repairs in this program have the following assessment level.
- Not Mobile Service Capable
OASIS ACTIVATION
OASIS will be activated on August 26, 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 if the
repair was performed before the date of the Owner Notification Letter. This refund offer expires
March 31, 2023.
• 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 a cracked flexplate.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 2 of 4
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
RENTAL VEHICLES
• PASS INSPECTION: Vehicles that pass the inspection (flexplate is not cracked) are NOT
affected and are not approved for rental vehicles. Refer to the 22N12 technical instructions for
additional information.
• FAIL INSPECTION, Parts are available: Vehicles that fail the inspection (flexplate is cracked)
are pre-approved for up to two days for a comparable rental vehicle. Follow Extended Service
Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the
vehicle is at the dealership for part replacement. Prior approval for more than two rental day(s) is
required from the SSSC via the SSSC Web Contact Site.
o
•
•
If Parts are NOT available, contact SSSC for consideration and approval:
 Flexplate, transmission fluid pump, or torque converter is on back-order.
- An aftermarket torque converter may be purchased if the Ford part number
is on back-order.
 PARTS ESCALATION PROCESS (Vehicle Off Road) process has been followed
and COPIS ticket with VOR flagged has been submitted.
 Prior approval is required from the SSSC, submit contact type long-term rental for
consideration and approval if appropriate.
A ten-digit prior-approval code is required from the SSSC for rental vehicles, a new
approval code is required from SSSC every 30 days.
Follow Extended Service Plan (ESP) guidelines for dollar amounts. Prior approval is required
from the SSSC.
New! PICK-UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section
for additional details.
• All customers affected by this program have the option of complimentary Vehicle Pick-up &
Delivery service.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC08749, 2021
Lincoln Pickup & Delivery Updates. Claim any additional rental days approved by the SSSC as
instructed. Claim the difference of pre-approved days, or any additional rental days approved by the
SSSC as instructed.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 3 of 4
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
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
o Lincoln vehicles – 4 years or 50,000 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
• 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 22N12 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 22N12 is the sub code.
 Customer Concern Code (CCC): P59 = Other Automatic Transmission Troubles
 Condition Code (CC): 01 = Broken/Cracked
 Causal Part Number: 6375 = Flywheel Assembly
 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.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 4 of 4
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
•
•
•
Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under Miscellaneous Expense code
RENTAL.
o For Long-Term (greater than two days) rental, dealers will need to contact the SSSC for an
approval code.
o Dealers should submit a rental request to the SSSC using FSA Contact Type APPROVAL
REQUEST.
o If submitting a daily rental amount above guidelines, ($60 per day Ford, $72 per day Lincoln),
please provide evidence of locally higher rates.
o Use Misc. Expense Code “RENTAL” for the rental expenses.
o Use sub code 22A04 on the claim.
o The maximum number of days that can be requested on one RO line is 30 days.
o Rental extensions beyond the initial 30 day request must be submitted to SSSC for approval.
Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2
days) should be submitted on a separate line from the FSA. Refer to EFC08749, 2021 Lincoln
Pickup & Delivery Updates for details.
Refunds: Submit refunds on a separate repair line.
- Program Code: 22N12
- 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 2023 Ford Motor Company
ATTACHMENT II
Page 1 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
New! LABOR ALLOWANCES
The use of aftermarket torque converters is no longer approved, interim labor operation codes have been
deleted from the program.
Vehicles
Description
2015-2018 Edge
AWD/FWD
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection – Pass Flex Plate is not cracked
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection – Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection - Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection – Pass Flex Plate is not cracked
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection - Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection - Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection – Pass Flex Plate is not cracked
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection - Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
Follow tech instructions to confirm cracked flex plate,
Includes starter remove/install and bore scope
inspection - Flex plate is cracked
Transmission R&I, replace flex plate, transmission fluid
pump, and torque converter only
2015-2018 Edge
AWD
2015-2018 Edge
FWD
2019-2020 MKZ
AWD/FWD
2019-2020 MKZ
AWD
2019-2020 MKZ
FWD
2019-2020
Fusion
AWD/FWD
2019-2020
Fusion AWD
2019-2020
Fusion FWD
 Copyright 2023 Ford Motor Company
Labor
Operation
Labor
Time
22N12B
1.3 Hours
22N12C
10.5
Hours
22N12D
9.3
Hours
22N12E
1.9 Hours
22N12F
11.8
Hours
22N12G
10.1
Hours
22N12H
1.9 Hours
22N12J
11.7
Hours
22N12K
9.9
Hours
ATTACHMENT II
Page 2 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
LABOR ALLOWANCES (continued)
All Vehicles
without lane
departure
All Vehicles with
lane departure
All
Correct front toe (Cannot be claimed with 22N12B,
22N12E, and 22N12H)
Correct front toe (Cannot be claimed with 22N12B,
22N12E, and 22N12H)
Time allowed to submit photos of cracked flexplate
(does not close recall)
 Copyright 2023 Ford Motor Company
22N12L
0.6 Hours
22N12M
0.8 Hours
22N12ZZ
0.2 Hours
ATTACHMENT II
Page 3 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
New! PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
Parts are not yet available to repair all vehicles. Until parts are available to repair all vehicles, dealers
may only order parts and repair vehicles, which are customer-owned vehicles currently in the dealership.
• To place an order for the following parts, submit a VIN-specific Part Order contact via the SSSC
Web Contact Site - three or more photos are required:
o Door label with VIN
o Odometer showing mileage of vehicle
o Review the technical instructions and provide photos as requested for a cracked flexplate.
• All three parts should be ordered if the flexplate is cracked.
• If the flexplate is not cracked, none of the three parts will be replaced.
Order
Vehicles Part Number Description
Claim Quantity
Quantity
All
1S7Z-6375-D
Flexplate
1
1
All
9L8Z-7A103-J
Transmission Fluid Pump
1
1
1
1
Torque Converter
All
DG9Z-7902-H
Note: Aftermarket torque converters are no longer
approved for this program
This part is shipped directly from the supplier, current
stock levels are not visible in Ford Parts system.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Order the parts below through normal order processing channels:
Vehicle Line Specific Parts:
Vehicle Part Number
Description
Order
Quantity
Claim Quantity
MKZ
W717071-S450
Transmission Support Insulator Studs (MKZ)
Pack of 4, 4 required
1
4
Edge
W718507-S439
Transmission Support Insulator Bolts (Edge)
Pack of 4, 1 required
1
1
MKZ
W714878-S439
Steering Column Shaft Coupler Bolt (MKZ)
Pack of 4, 1 required
1
1
Edge
W520205-S440
Transmission Support Insulator Nuts (Edge)
Pack of 4, 4 required
1
4
MKZ
W520214-S440
Ball Joint Pinch Bolt Nuts (MKZ)
Pack of 2, 2 required
1
2
RH Halfshaft Nut (MKZ)
1
Pack of 1, 1 required
To guarantee the shortest delivery time, an emergency order for parts must be placed.
MKZ
CCPZ-3B477-C
 Copyright 2023 Ford Motor Company
1
ATTACHMENT II
Page 4 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
AWD Only Parts:
Vehicle Part Number
Order
Quantity
Claim
Quantity
Driveshaft to PTU Bolts
Pack of 3, 3 required
3
3
Description
AWD
5F9Z-4682-AA
AWD
9L8Z-1177-C
RH Halfshaft Seal (4WD) - Pack of 1
1
1
AWD
CN1Z-7H424-B
Intermediate Shaft Seal – Pack of 1
1
1
AWD
CV6Z-7086-B
PTU Compression Seal – Pack of 1
1
1
AWD
CV6Z-9450-E
Tailpipe Gasket – Pack of 1
1
1
AWD
EJ7Z-6L612-A
Catalytic Converter-To-Turbocharger Gasket
(Built On 5-Apr-2016 & Through 31-Jul-2020)
Pack of 1
1
1
AWD
W520103-S442
Tailpipe Nuts
Pack of 4, 2 required
1
2
W714265-S442
Catalytic Converter-To-Turbocharger Nuts
(Built On 5-Apr-2016 And Through 31-Jul2020) – Pack of 4, 2 required
1
2
AWD
Upper And Lower PTU Bolts (Built On 9-Jun2015 & Through 31-Jul-2020)
1
Pack of 5, 5 required
To guarantee the shortest delivery time, an emergency order for parts must be placed.
AWD
W718250-S439
5
If Needed Parts:
Vehicle Part Number
Description
Order Quantity
Claim Quantity
All
1S7Z-6A321-B
Rear main seal
– Pack of 1, 1 if required
As Required
As Required
All
W716841-S900
Dowel Pins – Pack of 4, 2 if required
As Required
As Required
All
FB5Z-6840-A
Oil Filter Adapter Gasket
– Pack of 1
As Required
As Required
All
5L7Z-7J324-A
Transmission Fluid Cooler Line Ring
– Pack of 2, 2 if required
As Required
As Required
All
5L7Z-7D285-A
Transmission Fluid Cooler Line Seals
– Pack of 2, 2 if required
As Required
As Required
All
9L8Z-7F213-A Turbine Shaft – Pack of 1
As Required
To guarantee the shortest delivery time, an emergency order for parts must be placed.
As Required
 Copyright 2023 Ford Motor Company
ATTACHMENT II
Page 5 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
Required for all vehicles:
Part Number
Description
Order
Quantity
Claim
Quantity
W500545-S439
Ball Joint Pinch Bolt – Pack of 4, 2 required
1
2
W712146-S437
Cooler Line Bolt – Pack of 4, 1 required
1
1
W716200-S437
Cooler Line Bolt Stud – Pack of 4, 1 required
1
1
BE8Z-6731-AB
Engine Oil Filter – Pack of 1, 1 required
1
1
W520102-S442
Halfshaft Bracket Nuts – Pack of 4, 2 required
1
2
BB5Z-4B422-C
LH Halfshaft Circlip – Pack of 1, 1 required
1
1
CCPZ-3B477-B
RH Halfshaft Nut – Pack of 1, 1 required
1
1
BB5Z-1S177-C
RH Halfshaft Seal – Pack of 1, 1 required
1
1
DG9Z-7G273-B
RH Halfshaft Washer – Pack of 1, 1 required
1
1
W520215-S440
Tie Rod End Nuts – Pack of 4, 2 required
1
2
W715618-S437
Torque Converter Nuts – Pack of 4, 4 required
1
4
BB5Z-7A098-E
Transmission Fluid Filter – Pack of 1, 1 required
1
1
W520214-S442
Ball Joint Pinch Bolt Nuts – Pack of 1, 2 required
2
2
9L8Z-7A248-C
Clutch Feed Seal (Large) – Pack of 1, 1 required
1
1
9L8Z-7A248-B
Clutch Feed Seals (Small) – Pack of 1, 4 required
4
4
1L5Z-6379-AA
Flexplate Bolts – Pack of 4, 6 required
2
6
4S4Z-3N324-AA
Halfshaft Bracket – Pack of 1
1
1
9L8Z-1177-G
LH Halfshaft Seal- Pack of 1
1
1
XL-2
Motorcraft High Temperature Nickel Anti-Seize Lubricant 8 0z.
1
0.13
XT-10-QLV
Motorcraft Mercon LV Automatic Transmission Fluid (12 Quarts
per repair, 12 bottles per case)
1
12
Motorcraft Metal Surface Prep Wipes
1
0.13
Motorcraft Multi-Purpose Grease Spray
1
0.13
Motorcraft SAE 5W30 Synthetic Blend Motor Oil (1 quart per
repair)
1
1
Motorcraft Threadlock 262
1
0.13
Motorcraft Threadlock And Sealer
1
0.13
Motorcraft Ultra Silicone Sealant (1 tube per repair, 1 tube
repairs two vehicles)
1
0.50
W716457-S439
Rearward And Forward Front Subframe Bolts
– Pack of 4, 4 required
1
4
W705606-S440
Stabilizer Bar Link Lower Nuts – Pack of 1
1
2
W712961-S450B Steering Column Shaft Coupler Bolt – Pack of 1
To guarantee the shortest delivery time, an emergency order for parts must be placed.
1
1
ZC-31-B
XL-5-A
XO-5W30-Q1SP
TA-26
TA-25-B
TA-29
 Copyright 2023 Ford Motor Company
ATTACHMENT II
Page 6 of 6
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
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.
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 2023 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 5
CUSTOMER SATISFACTION PROGRAM 22N12-S1
CERTAIN 2015-2018 MODEL YEAR EDGE, 2019-2020 FUSION AND MKZ
VEHICLES EQUIPPED WITH A 2.0L ECOBOOST ENGINE AND 6F35
TRANSMISSION RATTLE NOISE AT THE TRANSMISSION BELLHOUSING
AREA — FLEXPLATE CRACKS
SERVICE PROCEDURE
NOTE: Photos of the suspected crack in the flexplate are required, submit a Special Service Support 		
Center (SSSC) part order form for verbal authorization before completing this procedure.
1. With an additional technician inside of the vehicle, position the vehicle on a hoist. Please follow
Workshop Manual (WSM) Procedures in Section 100-00.
2. Start the vehicle.
3. Does the vehicle exhibit a rattle noise that has been isolated to the bellhousing?
• Rattle noise will be most noticeable on initial engine start up. A few engine start up attempts may 		
be needed.
• The use of Chassis Ears (Rotunda part number JSP06600, or equivalent), may aid in narrowing 		
down the noise to the bellhousing. Chassis ears should be placed on the transmission near the 		
bellhousing, or the stud on the starter closest to the bellhousing. See Figure 1.
• https://rotunda.service-solutions.com/en-US/Pages/ItemDetail.aspx?SKU=JSP06600
Yes - Proceed to Step 4.
No - This article does not apply. Refer to WSM, Section 100-01 for further diagnostics.
STARTER
BOLT
21324CC
FIGURE 1
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
ATTACHMENT III
PAGE 2 OF 5
CUSTOMER SATISFACTION PROGRAM 22N12-S1
4. Check for Diagnostic Trouble Codes (DTC's) that may be causing the rattle noise. Are there any DTC’s
present that could be related to a rattle noise?
Yes - This article does not apply. Refer to WSM, Section 100-01 for further diagnostics.
No - Proceed to Step 5.
5. Inspect the vehicle for possible loose or broken components near the engine or transmission that could
be causing the rattle noise. Are there any loose or broken components?
Yes - This article does not apply. Refer to WSM, Section 100-01 for further diagnostics.
No - Proceed to Step 6.
Flexplate Borescope Inspection
6. Remove the starter motor. Please follow WSM procedures in section 303-06.
7. Placing a borescope between the engine block and flexplate, inspect the flexplate for cracks near the
crankshaft. Are there any cracks present in the flexplate? See Figures 2 through 5.
NOTE: It may be necessary to rotate the engine crank to find the cracks in the flexplate.
No - Flexplate is NOT cracked. Reinstall the starter motor. Please follow WSM procedures in 		
		
section 303-06. No further action is necessary, the recall is complete.
Yes - Take a picture of the suspect flexplate and submit an SSSC part order form along with the
photo attachments for further review.
		
Proceed to Step 8 ONLY AFTER VERBAL AUTHORIZATION has been given by the SSSC
to perform FSA repair by ordering the FSA parts for the dealer.
• If approval was not granted by the SSSC, reinstall the starter motor. Please follow WSM 			
procedures in section 303-06. No further action is necessary, the recall is complete.
NOTE: Photos taken for SSSC submission need to have proper lighting and be clear to allow decision for 		
parts replacement. Photos that are blurry or that are too dark may be rejected.
NOTE: Photos may be taken with a borescope or a cell phone as required.
FLEXPLATE
ENGINE
BLOCK
INSERT
BORESCOPE
HERE
21324N
FIGURE 2
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
ATTACHMENT III
PAGE 3 OF 5
CUSTOMER SATISFACTION PROGRAM 22N12-S1
FLEXPLATE
ENGINE
BLOCK
21324P
FIGURE 3
DOES NOT PASS
INSPECTION
STUD FOR
MISSING NUT
21324CC
FIGURE 4
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PASSES
INSPECTION
PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
FIGURE 5
21324DD
STUD
FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT III
PAGE 4 OF 5
CUSTOMER SATISFACTION PROGRAM 22N12-S1
Flexplate Replacement
8. Once verbal authorization has been given by the SSSC, remove the transmission and inspect the
engine block mounting face for the presence of dowel pins. If the dowel pins are not present in
the engine block, inspect the transmission for the dowel pins. If the dowel pins are present in the
transmission, remove the dowel pins and reinstall into the engine block prior to transmission
installation. Refer to WSM, Section 307-01A.
9. Replace the torque converter, flexplate, flexplate bolts, and transmission front pump. Refer to WSM, 		
Section 307-01A for torque converter and transmission front pump replacement and Section 303-01A 		
for flexplate and flexplate bolt replacement. If dowel pins are damaged or missing, replace as needed.
10. Inspect for damage on the crankshaft pilot bore. Is there damage? See Figure 6.
Yes - Rotate the stud hole nearest to the 12 O'Clock upright position so that the damaged part 		
of the crankshaft pilot bore is at the 12 O'Clock position. This is important to ensure minimal 		
		
imbalance. Proceed to step 11. See Figure 7.
No - Proceed to Step 12.
NOTE: The flexplate can be installed in multiple positions.
CRANKSHAFT
PILOT BORE
DAMAGE
21324Q
FIGURE 6
STUD HOLE
ROTATED TO THE
12 O’CLOCK POSITION
VISIBILITY INDICATOR
FOR WHEN FLEXPLATE
IS REINSTALLED
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
21324AA
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
FIGURE 7
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT III
PAGE 5 OF 5
CUSTOMER SATISFACTION PROGRAM 22N12-S1
11. Locate the balance mark on the torque converter, and rotate the stud nearest to the 12 O'Clock 		
Position.
NOTE: The balance mark indicates the heavy side of the torque converter.
12. Install the transmission. Please follow WSM procedures in Section 307-01A.
NOTE: When tightening the torque converter nuts, rotate the nearest stud the minimal amount to the 		
window and install nut. See Figure 8.
STUD ROTATED
TO THE
12 O’CLOCK POSITION
STUD ROTATED
THE MINIMAL AMOUNT
FOR NUT INSTALLATION
21324BB
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
PLACE COPY HERE
PLACE COPY HERE
Attachment IV
Page 1 of 2
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
Mobile Service Repair Assessment
The following assessment will be used to indicate how mobile friendly a program is.
Dealer Bulletin
This system may be broken down by labor operations or models. If the program has an
inspection followed by a potential repair, then the assessment level will be broken down into an
inspection assessment level and a repair assessment level to show the mobile friendliness of
the repair on the vehicle. If the program has multiple repair options (determined by model,
model year or options) then the assessment level will also be determined by the options to show
the mobile friendliness of the repair on the vehicle.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not Mobile Service Capable
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•
– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)
Attachment IV
Page 2 of 2
Customer Satisfaction Program 22N12 – Supplement #1
Certain 2015-2018 Model Year Edge, 2019-2020 Fusion and MKZ Vehicles
Equipped with a 2.0L EcoBoost Engine and 6F35 Transmission
Rattle Noise at the Transmission Bellhousing Area – Flexplate Cracks
– Enhanced Mobile Service
• Anytime a procedure requires work under the vehicle to have a two-person
process
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock maybe required.
•
•
•
– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs
– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not Mobile Service Repair Capable
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater then 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle