23B25

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
September 20, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 23B25
Certain 2022 Model Year Mustang GT 500 and 2023 F-150 Raptor R Vehicles
Engine Valve Covers Replacement
PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Model
Vehicle
Year
Mustang GT 500
2022
F-150 Raptor R
2023
Assembly Plant
Flat Rock
Assembly
Dearborn
Build Dates
October 21, 2021, through November 9, 2022
April 29, 2022, through March 9, 2023
US population of affected vehicles: 4,240. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if
required. See the EXCESS STOCK RETURN details in Labor Allowances and Parts Ordering
Information for more information.
NOTE: The following Special Service Message (SSM) includes the same component replacements as
contained in this FSA:
• SSM 51811
Therefore, 23B25 will be closed automatically when repairs for the SSM are performed.
REASON FOR THIS PROGRAM
Some of the affected vehicles may exhibit an engine valve cover oil leak around the spark plug wells
caused by excessive movement of the spark plug seals.
SERVICE ACTION
Dealers are to replace the engine valve covers. This repair 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 October 2, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
© Copyright 2023 Ford Motor Company
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pickup and Delivery Record
• 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
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
Administrative Information
Page 1 of 3
Customer Satisfaction Program 23B25
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on September 20, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
20, 2023. Owner names and addresses will be available by October 20, 2023.
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 that 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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded/salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles should not be required for this program. If you have a unique owner circumstance or
multiple programs, a rental vehicle may be approved. Please contact the SSSC via the SSSC Web
Contact Site.
© Copyright 2023 Ford Motor Company
Administrative Information
Page 2 of 3
Customer Satisfaction Program 23B25
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.
PICK-UP AND DELIVERY- Non-participating Dealers
Dealers not participating in the 2023 Remote Experience Program for Pick-up & Delivery are
authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up & delivery
services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation.
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 FSAs / 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 before 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
▪ Sub Code: 23B25
▪ Customer Concern Code (CCC): L65 Engine Leaks Oil
▪ Condition Code (CC): D8 Failed Gasket/Seal
▪ Causal Part Number: 6582, 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.
© Copyright 2023 Ford Motor Company
Administrative Information
Page 3 of 3
Customer Satisfaction Program 23B25
•
•
•
Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with the same claim type and subcode as described in the
Claim Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
Pickup & Delivery:
o Dealers participating in the Remote Experience Program –
▪ Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
▪ Dealers are authorized to claim one-half labor hour per repair for vehicle pickup and delivery services.
▪ Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order
documentation.
Additional parts not listed in the parts section: Additional parts such as RTV sealant may
be submitted on the same repair line on which the FSA is claimed.
o Program Code: 23B25
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $25
© Copyright 2023 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B25
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
23B25B
1.6 Hours
Replace both engine valve covers – Mustang GT 500
without Track Pack
23B25C
3.5 Hours
Replace both engine valve covers – Mustang GT 500 with
Track Pack
23B25D
3.8 Hours
23B25PP
0.5 Hours
Replace both engine valve covers – F-150 Raptor R
Vehicle Pick-up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle pickup/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.
PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity
Claim
Quantity
Valve Cover - RH
1
1
Valve Cover - LH
1
1
Part Number
Description
KR3Z-6582-G
KR3Z-6582-E
NR7Z-6758-A
PCV Hose – F-150 Raptor R only
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 the latest prices, refer to DOES II.
© Copyright 2023 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 23B25
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 by 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
The excess stock returned for credit must have been purchased from the Ford Customer Service
Division by 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
dealer’s 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.). Please
visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List information.
•
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 of 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 identified on the Repair Order. If multiple FSAs 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
Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
23B25
MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY
RECORD
VIN ____________________________ received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 23B25 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up
– Date: _______________
☐ Delivery
– Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date
Mobile Service Repair Assessment
Page 1 of 2
Customer Satisfaction Program 23B25
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within Attachment I of the dealer bulletin a mobile service repair assessment level(s) will be
provided. These assessment levels have been determined using the amount of time, equipment
and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
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)
Mobile Service Repair Assessment
Page 2 of 2
Customer Satisfaction Program 23B25
– Enhanced Mobile Service
A two-person process is required anytime a procedure requires work under the
vehicle
• 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 may be 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 a Mobile Service Repair
• 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 than 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
TECHNICAL INSTRUCTIONS
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 23B25
CERTAIN 2023 MODEL YEAR F-150 RAPTOR R AND 2022 MODEL YEAR
MUSTANG GT 500 VEHICLES — ENGINE VALVE COVERS REPLACEMENT
SERVICE PROCEDURE
NOTICE: During engine repair procedures, cleanliness is extremely important. Any foreign 		
material, including any material created while cleaning gasket surfaces, that enters
the oil passages, coolant passages or the oil pan, can cause engine failure.
1. Remove and replace the Valve Cover Left Hand (LH) and the Valve Cover Right Hand (RH). Follow 		
Workshop Manual (WSM) Proceudres in Section 303-01F (Raptor R) or 303-01C (Mustang GT 500).
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 © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2023