23M01

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
January 9, 2024
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 23M01
Certain 2015-2019 Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter (DPF)
PROGRAM TERMS
This program provides a no-cost replacement of the diesel particulate filter (DPF) for 11 years of
service or 120,000 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 the time and mileage limits
of the program. Once the program has expired, SPW and ESP may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
January 31, 2025.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Ford Transit
2015-2019
Kansas City
Build Dates
17-Jan-2014 through 24-Oct-2019
US population of affected vehicles: 28,008. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST REPAIR
In some of the affected vehicles, unmetered exhaust hydrocarbons and/or high exhaust temperatures
may cause the DPF to fail, and Diagnostic Trouble Code (DTC P2002) will be set, illuminating the
Malfunction Indicator Light (MIL).
SERVICE ACTION
If an affected vehicle has an illuminated MIL with corresponding DTC P2002, dealers are to replace
the DPF. This service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of February 5, 2024. Dealers should repair any
affected vehicles that experience DTC P2002, whether or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Information
• Mobile Service Repair Assessment
• Owner Notification Letters
 Copyright 2024 Ford Motor Company
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 2024 Ford Motor Company
Administrative Information
Page 1 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
All repairs in this program have the following assessment level.
- Not Mobile Service Eligible
OASIS ACTIVATION
OASIS will be activated on January 9, 2024.
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
Title branded, salvaged vehicles and vehicles with canceled warranty coverage are eligible for this
program unless emission coverage is explicitly canceled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTIES CANCELLED INCLUDING EMISSIONS
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, 2024.
•
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 replacing the DPF.
RENTAL VEHICLES
Dealers are pre-approved for up to one day for a 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 one rental day is required from the
SSSC via the SSSC Web Contact Site.
 Copyright 2024 Ford Motor Company
Administrative Information
Page 2 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
ALTERNATIVE TRANSPORTATION
If a customer is unable or does not wish to rent a vehicle but still requires transportation, the rental
reimbursement allowance can be used for alternative transportation. Alternative transportation is
approved for $100 per day for both Ford and Lincoln customers. The dollar-per-day allowance can be
cumulative across multiple rides per day (e.g. ride to work $20 and ride home $24).
• Alternative transportation reimbursement can be claimed for both short-term and long-term
scenarios.
•
Any amount more than the cost-per-day limits will be the customer’s responsibility.
•
The customer will need to pay upfront and provide proof of payment to the dealer.
•
Dealers will then need to submit for reimbursement following the Rental Vehicle
Reimbursement Process and then refund the customer.
Examples of alternative transportation:
• Taxi
• Public Transportation - Subway, Train, or Bus
• Rideshare alternatives (Uber, Lyft, etc.)
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 emissions 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 – 5 years or 50,000 miles
• For vehicles outside emissions warranty coverage, submit an Approval Request to the SSSC
Web Contact Site before completing the repair.
 Copyright 2024 Ford Motor Company
Administrative Information
Page 3 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
CLAIMS PREPARATION AND SUBMISSION
• Note: All repairs for this program should be claimed using the claim entry direction below even
if the vehicle is still under the Emissions Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 23M01 if the 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
 Sub Code: 23M01
 Customer Concern Code (CCC): E29
 Condition Code (CC): 42
 Causal Part Number: 9U433 qty. of 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 the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under the Miscellaneous Expense code
RENTAL.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 23M01
- 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 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Check for DTC P2002, if present, Replace DPF per shop
manual
Service #
CK4Z-5H270-A* = 2015
GK4Z-5H270-A* = 2016-2019
Perform two manual regens with 10 minute soak in-between
23M01B
4.9 hours
Extra time for removing running boards (if equipped)
23M01C
0.3 hours
Vehicles without Lane Departure-Check and correct front toe
23M01D
0.8 hours
Vehicles with Lane Departure-Check and correct front toe
23M01E
1.2 hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Special Program Part Ordering:
To place an order for the DPF submit a Special Program order in the DOW system. SSSC contact is
not required to order K-Coded parts on this program. More information can be found in EFC
10642.
Part Number
CK4Z-5H270-A* = 2015
Description
Order
Quantity
Claim
Quantity
DPF 2015 model year only
1 as
required
1 as
required
GK4Z-5H270-A* = 20161 as
1 as
DPF 2016-2019 model year only
2019
required
required
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
 Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
Order the parts below through normal order processing channels:
Part Number
Description
Order
Quantity
Claim
Quantity
W711137-S442
Steering Column Shaft-bolt
1
1
W702449
Lower Load Path Bar-rear bolt
4
4
W500634
Lower Load Path Bar-front bolt
8
8
W711076-S442
Lower Ball Joint Nut
2
2
W505275-S442
Front Stabilizer Bar Bracket-bolts
4
4
W717354-S442
Front Stabilizer Bar Bracket/shield stud
1
1
W718943-S439
Front Subframe-rearward bolts
2
2
BK2Z-00812-A
Steering Gear-mounting bolts
3
3
W520514-S440
Particulate Filter Assembly-nuts
3
3
CK4Z-9450-A
Gasket-A
1
1
CK4Z-9450-B
Gasket-B
1
To guarantee the shortest delivery time, an emergency order for parts must be placed.
1
DEALER PRICE
For the 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 by all applicable local, state, and federal environmental protection and hazardous
material regulations.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
 Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 3 of 3
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
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 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 2024 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 23M01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
February 2024
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?
Although your vehicle’s Diesel Particulate Filter (DPF) is likely functioning
normally, we are pleased to let you know Ford Motor Company is offering a
repair if the DPF requires replacement within certain time and vehicle
mileage limitations.
What is the effect?
On your vehicle, the DPF may become damaged due to hydrocarbon
contamination. The Malfunction Indicator Light (MIL) in your dashboard
may illuminate. If required, replacement of your vehicle’s DPF is available.
This repair is available for a total of 11 years or 120,000 miles from the
warranty start date, whichever occurs first.
If your vehicle has already exceeded either time or mileage limits listed
above, this repair offer will last through February 28, 2025. This Program is
automatically transferred to subsequent owners.
What will Ford and
your dealer do?
If your vehicle requires replacement of the DPF and your vehicle is within
the indicated time/mileage limitations, Ford Motor Company has authorized
your dealer to replace the DPF free of charge (parts and labor).
How long will it take?
If the component mentioned above requires replacement, the time needed
for this repair is less than one day. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.
Additional time may be required to allow the engine to cool before
performing this repair. In addition, your vehicle may require an inspection to
determine if parts need to be ordered.
 Copyright 2024 Ford Motor Company
VEHICLE SALE NOTIFICATION FOR 23M01
If you no longer own this vehicle and do not know the current owner, no further action is required.
□ I no longer own this vehicle. Vehicle has been sold/transferred to:
Name
Address Number
Street
City
State
Zip
What should you do?
Please keep this letter as a reminder of the repair offer for your DPF. If the
DPF requires replacement, and your vehicle is within the indicated
time/mileage limitations, you may provide your dealer with the VIN of your
vehicle to schedule a service appointment for Customer Satisfaction
Program 23M01. The VIN 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.
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 paid to have this service done before the date of this letter, you may
be eligible for a refund. Refunds will only be provided for services related to
the repair described. To verify eligibility and expedite reimbursement, give
your paid original receipt to your dealer before February 28, 2025. To avoid
delays, do not send receipts to Ford Motor Company.
What if you no longer
own this vehicle?
Please complete and detach the Vehicle Sale Notification at the bottom of
page one (1) and return it in the included prepaid envelope if you have sold
the vehicle.
You received this notice because government regulations require that
notification be sent to the last known owner of record. Our records are
based primarily on state registration and title data, which 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
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: 8:00 AM – 8:00 PM (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: 7:00 AM – 11:00 PM
and Saturday 7:00 AM – 5:00 PM (Eastern Time).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll-free at
1-866-906-9811. Representatives are available 24 hours a day.
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division
 Copyright 2024 Ford Motor Company
This space intentionally left blank.
TECHNICAL INSTRUCTIONS
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 23M01
CERTAIN 2015 - 2019 MODEL YEAR TRANSIT VEHICLES EQUIPPED WITH A
3.2L DURATORQ - TDCI ENGINE — DIESEL PARTICULATE FILTER ASSEMBLY
REPLACEMENT
SERVICE PROCEDURE
1. Is DTC P2002 present?
YES - Replace the Diesel Particulate Filter Assembly. Follow the Workshop Manual (WSM)
procedures in Section 309-00C.
NO - This recall does not apply. Continue with normal diagnostics.
2. Connect the Integrated Diagnostic Software (IDS) and identify the vehicle.
3. Select the tool box, PowerTrain, Service Function, Diesel Particulate Regeneration System, DPF 		
Manual Regeneration and then click the Tick. See Figure 1.
22632A
FIGURE 1
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2024
STUD FOR
MISSING NUT
TECHNICAL INSTRUCTIONS
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 23M01
4. Follow the prompts on the screen carefully. When prompted with the screen shown below select YES.
See Figure 2.
22632B
FIGURE 2
5. Continue to follow the prompts on the screen carefully. Once the manual regeneration procedure is 		
complete, Turn off the vehicle, close the door and allow the vehicle to sit for 10 minutes.
6. Run the manual regeneration procedure a second time by repeating Steps 2-4. Follow the prompts on 		
the screen until the second manual regeneration procedure is completed.
7. Check and clear all DTCs. This completes the FSA.
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.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2024
Mobile Service Repair Assessment
Page 1 of 2
Customer Satisfaction Program 23M01
Certain 2015-2019 Model Year Ford Transit 3.2L Diesel
Replace Diesel Particulate Filter
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)
Mobile Service Repair Assessment
Page 2 of 2
Customer Satisfaction Program 22M01
Certain 2015-2019 Model Year Ford Transit 3.2 L Diesel
Replace Diesel Particulate Filter
– 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: Specialize 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 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