22M03 S1

Stacy L. Balzer
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121
April 12, 2024
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator,
2020 Aviator, and 2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
Customer Satisfaction Program 22M03
Dated June 20, 2023
REF.:
New! REASON FOR THIS SUPPLEMENT
• Program Terms: Updated to ensure owners who have exceeded the time or mileage limit
before receiving the owner letter have sufficient time to have the service performed.
• Pick-Up and Delivery: References to EFCs updated to 2024 versions.
• Claims Preparation and Submission: Technician Competency Requirement section added.
References to EFCs updated to 2024 versions.
New! PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the front and/or side cameras for 10
years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This program may be used multiple times (up to three repairs allowed if each camera is replaced
once) as long as the vehicle is within the time and mileage limits of the program. Once the program
has expired, Service Part Warranty and Ford/Lincoln Loyalty Plans may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
December 31, 2027.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
Continental
2017-2020
Flat Rock
November 30, 2015 through March 10, 2020
Super Duty
2017-2020
Kentucky Truck
November 12, 2015 through March 10, 2020
Navigator
2018-2020
Kentucky Truck
March 16, 2017 through January 3, 2020
Aviator
2020
Chicago
October 19, 2018 through January 3, 2020
Explorer
2020
Chicago
October 19, 2018 through January 3, 2020
US population of affected vehicles: 402,112. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME PER CAMERA REPAIR
In all of the affected vehicles, a front or side camera with a certain inner lens coating may begin to
exhibit a foggy or cloudy image that will progressively deteriorate over time with continued exposure
to sunlight, potentially resulting in the inability to see the front and/or side view camera image.
 Copyright 2024 Ford Motor Company
New! SERVICE ACTION
If an affected vehicle exhibits this condition as perceived by the owner, dealers are to replace only the
individual front and/or side camera(s) displaying a foggy image. This service must be performed at no
charge to the vehicle owner. For new vehicle storage guidelines, refer to EFC13033, Storage
Guidelines for New Vehicles.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were mailed the week of July 10, 2023. Dealers should repair any affected vehicles
that experience a foggy front and/or side camera, 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 Service Repair Assessment
Attachment V:
Vehicle Pick-up and Delivery Record
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 2024 Ford Motor Company
ATTACHMENT I
Page 1 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS was activated on June 20, 2023.
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.
BRANDED / SALVAGED TITLE VEHICLES
Vehicles with canceled 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
within 6 months of the date on the owner notification letter that was sent.
• 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 a foggy front and/or side
camera.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
New! PICK-UP AND DELIVERY - Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
• All customers affected by this program have the option of complimentary Vehicle Pick-up &
Delivery service.
 Copyright 2024 Ford Motor Company
ATTACHMENT I
Page 2 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
New! LINCOLN PICKUP AND DELIVERY
Owners of Lincoln vehicles within a 4 year / 50,000-mile warranty have the option of requesting PickUp & Delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference
EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.
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 before completing the repair.
New! CLAIMS PREPARATION AND SUBMISSION
• Technician Competency Requirement: The STST Competency 10 certification requirement
in the U.S. market only will be enforced starting with repair orders opened on or after April 1,
2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10
FSA. See EFC14251 for more details.
• 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 22M03 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: 22M03
 Customer Concern Code (CCC): A71
 Condition Code (CC): 42
 Causal Part Number: 19G490, 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 2024 Ford Motor Company
ATTACHMENT I
Page 3 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
•
•
•
•
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.
Lincoln Pick-Up & Delivery: Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up
to 2 days) should be submitted on a separate line from the FSA. Refer to EFC14054, 2024
Lincoln Pick-Up & Delivery Updates for details.
Refunds: Submit refunds on a separate repair line.
- Program Code: 22M03
- 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.
Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
 Copyright 2024 Ford Motor Company
ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
LABOR ALLOWANCES
NOTE: Camera Replacements are one (1) time repairs per camera and may occur at different times.
Description
Labor Operation
Labor Time
Continental - Replace front camera
22M03B
1.2 Hours
Continental - Replace one side camera
22M03C
0.4 Hours
Continental - Replace both side cameras
22M03D
0.6 Hours
Super Duty – Replace front camera
22M03E
0.5 Hours
Super Duty – Replace one side camera
22M03F
0.3 Hours
Super Duty – Replace both side cameras
22M03G
0.5 Hours
Navigator - Replace front camera
22M03H
1.3 Hours
Navigator - Replace one side camera
22M03J
0.2 Hours
Navigator - Replace both side cameras
22M03K
0.3 Hours
Aviator - Replace front camera
22M03M
1.2 Hours
Aviator - Replace one side camera
22M03N
0.3 Hours
Aviator - Replace both side cameras
22M03P
0.4 Hours
Explorer - Replace front camera
22M03Q
1.0 Hour
Explorer - Replace one side camera
22M03R
0.7 Hours
Explorer - Replace both side cameras
22M03S
1.2 Hours
360 degree camera alignment (Can only be claimed once per
repair visit)
22M03T
0.5 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
GD9Z-19G490-N
Camera Asy. Front – Continental
GD9Z-19G490-M
Camera Asy. RH/LH – Continental Side
JL7Z-19G490-E
Camera Asy. Front – Navigator
JL7Z-19G490-D
Camera Asy. RH/LH – Navigator Side
GD9Z-19G490-N
Camera Asy. Front – Aviator
GD9Z-19G490-M
Camera Asy. RH/LH – Aviator Side
JL7Z-19G490-D
Camera Asy. Front – Explorer
Order
Quantity
Claim
Quantity
1
1
Up to 2
Up to 2
1
1
Up to 2
Up to 2
1
1
Up to 2
Up to 2
1
1
GD9Z-19G490-M Camera Asy. RH/LH – Explorer Side
Up to 2
Up to 2
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
 Copyright 2024 Ford Motor Company
ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
PARTS REQUIREMENTS / ORDERING INFORMATION
Special Program Part Ordering:
To place an order for a camera, 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
Description
HC3Z-19G490-Y
Front camera – Super Duty
Order
Quantity
Claim
Quantity
1
1
HC3Z-19G490-AB
Side camera – Super Duty
Up to 2
Up to 2
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
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.
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 that 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.).
 Copyright 2024 Ford Motor Company
ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
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
PO Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 22M03
Mr. John Sample
123 Main Street
Anywhere, USA 12345
April 2024
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?
Although your vehicle’s front and side view cameras are likely functioning
fine, we are pleased to let you know that, for your peace of mind, Ford
Motor Company is providing a one-time repair on each of the front and side
view cameras.
What is the effect?
This one-time per camera repair of front and/or side view cameras is
available for a total of 10 years or 150,000 miles from the warranty start
date, whichever occurs first. NOTE: On your vehicle, the image on your
front and/or side view camera may become progressively foggy or cloudy
over time with continued exposure to sunlight, potentially resulting in the
inability to see the front and/or side view camera image.
If your vehicle has already exceeded either time or mileage limits listed
above, this one-time per camera repair offer will last through December
2027. Coverage is automatically transferred to subsequent owners.
What will Ford and
your dealer do?
If your vehicle's front and/or side view cameras require replacement due to
having a foggy image and your vehicle is within the indicated time/mileage
limitations, Ford Motor Company has authorized your dealer to replace the
front and/or side view camera free of charge (parts and labor). Each front
and side view camera is covered for one replacement due to a foggy image.
How long will it take?
If the component mentioned above requires replacement, 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.
© Copyright 2024 Ford Motor Company
What should you do?
You do not need to return to your dealer for this repair unless you have a
front or side view camera with a foggy image. Please keep this letter as a
reminder of the one-time per camera repair offer for your front and side view
cameras. If your front and/or side view camera requires replacement, and
your vehicle is within the indicated time/mileage limitations, contact your
dealer to schedule a service appointment. Provide the dealer with the VIN of
your vehicle to schedule a service appointment for Customer Satisfaction
Program 22M03. The VIN is printed near your name at the beginning of this
letter. Your dealer will replace the part at no charge.
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
front or side camera replacement due to a foggy image. To verify eligibility
and expedite reimbursement, give your paid original receipt to your dealer
within 6 months from the date at the top of this letter. 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 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. The CRC is open on weekdays
from 8:00 AM – 11:00 PM and on Saturday 8:00 AM - 8:00 PM (Eastern
Time). TTY/TDD users, please contact the CRC at the number listed using
the Telecommunication Relay Service by dialing 711.
If you wish to contact us through the internet, our address is
ford.com/support.
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).
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
© Copyright 2024 Ford Motor Company
Ford Customer Service Division
© Copyright 2024 Ford Motor Company
Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
22M03
VEHICLE PICK-UP AND DELIVERY RECORD
VIN ____________________________ received (check one):
☐ Pick-up and/or delivery service
As outlined below for the 22M03 Field Service Action program.
☐ Pick-up
– Date: _______________
☐ Delivery
– Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date