Customer Satisfaction Program 19N05 - Carbon Monoxide Concern (19N05)
Reference number: 19N05
CUSTOMER SATISFACTION PROGRAM 19N05 - CARBON MONOXIDE CONCERN
SERVICE CAMPAIGN BULLETIN
| FORD: | 2011-2017 Explorer |
CUSTOMER SATISFACTION PROGRAM 19N05
SUBJECT
Customer Satisfaction Program 19N05
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concern
PROGRAM TERMS
This is a one-time service program. This program will be in effect through July 31, 2022. There is no mileage limit for this program.
VEHICLES COVERED BY THIS PROGRAM
| Vehicle | Model Year | Assembly Plant | Build Dates |
|---|---|---|---|
| Explorer | 2011-2017 | Chicago | 2011 Job 1 through 2017 Job Last |
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING THIS SERVICE
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon monoxide. These vehicles are safe. However, for our customers' peace of mind, Ford is offering this no charge service that reduces the potential for exhaust to enter the vehicle. Customers can take their vehicles, regardless of mileage or warranty status, to a Ford dealer to have this service performed.
SERVICE ACTION
At the request of the customer, dealers are to reprogram the climate control module (using IDS release 107.04 or higher), and replace the lift gate drain valves. 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 July 1, 2019. Dealers should apply this service at the request of the customer, whether or not they have received a letter.
ATTACHMENTS
- Attachment I: Administrative Information
- Attachment II: Labor Allowances and Parts Ordering Information
- Attachment III: Technical Information
- Attachment IV: Dealer Q & A
- 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 Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
Sincerely,
David J. Johnson
ATTACHMENT I
OASIS ACTIVATION
OASIS will be activated on June 24, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
- Owners that have concerns about exhaust or carbon monoxide will be directed to dealers for this service.
- Dealers are to prioritize servicing of customer vehicles over servicing of new and used vehicle inventory.
STOCK VEHICLES
- Use OASIS to identify any affected vehicles in your used vehicle inventory.
TITLE BRANDED/SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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.
- Ford vehicles - 3 years or 36,000 miles
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
- This is a one-time service program and also applies to vehicles that are within the New Vehicle Limited Warranty coverage period. When a vehicle is determined to exhibit this concern, repairs should be claimed against Program Code 19N05.
- Claim Entry:
Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
- When entering claims, select claim type 31: Field Service Action. The FSA number 19N05 is the sub code.
- For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
- Provision for Locally Obtained Supplies:
Includes isopropyl alcohol and TA-19-C Instant Gel Adhesive or equivalent.
- Program Code: 19N05
- Misc Expense: OTHER
- Amount: Actual cost up to $5.00
- 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.
- Program Terms: This program will be in effect through July 31, 2022. There is no mileage limit for this program.
ATTACHMENT II
LABOR ALLOWANCES - All Vehicles
| Description | Labor Operation | Labor Time |
|---|---|---|
|
19N05B | 0.4 Hours |
PARTS REQUIREMENTS/ORDERING INFORMATION
| Part Number | Description | Order Quantity | Claim Quantity |
|---|---|---|---|
| 4M8Z-78280B62-A | Liftgate Drain Valve | 2 (2011-2015) | 2 (2011-2015) |
| 3 (2016-2017) | 3 (2016-2017) | ||
| TA-19-C | Motorcraft Instant Gel Adhesive (or equivalent, including but not limited to Loctite 414 or 495) | As Required | MISC. OTHER |
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 latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS RETENTION AND RETURN POLICIES.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.
ATTACHMENT III
OVERVIEW
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon monoxide. These vehicles are safe. However, for our customers' peace of mind, Ford is offering this no charge service that reduces the potential for exhaust to enter the vehicle. Customers can take their vehicles, regardless of mileage or warranty status, to a Ford dealer to have this service performed.
SERVICE PROCEDURE
Liftgate Drain Valve Replacement
- Remove and discard all liftgate drain valves. Clean the liftgate where the drains are fitted using isopropyl alcohol. 2011-2015 model year vehicles are equipped with two valves, 2016-2017 model year vehicles are equipped with three valves. See Figure 1.
- Apply a drop of Motorcraft® Instant Gel Adhesive TA-19-C or equivalent near the retention tab as shown. Install the new
liftgate drain valves and hold the part in place for the period of time listed in the instructions on the package to allow the adhesive time to set. See Figure 2.
HVAC Module Reprogramming
- Reprogram the HVAC module using Integrated Diagnostic Software (IDS) release 107.04 or higher.
Important Information for Module Programming
- Make sure the 12V battery is fully charged before carrying out the programming steps and connect IDS/scan tool to a power source.
- Inspect Vehicle Communication Module (VCM) and cables for any damage. Make sure scan tool connections are not interrupted during programming.
- A hardwired connection is strongly recommended.
- Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors.
- Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.).
- Follow all scan tool on-screen instructions carefully.
- Disable IDS/scan tool sleep mode, screensaver, hibernation modes.
- Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process.
Recovering a module when programming has resulted in a blank module: NEVER DELETE THE ORIGINAL SESSION!
- Obtain the original IDS that was used when the programming error occurred during module reprogramming (MR) or programmable module installation (PMI).
- Disconnect the VCM from the data link connector (DLC) and the IDS.
- Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.
- Locate the original vehicle session when programming failed. This should be the last session used in most cases. If not, use the session created on the date that the programming failed.NOTE: If the original session is not listed in the previous session list, click the Recycle Bin icon at the lower right of the previous session screen. This loads any deleted sessions and allows you to look through them. Double-click the session to restore it.
- Once the session is loaded, the failed process should resume automatically.
- If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.
- Follow all on-screen prompts/instructions.
- The last screen on the IDS may list additional steps required to complete the programming process. Make sure all applicable steps listed on the screen are followed in order.
ATTACHMENT IV
KEY MESSAGES FOR DEALERS/Q&A
Statement
Ford is aware that some 2011-2017 Explorer owners have concerns about exhaust or carbon monoxide. These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed what people are exposed to every day. However, for our customers' peace of mind, Ford is offering this no charge service that reduces the potential for exhaust to enter the vehicle. To be clear, carbon monoxide concerns in Police Interceptor Utilities are related to unsealed holes from the installation of police equipment by third parties after the vehicle was purchased.
EXPLORER
Q. How do you know this action is effective at reducing exhaust or carbon monoxide?
A. Safety is our top priority. All of our testing to date has shown these vehicles are safe. We have not found carbon monoxide levels that exceed what people are exposed to every day. The free service we are offering is proven by our team to further reduce the potential for exhaust to enter the vehicle.
Q. Does Ford's decision to pay for this service mean that there was a safety issue with carbon monoxide in Explorers all along?
A. No. These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed what people are exposed to every day. However, we take consumer concerns seriously and are offering 2011-2017 Ford Explorer owners this free service, regardless of mileage or warranty status, for peace of mind.
Q. Is this related to the Police Interceptor Utility?
A. Carbon monoxide concerns in Police Interceptor Utilities are related to unsealed holes from the installation of police equipment by third parties after the vehicle was purchased.
Q. What are you doing for customers who have previously paid to have their vehicle serviced for this concern?
A. Refunds are not approved for this program.
Q. Will you check the carbon monoxide level if a customer requests it? If not, why?
A. No. These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed what people are exposed to every day.
Q. Why doesn't Ford equip its dealerships with carbon monoxide detectors?
A. These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed what people are exposed to every day.
Q. Why won't you recall these vehicles?
A. These vehicles are safe. Our decisions are driven by the data available. When the data indicates a safety recall is needed, we move quickly on behalf of our customers.
Q. If there is no safety issue, why did a Ford employee say that there was a design issue in your Explorers?
A. That statement was made in error by a contractor of Ford at a Better Business Bureau proceeding involving an alleged exhaust odor.
Q. How long will customers be able to get this service?
A. This program will be available until July 31, 2022.
Q. What should customers do while waiting for this service?
A. Customers with concerns can run the air conditioning with recirculation turned off to allow more fresh air into the vehicle until they can bring it to a Ford dealer to have the service completed.
Q. If carbon monoxide is coming into Explorers, shouldn't customers stop driving their vehicle altogether?
A. These vehicles are safe, with or without the free service. Our investigation has not found carbon monoxide levels that exceed what people are exposed to every day.
Q. Does Ford recommend customers use carbon monoxide detectors in their vehicles? Will Ford pay for them?
A. We encourage our customers with carbon monoxide concerns to bring their vehicle to their local Ford dealer for the free service provided under this program.
