Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

May 16, 2016
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 16N01
Certain 2013-2015 Model Year Police Interceptor Utility and Sedan Vehicles
Paint Peeling and/or Rust around Lock Cylinder on Liftgate or Luggage
Compartment Lid

PROGRAM TERMS
This program extends the coverage for repairing peeling paint and/or rust around the lock cylinder on
the liftgate (Police Interceptor Utility) or luggage compartment lid (Police Interceptor Sedan) to 5 years
of service from the warranty start date of the vehicle, regardless of mileage. This is a one-time repair
program. If a vehicle has already exceeded this time limit, coverage will last through October 31,
2016. This extended coverage is available only to original owners of vehicles that are currently in
police or law enforcement service.
VEHICLES COVERED BY THIS PROGRAM
Vehicle

Model Year

Assembly
Plant

2013-2015

Chicago

Police Interceptor Utility

Build Dates
August 25, 2011 through May 3, 2015

Police Interceptor Sedan

August 25, 2011 through April 14, 2014

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED COVERAGE
In some of the affected vehicles, the paint may peel and/or rust may develop around the lock cylinder
on the liftgate or luggage compartment lid.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to repair the area around the lock cylinder as
necessary following the paint manufacturer's prescribed procedures. 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 May 31, 2016. Dealers should repair any
affected vehicles that exhibit peeling paint and/or rust around the lock cylinder, whether or not the
customer has received a letter.
NOTE: Repairs to body damage on the area approved for refinishing is the responsibility of the
vehicle owner and may not be claimed under this Field Service Action.

 Copyright 2016 Ford Motor Company

ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
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
Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

Michael A. Berardi

 Copyright 2016 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 16N01
Certain 2013-2015 Model Year Police Interceptor Utility and Sedan Vehicles
Paint Peeling and/or Rust around Lock Cylinder on Liftgate or Luggage Compartment Lid
OASIS ACTIVATION
OASIS will be activated on May 16, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered condition.
SOLD VEHICLES
Only original owners of vehicles that are currently in police or law enforcement service that exhibit the
covered condition will be directed to dealers for repairs.
TITLE BRANDED / SALVAGED VEHICLES
Vehicles with cancelled warranties are not eligible for this service action.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
 Exterior trim removed in preparation for refinishing is considered reusable and will not require
replacement.
 Name plates, emblems and decals damaged during removal may be replaced and claimed
under this field service action.
 For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty
and policy guidelines for related damage claims. No SSSC approval is required for these
vehicles:
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 prior to completing the repair.
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, 2016.
 Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
 Refunds will only be provided for the cost associated with repairing paint peeling and/or rust
around the lock cylinder on the liftgate or luggage compartment lid.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.

 Copyright 2016 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 16N01
Certain 2013-2015 Model Year Police Interceptor Utility and Sedan Vehicles
Paint Peeling and/or Rust around Lock Cylinder on Liftgate or Luggage Compartment Lid
CLAIMS PREPARATION AND SUBMISSION
 This is a one-time repair 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 16N01.
 Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
o DWE: refer to ACESII manual for claims preparation and submission information.
o OWS: when entering claims in DMS software, select claim type 31: Field Service Action.
The FSA number 16N01 is the sub code.
 Sublet repairs must be claimed using labor operations, parts, and MISC expense listed in this
bulletin. Do not claim as Outside Labor (OSL).
 Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
 Request the paint material allowance by entering “PAINT” as the base part number and refer
to the Labor Allowances table in Attachment II for the amount to enter in the parts quantity
field. Refer to the Warranty and Policy Manual for additional information.
 Submit refunds on a separate repair line.
- Program Code: 16N01
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
 Submit locally procured parts, such as fleet specific decals, on the same repair line as the
repair.
- Program Code: 16N01
- Misc. Expense: OTHER
- Misc. Expense: Claim Actual Cost up to $100.00
NOTE: Maintain supporting documentation for sublet repairs and all Miscellaneous Expenses
according to procedure as identified in the Warranty and Policy Manual.

 Copyright 2016 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 16N01
Certain 2013-2015 Model Year Police Interceptor Utility and Sedan Vehicles
Paint Peeling and/or Rust around Lock Cylinder on Liftgate or Luggage Compartment Lid
LABOR ALLOWANCES
Description
Repair Paint Peeling and/or Rust around
Lock Cylinder - Police Interceptor Utility
Repair Paint Peeling and/or Rust around
Lock Cylinder - Police Interceptor Sedan

Paint Material
Quantity

Labor Operation

Labor Time

3.4

16N01B

3.4 Hours

3.0

16N01C

3.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order Quantity

PAINT

Paint Material Allowance

*-42528-*

Name Plate (varies by application - use Ford
Catalog Advantage to identify part(s) by VIN)

As required

DG1Z-7842528-A

Lock Cylinder Trim Ring

As required

Refer to Paint Material Quantity
in Labor Allowances table

The DOR/COR number for this program is 51042.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Order your paint materials through normal channels.
If any aftermarket parts are required, such as fleet specific decals, please contact the fleet owner for
sourcing assistance.
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.

 Copyright 2016 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 16N01

CERTAIN 2013-2015 MODEL YEAR POLICE INTERCEPTOR UTILITY AND SEDAN
VEHICLES - PAINT PEELING AND/OR RUST AROUND LOCK CYLINDER ON
LIFTGATE OR LUGGAGE COMPARTMENT LID
OVERVIEW

In some of the affected vehicles, the paint may peel and/or rust may develop around the lock cylinder on
the liftgate (Police Interceptor Utility) or luggage compartment lid (Police Interceptor Sedan). If an affected
vehicle exhibits this condition, dealers are to repair the area around the lock cylinder as necessary
following the paint manufacturer's prescribed procedures.

SERVICE PROCEDURE
1. Is paint peeling and/or rust present around the lock cylinder? See Figure 1.
NO - This program does not apply.
YES - Proceed to Step 2.
PAINT
PEELING

RUST

PAINT
PEELING

1613A

FIGURE 1
2. Wash the repair area with detail wash or pH-neutral soap and water.
3. Remove any trim, emblems and/or graphics from the area, as needed.
4. Remove the lock cylinder. Please follow the Workshop Manual (WSM) procedures in Section 501-14A.
5. Sand or media blast the surface to remove the corrosion near the lock cylinder surface, keeping the
repair area as minimal as possible.
6. Treat any bare metal surface to prevent flash corrosion, and prime and block sand as necessary prior
to refinishing.

CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
5/2016

PAINT
PEELING
STUD FOR
MISSING NUT
STUD FOR

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 16N01

7. Mask the adjacent panels to protect from overspray.
8. Spot repair the base coat as necessary, following the paint manufacturer's prescribed procedures.
9. Apply clear coat to the entire panel, following the paint manufacturer's prescribed procedures.

CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
5/2016

Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121

June 2016
Customer Satisfaction Program 16N01
Programa de satisfacción del cliente 16N01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
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?

On your vehicle, the paint may peel and/or rust may develop around the
lock cylinder on the liftgate (Police Interceptor Utility) or luggage
compartment lid (Police Interceptor Sedan). We are pleased to let you
know that Ford Motor Company is extending the coverage to repair this
condition to a total of 5 years from the warranty start date, regardless of
mileage.
If your vehicle has already exceeded the time limit listed above, this
extended coverage will last through October 31, 2016. This Customer
Satisfaction Program is available only to original owners of vehicles that are
currently in police or law enforcement service.

What will Ford and
your dealer do?

If your vehicle has peeling paint and/or rust around the rear lock cylinder
and your vehicle is within the indicated time limitation, Ford Motor Company
has authorized your dealer to repair this condition free of charge. This is a
one-time repair program.

How long will it take?

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.

What should you do?

You do not need to return to your dealer for this repair unless you have
paint peeling and/or rust around the rear lock cylinder. Please keep this
letter as a reminder of the extended coverage for your vehicle. If paint
peeling and/or rust develops around the rear lock cylinder, and your vehicle
is within the indicated time limitation, contact your dealer for a service date.

 Copyright 2016 Ford Motor Company

What should you do?
(continued)

Provide the dealer with the VIN of your vehicle and request a service date
for Customer Satisfaction Program 16N01. The VIN is printed near your
name at the beginning of this letter. Your dealer will perform the repair at no
charge.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.

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 service related to
paint peeling and/or rust around the rear lock cylinder. To verify eligibility
and expedite reimbursement, give your paid original receipt to your dealer
before October 31, 2016. To avoid delays, do not send receipts to Ford
Motor Company.

What if you no longer
own this vehicle?

You received this notice because our records indicate that you are the
original owner. If you no longer own this vehicle, no action is required.

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.
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish
to contact us through the Internet, our address is: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.ford.com/tools/account/maintenance/recalls.html
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de
Relación con Clientes al 1-866-436-7332 y presione 2 para Español.

Para asistencia en
Español

As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division

 Copyright 2016 Ford Motor Company