David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

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

August 21, 2018
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 18B19
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement

PROGRAM TERMS
This program will be in effect through August 31, 2019. There is no mileage limit for this program.
AFFECTED VEHICLES
Model
Vehicle
Year
Continental Livery

2017

Assembly Plant

Build Dates

Flat Rock

August 1, 2016 through June 16, 2017

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, customers may not be able to open a door from the outside due to
intermittent failure of the door handle.
SERVICE ACTION
Dealers are to replace all four exterior door handles. This service 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 September 3, 2018. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
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,

David J. Johnson
 Copyright 2018 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 18B19
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement
OASIS ACTIVATION
OASIS will be activated on August 21, 2018.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
21, 2018. Owner names and addresses will be available by September 19, 2018.
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 which 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.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are 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
February 28, 2019.
• 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. 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 the replacement of the front and rear
exterior door handles.

 Copyright 2018 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 18B19
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement
RENTAL VEHICLES
Rental vehicles are 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 – Field Service Actions (FSA) – Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required.
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 prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS)
online.
o When entering claims, select claim type 31: Field Service Action. The FSA number 18B19
is the sub code.
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA. IMPORTANT: Click the radio button on the Related Damage Indicator.
•

•

•

Submit the paint material allowance by entering “PAINT” as the base part number.
- Program Code: 18B19
- PAINT Expense: Claim Actual Cost up to $50.00
Submit refunds on a separate repair line.
- Program Code: 18B19
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
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 2018 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 18B19
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement
LABOR ALLOWANCES
Description
Replace All (4) Exterior Door Handles (Front and Rear)
- Includes time to retrieve and clear DTC’s per WSM front
interior door panel R&I procedure
- Includes time to perform power door window initialization
per WSM front door window glass R&I procedure
Additional Time To Paint New Exterior Door Handles

Labor Operation

Labor Time

18B19B

2.6 Hours

18B19C

1.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

PAINT

Paint Material Allowance

GD9Z-5422404-ADPTM

Exterior Door Handle Assembly – Right Front

1

1

GD9Z-5422405-ADPTM

Exterior Door Handle Assembly - Left Front

1

1

GD9Z-5426604-ADPTM

Exterior Door Handle Assembly - Right Rear

1

1

As Needed

GD9Z-5426605-ADPTM Exterior Door Handle Assembly - Left Rear
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 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 2018 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION RECALL 18B19

CERTAIN 2017 MODEL YEAR CONTINENTAL LIVERY VEHICLES — EXTERIOR
DOOR HANDLE REPLACEMENT
OVERVIEW
In some of the affected vehicles, customers may not be able to open a door from the outside due to
intermittent failure of the door handle. Dealers are to replace all four exterior door handles. This service
must be performed on all affected vehicles at no charge to the vehicle owner.

SERVICE PROCEDURE
Recommended Tool List:
General Tools

General Equipment

1/4" Drive Power Tool

Light

1/4" Drive Ratchet
1/4" Drive Torque Wrench
1/4" Drive Extension 6 inch
1/4" Drive Socket 7mm and 10mm
1/4" Drive Deep Well Socket 8mm
1/4" Drive T20 Torx
Small Trim Tool
1. Paint the new exterior door handles to match before installation.
2. Remove and replace the exterior door handles. Please refer to Workshop Manual procedures
(WSM) in section 501-14.
3. Using IDS check and clear DTC's and perform a Key On Engine Off (KOEO) self test.

CPR © 2018 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
8/2018