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

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

October 31, 2018
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 18B19 - Supplement #1
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement

New! REASON FOR THIS SUPPLEMENT
LABOR ALLOWANCES: The labor allowances for Continental have been updated to include
additional time to tape and paint each of the door handles.
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.
New! 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 - Supplement #1
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 August 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 - Supplement #1
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.
• Sublet repairs must be claimed using labor operations, parts, and MISC expense listed in this
bulletin. Do not claim as Outside Labor (OSL).

 Copyright 2018 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 18B19 - Supplement #1
Certain 2017 Model Year Continental Livery Vehicles
Exterior Door Handle Replacement
New! LABOR ALLOWANCES
Description

Labor
Operation

Labor Time

Replace All (4) Exterior Door Handles (Front and Rear)
- Includes time to retrieve and clear DTC’s per WSM front interior
18B19B
2.6 Hours
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 Tape and Paint four New Exterior Door
18B19D
2.4 Hours
Handles
NOTE: To claim 1.4 hours of additional time to tape and paint four new exterior door handles (for
repair orders opened between 8-21-2018 and 10-31-2018) contact the SSSC via the SSSC Web
Contact Site to submit an ‘Approval Request’ contact type, for an approval code and claiming
instructions. Your repair line completion date must be