NHTSA ID Number: 10153981
Manufacturer Communication Number: 17N03-S2
TSB/Document Date: 2019-03-04
Summary
Certain 2011-2017 Model Year Explorer Vehicles - Carbon Monoxide Concerns
David J. Johnson
Director
Service Engineering Operations
Ford
Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
January 09, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
REF:
Customer Satisfaction Program 17N03 – Supplement #1
Dated October 26, 20173
Customer Satisfaction Program 17N03
Dated October 25, 2017
New! REASON FOR THIS SUPPLEMENT
New extended expiration limits, see Program Terms below.
New! PROGRAM TERMS
This is a one-time service program. There is no mileage limit for this program.
• 2011 through 2015 Model Year expires March 31, 2019
• 2016 through 2017 Model Year expires December 31, 2019
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Explorer
2011-2017
Chicago
Build Dates
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.
To be clear, unlike Explorer vehicles, 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.
SERVICE ACTION
At the request of the customer, dealers are to reprogram the climate control module (using IDS
release 107.04 or higher), inspect rear-of-vehicle sealing and repair as necessary. This service must
be performed at no charge to the vehicle owner.
NOTE: Climate control module reprogramming brings fresh air into the vehicle cabin during rapid
acceleration. Some customers in extremely hot and humid climates may notice a momentary change
in max air conditioning output.
Copyright 2019 Ford Motor Company
NOTE: Aftermarket lighting and/or equipment mounted to the liftgate spoiler can compromise vehicle
sealing. Ford can only ensure proper sealing of the spoiler when aftermarket lighting and/or
equipment is removed and the spoiler is resealed. Before removing aftermarket lighting and/or
equipment from the spoiler, contact the customer to obtain their approval to conduct this part of the
service. If a customer elects to keep aftermarket lighting and/or equipment on the spoiler, proceed
with the following actions:
• Document on the repair order that the service to reseal the spoiler and remove the aftermarket
lighting and/or equipment from the spoiler was declined
• Print and provide the customer with the Customer Information Form – Liftgate Spoiler –
Aftermarket Lighting and/or Equipment (Attachment V)
• Complete all other steps of this field service action
• Release the vehicle to the customer
For Explorer vehicles used in law enforcement or as first responders that are equipped with
aftermarket lighting and/or equipment, contact the SSSC for information regarding the servicing of
these vehicles.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of January 22, 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
Attachment V:
Customer Information Form – Liftgate Spoiler – Aftermarket Lighting and/or
Equipment
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 2019 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
OASIS ACTIVATION
OASIS was activated on October 25, 2017.
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
•
•
Service 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.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional service identified as necessary to complete the FSA should be managed as follows:
• 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.
New! OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
• The use of rental vehicles is not approved for this program.
Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
New! 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 17N03.
Enter claims using One Warranty Solution (OWS).
o OWS: when entering claims in DMS software, select claim type 31: Field Service Action.
The FSA number 17N03 is the sub code.
Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
Provision for Locally Obtained Supplies: Includes anti-corrosion coating and instant gel
adhesive.
o Program Code: 17N03
o Misc Expense: OTHER
o Amount: Actual cost up to $15.00
New! PROGRAM TERMS: This program will be in effect through March 31, 2019 for 2011
through 2015 Model Year and December 31, 2019 for 2016 through 2017 Model Year. There
is no mileage limit for this program.
Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
LABOR ALLOWANCES – All Vehicles
Description
• Underbody Inspection and Sealing
• Air Extractor Inspection
• Liftgate Drain Valve Replacement
• Liftgate Weather Seal Inspection
• Liftgate Spoiler Inspection
• Climate Control Module Reprogramming (using IDS
release 107.04 or higher)
Labor Operation
Labor Time
17N03B
0.6 Hours
LABOR ALLOWANCES – As Required – Use in combination with 17N03B
Description
Labor Operation
Labor Time
Replace Air Extractor (one or both)
17N03C
0.9 Hours
Remove liftgate spoiler and replace seals and fasteners
17N03D
0.4 Hours
Liftgate Weather Seal Replacement
17N03E
0.1 Hours
Order Quantity
Claim Quantity
2
2
2 (2011-2015)
3 (2016-2017)
2 (2011-2015)
3 (2016-2017)
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
CK4Z-13014-B
Foil-Backed Mastic Patch
4M8Z-78280B62-A
Liftgate Drain Valve
- 78404A06 -
Liftgate Weather Seal (refer to
catalog)
As Required
HB5Z-78442K03-A
Liftgate Spoiler Sealing Kit
As Required
BB5Z-61280B62-B
Air Extractor (Less than 10% of
vehicles will require this part)
As Required
TA-19-C
PM-13-A
Motorcraft Instant Gel Adhesive (or
equivalent, including but not limited to
Loctite 414 or 495)
As Required
MISC. OTHER
Motorcraft Anti-Corrosion Coating (or
equivalent)
The DOR/COR number for this program is 51106.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Concerns
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 2019 Ford Motor Company
ATTACHMENT IV
Page 1 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Complaints
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.
A.
How do you know this action is effective at reducing exhaust or carbon monoxide?
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?
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.
A.
Q.
A.
Is this related to the Police Interceptor Utility?
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?
No refunds are currently offered, deadline for customers under original program to submit for a
refund was March 31, 2018. Refer to Attachment I in the Dealer Bulletin.
A.
Q.
A.
Will you check the carbon monoxide level if a customer requests it? If not, why?
No. These vehicles are safe. Our investigation has not found carbon monoxide levels that
exceed what people are exposed to every day.
Q.
A.
Why doesn’t Ford equip its dealerships with carbon monoxide detectors?
These vehicles are safe. Our investigation has not found carbon monoxide levels that exceed
what people are exposed to every day.
Q.
A.
Why won’t you recall these vehicles?
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.
Copyright 2019 Ford Motor Company
ATTACHMENT IV
Page 2 of 2
Customer Satisfaction Program 17N03 – Supplement #2
Certain 2011-2017 Model Year Explorer Vehicles
Carbon Monoxide Complaints
Q.
A.
If there is no safety issue, why did a Ford employee say that there was a design issue in
your Explorers?
That statement was made in error by a contractor of Ford at a Better Business Bureau
proceeding involving an alleged exhaust odor.
Q.
A.
How long will customers be able to get this service?
This program will be available until March 31, 2019 for 2011 through 2015 Model Year and
December 31, 2019 for 2016 through 2017 Model Year.
Q.
A.
What should customers do while waiting for this service?
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?
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.
A.
Q.
A.
Does Ford recommend customers use carbon monoxide detectors in their vehicles?
Will Ford pay for them?
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.
Copyright 2019 Ford Motor Company
17N03 – Customer Information Form
Liftgate Spoiler – Aftermarket Lighting and/or Equipment
Your vehicle is equipped with aftermarket lighting and/or equipment mounted to the liftgate spoiler that
may prevent proper sealing. You have instructed the Dealer not to remove this equipment.
There is a wide assortment of aftermarket lighting and/or equipment products in the marketplace. In
addition, installation practices vary greatly. Because of this variation, Ford cannot ensure proper
sealing of the spoiler to the vehicle without removing the lights and/or equipment. Ford recommends
that you work with your installer and/or equipment supplier to ensure proper sealing of the spoiler.
NOTE: Police equipment suppliers are working to develop solutions for existing spoiler mounted
lighting and/or equipment products.
Examples of Liftgate Spoiler Aftermarket Lighting and/or Equipment and Installation Concerns:
•
•
•
•
•
Brackets positioned between the spoiler and the liftgate (See Figure 1)
Lighting and/or equipment that forces the spoiler out of position creates a gap between the
spoiler and the liftgate (See Figure 2)
Unsealed holes drilled in the spoiler or liftgate (See Figures 3 and 4)
Wiring for lighting and/or equipment routed from the spoiler to the vehicle in a manner that
damages the seals between the spoiler and the vehicle (See Figures 5 and 6)
When the spoiler is removed to install aftermarket lights and/or equipment, the spoiler
attachment clips and seals may be damaged. If the spoiler was removed from the vehicle, the
spoiler attachment clips and seals should be replaced. Use part number HB5Z-78442K03-A
Figure 1
Copyright 2019 Ford Motor Company
Figure 2
Figure 3
Figure 4
Copyright 2019 Ford Motor Company
Figure 5
Figure 6
Copyright 2019 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S2
CERTAIN 2011-2017 MODEL YEAR EXPLORER VEHICLES — CARBON MONOXIDE
CONCERNS
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. To be clear,
unlike Explorer vehicles, 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.
At the request of the customer, dealers are to reprogram the climate control module, inspect rear-ofvehicle sealing and repair as necessary.
Before removing aftermarket lighting and/or equipment from the liftgate spoiler, verify that Service
Department Management obtained customer approval to conduct that part of the service. If the
customer elected to keep aftermarket lighting and/or equipment on the spoiler, proceed with the following
actions:
-
Document on the repair order that the service to reseal the spoiler and remove the aftermarket
lighting and/or equipment from the spoiler was declined.
Print and provide the customer with the Customer Information Form – Liftgate Spoiler –
Aftermarket Lighting and/or Equipment (Attachment V).
Complete all other steps of this field service action EXCEPT the Liftgate Spoiler Sealing
procedure.
Release the vehicle to the customer.
SERVICE PROCEDURE
Underbody Inspection and Sealing
1. With the vehicle in NEUTRAL, position it on a hoist. Please follow the Workshop Manual (WSM)
procedures in Section 100-02.
2. Inspect the rear underbody for damaged or missing body plugs. Replace damaged or missing body
plugs as needed. See Figure 1.
3. Clean the two (2) rectangular-shaped body plugs located near the RH and LH muffler hangers as well
as the surrounding sheet metal and apply the mastic patches to the underbody plugs as shown
in Figure 1.
NOTE: Make sure each patch completely covers the body plug.
NOTE: Apply firm pressure when applying the mastic patch to the underbody plugs and surrounding
sheet metal to ensure proper adhesion.
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
1/2019
ATTACHMENT III
PAGE 2 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S2
TWO BODY PLUGS ON VERTICAL PANEL BEHIND BUMPER
BAFFLE
PLATE
REAR OF
VEHICLE
1766AG
FIGURE 1
Air Extractor Inspection
Air Extractor Replacement Recommended Tool List:
1/4" Drive Ratchet (Power Tool & Hand Tool)
1/4" Drive Torque Wrench
1/4" Drive Extension (6 in 152 mm)
1/4" Drive 5.5mm Shallow Socket
1/4" Drive 8mm Shallow Socket
Trim Tool
Pocket Screwdriver
Phillips Screwdriver
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
1/2019
PLACE COPY HERE
ATTACHMENT III
PAGE 3 OF 11
CUSTOMER SATISFACTION PROGRAM 17N03-S2
1. Remove the three push-pins securing the LH and RH rear wheelhouse insulators, and remove the
insulators. See Figure 2.
WHEELHOUSE
PUSH PINS
REAR OF
VEHICLE
REAR WHEELHOUSE
INSULATOR
1766AE
FIGURE 2
2. Using a telescoping mirror and flashlight, inspect the 4 body plugs and air extractor through the
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