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

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

January 24, 2019
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 18B31
Certain 2019 Model Year Transit Connect Vehicles with an 8F35/40 Transmission
Transmission Replacement

PROGRAM TERMS
This program will be in effect through January 31, 2020. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Transit Connect

2019

Valencia

June 30, 2018 through September 10, 2018

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the park pawl spring may not be seated correctly. This condition
could allow the park pawl to contact the park gear while driving, which may accelerate wear and result
in an audible noise.
SERVICE ACTION
Dealers are to replace the transmission. 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 February 11, 2019. 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 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

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 18B31
Certain 2019 Model Year Transit Connect Vehicles with an 8F35/40 Transmission
Transmission Replacement
OASIS ACTIVATION
OASIS will be activated on January 24, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on January 24,
2019. Owner names and addresses will be available by March 1, 2019.
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
• Dealers are encouraged to correct all affected units in 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
Refunds are not approved for this program.
RENTAL VEHICLES
Dealers are pre-approved for up to 1 day for a comparable rental vehicle. Follow Extended Service
Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is
at the dealership for part replacement. Prior approval for more than 1 rental day(s) is required from
the SSSC via the SSSC Web Contact Site.

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 18B31
Certain 2019 Model Year Transit Connect Vehicles with an 8F35/40 Transmission
Transmission Replacement
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.
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.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: 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
18B31 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.
• 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.
IMPORTANT: Click the Related Damage Indicator radio button.
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under Miscellaneous Expense code
RENTAL.
• Parts Handling Allowance: A parts handling allowance is being provided in lieu of part markup. To claim the allowance, enter $330.00 as HANDLG in the Misc. Expense area of the claim
form.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 18B31
Certain 2019 Model Year Transit Connect Vehicles with an 8F35/40 Transmission
Transmission Replacement
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

MT18B31B

Actual Time
up to 7.5 Hours

Replace transmission.
PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To place an order for a transmission, submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Order
Quantity

Claim
Quantity

8F35 Transmission

1

1

CCPZ-3B477-G

Axle Nuts

2

2

W520102-S442

Bearing Retainer Nuts (4 in pack 2 needed per repair)

1

2

W719924-S439

Lower Ball Joint Bolts (4 in pack 2 needed per repair)

1

2

W520415-S442

Lower Ball Joint Nuts (4 in pack 2 needed per repair)

1

2

W520203-S442

Outer Tie Rod Nuts (4 in pack 2 needed per repair)

1

2

XT-12-QULV

Motorcraft® MERCON® ULV Auto Trans Fluid

As
Needed

As
Needed

Part Number

Description

KV6Z-7000-B

As
As
Needed
Needed
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
VC-3DIL-B

Motorcraft® Orange Prediluted Antifreeze

DEALER PRICE
For latest prices, refer to DOES II.
HANDLING ALLOWANCE
An allowance of $330.00 per repair is being provided in lieu of part mark-up.
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 III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 18B31

CERTAIN 2019 MODEL YEAR TRANSIT CONNECT VEHICLES WITH AN 8F35/40
TRANSMISSION — TRANSMISSION REPLACEMENT
OVERVIEW
In some of the affected vehicles, the park pawl spring may not be seated correctly. This condition could
allow the park pawl to contact the park gear while driving, which may accelerate wear and result in an
audible noise. Dealers are to replace the transmission.

SERVICE PROCEDURE
1. Replace the Transmission. Please follow the Workshop Manual (WSM) procedures in
Section 307-01B.

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
1/2019

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

January 2019
Customer Satisfaction Program 18B31
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, it may be possible that the park pawl spring in the
transmission may not be seated correctly.

What is the effect?

This may result in park pawl contact with the park gear while driving, which
may accelerate wear and cause an audible noise.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the transmission free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect through January 31,
2020. Coverage is automatically transferred to subsequent owners.

How long will it take?

The time needed for this repair is 1 day. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 18B31. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.
Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.

 Copyright 2019 Ford Motor Company

NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
downloaded through the App Store or Google Play. In addition there are
other features such as reserving and paying for parking in certain locations
and controlling certain functions on your vehicle (lock or unlock doors,
remote start) if it is equipped to allow control.
Do you need a rental
vehicle?

Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.

What if you no longer
own this vehicle?

If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.

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.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: www.Fordowner.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
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).

Thank you for your attention to this important matter.
Ford Customer Service Division

 Copyright 2019 Ford Motor Company