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

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

January 8, 2019
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 18M04
Certain 2011-2012 Model Year 6.7L F-450-F-550 Chassis Cab Vehicles Over 14K
GVWR
NOx Sensor Extended Warranty Coverage
TSB 15-0042 6.7L - MALFUNCTION INDICATOR LAMP (MIL) ILLUMINATED –
WITH DIAGNOSTIC TROUBLE CODES (DTC) P207F, P20EE, P2200, P2201,
P2209, P164A, P2A00 AND/OR P0133 - BUILT ON OR BEFORE 10/11/2011

REF:

PROGRAM TERMS
This program extends the warranty coverage of the NOx sensor to 10 years of service or 110,000
miles from the warranty start date of the vehicle, whichever occurs first.
This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle Limited
Warranty. Repairs for vehicles covered by New Vehicle Limited Warranty should be claimed using the
Labor Operation Codes provided in TSB 15-0042. Additionally, this program may be used multiple
times as long as the vehicle is within time and mileage limits of the program. Once the program has
expired, SPW and ESP may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage
will last through July 31, 2019.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
F-450 / F-550

2011-2012

Kentucky Truck

Build Dates
August 24, 2009 through October 11, 2011

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, the NOx sensor element may break, resulting in an illumination of
the malfunction indicator lamp (MIL). Additionally, the vehicle may exhibit reduced engine power.
SERVICE ACTION
If an affected vehicle exhibits this condition, accompanied by DTC P207F, P20EE, P2200, P2201,
P2209, P164A, P2A00, or P0133, dealers are to replace the NOx sensor. Additionally, check OASIS
to ensure PCM programming has been performed under 14E03, if applicable. 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 February 4, 2019. Dealers should repair any
affected vehicles that exhibit an illuminated MIL as a result of one of the DTCs listed above, whether
or not the customer has received a letter.

 Copyright 2019 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,

David J. Johnson

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 18M04
Certain 2011-2012 Model Year 6.7L F-450-F-550 Chassis Cab Vehicles Over 14K GVWR
NOx Sensor Extended Warranty Coverage
OASIS ACTIVATION
OASIS will be activated on January 8, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES



Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.

STOCK VEHICLES
 Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program unless emission coverage is explicitly cancelled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
 SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
 ALL WARRANTY CANCELLED INCLUDING EMISSIONS
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
July 31, 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
 Refunds will only be provided for the cost associated with NOx sensor replacement.
RENTAL VEHICLES
The use of rental vehicles is 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 / General Information & Special Circumstances
for FSA’s / Related Damage.
 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.

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 18M04
Certain 2011-2012 Model Year 6.7L F-450-F-550 Chassis Cab Vehicles Over 14K GVWR
NOx Sensor Extended Warranty Coverage
CLAIMS PREPARATION AND SUBMISSION
 Note: This program DOES NOT apply to vehicles that qualify for repairs under the New
Vehicle Limited Warranty. Repairs for vehicles covered by New Vehicle Limited Warranty
should be claimed using applicable Labor Operation Codes for the Workshop Manual
procedure.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 18M04 if vehicle is still within time and mileage limits.
 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
18M04 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.
 Refunds: Submit refunds on a separate repair line.
- Program Code: 18M04
- 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 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 18M04
Certain 2011-2012 Model Year 6.7L F-450-F-550 Chassis Cab Vehicles Over 14K GVWR
NOx Sensor Extended Warranty Coverage
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace NOx sensor, clear DTCs and adaptive memory

18M04B

0.6 Hours

Additional time to remove mid-ship fuel tank shield if
applicable (claim with 18M04B)

18M04C

0.1 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

BC3Z-9D378-G
NOx sensor
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 2019 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 18M04

CERTAIN 2011-2012 MODEL YEAR 6.7L F-450 - F-550 CHASSIS CAB VEHICLES
OVER 14K GVWR — NOX SENSOR EXTENDED WARRANTY COVERAGE
OVERVIEW
In some of the affected vehicles, the NOx sensor element may break, resulting in an illumination of
the malfunction indicator light (MIL). Additionally, the vehicle may exhibit reduced engine power. If an
affected vehicle exhibits this condition, accompanied by DTC: P207F, P20EE, P2200, P2201, P2209,
P164A, P2A00, or P0133, dealers are to replace the NOx sensor. Additionally, check OASIS to ensure
PCM programming has been performed under 14E03, if applicable.

SERVICE PROCEDURE
Recommended Tool List:
General Tools
3/8" Drive Ratchet

Push Pin Tool

3/8" Drive Torque Wrench

3/8" Drive 7/8 O2 sensor socket

3/8" Drive Extension - 3", 12"

3/8" Drive Socket - 13mm, 15mm

1. Connect Ford Integrated Diagnostic System (IDS) service tool to the data link connector (DLC).
Are DTC's P207F, P20EE, P2200, P2201, P2209, P164A, P2A00 or P0133 present?

- No - This article does not apply. Refer to the Powertrain Control/Emissions diagnosis (PC/ED)
manual for normal diagnosis.
- Yes - Replace the Nitrogen Oxides (NOx) sensor with updated service component. See Figure 1.

Please follow the Workshop Manual (WSM), Section 303-14B. Then proceed to Step 2.

1866A

FIGURE 1

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

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 18M04

2. Reset/clear the NOx sensor adaptive learn tables. Resetting/clearing of the adaptive learn tables can
be accomplished with IDS by selecting the following: Start new IDS session, Select Powertrain ->
Service Functions -> Reset / Clear Specified Function -> Reset / Clear Functions -> Nitrogen Oxide
Sensor 2.
NOTE: If emission recall 14E03 is open, be sure to complete service repairs under that recall before
releasing the vehicle.

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

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

Customer Satisfaction Program 18M04
Mr. John Sample
123 Main Street
Anywhere, USA 12345
February 2019
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?

Although your vehicle’s Nitrogen Oxide (NOx) sensor is likely functioning
correctly, we are pleased to let you know that, for your peace of mind, Ford
Motor Company is extending the warranty coverage on the NOx sensor.

What is the effect?

If your NOx sensor breaks and requires replacement, your vehicle will
illuminate the service engine soon indicator on the instrument panel cluster,
and may exhibit reduced engine power.
This extended coverage program increases the NOx sensor warranty
coverage to a total of 10 years or 110,000 miles from the warranty start
date, whichever occurs first.
If your vehicle has already exceeded either time or mileage limits listed
above, this extended warranty coverage will last through July 19, 2019.
Coverage is automatically transferred to subsequent owners.

Service Engine Soon
Indicator

What will Ford and
your dealer do?

If your vehicle's NOx sensor requires replacement, and your vehicle is within
the indicated time/mileage limitations, Ford Motor Company has authorized
your dealer to replace the NOx sensor free of charge (parts and labor).

How long will it take?

If the NOx sensor requires replacement, the time needed for this repair is
less than one-half day. However, due to service scheduling requirements,
your dealer may need your vehicle for a longer period of time. Additional
time may be required to allow the engine to cool prior to performing this
repair. In addition, your vehicle will require an inspection to determine if
parts need to be ordered.

What should you do?

You do not need to return to your dealer for this repair unless you have an
illuminated MIL. Also, the MIL may be accompanied by reduced engine
power. Please keep this letter as a reminder of the extended warranty
coverage for your NOx sensor. If the NOx sensor requires replacement, and

 Copyright 2019 Ford Motor Company

What should you do?
(Continued…)

your vehicle is within the indicated time/mileage limitations, contact your
dealer to schedule a service appointment. Provide the dealer with the VIN of
your vehicle to schedule a service appointment for Customer Satisfaction
Program 18M04. The VIN is printed near your name at the beginning of this
letter. Your dealer will replace the part 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.
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.

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
NOx sensor replacement. To verify eligibility and expedite reimbursement,
give your paid original receipt to your dealer before July 31, 2019. To avoid
delays, do not send receipts to Ford Motor Company.

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 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).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll free at
1-866-906-9811. Representatives are available 24 hours a day.

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

 Copyright 2019 Ford Motor Company