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

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

March 14, 2019
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 19N02
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F550
Vehicles - Post-18N03 Repair Enhancements

REF :

Customer Satisfaction Program 18N03 - Supplement #4
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F-550
Vehicles - Door Latch Freezing Concerns

PROGRAM TERMS
This is a one-time repair program for vehicles that had Field Service Action (FSA) 18N03 performed
prior to supplement #4. Affected vehicles are eligible for this repair through October 31, 2028,
regardless of vehicle mileage or warranty start date. Coverage is automatically transferred to
subsequent owners. This program will expire October 31, 2028.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
F-150

F-250-F550

Build Dates

Dearborn

March 12, 2014 through April 12, 2018

Kansas City

August 11, 2014 through April 3, 2018

Kentucky

October 8, 2015 through April 21, 2018

Ohio

February 5, 2016 through April 17, 2018

2015-2018

2017-2018

Affected vehicles are identified in OASIS.
NOTE: Additional vehicles with 18N03 supplement #3 and prior repairs will be periodically added to
this customer satisfaction program, to ensure all vehicles with pending claims are included.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
A small percentage of vehicles that previously had Customer Satisfaction Program 18N03 completed
continue to experience door latch freezing concerns primarily due to water that remained in the door
latch cable after the repair. As a result, additional robustness actions were published in supplements
to 18N03 to address the new root causes. Ford is offering this no charge, improved repair to
customers that had 18N03 supplement #3 or earlier performed.
SERVICE ACTION
If an affected vehicle owner has a door latch freezing concern, after Customer Satisfaction Program
18N03 supplement #3 or earlier was performed, dealers are to follow the technical instructions to
perform additional robustness actions on all affected doors. This service must be performed at no
charge to the vehicle owner.

 Copyright 2019 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of April 15, 2019. Dealers should repair any
affected vehicles that experience a frozen door latch 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
Attachment IV:
Instructional Video Links
Attachment V:
Door Glass Run Funnel Measurement Guide
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 19N02
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F550 Vehicles
Post-18N03 Repair Enhancements
OASIS ACTIVATION
OASIS will be activated on March 14, 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, or who want to have the
additional robustness actions installed on their vehicle, 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
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
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 within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required.
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.

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19N02
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F550 Vehicles
Post-18N03 Repair Enhancements
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
19N02 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.
• Provision for Locally Obtained Supplies: Includes XG-16, TA-30, Cotton Swabs/Q-Tips®,
Isopropyl Alcohol, brushes, syringe, eye dropper or a similar applicator and Motorcraft®
Premium Windshield Wash Concentrate (ZC-32-B2) or a 99 percent Methyl Hydrate
(Methanol) product.
NOTE: The listed chemicals and locally obtained supplies can be used on multiple vehicles.
o Program Code: 19N02
o Misc Expense: OTHER
o Amount: Actual cost up to $8.00
• PROGRAM TERMS: This program will be in effect through October 31, 2028. There is no
mileage limit for this program.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 19N02
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F550 Vehicles
Post-18N03 Repair Enhancements
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Perform additional robustness actions on all
affected doors, following the dealer bulletin
technical instructions.

All Regular and
Super Cab

19N02B

1.6 Hours

All Crew Cab

19N02C

2.8 Hours

Additional time to replace the door glass run
funnels, if the funnel inspection fails. Includes
time to obtain replacement funnels, and verify
replacement funnels are correct.
* 19N02D labor operation can be used in
combination with the 19N02B or 19N02C
operations.
** 19N02E labor operation can only be used
in combination with the 19N02C operation.

Replace 2
funnels
Regular, Super
or Crew Cab

19N02D*

0.5 Hours

Replace 4
funnels
Crew Cab only

19N02E**

1.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Order/Claim
Quantity

Part Number

Description

FL3Z-16308-L

Front Doors Foam Kit (F-150 Built Prior to
December 2016 *)

As required

FL3Z-16308-P (New Kit) **
FL3Z-16308-M (Old Kit) **

Front Doors Foam Kit (F-150 Built December
2016 or later and All F-Super Duty *)

As required

FL3Z-16308-Q (New Kit) **
FL3Z-16308-N (Old Kit) **

Rear Doors Foam Kit (crew cab only)

As required

LL3Z-15264B28-A ***

Exterior Door Handle Cable Wiper Clip
(One Piece per Package)

XG-16 ****

Motorcraft® Low Temperature Grease

TA-30 ****

Motorcraft® Silicone Sealant

ZC-32-B2 ****

Motorcraft® Premium Windshield Wash
Concentrate, or a 99 percent Methyl Hydrate
(Methanol) product

2 Req. Reg/Sup Cab
4 Req. Crew Cab

MISC. OTHER

Cotton Swabs/Q-Tips®
Obtain Locally ****

Isopropyl Alcohol
Brush

Syringe, Eye Dropper or a Similar Applicator
* Front door foam kit build date usages are approximations.
** Either kit can be used. The new kits have the correct funnels, and old kits require funnel verification.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 19N02
Certain 2015-2018 Model Year F-150 and 2017-2018 Model Year F-250-F550 Vehicles
Post-18N03 Repair Enhancements
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
NOTE: Up to one of each of the “old” door foam kits can be claimed with each 19N02 repair,
regardless of cab style and vehicle build date. If a door foam kit is found to have incorrect size door
glass run funnels the correct size door glass run funnels can be removed from another kit, and that
additional kit the door glass run funnels were removed from can be claimed with this repair. All
unused parts of the additional kit can be scrapped. The “new” door foam kits always include the
correct funnels, and therefore when “new” door foam kits are being used only the prescribed parts
based on cab style and build date can be claimed.
*** To ensure an equitable distribution of service parts, part number LL3Z-15264B28-A will be seed
stocked over the next several weeks, to dealers that have performed at least one previous 18N03
repair. The seed stock quantity shipped to dealers will be proportional to the numbers of VINs on each
dealer’s VIN list and the average historical 18N03 repair rate by state. When additional parts are
required, submit a VIN-specific Part Order contact via the SSSC Web Contact Site. Open part
ordering for part number LL3Z-15264B28-A is expected to begin by late March 2019. Dealers will be
notified via a DOES II communication if circumstances warrant a change in part supply strategy and
when LL3Z-15264B28-A open ordering resumes.
****The listed chemicals and locally obtained supplies can be used on multiple vehicles.
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 30
CUSTOMER SATISFACTION PROGRAM 19N02

CERTAIN 2015-2018 MODEL YEAR F-150 AND 2017-2018 MODEL YEAR
F-250-F-550 VEHICLES — POST-18N03 REPAIR ENHANCEMENTS
OVERVIEW
A small percentage of vehicles that previously had Customer Satisfaction Program 18N03 completed
continue to experience door latch freezing concerns primarily due to water that remained in the door
latch cable after the repair. As a result, additional robustness actions were published in supplements to
18N03 to address the new root causes. Ford is offering this no charge improved repair to customers that
had 18N03 supplement #3 or earlier performed. If an affected vehicle owner has a door latch freezing
concern, after Customer Satisfaction Program 18N03 supplement #3 or earlier was performed, dealers
are to follow the technical instructions to perform additional robustness actions on all affected doors. This
service must be performed at no charge to the vehicle owner.
NOTE: Please read this procedure in its entirety, prior to performing repairs. Additionally, instructional
videos have been developed to assist with the repair. Please refer to ATTACHMENT IV:
Instructional Video Links to view the videos.
NOTE: Some of the door foam kits were packaged with incorrect size door glass run funnels. Prior to
starting the repair, please refer to ATTACHMENT V - Door Glass Run Funnel Measurement
Guide to ensure the correct funnels are being installed.

SERVICE PROCEDURE
Recommended Tool List:
General Tools

General Equipment

1/4" Drive Ratchet ( Power and Hand Tool)

Bungee Cord

1/4" Drive Extension - 6" (152mm)

Q-Tips®

1/4" Driver Bit - T20, T25, T27 and T30 Torx®

Brushes

1/4" Drive Socket - 7mm, 8mm and 10mm

Caulk Gun

1/4" Drive Torque Wrench

Paint Pen

Plastic Trim Removal Tools

Locally Obtained Syringe, Eye Dropper or Similar
Applicator

Small Pick

Disposable Gloves

Blowgun

Shop Towel

Tape Measure

Zip Tie

Long Needle Nose Pliers

Flashlight

10mm Wrench

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2019

ATTACHMENT III
PAGE 2 OF 30
CUSTOMER SATISFACTION PROGRAM 19N02

Front Exterior Door Handle, Cable and Door Glass Run Funnel Service Procedure
Complete Front Door Part Kit - Each Kit Will Include Either Long Door Glass Run Funnels Or Short
Door Glass Run Funnels
VEHICLES BUILT
BEFORE
DECEMBER 2016
SHORT DOOR
GLASS
RUN FUNNELS
(65MM FUNNEL
WINGS)

FOAM H
(DRIVER DOOR)

FOAM F

FOAM B
(PASSENGER DOOR)

FOAM G
(DRIVER DOOR ONLY)

VEHICLES BUILT
DECEMBER 2016
OR LATER
LONG DOOR
GLASS
RUN FUNNELS
(157MM FUNNEL
WINGS)

FOAM C

FOAM D
FOAM TAPE
RUBBER GROMMET
(DRIVER DOOR ONLY)

FOAM A
FOAM E
(ONLY THE THIN OUTER PORTION IS
USED ON THE EXTERIOR DOOR HANDLES)

1737EA

FIGURE 1
NOTE: The parts being installed in this procedure are not labeled. Refer to Figure 1 for component
identification. All unused parts of the kit can be scrapped.
NOTICE: Do not allow the door trim panel or exterior door handle to hang by the door handle
cables or damage to the cable and door may occur.
NOTE: Procedure to be performed on both front doors.
1. Remove the exterior front door handles. Please follow the Workshop Manual (WSM) procedures in
Section 501-14.
NOTE: The interior grab handle cover clips can be reused for this repair. Only replace if damaged.
STUD FOR
MISSING NUT
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2019

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 3 OF 30
CUSTOMER SATISFACTION PROGRAM 19N02

2. Remove and discard the rubber drain plug and clean any obstructions, debris, foreign material and
residual water from all of the door drain holes using compressed air and a tool such as a plastic trim
tool or a zip tie. See Figure 2.
NOTE: Front passenger door shown, all doors similar.

RUBBER DRAIN
HOLE PLUG

DOOR DRAIN HOLES

1903P

FIGURE 2

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2019

ATTACHMENT III
PAGE 4 OF 30
CUSTOMER SATISFACTION PROGRAM 19N02

3. Proceed to the next step according to the vehicle build date below:
- Vehicles built December 2016 or later proceed to Step 4.
- Vehicles built before December 2016 proceed to Step 14.
4. Measure the door glass run funnel inboard wing for proper length (157mm). See Figure 3.
Refer to ATTACHMENT V - Door Glass Run Funnel Measurement Guide for additional information.
a. From the exterior door handle opening locate the door glass run funnel.
b. Extend the tape measure up and hook the top of the inboard wing of the door glass run funnel.
c. Measure to the bottom of the inboard wing of the door glass run funnel. See Figure 3.

Proceed to Step 5.
NOTE: Passenger door shown, Driver door similar.

a

b

c

MEASURE THE
INBOARD DOOR
GLASS RUN
FUNNEL WING

1903E

FIGURE 3

STUD FOR
MISSING NUT
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2019

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 5 OF 30
CUSTOMER SATISFACTION PROGRAM 19N02

5. Are the door glass run funnels the correct length (157mm)?
Yes - Door glass run funnel inspection complete. Proceed to Step 14.
No - Install a new door glass run funnel. Proceed to Step 6.
6. Position the window to the open (down) position.
7. Remove the inner belt moulding and position aside the latch side of the door glass top run.
See Figure 4.

1737CF
E192517

FIGURE 4
8. Remove and discard the incorrect length door glass run funnel from the latch side glass run channel.
See Figure 5.
NOTE: Funnel on vehicle built before December 2016 shown, all others similar.

DOOR GLASS
RUN FUNNEL

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
1737ET NUT
MISSING

FIGURE 5
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2019

PLACE COPY HERE