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

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

November 14, 2019

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B28
Certain 2020 Model Year Explorer ST Vehicles - Shipped w/o Performance Brake
Package

PROGRAM TERMS
This program will be in effect through November 30, 2020. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Explorer ST

2020

Chicago

April 10, 2019 through July 31, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the optional High Performance Pack was delivered to customers without
the high performance brakes, and were equipped with a different brake pad. The high performance
brakes are a dealer-install option and requires installation of upgraded brake linings and an ABS
module calibration update.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
inspect vehicles for High Performance Brake Package friction pads, per Dealer Bulletin Technical
Instructions. If either front or rear High Performance linings cannot be confirmed visually, then dealer
is to install complete High Performance front and rear brake pads and perform ABS calibration
update. 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 December 2, 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 Letter

 Copyright 2019 Ford Motor Company

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
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B28
Certain 2020 Model Year Explorer ST Vehicles - Shipped w/o Performance Brake Package
OASIS ACTIVATION
OASIS will be activated on November 14, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 14,
2019. Owner names and addresses will be available by December 20, 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
• 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
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B28
Certain 2020 Model Year Explorer ST Vehicles - Shipped w/o Performance Brake Package
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
o For claims exceeding the pre-approved amount, submit an Approval Request to the
SSSC Web Contact Site prior to completing the repair.
• 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
19B28 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.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 19B28
Certain 2020 Model Year Explorer ST Vehicles - Shipped w/o Performance Brake Package
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Pass inspection
Inspect brake pads to ensure they are high performance
brake pads

19B28A

.3 hours

Does not pass inspection
Inspect brake pads and replace with high performance brake
pads on all four wheels, includes time to update the ABS
software

19B28B

1.5 hours

PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:

To place an order for the following performance brake components submit a VIN-specific Part Order
contact via the SSSC Web Contact Site.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Order
Quantity

Claim
Quantity

Rear Brake Caliper Bolts

2

2

Brake Pads – Front

1

1

Part Number

Description

L1MZ-2C150-C
L1MZ-2001-D

L1MZ-2200-F
Brake Pads – Rear
1
To guarantee the shortest delivery time, an emergency order for parts must be placed.

1

DEALER PRICE
For latest prices, refer to DOES II.
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 3
CUSTOMER SATISFACTION PROGRAM 19B28

CERTAIN 2020 MODEL YEAR EXPLORER ST VEHICLES — SHIPPED W/O
PERFORMANCE BRAKE PACKAGE
OVERVIEW
In all of the affected vehicles, the optional High Performance Pack was delivered to customers without the
high performance brakes, and were equipped with a different brake pad. The high performance brakes are
a dealer-install option and requires installation of upgraded brake linings and an ABS module calibration
update. Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers
are to inspect vehicles for High Performance Brake Package friction pads, per Dealer Bulletin Technical
Instructions. If either front or rear High Performance linings cannot be confirmed visually, then dealer is
to install complete High Performance front and rear brake pads and perform ABS calibration update. This
service must be performed on all affected vehicles at no charge to the vehicle owner.

SERVICE PROCEDURE
1. With the vehicle in NEUTRAL, position it on a hoist. Please follow the Workshop Manual (WSM)
procedures in Section 100-02.
2. Looking through the front wheel spokes inspect the front brake pads for a silver shim. Do the front
brake pads have a silver shim? See Figure 1.
Yes - Replace the front and rear brake pads following WSM procedures in Section 206-03 and

Section 206-04. Then proceed to Step 4.
No - Proceed to Step 3.
SILVER SHIM

INSPECT HERE
FOR SILVER SHIM

1968B

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2019

FIGURE 1

ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 19B28

3. Inspect the rear brake pads for a sticky or tacky material. Looking through the brake caliper also
inspect the top of the rear brake pad lining for a part code. See Figure 2.

If the rear brake pads do not have a sticky or tacky material and/or the part code is N617H,
replace the front and rear brake pads. Please follow the WSM procedures in Section 206-03
and 206-04. Then proceed to Step 4.
If the rear brake pads do have a sticky or tacky material and/or the part code is GA6501,
and the front brake pads pass inspection no further action is required.

NOTE: It is not necessary to remove the upper rear caliper bolts for this replacement procedure. The kit
will come with one new replacement bolt per side. See Figure 3.
INSPECT HERE
FOR PART CODE
INSPECT HERE
FOR PART CODE

INSPECT HERE
FOR STICKY OR
TACKY MATERIAL
INSPECT HERE
FOR STICKY OR
TACKY MATERIAL

1968C

FIGURE 2

STUD FOR
MISSING NUT

FIGURE 3

1968A
STUD
FOR
MISSING NUT

STUD FOR
MISSING NUT
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2019

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 19B28

4. After performance brake kit installation, use Ford Diagnostic & Repair System (FDRS) for the brake
system software update. Follow the steps and screenshots in the kit instructions to preform the
software update.
IMPORTANT: Failure to preform the software update can result in reduced vehicle performance.

Important Information for Module Programming

NOTE: When programming a module, use the following basic checks to ensure programming completes
without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and
connect FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic
software.
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module
(VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during
programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC
system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,
etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will
cause errors within the programming inhale process.

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not,
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2019

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

Customer Satisfaction Program 19B28

December 2, 2019

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?

Your vehicle was purchased with the High Performance Brake Package, but
the high performance brake pads were not installed.

What is the effect?

Your vehicle was instead equipped with a performance brake pad.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect your vehicle for the High Performance Brake Package
friction pads. If missing, the dealer will install complete High Performance
Brake kit (8 pads) and perform ABS calibration update free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2020 regardless of mileage. Coverage is automatically transferred to
subsequent owners.

How long will it take?

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.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 19B28. 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.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be

What should you do?
(Continued)

 Copyright 2019 Ford Motor Company

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.
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