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

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

January 31, 2020

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 19B42
– Supplement #1
Certain 2020 Model Year Transit Vehicles with All Wheel Drive and Rear Climate
Control
Rear Heater Coolant Lines Inspection and Repair

New! REASON FOR THIS SUPPLEMENT
Parts List Update: Parts are now available to repair vehicles that do not pass inspection.
PROGRAM TERMS
This program will be in effect through January 31, 2021. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Transit

2020

Kansas City

October 23, 2019 through November 25,2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the incorrect rear climate control heater lines may be installed
allowing contact between the heater lines and the drive shaft. This contact may cause an underbody
noise concern, and if left uncorrected, may lead to loss of engine coolant.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to inspect the rear
climate control heater lines for the correct routing under the driveshaft and replace the lines if
incorrect parts are identified. This service must be performed on all affected vehicles at no charge to
the vehicle owner.
NOTE: Less than 15% of the affected vehicles are expected to require repairs.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of February 24, 2020. Dealers should inspect any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter

 Copyright 2020 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 2020 Ford Motor Company

ATTACHMENT I
Page 1 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 19B42 – Supplement #1
Certain 2020 Model Year Transit Vehicles with All Wheel Drive and Rear Climate Control
Rear Heater Coolant Lines Inspection and Repair
OASIS ACTIVATION
OASIS was activated on December 19, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since
December 19, 2019. Owner names and addresses will be available by March 13, 2020.
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 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 19B42 – Supplement #1
Certain 2020 Model Year Transit Vehicles with All Wheel Drive and Rear Climate Control
Rear Heater Coolant Lines Inspection and Repair
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.
New! 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
(19B42) 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 Coolant:
o Program Code: 19B42
o Misc Expense: OTHER
o Amount: Up to $15.00

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 19B42 – Supplement #1
Certain 2020 Model Year Transit Vehicles with All Wheel Drive and Rear Climate Control
Rear Heater Coolant Lines Inspection and Repair
New! LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Inspect Rear Heater Coolant Lines for Proper Routing
- PASS

19B42A

0.3 Hours

Inspect Rear Heater Coolant Lines for Proper Routing - FAIL
Repair Rear Heater Coolant Lines with Improper Routing

19B42B

2.2 Hours

Labor Operation

Labor Time

19B42BB

0.3 Hours

Description
(19B42BB Not Available on ROs Dated 1/31/2020 and
Later)
Inspect Rear Heater Coolant Lines for Proper Routing
- Does not pass inspection (Program remains open)

New! PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for parts, submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
Order
Quantity

Claim
Quantity

Heater Hose – Required for all Repairs

1

1

LK4Z-18B402-E

Heater Hose – Required for all Repairs

1

1

VC-13DL-G

Yellow Prediluted Antifreeze/Coolant

Up to 1 gallon

Claim as
MISC. EXP

Part Number

Description

LK4Z-18B402-F

Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
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 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 16
CUSTOMER SATISFACTION PROGRAM 19B42-S1

CERTAIN 2020 MODEL YEAR TRANSIT VEHICLES WITH ALL WHEEL DRIVE AND
REAR CLIMATE CONTROL — REAR HEATER COOLANT LINES INSPECTION AND
REPAIR
SERVICE PROCEDURE
1. Position the vehicle on a hoist. Please follow the Workshop Manual (WSM) procedures in
Section 100-02.
2. Locate the rear heater coolant lines at the rear of the transmission. See Figure 1.
REAR HEATER
COOLANT LINES

DRIVE SHAFT

REAR OF
TRANSMISSION

FRONT OF
VEHICLE

1928A

FIGURE 1

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2020

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 2 OF 16
CUSTOMER SATISFACTION PROGRAM 19B42-S1

3. Inspect the rear heater coolant lines. See Figure 2.
- Are the rear heater coolant lines routed above or below the rear drive shaft?
Above - Fails inspection. Proceed to Step 4.
Below - Passes inspection. No further action is required. (Closes program)

FAIL

PASS
1928B

FIGURE 2
4. Remove the evaporative emission canister. Please follow the WSM procedures in Section 303-13.
5. Apply hose clamp-off pliers to the rear heater coolant lines at the front left hand (LH) of the vehicle
between the engine crossmember and subframe near the front LH halfshaft. See Figure 3.

STUD FOR
MISSING NUT
LH HALFSHAFT

STUD FOR
MISSING NUT

FRONT OF
VEHICLE

STUD FOR
1928C
MISSING
NUT

FIGURE 3

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2020

ATTACHMENT III
PAGE 3 OF 16
CUSTOMER SATISFACTION PROGRAM 19B42-S1

6. Position aside the front LH hose clamps of the rear heater coolant lines located by the front LH
halfshaft. See Figure 4.

REAR HEATER
COOLANT LINES
FRONT OF
VEHICLE
1928D

FIGURE 4
7. Disconnect and drain the rear heater coolant lines. See Figure 5.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
REAR HEATER
COOLANT
LINES
STUD
FOR
MISSING
1928E NUT

FRONT OF
VEHICLE

FIGURE 5

PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2020

PLACE COPY HERE

ATTACHMENT III
PAGE 4 OF 16
CUSTOMER SATISFACTION PROGRAM 19B42-S1

8. Remove the rear heater coolant line bracket retainer located by the front LH halfshaft. See Figure 6.

FRONT OF
VEHICLE

1928F

FIGURE 6
9. Remove the rear heater coolant line retainer located above the LH catalytic converter. See Figure 7.

STUD FOR
MISSING NUT
FRONT OF
VEHICLE

LH CATALYTIC CONVERTER

FIGURE 7

STUD
FOR
1928G
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2020

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 5 OF 16
CUSTOMER SATISFACTION PROGRAM 19B42-S1

10. Remove the ground wire retainer, located on the front LH side of the vehicle between the steering
shaft and the frame, and position the ground wire aside. See Figure 8.

STEERING SHAFT

FRONT OF
VEHICLE

STEERING SHAFT

1928H

FIGURE 8
11. Remove the wire harness bracket bolt and wire harness push pin. Position aside the wire harness.
See Figure 9.

WIRE HARNESS
PUSH PIN

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

FRONT OF
VEHICLE