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

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

February 13, 2020
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 19B34
Certain 2018-2019 Model Year Mustang GT350 Vehicles
Gearshift Lever Assembly Reverse Lock-Out

PROGRAM TERMS
This program will be in effect through February 13, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year Assembly Plant

Mustang

2018-2019

Flat Rock

Build Dates
June 5, 2018 through August 26, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
On some of the affected vehicles, the gearshift lever reverse lockout feature may not function as
intended if the gearshift lever assembly becomes damaged during an aggressive shift event. This may
cause some difficulty shifting into first gear because the gearshift lever can travel to reverse without
having to lift the reverse lockout mechanism. If the vehicle is in reverse gear, the driver will receive an
overt indicator with the reverse backup camera display appearing. The driver can only shif t to reverse
when the vehicle is stopped.
SERVICE ACTION
Dealers are to replace the gearshift lever assembly. 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 24, 2020. 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 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
Customer Satisfaction Program 19B34
Certain 2018-2019 Model Year Mustang GT350 Vehicles
Gearshift Lever Assembly Reverse Lock-Out
OASIS ACTIVATION
OASIS will be activated on February 13, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 13,
2020. 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
• 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
February 13, 2022.
• 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 a gearshift lever assembly
replacement.
RENTAL VEHICLES
If customers request a rental Dealers are pre-approved for up to one day for a rental vehicle. Follow
Extended Service Plan (ESP) guidelines for dollar amounts. Prior approval for more than one rental
day is required from the SSSC via the SSSC Web Contact Site.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19B34
Certain 2018-2019 Model Year Mustang GT350 Vehicles
Gearshift Lever Assembly Reverse Lock-Out
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
(19B34) 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.

•

Refunds: Submit refunds on a separate repair line.
- Program Code: 19B34

- Misc. Expense: ADMIN

- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o 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 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B34
Certain 2018-2019 Model Year Mustang GT350 Vehicles
Gearshift Lever Assembly Reverse Lock-Out
LABOR ALLOWANCES
Description
Replace the gearshift lever assembly

Labor Operation

Labor Time

19B34B

1.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

FR3Z-7210-G

Gearshift lever assembly

4R3Z-7C211-AA Gearshift lever threaded pin

Order
Quantity

Claim
Quantity

1

1

1

1

W520101-S440

Nut – gearshift lever to body studs (2 req., 4 per
package)

1

2

N800594-S101

Bolts – driveshaft to transmission flange (4 req., 4 per
package)

1

4

FR3Z-7213-C
Shift knob – gear change lever
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 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 14
CUSTOMER SATISFACTION PROGRAM 19B34

CERTAIN 2018 - 2019 MODEL YEAR MUSTANG GT350 VEHICLES — GEARSHIFT
LEVER ASSEMBLY REVERSE LOCK-OUT
SERVICE PROCEDURE
NOTE: For an aftermarket shift knob that is to be re-used per customers request - first wrap the knob
several times with tape (painters/gaffers tape recommended), and then use a rubber strap
wrench as shown for knob removal.
1. Using a strap wrench or suitable tool, turn the gearshift knob counter clockwise to remove and
discard. See Figure 1.

1960B

FIGURE 1
2. Remove the center console mat. See Figure 2.

STUD FOR
MISSING NUT
STUD FOR
1960C
MISSING
NUT

CENTER CONSOLE MAT

FIGURE 2

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2020

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

ATTACHMENT III
PAGE 2 OF 14
CUSTOMER SATISFACTION PROGRAM 19B34

3. Using a plastic trim tool, gently pry upwards to release the gearshift bezel. See Figure 3.

x5
GEARSHIFT
BEZEL

1960D

FIGURE 3
4. Using two small screwdrivers, insert the screwdrivers into two of the three retainer tabs of the reverse
lockout sleeve. Pull the reverse lock out sleeve upwards to remove from the gearshift lever shaft.
See Figure 4.
REVERSE
LOCK OUT
SLEEVE RETAINER

x3

STUD FOR
MISSING NUT

SMALL
SCREWDRIVERS

FIGURE 4

STUD FOR
MISSING NUT
STUD1960E
FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2020

STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 3 OF 14
CUSTOMER SATISFACTION PROGRAM 19B34

5. Remove the rubber NVH boot by prying upwards on the front portion. See Figure 5.
NOTE: Note the location of the indicator arrow on the NVH boot for re-installation.
NVH BOOT

INDICATOR
ARROW

NVH BOOT

FRONT OF
VEHICLE

1960F

FIGURE 5
NOTE: Ensure the vehicle is in neutral and parking brake is disengaged.
6. Raise the vehicle on a hoist. Please follow the Workshop Manual Procedures in sections 100-02.
7. Loosen the exhaust clamp nuts. See Figure 6.

STUD FOR
MISSING NUT

x4

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
1960G

FIGURE 6
NOTE: Do NOT remove the exhaust system.

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2020

ATTACHMENT III
PAGE 4 OF 14
CUSTOMER SATISFACTION PROGRAM 19B34

8. Release the exhaust clamp safety retainers and position the exhaust clamps rearward allowing the
exhaust to hang. If there is too much tension to position the exhaust clamps rearward, use a flat head
screwdriver to spread open the exhaust clamp. See Figure 7.
FRONT OF
VEHICLE

1960H

FIGURE 7
9. Mark the driveshaft and transmission flange using a paint stick or suitable tool. See Figure 8.

STUD FOR
MISSING NUT
STUD
FOR
1960I
MISSING NUT

FIGURE 8

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

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2020

STUD FOR
MISSING NUT
STUD FOR

ATTACHMENT III
PAGE 5 OF 14
CUSTOMER SATISFACTION PROGRAM 19B34

10. Remove and discard the four driveshaft to transmission flange bolts. See Figure 9.

x4

1960J

FIGURE 9
11. Pry the driveshaft off of the transmission flange and rest the driveshaft on the transmission
crossmember. See Figure 10.
NOTICE: Do not over articulate the driveshaft or damage may occur. The maximum articulation of any
U-joint is 15 degrees. Damage may occur if any U-joint of the driveshaft is flexed further than
the maximum allowable degrees.

DRIVESHAFT
STUD FOR
MISSING NUT
PRY BAR

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE1960K
COPY HERE

FIGURE 10

PLACE COPY HERE
PLACE COPY HERE

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2020