August 2020
Dealer Service Instructions for:

Customer Satisfaction Notification W18
Front Tow Hooks

Remedy Available
2020 (DJ) Ram 2500 Pickup
2020 (D2) Ram 3500 Pickup
NOTE: This campaign applies only to the above Tradesman vehicles.
NOTE: Some vehicles above may have been identified as not involved in this
campaign and therefore have been excluded from this campaign.
IMPORTANT: Some of the involved vehicles may be in dealer new vehicle
inventory. Dealers should also consider this requirement to apply to used vehicle
inventory and should perform this campaign on vehicles in for service. Involved
vehicles can be determined by using the VIP inquiry process.

Subject
The front tow hooks may not have been installed on about 3,830 of the above
vehicles during the manufacturing process. This option is included in select
packages offered on 2500 trucks and all 3500 Tradesman trucks. The front tow
hooks were inadvertently eliminated when the chrome appearance package was
also present.

 Copyright 2020, FCA US LLC, All Rights Reserved (DJT)

Customer Satisfaction Notification W18
Missing Front Tow Hooks

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Repair
Install the missing tow hooks and required hardware to the front of the vehicle.
Add tow hooks sales code XEA to the vehicle using wiTECH.

Parts Information
Part Number

Description

CCALW181AA

Tow Hook Kit without Parksense

Each package contains the following components:
Quantity

Description

1

Lower Grille with Tow Hooks Openings without Parksense

2

Black Tow Hook

4

Bolt, M16x1.50-90

4

Nut, M16x1.50

Part Number

Description

CCALW182AA

Tow Hook Kit with Parksense sales code XAG

Each package contains the following components:
Quantity

Description

1

Lower Grille with Tow Hooks Openings with Parksense

2

Black Tow Hook

4

Bolt, M16x1.50-90

4

Nut, M16x1.50

Parts Return
No parts return required for this campaign.

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Special Tools
The following special tools are required to perform this repair:
 NPN

wiTECH MicroPod II

 NPN

Laptop Computer

 NPN

wiTECH Software

Service Procedure
A. Install Tow Hooks
NOTE: If the vehicle is equipped with an auxiliary battery, when
disconnecting and isolating the negative battery cable for the 12-volt
system, both batteries will need to be disconnected to power down the
vehicle.
1. Disconnect the Intelligent Battery
Sensor (IBS) wire harness
connector (Figure 1).
NOTE: Failure to disconnect the
IBS wire harness connector can
lead to damage of the IBS wire
harness connector.
IBS CONNECTOR

Figure 1 – Primary Battery

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Service Procedure [Continued]
2. Loosen the ground terminal nut and remove the negative battery cable with IBS
from the battery and isolate it.

3. If the vehicle is equipped with
an auxiliary battery, loosen the
clamp and remove it from the
battery and isolate (Figure 2).

AUXILIARY BATTERY GROUND CLAMP

Figure 2 – Auxiliary Battery

4. Raise and support the vehicle for front wheel and wheelhouse splash shield
removal.

5. Remove the four screws
retaining each front mud flap (if
equipped)
on
each
side
(Figure 3).

Figure 3 – Front Mud Flap

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Service Procedure [Continued]

6. Remove the screws and the push
pins from the wheel liners, then
remove the liners. (Figure 4).

Figure 4 – Splash Shield

7. If equipped with an engine block heater, disconnect wire harness retainers.

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Service Procedure [Continued]
8. Disconnect the front bumper wire
harness connectors (Figure 5).

WIRE HARNESS CONNECTORS

Figure 5 – Wire Harness Connectors

9.

Remove the two bolts from each
side of the front bumper
(Figure 6).

FRONT BUMPER BOLTS

Figure 6 – Front Bumper Bolts

10. Remove the front bumper
assembly and place it on a pad,
face down on a workbench.
(Figure 7).

Figure 7 – Front Bumper

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Service Procedure [Continued]
11. Remove 7 bolts and one push
pin retaining the mounting bracket
with crush can to the bumper. Repeat
for the other side (Figure 8).

PUSH PIN

MOUNTING BRACKET BOLTS

Figure 8 – Mounting Bracket with Crush
Can Fasteners

12. Disconnect the electrical connectors from the Parksense sensors (Figure 9).

PARKSENSE SENSOR
ELECTIRCAL CONNECTOR

Figure 9 – Front Bumper Grille Insert

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Service Procedure [Continued]
13. Loosen 18 nuts holding lower grill
to bumper. Remove the studs and
nuts (Figure 10).

LOWER GRILL TO BUMPER NUTS

Figure 10 – Lower Grill to Bumper Nuts

14. Remove the Parksense sensors.
a) Lift the locking tabs on the
trim ring and push the
sensor forward out of the
grill (Figure 11).

PARKSENSE SENSOR TRIM RING LOCK TAB

Figure 11 – Parksense Sensor Trim Ring
Lock Tab

b) Push the trim ring forward
through
the
grill
(Figure 12).

PARKSENSE SENSOR TRIM RING

Figure 12 – Parksense Sensor Trim Ring

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Service Procedure [Continued]
15. Remove the grill from the bumper.

16. Remove and discard the non-tow hook grille insert from the front bumper.

17. Snap the new grill into the bumper.

18. Install the 18 studs and nuts to the lower grill and bumper. Tighten securely.

19. Install the Parksense sensor trim rings by pressing them into place (Figure 12).

20. Install the Parksense sensors into their trim rings by pressing into place,
Connect the Parksense electrical connector (Figure 9).

21. Install mounting brackets with crush cans to the bumper. Install 7 bolts and one
push pin to each bracket. Tighten the bolts to 95 N·m (70 ft. lbs.) (Figure 8).

22. If equipped, remove two bolts
from one side of the charge air
cooler bracket. Slightly lower the
charge air cooler (Figure 13).

CHARGE AIR COOLER BRACKET BOLTS

Figure 13 – Charge Air Cooler Bracket

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Service Procedure [Continued]
23. Position the flag nuts in the frame
(Figure 14).
FLAG NUT

Figure 14 – Position Flag Nut

24. Install the charge air cooler
bracket bolts. Tighten the bolts to
28 N·m (21 ft. lbs.). Repeat this
process for the opposite side of the
vehicle. (Figure 15).

CHARGE AIR COOLER BRACKET BOLTS

FLAG NUT

Figure 15 – Charge Air Cooler Bracket

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Service Procedure [Continued]
25. Position the bumper assembly back onto the frame tips.

26. Install the two bolts onto each side. Tighten the bolts to 95 N·m (70 ft. lbs.)
(Figure 6).

27. Install the tow hooks through the opening in the new lower grill.

28. Install the bolts and pull the hook
forward fully (Figure 16). Tighten
the
fasteners
to
295 N·m
(218 ft. lbs.).

FRONT TOW HOOK BOLT

Figure 16 – Front Tow Hook Bolt

29. Connect the front bumper wire harness connectors (Figure 5).

30. If equipped with an engine block heater, connect wire harness retainers.

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Service Procedure [Continued]
31. Install the wheelhouse splash shields on both sides (Figure 4).
32. Install the wheelhouse splash shield push pins and screws on both sides.
Tighten screws securely.

33. If equipped with mud flaps, install the four screws retaining each front mud
flap on each side of the vehicle (Figure 3).

34. If equipped with an auxiliary battery, install the negative clamp on the negative
battery post and tighten to the proper 7 N·m (62 in. lbs.) prior to connecting the
IBS (Figure 2).

35. Install the negative battery cable with IBS to the negative post and tighten the
ground terminal nut to the proper 6 N·m (53 in. lbs.) (Figure 1).

36. Connect the IBS wire harness connector (Figure 1).

37. Add the tow hook sales code XEA to the vehicle. Proceed to Section B.

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Service Procedure [Continued]
B. Add Tow Hook Sales Code XEA to Vehicle
1. Sign into DealerCONNECT.
2. Select "Service" tab.
3. Scroll down to the “Warranty Administration” section.
4. Select "Vehicle Option Updates".
5. Enter the VIN then select "View"
6. Select the following sales code XAE then add to the “Selected Vehicle
Option”.
7. Highlight the selected sales code then click “Save”.
NOTE: The wiTECH scan tool must be used to perform this Customer
Satisfaction Notice. The wiTECH software is required to be at the latest
release level before performing this procedure.
8. Open the hood. Install a battery charger and verify that the charging rate
provides 13.0 to 13.5 volts. Do not allow the charger to time out during the
configuration process. Set the battery charger timer (if so equipped) to
continuous charge.
NOTE: Use an accurate stand-alone voltmeter. The battery charger volt
meter may not be sufficiently accurate. If voltage reading is too high,
apply an electrical load by activating the park or headlamps and/or HVAC
blower motor to lower the voltage.
9. Connect the wiTECH micro pod II to the vehicle data link connector located
under the steering column.
10. Place the ignition in the “RUN” position.
11. Open the wiTECH 2.0 website.

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Service Procedure [Continued]
12. Enter your “User id” and “Password” and your “Dealer Code”, then select
“Sign in” at the bottom of the screen. Click “Accept”.
13. From the “Vehicle Selection” screen, select the vehicle to be updated.
14. From the Left Margin Drop Down Menu, under “Activities” select “Guided
Diagnostics”.
15. Select “Restore Vehicle Configuration” then follow on-screen prompts to
complete the vehicle configuration.
16. Cycle the ignition “OFF” then “ON” again.
17. From the “Action Items” screen, click “All DTCs”, select “Clear All DTCs”,
click “Continue” and then click “Close”.
18. Turn the ignition to the “OFF” position and remove the wiTECH micro pod II
from the vehicle data link connector.
19. Remove the battery charger from the vehicle and then close the hood.

20. Return the vehicle to inventory or the customer.

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Completion Reporting and Reimbursement
Claims for vehicles that have been serviced must be submitted on the
DealerCONNECT Claim Entry Screen located on the Service tab. Claims paid
will be used by FCA to record Customer Satisfaction Notification service
completions and provide dealer payments.
Use one of the following labor operation numbers and time allowances:
Labor Operation
Number

Time
Allowance

Front Tow Hooks Previously Installed

13-W1-81-81

0.0 hours

Install Lower Grill and Front Tow Hooks

13-W1-81-82

2.3 hours

Install Lower Grill and Front Tow Hooks
(6.7L Diesel Only)

13-W1-81-83

2.4 hours

95-23-30-58

$5.00

Related Operation
$5.00 Handling Fee for Front Tow
Hook Inspection

Add the cost of the parts package plus applicable dealer allowance to your claim.
NOTE: See the Warranty Administration Manual, Recall Claim Processing
Section, for complete claim processing instructions.

Dealer Notification
To view this notification on DealerCONNECT, select “Global Recall System” on
the Service tab, then click on the description of this notification.

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Owner Notification and Service Scheduling
All involved vehicle owners known to FCA are being notified of the service
requirement by mail. They are requested to schedule appointments for this service
with their dealers. A generic copy of the owner letter is attached.

Vehicle Lists, Global Recall System, VIP and Dealer Follow Up
All involved vehicles have been entered into the DealerCONNECT Global Recall
System (GRS) and Vehicle Information Plus (VIP) for dealer inquiry as needed.
GRS provides involved dealers with an updated VIN list of their incomplete
vehicles. The owner’s name, address and phone number are listed if known.
Completed vehicles are removed from GRS within several days of repair claim
submission.
To use this system, click on the “Service” tab and then click on “Global Recall
System.” Your dealer’s VIN list for each recall displayed can be sorted by: those
vehicles that were unsold at campaign launch, those with a phone number, city, zip
code, or VIN sequence.
Dealers should perform this repair on all unsold vehicles before retail
delivery. Dealers should also use the VIN list to follow up with all owners to
schedule appointments for this repair.
VIN lists may contain confidential, restricted owner name and address information that was
obtained from the Department of Motor Vehicles of various states. Use of this information is
permitted for this notification only and is strictly prohibited from all other use.

Additional Information
If you have any questions or need assistance in completing this action, please
contact your Service and Parts District Manager.
Customer Service / Field Operations
FCA US LLC

This notice applies to your vehicle,

CUSTOMER SATISFACTION NOTIFICATION
Front Tow Hooks

[Model Year and Model]
VIN XXXXXXXXXXXXXXXXX

W18

LOGO

VEHICLE PICTURE

Dear [Name],
At FCA US LLC, we recognize that the success of our business depends on the satisfaction of
our customers. We are constantly monitoring the quality of our products and looking for
opportunities to improve our vehicles even after they are sold. Because your long-term
satisfaction is important to us, we are contacting you on important improvements we would
like to make to your vehicle [1]. This will be done at no charge to you.
We are recommending the following improvements be performed on certain [2020 Model
Year (DJ) Ram 2500 Pickup and 2020 Model Year (D2) Ram 3500 Pickup] vehicles.
WHY DOES MY VEHICLE NEED REPAIRS?
The front tow hooks may not have been installed on your vehicle during the manufacturing
process. This option is included in select packages offered on 2500 trucks and all 3500
Tradesman trucks. The front tow hooks were inadvertently eliminated when the chrome
appearance package was also present.

YOUR SCHEDULING OPTIONS
1. RECOMMENDED OPTION
Call your authorized Chrysler /
Dodge / Jeep® / RAM Dealership
2. Call the FCA Recall Assistance
Center at 1-800-853-1403. An
agent
can
confirm
part
availability and help schedule an
appointment
3. Visit recalls.mopar.com, scan the
QR code below, or download the
Mopar Owner’s Companion App.

QR Code

Get access to recall notifications,
locate your nearest dealer, and more
through this website or Mopar
Owner’s Companion App. You will be
asked to provide your Vehicle
Identification Number (VIN) to
protect and verify your identity.
DEALERSHIP INSTRUCTIONS
Please reference CSN W18.

HOW DO I RESOLVE THIS CUSTOMER SATISFACTION NOTIFICATION?
FCA US will repair your vehicle free of charge (parts and labor). To do this, your dealer
will install the missing tow hooks and required hardware to the front of the vehicle. The dealer
will also update the vehicle sales code information to add tow hooks. The estimated repair
time is three hours. In addition, your dealer will require your vehicle for proper check-in,
preparation, and check-out during your visit, which may require more time. Your time is
important to us, so we recommend that you schedule a service appointment to minimize your
inconvenience. Please bring this letter with you to your dealership.
TO SCHEDULE YOUR FREE REPAIR,
CALL YOUR CHRYSLER, DODGE, JEEP OR RAM DEALER TODAY
WHAT IF I ALREADY PAID TO HAVE THIS REPAIR COMPLETED?
If you have already experienced this specific condition and have paid to have it repaired, you
may visit www.fcarecallreimbursement.com to submit your reimbursement request online. [2]
Once we receive and verify the required documents, reimbursement will be sent to you within
60 days. If you have had previous repairs performed and/or already received reimbursement,
you may still need to have the repair performed.
We apologize for any inconvenience, but are sincerely concerned about your satisfaction.
Thank you for your attention to this important matter.
Customer Assistance/Field Operations
FCA US LLC

Mr. Mrs. Customer
1234 Main Street
Hometown, MI 48371

[1] If you no longer own this vehicle, please help us update our records. Call the FCA Recall Assistance Center at 1-800-853-1403 to update your information.
[2] You can also mail in your original receipts and proof of payment to the following address for reimbursement consideration: FCA Customer Assistance, P.O. Box 218004, Auburn Hills, MI 48321-8007, Attention: Recall Reimbursement.