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

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

September 17, 2020

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 - Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police
Interceptor Utility Vehicles with 3.3L Engines
Cylinder Head Replacement

REF:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21
Dated June 4, 2020

New! REASON FOR THIS SUPPLEMENT
• Owner Notification Mailing Schedule: Owner letters were mailed beginning the week of August
24, 2020.
• Part Requirements / Ordering Information: Parts are now available for in-stock and sold units.
The SSSC will continue to order the proper parts for Dealers until further notice.
PROGRAM TERMS
This program will be in effect through June 04, 2021. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of June 04, 2021 to encourage dealers
and customers to have this service performed as soon as possible.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Transit

2020

Kansas City

March 11, 2020 through March 19, 2020

F-150

2020

Kansas City

March 14, 2020 through March 19, 2020

F-150

2020

Dearborn

March 11, 2020 through March 18, 2020

Police
Interceptor
Utility

2020

Chicago

March 11, 2020 through March 17, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, there are shallow pressed valve seats in the cylinder heads. This may
lead to a rough idle, engine misfires with a reduction in power/torque, and a check engine/wrench light
illuminated.

 Copyright 2020 Ford Motor Company

SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
confirm the repair requirements listed under Attachment II – Part Requirements / Ordering
Information. Then, if applicable, replace the suspect cylinder head assembly(s) as directed in
Attachment IV-Repair Table and per standard workshop manual procedures. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters were mailed beginning the week of August 24, 2020. Dealers should repair 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
Attachment IV:
Repair Table
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 2020 Ford Motor Company

ATTACHMENT I
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 – Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police Interceptor Utility
Vehicles with 3.3L Engines - Cylinder Head Replacement
OASIS ACTIVATION
OASIS was activated on April 24, 2020.
New! FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on April 24, 2020.
Owner names and addresses will be available by September 18, 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.
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
Dealers are pre-approved for non-commercial and non-fleet vehicles for up to two days for a rental
vehicle. Follow Extended Service Plan (ESP) guidelines for dollar amounts. Rentals will only be
reimbursed for the day(s) the vehicle is at the dealership for part replacement. Prior approval for more
than two rental days is required from the SSSC via the SSSC Web Contact Site.

 Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 – Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police Interceptor Utility
Vehicles with 3.3L Engines - Cylinder Head Replacement
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 powertrain 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 – 5 years or 60,000 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
(20B21) 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 silicone gasket remover, metal surface prep
wipes, engine shampoo/degreaser, metal brake parts cleaner, high performance engine RTV
silicone, silicone gasket/sealant and flange sealant.
o Program Code: 20B21
o Misc Expense: OTHER
•

o

Amount: Actual cost up to $150.00

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.

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 – Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police Interceptor Utility
Vehicles with 3.3L Engines - Cylinder Head Replacement
LABOR ALLOWANCES
Note: Repair is VIN specific. Refer to Attachment IV – Repair Table to determine proper repair.
Vehicle

Transit
3.5L

F150
3.3L

Police
Interceptor
Utility
3.3L

Description

Labor Operation

Labor Time

Replace Left-Hand Cylinder Head Assembly

MT20B21B

Up to 12.6
Hours

Replace Right-Hand Cylinder Head Assembly

MT20B21C

Up to 12.7
Hours

Replace Both Left-Hand and Right-Hand
Cylinder Head Assemblies

MT20B21D

Up to 14.5
Hours

Replace Left-Hand Cylinder Head Assembly

20B21F

11.6 Hours

Replace Right-Hand Cylinder Head Assembly
Replace Both Left-Hand and Right-Hand
Cylinder Head Assemblies

20B21G

11.7 Hours

20B21H

13.5 Hours

Replace Left-Hand Cylinder Head Assembly

MT20B21J

Up to 11.9
Hours

Replace Right-Hand Cylinder Head Assembly

MT20B21K

Up to 11.8
Hours

Replace Both Left-Hand and Right-Hand
Cylinder Head Assemblies

MT20B21L

Up to 14.4
Hours

New! PART REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:

To place an order for a cylinder head assembly and respective parts, please submit a VIN-specific
Part Order contact via the SSSC Web Contact Site.
Part Number

Description

Order
Quantity

Claim
Quantity

Parts are now available for in-stock and sold units. The SSSC will continue to order the proper parts
for Dealers until further notice.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 – Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police Interceptor Utility
Vehicles with 3.3L Engines - Cylinder Head Replacement

Order the parts below through normal order processing channels:
Order
Quantity

Claim
Quantity

Part Number

Description

AT4Z-6500-**

Tappets - Select Specific Part(s) Based on
Measurements

XO-5W50-QGT

Engine oil (6.0qt/5.68L per vehicle, 12qt/pkg.)

1

6

VC-13DL-G

Motorcraft® Yellow Prediluted Antifreeze/Coolant

2

Up to 2
Gallons

ZC-30-A

Motorcraft® Silicone Gasket Remover (or equivalent)

ZC-31-B

Motorcraft® Metal Surface Prep Wipes (or equivalent- 2
req.)

ZC-20

Motorcraft® Engine Shampoo and Degreaser (or
equivalent)

PM-4-A, PM-4-B

Motorcraft® Metal Brake Parts Cleaner (or equivalent)

TA-357

Motorcraft® High Performance Engine RTV Silicone (or
equivalent)

TA-30

Motorcraft silicone gasket and sealant (or equivalent)

As Needed

Claim as
Misc. OTHER

CU7Z-19B508-A
Flange Sealant (or equivalent)
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 IV
Page 1 of 11
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B21 - Supplement #1
Certain 2020 Model Year Transit Vehicles with 3.5L Engines and F150 / Police Interceptor Utility
Vehicles with 3.3L Engines - Cylinder Head Replacement
REPAIR TABLE
Use the following chart, arranged by VIN, to identify which cylinder head(s) require replacement:
• Left-hand (LH) cylinder head assembly replacement.
• Right-hand (RH) cylinder head assembly replacement.
• Both LH and RH cylinder head assemblies replaced.
To search for a VIN:
- Press the Ctrl key and the F key simultaneously, insert the VIN, and then press ENTER.
- Or use the Search Function (magnifier icon) in the Menu bar above.
VIN

Engine

Vehicle

1FTEW1EB0LFB73717
1FTMF1CB1LKE11550
1FTMF1CB8LKE10041
1FTEW1CB3LKE11635
1FTEW1CB6LKE25397
1FTEW1EB0LFB57260
1FTEW1EB2LFB70835
1FTEX1CB0LKE13677
1FTEX1CB1LKE13624
1FTEX1CB1LKE23425
1FTEX1CB2LFB63075
1FTEX1CB4LFB84798
1FTEX1CB6LKE10251
1FTEX1CB6LKE26109
1FTEX1CB7LFB84276
1FTEX1CB7LKE09870
1FTEX1CB9LKE13662
1FTEX1CBXLKE13654
1FTEX1EB0LFB69261
1FTEX1EB0LKE10906
1FTMF1CB0LKE22300
1FTMF1CB0LKE26296
1FTMF1CB3LFB71314
1FTMF1CB4LKE02311

3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L
3.3L

F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150
F150

Repair Action
BOTH LH/RH Cylinder Heads
BOTH LH/RH Cylinder Heads
BOTH LH/RH Cylinder Heads
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head
LH Cylinder Head

© Copyright 2020 Ford Motor Company

ATTACHMENT IV
Page 2 of 11
VIN

Engine

Vehicle

1FTMF1CB6LKE08725
1FTMF1CB7LKE24366
1FTMF1CB8LKE03882