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

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

September 11, 2020

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B38
Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission
Automatic Transmission Replacement

PROGRAM TERMS
This program will be in effect through September 30, 2021. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Ranger

2020

Michigan

July 28, 2020 through August 1, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
NOTE: All affected vehicles under 20U16 New Vehicles Demonstration / Delivery Hold – Advance
Notice for Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission has been included in
this Customer Satisfaction Program. 20U16 has been closed for those affected vehicles.
REASON FOR THIS PROGRAM
Affected vehicles are identified in Attachment IV. Some of the affected vehicles may have a
transmission case with shallow cut clearance surface for the Output Shaft (OPS) Seal. A shallow
clearance cut may cause bearing failure, noise and / or OPS seal leak that may lead to transmission
damage, eventually resulting in transmission failure.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace the automatic transmission assembly. This service must be performed on all affected vehicles
at no charge to the vehicle owner.
NOTE: Ford Technical Assistance Center prior approval is not required for automatic transmission
assembly replacement under this program.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of September 28, 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
Attachment IV:
Affected Vehicles VIN List
Owner Notification Letters

 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 DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B38
Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission
Automatic Transmission Replacement
OASIS ACTIVATION
OASIS will be activated on September 11, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
11, 2020. Owner names and addresses will be available by week of October 12, 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
Dealers are pre-approved for up to 2 days for a comparable 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 2 rental day(s) 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 20B38
Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission
Automatic Transmission 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 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

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
20B38 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.
• Parts Handling Allowance: A parts handling allowance is being provided in lieu of part markup for transmission assembly. To claim the allowance, enter $330.00 as HANDLG in the Misc.
Expense area of the claim form.

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B38
Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission
Automatic Transmission Replacement
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

20B38B

7.3 Hours

Replace Transmission 4X2
PARTS REQUIREMENTS / ORDERING INFORMATION

.
Order
Quantity

Claim
Quantity

Automatic Transmission Assembly

1

1

W715618-S437

Torque Converter Nuts (6 required, 4 in pkg)

2

6

W716344-S437

Rear Driveshaft Flange Bolts (4 required, 1 in pkg)

4

4

W714780-S439

Center Support Driveshaft Bolts (2 required, 4 in pkg)

1

2

W700056-S450B

Selector Lever Cable Bolts (2 required, 4 in pkg)

1

2

Part Number

Description

KB3Z-7000-A

1 quart as
1 qt
needed
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
XT-12-QULV

Mercon ULV

DEALER PRICE
For latest prices, refer to DOES II.
HANDLING ALLOWANCE
An allowance of $330.00 per repair is being provided in lieu of part mark-up.
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 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B38
Certain 2020 Model Year Ranger Vehicles with a 10R80 Transmission
Automatic Transmission Replacement
AFFECTED VEHICLES
The following table contains a list of VINs for vehicles that were delivered to dealerships.
1FTER4EH7LLA63620
1FTER4EHXLLA60243
1FTER1EH1LLA61795
1FTER4EH2LLA68157
1FTER4EH5LLA67259
1FTER1EH9LLA60460
1FTER4EH3LLA60178
1FTER4EH6LLA64435
1FTER4EH8LLA60807
1FTER4EH7LLA62015

 Copyright 2020 Ford Motor Company