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

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

December 9, 2020
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 20N07 – Supplement #1
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L
Engine and 6F35 Transmission
Transmission Extended Warranty Coverage
Customer Satisfaction Program 20B27
Published October 9, 2020
Customer Satisfaction Program 20N07
Published October 9, 2020

REF:

New! REASON FOR THIS SUPPLEMENT
• Parts Requirements: All parts are now available through normal ordering procedures.
• Parts Retention and Scrapping Policy: Updated with scrapping policy.
PROGRAM TERMS
This program extends the warranty coverage of the automatic transmission torque converter for
twelve (12) months from the RO date of Powertrain Control Module reflash under Customer
Satisfaction Program 20B27.
This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle Limited
Warranty or Emissions Warranty.
This is a one-time repair program.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant

Build Dates

Lincoln MKC

2015 through
2019

Louisville

August 20, 2013 through July 31, 2019

Ford Explorer

2016 through
2019

Chicago

September 29, 2014 through March 3, 2019

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, customers may experience adverse NVH, vibration and/or rough idle
in Drive or Reverse, low performance / lack of acceleration during launch, sluggish vehicle operation
and shudder while driving.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the torque converter and inspect
the internal transmission components and replace as necessary. This service must be performed at
no charge to the vehicle owner.

© Copyright 2020 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters have been mailed the week of October 26, 2020. Dealers should repair any affected
vehicles that experience adverse NVH, vibration and/or rough idle in Drive or Reverse, low
performance / lack of acceleration during launch, sluggish vehicle operation and shudder while
driving, 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 Letters
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 3
Customer Satisfaction Program 20N07 – Supplement #1
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped with the 2.3L Engine and 6F35
Transmission
Transmission Extended Warranty Coverage
OASIS ACTIVATION
OASIS was activated on October 9, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Vehicles with cancelled warranties are not 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
March 31, 2021.
• 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 internal transmission repairs due to
the torque converter overheating.
RENTAL VEHICLES
Dealers are pre-approved for up to 3 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 3 rental days is required from the
SSSC via the SSSC Web Contact Site.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC0 7715,
2020 Lincoln Pickup & Delivery Updates. Claim the difference of pre-approved days, or any additional
rental days approved by the SSSC as instructed.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 3
Customer Satisfaction Program 20N07 – Supplement #1
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped with the 2.3L Engine and 6F35
Transmission
Transmission Extended Warranty Coverage
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 – 3 years or 36,000 miles
o Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, dealers are preapproved to claim up to $400 in related damage.
o For claims exceeding the pre-approved amount, 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
20N07 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.
Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC07715,
2020 Lincoln Pickup & Delivery Updates for details.
o Any additional rental days outside Lincoln Pickup & Delivery, either pre -approved or
approved by the SSSC, should be claimed on a separate line with the approval code for
the approved days.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 3 of 3

Customer Satisfaction Program 20N07 – Supplement #1
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped with the 2.3L Engine and 6F35
Transmission
Transmission Extended Warranty Coverage
•

•

Refunds: Submit refunds on a separate repair line.
- Program Code: 20N07
- 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.
Additional parts not listed in the parts section: Additional parts such as fasteners required
to remove and reinstall the transmission may be submitted on the same repair line on which
the FSA is claimed. Additional parts totaling more than $400 requires prior approval from the
SSSC.

© Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 2

Customer Satisfaction Program 20N07 – Supplement #1
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped with the 2.3L Engine and 6F35
Transmission
Transmission Extended Warranty Coverage
LABOR ALLOWANCES
Description
2015-2019 MKC AWD 2.3L: Replace the Torque Converter,
Main Control Valve Body, and Solenoid Body. Includes time
to disassemble and clean the transmission following the
service procedure.
2016-2019 Explorer FWD 2.3L: Replace the Torque
Converter, Main Control Valve Body, and Solenoid Body.
Includes time to disassemble and clean the transmission
following the service procedure.
2016-2019 Explorer AWD 2.3L: Replace the Torque
Converter, Main Control Valve Body, and Solenoid Body.
Includes time to disassemble and clean the transmission
following the service procedure.

Labor Operation

Labor Time

20N07B

15.8 Hours

20N07C

13.1 Hours

20N07D

15.1 Hours

NEW! PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Claim
Quantity

Lower Ball Joint Nut

1

1

BB5Z-7153-K

Transmission Seal Kit

1

1

EJ7Z-7902-J
CV6Z-7A100-B

Torque Converter
Main Control Body

1
1

1
1

CV6Z-7G391-A

Solenoid Body

1

1

Part Number

Description

W714890-S440

XT-10-QLVC
Transmission Fluid
As Required
Order your parts 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.
NEW! PARTS RETENTION AND RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped in accordance with all applicable local, state and federal environmental protection and
hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that
are under safety, compliance, or emissions recall.
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 2
CUSTOMER SATISFACTION PROGRAM 20N07-S1

CERTAIN 2015-2019 MODEL YEAR MKC AND 2016-2019 MODEL YEAR EXPLORER
VEHICLES EQUIPPED WITH THE 2.3L ENGINE AND A 6F35 TRANSMISSION —
TORQUE CONVERTER TEMPERATURE
NOTE: Symptoms of an overheated torque converter include: NVH, vibration and/or rough idle in Drive
or Reverse, low performance/lack of acceleration during launch, sluggish vehicle operation and/
or shudder while driving.

PRELIMINARY INSPECTION
1. Check OASIS to verify that FSA 20B27 has been performed within the last twelve (12) months.
a. If the FSA has NOT been performed within the last twelve (12) months, then this FSA does not
apply. Use the Workshop Manual to continue diagnosis.
2. Using normal diagnosis confirm that the customer symptoms are coming from the transmission and
indicate an overheated torque converter.
a. This procedure will only address internal transmission concerns. If the concerns are not

related to the internal transmission, then this FSA does not apply. Use the Workshop Manual to
continue diagnosis.

SERVICE PROCEDURE
1. Remove the transmission. Please follow the Workshop Manual (WSM) procedures in Section 307-01.
2. Remove and discard the torque converter.
3. Remove and discard the main control valve body and solenoid body. Please follow the WSM in