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

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

January 21, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34 – Supplement #1
Certain 2020 Model Year Explorer Vehicles Equipped with 2.3L Ecoboost Engine
Transmission Oil Cooler

New! REASON FOR THIS SUPPLEMENT
Affected Vehicles: Additional 2020 Explorer vehicles have been added to the program
Claims Preparation and Submission: Provision for locally obtained coolant added for top off
purposes
Program Terms: Vehicle build dates clarified for original vehicle volumes. Program terms effective
dates added for expanded vehicle population.
Owner Refunds: Refund effective dates added for expanded vehicle population.
Owner Notification Mailing Schedule: New owner letter mailing schedule due to additional vehicle
population
New! PROGRAM TERMS
This program will be in effect through September 30, 2021 for Explorer RWD vehicles built between
October 19, 2018 through January 10, 2020, and Explorer AWD vehicles built between October 19,
2018 through September 14, 2019.
This program will be in effect through January 31, 2022 for Explorer AWD vehicles built from
September 15, 2019 through February 6, 2020.
There is no mileage limit for this program.
New! URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2021, or January 31,
2022 depending on vehicle build date, to encourage dealers and customers to have this service
performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists names and address that have been available since
September 14, 2020 to contact customers with affected vehicles. This will help minimize the number
of vehicles that may require a more extensive repair.
New! AFFECTED VEHICLES
Model
Vehicle
Year

Assembly Plant

Build Dates

Explorer (RWD)

2020

Chicago

October 19, 2018 through January 10, 2020

Explorer (AWD)

2020

Chicago

October 19, 2018 through February 6, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.

© Copyright 2020 Ford Motor Company

REASON FOR THIS PROGRAM
In some of the affected vehicles, a leak in the transmission oil cooler may occur due to a crack
developing near the oil cooler line fittings. Loss of transmission fluid could lead to t ransmission noise,
harsh shifts or the inability to shift out of park.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace the transmission oil cooler. This service must be performed on all affected vehicles at no
charge to the vehicle owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed late first quarter for the new vehicle population. Dealers
should repair any affected vehicles that arrive at their dealerships, wh ether 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
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 20B34 – Supplement #1
Certain 2020 Model Year Explorer Vehicles Equipped with 2.3L Ecoboost Engine
Transmission Oil Cooler
OASIS ACTIVATION
OASIS was activated on September 14, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since
September 14, 2020 Owner names and addresses have been available since 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.
New! 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 for RWD vehicles build between October 19, 2018 through January 10, 2020,
and Explorer AWD vehicles built between October 19, 2018 through September 14, 2019. This
refund offer expires July 31, 2021 for AWD vehicles built between September 15, 2019
through February 6, 2020.
• 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 the transmission oil cooler.

RENTAL VEHICLES
Rentals are not approved for this program.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34 – Supplement #1
Certain 2020 Model Year Explorer Vehicles Equipped with 2.3L Ecoboost Engine
Transmission Oil Cooler
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.
New! 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
20B34 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.
Refunds: Submit refunds on a separate repair line.
- Program Code: 20B34
- 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.
Provision for locally obtained Motorcraft® Coolant (or equivalent): Submit on the same
line as the repair.
- Program Code: 20B34
- Misc. Expense: OTHER
o - Misc. Expense: Claim up to $4.00

© Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34 – Supplement #1
Certain 2020 Model Year Explorer Vehicles Equipped with 2.3L Ecoboost Engine
Transmission Oil Cooler
LABOR ALLOWANCES
Description
Replace the transmission oil cooler

Labor Operation

Labor Time

20B34B

1.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for parts, (except fluid), submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Order
Quantity

Claim
Quantity

Transmission Oil Cooler

1

1

M8x30 Bolt

1

1

Part Number

Description

L1MZ-7869-H
W709678-S450

XT-12-QULV
Motorcraft® MERCON® Automatic Transmission Fluid
6
6
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
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

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

September 2020
Customer Satisfaction Program 20B34
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Ford Motor Company, we are committed not only to building high quality, dependable products, but
also to building a community of happy, satisfied customers. To demonstrate that commitment, we are
providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above.
Why are you receiving
this notice?

On your vehicle, the transmission oil cooler may be leaking due to a crack in
the oil cooler lines. You may notice transmission fluid on the ground and/or a
service engine indicator illuminated in the instrument panel.

What is the effect?

Loss of transmission fluid may lead to transmission noise, harsh shifts or the
inability to shift out of park.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the transmission oil cooler free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until September 30,
2021 regardless of mileage. Coverage is automatically transferred to
subsequent owners.

How long will it take?

The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time. Additional time may be required to allow the engine to
cool prior to performing this repair.

COVID-19
(CORONAVIRUS)

Ford dealerships have implemented enhanced protocols to ensure both your
safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed a
critical service. Please contact your local dealer to confirm current service
hours. For more information on how Ford and your local dealer are working
hard to keep you on the road during these challenging times, please visit
owner.ford.com.

© Copyright 2020 Ford Motor Company

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 20B34. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts and procedure was used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to replacing the transmission oil cooler. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 31, 2021. To avoid delays, do not send receipts to the Ford Motor
Company

What if you no longer
own this vehicle?

If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.

Can we assist you
further?

If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership's Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: www.Fordowner.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Thank you for your attention to this important matter.
Ford Customer Service Division

© Copyright 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 20B34-S1

CERTAIN 2020 MODEL YEAR EXPLORER VEHICLES — TRANSMISSION OIL
COOLER REPLACEMENT
SERVICE PROCEDURE
1. Replace the transmission fluid cooler. Refer to Workshop Manual (WSM), Section 307-02.
2. Install the M8x30 bolt. Torque to 25 Nm (18 lb-ft). See Figure 1.

2012A

FIGURE 1
3. Using the appropriate scan tool, clear transmission tables and perform an Adaptive Learning Drive
Cycle. Refer to WSM, Section 307-01.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2021

PLACE COPY HERE
PLACE COPY HERE