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

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

March 25, 2021

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment

REF:

Technical Service Bulletins 19-2364 and 20-2154
2016-2019 Explorer – Roof Rail Covers Loose

New! REASON FOR THIS SUPPLEMENT
• Most customers can be serviced in one dealer visit by completing the following:
o Inspection procedure, all parts are reusable.
o Clean and Sand.
o Apply Adhesive.
o No SSSC contact necessary.
o No photos required.
• The 3M™ Universal Adhesive that is specified in 20N11 comes in several different sizes and colors,
but each has a different part number – any of the following part numbers can be used: 08223,
08214, 08216, 08217, 08223, 08107, and 08237.
• Technical instructions are updated with a more detailed inspection procedure and photo
requirements.
o Parts should not be ordered before the inspection procedure is completed, damage is
identified, and digital images obtained.
o If SSSC call agents can easily determine if part is RH or LH, and where the part is damaged,
then the part order will be expedited.
o New labor operation codes for inspection procedures with pass/fail requirements and for
SSSC photo submissions.
• Four new videos are available to supplement the technical instructions for inspection, cleaning and
preparation, roof rail cover removal, and installation.
PROGRAM TERMS
This program provides a one-time repair for the roof rail covers and retaining clips to 10 years of service or
150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This is a one-time repair program. Both roof rail covers should be serviced at time of repair.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage will last
through June 30, 2021.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Explorer

2016-2019

Chicago

Build Dates
September 19, 2014 through March 3, 2019

Affected vehicles are identified in OASIS.

 Copyright 2021 Ford Motor Company

REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
On some of the affected vehicles, the roof rail covers can become loose, which can lead to a visible gap
between the cover and roof rail base assembly, rattling, and potential detachment.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to secure both sides of the roof rail covers with twopart epoxy as described in the technical instructions and replace only broken roof rail covers and retaining
clips. This service must be performed at no charge to the vehicle owner.
NOTE: Both roof rail covers should be serviced at time of repair.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were mailed the week of January 11, 2021. Dealers should repair any affected vehicles that
experience roof rail cover detachment, 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 2021 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment
OASIS ACTIVATION
OASIS was activated on December 8, 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 June 30,
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. Non-covered
repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with roof rail cover or retaining clip
replacement.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
Part shortages do not qualify for rental vehicles with this program.

 Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2

Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment

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.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution
(OWS) online.

•
•

•

•

Description When Entering Claims

Enter Value:

Select claim type 31

Field Service Action

Sub Code

20N11

Causal Part Number

78551A46

Customer Concern Code (CCC)

B63 – Exterior Trim / Molding Troubles –
Loose/Missing

Condition Code (CC)
33 – Loose Part
QTY: 0
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: 20N11
- 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 Misc. Expense: 3M™ Adhesive, 3M™ Mixing nozzles, and masking tape as needed.
o Program Code: 20N11
o Misc. Expense: OTHER
o Amount: Actual cost up to $32.00

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 3

Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment
New! LABOR ALLOWANCES
PASS: No Parts Replaced, No Photos Required

Labor Operation

Labor Time

Inspect, clean and prep both surfaces, apply epoxy.

20N11D

0.6 Hours

Labor Operation

Labor Time

20N11E

0.7 Hours

20N11ZZ

0.2 Hours

Labor Operation

Labor Time

20N11F

0.6 Hours

FAIL: Parts Replaced, Photos Required
Inspect, take photos, clean and prep surfaces, apply epoxy.
Replace one or both rail covers
Refer to Technical Instructions for Pass/Fail
requirements and acceptable/unacceptable photos
SSSC Image Submission*:
Additional time to submit five or more images of roof rail
covers via SSSC VIN specific part request (Can be claimed
with labor operation E)

TSB 19-2364 or 20-2154 previously completed
Extra cleaning time to remove RTV or epoxy.
• SSSC approval code is required to claim this labor
operation code:
o Must include previous OWS claim number of TSB
repair to claim this labor operation code in SSSC
approval request.
o If customer paid for repair, previous repair order or
customer receipts must be attached to approval
request.

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 3

Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment
New! PARTS REQUIREMENTS / ORDERING INFORMATION
Video Instruction:
Review the following video clips before ordering parts or attempting to repair a vehicle:
Inspection Procedure
Cleaning & Preparation Procedure
Roof Rail Cover Removal Procedure
Installation Procedure
SSSC Web Contact Site:
Most vehicles will require epoxy only (on each roof rail cover); no parts replaced.
Roof rail covers are not available to repair all vehicles, which require replacement.

To place an order for a roof rail cover, submit a VIN-specific Part Order contact via the SSSC Web Contact
Site, along with VIN-specific photos (see digital image requirements below).
•
•

If agents can easily determine if part is RH or LH, and where the part is damaged then the part order
can be expedited.
Photos should have correct focus, proper lighting, and correct photo orientation.

Photos not required:
• Multiple photos of the vehicle
• Roof rails on top of the vehicle
• Roof rails showing nothing wrong
• Door labels and vehicle license plates
• Front/rear of loose rail covers loose/sticking up
Photos which are required:
1. RH Roof Rail Cover – Base Part Number -78551A46a. Photo must be labeled which side RH or LH with sticky note
b. One photo required for each part number ordered
c. One photo showing entire rail cover
d. One photo showing why it needs to be replaced and clearly highlighted
2. LH Roof Rail Cover – Base Part Number -78551A47a. Photo must be labeled which side RH or LH with sticky note
b. One photo required for each part number ordered
c. One photo showing entire cover
d. One photo showing why it needs to be replaced and clearly highlighted
3. Roof Rail Base – Base Part Number – 7855114 (RH) or 7855115 (LF)
a. Photo must be labeled which side RH or LH
b. One photo required for each part number ordered
c. One photo showing why it needs to be replaced and clearly highlighted
4. Vehicle mileage: One photo showing clearly showing mileage of vehicle and can be read.
NOTE: Roof rail covers should only be replaced when required. Unnecessary replacement may result in
restricted ordering and chargebacks.
ATTACHMENT II
 Copyright 2021 Ford Motor Company

Customer Satisfaction Program 20N11 - Supplement #2
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with a Roof Rail
Roof Rail Cover Detachment

Page 3 of 3

NOTE: Both roof rail covers should be serviced at time of repair.
Replacing roof rail covers without applying the correct adhesive will result in a repeat repair.
Part Number

Description

Order Quantity

RH Roof Rail Cover
As Needed
(part number varies by vehicle – use Ford ECat to identify
the specific part number by VIN)
LH Roof Rail Cover
-78551A47As Needed
(part number varies by vehicle – use Ford ECat to identify
the specific part number by VIN)
FB5Z-7851050-A Retaining Clips (1 per package, 7 each side, 14 possible)
As Required
Note: Replacing all 14 clips is not required unless they are
0 to 14
broken and is over repairing vehicle.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
-78551A46-

Obtain the parts below locally:
NOTE: The 3M™ Universal Adhesive that is specified below comes in several different sizes and colors, but each has a different part number – any
of the following part numbers can be used: 08223, 08214, 08216, 08217, 08223, 08107, and 08237.

Part Number

Description

Quantity Needed

Obtain Locally

3M™ Universal Adhesive Black 08223
(can be purchased in various sizes and colors)

As Needed
Claim as Misc. Other

Obtain Locally

3M™ Static Mixing Nozzles, for 200 ml cartridges, 08193 For A
6 Pack (or equivalent)

As Needed
Claim as Misc. Other

Obtain Locally

Masking Tape

As Needed
Claim as Misc. Other

Less than 5% of the affected vehicle population is expected to require roof rail cover replacement.
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 2021 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 19
CUSTOMER SATISFACTION 20N11-S2

CERTAIN 2016-2019 MODEL YEAR EXPLORER VEHICLES — ROOF RACK REPAIR
Table Of Contents

Inspection.............................................................................................................3

Pass / Fail.............................................................................................................4

Cleaning and Sanding........................................................................................10

Applying Adhesive.............................................................................................14

Appendix A - Picture Requirement...................................................................18

OVERVIEW
Most customers can be serviced in one dealer visit by completing the following:
• Inspection procedure, all parts are reusable.
• Clean and Sand.
• Apply Adhesive.
• No SSSC contact necessary.
• No photos required.
Review the videos below before starting this repair procedure:
Inspection Procedure.
Cleaning and Preparation.
Roof Rail Cover Removal.
Installation.