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

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

March 18, 2021

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf
Refrigerant
Special R-1234yf Refrigerant Service Information
Customer Satisfaction Program 18N01 - Supplement #1
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf
Refrigerant
Special R-1234yf Refrigerant Service Information

REF:

PROGRAM TERMS
This program extends the warranty coverage of the air conditioning system components to 7 years of
service or 100,000 miles from the warranty start date of the vehicle, whichever occurs first.
This is a one-time repair program.
If a vehicle has already exceeded either the time or mileage limits, this extended warranty coverage
will last through April 30, 2022.
Coverage is automatically transferred to subsequent owners.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Expedition

2018

Kentucky Truck

January 27, 2018 through February 6, 2018

Navigator

2018

Kentucky Truck

January 27, 2018 through February 6, 2018

Affected vehicles are identified in OASIS.
REASON FOR THIS PROGRAM
This program provides special service instructions, loaner equipment, and rental assistance to
expedite the repair of affected vehicles equipped with R-1234yf Air Conditioner (A/C) refrigerant,
which may be contaminated.
NOTE: DO NOT connect an A/C recovery machine or pressure gauges to the vehicle unless directed
by this article, as damage to the equipment may result.
SERVICE ACTION
If a vehicle equipped with R-1234yf refrigerant, with a build date between January 27, 2018 and
February 6, 2018, exhibits a lack of A/C cooling with no associated diagnostic trouble codes (DTCs),
or requires recovery of R-1234yf A/C refrigerant to complete a service repair, dealers are to obtain the
equipment from Ford Motor Company necessary to evacuate the A/C system. Once the refrigerant
has been evacuated, dealers will replace the compressor and any failed A/C components, and
recharge the system following the instructions in Attachment III. This includes, but is not limited to

 Copyright 2021 Ford Motor Company

damage caused by collision or other. This service must be performed at no charge to the vehicle
owner.
NOTE: To obtain the loaner equipment, dealers are to submit a VIN-specific contact via the Special
Service Support Center (SSSC) web contact site. Follow the on-line instructions and complete the
bailment agreement. 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.
• Refrigerant recovery tanks can be kept to service additional vehicles affected by this
recall if required (one refrigerant recovery tank can reclaim the refrigerant from up to 8
vehicles)
• Dispose of the contaminated refrigerant recovery tank in accordance with local
regulations when full or if no additional vehicles require repair.
• Do not ship the contaminated refrigerant recovery tanks when returning the loaner
equipment to Ford.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of April 5, 2021. Dealers should repair any affected
vehicles that experience an A/C lack of cooling concern with no associated DTCs or requires recovery
of R-1234yf A/C refrigerant to complete a service repair, whether or not the customer has received a
letter.
ATTACHMENTS
Attachment I:
Attachment II:
Attachment III:
Attachment IV:
Attachment V:

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Information
Dealer Bailment Agreement
Contaminated Refrigerant Recovery Loaner Equipment User Instructions

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 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information
OASIS ACTIVATION
OASIS will be activated on March 18, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
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
Refunds are not approved for this program.
RENTAL VEHICLES
Dealers are pre-approved for up to six days for a comparable rental vehicle. The rental rate for
Expedition and Navigator is $40.00 per day. Rentals will only be reimbursed for the days the vehicle is
at the dealership for part replacement. Prior approval for more than six 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 EFC08708,
2021 Lincoln Pickup & Delivery Updates. Claim the difference of pre-approved days, or any additional
rental days approved by the SSSC as instructed.
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
o Lincoln vehicles – 4 years or 50,000 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.

 Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
 Claim type 31: Field Service Action. The FSA number (20N08) is the sub code.
 Customer Concern Code (CCC): C05 – A/C does not work
 Condition Code (CC): 42 – Does not operate properly
 Causal Part Number: FREON
 Part Quantity: 0
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, the rental rate for Expedition and Navigator is $40.00 per
day. Enter the total amount of the rental expense under Miscellaneous Expense code
RENTAL.
• Provision for Misc. Expense: Motorcraft Refrigerant.
o Program Code: 20N08
o Misc. Expense: OTHER

o Amount: Actual cost up to $315.00

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information
LABOR ALLOWANCES
Description
Obtain Loaner Equipment, Evacuate Contaminated Refrigerant,
Replace A/C Compressor Only
Diagnose and Evacuate/recharge the system for additional
component replacement, includes time to call SSSC for approval
NOTE: This can be claimed only with SSSC approval code and
additional labor operations (which will be provided by SSSC*).

Labor
Operation

Labor
Time

20N08B

2.6 Hours

20N08C

1.5 Hours

*For labor operation 20N08C only – if additional a/c components have failed, submit a VIN-specific
contact to SSSC with the following:
o List of failed a/c components
o Vin-specific photo
o SSSC will provide an approval code for claiming labor operation 20N08C and any additional
labor operations to complete repair
o Order your parts requirements through normal order processing channels.
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

JL1Z-19703-AB

Compressor

1

1

DS7Z-19B596-A

Compressor Assembly Gasket Kit

1

1

Claim as
MISC. OTHER
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
YN-33-A

Refrigerant

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 IV
Page 1 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

FORD MOTOR COMPANY
EQUIPMENT LOAN AGREEMENT
RECITALS
A.

Ford is willing to lend to Borrower certain equipment ("Equipment") described in Paragraph 1 hereof
for the purpose of recovering contaminated R-1234yf refrigerant on a Ford or Lincoln vehicle.

B.

Borrower is willing to accept the Equipment and use it for the purpose and in accordance with the
terms and conditions of this Agreement.
TERMS & CONDITIONS

1.

Bailment. Ford and Borrower agree that this Agreement shall constitute a bailment of the
Equipment to Borrower. Ford hereby lends the following Equipment to the Borrower to be held and
used by Borrower, as a Bailee of the Equipment, in accordance with this Agreement:

ITEM
Rotunda item #218-TRSA30
Rotunda item #218-HS3B
Rotunda item #218-CRX430TS
Rotunda item #218-ARXF6

DESCRIPTION
Contaminated refrigerant recovery machine with hoses
and fittings
3' standard A/C charge hose
30 lb. refrigerant recovery tank w/float¹
Liquid line filter drier¹

¹ Follow return instructions included with equipment or as specified in Attachment V. Do not return refrigerant recovery tanks and liquid line
filter drier (refrigerant filter), dispose of in accordance with local regulations.

2.

Location and Title. Borrower shall utilize the Equipment in the dealership service area for the
purpose of recovering contaminated R-1234yf refrigerant on a Ford or Lincoln vehicle. The
Equipment shall remain the property of Ford. The Equipment shall at all times be properly used
and maintained by Borrower and shall be marked "Property of Ford Motor Company". The
Equipment shall not be removed from the area referred to above, without Ford's prior written
approval, for any reason other than for delivery to Ford. Upon request by Ford, the Equipment shall
be immediately delivered to Ford. Ford shall have the right to enter onto Borrower's premises at
all reasonable times to inspect the Equipment and Borrower's records with respect thereto.

ATTACHMENT IV
Page 2 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

3.

Indemnity. Borrower shall defend, indemnify, and save harmless Ford and its subsidiaries and their
respective officers, directors, agents, and employees (hereinafter collectively called "Indemnitees")
from and against any and all losses, damages, claims, actions, costs and expenses, including, but
not limited to, fees and expenses of legal counsel and expert witnesses, that may be imposed upon
or incurred by or asserted or entered against the Indemnitees, or any of them, by reason of actual
or alleged:
(i) injury to or death of persons (including, without limitation, any employee
or employees of one or more of the Indemnitees or of Borrower or of one or
more of its contractors, subcontractors, vendors or agents);
(ii) loss of or damage to the property of any person or legal entity (including,
without limitation, any property of any employee or employees of one or more
of the Indemnitees or of Borrower or of one or more of its contractors,
subcontractors, vendors or agents); or
(iii) violation of any law, ordinance or regulation of any governmental authority
(including, without limitation, the United States of America or any of its states
or localities, or Canada or any of its provinces or localities) by Borrower or by
any of its contractors, subcontractors, vendors, agents or employees;
as a result of or arising out of or in connection with the possession or use, by or on behalf of
Borrower, of the Equipment, or the condition thereof; provided, however, that the foregoing
agreement to indemnify and hold the Indemnitees harmless shall not be applicable to the extent
that any such loss, damage, claim, action, suit, judgment, decree, order, cost or expense are
attributable to the sole negligence or the willful or wanton misconduct of the Indemnitees. Borrower
shall promptly notify Ford of any event covered by this Paragraph of which Borrower has actual
notice, and Ford shall be entitled to participate in the defense of any claim for expenses.

4.

Insurance. Borrower, at its sole cost and expense, shall procure and maintain during the term of
this Agreement, from insurers listed in a current "Bests Insurance Guide" as possessing minimum
policyholder's rating of "A-" and a financial category of "VI", commercial automobile liability and
commercial general liability insurance covering body injury liability and property damage liability,
including broad form property damage liability and contractual liability coverage (either a blanket
policy or a policy applying specifically to this Agreement), with limits of not less than $3 million
combined single limit per occurrence of loss or damage. Such insurance coverage shall protect
the Borrower, Ford and any person using, operating or otherwise having an interest in the
Equipment and shall also meet the requirements of any so-called "no-fault" law now in effect or
which hereafter may be enacted.

ATTACHMENT IV
Page 3 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

Such insurance policy shall name Ford as an additional insured and shall provide that the policy
may not be canceled or materially altered without 30 days prior written notice to Ford. The
insurance provided by Borrower will be primary insurance and will not be excess to or contributory
with respect to insurance coverage, if any, provided by Ford. In addition, Ford shall be named as
an additional insured on any excess or umbrella program purchased or maintained by Borrower.
At or before delivery of the Equipment to Borrower, Borrower shall provide Ford with acceptable
evidence of insurance coverage in accordance with this Agreement by delivering certified copies of
insurance policies that provide the required coverage, or certified copies of existing insurance
policies that have been endorsed to provide the required coverages, or certificates of insurance
executed by the insurer or its authorized representative that certify the required coverages. The
furnishing of such insurance shall not relieve Borrower from any liability or obligation for which it is
otherwise responsible to Ford. Ford shall be under no duty to examine any certificate provided by
Borrower or to advise Borrower that its insurance coverage does not comply with the requirements
set forth herein.
5.

Maintenance and Repairs. Borrower shall inspect the Equipment upon delivery and by acceptance
thereof is deemed to find the Equipment in good working order and condition. Borrower or its
designee shall maintain the Equipment in good working order and condition, properly serviced and
greased, and comply in every respect with the provisions of Paragraph 10 hereof, and of the
manufacturer's owner manual that came with the Equipment. Ford or its designee shall make all
major repairs necessary to maintain the Equipment in good working order and condition. Title to
all such repairs shall vest in Ford. All repairs and servicing shall be done by qualified service
personnel except that warranty work, to the extent practicable, shall be done at the shop of the
nearest authorized dealer in such make of the Equipment. Borrower shall pay for all gasoline, oil
and normal service required for the proper operation of the Equipment and for all washing, parking,
garage, highway road service, tolls and fines required or incurred in connection with the operation
of the Equipment.

6.

Delivery and Return of Equipment. Ford shall be responsible for delivery of the Equipment to
Borrower. Ford shall not be responsible for any delay in delivery of the Equipment. Borrower shall
return the Equipment to Ford, at a location designated by Ford, no longer than two weeks after
receipt of the Equipment, unless otherwise specified by Ford.

ATTACHMENT IV
Page 4 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

7.

Use of Equipment. Borrower shall utilize the Equipment for the purpose of recovering contaminated
R-1234yf refrigerant on a Ford or Lincoln vehicle as specified by Ford. Borrower shall not use or
operate the Equipment in violation of any federal, state, local or provincial law, rule, regulation or
ordinance including those pertaining to the age and licensing of drivers, the disclosure of Ford's
interest in the Equipment, or other requirements or limitations. Under no circumstances shall
Borrower disconnect any odometer or other mileage recording device nor shall the Equipment be
used or operated (a) in a manner subjecting it to depreciation above the normal depreciation
associated with general commercial use, (b) for any illegal purpose or by a person under the
influence of alcohol or narcotics, (c) in any manner or for any purpose that would cause any
insurance specified in this Agreement to be suspended, cancelled, held inapplicable or increased
in cost, or (d) outside the continental United States or Canada without Ford's express written
permission. The Equipment shall be operated at all times in a safe, careful and lawful manner and
by qualified operators. The Equipment may be operated only by persons who are employees of
the Borrower and stand in relations to the Borrower as employee to employer. Further, the
operation of the Equipment shall be conducted under the exclusive supervision, direction and
control of Borrower. Under no circumstances shall an employee of Borrower be considered or held
out as an agent, servant or employee of Ford.

8.

Inspection and Reports. Borrower agrees to allow Ford to inspect the Equipment and to otherwise
observe it in operation at such time and facility as Ford may specify. Borrower shall provide Ford
with such mileage, maintenance, safety, operating or other information or copies of any such
records maintained by Borrower with respect to the Equipment as Ford or any governmental
agency may require from time to time.

9.

Risk of Loss. Borrower shall assume all risks of loss with respect to the Equipment, including loss
or damage that occurs despite Borrower's exercise of reasonable care, but excluding normal wear
and tear, from the time it is delivered by Ford to Borrower and until the Equipment has been returned
to Ford at the location Ford designates. In the event of damage to the Equipment, Borrower shall
notify Ford to that effect and follow such instructions as Ford may provide with respect to repair or
disposal of the Equipment. Borrower shall be responsible for payment of any repairs to the extent
not covered by insurance inuring to the benefit of Ford. If any Equipment is lost, stolen, destroyed
or is declared a total constructive loss (subject to Ford's agreement as to such condition), Borrower
shall promptly notify Ford thereof and hold any wreckage for disposal by Ford. With respect to any
lost, stolen, or destroyed Equipment, Borrower shall pay Ford (to the extent not covered by
insurance inuring to the benefit of Ford) an amount equal to the wholesale market value for
comparable Equipment in a condition similar to the lost, stolen or destroyed Equipment immediately
prior to any such loss.

ATTACHMENT IV
Page 5 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

10.

Procedures on Accidents. Within 24 hours of an accident, theft or conversion of any Equipment,
Borrower shall file a written report to that effect with Ford and the insurer of such Equipment.
Borrower shall promptly notify and furnish Ford with every demand, notice, summons, process and
pleading received in every suit, action or claim arising with respect to the condition, use or operation
of the Equipment, and cooperate with Ford and the insurer in defending the same. Ford reserves
the right to examine any such Equipment.

11.

Termination. Ford may terminate this Agreement at any time by giving 30 days prior written notice
to Borrower, except that Ford may terminate this Agreement effective immediately upon written
notice to Borrower, in the event Borrower fails to provide or maintain any insurance required
hereunder, or in the event of the filing of any petition by or against Borrower under any bankruptcy,
reorganization, receivership law, or Borrower's making an assignment for the benefit of creditors,
or if Borrower makes or suffers any voluntary or involuntary assignments, or attachment, lien, or
levy is made of or attached to the Equipment, or in the event Borrower otherwise fails to adhere to
the terms and conditions of this Agreement. Borrower may terminate this Agreement at any time
by giving 30 days prior written notice to Ford. Upon termination by either party, Borrower shall
make all Equipment immediately available for return to Ford. The obligations and rights provided
in Paragraphs 3, 9, 13 and 14 shall survive termination of this Agreement.

12.

Assignment. Borrower is expressly prohibited from assigning this Agreement or delegating
performance of any of its obligations hereunder without the prior written consent of Ford. Ford shall
not be prohibited from selling, assigning, transferring or otherwise encumbering any interest or right
hereunder with respect to the Equipment. Nothing contained herein shall be interpreted as
releasing Borrower from any of its obligations as specified in this Agreement.

13.

Publicity. Neither party hereto shall identify the other party as a joint venturer or partner or otherwise
characterize the arrangement between them as anything other than a bailment. Borrower shall not
disclose or publicize to any third party: (a) any description of the Equipment, technical specifications
or other information about the Equipment; (b) the nature or terms of this Agreement; or (c) the
results of any testing, inspection or evaluation of the Equipment by Ford or Borrower without Ford's
prior written consent. Borrower shall take the necessary steps to familiarize all appropriate
employees of Borrower of its obligations under this Paragraph.
Neither party shall use the other's name or logos, in whole or in part, for any purpose whatsoever,
specifically including but not limited to any written, oral or pictorial endorsement, testimonial or
advertisement, whether actual or implied, without such other party's prior written approval.

ATTACHMENT IV
Page 6 of 6
Customer Satisfaction Program 20N08
Certain 2018 Model Year Expedition and Navigator Vehicles Equipped With R-1234yf Refrigerant
Special R-1234yf Refrigerant Service Information

14.

Force Majeure and No Consequential Damages. Ford shall not be liable for any failure in
performing any provision hereof due to fire or other casualty, labor difficulty, governmental
restriction or any cause beyond Ford's control. Borrower specifically warrants that the Equipment
is not critical to the operation of its business and the loss of use of such Equipment, for any reason
whatsoever, will not have a material adverse effect on its business. IN NO EVENT SHALL FORD
BE LIABLE FOR ANY LOSS OF PROFITS, OTHER CONSEQUENTIAL DAMAGES OR
INCONVENIENCE DUE TO EARLY TERMINATION OF THIS AGREEMENT, OR ANY THEFT,
DAMAGE, LOSS, DELAY OR FAILURE OF DELIVERY OR DEFECT OR FAILURE OF THE
EQUIPMENT, OR THE TIME CONSUMED IN RECOVERING, REPAIRING, SERVICING OR
REPLACING THE SAME.

15.