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

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

April 15, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140
Transmission - Number One Planetary and Ring Gear Assembly

REF:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #1
Dated: March 31, 2021

New! REASON FOR THIS SUPPLEMENT
• Additional vehicles are now eligible for this repair.
• Eligible vehicles for Supplement #2 include the following:
o Vehicles with a 4.30 axle gear ratio.
o Vehicles with a 4.10 axle gear ratio.
o Vehicles with a 4.88 axle gear ratio.
o Emergency vehicles and wrecker vehicles.
• Refund end date has been extended to 30-October-2021.
PROGRAM TERMS
This program will be in effect through March 31, 2022. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of March 31, 2022 to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address (available on April 02, 2021 to
contact customers with affected vehicles. This will help minimize the number of vehicles that may
experience a higher-level of service repair.
AFFECTED VEHICLES
Note: This program is only applicable to vehicles with 6.7L diesel engines.
Vehicle
Model Year Assembly Plant
Build Dates
Super Duty
F250-F600

Kentucky Truck

28-Feb-2019 through 10-Aug-2020

Ohio Assembly

03-Apr-2019 through 31-Jul-2020

2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, a distressed No. 1 planetary needle bearing inside the ring gear
assembly will generate contamination that may produce rough shifts. A wrench light is likely to come
on, and the transmission may go into safe mode and only operate in seventh gear. As damage

© Copyright 2021 Ford Motor Company

progresses, the transmission may only be capable of limited vehicle speed or may not engage in
forward or reverse.
SERVICE ACTION
Dealers are to replace the No. 1 planetary and ring gear assembly per the Technical Information given
in Attachment III. This service must be performed on all affected vehicles at no charge to the vehicle
owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Parts to repair this condition are currently not available in sufficient quantities to service all of the
affected vehicles. Therefore, to ensure an ample supply of parts are available, VINs will be activated
as part supply allows and owners of affected vehicles will be notified in separate mailings. Mailing will
begin the week of March 22, 2021, prioritized by emergency vehicles and wrecker vehicles. Mailing
for Supplement #1 vehicles will begin the week of April 12, 2021. Mailing for Supplement #2 vehicles
will begin the week of April 26, 2021. Bulletin supplements will be published to notify dealers of any
changes to the vehicle population. Dealers should repair any affected vehicles that arrive at their
dealerships, 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
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
System (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 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
OASIS ACTIVATION
OASIS was activated on March 2, 2021.
New! FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com starting on March
2, 2021. Owner names and addresses will be available by April 02, 2021 for emergency vehicles and
wrecker vehicles. Owner names and addresses will be available by April 23, 2021 for the supplement
#1 population of 4.88 axle gear ratio vehicles. Owner names and addresses will be available by May
14, 2021 for the supplement #1 population of 4.88 axle gear ratio vehicles.
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
October 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with planetary one needle bearing
assembly.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
RENTAL VEHICLES
Dealers are pre-approved for non-commercial and non-fleet vehicles for up to two days for a 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 two rental days is required from the SSSC via the SSSC Web Contact Site.
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 – 5 years or 60,000 miles
• For vehicles outside new vehicle powertrain 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

21B03

Causal Part Number

7L192

Customer Concern Code (CCC)

P59 – AT Other Transmission Troubles

Condition Code (CC)
42 – Does Not Operate Properly
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.
Provision for Locally Obtained Supply: Includes petroleum jelly and the following Motorcraft
chemicals - XL-1 Penetrating and Lock Lubricant, XL-2 High Temp Nickel Anti-Seize
Lubricant, XL-5-A Multi-Purpose Grease Spray, X0-5W20-Q1FS SAE Full Synthetic Motor Oil.
o Program Code: 21B03
o Misc Expense: OTHER
o

Amount: Actual cost up to $5.00
© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
CLAIMS PREPARATION AND SUBMISSION (continued)
• 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21B03
- 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.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Number One Planetary and Ring Gear Assembly
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace the No. 1 Planetary and Ring Gear Assembly –
4x4 Vehicles

MT21B03B

Up To
10.2 Hours

Replace the No. 1 Planetary and Ring Gear Assembly –
4x2 Vehicles

MT21B03C

Up To
9 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for the following part(s) submit a VIN-specific Part Order contact via the SSSC Web
Contact Site.
Part Number

Description – All Vehicles

LC3Z-7L192-B

No. 1 Planetary and Ring Gear Assembly

Order
Quantity

Claim
Quantity

1

1

Fluid Filter - Screen Assembly – Refer to Technical
As
1
Information for Specific Detail
Needed
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
LC3Z-7G186-A

Order the parts below through normal order processing channels:
Order
Quantity

Claim
Quantity

Seal - Torque Converter Hub

1

1

LC3Z-7B031-B

Seal - Front Support to Case

1

1

LC3Z-7H223-A

Seals - Front Support Bolt

16

16

W520515-S440

Nuts - Crossmember Bracket (4 per pkg, 4 req’d)

1

4

W710356-S439

Bolts - Crossmember Bracket (4 per pkg, 4 req’d)

1

4

W714824-S442

Bolts - Selector Lever Cable Bracket
(4 per pkg, 2 req’d)

1

2

W715131-S442

Bolt - Fluid Cooler Tube (4 per pkg, 1 req’d)

1

1

W715618-S437

Nuts - Torque Converter (4 per pkg, 6 req’d)

2

6

W718005-S900

Bolts - Exhaust Lower Downpipe (2 per pkg, 2 req’d)

1

2

W520514-S440

Y-pipe to exhaust manifold nuts

4

4

XT-10-QLVC

Motorcraft® MERCON® LV Automatic Transmission
Fluid for Transfer Case (12 Qrt. per pkg, 1 req’d)

1

Up to 1
Quart

XT-12-QULV

Motorcraft® MERCON® ULV Automatic Transmission
Fluid

16

16

Part Number

Description – All Vehicles

LC3Z-7A248-A

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Planetary One and Ring Gear Assembly
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)

Order the parts below through normal order processing channels:
Order
Quantity

Claim
Quantity

4X4 - Bolts - Transmission Mount Isolator

2

2

E4HZ-4A254-B

4X4 - Strap - Front Driveshaft Pinion Flange Strap

2

2

F81Z-4N272-AA

4X4 - Bolts - Front Driveshaft Pinion Flange
(4 per pkg, 4 req’d)

1

4

N605804-S439

4X4 - Bolts – Transfer Case to Transmission
(4 per pkg, 11 req’d)

3

11

N811880-S100

4X4 - Bolts - Front Driveshaft CV Flange
(4 per pkg, 4 req’d)

1

4

Part Number

Description – Unique Per Vehicle

Order
Quantity

Claim
Quantity

E4HZ-4A254-A

Strap - Rear Driveshaft - Strap Style to U-Joint Only

4

F1HZ-4N272-A

Bolts - Rear Driveshaft - Strap Style to U-Joint Only

As
Needed

N811880-S100

Bolts - Rear Driveshaft Pinion Flange - Flange Style
(Note Same Part # as 4X4 CV Flange Bolts)
(4 per pkg, 8 req’d, Order 2 as Needed)

As
Needed

8

BC3Z-4N272-A

Bolts - Rear Driveshaft - for Center Bearing Only

As
Needed

2

W709771-S440

4X2 - Nuts - Transmission Mount Isolator

As
Needed

2

Part Number

Description – All Vehicles

Order
Quantity

Claim
Quantity

XL-1

Motorcraft® Penetrating and Lock Lubricant

XL-2

Motorcraft® High Temp Nickel Anti-Sieze Lubricant

XL-5-A

Motorcraft® Multi-Purpose Grease Spray

XO-5W20-Q1FS

Motorcraft® SAE 5W-20 Full Synthetic – for Wheel Hub

Part Number

Description – 4X4 Vehicles Only

391558-S102

Claim as
Misc. Other
Up to $5 Total

Obtain Locally
Petroleum Jelly
To guarantee the shortest delivery time, an emergency order for parts must be placed.

© Copyright 2021 Ford Motor Company

8

ATTACHMENT II
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B03 - Supplement #2
Certain 2020 Model Year Super Duty F250-F600 Vehicles Equipped with a 10R140 Transmission
Planetary One and Ring Gear Assembly
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION, 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.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st 2021 or later must be inspected and signed off on the repair order by a member of your