NHTSA ID Number: 10191184
Manufacturer Communication Number: 21B19
TSB/Document Date: 2021-05-04
Summary
In all of the affected vehicles, the AWD module was assembled with an incorrect transistor that controls the transition between AWD and 2WD. When this transistor fails the vehicle will remain in either AWD or 2WD and not transition between the drive states. This can cause the wrench light to illuminate in the instrument cluster.
David J. Johnson
Director
Service Engineering Operations
Ford
Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
April 9, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B19
Certain 2020 - 2021 Model Year Bronco Sport, Escape, and Corsair Vehicles with
AWD
AWD Module Replacement
PROGRAM TERMS
This program will be in effect through April 30, 2022. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of April 30, 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 to contact customers with
affected vehicles. FSA VIN Lists are expected to be available on May 7, 2021.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Bronco Sport
2021
Hermosillo
December 14, 2020 through February 10, 2021
Escape
2020
Louisville
December 2, 2020 through December 17, 2020
Corsair
2021
Louisville
December 3, 2020 through December 7, 2020
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the AWD module was assembled with an incorrect transistor that
controls the transition between AWD and 2WD. When this transistor fails the vehicle will remain in
either AWD or 2WD and not transition between the drive states. This can cause the wrench light to
illuminate in the instrument cluster.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to replace the AWD
module. This service must be performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of April 26, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
© Copyright 2021 Ford Motor Company
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
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 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B19
Certain 2020 - 2021 Model Year Bronco Sport, Escape, and Corsair Vehicles with AWD
AWD Module Replacement
OASIS ACTIVATION
OASIS will be activated on April 9, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on April 9, 2021.
Owner names and addresses will be available by May 7, 2021.
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.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
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.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B19
Certain 2020 - 2021 Model Year Bronco Sport, Escape, and Corsair Vehicles with AWD
AWD Module Replacement
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.
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 21B19 is the sub code.
▪ Customer Concern Code (CCC): E29
▪ Condition Code (CC): 42
▪ Causal Part Number: 7P238
▪ 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.
• 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 EFC08708,
2021 Lincoln Pickup & Delivery Updates for details.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B19
Certain 2020 - 2021 Model Year Bronco Sport, Escape, and Corsair Vehicles with AWD
AWD Module Replacement
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
21B19B
1.1 Hours
21B19C
1.0 Hour
Replace AWD module – Escape and Corsair
Replace AWD module – Bronco Sport
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
W719675-S451
Seat to Body Bolts (4 in package, 4 required)
Order
Quantity
Claim
Quantity
1
4
LX6Z-7P238-AANP AWD Module
1
1
Order your parts requirements 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.
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 environ mental 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 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B19
Certain 2020 - 2021 Model Year Bronco Sport, Escape, and Corsair Vehicles with AWD
AWD Module Replacement
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1 st 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
dealers fixed operations management team or an employee the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
•
All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.
•
Inspect the replaced parts to verify the FSA repair was completed.
•
If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.
•
After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.).
•
This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1 st 2021 or later. Any eligible FSA claims requiring parts replacement,
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA
parts inspection process (electronic or handwritten) is independent from other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.
© Copyright 2021 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 21B19
CERTAIN 2021 MODEL YEAR BRONCO SPORT AWD, 2020 ESCAPE AWD,
AND 2021 CORSAIR AWD VEHICLES — ALL-WHEEL DRIVE (AWD) MODULE
REPLACEMENT
SERVICE PROCEDURE
1. Locate the RDU and record the serial number. If needed, use a small dry rag to clean it. The RDU
serial number is required to program the vehicle information into the new AWD module. See Figure 1.
NOTE: Do not use brake cleaner to clean off the serial number.
SERIAL NUMBER
21130A
FIGURE 1
2. Replace the All-Wheel Drive (AWD) Module. Please follow the Workshop Manual (WSM) procedures
in Section 307-07A for Bronco Sport vehicles, Section 308-07A for Escape vehicles, and Section
307-07A for Corsair vehicles.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
4/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
April 2021
Customer Satisfaction Program 21B19
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 All Wheel Drive (AWD) module that controls the
vehicle’s power distribution to the wheels was manufactured with an
incorrect transistor.
What is the effect?
If the transistor fails, the vehicle will stay in either all-wheel drive or twowheel drive and not transition between the drive states. The wrench light
may illuminate in the instrument cluster.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the AWD module free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until April 30, 2022
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.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B19. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access
owner.ford.com for dealer addresses, maps, and driving instructions.
Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed.
© Copyright 2021 Ford Motor Company
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
downloaded through the App Store or Google Play. In addition there are
other features such as reserving parking in certain locations and controlling
certain functions on your vehicle (lock or unlock doors, remote start) if it is
equipped to allow control.
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.
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: owner.ford.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: 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 2021 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
April 2021
Customer Satisfaction Program 21B19
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln 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 All Wheel Drive (AWD) module that controls the
vehicle’s power distribution to the wheels was manufactured with an
incorrect transistor.
What is the effect?
If the transistor fails, the vehicle will stay in either all-wheel drive or twowheel drive and not transition between the drive states. The wrench light
may illuminate in the instrument cluster.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the AWD module free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until April 30, 2022
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.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B19. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
Lincoln owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with
a Lincoln vehicle for use during service. Please request Lincoln Pickup &
Delivery through your dealership if you would like to take advantage of this
option.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
If you do not already have a servicing dealer, you can access
owner.lincoln.com for dealer addresses, maps, and driving instructions.
The Lincoln Motor Company wants you to have this service action
completed on your vehicle. The vehicle owner is responsible for making
arrangements to have the work completed.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner App. The
app can be downloaded through the App Store or Google Play. In addition
there are other features such as reserving parking in certain locations and
controlling certain functions on your vehicle (lock or unlock doors, remote
start) if it is equipped to allow control.
COVID-19
(CORONAVIRUS)
Lincoln dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting client vehicles and vehicles used for
Pickup & Delivery* both 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 Lincoln and your local dealer are working hard to keep you on the road
during these challenging times, please visit owner.lincoln.com.
*Complimentary Lincoln Pickup & Delivery Service is available for all 2017
model year and newer Lincoln vehicles within the 4-year/50,000 mile New
Vehicle Limited Warranty. Contact your preferred dealer for
important details. Mileage limitations may apply.
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
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: owner.lincoln.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: fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
Thank you for your attention to this important matter.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
The Lincoln Motor Company
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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TSB/Document ID: 21B19
Replacement Service Bulletin Number:
MFR Communication Date: 2021-04-09
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Communication Type: Service Bulletin/Repair Instructions
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