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

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

April 26, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner

PROGRAM TERMS
This program will be in effect through April 30, 2022. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of one year from April 26, 2021 to 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 on or after May 20, 2021 to
contact customers.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Mustang
GT500/GT350

2020

Flat Rock
Assembly

December 2, 2019 through December 16, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the engine’s secondary timing chain tensioner may not have been
properly activated during assembly, which could result in a timing loss. Timing loss could lead to
internal engine damage, a rough running engine, and engine misfires.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
inspect the vehicle for secondary timing chain tensioner activation. 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 May 10, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether 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

© Copyright 2021 Ford Motor Company

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 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner
Mobil Inspection Recommendations
•
•
•
•

Mobile Inspection is only for inspecting the timing chain tensioner through the oil fill.
Confirm with customer a mobile inspection is feasible.
Check OASIS prior to going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
Transportation – due to the simplicity of these inspections, a specialty vehicle is not required.

Mobile Inspection Additional Information
Please ensure the technician brings the following to the mobile inspection destination:
• Printed Technical Instructions.
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Charged cell phone, and laptop.
• Shirt/uniform and vehicle graphic with dealership or Ford logos ar e recommended.
• Recommended tools for inspection: mirror, flashlight, tools to reposition degas bottle.
Mobile Inspection Questions and Assistance
•
•

For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.

OASIS ACTIVATION
OASIS will be activated on April 26, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on April 26, 2021.
Owner names and addresses will be available by May 24, 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.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner
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.
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.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner
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 21B26 is the sub code.
▪ Customer Concern Code (CCC): D50
▪ Condition Code (CC): 12
▪ Causal Part Number: 6K254
▪ 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.
Towing Allowance: A towing allowance is being provided for vehicles that require repair at
the dealership. To claim the allowance, enter the actual towing cost as OTHER in the Misc.
Expense area of the claim form. Please provide a Towing Invoice to the SSSC. Contact the
SSSC if the vehicle is inaccessible for mobile inspection and requires additional support for
towing.

•

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner
LABOR ALLOWANCES
Description – GT500 and GT350
Dealership Inspection – Inspect tensioner through oil fill
Mobile Inspection – Can be used with 21B26A when
inspection takes place away from the dealership
• If additional time is required due to travel, please
submit an SSSC approval form
Does Not Pass Inspection - Remove cam covers to check if
timing is out
Timing is good, remove front cover, replace secondary drive
tensioner, guide, and chain
Does Not Pass Inspection - Remove cam covers to check if
timing is out:
Timing is out, remove spark plugs perform cylinder leak
down
No contact - remove front cover replace secondary drive
tensioner, guide, chain, Cylinder head and set timing
Does Not Pass Inspection - Remove cam covers to check if
timing is out:
Timing is out, remove spark plugs perform cylinder leak
down
Contact - remove front cover replace secondary drive
tensioner, guide, chain, cylinder head, set timing and replace
pistons and rod
•

Labor Operation

Labor Time

21B26A

0.4 Hours

21B26MM

0.5 Hours

MT21B26B

Up to 8.0 Hours

MT21B26C

Up to 16.5
Hours

MT21B26D

Up to 20.0
Hours

IMPORTANT: Please contact the SSSC before moving forward with the following repair labor
operations: MT21B26B, MT21B26C and MT21B26D. Only one “Does Not Pass Inspection”
labor operation can be claimed per vehicle if the vehicle does not pass inspection. The “Does
Not Pass Inspection” labor operation can be claimed with dealership inspection “21B26A” and
mobile inspection “21B26MM” if utilized.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B26
Certain 2020 Model Year Mustang GT500/GT350 Equipped with a 5.2L Engine
Secondary Timing Chain Tensioner
PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To place an order for parts submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
Order
Quantity

Claim
Quantity

Chain (Secondary)

2

2

*-6K254-*

Tensioner (Secondary)

2

2

*-6K297-*

2

2

1

1

*-6108-*

Guide/Shoe (Secondary)
Oil Filter
PST (GT500)

8

8

*-6135-*
*-6140-*

PIN PST (GT500)
RET PST PIN (GT500)

8
16

8
16

*-6200-*

ROD ASY (GT500)

8

8

*-6148-*

Ring Pack (GT500)

8

8

*-6049-*

Cylinder Head Assembly RH (GT500)

1

1

*-6049-*

Cylinder Head Assembly LH (GT500)

1

1

*-6065-*

Cylinder Head Bolt

20

20

*-6211-*

Con Rod Bearing (do not replace)

16

16

*-6564-*

Rocker Arm (GT500)

16

16

*-6079-*

Gasket Set (GT500)

1

1

Part Number