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

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

July 12, 2021

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 20N11 - Supplement #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof
Rack Covers
Roof Rack Cover Inspection/Repair
Technical Service Bulletins 19-2364 and 20-2154
2016-2019 Explorer – Roof Rack Covers Loose
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Safety Recall 21S22
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Painted Roof Rack Covers
Roof Rack Cover Inspection/Repair

REF:
REF:

New! REASON FOR THIS SUPPLEMENT
•

•

•
•
•

Certain 2016 - 2019 model year Explorer vehicles equipped with painted roof rack covers were removed
from the 20N11 customer satisfaction program when 21S22 was published.
o Vehicles equipped with satin or chrome plated roof rack covers will remain in 20N11.
o Vehicles previously repaired under 20N11 will not be moved to 21S22.
Technical instructions are updated with a new 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.
New videos are available to supplement the technical instructions.
Epoxy will no longer be used as part of repair.
New part number W709002-SS3GA – Christmas tree retaining pin will be used to secure roof rack
covers, parts will be available via seed stock.

PROGRAM TERMS
This program provides a one-time repair for the roof rack 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 rack 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.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
On some of the affected vehicles, the roof rack covers may become detached from the vehicle.

 Copyright 2021 Ford Motor Company

SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to inspect and secure both sides of the roof rack covers
as described in the technical instructions and replace only broken roof rack covers and retaining clips. This
service must be performed at no charge to the vehicle owner.
NOTE: Both roof rack 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 rack 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 #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair
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 rack 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 #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair

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.

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 5

Customer Satisfaction Program 20N11 - Supplement #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair
New! LABOR ALLOWANCES
PASS: No Parts Replaced, No Photos Required
Inspect both covers, measure and drill 8 holes and install 8
plastic fasteners in both covers.

FAIL: Parts Replaced, Photos Required

Labor Operation

Labor Time

20N11J

0.5 Hours

Labor Operation

Labor Time

20N11K

0.5 Hours

20N11L

0.6 Hours

20N11ZZ

0.2 Hours

Inspect both covers, one fails - remove cover to inspect for
damage, replace damaged retainers, install cover, both
covers - measure and drill 8 holes and install 8 plastic
fasteners
Replace one roof rack cover
Refer to Technical Instructions for Pass/Fail
requirements and acceptable/unacceptable photos

Inspect both covers, both fail - remove both covers to
inspect for damage, replace damaged retainers, install
covers, both covers - measure and drill 8 holes and install 8
plastic fasteners
Replace both roof rack 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 rack
covers via SSSC VIN specific part request (Can be claimed
with labor operation K and L only)

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 5

Customer Satisfaction Program 20N11 - Supplement #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair
New! LABOR ALLOWANCES (continued)
FAIL – 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.
Must include previous OWS claim number of TSB repair
to claim this labor operation code in SSSC approval
request.
If customer paid for repair, previous repair order or
customer receipts must be attached to approval request.

Inspect both covers, one fails - remove cover to inspect for
damage, replace all retainers that are epoxied on, install
cover, both covers - measure and drill 8 holes and install 8
plastic fasteners
Inspect both covers, both fail - remove both covers to
inspect for damage, replace all retainers that are epoxied on,
install covers, both covers - measure and drill 8 holes and
install 8 plastic fasteners

Labor Operation

Labor Time

20N11M

0.7 Hours

20N11N

0.9 Hours

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 3 of 5

Customer Satisfaction Program 20N11 - Supplement #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair
New! PARTS REQUIREMENTS / ORDERING INFORMATION

Video Instruction:
Review the following video clips before ordering parts or attempting to repair a vehicle (Ctrl + Click to follow link):
Roof Rack Cover Inspection with 2mm Feeler Gauge
Roof Rack Cover Removal
Roof Rack Cover Inspection – Checking Interior of Cover for Damage
Retaining Clips Inspection
Roof Rack Base Inspection
TSB Previously Performed, Removing Retaining Clips with Epoxy
Incorrect Drilling Method
Correct Procedure to Measure Drill and Install Push Pins
SSSC Web Contact Site:
Roof rack covers are not available to repair all vehicles, which require replacement.
To place an order for a roof rack 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 racks on top of the vehicle
• Roof racks showing nothing wrong
• Door labels and vehicle license plates
• Front/rear of loose roof rack covers loose/sticking up
Photos are required:
1. RH Roof rack Cover – Base Part Number -78551A46a. Photo must be labeled which side RH or LH with sticky note
b. Two photos required for each part number ordered
c. Show 2mm feeler gauge against roof rack cover as shown in video clip
d. Show why it needs to be replaced and clearly highlighted
2. LH Roof Rack Cover – Base Part Number -78551A47a. Photo must be labeled which side RH or LH with sticky note
b. Two photos required for each part number ordered
c. Show 2mm feeler gauge against roof rack cover as shown in video clip
d. Show why it needs to be replaced and clearly highlighted
3. Roof Rack Base – Base Part Number – 7855114 (RH) or 7855115 (LF)
a. Photo must be labeled which side RH or LH
b. Show why it needs to be replaced and clearly highlighted

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 4 of 5

Customer Satisfaction Program 20N11 - Supplement #3
Certain 2016 - 2019 Model Year Explorer Vehicles equipped with Satin or Chrome Plated Roof Rack Covers
Roof Rack Cover Inspection/Repair
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
See video and photo requirements from previous page before ordering parts.
NOTE: Both roof rack covers should be serviced at time of repair.
Part Number

Description

Order Quantity

RH Roof Rack Cover
As Needed
(part number varies by vehicle – use Ford ECat to identify
the specific part number by VIN)
LH Roof Rack Cover
-78551A47As Needed
(part number varies by vehicle – use Ford ECat to identify
the specific part number by VIN)
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy
and when open ordering resumes.
-78551A46-

Order the parts below through normal order processing channels:
Part Number

FB5Z-7851050-A

Order
Quantity

Description
Retaining Clips (inserted in Roof Rack Base)
(1 per package, 7 each side, 14 possible)
Note: Replacing all 14 clips is not required unless
they are broken and is considered over repairing a
vehicle.

Claim
Quantity

As Required
0 to 14

To guarantee the shortest delivery time, an emergency order for parts must be placed.
Seed Stock:
To ensure an equitable distribution of service parts, part number W709002-SS3GA will be seed stocked over the
next 8 weeks (to dealers with 1 or more VINs assigned to their dealership). Every other week July 12, 2021
through August 30, 2021 the quantity shipped will be equal to a percentage of the vehicles assigned to them.
NOTE: Dealers should schedule vehicles for repair after seed stock is received, additional quantities of
W709002-SS3GA cannot be ordered through SSSC until the seed stock program is completed, which is
expected in September 2021.
Part Number

Description

W709002-SS3GA

Christmas Tree Retainer Pin
(to be drilled into roof rack cover)
(4 per package, 4 per side, 8 required

Order
Quantity

Claim
Quantity

2

8

Dealers will need to access https://web.fsavinlists.dealerconnection.com to determine the total number of affected
vehicles assigned to their dealership.
NOTE: If a dealership wishes to discontinue their seed stock, contact the SSSC via the SSSC Web Contact
Site. Please note that removing a dealership P&A Code from this seed stock program is a permanent action.