 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 5 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)
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy
and when open ordering resumes.
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. 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.

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 dealers fixed operations
management team or an employee the task has been delegated to. If the task is to be delegated to a nonmanagement 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 1st 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 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

CERTAIN 2016-2019 MODEL YEAR EXPLORER VEHICLES EQUIPPED WITH SATIN
OR CHROME PLATED ROOF RACK COVERS— ROOF RACK COVER INSPECTION/
REPAIR
Table Of Contents

Inspection.............................................................................................................4

Pass / Fail............................................................................................................. 6

Cleaning..............................................................................................................11

Drilling and securing.........................................................................................12

Appendix A - Picture Requirement...................................................................17

OVERVIEW
Most customers can be serviced in one dealer visit by completing the following:
• Inspection procedure, all parts are reusable.
• Clean Off Adhesive from prior repair.
• Drilling and Push Pin installation.
• No SSSC contact necessary.
• No photos required.
Review the videos below before starting this repair procedure:
Inspection with Feeler Gauges
Roof Rack Cover Removal
Roof Rack Cover Inspection
Retaining Clips Inspection
Roof Rack Base Inspection
Removing Retaining Clips with Epoxy
Wrong Drilling Method
Correct Procedure to Measure, Drill and Install Push Pins
Materials List

2mm Feeler Gauge
Paint Stick or Marker

Sharp 15/64 Drill Bit
Tape Measure

Painters Tape
Cardboard

SERVICE PROCEDURE
NOTE: Perform this repair on both sides of the vehicle.
NOTE: Most customers should be serviced in one visit with the push pin retainers and do not require
parts or photos.
Identify all the parts that require replacement, and take digital images.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

ATTACHMENT III
PAGE 2 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

Part orders can be expedited by successfully completing the following:
a. Complete each step of this inspection procedure.
b. Identify and clearly highlight location of damage.
c. Obtain digital images, label RH or LH side.
A loose or lifted roof rack cover in the front or rear does not indicate the need for parts to be replaced, the
root cause needs to be identified in the inspection procedure. See Figures 1, 2 and 3.

LIFTED ROOF
RACK COVER
21202A

FIGURE 1
NOTE: The roof rack base front end caps do not need to be replaced if the roof rack passes inspection.
Only replace the roof rack base front end caps if damage has occurred during transfer of parts.
FRONT OF
VEHICLE
LIFTED ROOF RACK
BASE FRONT END CAP

STUD FOR
MISSING NUT
STUD FOR
21202B NUT
MISSING

FIGURE 2

STUD FOR
MISSING NUT
PLACE COPY HERE

STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 3 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

NOTE: The roof rack base rear gutter molding does not need to be replaced if the roof rack passes
inspection. Only replace the roof rack base rear gutter molding if damage has occurred during
transfer of parts.

FRONT OF
VEHICLE

LIFTED ROOF RACK BASE
REAR GUTTER MOLDING

21202C

FIGURE 3

STUD FOR
MISSING NUT

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

ATTACHMENT III
PAGE 4 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

Inspection Procedure
NOTE: This inspection is to be performed on both sides.
1. Using a 2 mm feeler gauge, check the spacing on the front and rear of both the RH and LH roof rack
covers. See Figure 4. If the feeler gauge fits between the roof rack cover and the roof rack base then it
fails inspection. Does the roof rack covers pass or fail?
NOTE: A failing roof rack cover does not require replacement at this time, further investigation is required.
If FAIL - For RH roof rack cover, take a picture of the feeler gauge in position of the failing roof rack

cover, then Proceed to Step 2.

- For LH roof rack cover, take a picture of the feeler gauge in position of the failing roof rack

cover, Proceed to Step 2.
If PASS - For RH roof rack cover, Proceed to Drilling and Securing procedure on Page 12.

- For LH roof rack cover, Proceed to Drilling and Securing procedure on Page 12.
FEELER GAUGE

FEELER GAUGE

FAIL

PASS
21202S

FIGURE 4

STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE

ATTACHMENT III
PAGE 5 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

2. Inspect the affected roof rack cover(s), roof rack base, retaining clips (seven each side), and roof rack
retaining towers (seven each side).
a. Remove the affected roof rack cover(s). See Figure 5.

2

1
21202D

FIGURE 5

STUD FOR
MISSING NUT

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE

ATTACHMENT III
PAGE 6 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

NOTE: Roof rack base removed from vehicle for clarity.
NOTE: A broken roof rack base hook does not need to be replaced.
b. Inspect the affected roof rack base. See Figure 6.

i. If broken, take photos of roof rack base for both the RH and LH.

1. Photos must be clearly labeled RH or LH.

2. Damaged roof rack bases must be clearly identified with a bright highlighter or
similar.
PASS

PASS

ROOF RACK FRONT HOOK

FAIL

PASS
ROOF RACK
CLIP SOCKET

FRONT OF
ROOF RACK
21202E

FIGURE 6

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

STUD FOR
MISSING NUT
PLACE COPY HERE

ATTACHMENT III
PAGE 7 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

c. Inspect the retaining clips (7 per side) on the affected side without removing them from the roof
rack base. See Figures 7, 8 and 9.

i. Clips that are reusable:

• Different colors.

• Different styles.

• No major damage identified.

ii. Clips that cannot be reused:

• Missing.

• All or partial of the top missing from the clip base.

• Broken retaining tang.

• Covered in epoxy from a previous repair.
TOP OF
RETAINING CLIP

RETAINING CLIP
TANG

RETAINING CLIP
BASE

BOTTOM OF
RETAINING CLIP
21202F

FIGURE 7

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 8 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

FAIL

MISSING CLIP

BROKEN CLIP

BROKEN TANG

21202G

FIGURE 8
PASS

FIGURE 9

21202H
STUD
FOR
MISSING NUT

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2021

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 9 OF 18
CUSTOMER SATISFACTION PROGRAM 20N11-S3

d. Inspect the retaining towers (7 each side) on the interior or underside of the affected roof rack
cover(s). See Figure 9.

i. Broken tangs do not require replacement.

ii. If broken, take photos of retaining towers on the roof rack covers.

1. Photos must be clearly labeled RH or LH.

2. Broken retaining towers must be clearly identified with a bright highlighter or
similar.
PASS

FAIL

IT IS OK FOR THE
TANG TO BE BROKEN
OR MISSING