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

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

August 19, 2021

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 21B47
Certain 2021 Model Year Navigator Vehicles Equipped with Heavy Duty Trailer Tow
Package – Two-Speed Transfer Case Installation

PROGRAM TERMS
This program will be in effect through August 31, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Navigator

2021

Kentucky Truck

December 2, 2020 through March 9, 2021

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, a one-speed transfer case was installed instead of the two-speed
transfer case that was intended to be installed with the heavy duty trailer tow package. As a result, the
Slow Climb drive mode and the Neutral Tow setting will not be available on the Instrument Panel
Cluster (IPC) message center display. This will prohibit the vehicle from being flat-towed and may
cause poor drivability in extreme off-road conditions.
UNIQUE REQUIREMENTS
Prior to scheduling customer appointments or beginning repairs, submit a Special Service Support
Center (SSSC) Module Update type contact for parts ordering and to initiate the as-built data change
request. Processing this request is expected to take 2-4 days. Therefore, proceed with customer
appointments or repairs only after receiving confirmation from the SSSC.
IMPORTANT: Once the as-built request has been made to the SSSC, DO NOT connect a diagnostic
scan tool to the vehicle as this may cause the new module configuration data to be deleted.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to first initiate a
SSSC contact for parts and as-built data change request. Then dealers are to replace the transfer
case, transfer case wiring harness and the Transfer Case Control Module (TCCM) and reconfigure
the following modules using the Ford Diagnosis and Repair System (FDRS):
• Anti-lock Braking System (ABS) module
• Instrument Panel Cluster (IPC) module
• Power Train Control Module (PCM) and
• Transmission Control Module (TCM)
This service must be performed, on all vehicles in dealer stock and on sold units at no charge to the
vehicle owner.
NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on the 2021 Navigator
vehicles.

 Copyright 2021 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of September 6, 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
QUESTIONS & ASSISTANCE
For questions and assistance, contact the 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 III
PAGE 1 OF 4
CUSTOMER SATISFACTION PROGRAM 21B47

CERTAIN 2021 MODEL YEAR NAVIGATOR VEHICLES EQUIPPED WITH HEAVY
DUTY TRAILER TOW PACKAGE — TWO-SPEED TRANSFER CASE INSTALLATION
UNIQUE REQUIREMENTS
Prior to scheduling customer appointments or beginning repairs, submit a Special Service
Support Center (SSSC) Module Update type contact for parts ordering and to initiate the as-built
data change request. Processing this request is expected to take 2-4 days. Therefore, proceed with
customer appointments or repairs ONLY AFTER receiving confirmation from the SSSC.

SERVICE PROCEDURE
IMPORTANT: DO NOT connect a diagnostic scan tool to the vehicle as this may cause the new

module configuration data to be deleted.
1. Remove the Transfer Case. Please follow the Workshop Manual (WSM) procedures in Section 307-07B.
2. Replace the Transfer Case Wiring Harness. See Figure 1.
FRONT OF
VEHICLE

21155A

FIGURE 1
NOTE: The replacement transfer case comes pre-filled with fluid. Top off as needed.
3. Install the new Transfer Case. Please follow the WSM procedures in Section 307-07B.
4. Remove and discard the Transfer Case Control Module (TCCM). Please follow the WSM procedures in
Section 307-07A.
5. Install the new TCCM. Please follow the WSM procedures in Section 307-07A.

STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 2 OF 4
CUSTOMER SATISFACTION PROGRAM 21B47

Module Programming
IMPORTANT: DO NOT allow the diagnostic scan tool to read the Vehicle Identification Number
(VIN) automatically, MANUALLY enter the VIN ONLY.
6. Connect a battery charger to the 12V battery.
NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not
the 12 volt battery negative terminal to prevent the battery saver mode from activating on the
vehicle.
NOTE: If the diagnostic software does not load make sure there is a good internet connection and the
Vehicle communication module II (VCM II) is properly connected to the Data Link Connector
(DLC).
7. Log into Ford Diagnostic and Repair System (FDRS).
NOTE: DO NOT allow the diagnostic scan tool to read the VIN automatically, MANUALLY enter the
VIN ONLY.
8. Manually enter the VIN.
9. Select Toolbox tab.
NOTE: If the diagnostic scan tool prompts you with "This application will restore the as-built configuration.
Do you wish to continue?" select YES for any of the modules in this procedure.
10. From the list on the Left Hand (LH) side of the screen, select the ABS.
11. From the list on the Right Hand (RH) side of the screen, locate ABS - Anti-lock Brake System (ABS)
Module Configuration and click "Download".
12. Click "RUN". Follow all on-screen instructions carefully.
13. From the list on the LH side of the screen, select the IPC.
14. From the list on the RH side of the screen, locate IPC - Instrument Panel Cluster (IPC)
Configuration and click "Download".
15. Click "RUN". Follow all on-screen instructions carefully.
16. From the list on the LH side of the screen, select the PCM.
17. From the list on the RH side of the screen, locate PCM - Powertrain Control Module (PCM)
Configuration and click "Download".
18. Click "RUN". Follow all on-screen instructions carefully.
19. From the list on the LH side of the screen, select the TCM.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021

ATTACHMENT III
PAGE 3 OF 4
CUSTOMER SATISFACTION PROGRAM 21B47

20. From the list on the RH side of the screen, locate TCM - Transmission Control Module (TCM)
Configuration and click "Download".
21. Click "RUN". Follow all on-screen instructions carefully.
22. From the list on the RH side of the screen, select Self-Test and click RUN.
23. Click the Run Selected Tests button in the lower right.
24. Click the Clear & Retest button at the top of the screen to clear DTC's in all modules.
25. Disconnect the battery charger from the 12V battery once the programming has completed.
26. Verify the Slow Climb drive mode and Neutral Tow setting are available on the IPC message center
display. Refer to the Owner's Manual for additional information.
27. With the vehicle in Normal 4A drive mode, drive for a minimum of 1 mile at 40-45 miles per hour,
conducting various heavy pedal (greater than 60%) tip ins in between steady state driving. Check
for any driveline vibrations while in Normal 4A drive mode.
-Are there are any vibrations from the driveline coming through the accelerator pedal?
NO - Repair is complete.
YES - Contact the SSSC for assistance.

Important Information for Module Programming

NOTE: When programming a module, use the following basic checks to ensure programming completes
without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and connect
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect VCM II/Vehicle Communication and Measurement Module (VCMM) and cables for any damage.
Make sure scan tool connections are not interrupted during programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC
system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions Key On Engine Off (KOEO). Starting the vehicle before creating a session will cause
errors within the programming inhale process.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021

ATTACHMENT III
PAGE 4 OF 4
CUSTOMER SATISFACTION PROGRAM 21B47

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the DLC and from the diagnostic scan tool.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and diagnostic scan tool. Launch FDRS. The
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not,
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021

ATTACHMENT I
Page 1 of 2
NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 21B47
Certain 2021 Model Year Navigator Vehicles Equipped with Heavy Duty Trailer Tow Package
Two-Speed Transfer Case Installation
OASIS ACTIVATION
OASIS will be activated on August 19, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 19,
2021. Owner names and addresses will be available by September 21, 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
Dealers are pre-approved for up to 2 days for a comparable 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 2 rental days is required from the
SSSC via the SSSC Web Contact Site.
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. Claim the difference of pre-approved days, or any additional
rental days approved by the SSSC as instructed.

 Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 21B47
Certain 2021 Model Year Navigator Vehicles Equipped with Heavy Duty Trailer Tow Package
Two-Speed Transfer Case Installation
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 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 (21B47) is the sub code.
 Customer Concern Code (CCC): A99 – Administrative, Maintenance, Misbuilt, etc.
 Condition Code (CC): 38 – Wrong Part
 Causal Part Number: 7A195 – Transfer Case
 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.
• Provision for Locally Obtained Supplies: Includes XT-10-QLVC, TA-24-B and XT-12QULV.
NOTE: The listed chemicals can be used on multiple vehicles.
o Program Code: 21B47
o Misc Expense: OTHER
o Amount: Actual cost up to $15.00
• 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.
• 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 3
NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 21B47
Certain 2021 Model Year Navigator Vehicles Equipped with Heavy Duty Trailer Tow Package
Two-Speed Transfer Case Installation
LABOR ALLOWANCES

IMPORTANT: Once the as-built request has been made to the SSSC, DO NOT connect a

diagnostic scan tool to the vehicle as this may cause the new module configuration data to be
deleted. IDS cannot be used on the affected vehicles.
Description
- Submit a SSSC Module Update type contact for parts ordering
and as-built data change request.
- Replace transfer case, transfer case wiring harness and TCCM.
- Reconfigure the ABS, IPC, PCM and TCM using the FDRS.
- Perform a road test to validate the repair.

Labor Operation

Labor Time

21B47B

5.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

The transfer case, transfer case wiring harness, and TCCM parts order will be placed
by the SSSC on your behalf via the Module Update contact:
Order
Quantity

Claim
Quantity

Transfer Case