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

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

August 4, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21B42 – Supplement #1
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles
Equipped with a 6.7L Diesel or 7.3L Gas Engine
Certification Label and Front Spring Mismatch to Order Guide

REF:

Customer Satisfaction Program 21B42
Dated: July 13, 2021

New! REASON FOR THIS SUPPLEMENT
• Service Action and Technical Information: Clarification regarding the Incomplete Vehicle Label.
PROGRAM TERMS
This program will be in effect through July 31, 2022. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of July 31, 2022.
We recommend dealers utilize their FSA VIN Lists name and address available on July 13, 2021 to
contact customers with affected vehicles to determine which of the three options, as described below,
the customer will be selecting.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Super Duty
F-350
F-450

2020-2021

Kentucky Truck,
Ohio Assembly

November 16, 2019 through November 09, 2020

F-550
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
All of the affected vehicles were built with front spring and front gross axle weight rating (FGAWR)
below the customer expected value. The marketing Order Guide stated that on units equipped with
Ambulance & Wrecker packages, customers would get up to 7000 lb front spring FGAWR. The front
coil springs were built to match the FGAWR labels on these units. The customer did not receive the
front coil spring capability they were expecting based on the data in the marketing Order Guide and
their reserve capacity might be lower than expected.

© Copyright 2021 Ford Motor Company

New! SERVICE ACTION
For in-stock vehicles: Before delivering any new in-stock vehicles involved in this program, dealers
are to replace the vehicle’s certification weight label, both front coil springs, and for F-350 4X2 Twin I
Beam vehicles only perform a front wheel alignment.
Upfitter NOTE: For incomplete vehicles, apply the Incomplete Vehicle (larger) Label to the
Incomplete Vehicle book on top of the current label.
Dealer NOTE: For complete vehicles, destroy the Incomplete Vehicle Label (there should be no
incomplete book for built up ambulances or wreckers).
For sold vehicles: Customers have three options associated with this program (Refer to the Owner
Letter for more information):
1. Compensation for the equivalent value of the vehicle specification originally ordered ($125).
See Customer Waiver at the bottom of the Customer Letter.
2. Dealer to modify the vehicle to meet the original specified FGAWR of up to 7000 lbs by
replacing both front coil springs and the safety certification label at no charge to the vehicle
owner.
3. Dealer to process a refund request for a previously paid repair of front coil springs. See
Refund section below for more information.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of July 26, 2021. Dealers should repair any affected
vehicles that arrive at their dealerships, 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 Letter
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
Customer Satisfaction Program 21B42 - Supplement #1
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
OASIS ACTIVATION
OASIS will be activated on July 13, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 13, 2021.
Owner names and addresses will be available by August 13, 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
• 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
July 31, 2022.
• 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with front coil spring replacement.
RENTAL VEHICLES
Rental vehicles are not approved for this program.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B42 - Supplement #1
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
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.
o When entering claims:
▪ Claim type 31: Field Service Action. The FSA number (21B42) is the sub code.
▪ Customer Concern Code (CCC): A99 - Administrative, mis-built
▪ Condition Code (CC): 38 - Wrong Part
▪ Causal Part Number: 5310
▪ 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 Supply: Includes the following Motorcraft chemicals or
equivalent - XL-2 High Temp Nickel Anti-Seize Lubricant and XO-5W20-QFS SAE Full
Synthetic Motor Oil (containers cover multiple vehicles).
o Program Code: 21B42
o Misc Expense: OTHER
o Amount: Actual cost up to $3.00
•

Refunds: Submit refunds on a separate repair line.
- Program Code: 21B42
- 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 3
Customer Satisfaction Program 21B42 - Supplement #1
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
New! LABOR ALLOWANCES
Description
Replace Certification Label (Includes SSSC Contact) and
Replace Both (LH/RH) Front Coil Springs
Incomplete vehicles: Apply Incomplete Vehicle Label to the
Incomplete Vehicle book on top of the current label.
Completed Vehicles: Destroy the Incomplete Vehicle Label.
Alignment for Front Total Toe
F-350 4X2 Twin I beam Vehicles Only.

Labor Operation

Labor Time

21B42B

1.3 Hours

21B42C

0.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

F-450 - F-550 Monobeam Frame Only - 4X4 and 4X2
5C3Z-5310-AA

Front Coil Spring

2

2

W717718-S439

Flange Nut - Shock Absorber Lower

2

2

W500765-S439

Bolt - Shock Absorber Lower

2

2

W520214-S440

Nut - Stabilizer Link Upper

2

2

XL-2

Motorcraft® High Temperature Nickel Anti-Seize
Lubricant

XO-5W20-QFS

Motorcraft® SAE 5W-20 Full Synthetic Motor Oil
(Use 1 drop on Wheel Stud Threads per WSM)

Part Number

Description

Claim as
Misc. Other
Up to $3.00 Total

Order
Quantity

Claim
Quantity

F350 Twin-I Beam Frame Only - 4X2
7C3Z-5310-ZC

Front Coil Spring - F-350 4X2 Twin-I Beam

2

2

N806085-S441

Nut - Shock Absorber Lower

2

2

N802455-S439

Fastener - Upper Spring Bracket

2

2

34992-S2

Nut - Lower Spring

2

2

W706345-S439

Bolt - Sway Bar Link Upper

2

2

W520117-S441

Nut - Sway Bar Link Upper

2

2

XL-2

Motorcraft® High Temperature Nickel Anti-Seize
Lubricant

XO-5W20-QFS

Motorcraft® SAE 5W-20 Full Synthetic Motor Oil
(Use 1 drop on Wheel Stud Threads per WSM)

Claim as
Misc. Other
Up to $3.00 Total

PARTS REQUIREMENTS / ORDERING INFORMATION Continued on Next Page
© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B42 - Supplement #1
Certain 2020-2021 Model Year F-350 to F-550 Ambulance and Wrecker Vehicles Equipped with a
6.7L Diesel or 7.3L Gas Engine - Certification Label and Front Spring Mismatch to Order Guide
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Part Number

Description

Order
Quantity

Claim
Quantity

F-350 Monobeam Frame Only - 4X4
5C3Z-5310-CA

Front Coil Spring - F-350 4X4 Monobeam

2

2

W717718-S439

Flange Nut - Shock Absorber Lower

2

2