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:

Customer Satisfaction Program 21N01
Certain 2016-2018 Model Year Explorer Vehicles
High-Speed Cooling Fan Motor Relay

PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the high-speed cooling fan relay and
respective electrical terminals, if affected, to ten (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.
If a vehicle has already exceeded either the time or mileage limits, this no-cost, one-time repair will
last through August 31, 2022.
Program eligibility is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Explorer

2016-2018

Chicago

Build Dates
September 19, 2014 through December 1, 2017

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE TIME REPAIR
After extended idling, the high-speed cooling fan relay may fail in some of the affected vehicles. A
failure will cause the fan to either continuously run or never turn on. A continuously running fan will
increase the temperature of the relay’s connections (terminals) to beyond their design maximum. This
may eventually create an electrical arc which heats and damages the relay terminals. Customers may
experience a drained battery and a non-functional or even a melted/burned high-speed cooling fan
relay inside the battery junction box (BJB). A damaged non-functional relay, causing the fan to never
turn on may lead to engine overheating at idle.
SERVICE ACTION
Dealers are to replace (splice) the four affected high-speed cooling fan relay terminals in the BJB and
reroute the new terminals to a new larger relay. 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 September 06, 2021. Dealers should repair any
affected vehicles that experience high-speed cooling fan relay issues, whether or not the customer
has received a letter.

 Copyright 2021 Ford Motor Company

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 21N01
Certain 2016-2018 Model Year Explorer Vehicles
High-Speed Cooling Fan Motor Relay
OASIS ACTIVATION
OASIS will be activated on August 19, 2021.
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
March 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 a high-speed cooling fan relay issue.

RENTAL VEHICLES
The use of rental vehicles is 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

Customer Satisfaction Program 21N01
Certain 2016-2018 Model Year Explorer Vehicles
High-Speed Cooling Fan Motor Relay

ATTACHMENT I
Page 2 of 2

CLAIMS PREPARATION AND SUBMISSION
• Note: All repairs for this program should be claimed using the claim entry direction below
regardless if the vehicle is still under the New Vehicle Limited Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 21N01 if vehicle is still within time and mileage limits.
o Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.

•

•

•

Description When Entering Claims

Enter Value:

Claim Type

31-Field Service Action

Sub Code

21B05

Customer Concern Code (CCC)

A91 – EDS Electrical Components

Condition Code (CC)

46 – Burned Out

Causal Part Number
14B192
QTY: 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: 3/8-inch heat shrink tubing with lined adhesive:
o Program Code: 21N01
o MISC. Expense: OTHER
o Amount: Up to $2.00
Refunds: Submit refunds on a separate repair line.
- Program Code: 21N01
- 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 2

Customer Satisfaction Program 21N01
Certain 2016-2018 Model Year Explorer Vehicles
High-Speed Cooling Fan Motor Relay
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

21N01B

0.6 Hours

Splice Four (4) New Terminals in the Battery Junction Box
and Reroute the New Terminals to a New Larger Relay
PARTS REQUIREMENTS / ORDERING INFORMATION

Order
Quantity

Claim
Quantity

JU2Z-14474-BA

Wire Circuit kit – Repair for Blue/Red and
Green/Orange Wires with Terminals, Crimp Tubes,
and Heat Shrink
(5 sets per pkg, 2 req’d)
NOTE: Heat Shrink included may not fit over crimp
tubes per this kit. See allowance below as needed.

1

2

KU2Z-14474-EA

Wire Circuit kit – Repair for Grey and Brown Wires with
Terminals, Crimp Tubes, and Heat Shrink
(5 sets per pkg, 2 req’d)

1

2

F8OZ-14N089-AA

Relay - Full Iso, for High-Speed Cooling Fan

1

1

Part Number

Description

As Needed
Claim as MISC
OTHER up to $2.00
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Obtain Locally

3/8 Inch Heat Shrink Tubing with Lined Adhesive

DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
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.

 Copyright 2021 Ford Motor Company

Customer Satisfaction Program 21N01
Certain 2016-2018 Model Year Explorer Vehicles
High-Speed Cooling Fan Motor Relay

ATTACHMENT II
Page 2 of 2

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 non-management 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 13
CUSTOMER SATISFACTION PROGRAM 21N01

CERTAIN 2016-2018 MODEL YEAR EXPLORER VEHICLES — HIGH SPEED
COOLING FAN MOTOR RELAY
SERVICE PROCEDURE
NOTE: The high speed cooling fan relay (R11) will be relocated to the (R24) position in the Battery
Junction Box (BJB) as shown in Figures 1 and 2.

TOP VIEW OF BJB
2039Q

FIGURE 1

STUD FOR
MISSING NUT
BOTTOM VIEW OF BJB

FIGURE 2
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2021

STUD FOR
2039P
MISSING
NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 2 OF 13
CUSTOMER SATISFACTION PROGRAM 21N01

1. Disconnect the positive and negative battery cables and position the cables and harness aside. Please
follow the Workshop Manual (WSM) procedures in Section 414-01.
2. Remove the Battery Junction Box (BJB) cover. See Figure 3.

2039E

FIGURE 3

E202368

3. Remove the nuts and power feed cables from the BJB studs and position aside both power feed
cables. See Figure 4.

x2

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
2039D
MISSING
NUT

E202332

FIGURE 4

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

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

ATTACHMENT III
PAGE 3 OF 13
CUSTOMER SATISFACTION PROGRAM 21N01

4. Record the amperage and location of the fuses and location of the relay's in the area shown in Figure 5.
Then, remove all of the fuses and relay's within the red boxed area shown. See Figure 5.
NOTE: It is recommended to take a close up picture, of your particular vehicles BJB fuse and relay
population, which will also aid in the reinstallation later in this procedure.
NOTE: The BJB has been removed in some of the following Figures for clarity.

NEW RELAY
LOCATION
R24

ORIGINAL RELAY
LOCATION
R11

BJB ASSEMBLY

BJB POWER FEED CABLE CONNECTIONS

2039F

FIGURE 5

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

STUD FOR
MISSING NUT
STUD FOR

ATTACHMENT III
PAGE 4 OF 13
CUSTOMER SATISFACTION PROGRAM 21N01

5. Using a pair of needle nose pliers, pull straight up to remove the Terminal Position Assurance (TPA)
plastic insert from the BJB as shown in Figure 6.

TPA PLASTIC INSERT

2039G

FIGURE 6

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
08/2021

ATTACHMENT III
PAGE 5 OF 13
CUSTOMER SATISFACTION PROGRAM 21N01

6. Using a pocket screwdriver, release the four (4) BJB tabs (two (2) on each side) and separate the upper
half of the BJB from the lower half. See Figures 7 and 8.

2039H

FIGURE 7

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2039U

FIGURE 8

PLACE COPY HERE
PLACE COPY HERE

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

PLACE COPY HERE

ATTACHMENT III