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

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

September 13, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020
Navigator Vehicles Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
Customer Satisfaction Program 21N03
Dated July 15, 2021

REF:

New! REASON FOR THIS SUPPLEMENT
• Owner Notification Mailing Schedule: Owner letters are scheduled to mail during the week
of September 27, 2021
• Submitting Claims with Ford Protect for Balance Remaining: Added instruction on how to
claim the customer paid portion of the FSA with Ford Protect.
• Submitting Claims with Customer Loyalty Program for Balance Remaining: Added
instruction on how to claim the customer paid portion of the FSA using CLP Funds.
NEW! PROGRAM TERMS
This program extends the warranty coverage of the engine cam phasers until January 1, 2023
provided the Repair Order (RO) date of Powertrain Control Module reflash under Customer
Satisfaction Program 21B10 occurs on or before February 28, 2022.
Ford will cover the repair or refund costs following the proration table below using the mileage shown
on the RO.
Ford Vehicles
Lincoln Vehicles
Mileage
Ford Will Cover
Mileage
Lincoln Will Cover
Up to 69,999
100%
Up to 79,999
100%
70,000 – 79,999
66%
80,000 – 89,999
66%
80,000 – 89,999
33%
90,000 – 99,999
33%
90,000 or higher
0%
100,000 or higher
0%
This is a one-time repair program.
Coverage is automatically transferred to subsequent owners.

© Copyright 2021 Ford Motor Company

VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
F-150*

Build Dates

Dearborn

March 10, 2016 through November 30, 2019

Kansas

April 15, 2016 through November 30, 2019

2017-2020

Expedition

2018-2020

Kentucky Truck

March 14, 2017 through November 30, 2019

Navigator

2018-2020

Kentucky Truck

March 16, 2017 through December 21, 2019

Note: This program now includes the F-150 Raptor/Limited variants.
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, an undesirable noise may develop from the cam phasers in the 3.5L
GTDI engine. This noise might occur as a rattle when starting the engine after the vehicle was turned
off for an extended period of time or as a knocking noise when the engine is idling after it is warmed
up. These concerns should be addressed by the updated calibration provided in FSA 21B10.
However, for peace of mind, Ford is providing an extended warranty for customers who receive the
PCM update under program 21B10 prior to February 28, 2022 and continue to experience cam
phaser noise after receiving that PCM update,
A cam phaser that has developed an undesirable noise does not affect the vehicle safety,
performance, or emissions.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace all four cam phasers. This service
will be covered by Ford Motor Company following the proration table contained within the term and
conditions.
NEW! OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of September 27, 2021. Dealers should repair any
affected vehicles that experience undesirable cam phaser noise after field service action 21B10,
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 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
OASIS ACTIVATION
OASIS was activated on March 2, 2021. Vehicles will not show FSA 21N03 until FSA 21B10 has been
completed and processed.
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
February 28, 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 cam phaser replacement due to
unacceptable noise.
• To ensure that the correct proration is applied follow the directions in the Refund Claiming
section.
Note: FSA 21B10 must be claimed by February 28, 2022 to activate 21N03 and provide eligibility
for customer refunds. Please contact the SSSC if the customer no longer owns the vehicle.
RENTAL VEHICLES
Dealers are pre-approved for up to 1 day for a 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 1 rental day 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 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
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
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 21N03 is the sub code.
▪ Customer Concern Code (CCC): N09
▪ Condition Code (CC): 42
▪ Causal Part Number: 6256
▪ 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.
• 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.
• Refunds: Submit each unique refund on a separate repair order.
- Program Code: 21N03
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 3 of 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
o

To ensure that the correct proration is applied. OWS will automatically do the prorate
calculations. See below.
▪ Step 1 – Claim Repair Order write up in dealer DMS
• Open separate RO from 21B10 in the dealer DMS
• NO OTHER REPAIR LINES ALLOWED
• Check that original repair receipt provided matches vehicle owner
• Check original repair mileage qualifies for the prorate.
• Use the CURRENT DATE and MILEAGE on this Repair Order
• Customer Concern field. Enter (Requests Refund for Program 21N03)
• Tech comment section- Provide Date of Repair, Mileage, Full Dollar
Amount of Original Repair
• Refund amount is only for the CAM PHASER repairs.
• Do a misc. expense at ZERO dollars.
• Close RO – Ensure REFUND is at zero dollars
• Do NOT submit via DMS
▪ Step 2 – Claim submittal into OWS
• MANUALLY ENTER THIS CLAIM
• Enter the DATE and MILEAGE FROM THE ORIGINAL REPAIR
RECEIPT
• Enter the CURRENT RO NUMBER
• Submit for the FULL amount of the refund. OWS will AUTOMATICALLY
prorate the refund for you based on the original mileage from the
customer repair invoice provided to you.
• PRE-VALIDATE and SUBMIT
• When claim pays perform necessary accounting adjustments depending
on your DMS.
•

•

Provide customer with refund check

Proration Table
Ford Vehicles
Mileage
Ford Will Cover
Up to 69,999
100%
70,000 – 79,999
66%
80,000 – 89,999
33%
90,000 or higher
0%

Lincoln Vehicles
Mileage
Ford Will Cover
Up to 79,999
100%
80,000 – 89,999
66%
90,000 – 99,999
33%
100,000 or higher
0%

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 4 of 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
•

New! Submitting Claims with Ford Protect for Balance Remaining
o If the customer has an active Ford Protect contract that will cover the repair, the remaining
amount can be submitted to Ford Protect on another line.
▪ Please follow these submission instructions to claim the remaining
parts/labor/loaner under Ford Protect:
• Claim Type: 11 – Vehicle Coverage
• Sub-Code: ESP
• Causal Part: 6256
• CCC: N09
• CC: 42
• Customer Comments: Include the FSA number as well as the RO/Line
that was submitted for the FSA reimbursed cost (E.g. “FSA 21N03
portion paid on RO 123456, Line 01”)
• Dealer Comments: Include comments detailing the Total Cost of the
Repair and the FSA reimbursed amount/percentage. (E.g. “Total repair
cost $1200.00, FSA covering $792.00 which is pro-rated 66% of repair.
ESP to cover remaining 34%.”)
• Parts: Use FSAPRTPR, enter quantity of 1, and in the “Amount” field of
the part line enter the customer responsibility portion of the pro-rate (this
is the total part amount minus what is being reimbursed by the FSA).
• Labor: Use FSALABORPR, enter quantity of 1, and enter the customer
responsibility portion of the pro-rate (this is the total labor amount minus
what is being reimbursed by the FSA).
• Miscellaneous:
Loaner: Use “LOANER” and enter the total loaner days to be
covered by Ford Protect and the total amount to be covered
by Ford Protect. Please note that Ford Protect loaner rules
apply (max daily rate, max number of days). Ford Protect will
not reimburse for loaner in excess of contract terms.
Enter any applicable tax according to normal Ford Protect tax
rules in your state. Note that only the costs reimbursed by
Ford Protect are taxable.
▪ Once you submit the claim, OWS will automatically remove the deductible, if
one applies.
▪ Note that Ford Protect Prior Approval is required for a claim that is reimbursing
for the customer responsibility portion of a pro-rated FSA claim under sub-code
ESP when more than 4 days of loaner are required or when the GROSS
reimbursement amount exceeds your Ford & Lincoln Protect self-approval limit.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 5 of 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
•

New! Submitting Claims with Customer Loyalty Program for Balance Remaining
o For Expedition and F-150 claims
▪ Create Empowerment case (if total repair is $750 to get the amount and approval code for Ford’s CLP participation
▪ Claim Type: 13
▪ Sub-Code: PCLP (Empowerment), P11 (CRC)
▪ Causal Part: 6256
▪ CCC: N09
▪ CC: 42
▪ Customer Comments: Include the FSA number as well as the RO/Line that was
submitted for the FSA reimbursed cost (E.g. “FSA 21N03 portion paid on RO
123456, Line 01”)
▪ Dealer Comments: Include comments detailing the Total Cost of the Repair and
the FSA reimbursed amount/percentage. (E.g. “Total repair cost $1200.00, FSA
covering $792.00 which is pro-rated 66% of repair. CLP to cover remaining
34%.”)
▪ Parts: Use FSAPRTPR, enter quantity of 1, and in the “Amount” field of the part
line enter the customer responsibility portion of the pro-rate (this is the total part
amount minus what is being reimbursed by the FSA)
▪ Labor: Use FSALABORPR, enter quantity of 1, and enter the customer
responsibility portion of the pro-rate (this is the total labor amount minus what is
being reimbursed by the FSA)

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 6 of 6
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
o

For Navigator claims
▪ Claim Type: 13
▪ Sub-Code: P18
▪ Causal Part: 6256
▪ CCC: N09
▪ CC: 42
▪ Customer Comments: Include the FSA number as well as the RO/Line that was
submitted for the FSA reimbursed cost (E.g. “FSA 21N03 portion paid on RO
123456, Line 01”)
▪ Dealer Comments: Include comments detailing the Total Cost of the Repair and
the FSA reimbursed amount/percentage. (E.g. “Total repair cost $1200.00, FSA
covering $792.00 which is pro-rated 66% of repair. CLP to cover remaining
34%.”)
▪ Parts: Use FSAPRTPR, enter quantity of 1, and in the “Amount” field of the part
line enter the customer responsibility portion of the pro-rate (this is the total part
amount minus what is being reimbursed by the FSA)
▪ Labor: Use FSALABORPR, enter quantity of 1, and enter the customer
responsibility portion of the pro-rate (this is the total labor amount minus what is
being reimbursed by the FSA)
▪ Loaner: Use “RENTAL” and enter the total loaner days to be covered by CLP
and the total amount to be covered by CLP. Please note that CLP rental rules
apply (max daily rate, max number of days).
• Normal approval requirements apply based on the total amount being
paid by CLP.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 21N03 – Supplement #2
Certain 2017-2020 Model Year F-150, 2018-2020 Expedition, and 2018-2020 Navigator Vehicles
Equipped with a 3.5L GTDI Engine
Cam Phaser Replacement
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace all four (4) VCT units – F-150 (excluding Raptor)

21N03B

9.5 Hours

Replace all four (4) VCT units – F-150 Raptor

21N03C

9.7 Hours

Replace all four (4) VCT units – Navigator

21N03D

9.8 Hours

Replace all four (4) VCT units – Expedition

21N03E

9.8 Hours

Reprogram PCM - F-150/Raptor/Exp/Nav

21N03F

0.2 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Claim
Quantity

Intake VCT Unit - Package Contains 1 Piece, 2 Pieces
Required

2

2

HL3Z-6C525-CD

Exhaust VCT Unit - Package Contains 1 Piece, 2
Pieces Required

2

2

HL3Z-6279-A