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

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

November 23, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 20B45
Certain 2020 Model Year Super Duty Vehicles with XL Trim and SYNC 3
Instrument Panel Cluster Replacement

PROGRAM TERMS
This program will be in effect through November 30, 2022. There is no mileage limit for this
program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Super Duty

2020

Kentucky Truck

August 12, 2019 through March 19, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
NOTE: This program is only applicable to the original purchaser or lessee of the vehicle,
regardless of whether they still own the vehicle or not.
In some of the affected vehicles, a coding error may have caused a 2.3” display screen instrument
panel cluster (IPC) to be installed in place of the 4.2” display screen IPC, as intended with the
optional SYNC 3 package. While the display screen size is smaller and appearance differences are
noticeable, there is no functional effect on the smaller display screen IPC.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to replace the IPC
and program using the Ford Diagnostic and Repair System (FDRS). Follow Attachment III for
specific directions on how to submit required contacts to the SSSC to order a replacement IPC.
Information will need to be provided to ensure the correct part number IPC is ordered and the asbuilt data required to complete the repair is properly updated.
NOTE: Customers that are the original owners of sold units will have the option of receiving
financial compensation in lieu of IPC replacement. A voucher with instructions explaining how to
receive the new IPC or the financial offer will accompany the owner letter. If IPC replacement is
selected, this service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed by December 10, 2021. Dealers should only repair
affected vehicles that arrive at their dealerships for customers that have opted for IPC
replacement.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter
© Copyright 2021 Ford Motor Company

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 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B45
Certain 2020 Model Year Super Duty Vehicles with XL Trim and SYNC 3
Instrument Panel Cluster Replacement
Incorrect Instrument Cluster OASIS ACTIVATION
OASIS will be activated on November 23, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November
23, 2021. Owner names and addresses will be available by December 17, 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
Original owner customers of sold units will receive a voucher form to complete and return to Ford,
advising of their decision of IPC replacement or financial compensation. If they choose the financial
compensation, a check will be processed and mailed to the qualifying original owner customer.
STOCK VEHICLES
Correct all affected new/unsold units in your new vehicle inventory before delivery.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for financial compensation.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
For customers choosing IPC replacement, due to the new IPC needing to be configured with the
vehicle’s current mileage and engine hours, federal odometer regulations mandate the vehicle will
need to remain at the dealer while waiting for the new IPC and as-built data configuration.
Dealers are pre-approved for up to 4 days for a rental vehicle. Follow Extended Service Plan (ESP)
guidelines for dollar amounts. Rentals will only be reimbursed for the days the vehicle is at the
dealership for part replacement. Prior approval for more than 4 rental days is required from the
SSSC via the SSSC Web Contact Site.
If you have a unique owner circumstance which may require an extended rental vehicle, please
contact the SSSC via the SSSC Web Contact Site for consideration.
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.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B45
Certain 2020 Model Year Super Duty Vehicles with XL Trim and SYNC 3
Instrument Panel Cluster Replacement
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) continued
• 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 20B45 is the sub
code.
▪ Customer Concern Code (CCC): G32 - Inst. cluster/message center
▪ Condition Code (CC): 12 - Improper Assembly
▪ Causal Part Number: 10849
▪ 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.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B45
Certain 2020 Model Year Super Duty Vehicles with XL Trim and SYNC 3
Instrument Panel Cluster Replacement
LABOR ALLOWANCES
Description
Replace IPC and update as-built data using FDRS
(includes time to submit SSSC request for correct part
number ordering information, as well as the follow up
submission for As-Built change request)

Labor Operation

Labor Time

20B45B

0.7 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To request revised IPC part number order, submit a VIN-specific Module Update contact via the
SSSC Web Contact Site.
NOTE: HVBOM and E-Cat do not contain the correct replacement part numbers to properly
complete this FSA repair procedure and therefore should not be used to order a new IPC.
Part Number

Description

Base Part 10849

IPC – Submit VIN-specific Module Update contact to
the SSSC to obtain the correct part number to order.

Order
Quantity

Claim
Quantity

1

1

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. Federal law prohibits selling motor vehicle parts or
components that are under safety, compliance, or emissions recall.
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 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.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B45
Certain 2020 Model Year Super Duty Vehicles with XL Trim and SYNC 3
Instrument Panel Cluster Replacement
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
•

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 7
CUSTOMER SATISFACTION PROGRAM 20B45

CERTAIN 2020 MODEL YEAR SUPER DUTY VEHICLES – INSTRUMENT PANEL
CLUSTER
UNIQUE REQUIREMENTS - MULTIPLE CONTACTS REQUIRED
Prior to scheduling customer appointments or beginning repairs, submit a Special Service
Support Center (SSSC) Module Update type contact for parts ordering information and to initiate
the as-built data change request. Do not submit an 1878 part order using the vehicle's HVBoM.
The SSSC will provide the correct IPC part number to order. Processing this request is expected to
take 2-4 days. Therefore, proceed with customer appointments or repairs ONLY AFTER receiving
confirmation via a follow up response from the SSSC.

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

module configuration data to be deleted.
NOTE: DO NOT connect a scan tool to the vehicle at this time.
NOTE: Push button start vehicle shown, all others similar.
1. Lower the steering column opening trim panel. See Figure 1.

2068A

FIGURE 1

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

ATTACHMENT III
PAGE 2 OF 7
CUSTOMER SATISFACTION PROGRAM 20B45

2. Fully extend and lower the steering column. See Figure 2.

2068C

FIGURE 2

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

PLACE COPY HERE

ATTACHMENT III
PAGE 3 OF 7
CUSTOMER SATISFACTION PROGRAM 20B45

3. Remove the 2 bolts, release the clips and remove Instrument Panel Cluster (IPC) trim panel.
• Detach the gap hider from the upper steering column shroud. See Figure 3.
• Torque: 22 lb.in (2.5 Nm)

x4

x2