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

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

November 10, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost
Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible
Pipe(s) Inspection
NEW VEHICLE / DELIVERY HOLD - Emission Recall 21E11
Certain 2020-2021 Model Year Explorer ST and Police Interceptor Vehicles Equipped
with a 3.0L EcoBoost Engine
Left-Hand Catalytic Converter Replacement and Powertrain Control Module
Reprogram

REF:

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

Explorer
Police

2020

Chicago

November 9, 2018 through September 12, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the right-hand catalytic converter, or the exhaust flexible pipes,
which are downstream of the catalytic converters, may have a crack, which may cause increased
noise from the exhaust system and/or an exhaust odor.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to inspect the righthand catalytic converter and the right-hand and left-hand exhaust flexible pipes and replace as
necessary per the technical instructions. 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 November 29, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, 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 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
OASIS ACTIVATION
OASIS will be activated on November 15, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com by
November 15, 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
• 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 field service action.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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
November 30, 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 the replacement of a cracked righthand catalytic converter and/or right-hand and/or left-hand exhaust flexible pipe(s).
RENTAL VEHICLES
Rental vehicles are not approved for this program.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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 21B35 is the sub code.
▪ Customer Concern Code (CCC): E41 – Unusual Exhaust system Odor
▪ Condition Code (CC): 01 – Broken/Cracked
▪ Causal Part Number: 5E212
▪ 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21B35 - 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.
• Provision for Misc. Expense for two 300 Series Stainless Steel 3” Worm-Gear Clamps 5/8”
Wide or Greater
o Program Code: 21B35
o Misc. Expense: OTHER
o Amount: Actual cost up to $20.00

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
LABOR ALLOWANCES
Description
Inspect the Right-Hand Catalytic Converter and the Right and Left-Hand
Flexible Exhaust Pipes – No parts replaced
Inspect and replace: Right-Hand Catalytic Converter
(can only be claimed with 21B35ZZ)
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Right-Hand Side Flexible Pipe
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Left-Hand Side Flexible Pipe
Inspect and replace: (can only be claimed with 21B35ZZ)
• Right-Hand Catalytic Converter
• Right-Hand Side Flexible Pipe
• Left-Hand Side Flexible Pipe
Inspect and replace: Right-Hand Side Flexible Pipe Only
(can only be claimed with 21B35ZZ)
Inspect and replace: Left-Hand Side Flexible Pipe Only
(can only be claimed with 21B35ZZ)
Time allowed to submit photos (cannot be claimed with 21B35A)

Labor
Operation

Labor
Time

21B35A

0.3 Hours

21B35B

1.7 Hours

21B35C

1.7 Hours

21B35D

1.8 Hours

21B35E

1.8 Hours

21B35F

0.4 Hours

21B35G

0.4 Hours

21B35ZZ

0.2 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
The flex pipes and right-hand grass shield are not available to repair all vehicles, which require
replacement.
To place an order for the following part base part numbers 5G203 or 5E528, submit a VIN-specific
Part Order contact via the SSSC Web Contact Site, along with VIN-specific photos (see digital image
requirements below).
• If agents can easily determine if part is RH or LH, and where the part is damaged then the part
order can be expedited.
• Photos should have correct focus, proper lighting, and correct photo orientation.
Photos not required:
• Multiple photos of the vehicle
• Underbody of the vehicle
• Flex pipes showing nothing wrong
• Door labels and vehicle license plates

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
Photos are required:
1. RH Flex Pipe – Base Part Number -5G203a. Photo must indicate which side RH or LH
b. One photo required for each part number ordered
c. Crack must be visibly clear in the photo
2. LH Flex Pipe – Base Part Number -5G203a. Photo must indicate which side RH or LH
b. One photo required for each part number ordered
c. Crack must be visibly clear in the photo
3. Right Hand Grass Shield – Base Part Number – 5E258
a. Part should only be ordered if missing from vehicle
b. One photo required for each part number ordered
c. Photo must show grass shield missing from underbody
Order
Quantity

Claim
Quantity

Right-Hand Side Flexible Pipe

1

1

Left-Hand Side Flexible Pipe

1

1

Part Number

Description

L1MZ-5G203-FJ
L1MZ-5G203-X

As Required – Only if
Missing from Vehicle
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
L1MZ-5E258-B

Right-Hand Side Grass Shield

Order the parts below through normal order processing channels:
Part Number

Description

Order
Quantity

Claim
Quantity

M1MZ-5E212-A

Right-Hand Catalytic Converter

1

1

L1MZ-6L612-B

Right-Hand Catalytic Converter Gasket

1

1

W719699-S442

Right-Hand Catalytic Converter Nuts

2

2

W721083-S439

Transmission Crossmember Bolts (PKG of 4)

1

4

W716979-S439

Rear Sub-Frame Bolts (PKG of 4)

1

2

W719413-S439

Middle Sub-Frame Bolts (PKG of 4)

1

2

W500010-S442

Right-Hand Side Grass Shield Bolt

As Required – Only if
Missing from Vehicle

W525174-S300
Skid Plate Rivets
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Less than 3% of the affected vehicle population is expected to require replacement of a cracked righthand catalytic converter and/or right-hand and/or left-hand exhaust flexible pipe(s).

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 3 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
Obtain the parts below locally
Part Number

Description

Obtain Locally

300 Series Stainless Steel Bands - 5/8” Wide or Greater

Order
Quantity

Claim
Quantity

2

Claim as
Misc.
Other

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.
•

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.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 4 of 4
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B35
Certain 2020 Model Year Explorer Police Vehicles Equipped with a 3.0L EcoBoost Engine
Right-Hand Catalytic Converter and Right-Hand and Left-Hand Exhaust Flexible Pipe(s) Inspection
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 10
CUSTOMER SATISFACTION PROGRAM 21B35

CERTAIN 2020 MODEL YEAR EXPLORER POLICE VEHICLES EQUIPPED WITH A
3.0L ECOBOOST ENGINE — RIGHT-HAND CATALYTIC CONVERTER AND RIGHTHAND AND LEFT-HAND EXHAUST FLEXIBLE PIPE(S) INSPECTION
SERVICE PROCEDURE
NOTE: Photo submission is required for all components that are found to be cracked or leaking.
1. Inspect the Left Hand (LH) exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks
found at the LH exhaust flexible pipe convolute? See Figures 1 and 2.

FAIL - Replace the LH exhaust flexible pipe. Please follow the Workshop Manual (WSM)

procedures in Section 309-00B. Then proceed to Step 2.
PASS - Proceed to Step 2.
FRONT OF
VEHICLE

LH EXHAUST FLEXIBLE
PIPE CONVOLUTE

20212A