FIGURE 1
FAIL

PASS

FAIL
FAIL
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20212G

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

FIGURE 2

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ATTACHMENT III
PAGE 2 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

2. Using a mirror, inspect around the base of the flange of the Right Hand (RH) catalytic converter.
Are there any signs of cracking or leaking in the flange area's shown in Figures 3 and 4?

FAIL - Proceed to Step 4.
PASS - Proceed to Step 3.
NOTE: Catalytic converter shown outside of the vehicle for clarity.

20212B

FIGURE 3
PASS

FAIL

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20212J

FIGURE 4
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

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ATTACHMENT III
PAGE 3 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

3. Inspect the RH exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks found at
the RH exhaust flexible pipe convolute? See Figures 5 and 6.
FAIL - Replace the RH exhaust flexible pipe. Please follow the WSM procedures in

Section 309-00B. This completes the recall.

PASS - This completes the recall.
NOTE: Catalytic converter shown outside of the vehicle for clarity.
FRONT OF
VEHICLE

RH EXHAUST FLEXIBLE
PIPE CONVOLUTE

20212C

FIGURE 5
FAIL

PASS

FAIL
FAIL
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20212G

FIGURE 6

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

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ATTACHMENT III
PAGE 4 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

4. Inspect the RH exhaust flexible pipe convolute for cracks or leaks. Were any cracks or leaks found at
the RH exhaust flexible pipe convolute? See Figures 7 and 8.
FAIL - Remove the RH Catalytic Converter. Please follow the WSM procedures in

Section 309-00B. Discard the RH exhaust flexible pipe as a new exhaust flexible pipe will

be installed on reassembly. Then proceed to Step 5.

PASS - Remove the RH Catalytic Converter. Please follow the WSM procedure in

Seciton 309-00B. Then proceed to Step 5.
NOTE: Catalytic converter shown outside of the vehicle for clarity.
FRONT OF
VEHICLE

RH EXHAUST FLEXIBLE
PIPE CONVOLUTE

20212C

FIGURE 7
FAIL

PASS

FAIL
FAIL
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20212G

FIGURE 8

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

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ATTACHMENT III
PAGE 5 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

NOTE: If the vehicle did not come in with a grass heat shield or grass heat shield bolt, a grass heat shield
and/or bolt will need to be ordered and installed prior to turning the vehicle over to the customer. If
a grass heat shield and/or bolt is required contact the SSSC. When contacting the SSSC for
approval of the grass heat shield and/or grass heat shield bolt, both the VIN and a picture of the
catalytic converter (Still on the vehicle) with the missing components must be attached to the
SSSC claim submission. See Appendix A - Picture Requirement on Page 8 for examples of
acceptable and unacceptable photos.
5. Remove the front grass heat shield bolt from the RH catalytic converter. See Figure 9.

FRONT GRASS
HEAT SHIELD BOLT

20212D

FIGURE 9
6. Cut the retaining bands holding the grass heat shield to the catalytic converter, then remove and set
aside the lower heat grass shield and discard the retaining bands and the catalytic converter.
See Figure 10.

GRASS HEAT SHIELD
RETAINING BAND

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FOR
2081B
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FIGURE 10
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

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ATTACHMENT III
PAGE 6 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

7. Install the grass heat shield and the front grass heat shield bolt onto the new RH catalytic converter.
See Figure 11.
• Torque: 133 lb.in (15 Nm)

NEW RH CATALYTIC
CONVERTER

FRONT GRASS
HEAT SHIELD BOLT

GRASS HEAT SHIELD

20212E

FIGURE 11

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

ATTACHMENT III
PAGE 7 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

8. Apply two 3 inch (76 mm) stainless steel worm gear clamps as shown in Figure 12. Trim any of the
excess worm gear band as needed.
Torque: 24 lb.in (2.7 Nm)
NOTE: Material of worm gear clamp band and screw need to be made of stainless steel (300 series or
greater) for corrosion protection.
STAINLESS STEEL
WORM GEAR CLAMP

20212F

FIGURE 12
NOTE: If the RH exhaust flexible pipe was found to be damaged and was discarded in Step 4, install the
new exhaust flexible pipe when performing Step 9.
9. Install the new RH catalytic converter. Please follow the WSM procedure in Section 309-00B.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.

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

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ATTACHMENT III
PAGE 8 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

Appendix A - Photo requirements
1. Digital images are now required to be attached to each catalytic converter or exhaust flex pipe
part order. Before submitting VIN-specific part order to SSSC, review new digital image submission
requirements in Attachment II of the Dealer Bulletin. See Figures 13 through 16 for examples.
UNACCEPTABLE
PHOTO

20212K

FIGURE 13
ACCEPTABLE
PHOTO

Photo shows proper lighting and clearly shows
cracking of the catalytic converter.

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20212L

FIGURE 14

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

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ATTACHMENT III
PAGE 9 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

UNACCEPTABLE
PHOTO

20212M

FIGURE 15

ACCEPTABLE
PHOTO

Photo shows proper lighting and clearly shows
damage to the exhaust flex pipe.

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20212N

FIGURE 16

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

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ATTACHMENT III
PAGE 10 OF 10
CUSTOMER SATISFACTION PROGRAM 21B35

ACCEPTABLE
PHOTO

Photo shows proper lighting and clearly shows
cracking of the catalytic converter.

20212P

FIGURE 17

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

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

November 2021
Customer Satisfaction Program 21B35
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Ford Motor Company, we are committed not only to building high quality, dependable products, but
also to building a community of happy, satisfied customers. To demonstrate that commitment, we are
providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above.
Why are you receiving
this notice?

On your vehicle, the right-hand side catalytic converter or the exhaust
flexible pipes, which are downstream of the catalytic converters, may have
an exterior crack.

What is the effect?

If a crack exists in these locations, an occupant might notice increased noise
from the exhaust system and/or an exhaust odor. Since the cracks would be
located downstream of where the emissions are treated in the catalytic
converter, there is no risk of exceeding emissions standards.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect the parts listed above and replace as necessary, free
of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2022 regardless of mileage. Coverage is automatically transferred to
subsequent owners.

How long will it take?

The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time. Additional time may be required to allow the engine to
cool prior to performing this repair. In addition, your vehicle will require an
inspection to determine if parts need to be ordered.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B35. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access owner.ford.com
for dealer addresses, maps, and driving instructions.

© Copyright 2021 Ford Motor Company

Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
downloaded through the App Store or Google Play. In addition there are
other features such as reserving parking in certain locations and controlling
certain functions on your vehicle (lock or unlock doors, remote start) if it is
equipped to allow control.
COVID-19
(CORONAVIRUS)

Ford dealerships have implemented enhanced protocols to ensure both your
safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed a
critical service. Please contact your local dealer to confirm current service
hours. For more information on how Ford and your local dealer are working
hard to keep you on the road during these challenging times, please visit
owner.ford.com.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to the replacement of the parts listed above. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
November 30, 2022. To avoid delays, do not send receipts to Ford Motor
Company.

What if you no longer
own this vehicle?

If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.

Can we assist you
further?

If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership's Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: owner.ford.com
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: fleet.ford.com.

© Copyright 2021 Ford Motor Company

Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Thank you for your attention to this important matter.
Ford Customer Service Division

© Copyright 2021 Ford Motor Company