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

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

September 28, 2021

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21B12
Certain 2017-2019 Model Year Explorer Police Inceptor - Utility / Taurus Police Inceptor Sedan Vehicles equipped with Front Door Ballistic Panels
Front Door Ballistic Panel Replacement

PROGRAM TERMS
This program will be in effect through October 31, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Explorer Police Inceptor - Utility

2017-2019

Chicago

July 18, 2016 through February
26, 2019

Taurus Police Inceptor - Sedan

2017-2019

Chicago

October 24, 2016 through
November 30, 2018

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the Level 4 ballistic panel tiles may separate from the aramid backing and
cause a rattle noise during door closure.
SERVICE ACTION
Dealers are to replace the left hand (LH) (and right hand (RH) if equipped) ballistic panel(s). This service
must be performed on all affected vehicles at no charge to the vehicle owner.
NOTE: Review Attachment VI - VIN list prior to replacing both the LH and RH Ballistic Panels. If the ballistic
panel on either side has been previously repaired with current service part number – the panel should not
be replaced a second time.
NOTE: The technical instructions for this program will not be published on Professional Technician System,
please follow the process as outlined in Attachment V to obtain a copy.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 11, 2021. Dealers should repair any affected
vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Explorer Police Inceptor - Utility Technical Instructions
Attachment IV:
Taurus Police Inceptor – Sedan Technical Instructions
Attachment V:
Technical Instructions - Request Process
Attachment VI:
VIN List – Ballistic Panel Previously Replaced with Same Part
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 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 21B12
Certain 2017-2019 Model Year Explorer Police Inceptor - Utility / Taurus Police Inceptor - Sedan Vehicles
equipped with Front Door Ballistic Panels
Front Door Ballistic Panel Replacement
OASIS ACTIVATION
OASIS will be activated on September 28, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 28,
2021. Owner names and addresses will be available by October 29, 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 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. Non-covered
repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with level IV front door LF and/or RH ballistic
panel replacement.

 Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B12
Certain 2017-2019 Model Year Explorer Police Inceptor - Utility / Taurus Police Inceptor - Sedan Vehicles
equipped with Front Door Ballistic Panels
Front Door Ballistic Panel Replacement
RENTAL VEHICLES
Dealers are pre-approved for up to one days 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 one rental day(s) is required from the SSSC via the
SSSC Web Contact Site.
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 (21B12) is the sub code.
 Customer Concern Code (CCC): B19 – Other Body Panel Troubles
 Condition Code (CC): 01 – Broken Cracked
 Causal Part Number: 78201B69
 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21B12
- 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 21B12
Certain 2017-2019 Model Year Explorer Police Inceptor - Utility / Taurus Police Inceptor - Sedan Vehicles
equipped with Front Door Ballistic Panels
Front Door Ballistic Panel Replacement
LABOR ALLOWANCES
Vehicle

Description

Labor
Operation

Labor Time

Explorer Police Inceptor - Utility

Replace LH or RH Ballistic Panel

21B12B

2.0 Hours

Explorer Police Inceptor - Utility

Replace both LH & RH Ballistic Panel

21B12C

4.0 Hours

Taurus Police Inceptor - Sedan

Replace LH or RH Ballistic Panel

21B12D

2.2 Hours

Taurus Police Inceptor - Sedan Replace both LH & RH Ballistic Panel
21B12E
4.3 Hours
NOTE: 21B12C and 21B12E can only be claimed for vehicles with ballistic panels installed in the RH door.
PARTS REQUIREMENTS / ORDERING INFORMATION
If vehicle is equipped with both LH and RH panels - review Attachment VI - VIN list prior to replacing both
the LH and RH Ballistic Panels. If the ballistic panel on either side has been previously repaired with current
service part number – the panel should not be replaced a second time.
Order
Quantity

Vehicle

Part Number

Description

Explorer Police Inceptor - Utility

GB5Z-78201B69-A

LH Ballistic Panel

1

Explorer Police Inceptor - Utility

GB5Z-78201B68-A

RH Ballistic Panel (if equipped)

1

Taurus Police Inceptor - Sedan

GG1Z-54201B69-A

LH Ballistic Panel

1

Taurus Police Inceptor - Sedan GG1Z-54201B68-A RH Ballistic Panel (if equipped)
1
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
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.

 Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 21B12
Certain 2017-2019 Model Year Explorer Police Inceptor - Utility / Taurus Police Inceptor - Sedan Vehicles
equipped with Front Door Ballistic Panels
Front Door Ballistic Panel Replacement
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

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

Customer Satisfaction Program 21B12

October 2021

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 front door ballistic panel tiles may separate from the
aramid backing.

What is the effect?

This may result in a rattle noise while closing the door.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the left hand (and right hand if equipped) ballistic
panel(s) free of charge (parts and labor) under the terms of this program
(Note: Panels that have already been replaced with the latest level part
number, do not require replacement).
This Customer Satisfaction Program will be in effect until October 31, 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.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B12. 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.
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.

 Copyright 2021 Ford Motor Company

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.

Do you need a rental
vehicle?

Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you may 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 left hand (and right hand if equipped) ballistic panel(s). To verify
eligibility and expedite reimbursement, give your paid original receipt to your
dealer before March 31, 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

 Copyright 2021 Ford Motor Company

#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.
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