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

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

December 7, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with AntiLock Brake Systems
Hydraulic Control Unit One-Time Repair
Safety Recall 19S54 – Supplement #3
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with AntiLock Brake Systems
DOT 3 Brake Fluid and Anti-Lock Brake System Function

REF:

REF:

Safety Recall 20S14 – Supplement #3 (Canada and South Korea only)
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with AntiLock Brake Systems
DOT 3 Brake Fluid and Anti-Lock Brake System Function

PROGRAM TERMS
If Safety Recall 19S54 or 20S14 is closed, this program provides a no-cost, one-time repair (if needed) to
the Hydraulic Control Unit (HCU) for 15 years of service and unlimited miles from the warranty start date of
the vehicle. In addition, diagnostic trouble codes (DTCs) C1095, B1342, B1483, and B1676 are now
covered as part of this program.
This is a one-time repair program.
If a vehicle has already exceeded the time, this no-cost, one-time repair will last through December 31,
2022.
Coverage is automatically transferred to subsequent owners.
If either Safety Recall 19S54 or 20S14 is open, this program does not apply. (19S54/20S14 must have been
previously completed).
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year Assembly Plant
Fusion/Milan/MKZ/ Zephyr

2006-2010

Hermosillo

Build Dates
February 22, 2006 through July 15, 2009

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In some of the affected vehicles, customers may return to the dealer with complaints of extended brake
pedal travel after either 19S54 or 20S14 was previously performed and the program is closed.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to evaluate the condition of the brake system and
the brake pedal travel by completing a short drive in the dealership parking lot, both before and after the
repair. Review existing brake pedal travel concerns with the customer before beginning the repair
procedure. Dealers are to confirm the proper function of the HCU using Ford’s Integrated Diagnostic
Software system. If the HCU does not pass the inspection, the HCU will be replaced.

© Copyright 2021 Ford Motor Company

The HCU inspection, brake system and brake pedal travel evaluation must be performed at no charge to the
vehicle owner.
• Other than DTCs C1095, B1342, B1483, and B1676 - any existing DTCs should be properly
diagnosed and resolved outside of this field service action. Resolution of DTCs not listed above
cannot be claimed as part of this program or as related damage.
• HCUs will only be replaced with documented pass/does not pass IDS service function test. VINspecific IDS session files with a failed result must be saved and uploaded upon request.
• Failed HCUs and related damage parts are subject to random selection for return to the Ford
Warranty Parts Analysis Center (WPAC).
• This program is not intended to cover all brake system concerns on customer vehicles. Normal
workshop manual (WSM) diagnostics and related damage are not covered in this program.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of January 3, 2022. Dealers should inspect/repair any
affected vehicles that experience extended brake pedal travel, whether or not the customer has received a
letter.
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 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 4
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
OASIS ACTIVATION
OASIS will be activated on December 7, 2021.
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 June 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. 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 HCU replacement (base part number
2C215) or ECU replacement (base part number 2C219). Refund requests must include an IDS
session file with the following:
o HCU – must include an IDS session file which shows the HCU failed the IDS Valve activation
inspection.
o ECU – must include an IDS session file which shows DTCs C1095 or B1342 present.
o Dealers are pre-approved to refund owners who previously paid for either an HCU or ECU as
part of completing 19S54 or 20S14.
o This refund offer does not apply to repairs performed before March 1, 2021 the publication
date of 19S54 or 20S14, those repairs should have been refunded under the terms of 19S54
or 20S14.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 4
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
RENTAL VEHICLES
• PASS INSPECTION: Vehicles that pass the IDS Valve Activation service function are NOT affected
and are not approved for rental vehicles. Refer to the 21N11 technical instructions for additional
information.
•

FAIL INSPECTION: Vehicles that fail IDS Valve Activation service function:
o

o

•

•
•
•
•
•
•
•

HCU is available (not on back-order): Dealers are pre-approved for up to 2 days for a
comparable rental vehicle. Rentals will only be reimbursed for the day(s) the vehicle is at the
dealership for part replacement. Prior approval for more than 2 rental day(s) is required from
the SSSC.
HCU is NOT available:
✓ HCU is on back-order and part arrival is 3 days or more.
✓ IDS log file in PDF file format showing test failed must be attached to rental request.
✓ PARTS ESCALATION PROCESS (Vehicle Off Road) process has been followed and
COPIS ticket with VOR flagged has been submitted.
✓ Prior approval for more than 2 rental days is required from the SSSC, submit contact
type long-term rental for consideration and approval if appropriate.

If parts are backordered for more than 30 days, dealer should consider offering to reacquire the
vehicle with the customer (in lieu of long-term rental vehicles).
o Review Kelly Blue Book Trade-in Value
o Estimate total repair cost and long-term rental cost
o Contact SSSC with dealer’s recommendation on how customer wants to proceed
Submit a VIN-specific contact if more than 2 days rental is required via the SSSC Web Contact Site.
A ten-digit prior-approval code is required from the SSSC for rental vehicles more than 2
days, a new approval code is required from SSSC every 30 days.
If rental vehicles are needed beyond March 31, 2022, dealers will have to contact SSSC for an
extension.
Approval for all rental vehicles for this program will end on March 31, 2022.
Follow Extended Service Plan (ESP) guidelines for dollar amounts. Prior approval is required from
the SSSC.
Rentals are NOT available for back-ordered parts such as brake fluid, bleeder screws, calipers and
other related damage in which aftermarket parts are widely available.
Ford has not issued instructions to stop driving vehicles under this safety recall. Owners can
continue to safely drive their vehicles, as previously stated this condition does not result in a loss of
braking function or loss of vehicle control, and the vehicles can be safely brought to a controlled
stop. Owners should contact their dealer for an appointment to have their vehicles remedied as soon
as practicable. Owners can continue to safely drive their vehicles.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 3 of 4
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
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, dealers are pre-approved to
claim up to $200.00 in related damage. This should not be used for required maintenance items, i.e.,
brake pads, etc.
o Due to part shortages, screw extractor tools (aka easy outs) should be used to remove
broken caliper bleeder screws, before proceeding to replace calipers.
o For claims exceeding the pre-approved amount, submit an Approval Request to the SSSC
Web Contact Site prior to completing the repair.
o Help increase your SSSC contact approvals by including the following:
▪ Requests for additional labor should clearly state in detail why it is required to
complete the repair. Provide a detailed explanation of what happened during the
repair process from start to finish
▪ Photos should be limited to areas of damage/parts needing repair and clearly focused
with proper lighting. Please highlight the damage in photos if possible.
▪ Provide clock-times for additional labor requests
o Dealers may be audited and charged back at any time if related-damage claims are
excessive and/or not following the terms of this program, and/or Warranty & Policy Manual
guidelines.
• Dealers may also be requested to upload IDS session files to the Ford Technical Hotline server
before SSSC approval is provided. It is highly recommended that all IDS session files with failed
results be saved, requests will be denied if they are not available upon request.
• Other than DTCs: C1095, B1342, B1483, and B1676 - any other DTCs should be properly
diagnosed and resolved outside of this field service action. Resolution of DTCs not listed above
cannot be claimed as part of this program or as related damage.
• Dealers should review pre-existing brake concerns with their customers, this program will not cover
all brake system concerns on customer’s vehicles or as related damage, including required
maintenance items.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 4 of 4
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
CLAIMS PREPARATION AND SUBMISSION
• Note: All repairs for this program should be claimed using the claim entry direction below regardless
if the vehicle is still under the New Vehicle Limited Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles – Claim
repairs to FSA 21N11 if vehicle is still within time and mileage limits.
• 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 (21N11) is the sub code.
▪ Customer Concern Code (CCC): H19 Brake-ABS/Traction/ESC Troubles
▪ Condition Code (CC): 01 Broken Cracked
▪ Causal Part Number: 2C215
▪ 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.
o A ten-digit prior-approval code is required from the SSSC for rental vehicles more than 2
days.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21N11
- 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 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
LABOR ALLOWANCES
ADDITIONAL LABOR FOR RELATED DAMAGE:
• It is recognized and acknowledged that attempting to complete repairs on vehicles that are 10 to 15
years old is difficult and can result in related damage.
• The labor operations below are not meant to encompass all possible issues that a Technician may
encounter in related damage due to the age of the vehicle and excessive corrosion while completing
this service action.
PASS: DIAGNOSTIC ONLY – Does Not Close 21N11
1. Brake Pedal/Drive Evaluation, in parking lot
2. Perform Valve Actuation Service Function using the
latest available IDS release.

FAIL: HCU REPLACEMENT – Part is Available
1. Brake Pedal/Drive Evaluation, in parking lot
2. Perform Valve Actuation Service Function using the
latest available IDS release (Save IDS Session File).
3. Contact SSSC - IDS Session Log File must be
Uploaded, and part order must be approved
4. Replace HCU following WSM
5. Brake Pedal/Drive Evaluation, in parking lot
Note: This includes additional time to remove rear wheels to
access bleeder screws as required.

Labor
Operation

Labor Time

21N11J

0.3 Hours

Labor Operation

21N11K

© Copyright 2021 Ford Motor Company

Labor Time

1.9 Hours

ATTACHMENT II
Page 2 of 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
NOTE: The following two labor operation codes are to be used together (submitted on different
repair orders) when the HCU is not available, and customer is in long term rental.
FAIL: TEST HCU ONLY
PART ON BACK-ORDER 3 DAYS OR MORE
1. Brake Pedal/Drive Evaluation, in parking lot
2. Perform Valve Actuation Service Function using the
latest available IDS release (Save IDS Session File).
3. Contact SSSC - IDS Session Log File must be
Uploaded, and part order must be approved.
Note: Rental provided, Ten Digit SSSC Approval Code
Required for Rental
(cannot be claimed with 21N11J or 21N11K)

FAIL: HCU REPLACEMENT ONLY
PART was on back-order,
but now available to complete the repair
1. Replace HCU per WSM Instructions
2. Brake Pedal/Drive Evaluation, in parking lot
Note: Rental no longer necessary
(cannot be claimed with 21N11J or 21N11K)
Note: This includes additional time to remove rear wheels to
access bleeder screws as required.

Interim Labor
Operation

Labor Time

21N11ZZ
(21N11ZZ and
21N11L cannot be
submitted on the
same repair order)

Labor Operation

0.3 Hours

Labor Time

21N11L
(21N11ZZ and
21N11L cannot be
submitted on the
same repair order)

© Copyright 2021 Ford Motor Company

1.7 Hours

ATTACHMENT II
Page 3 of 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
LABOR ALLOWANCES FOR DTCs: C1095, B1342, B1483, and B1676
The following labor operation codes can only be claimed:
1. Attach an IDS Session file in PDF format, with applicable DTCs present, to the SSSC part order
2. Attach documented pinpoint results for each step to the SSSC part order
DTCs C1095, B1342, B1483, and B1676
Complete Pinpoint Test Diagnostics
DTC C1095

Labor Operation

Labor Time

MT21N11Q

Up to 0.5

Labor Operation

Labor Time

21N11M

0.6 Hours

Labor Operation

Labor Time

21N11N

0.6 Hours

Labor Operation

Labor Time

21N11P

0.2 Hours

ABS Hydraulic Pump Motor Circuit Failure
Replace ABS (ECU) Module (without HCU
replacement)
•
•
•
•

Pinpoint test results must be documented.
If the HCU is replaced when the ABS (ECU) module is
replaced on same repair order, claim K only.
Cannot claim K with M
21N11M cannot be claimed with 21N11J

DTC B1342

ABS Module (ECU) is Faulted
Replace ABS (ECU) Module (without HCU
replacement)
•
•
•
•

Pinpoint test results must be documented.
If the HCU is replaced when the module is replaced on
same repair order, claim K only.
Cannot claim K with N
21N11N cannot be claimed with 21N11J

DTC B1483
Brake Pedal Input Open Circuit - Replace Brake Switch
• Pinpoint test results must be documented.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 4 of 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair
PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To place an order, submit a VIN-specific Part Order contact via the SSSC Web Contact Site and attach the
entire IDS session log file to the part order:
• One file attached to the part order (multiple photos or screen shot are not acceptable)
• PDF file format with the following information highlighted in red or similar bright color
o VIN number
o Date IDS service function completed
o Result of IDS service function test (pass or fail).
o Note: IDS session files showing both pass and fail results will require a video of IDS valve
activation routine.
• Dealers may also be requested to upload IDS session files to the Ford Technical Hotline server
before SSSC approval is provided.
• It is highly recommended that all IDS session files with failed results be saved, requests will be
denied if they are not available upon request.
Other than DTCs: C1095, B1342, B1483, and B1676 - any other DTCs should be properly
diagnosed and resolved outside of this field service action. Resolution of DTCs not listed above cannot be
claimed as part of this program or as related damage.
REACQUIRE VEHICLE (IN LIEU OF LONG-TERM RENTAL)
If parts are backordered for more than 30 days, dealer should consider offering to reacquire the
vehicle with the customer (in lieu of long-term rental vehicles).
1. Review Kelly Blue Book Trade-in Value
2. Estimate total repair cost and long-term rental cost
3. Contact SSSC with dealer’s recommendation on how to proceed
Part Number

Description

Order Quantity

*-2C219-*

ABS Module (part number varies by vehicle – use
Ford ECat to identify the specific part number by
VIN)

Only if DTC C1095 or
B1342 is present in IDS Log
File, and log file is attached
to SSSC Part Order

*-2C215-*

HCU (part number varies by vehicle – use Ford ECat
to identify the specific part number by VIN)

Only if IDS Service Function
is failed and documented in
IDS Log File

Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 5 of 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair

Order the parts below through normal order processing channels:
Note: DOT3 Brake fluid should have previously been flushed from vehicle when completing 19S54
or 20S14. Updated DOT4 Brake Fluid reservoir cap should already be installed. Contact SSSC if
these isn’t present on vehicle and programs were previously completed.

Part Number

Description
Brake Fluid 16 oz, pint bottle (1 required, 4 per case)

PM-20
Or
OSP

If PM-20 is back-ordered, an equivalent may be used if
it meets the Ford DOT4 brake fluid specification
number: WSS-M6C65-A2 and ISO4925 Class 6

Order
Quantity

Claim
Quantity

As Required (up to a
quantity of 1, not to
exceed a total cost of
$20)

To guarantee the shortest delivery time, an emergency order for parts must be placed.
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.
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 6 of 6
Customer Satisfaction Program 21N11
Certain 2006-2010 Model Year Fusion/Milan/MKZ/Zephyr Vehicles Equipped with Anti-Lock Brake Systems
Hydraulic Control Unit One-Time Repair