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

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

May 17, 2022

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21M04 - Supplement #1
Certain 2011-2014 Model Year Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Exhaust Gas Recirculation Cooler with Diagnostic Trouble Codes P0401 and/or P2457

New! REASON FOR THIS SUPPLEMENT
• The program eligible through date has been updated to April 30, 2023.
New! PROGRAM TERMS

This program provides a no-cost repair (if needed) to the exhaust gas recirculation (EGR) cooler when
diagnostic trouble codes (DTC’s) P0401 and/or P2457 are stored in the powertrain control module
(PCM), for 11 years of service or 120,000 miles from the warranty start date of the vehicle, whichever
occurs first.
This program may be used multiple times as long as the vehicle is within time and mileage limits of
the program. Once the program has expired, SPW and ESP may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair is still eligible
through April 30, 2023.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Super Duty

2011-2014

Kentucky Truck

Build Dates
November 03, 2009 through March 14, 2014

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST REPAIR
In some of the affected vehicles, customers may experience an illuminated malfunction indicator light
due to the EGR cooler becoming plugged with hydrocarbon or soot at high mileage. Diagnostic
trouble codes (DTC’s) for EGR cooler efficiency below threshold (DTC P0401) and/or insufficient EGR
flow at idle (DTC P2457) are stored when the malfunction indicator light is illuminated.
SERVICE ACTION
If an affected vehicle has an illuminated malfunction indicator light and DTC’s P0401 and/or P2457
are present, dealers are to follow the technical instructions and replace the EGR cooler, if needed.
This service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were mailed the week of April 11, 2022. Dealers should repair any affected vehicles
that experience an illuminated malfunction indicator light with DTC’s P0401 and/or P2457 as outlined
in the technical instructions, whether or not the customer has received a letter.

 Copyright 2022 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 2022 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21M04 - Supplement #1
Certain 2011-2014 Model Year Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Exhaust Gas Recirculation Cooler with Diagnostic Trouble Codes P0401 and/or P2457
OASIS ACTIVATION
OASIS was activated on January 14, 2022.
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
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program unless emission coverage is explicitly cancelled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTY CANCELLED INCLUDING EMISSIONS
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
April 30, 2023.
• 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 an EGR cooler replacement due to
an illuminated malfunction indicator light with both DTC’s P0401 and/or P2457 stored in the
PCM, and present in an IDS session file and/or similar (such as a computer scan from Auto
Zone, etc.). Refunds without the proper documentation should not be approved.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.

 Copyright 2022 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21M04 - Supplement #1
Certain 2011-2014 Model Year Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Exhaust Gas Recirculation Cooler with Diagnostic Trouble Codes P0401 and/or P2457
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
• 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 21M04 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 21M04 is the sub code.
 Customer Concern Code (CCC): E29 – “Check engine” light troubles.
 Condition Code (CC): 55 – Plugged/Restricted.
 Causal Part Number: 9V425
 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: 21M04
- 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 2022 Ford Motor Company

ATTACHMENT II
Page 1 of 2

Customer Satisfaction Program 21M04 - Supplement #1
Certain 2011-2014 Model Year Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Exhaust Gas Recirculation Cooler with Diagnostic Trouble Codes P0401 and/or P2457
LABOR ALLOWANCES
Description
Inspect for DTC’s P0401 and/or P2457 – Can be used with
21M04C, MT21M04D and 21M04E
Replace the exhaust gas recirculation (EGR) cooler – Used
when both DTC’s are present - Can be used with 21M04B
Perform pin-point test for DTC P0401 or P2457 - Can be
used with 21M04B and 21M04E
Replace the exhaust gas recirculation (EGR) cooler – Used
when directed by pin-point test - Can be used with 21M04B
and MT21M04D

Labor Operation

Labor Time

21M04B

0.2 Hours

21M04C

3.0 Hours

MT21M04D

Up to 1.0 Hour

21M04E

3.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

BC3Z-9V425-A

EGR Cooler

1

1

BC3Z-9P455-B

EGR Cooler Gasket Kit

1

1

BC3Z-9439-C

Upper Intake Manifold Gaskets – 2 per package

1

1

BC3Z-9439-A

Upper Intake Manifold Gasket

1

1

BC3Z-9439-B

Upper Intake Manifold Gasket

1

1

W500214-S437

EGR Inlet Tube Bracket Bolts – 4 per package

1

2

VC-3-B

Coolant – 2 gallons required, container equals 1 gallon

2

2

TA-26
Threadlock
As Required
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.
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.

 Copyright 2022 Ford Motor Company

ATTACHMENT II
Page 2 of 2

Customer Satisfaction Program 21M04 - Supplement #1
Certain 2011-2014 Model Year Super Duty Vehicles Equipped with a 6.7L Diesel Engine
Exhaust Gas Recirculation Cooler with Diagnostic Trouble Codes P0401 and/or P2457

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.
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 2022 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 21M04 -S1

CERTAIN 2011-2014 MODEL YEAR SUPER DUTY VEHICLES EQUIPPED WITH A
6.7L ENGINE — EXHAUST GAS RECIRCULATION COOLER WITH DIAGNOSTIC
TROUBLE CODES P0401 AND/OR P2457
SERVICE PROCEDURE
1. Using an Integrated Diagnostic Scan Tool (IDS) perform a continuous memory check for Diagnostic
Trouble Codes (DTCs). Is DTC P0401 and/or P2457 present with no other Exhaust Gas Recirculation
(EGR) system related codes?
No - This program does not apply. Refer to the Powertrain Control/Emissions Diagnosis (PC/ED)

manual to further diagnose this concern outside of this program.

Yes - Proceed to Step 2.
2. Using an IDS Scan Tool perform a key on engine running (KOER) self test. Are both DTC's P0401 and
P2457 now present?
No - Refer to PC/ED pin point test for the specific DTC that is present. If in the course of the pin
point test the EGR cooler core is found plugged / fouled, proceed to Step 3.

Yes - Both DTC's P0401 and P2457 are present. Proceed to Step 3.
3. Replace the EGR cooler. Please follow the Workshop Manual (WSM) procedures in Section 303-08.

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.

CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2022

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

Customer Satisfaction Program 21M04
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567

April 2022

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?

Ford Motor Company is offering a customer satisfaction program on your
vehicle’s exhaust gas recirculation (EGR) cooler. The EGR cooler on your
vehicle may become plugged with soot or hydrocarbons at high mileage.

What is the effect?

This customer satisfaction program is available for a total of 11 years or
120,000 miles from the warranty start date on your vehicle, whichever
occurs first.
NOTE: Your vehicle may experience an illuminated malfunction indicator
light (icon shown to the left) due to the EGR cooler becoming plugged with
soot or hydrocarbons at high mileage. This may result in a reduction of
power.
If your vehicle has already exceeded either time or mileage limits listed
above, this customer satisfaction program is still eligible up through April 30,
2023. Customer satisfaction program eligibility is automatically transferred
to subsequent owners.

Malfunction Indicator
Lamp

What will Ford and
your dealer do?

If your vehicle's EGR cooler requires replacement due to an illuminated
malfunction indicator light with specific diagnostic trouble codes (DTC’s)
stored in the powertrain control module (PCM) and your vehicle is within the
indicated time/mileage limitations, Ford Motor Company has authorized your
dealer to replace the EGR cooler free of charge (parts and labor).

How long will it take?

If the component mentioned above requires replacement, 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.

 Copyright 2022 Ford Motor Company

What should you do?

You do not need to return to your dealer for this repair unless you have an
illuminated malfunction indicator light. Please keep this letter as a reminder
of the repair offer for your EGR cooler. If the EGR cooler requires
replacement, and your vehicle is within the indicated time/mileage
limitations, contact your dealer to schedule a service appointment. Provide
the dealer with the VIN of your vehicle to schedule a service appointment for
Customer Satisfaction Program 21M04. The VIN is printed near your name
at the beginning of this letter. Your dealer will replace the part at no charge.
If you do not already have a servicing dealer, you can access
owner.ford.com for dealer addresses, maps, and driving instructions.
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 paid to have this service done before the date of this letter, you may
be eligible for a refund. Refunds will only be provided for service related to
repair description. To verify eligibility and expedite reimbursement, give your
paid original receipt to your dealer before January 31, 2023. 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 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 2022 Ford Motor Company

Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll free at
1-866-906-9811. Representatives are available 24 hours a day.
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division

 Copyright 2022 Ford Motor Company