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

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

June 13, 2022

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21N13
Certain 2020 Model Year Police Interceptor Utility Vehicles
Front Door Latches and Key Replacement

PROGRAM TERMS
This program provides a no-cost, one-time repair (if exhibiting this condition) to the driver and
passenger front door latches for 6 years of service from the warranty start date of the vehicle. There is
no mileage restriction for this program.
This is a one-time repair program. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Model
Assembly
Vehicle
Year
Plant
Police Interceptor Utility

2020

Chicago

Build Dates
November 9, 2018 through September 7, 2020

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In some of the affected vehicles, customers may experience difficulty locking and/or unlocking their
vehicle due to increased efforts required to turn the key in the driver and passenger front door lock
cylinders.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to replace the driver and passenger front door
latch assemblies and cut four new keys. At the completion of this repair, dealership service
management is to provide the new keys to the vehicle owner. This service must be performed at no
charge to the vehicle owner.
Note: Prior to scheduling customer appointments, order four new key blanks from Rotunda (Part #:
164-R0479). Once the key blanks arrive at the dealer, cut all keys to reduce customer wait time at the
dealer. Proceed with customer appointment only after the key blanks have been cut.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of June 27, 2022. Dealers should repair any
affected vehicles that experience increased efforts required to turn the key in the door lock cylinder,
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 Letter

 Copyright 2022 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 2022 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21N13
Certain 2020 Model Year Police Interceptor Utility Vehicles
Front Door Latches and Key Replacement
OASIS ACTIVATION
OASIS will be activated on June 13, 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
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
December 31, 2022.
• Refunds will only be provided for the cost associated with the replacement of the front door
latch assembly(s) or mechanical key(s), for the concern described in this bulletin.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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.

 Copyright 2022 Ford Motor Company

Customer Satisfaction Program 21N13
Certain 2020 Model Year Police Interceptor Utility Vehicles
Front Door Latches and Key Replacement

ATTACHMENT I
Page 2 of 2

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 21N13 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 (21N13) is the sub code.
 Customer Concern Code (CCC): L09 – Latch troubles
 Condition Code (CC): 42 – Does Not Operate Properly
 Causal Part Number: 78219A65 – Door Latch
 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: 21N13
- 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 Cutting Key Blanks: If sublet key blank cutting is required, documentation
must be retained. Submit on the same line as the repair.
- Program Code: 21N13
- Misc. Expense: FSAOSL
- Misc. Expense: Claim up to $50.00.
• Provision for Pseudo Part “Key” - Rotunda Key Blanks: Use “KEY” for calming purpose
instead of Rotunda part # 164-R0479. Submit on the same line as the repair.
- Program Code: 21N13
- Part Line entry: Part number - KEY
- Enter Quantity: 4
- Claim as PART “KEY”: Actual cost up to $105.40.

 Copyright 2022 Ford Motor Company

Customer Satisfaction Program 21N13
Certain 2020 Model Year Police Interceptor Utility Vehicles
Front Door Latches and Key Replacement

ATTACHMENT II
Page 1 of 2

LABOR ALLOWANCES
Description

Labor Operation

Labor Time

21N13B

2.1 Hours

21N13C

2.2 Hours

21N13D

2.3 Hours

No Ballistic Panels Installed
Replace both front door latches and cut 4 new key blanks
Driver’s Door Only Ballistic Panel Installed
Replace both front door latches and cut 4 new key blanks
Both Front Door Ballistic Panels Installed
Replace both front door latches and cut 4 new key blanks
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order Quantity

Claim Quantity

LB5Z-78219A64-Q

Front Door Latch Assembly – Right Hand

1

1

LB5Z-78219A65-Q

Front Door Latch Assembly – Left Hand

1

1

Rotunda Part #
Claim as PART “KEY”
Key Blank*
164-R0479
(Quantity of 4 needed)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
* Order the key blanks through Rotunda:
https://rotunda.service-solutions.com/en-US/Pages/Home.aspx.
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.
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.
Replaced FSA Parts Inspection and Sign Off Continued on the Next Page

 Copyright 2022 Ford Motor Company

Customer Satisfaction Program 21N13
Certain 2020 Model Year Police Interceptor Utility Vehicles
Front Door Latches and Key Replacement

ATTACHMENT II
Page 2 of 2

REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
•

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 22
CUSTOMER SATISFACTION PROGRAM 21N13

CERTAIN 2020 MODEL YEAR POLICE INTERCEPTOR UTILITY VEHICLES —
FRONT DOOR LATCHES AND KEY REPLACEMENT

NOTE: Four new key blanks will need to be ordered from Rotunda and cut for this Field Service Action
(FSA). Proceed with customer appointment ONLY AFTER the key blanks have been cut to
reduce customer wait time at the dealer.
1. Verify that the vehicle is equipped with front door ballistic panel(s) by logging into Professional
Technician System (PTS) > ID Vehicle By VIN > Diagnostics tab > Window Sticker Dashboard. Check
for the option for Ballistic Door Panels. See Figure 1.
- Is the vehicle equipped with front door ballistic panel(s)?
Yes - Proceed to Ballistic Panel Service Procedure. (Page 12)

No - Proceed to Non-Ballistic Panel Service Procedure. (Page 2)

21522U

FIGURE 1

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022

STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 2 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13

NON-BALLISTIC PANEL SERVICE PROCEDURE
WARNING: The following procedure describes critical repair steps required for correct restraint
system operation during a crash. Follow all notes and steps carefully. Failure to follow
step instructions may result in incorrect operation of the restraint system and
increases the risk of serious personal injury or death in a crash.
WARNING: Before beginning any service procedure in this manual, refer to health and safety
warnings in section 100-00 General Information. Failure to follow this instruction may
result in serious personal injury.
NOTE: The new front door latch assemblies received may differ from the latch assemblies being replaced.
NOTE: For front door window regulator motors that are non-functional, it will be necessary to remove the
front door window regulator motor prior to removing the front door window regulator.
NOTE: Removal steps in this procedure may contain installation details.
1. Lower both front door windows to the half down position.
2. Depower the Supplemental Restraint System (SRS). Please follow the Workshop Manual (WSM)
procedures in Section 501-20B.
3. Remove the Left Hand (LH) and Right Hand (RH) Front Door Trim Panel. Please follow the WSM
procedures in Section 501-05.
4. Remove the front door window glass release access covers. See Figure 1.
NOTE: LH shown, RH similar.

21522A

FIGURE 1

CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022

ATTACHMENT III
PAGE 3 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13

5. Using a punch, release the front door window glass and tape it in the full up position. See Figure 2.
NOTE: LH side shown, RH side similar.

21522S

FIGURE 2
6. Disconnect the front door window regulator motor electrical connector and the front door side impact
sensor electrical connector. Then release the front door wiring harness routing clips and position the
front door wiring harness aside. See Figure 3.
NOTE: LH side shown, RH side similar.

x5

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
21522B

FIGURE 3

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022

ATTACHMENT III
PAGE 4 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13