NHTSA ID Number: 10214864
Manufacturer Communication Number: 21N13
TSB/Document Date: 2022-07-01
Summary
Certain 2020 Model Year Police Interceptor Utility Vehicles, Front Door Latches and Key Replacement: 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 driver and passenger front door lock cylinders.
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21522L
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FIGURE 24
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CPR © 2022 FORD
MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
ATTACHMENT III
PAGE 16 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
11. Remove the pin-type retainers and release the front door upper trim. See Figure 25.
NOTE: LH side shown, RH side similar.
21522H
FIGURE 25
12. Remove the front door inner belt molding. See Figure 26.
NOTE: LH side shown, RH side similar.
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FIGURE 26
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CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
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ATTACHMENT III
PAGE 17 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
13. Remove the front door glass. See Figure 27.
NOTE: LH side shown, RH side similar.
21522K
FIGURE 27
14. If equipped, disconnect the exterior front door handle electrical connector. See Figure 28.
NOTE: The front door is shown transparent for clarity. LH side shown, RH side similar.
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21522M
FIGURE 28
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CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
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ATTACHMENT III
PAGE 18 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
15. Remove the exterior front door handle access plug. See Figure 29.
NOTE: LH side shown, RH side similar.
21522N
FIGURE 29
16. Hold the exterior front door handle open and turn the release screw enough to release the exterior
front door handle. See Figure 30.
• Torque: 35 lb.in (4 Nm).
NOTICE: Once the exterior front door handle is released DO NOT loosen the release screw anymore. If
the screw is fully released the exterior door handle will not engage the lever on installation.
NOTE: LH side shown, RH side similar.
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21522P
FIGURE 30
CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
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ATTACHMENT III
PAGE 19 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
17. Carefully remove the exterior front door handle lock cover by releasing the rearward tab and pulling
forward. See Figure 31.
NOTE: LH side shown, RH side similar.
21522Q
FIGURE 31
NOTE: It is important that the door lock cylinders do not get mixed between LH and RH.
18. Release the door lock cylinder retaining tab and remove the door lock cylinder. See Figure 32.
NOTE: LH side shown, RH side similar.
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21522R
FIGURE 32
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CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
ATTACHMENT III
PAGE 20 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
19. Remove the screw from the exterior front door handle reinforcement. See Figure 33.
• Torque: 62 lb.in (7 Nm).
NOTE: LH side shown, RH side similar.
21522V
FIGURE 33
20. Remove the front door glass run and bracket bolts. See Figure 34.
• Torque: 19 lb.in (2.2 Nm).
NOTE: LH side shown, RH side similar.
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21522X
FIGURE 34
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CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
ATTACHMENT III
PAGE 21 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
21. If equipped, disconnect the keyless entry keypad electrical connector, the front door latch electrical
connector and the front door latch jumper harness electrical connector. See Figure 35.
NOTE: LH side shown, RH side similar.
21522Y
FIGURE 35
22. Remove the front door latch bolts. See Figure 36.
• Torque: 71 lb.in (8 Nm).
NOTE: LH side shown, RH side similar.
x3
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21522Z
FIGURE 36
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CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
ATTACHMENT III
PAGE 22 OF 22
CUSTOMER SATISFACTION PROGRAM 21N13
23. Remove the front door latch assembly. See Figure 37.
NOTE: The front door is shown transparent for clarity. LH side shown, RH side similar.
21522AB
FIGURE 37
NOTE: It is important that the door lock cylinders do not get mixed between LH and RH.
24. Transfer the Door Lock Cylinders to the new Front Door Latch assemblies. Please follow the WSM
procedures in Section 501-14.
CAUTION: Use caution not to kink the cables during installation of the door latch assembly.
25. Install the new Front Door Latch assemblies. Please follow the WSM procedures in Section 501-14.
26. Reverse the removal procedure to reassemble the vehicle.
27. Repower the SRS. Please follow the WSM procedures in Section 501-20B.
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28. Perform the Power Door Window Initialization. Please follow the WSM procedures in Section 501-11.
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29. Test all four new keys, in both door lock cylinders, to make sure they are working correctly prior to
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providing them to the customer.
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30. Provide the new keys to the vehicle owner.
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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
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returned to Ford, all parts replaced under this FSA must be scrapped in
accordance with all applicable local, state and federal environmental
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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 © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2022
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 21N13
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
June 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?
You may experience difficulty locking and/or unlocking your vehicle due to
increased efforts required to turn the key in the driver and passenger front
door lock cylinders. Ford is pleased to let you know that we are offering a
no-cost, one-time repair on the front door latches and mechanical keys if
you experience this issue and your vehicle is within the time limitations
indicated below.
What is the effect?
Increased efforts required to turn the mechanical key in the key cylinder
may result in difficulty entering the vehicle. If excessive force is used to
rotate the key, the door latch may become damaged internally, resulting in a
door that may not lock or unlock.
What will Ford and
your dealer do?
If your vehicle's front door latches and mechanical keys require replacement
due to increased efforts required to turn the key in the door lock cylinders,
and your vehicle is within the indicated time limitations, Ford Motor
Company has authorized your dealer to replace the front door latches and
provide you with four new mechanical keys free of charge (parts and labor).
This is a one-time repair program.
This one-time repair of the driver and passenger front door latches and
mechanical keys is available for a total of 6 years from the warranty start
date. There is no mileage restriction for this program.
Coverage is automatically transferred to subsequent owners.
How long will it take?
If the components 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.
Copyright 2022 Ford Motor Company
What should you do?
You do not need to return to your dealer for this repair unless increased
efforts is required to turn the mechanical key in the front door lock cylinders.
Please keep this letter as a reminder of the one-time repair offer for your
front door latches and mechanical keys.
If your front door latches and mechanical keys require replacement, and
your vehicle is within the indicated time 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 21N13. The VIN is printed near your name at the beginning of this
letter. Your dealer will replace the parts at no charge.
If you do not already have a servicing dealer, you can access
ford.com/support 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
ford.com/support.
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 December 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 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: ford.com/support
For the hearing impaired, call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM - 8:00PM (Eastern Time).
Copyright 2022 Ford Motor Company
Can we assist you
further?
(continued)
FLEET OWNERS: If you have questions or concerns, please contact our
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM - 11:00PM
and Saturday 7:00AM – 5:00PM (Eastern Time).
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
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TSB/Document ID: 21N13
Replacement Service Bulletin Number:
MFR Communication Date: 2022-06-13
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: LATCHES/LOCKS/LINKAGES
MFR Component System:
MFR Component Subsystem:
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