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

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

July 22, 2022

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release
Tailgate - Unintended Tailgate Opening

REF :

Customer Satisfaction Program 21M05
Dated May 20, 2022

New! REASON FOR THIS SUPPLEMENT
Parts ordering information and full repair instructions are now available to support completion of this
customer satisfaction program.
PROGRAM TERMS
This program provides a no-cost repair (if needed) to the power release tailgate feature for 10 years of
service or 150,000 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, Service Part Warranty (SPW) and Extended Service
Plan (ESP) may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
January 31, 2023.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Super Duty

2017-2022

Kentucky Truck

Build Dates
October 8, 2015 through December 20, 2021

Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST REPAIR
In the affected vehicles, some customers report experiencing an unintended tailgate opening and may
have previously serviced their vehicle for this concern. Ford has developed an enhanced remedy for
customers who may want this enhanced repair performed on their vehicle.
New! SERVICE ACTION
Some vehicles covered by Field Service Action (FSA) 21M05 may have FSA 19S48 currently open.
Please check OASIS to verify coverage and perform FSA 19S48 ONLY if coverage applies. DO NOT
perform FSA 19S48 on vehicles that are not included in that program.
If a vehicle included in FSA 21M05 has sustained damage to the tailgate due to an unintended
tailgate opening, please refer to the claiming instructions for related damage.
Service Action Continued On The Next Page

 Copyright 2022 Ford Motor Company

New! SERVICE ACTION (continued)
• 2017-2019 Vehicles: If an affected vehicle owner has reported an unintended tailgate
opening, dealers are to modify the power release tailgate system wiring, install a new tailgate
handle release switch and reprogram the Body Control Module (BCM) software using
Integrated Diagnostic Software (IDS) release 126.05 or higher.
NOTE: Safety Recall 19S48 must be completed prior to performing the 21M05 service
procedure.
NOTE: FDRS cannot be used for programming on the 2017-2019 Super Duty vehicles.
2020-2022 Vehicles: If an affected vehicle owner has reported an unintended tailgate
opening, dealers are to modify the power release tailgate system wiring, install a new tailgate
handle release switch and reprogram the BCM software using Ford Diagnosis and Repair
System (FDRS).
NOTE: IDS cannot be used for programming on the 2020-2022 Super Duty vehicles.
Customer Information Sheet and Owner’s Manual Addendum: At the completion of this repair,
dealership service management is to provide a copy of the “Customer Information Sheet” and
“Owner’s Manual Addendum” that is posted with this bulletin to the vehicle owner.
This service must be performed on all affected vehicles at no charge to the vehicle owner.
•

NOTE: The tailgate is required to perform the repair but does not need to be installed on the vehicle.
NOTE: Parts are currently not available in sufficient quantities to repair all vehicles. Part orders can
be requested through the Special Service Support Center (SSSC) using the SSSC link at the bottom
of the OASIS VIN report screen to repair vehicles. The SSSC will only accept orders if:
•

The vehicle is currently at the dealership and the customer has reported experiencing an
unintended tailgate opening.

•

The dealer has an open Repair Order (RO) on the Vehicle Identification Number (VIN) with an
unintended tailgate opening concern.

New! OWNER NOTIFICATION MAILING SCHEDULE
Owners of affected vehicles have been notified. Parts available owner letters are expected to start
mailing on July 25, 2022. Dealers should repair any affected vehicles that experience unintended
tailgate opening, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Customer Information Sheet
Owner’s Manual Addendum
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 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
OASIS ACTIVATION
OASIS was activated on May 20, 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.
New! 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
January 31, 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 repairs associated with unintended
tailgate opening.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
RELATED DAMAGE PHOTO SUBMISSION
Ford requires photos for any related damage claims associated with this program.
Please submit an Approval Request to the SSSC Web Contact Site containing clear photos of the VIN
and all related damage, including the component(s) that contacted the vehicle, for approval
consideration.
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, SSSC approval is still
required.
• 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.
ATTACHMENT I
 Copyright 2022 Ford Motor Company

Page 2 of 2
Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
New! 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 21M05 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 (21M05) is the sub code.
 Customer Concern Code (CCC): L07 – Ext. Door Lock Controls-Power
 Condition Code (CC): 42 – Does Not Operate Properly
 Causal Part Number: 9C888 – Tailgate Switch
 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: 21M05
- 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 Locally Obtained Supplies: Includes Coroplast 837 electrical wire harness
tape or equivalent, black electrical tape (as needed), orange electrical tape (as needed),
TA-32 (as needed) and rosin core solder. This provision is for the amount supplies used for
one vehicle repair. Submit on the same repair line on which the FSA is claimed.
NOTE: The locally obtained supplies can be used on multiple vehicles.
o Program Code: 21M05
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $3.00
• Provision for Sublet Windshield Removal/Installation: This expense cannot be claimed if
the dealership removes and installs the windshield. Sublet documentation must be retained.
Submit on the same line as the repair.
- Program Code: 21M05
- Misc. Expense: FSAOSL
- Misc. Expense: Claim up to $250.00

 Copyright 2022 Ford Motor Company

ATTACHMENT II
Page 1 of 4

Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
New! LABOR ALLOWANCES
Description
NOTE: Safety Recall 19S48 must be completed prior
to performing the 21M05 service procedure.
Inspect BCM, Install Tailgate Actuator Ground Wiring Kit,
Replace Tailgate Handle Release Switch, Update BCM
Software Using IDS Release 126.05 or Higher, Enable
the Tailgate Switches Double Press and Disable Tailgate
Ajar Message (if equipped) Via the IDS Programable
Parameters and Print Both the Customer Information
Sheet and the Owner’s Manual Addendum.*
NOTE: The tailgate is required to perform the repair but
does not need to be installed on the vehicle.
- Camera alignment is not required
- FDRS cannot be used on the affected vehicles
- This labor operation cannot be claimed with 21M05C
NOTE: DO NOT perform FSA 19S48 on vehicles that
are not included in that program.
Inspect BCM, Install Tailgate Actuator Ground Wiring Kit,
Replace Tailgate Handle Release Switch, Update BCM
Software Using the Ford Diagnosis and Repair System
(FDRS), Enable the Tailgate Switches Double Press and
Disable Tailgate Ajar Message Via the FDRS
Programable Parameters and Print Both the Customer
Information Sheet and the Owner’s Manual Addendum.*
NOTE: The tailgate is required to perform the repair but
does not need to be installed on the vehicle.
- Camera alignment is not required
- IDS cannot be used on the affected vehicles
- This labor operation cannot be claimed with 21M05B
NOTE: This labor operation is to be claimed ONLY if
the BCM connector(s) or fuse(s) exhibit signs of
moisture and/or corrosion contamination. Photo(s) of
BCM contamination MUST be submitted to the SSSC
prior to diagnostics in order to use this labor
operation.
Diagnose and Repair the Source(s) of the BCM Moisture
and/or Corrosion Contamination.**
- This labor operation can be claimed in combination
with 21M05B or 21M05C
Time Allowed to Submit Photo(s) for Related Damage
Claims or for BCM Contamination (As Needed)

Vehicles

Labor
Operation

Labor
Time

2017-2019
Super Duty

21M05B

3.8 Hours

2020-2022
Super Duty

21M05C

3.6 Hours

MT21M05D

Actual time
up to 10.0
Hours***

21M05ZZ

0.2 Hours

All Vehicles

Labor Allowances Continued On The Next Page
 Copyright 2022 Ford Motor Company

ATTACHMENT II
Page 2 of 4

Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening

New! LABOR ALLOWANCES (continued)
* Customer Information Sheet and Owner’s Manual Addendum: At the completion of this repair,
dealership service management is to provide a copy of both the “Customer Information Sheet” and the
“Owner’s Manual Addendum” that are posted with this bulletin to the vehicle owner.
** Less than 3% of the affected vehicle population is expected to require water leak diagnostics.
*** Dealers are authorized to claim up to 10.0 hours actual time after contacting the SSSC Web
Contact Site and submitting photo(s) for approval. Follow the Actual Time Usage Guidelines and
Service Management Responsibilities as identified in the Warranty and Policy Manual. Claims for
additional parts and/or labor over 10.0 hours should be submitted to the SSSC as a Related Damage
contact. If contacting SSSC, please provide the complete tech details and time stamps to support the
request for the additional time.
New! PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To place an order for Tailgate Actuator Ground Wiring Kit, submit a VIN-specific Part Order contact
via the SSSC Web Contact Site.
Part Number

Description

KC3Z-14A411-D

Tailgate Actuator Ground Wiring Kit

Order
Quantity

Claim
Quantity

1

1

NOTE: The Tailgate Actuator Ground Wiring kits are currently not available in sufficient quantities to
repair all vehicles. Due to limited part supply, it is possible not all parts requests can be filled. The part
orders will be placed by the SSSC in the order received. The Tailgate Actuator Ground Wiring kit part
orders can be requested through the SSSC using the SSSC link at the bottom of the OASIS VIN
report screen to repair vehicles. The SSSC will only accept orders if:
• The vehicle is currently at the dealership and the customer report experiencing an unintended
tailgate opening.
• The dealer has an open RO on the VIN with an unintended tailgate opening concern.
It is anticipated that parts will be available in sufficient quantities to repair all vehicles by the end of
third quarter 2022.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.

Order the parts below through normal order processing channels:
Part Number

Description

GB5Z-9C888-B

Tailgate Handle Release Switch

Order
Quantity

Claim
Quantity

1

1

Parts Requirements / Ordering Information Continued On The Next Page

 Copyright 2022 Ford Motor Company

ATTACHMENT II
Page 3 of 4

Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
New! PARTS REQUIREMENTS / ORDERING INFORMATION (continued)

Order the parts below through normal order processing channels:
Part Number

Description

TA-32

Motorcraft® TA-32 Clear Silicone Rubber* (As Needed)
Electrical Wire Harness Tape*
Coroplast 837 or Equivalent
- Can be obtained from Rotunda (NAI837X) or Narin

Obtain Locally

Rosin Core Solder*

Order
Quantity

Claim
Quantity

Claim as Misc.
OTHER

Black Electrical Tape* (As Needed)
Orange Electrical Tape* (As Needed)
- For vehicles equipped with 110 volts Inverter System
* The listed tapes and chemicals can be used on multiple vehicles.
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.
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.
Replaced FSA Parts Inspection and Sign Off Continued On The Next Page

 Copyright 2022 Ford Motor Company

ATTACHMENT II
Page 4 of 4

Customer Satisfaction Program 21M05 - Supplement # 1
Certain 2017-2022 Model Year Super Duty Vehicles Equipped with a Power Release Tailgate
Unintended Tailgate Opening
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
•

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 51
CUSTOMER SATISFACTION PROGRAM 21M05-S1

CERTAIN 2017-2022 MODEL YEAR SUPER DUTY VEHICLES EQUIPPED WITH A
POWER RELEASE TAILGATE — UNINTENDED TAILGATE OPENING
SERVICE PROCEDURE
NOTE: For model years 2017-2019, Safety Recall 19S48 must be completed prior to performing this
service procedure.
NOTE: At the completion of this repair, dealership service management is to provide a copy of the
“Customer Information Sheet” and a copy of the "Owner's Manual Addendum" that is posted
with this bulletin to the vehicle owner.
NOTE: The tailgate is required to perform the complete repair but does not need to be installed on the
vehicle.
1. Lower the tailgate of the vehicle.
2. Open the hood of the vehicle.
3. If equipped, open the roof opening panel.
4. Disconnect the negative battery cable(s) and position aside. Please follow the Workshop Manual
(WSM) procedures in Section 414-01.
5. Remove the Body Control Module (BCM). Please follow the WSM procedures in Section 419-10.
6. Inspect the BCM for any sign(s) of moisture and/or corrosion. See Figure 1 for examples of corrosion.
- Was any sign(s) moisture and/or corrosion present?
Yes - Photo(s) of BCM water contamination MUST be submitted to the Special Service

Support Center (SSSC) prior to continuing with water leak diagnostics. Then

proceed to Step 8.
No - Proceed to Step 7.

20036A

CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2022

FIGURE 1

ATTACHMENT III
PAGE 2 OF 51
CUSTOMER SATISFACTION PROGRAM 21M05-S1

7. Remove each BCM fuse, one at a time, and inspect for any sign(s) of moisture and/or corrosion.
See Figure 2.
- Was any sign(s) of moisture and/or corrosion present?
Yes - Photo(s) of BCM water contamination MUST be submitted to the SSSC prior to
continuing with water leak diagnostics. Then proceed to Step 8.
No - Proceed to Step 36 (Page 12).

BCM
FUSES

20036B

FIGURE 2
8. Is the vehicle equipped with a roof opening panel? See Figure 3.
Yes - Proceed to Step 9.
No - Proceed to Step 19 (Page 6).
NON-VISTA ROOF

VISTA ROOF

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

FIGURE 3
CPR © 2022 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2022

STUD 20036C
FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 3 OF 51
CUSTOMER SATISFACTION PROGRAM 21M05-S1

9. Locate the roof opening panel drain tube on the Right Hand (RH) side of the vehicle behind the BCM.
See Figure 4.
FRONT OF
VEHICLE