Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division

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

February 7, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 22N01 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Rear Wheel Knuckle Replacement

REF:

Customer Satisfaction Program 22N01
Dated February 18, 2022
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 21S32
Dated February 18, 2022
Safety Recall 21S43 – Supplement #1
Dated February 18, 2022
Regional Program 21R01
Dated November 4, 2022
Regional Program 21R02
Dated November 4, 2022

REF:
REF:
REF:
REF:

New! REASON FOR THIS SUPPLEMENT
• Program Terms: added 21R01 and 21R02
• REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR: added 21R01 and 21R02
• OWNER NOTIFICATION MAILING SCHEDULE: added mailing schedule for 21R01 and
21R02
• OASIS ACTIVATION: added 21R01 and 21R02
New! PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the rear wheel knuckles for six (6)
months from the Repair Order (RO) opening date for field service actions 21S32, 21S43, 21R01 or
21R02 provided that the RO opening date occurs on or before July 31, 2023.
This is a one-time repair program.
Coverage is automatically transferred to subsequent owners.
Note: It will take 3-4 business days after 21S32, 21S43, 21R01 or 21R02 claim submission for 22N01
to show as an active program in OASIS.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Explorer

2011-2017

Build Dates

Chicago

May 17, 2010 through September 30, 2017

Elabuga

January 28, 2013 through July 28, 2017

Affected vehicles are identified in OASIS.

 Copyright 2023 Ford Motor Company

New! REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In some of the affected vehicles exposed to a corrosive environment where road salt is used during
winter months, the rear toe link ball joint located in the rear knuckle could seize. A seized toe link ball
joint could wear out and develop a knocking noise after installation of the updated toe links in FSAs
21S32, 21S43, 21R01 or 21R02.
For peace of mind, Ford is providing a one-time repair for customers who have FSA 21S32, 21S43,
21R01 or 21R02 performed before July 31, 2023 and experience an undesirable noise within six (6)
months of the RO date of FSA 21S32, 21S43, 21R01 or 21R02.
SERVICE ACTION
If an affected vehicle exhibits an undesirable noise associated with the rear toe link ball joint, dealers
are to replace both rear wheel knuckles. This service must be performed at no charge to the vehicle
owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were mailed the week of March 7, 2022 for programs 21S32 and 21S43. Owner Letters
for programs 21R01 and 21R02 were mailed the week of November 28, 2022. Dealers should repair
any affected vehicles that experience an undesirable toe link ball joint noise after FSA 21S32, 21S43,
21R01 or 21R02 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
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,

Stacy L. Balzer

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 22N01 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Rear Wheel Knuckle Replacement
New! OASIS ACTIVATION
OASIS was activated on February 18, 2022. Vehicles will not show FSA 22N01 as active until one of
the previous FSAs (21S32, 21S43, 22R01 or 22R02) has been completed and processed.
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
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
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 2023 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 22N01 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Rear Wheel Knuckle Replacement
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 22N01 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 22N01 is the sub code.
 Customer Concern Code (CCC): C50
 Condition Code (CC): 79
 Causal Part Number: 5A972
 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.

 Copyright 2023 Ford Motor Company

Customer Satisfaction Program 22N01 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Rear Wheel Knuckle Replacement

ATTACHMENT II
Page 1 of 2

LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace two (2) rear wheel knuckles - AWD

22N01B

2.9 Hours

Replace two (2) rear wheel knuckles - FWD

22N01C

2.5 Hours

Check alignment and, if necessary, adjust rear toe

22N01D

0.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:

To place an order for both rear wheel knuckles submit a VIN-specific Part Order contact via the SSSC
Web Contact Site.
Order
Claim
Quantity Quantity
1
1
DB5Z-5B759-B
Left Rear Knuckle
1
1
DB5Z-5B758-B
Right Rear Knuckle
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Part Number

Description

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

Description

Order
Quantity
1

Wheel Hub Nut (1 nut per side, 2 nuts per package) –
AWD ONLY
Brake Caliper Bolts (2 bolts per side, 2 bolts per
2
-W710681-S439
package)
Brake Disk Retainer Bolt (1 bolt per side, 4 bolts per
1
-W708733-S439
package)
Rear Stabilizer Link Nut (1 nut per side, 2 nuts per
1
-W520213-S440
package)
Shock Absorber Bolt (1 bolt per side, 4 bolts per
1
-W714033-S439
package)
Trailing Arm, Toe Link Bolt (2 bolt per side, 4 bolts per
1
-W715419-S439
package)
Trailing Arm, Toe Link Nut (2 nut per side, 1 nut per
4
-W520516-S441
package)
Upper Control Arm, Lower Control Arm Bolt (2 bolts per
1
-W715127-S439
side, 4 bolts per package)
Upper Control Arm, Lower Control Arm Nut (2 nuts per
1
-W520517-S440
side, 4 nuts per package)
2
-W714516-S439 Wheel Hub Bolts (4 bolts per side, 4 bolts in a package)
1
-W715179-S439 Toe Link Bolt (1 bolt per side, 4 Bolts in each package)
To guarantee the shortest delivery time, an emergency order for parts must be placed.
-W712435-S439

 Copyright 2023 Ford Motor Company

Claim
Quantity
2
4
2
2
2
4
4
4
4
8
2

Customer Satisfaction Program 22N01 – Supplement #1
Certain 2011-2017 Model Year Explorer Vehicles
Rear Wheel Knuckle Replacement

ATTACHMENT II
Page 2 of 2

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.

•

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 FSAs require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.
•

 Copyright 2023 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION 22N01-S1

CERTAIN 2011-2017 MODEL YEAR EXPLORER VEHICLES — REAR WHEEL
KNUCKLE REPLACEMENT
SERVICE PROCEDURE
NOTE: This procedure should only be used when a rear suspension noise has been identified as coming
from the rear knuckle toe link connection.
1. Position the vehicle on a hoist. Please follow the Workshop Manual (WSM) procedures in
Section 100-02.
2. Replace both rear wheel knuckles. Please follow the WSM procedures in Section 204-02.
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 © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2023