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

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

July 28, 2023
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21B71 – Supplement #3
Certain 2013 Model Year Fusion Vehicles
Driver Airbag Module Replacement

REF:

Customer Satisfaction Program 21B71 – Supplement #2
Dated August 17, 2022

New! REASON FOR THIS SUPPLEMENT
• This program is being expanded to include VIN’s in the state of Texas in an effort to
increase the number of parts returned for research.
PROGRAM TERMS
This program will expire without notice once sufficient parts have been gathered to complete the
required research.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Fusion

2013

Hermosillo

August 14, 2012 through July 16, 2013

Affected vehicles are identified in OASIS and FSA VIN Lists.
New! REASON FOR THIS PROGRAM
This program is a proactive effort to gather parts for research. Ford is voluntarily conducting this
program to replace certain airbag modules manufactured by Takata Corporation on vehicles always
registered and always residing in the states of Florida and Texas. The replacement module being
installed contains an inflator that was manufactured by a different supplier (does not contain a Takata
inflator) and does not contain ammonium nitrate. The purpose of this program is to obtain field parts
for testing and evaluation.
SERVICE ACTION
Dealers are to replace the driver airbag module. This service must be performed on all affected
vehicles at no charge to the vehicle owner.
IMPORTANT: All replaced driver airbag modules must be returned for analysis.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters were mailed the week of February 21st, 2022 to vehicle owners in Florida. Additional
owner letters will be mailed the week of August 7th,2023 to vehicle owners in Texas who’s VIN’s are
being added to this program. Dealers should repair any affected vehicles that arrive at their
dealerships, whether or not the customer has received a letter.

 Copyright 2023 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,

Stacy L. Balzer

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21B71 - Supplement #3
Certain 2013 Model Year Fusion Vehicles
Driver Airbag Module Replacement
OASIS ACTIVATION
OASIS was activated on February 8th, 2022.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since
February 8th, 2022. Owner names and addresses have been available since February 28th, 2022.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
Use OASIS to identify any affected vehicles in your used vehicle inventory.
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
Rental vehicles are not approved for this program.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B71 - Supplement #3
Certain 2013 Model Year Fusion Vehicles
Driver Airbag Module Replacement
CLAIMS PREPARATION AND SUBMISSION
Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS)
online. When entering claims:
o Claim type 31: Field Service Action. The FSA number 21B71 is the sub code.
IMPORTANT: The serial number of the new driver airbag module must be provided for the
claim to be processed. The Technical Information advises technicians to document the serial
number on the repair order. The serial number is 20 characters.
o If a serial number was not recorded or not readable, contact the SSSC for direction.
o For claims submitted using DMS or OWS on-line, enter the serial number in the
Special Use Vehicle Description field without spaces or dashes.
For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Hazmat Parts Return Kit Claiming Instructions:
All replaced driver airbag modules must be returned for analysis. A hazmat parts return kit is
required to complete the return. See Attachment II for part return details.
o Claim on the same RO line as the repair.
o Use Misc. Expense Code “OTHER”.
o Amount: $3.00
• 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

ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 21B71 - Supplement #3
Certain 2013 Model Year Fusion Vehicles
Driver Airbag Module Replacement
LABOR ALLOWANCES
Description
Replace Driver Airbag Module

Labor Operation

Labor Time

21B71B

0.3 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:
To place an order, submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
Part Number

Description

Order
Quantity

Claim
Quantity

HS7Z-78043B13-AH Driver Airbag Module - Black
1
1
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
NOTE: All replaced driver airbag modules must be returned in the new part box.
Part return instructions:
• Parts must be returned via FedEx; the RCRC will not pick up parts for this program.
• Dealers must monitor their OWS parts status report. An FCS-700 tag will be generated for
each driver airbag module.
• You must order FCS-12637R-16 (Hazmat Parts Return Kit) through the Dealer eStore:
web.dealerestore.dealerconnection.com
o Refer to the HAZMAT Parts Return page on FMCDealer.com for resources regarding
hazmat parts shipping if necessary: www.FMCDealer.com > Parts & Service > Parts
Department Tools > Hazmat Parts Return
o Refer to the Claims Preparation and Submission section in Attachment I to claim the
cost of the hazmat parts return kit.
NOTE: Four (4) different pre-paid shipping labels will come with the Hazmat Parts Return Kit. Use the
FedEx shipping label in the kit with the following address:
WARRANTY PARTS ANALYSIS CENTER
15010 SOUTH COMMERCE DRIVE
DEARBORN, MI 48120
NOTE: Due to hazardous material shipment requirements, dealers must meet all applicable
Hazardous Material Regulations when shipping hazardous material. Hazardous Material training /
certification is required at least every three years per the U.S. Department of Transportation 49CFR
172.700. Failure to comply with all applicable Hazardous Material Regulations can lead to fines up to
$77,114 per day per violation.

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 21B71 - Supplement #3
Certain 2013 Model Year Fusion Vehicles
Driver Airbag Module Replacement
IMPORTANT: If an FCS-700 Tag is not issued, or the OWS parts status report directs to “Scrap” a
part replaced under this safety recall, please submit a General Request to the SSSC Web Contact
Site stating that you were directed to scrap a part.
For additional parts return information, refer to the Warranty and Policy Manual, Section 1 WARRANTY PARTS RETENTION AND RETURN POLICIES.
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 2023 Ford Motor Company

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

July, 2023
Customer Satisfaction Program 21B71
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Ford Motor Company, we are committed to building high quality, safe, and dependable products.
As part of that commitment, we have pre-selected your vehicle to replace the driver airbag module
free of charge for a limited time as part of an important safety research study. Ford understands that
supporting this effort can be an inconvenience but asks that you contribute to this important effort at
your earliest convenience. Your participation will help gather information and ensure your safety and
the safety of others.
This is not a safety recall. We are collecting these parts to confirm their performance after being in
service in your vehicle for many years.

Why are you receiving
this notice?

This program is a proactive effort to gather certain airbag modules
manufactured by Takata for research. Ford Motor Company is voluntarily
conducting this program to obtain field parts from certain geographic
locations and vehicle models for testing and evaluation. This program will
expire without notice once sufficient parts have been gathered to complete
the required research.

What will Ford and
your dealer do?

For the purposes of this research program, Ford Motor Company has
authorized your dealer to remove the driver airbag module from your vehicle
and replace it with a new airbag module free of charge. The new
replacement module being installed has an updated design, but the function,
performance, and appearance of the airbag is identical to the original one.

How long will it take?

The time needed to exchange your old inflator for a new one is less than
one-half day. However, due to service scheduling requirements, your dealer
may need your vehicle for a longer period of time. You can minimize any
inconvenience by contacting your dealer and making specific arrangements
in advance.

 Copyright 2022 Ford Motor Company

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B71. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access
ford.com/support for dealer addresses, maps, and driving instructions.
Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed.
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.

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, which are based primarily on
state registration and title data, 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).
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.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Thank you for your attention to this important matter.
Ford Customer Service Division

 Copyright 2022 Ford Motor Company