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

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

July 12, 2023
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair

PROGRAM TERMS
This program will be in effect through August 4, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Aviator

2023

Chicago

December 18, 2022 through December 21, 2022

Explorer

2023

Chicago

December 18, 2022 through December 21, 2022

US population of affected vehicles: 472. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if
required. See the EXCESS STOCK RETURN details in Attachment II for more information.
REASON FOR THIS PROGRAM
In the affected vehicles, the 3.0L turbo hoses may have been routed incorrectly over the engine oil
cooler hose, which may result in a touch condition between the engine oil cooler hose and the
crankshaft pulley. A touch condition can lead to a coolant leak resulting in a high temperature warning
and a check engine light. If the engine overheats it could result in a loss of motive power.
SERVICE ACTION
Dealers are to verify that the turbo hose is routed correctly behind the engine oil cooler inlet hose. If
misrouted, inspect oil cooler hose for damage. If damaged, follow instructions to correctly replace and
route. If the part is misrouted but not damaged, follow instructions to correctly route but do not replace
part. If routed correctly, no action needed. This service must be performed on all affected vehicles at
no charge to the vehicle owner.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange for a mobile repair at the owner’s location for the inspection only, or:
o Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs
• Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-up and delivery, and mobile service should be made available for all customers. Refer to
the Rental and Claiming sections for further details.

 Copyright 2023 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of July 31, 2023. Dealers should repair any affected
vehicles that arrive at their dealerships, 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
Attachment IV:
Mobile Service Repair Assessment
Attachment V:
Mobile Repair/Vehicle Pickup and Delivery Record
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 4
Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level.
- Light Mobile Service
MOBILE REPAIR RECOMMENDATIONS
• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
• Transportation – due to the simplicity of this repair, a specialty vehicle is not required.
MOBILE REPAIR ADDITIONAL INFORMATION
Please ensure the technician brings the following to the mobile repair destination:
• Printed Technical Instructions
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended.
• Recommended tools and cleaning supplies: N/A
MOBILE REPAIR QUESTIONS AND ASSISTANCE
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Refer to Electronic Field Communication - EFC12071 2023 Remote Experience Program.
Dealers NOT participating in the 2023 Remote Experience Program:
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
OASIS ACTIVATION
OASIS will be activated on July 12, 2023.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 2 of 4
Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 12, 2023.
Owner names and addresses will be available by August 18, 2023.
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
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
BRANDED / SALVAGED TITLE 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.
PICK-UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset
section for additional details.
PICK-UP AND DELIVERY- Non-participating Dealers
Dealers not participating in the 2023 Remote Experience Program for Pick-up & Delivery are
authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up & delivery
services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 3 of 4
Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair
LINCOLN PICKUP AND DELIVERY
• Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and
delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details,
reference EFC12060, 2023 Lincoln Pickup & Delivery Updates
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 FSAs / 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
o Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• 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
 Sub Code: 23B37
 Customer Concern Code (CCC): L87
 Condition Code (CC): 43
 Causal Part Number: 18N344, 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 the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC12060,
2023 Lincoln Pickup & Delivery Updates for details.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 4 of 4
Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair
•

•

Pickup & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
 Dealers are authorized to claim one-half labor hour per repair for vehicle pickup and delivery services.
 Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order
documentation.
Mobile Repair:
o Dealers participating in the Remote Experience Program –
 Refer to Electronic Field Communication - EFC12071 2023 Remote Experience
Program.
o Dealers NOT participating in the Remote Experience Program –
 Mobile repair allowances can be claimed for dealer-performed mobile repairs.
Dealers that are working with Ford-contracted mobile repair companies should
refer to those companies for claiming instructions.
 For dealer-performed mobile repairs, retain a copy of the Service Management
signed record (see Attachment V), with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 23B37MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Attachment II).

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 23B37
Certain 2023 Model Year Aviator and Explorer Vehicles equipped with 3.0L Engines
Turbo Hose Routing Inspection and Repair
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Inspect turbo hose routing, pass.

23B37A

0.3 Hours

Inspect turbo hose routing, fail. Disconnect hose, re-inspect
for damage, passes, re-route hose.

23B37B

0.6 Hours

Inspect turbo hose routing, fail. Disconnect hose, re-inspect
for damage, fails, replace hose, do a complete coolant fill
and bleed.

23B37C

1.2 Hours

23B37A

0.3 Hours

23B37MM

0.5 Hours

23B37PP

0.5 Hours

In Dealership Repair

Mobile Service Repair
Inspect turbo hose routing, pass.
Mobile Service:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
Can be used when the repair takes place away from the
dealership
If Additional Time is Required Due to Travel, Please Submit
an SSSC Approval Form
Vehicle Pick-up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle pickup/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.
PARTS REQUIREMENTS / ORDERING INFORMATION

Special Program Part Ordering:
To place an order for heater water hose, submit a Special Program order in the DOW system. SSSC
contact is not required to order K-Coded parts on this program. More information can be found in
EFC 10642.
Part Number

Description

L1MZ-18N344-E

Heater water hose

Order
Quantity

Claim
Quantity

1

1

VC-13-G
Anti-Freeze 1 gallon container, can repair 4 vehicles
1
.25
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 the latest prices, refer to DOES II.

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 2 of 2
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 by all applicable local, state, and federal environmental protection and hazardous
material regulations. Federal law prohibits selling motor vehicle parts or components that are under
safety, compliance, or emissions recall.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by 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
dealer’s 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 of 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 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 8
CUSTOMER SATISFACTION PROGRAM 23B37

CERTAIN 2023 MODEL YEAR AVIATOR AND EXPLORER VEHICLES EQUIPPED
WITH 3.0L ENGINES — TURBO HOSE ROUTING INSPECTION AND REPAIR
SERVICE PROCEDURE
1. Open the hood of the vehicle.
2. Locate and inspect the left hand (LH) oil cooler coolant hose. See Figure 1. A LH oil cooler coolant
hose that routes in front of the charge air cooler (CAC) tube passes inspection. A LH oil cooler coolant
hose that routes behind the CAC tube does not pass inspection. Did the LH oil cooler coolant hose
pass inspection?
PASS - This completes the Field Service Action (FSA)
DOES NOT PASS - Proceed to Step 3.
LH OIL
COOLER
HOSE
ROUTED
BEHIND
THE
CAC
TUBE

OIL COOLER

LH OIL COOLER
HOSE ROUTED
INFRONT OF
THE CAC TUBE

CAC TUBE

FRONT OF
VEHICLE

FIGURE 1

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2023

23159A

ATTACHMENT III
PAGE 2 OF 8
CUSTOMER SATISFACTION PROGRAM 23B37

3. Remove the air cleaner. Follow the Workshop Manual (WSM) procedures in Section 303-12.
4. Install hose locking pliers on the oil cooler coolant hoses. See Figure 2.
OIL COOLER
LH OIL COOLER
COOLANT HOSE

CAC TUBE

RH OIL COOLER
COOLANT HOSE

FRONT OF
VEHICLE

23159B

FIGURE 2

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2023

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT III
PAGE 3 OF 8
CUSTOMER SATISFACTION PROGRAM 23B37

5. For Dealer Repair: Position the vehicle on a hoist.
For Mobile Repair: Using a jack, raise the front of the vehicle and secure using jack stands.
6. Remove the engine front undershield. Follow the WSM procedures in Section 501-02.
7. Position a drain pan under the vehicle to catch any fluid. Disconnect the LH oil cooler coolant hose.
See Figure 3.

LH OIL COOLER
COOLANT HOSE