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

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

October 26, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B24
Certain 2022 Super Duty and 2023 F-Series Models with Tailgate Step
Inspection of Tailgate Step Handle and Replacement

PROGRAM TERMS
This program will be in effect through November 30, 2024. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of November 30, 2024 to encourage
dealers and customers to have this service performed as soon as possible.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

F-150

2023

Dearborn

Nov 21, 2022 through Jan 20, 2023

F-150

2023

Kansas City

Nov 21, 2022 through Jan 20, 2023

Super Duty

2022

Kentucky Truck

Nov 21, 2022 through Dec 23, 2022

F-150

2023

Rouge Electrical

Nov 21, 2022 through Jan 20, 2023

US population of affected vehicles: 44,745 Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the customer may notice looseness or increased play in the tailgate
step grab handle when it is in the upright position. The tailgate step grab handle may not fully engage
the handle locking mechanism when the handle is in the upright position and may release when
pulled.
SERVICE ACTION
Dealers are to inspect the tailgate step grab handle by identifying the lot code of the grab handle and
replace certain lot codes with a new grab handle. 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.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week November 13, 2023. 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
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• 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

Administrative Information
 Copyright 2023 Ford Motor Company

Page 1 of 3
Customer Satisfaction Program 23B24
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.
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 October 26, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 26,
2023. Owner names and addresses will be available by December 1, 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.
Administrative Information

 Copyright 2023 Ford Motor Company

Page 2 of 3
Customer Satisfaction Program 23B24
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 branded / salvaged title 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.
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
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before completing the repair.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 23B24
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: 23B24
 Customer Concern Code (CCC): L15 (other lock/mechanism troubles)
 Condition Code (CC): 42 (does not operate properly)
 Causal Part Number: 9943300, 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.
• Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
• 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 Repair Procedure Improvement & Revised Labor Time),
with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 23B24MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).

 Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B24
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Inspect Tailgate Handle for suspect lot code

23B24A

0.2 hours

Replace Tailgate Handle on those with suspect lot codes

23B24B

0.3 hours

23B24MM

0.5 Hours

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
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order Quantity

Claim Quantity

1
1
(as required)
(as required)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
FL3Z-9943300-A

Grab handle sub-assembly

DEALER PRICE
For the 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 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.

 Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 23B24
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.). Please
visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List information.

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

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

Customer Satisfaction Program 23B24

November 2023

Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
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?

On your vehicle, the tailgate step grab handle may not fully engage the
handle locking mechanism when the handle is in the upright position.

What is the effect?

This may result in looseness or increased play in the tailgate step grab
handle when it is in the upright position. The tailgate step grab handle may
not lock in the upright position and may release when pulled.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect your vehicle for the affected tailgate step grab handle
manufacturing lots and if found, replace your tailgate step grab handle free
of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2024 regardless of mileage. Coverage is automatically transferred to
subsequent owners.

How long will it take?

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.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 22B24. 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.

 Copyright 2023 Ford Motor Company

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