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

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

October 12, 2023
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B36
Certain 2023 Model Year Explorer ST Vehicles with the Street Package
Wheel and Tire Replacement

PROGRAM TERMS
This program will be in effect through October 31, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Explorer ST

2023

Chicago

December 6, 2022 through December 16, 2022

US population of affected vehicles: 13. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
The affected vehicles were built with the incorrect size wheels. Vehicles ordered with the Street
Package that included 21-inch wheels received 20-inch wheels.
SERVICE ACTION
Dealers are to replace the wheels, tires, Tire Pressure Monitor System (TPMS) sensors, the Safety
Certification and Tread Act labels and update the Body Control Module (BCM) As-Built Data. Some
vehicles may already have the correct wheels and tires installed but will require the BCM software
update and replacement of the labels. 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, or:
• 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.
IMPORTANT: The 20-inch wheels that are removed from the vehicle cannot be returned to the
customer even if a part scrap notice is issued.
NOTE: Some vehicles may have had the wheels and tires previously replaced and currently have the
correct 21-inch wheels installed. These vehicles do not require the wheels and tires to be replaced
again but will still require the BCM As-Built Data update to complete the FSA. See the VIN list
attachment for details.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 30, 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 Information
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pickup and 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

© Copyright 2023 Ford Motor Company

Administrative Information
Page 1 of 4
Customer Satisfaction Program 23B36
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Wheel and Tire 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 – A Specialized Mobile Service unit vehicle may not be required if tires and
wheels are mounted and balanced at the dealership prior to mobile repair.
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: Standard equipment for balancing wheels and
tires as well as FDRS to program the Tire Pressure Monitor System sensors and updating the
BCM software.
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.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B36
OASIS ACTIVATION
• OASIS will be activated on October 12, 2023
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 12,
2023. Owner names and addresses will be available by November 20, 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.
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.
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

Administrative Information
Page 3 of 4
Customer Satisfaction Program 23B36
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.
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: 23B36
▪ Customer Concern Code (CCC): TC8 - Incorrect Size
▪ Condition Code (CC): 16
▪ Causal Part Number: 1007, 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.
• 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.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B36
CLAIMS PREPARATION AND SUBMISSION (continued)
• 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 with the repair order documentation.
▪ Claim the mobile repair allowance Labor Operation Code 23B36MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table).

© Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B36
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace all 4 wheels and tires. Replace and reprogram all 4
TPMS sensors.

23B36B

1.6 Hours

Update BCM As-Built data. Replace Safety Certification
Label and TREAD Act Label.

23B36C

0.5 Hours

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.

23B36MM

0.5 Hours

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.

23B36PP

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Claim
Quantity

21 Inch Street Package Wheel

4

4

21 Inch Street Package Tire

4

4

Part Number

Description

LB5Z-1007-F
9003-3432400-PREL

JX7Z-1A189-C
TPMS Sensor
4
4
NOTE: Not all vehicles will require the wheels and tires to be replaced
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Special Program Part Ordering: (Order prior to scheduling service appointment)
To place an order for the VIN-specific TREAD Act and Safety Certification labels, submit a VINspecific Part Order contact via the SSSC Web Contact Site.
Part Number

Description

Order
Quantity

Claim
Quantity

-

TREAD Act Label

1

0

-

Safety Certification Label

1

0

DEALER PRICE
For the latest prices, refer to DOES II.

© Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 23B36
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.
NOTE: The 20-inch wheels that were removed from the vehicle cannot be returned to the
customer even if a part scrap notice is issued.
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

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

October 2023
Customer Satisfaction Program 23B36
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?

When you took delivery of your 2023 Ford Explorer ST with the ST Street
Pack, your vehicle incorrectly came with 20” Machined / Ebony painted
wheels in place of 21” Ebony Painted wheels.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace your existing wheels with new 21” Ebony Painted
wheels and tires, update the vehicle software, and replace the Safety
Certification and TREAD Act labels free of charge (parts and labor) under
the terms of this program.