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

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

November 7, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B61
Certain 2023 Model Year Escape and Corsair Vehicles Equipped with a 2.0L Engine
Seal Replacement for Turbocharger Coolant Return Tube to Cylinder Head

PROGRAM TERMS
This program will be in effect through November 30, 2024. There is no mileage limit for this program.
URGENCY / 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.
We recommend dealers utilize their FSA VIN Lists’ names and address to contact customers with
affected vehicles. This will help minimize the number of vehicles that may overheat due to loss of
coolant. FSA VIN Lists are expected to be available on November 7, 2023.
AFFECTED VEHICLES
Vehicle
Corsair
Escape

Model Year

Assembly Plant

2023

LOUISVILLE

Build Dates
May 12, 2023 through June 6, 2023
May 10, 2023 through June 6, 2023

US population of affected vehicles: 88. 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 Labor Allowances and Parts Ordering
Information for more information.
REASON FOR THIS PROGRAM
In some of the affected vehicles, a turbocharger coolant return tube seal may have been damaged in
the engine manufacturing assembly process. A damaged turbo coolant line seal may develop an
engine coolant leak.
Customers may detect coolant loss and/or see coolant under the vehicle. If a customer does not
notice the coolant leak under the vehicle and continues to drive with a low coolant level, the engine
may overheat, an engine Malfunction Indicator Light (MIL) will illuminate, and the vehicle will be forced
into limp-home mode.

 Copyright 2023 Ford Motor Company

SERVICE ACTION
Dealers are to replace the turbocharger coolant return tube seal on the cylinder head. This service
must be performed on all affected vehicles at no charge to the vehicle owner.
Pick-Up and Delivery: To assist vehicle owners to have this repair completed when parts are
available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-up and delivery should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 20, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Vehicle Pickup and Delivery Record
• Owner Notification Letter – Ford
• Owner Notification Letter – Lincoln
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 3
Customer Satisfaction Program 23B61
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level.:
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on November 7, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 7,
2023. Owner names and addresses will be available by December 8, 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 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.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 23B61
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 PDL are authorized to claim
unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle PDL services. Refer
to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation.
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.
• For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table below.
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: 23B61
 Customer Concern Code (CCC): L87 – Coolant Leak
 Condition Code (CC): 12 – Improper Assembly
 Causal Part Number: 6N652, 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.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 23B61
CLAIMS PREPARATION AND SUBMISSION (continued)
• 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.
o 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.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.
•

•

Vehicle 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 PDL
services – see labor table.
 Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order
documentation.
Provision for Locally Obtained Supplies:
o Intended for multiple repairs
o Motorcraft® Silicone Brake Caliper Grease and Dielectric Compound (XG-3-A)
o Motorcraft® Metal Brake Parts Cleaner (PM-4-A, or PM-4-B).
 Submit on the same line as the repair.
 Program Code: 23B61
 Misc. Expense: OTHER
 Misc. Expense: Claim up to $2.00

 Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B61
LABOR ALLOWANCES
Description

Labor
Operation

Labor Time

23B61B

1.2 Hours

Ford Vehicle PDL Allowance: Non-eligible Remote Experience
Program Dealers Only.
NOTE: Dealer-performed vehicle PDL and repairs only. Claim once.

23B61PP

0.5 Hours

Lincoln Vehicle PDL Allowance: Only vehicles outside of Lincoln
PDL contract coverage of 4 years/50,000 miles.
NOTE: Dealer-performed vehicle PDL and repairs only. Claim once.

23B61LL

0.5 Hours

Replace Seal for Turbocharger Coolant Return Tube out of the
Cylinder Head – Corsair and Escape

PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Claim
Quantity

Seal - Turbocharger Coolant Return tube (1 per pack)

1

1

VC-13-G
Or
VC-13DL-G

Motorcraft® Yellow Concentrated Antifreeze/Coolant
Or
Motorcraft® Yellow Prediluted Antifreeze/Coolant

Up to 1 Gallon
As Required

XG-3-A

Grease and Dielectric Compound
– To be used on multiple repairs

Part Number

Description

P2GZ-6N652-A

Claim as
Misc. Other
Up to $2.00
Total

PM-4-A or
Motorcraft® Metal Brake Parts Cleaner
PM-4-B
– To be used on multiple repairs
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
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 23B61
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 23B61

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?

In some of the affected vehicles, a turbocharger coolant line seal may have
been damaged in the engine manufacturing assembly process. A damaged
turbo coolant line seal may develop an engine coolant leak.

What is the effect?

You may see a coolant loss or see coolant under the vehicle. If an engine
coolant leak is not repaired and the vehicle continues to be driven with a low
coolant level, the engine may overheat, an engine Malfunction Indicator
Light (MIL) will illuminate, and the vehicle will be forced into limp-home
mode.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the seal for the turbocharger coolant supply line 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. Additional time may be required to allow the engine to
cool before performing this repair.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 23B61. 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.

 Copyright 2023 Ford Motor Company

What should you do?
(continued)

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. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
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.

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: 8:00 AM – 8:00 PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00 AM – 11:00 PM
and Saturday 7:00 AM – 5:00 PM (Eastern Time).

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

 Copyright 2023 Ford Motor Company

Lincoln
P. O. Box 1904
Dearborn, Michigan 48121

Customer Satisfaction Program 23B61

November 2023

Mr. John Sample