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

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

November 15, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21N10 - Supplement #1
Certain 2015 – 2021 Model Year Mustang Convertible Vehicles
Door Opens to Secondary Latch Position

REF:

Customer Satisfaction Program 21N10
Dated: December 15, 2021

New! REASON FOR THIS SUPPLEMENT
• This supplement will expand the population of vehicles.
• Program Terms – Terms have been added for the supplement population.
• Vehicles Covered by this Program – Additional population added.
• Mobile Service Repair Assessment Level – Section added.
• Oasis Activation – Dates added for the supplement population.
• Owner Refunds – Refund window extended for supplement population.
• Pick-Up & Delivery - Participating Dealers – Section Added.
• Pick-Up & Delivery – Non-Participating Dealers – Section Added.
• Pick-Up & Delivery Claiming – Section Added.
• Labor Allowances – Pick-Up & Delivery Labor Added.
New! PROGRAM TERMS

This program provides a no-cost, one-time repair (if needed) to the door latches for 10 years of
service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This is a one-time repair program.
For the initial group of vehicles covered by this program, if a vehicle has already exceeded either the
time or mileage limits, this no-cost, one-time repair expired on September 30, 2023.
For the supplemented group of vehicles covered by this program, if a vehicle has already exceeded
either the time or mileage limits, this no-cost, one-time repair will last through November 30, 2025.
Customer satisfaction program eligibility is automatically transferred to subsequent owners.
New! VEHICLES COVERED BY THIS PROGRAM

Vehicle

Model Year

Assembly Plant

Build Dates

Mustang

2015-2021

Flat Rock

May 12, 2014 through August 11, 2021

The supplemented group of vehicles added in Supplement One are 2015 through 2017 Mustangs
indicated by P8E in VIN positions five through seven.
US population of affected vehicles: 129,691. Affected vehicles are identified in OASIS.

 Copyright 2023 Ford Motor Company

REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In some of the affected vehicles, a front door latch may open to the secondary latched position while
driving. While the door is in the secondary latched position the driver will notice wind noise from the
door and a door ajar warning will appear on the instrument cluster. This concern does not result in a
fully opened door while driving. The occupant can open the door normally using the door handle.
SERVICE ACTION
If a customer brings a vehicle in for service claiming that the vehicle exhibited this condition, dealers
are to replace both door latches. This service must be performed at no charge to the vehicle owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
For the initial population, owner letters mailed on September 2, 2022. The supplement population
owner letters are expected to be mailed the week of November 27,2023. Dealers should repair any
affected vehicles that experience that experience a door opening to the secondary position, whether
or not the customer has received a letter.
New! ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Vehicle Pick-Up & 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

Administrative Information
Page 1 of 3
Customer Satisfaction Program 21N10 - Supplement #1
New! MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level
- Not a Mobile Service Repair
New! OASIS ACTIVATION

OASIS was activated on December 15, 2021 for the original population.
OASIS will be activated on November 15, 2023 for the supplemental population.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Do not perform this program unless the affected vehicle exhibits the covered condition.
BRANDED / SALVAGED TITLE VEHICLES
Vehicles with cancelled warranties are not eligible for this service action.
New! OWNER REFUNDS

•

•

•

•

Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer expires
December 31, 2023.
For the supplemented group of vehicles covered by this program, Ford Motor Company is
offering a refund for owner-paid repairs covered by this program if the repair was performed
before the date of the Supplement Population Owner Letter. This refund offer expires
November 30, 2024.
Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
Refunds will only be provided for the cost associated with door latch replacement due to
unintended opening to secondary latch position.

RENTAL VEHICLES
• The use of rental vehicles is not approved for this program.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 21N10 - Supplement #1
New! PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery (PDL) Offset
section for additional details.
New! PICK-UP & 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.
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 FSA’s / 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
• Note: All repairs for this program should be claimed using the claim entry direction below
regardless if the vehicle is still under the New Vehicle Limited Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 21N10 if the vehicle is still within time and mileage limits.
• 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. The FSA number (21N10) is the sub code.
 Customer Concern Code (CCC): L09
 Condition Code (CC): 42
 Causal Part Number: 63264A26
 Part 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.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 21N10 - Supplement #1
CLAIMS PREPARATION AND SUBMISSION (Continued)
• Refunds: Submit refunds on a separate repair line.
- Program Code: 21N10
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o Multiple refunds should be submitted on one repair line and the invoice details for each
repair should be detailed in the comments section of the claim.
• New! 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.
o Dealers NOT participating in the Remote Experience Program –
 Dealers are authorized to claim one-half labor hour per repair for vehicle PickUp & Delivery services.
 Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.

 Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 21N10 - Supplement #1
New! LABOR ALLOWANCES
Description
Replace both side door latches.
Vehicle Pick-Up & 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.

Labor Operation

Labor Time

21N10B

2.3 Hours

21N10PP

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Special Program Part Ordering:
To place an order for Door Latches 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

Order
Quantity

Description

Claim
Quantity

Left Door Latch
BM5Z-5821813-A

Door Latch

VIN Specific

FR3Z-63264A27-C

Door Latch

VIN Specific
Right Door Latch

FR3Z-63264A26-C

Door Latch

VIN Specific

GR3Z-5821812-B
Door Latch
VIN Specific
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.
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.
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 21N10 - Supplement #1
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 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.

•