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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

February 1, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B71
Certain 2023 Model Year F150, Expedition, Navigators equipped with 8.8 inch Front
Axles
Front Axle Assembly Replacement

PROGRAM TERMS
This program will be in effect through February 28, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

F150
Expedition

Assembly Plant

Build Dates

Dearborn

August 16, 2023 through August 22, 2023

Kentucky Truck

August 20, 2023

2023

Navigator
US population of affected vehicles: 290. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, it may be possible the front axle pinion may have been damaged
during the manufacturing process. This may result in noise from the front axle assembly. If allowed to
progress further without repair, customers may also experience front axle vibration.
SERVICE ACTION
Dealers are to replace the front axle assembly. 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 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 & Delivery, should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
ESSENTIAL SPECIAL SERVICE TOOLS
If you do not have the special tools needed, please contact 1-800 ROTUNDA and choose option 3 to
place an order to purchase.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of February 19, 2024. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

© Copyright 2024 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
• Ford Owner Notification Letter
• Lincoln 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 2024 Ford Motor Company

Administrative Information
Page 1 of 3
Customer Satisfaction Program 23B71
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 February 1, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 1,
2024. Owner names and addresses will be available by March 8, 2024.
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
• 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
August 1, 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 front axle assembly replacement.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 23B71
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford 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.
LINCOLN PICK-UP & DELIVERY
Owners of Lincoln vehicles within a 4 year / 50,000-mile warranty have the option of requesting PickUp & Delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference
EFC12060, 2023 Lincoln Pick-Up & 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.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 23B71
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: 23B71
▪ Customer Concern Code (CCC): K16
▪ Condition Code (CC): 42
▪ Causal Part Number: 993, 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 23B71
- 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.
• Lincoln Pick-Up & Delivery: Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up
to 2 days) should be submitted on a separate line from the FSA. Refer to EFC12060,
2023 Lincoln Pick-Up & Delivery Updates for details.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.
• 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 may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
▪ Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B71
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Front Axle Assembly Replacement

23B71B

3.7 Hours

Lincoln vehicle PDL Allowance: Only vehicles outside of
Lincoln PDL contract coverage of 4 years/50,000 miles.
NOTE: This allowance is for dealer-performed vehicle PDL
for dealership repairs only. Can only be claimed once,
regardless of outstanding FSAs repaired.

23B71LL

0.5 Hours

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.

23B71PP

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Part number varies by vehicle. Use Ford Ecat to identify the correct front axle assembly part
number.
Part
Number

Vehicle
Configuration

Description

****-993-**

Expedition/Navigator

Front axle assembly

****-982-**

F150

Front axle assembly

****-988-**

F150

Front axle assembly

Order
Quantity

Claim
Quantity

1

1

NL3ZF150 Raptor
Front axle assembly
3B403-H
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
NOTE: For additional required parts such as gaskets, fasteners, seals, etc. refer to the WSM
procedures and Ford Ecat for additional parts requirements.
DEALER PRICE
For the latest prices, refer to DOES II.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 23B71
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.). 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 2024 Ford Motor Company

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

February 2024