Customer Satisfaction Program 23B71
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, it may be possible the front axle pinion may have been
damaged during the manufacturing process.

What is the effect?

This may result in noise from the front axle assembly. If allowed to progress
further without repair, you may also experience front axle vibration.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the front axle assembly free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 2025
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 23B71. 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.
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

© Copyright 2024 Ford Motor Company

What should you do?
(continued)

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.

Pick-Up and Delivery

Complimentary vehicle Pick-Up & Delivery service may also be available
upon request through participating dealers. Your dealer will pick up your
vehicle and return it with the repair completed.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to front axle assembly replacement. To verify eligibility and expedite
reimbursement, give your paid original receipt to your retailer before August
1, 2024. To avoid delays, do not send receipts to Ford Motor Company.

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 2024 Ford Motor Company

Lincoln
P. O. Box 1904
Dearborn, Michigan 48121

February 2024
Customer Satisfaction Program 23B71
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Lincoln, 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, it may be possible the front axle pinion may have been
damaged during the manufacturing process.

What is the effect?

This may result in noise from the front axle assembly. If allowed to progress
further without repair, you may also experience front axle vibration.

What will Lincoln and
your retailer do?

In the interest of customer satisfaction, Lincoln has authorized your retailer
to replace the front axle assembly free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 2025
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 retailer may need your vehicle for a
longer period of time.

What should you do?

Please call your retailer without delay to schedule a service appointment for
Customer Satisfaction Program 23B71. Provide the retailer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
If you do not already have a servicing retailer, you can access
Lincoln.com/support for retailer addresses, maps, and driving instructions.
Lincoln wants you to have this service action completed on your vehicle. The
vehicle owner is responsible for making arrangements to have the work
completed.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner App. The
app can be downloaded through the App Store or Google Play. In addition,

© Copyright 2024 Lincoln – A Ford Motor Company Brand

What should you do?
(continued)

there are other features such as controlling certain functions on your vehicle
(lock or unlock doors, remote start) if it is equipped to allow control.

Pick-Up and Delivery

Complimentary vehicle Pick-Up & Delivery service may also be available
upon request through participating retailers. Your retailer will pick up your
vehicle and return it with the repair completed.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to front axle assembly replacement. To verify eligibility and expedite
reimbursement, give your paid original receipt to your retailer before August
1, 2024. To avoid delays, do not send receipts to Lincoln.

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 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 retailer’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact Lincoln,
contact information is available at Lincoln.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.
Lincoln

© Copyright 2024 Lincoln – A Ford Motor Company Brand

Mobile Service Repair Assessment
Page 1
Customer Satisfaction Program 23B71
Certain 2023 Model Year F150, Expedition, Navigators equipped with 8.8 inch Front Axles
Front Axle Assembly Replacement
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

– Enhanced Mobile Service
• A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.

Mobile Service Repair Assessment
Page 2
Customer Satisfaction Program 23B71
Certain 2023 Model Year F150, Expedition, Navigators equipped with 8.8 inch Front Axles
Front Axle Assembly Replacement
•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

Pick-Up and Delivery Repair Record
Page 1 of 1
Customer Satisfaction Program 23B71

Vehicle Pick-Up and Delivery Record
VIN ____________________________ received (check one):
☐ Pick-up and/or delivery service
As outlined below for the 23B71 Field Service Action program.
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date

TECHNICAL INSTRUCTIONS
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 23B71

CERTAIN 2023 MODEL YEAR F-150, EXPEDITION AND NAVIGATOR VEHICLES
— FRONT AXLE ASSEMBLY REPLACEMENT
SERVICE PROCEDURE
NOTE: If you do not have the special tools referenced in the Workshop Manual (WSM) to perform
the FSA repair, please contact 1-800 ROTUNDA and choose option 3 to place an order.
1. Replace the front axle assembly. Follow the Workshop Manual (WSM) procedures in Section 205-03.

IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are

under safety, compliance, or emissions recall. Unless a part is requested to

be returned to Ford, all parts replaced under this FSA must be scrapped in

accordance with all applicable local, state and federal environmental

protection and hazardous material regulations. Refer to the Parts Retention,

Return, & Scrapping section of the FSA dealer bulletin for further information.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2024