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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

April 12, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator,
2020 Aviator, and 2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
Customer Satisfaction Program 22M03
Dated June 20, 2023

REF.:

New! REASON FOR THIS SUPPLEMENT
• Program Terms: Updated to ensure owners who have exceeded the time or mileage limit
before receiving the owner letter have sufficient time to have the service performed.
• Pick-Up and Delivery: References to EFCs updated to 2024 versions.
• Claims Preparation and Submission: Technician Competency Requirement section added.
References to EFCs updated to 2024 versions.
New! PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the front and/or side cameras for 10
years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This program may be used multiple times (up to three repairs allowed if each camera is replaced
once) as long as the vehicle is within the time and mileage limits of the program. Once the program
has expired, Service Part Warranty and Ford/Lincoln Loyalty Plans may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
December 31, 2027.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant

Build Dates

Continental

2017-2020

Flat Rock

November 30, 2015 through March 10, 2020

Super Duty

2017-2020

Kentucky Truck

November 12, 2015 through March 10, 2020

Navigator

2018-2020

Kentucky Truck

March 16, 2017 through January 3, 2020

Aviator

2020

Chicago

October 19, 2018 through January 3, 2020

Explorer

2020

Chicago

October 19, 2018 through January 3, 2020

US population of affected vehicles: 402,112. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME PER CAMERA REPAIR
In all of the affected vehicles, a front or side camera with a certain inner lens coating may begin to
exhibit a foggy or cloudy image that will progressively deteriorate over time with continued exposure
to sunlight, potentially resulting in the inability to see the front and/or side view camera image.

 Copyright 2024 Ford Motor Company

New! SERVICE ACTION
If an affected vehicle exhibits this condition as perceived by the owner, dealers are to replace only the
individual front and/or side camera(s) displaying a foggy image. This service must be performed at no
charge to the vehicle owner. For new vehicle storage guidelines, refer to EFC13033, Storage
Guidelines for New Vehicles.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters were mailed the week of July 10, 2023. Dealers should repair any affected vehicles
that experience a foggy front and/or side camera, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Attachment IV:
Mobile Service Repair Assessment
Attachment V:
Vehicle Pick-up and 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 2024 Ford Motor Company

ATTACHMENT I
Page 1 of 3
Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS was activated on June 20, 2023.
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 canceled warranties are not 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
within 6 months of the date on the owner notification letter that was sent.
• 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 replacing a foggy front and/or side
camera.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
New! PICK-UP AND DELIVERY - Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
• All customers affected by this program have the option of complimentary Vehicle Pick-up &
Delivery service.

 Copyright 2024 Ford Motor Company

ATTACHMENT I
Page 2 of 3

Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy

New! LINCOLN PICKUP AND 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
EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.
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
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.
New! CLAIMS PREPARATION AND SUBMISSION
• Technician Competency Requirement: The STST Competency 10 certification requirement
in the U.S. market only will be enforced starting with repair orders opened on or after April 1,
2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10
FSA. See EFC14251 for more details.
• 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 22M03 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
 Sub Code: 22M03
 Customer Concern Code (CCC): A71
 Condition Code (CC): 42
 Causal Part Number: 19G490, 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 2024 Ford Motor Company

ATTACHMENT I
Page 3 of 3

Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
•

•

•

•

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.
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 EFC14054, 2024
Lincoln Pick-Up & Delivery Updates for details.
Refunds: Submit refunds on a separate repair line.
- Program Code: 22M03
- 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.
Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.

 Copyright 2024 Ford Motor Company

ATTACHMENT II
Page 1 of 3

Customer Satisfaction Program 22M03 – Supplement #1
Certain 2017-2020 Model Year Continental and Super Duty, 2018-2020 Navigator, 2020 Aviator, and
2020 Explorer Vehicles
Replace Front and/or Side Cameras if Foggy
LABOR ALLOWANCES
NOTE: Camera Replacements are one (1) time repairs per camera and may occur at different times.
Description

Labor Operation

Labor Time

Continental - Replace front camera

22M03B

1.2 Hours

Continental - Replace one side camera

22M03C

0.4 Hours

Continental - Replace both side cameras

22M03D

0.6 Hours

Super Duty – Replace front camera

22M03E

0.5 Hours

Super Duty – Replace one side camera

22M03F

0.3 Hours

Super Duty – Replace both side cameras

22M03G

0.5 Hours

Navigator - Replace front camera

22M03H

1.3 Hours

Navigator - Replace one side camera

22M03J

0.2 Hours

Navigator - Replace both side cameras

22M03K

0.3 Hours

Aviator - Replace front camera

22M03M

1.2 Hours

Aviator - Replace one side camera

22M03N

0.3 Hours

Aviator - Replace both side cameras

22M03P

0.4 Hours

Explorer - Replace front camera

22M03Q