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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

April 19, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24P07
Certain 2024 Model Year Lincoln Nautilus
Rear Shock Absorber Inspection

PROGRAM TERMS
This program will be in effect through April 19, 2025, for vehicles within the new bumper-to-bumper,
warranty coverage period.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou Plant

September 15, 2023, through December 29, 2023

US population of affected vehicles: 6,686. 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 Attachment II for more information.
REASON FOR THIS PROGRAM
Some of the affected vehicles may exhibit rear suspension chuckle noise while driving over rough
roads. This is due to the rear shock absorbers and does not affect vehicle handling or vehicle
operation.
SERVICE ACTION
Customer satisfaction P-type programs are to be performed on impacted vehicles already presented
for other service work. Before demonstrating or delivering any new in-stock vehicles involved in this
program, dealers are to inspect and replace the rear shock absorbers if needed. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will not be mailed for this program.

© Copyright 2024 Ford Motor Company

ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Information
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 2
Customer Satisfaction Program 24P07
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
•

All repairs in this program have the following assessment level.
- Not a Mobile Service Repair

•

Customer satisfaction P-type programs are to be performed on impacted vehicles already in for
other service work.

OASIS ACTIVATION
OASIS will be activated on April 19, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on April 19, 2024.
Owner names and addresses will be available by April 19, 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
• Correct affected vehicles identified in OASIS which are brought to your dealership within the
applicable bumper-to-bumper warranty coverage period.
• 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
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.
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
EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.
• For Lincoln vehicles outside of a 4-year / 50,000-mile warranty, see the labor claiming table
below.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24P07
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 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
• 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.
• 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: 24P07
▪ Customer Concern Code (CCC): N54 - Squeak/Rattle Vehicle Exterior – Rear Suspension
▪ Condition Code (CC): 42 - Does Not Operate Properly.
▪ Causal Part Number: 18125, 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 the
Claim Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 24P07
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Extra time to torque lower shock bolts before the road test

24P07C

0.3 Hours

Road test pass – No rear suspension noise detected

24P07A

0.6 Hours

Road test fail – Rear suspension noise detected/replace
both rear shock absorbers and perform road test again

24P07B

2.2 Hours

Note: Contact SSSC if noise still exists after rear shock absorber replacement.
PARTS REQUIREMENTS / ORDERING INFORMATION
Package
Order
Quantity

Number
in
Package

1

1

1

LH Rear Shock Absorber

1

1

1

RH Rear Shock Absorber

Service Part
Number

Claim
Quantity

PZ1Z-18125-M
PZ1Z-18125-L

Description

W520215-S440
2
1
4
Lower Shock Absorber Retaining Nut
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 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 24P07
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 of 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

TECHNICAL INSTRUCTIONS
PAGE 1 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

CERTAIN 2024 MODEL YEAR NAUTILUS VEHICLES — REPLACE REAR
SHOCK ABSORBERS
SERVICE PROCEDURE
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10
certification requirement, for U.S. market only, will be enforced starting
with repair orders opened on or after April 1, 2024. Field Service Action
(FSA) repairs will reject if the repairing technician is not certified in STST
Competency 10 FSA. See Electronic Field Communication (EFC) 14251 for
more details.
1. With the vehicle in NEUTRAL, position it on a hoist. Follow Workshop Manual (WSM) procedures in
Section 100-02.
2. Torque the lower shock bolts to 140 lb.ft (190 Nm).
3. Road test the vehicle with a technician in the rear seat to listen for noise coming from either the right
hand (RH) or left hand (LH) rear shock absorber area. Buckle the rear seat belts not in use.
4. During the road test was there noise coming from the RH or LH rear shock absorbers?
Yes - Proceed to Step 5.
No - This completes the Field Service Action (FSA).
5. Remove both rear wheels. Follow the WSM procedures in Section 204-04A.
NOTICE: Suspension fasteners are critical parts that affect the performance of vital components
and systems. Failure of these fasteners may result in major service expense. Use the
same or equivalent parts if replacement is necessary. Do not use a replacement part of
lesser quality or substitute design. Tighten fasteners as specified.
NOTE: Removal steps in this procedure may contain installation details.
NOTE: Make sure that the direction arrow points towards the front of the engine.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

6. Remove the fastners, release the tabs and remove the rear lower arm shield. See Figure 1.
• Torque: 9 lb.in (1 Nm)

x4
24053B

FIGURE 1

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

PLACE COPY HERE
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TECHNICAL INSTRUCTIONS
PAGE 3 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

7. Detach the wiring harness retainer and disconnect the electrical connector. See Figure 2.
REAR SHOCK
ABSORBER

HARNESS
RETAINER
HARNESS
CONNECTOR

24053A

FIGURE 2
NOTICE: Do not attempt jacking on the front control arm or rear control arm on any vehicle.
Damage to control arms may occur.
NOTICE: Make sure that the insulator pads are correctly positioned to prevent direct contact with
other components.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

TECHNICAL INSTRUCTIONS
PAGE 4 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

8. Support the rear suspension using an axle stand. See Figure 3.

24053C

FIGURE 3
NOTICE: Tighten the suspension fasteners with the weight of the vehicle on the wheels and tires
or use a suitable jack to raise the suspension to curb height or damage to the bushings
may occur.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

PLACE COPY HERE
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TECHNICAL INSTRUCTIONS
PAGE 5 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

9. Remove the lower shock absorber bolt and nut. Discard the nut. See Figure 4.
• Torque: 140 lb.ft (190 Nm)

24053F

FIGURE 4

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

PLACE COPY HERE
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TECHNICAL INSTRUCTIONS
PAGE 6 OF 6
CUSTOMER SATISFACTION PROGRAM 24P07

10. Remove the rear shock absorber upper bolts. Remove the rear shock absorber.
See Figure 5.

x2

• Torque: 83 lb.ft (113 Nm)

24053G

FIGURE 5
NOTICE: Tighten the suspension fasteners with the weight of the vehicle on the wheels and tires
or use a suitable jack to raise the suspension to curb height or damage to the bushings
may occur.
11. Install new shock absorber(s), reverse the removal procedure.
12. Road test the vehicle with a technician in the rear seat, with all seat belts buckled, and listen for noise
coming from either the RH or LH rear shock absorber area.
13. During the road test was there noise coming from the RH or LH rear shock absorbers?
Yes - Contact the Special Service Support Center (SSSC).
No - This completes the FSA.

STUD FOR
MISSING
NUT
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
STUD
be returned to Ford, all parts replaced under this FSA must be scrapped
in FOR
MISSING
NUT
accordance with all applicable local, state and federal environmental
protection and hazardous material regulations. Refer to the Parts Retention,
STUD FOR
Return, & Scrapping section of the FSA dealer bulletin for further information.
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2024

PLACE COPY HERE