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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 20, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B56
Certain 2020 - 2023 Model Year Escape Vehicles
Inspect Front Door Check-Arm Reinforcement Spot Welds

REF:

Advance Notice - Customer Satisfaction Program 23B56
Published February 22, 2024

PROGRAM TERMS
This program will be in effect through May 31, 2027. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
We recommend dealers utilize their FSA VIN Lists’ names and address to contact customers with
affected vehicles. This will help minimize the number of vehicles that may experience multiple
cracked/broken door check-arm reinforcement spot welds, which requires a more extensive repair.
FSA VIN Lists were made available on February 22, 2024.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Escape

2020 - 2023

Louisville

November 13, 2018 through June 19, 2023

US population of affected vehicles: 557,448. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the front door check-arm reinforcement welds can crack and may
eventually pull away from the door structure. If not repaired, the check-arm reinforcement may
eventually detach from the door structure. This can cause a rattling noise and increased door
opening/closing efforts. It may also interfere with door glass operation and the ability of the check arm
to hold the door in the open position.
SERVICE ACTION
Dealers will inspect the front door check-arm reinforcement bracket welds. Vehicles with less than 3
welds completely separated from the door AND weld cracks that do not exceed 10mm in length will
have a reinforcement kit installed to strengthen the area and prevent welds from cracking or breaking.
Vehicles with 3 or more completely separated welds from the door OR any weld cracks that exceed
10mm in length will receive a full door replacement. This service must be performed on all affected
vehicles at no charge to the vehicle owner.
NOTE: If a front door has been replaced after November 18, 2023, no action needs to be performed
on the replaced door.

© Copyright 2024 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Parts to repair this condition are currently not available in sufficient quantities to service all of the
affected vehicles. Therefore, to ensure an ample supply of parts, owners of affected vehicles will be
notified in two separate mailings. The mailing will begin by the week of June 3, 2024, prioritized by
oldest model year. Dealers should repair any affected vehicles that arrive at their dealerships, whether
or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Owner Notification Letter
• Additional Attachments (Service kit installation templates)
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 4
Customer Satisfaction Program 23B56
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS has been activated on February 22, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists has been made available through https://web.fsavinlists.dealerconnection.com since
February 22, 2024. Owner names and addresses will be available by the week of June 17, 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
6 months after the owner received their owner letter.
• 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 door replacement due to
broken check-arm reinforcement welds.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B56
RENTAL VEHICLES
Rental vehicles are only approved for this program when a door(s) has to be replaced. Please contact
the SSSC via the SSSC Web Contact Site. Rentals will only be reimbursed for the day(s) the vehicle
is at the dealership for door replacement. Prior approval for more than 4 rental day(s) is required from
the SSSC via the SSSC Web Contact Site.
ALTERNATIVE TRANSPORTATION
If a customer is unable or does not wish to rent a vehicle but still requires transportation, the rental
reimbursement allowance can be used for alternative transportation. Alternative transportation is
approved for $100 per day for both Ford and Lincoln customers. The dollar-per-day allowance can be
cumulative across multiple rides per day (e.g., ride to work $20 and ride home $24).
• Alternative transportation reimbursement can be claimed for both short-term and long-term
scenarios.
•

Any amount over the cost-per-day limits will be the customer’s responsibility.

•

The customer will need to pay upfront and provide proof of payment to the dealer.

•

Dealers will then need to submit for reimbursement following the Rental Vehicle
Reimbursement Process and then refund the customer.

Examples of alternative transportation:
•
•
•

Taxi
Public Transportation - Subway, Train, or Bus
Rideshare alternatives (Uber, Lyft, etc.)

REPAIR PHOTO SUBMISSION
Ford has requested photo evidence prior to performing a front door replacement for this FSA.
• The SSSC must provide approval prior to replacing a front door(s).
• If a door meets the replacement criteria (refer to Front Door Repair Procedure attachment),
contact the SSSC and upload the necessary photos of the broken and/or cracked welds
around the door check-arm as an attachment for review.
• Upon approval, the SSSC will provide an approval code that must be used for claiming.
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
• 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 4
Customer Satisfaction Program 23B56
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: 23B56
▪ Customer Concern Code (CCC): B09
▪ Condition Code (CC): 61
▪ Causal Part Number: Use 7820125 for all kit installations and LH door or both
door replacements, and 7820124 only for RH door replacements - 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.
• Rentals: Note: Rentals are provided only for claims with a front door replacement. For rental
vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar amounts. Enter the
total amount of the rental expense under the Miscellaneous Expense code RENTAL.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 23B56
- 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.
• Additional parts not listed in the parts section: Additional parts such as fasteners may be
submitted on the same repair line on which the FSA is claimed.
• Provision for Locally Obtained Supplies: Only applies to door replacement. Includes paint
and paint supplies. Submit on the same line as the repair.
o Program Code: 23B56
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $1,000.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B56
CLAIMS PREPARATION AND SUBMISSION (continued)
• Sublet Mechanical and Painting: Only applies to door replacement. This program may be
sublet to a body/paint shop if required. Sublet documentation must be retained. Submit on the
same line as the repair.
- Program Code: 23B56
- Misc. Expense: FSAOSL
- Misc. Expense: Claim up to $8,000 for 2 doors (whole job – parts and labor), $4000
for one door (whole job – parts and labor). $3000 for 2 doors (paint only), $2000 for one door
(paint only).
• Miscellaneous Labor Operations: For sublet repairs only, claim 0.2 hours for door check
arm reinforcement weld inspection.
- For sublet repairs only, claim 0.2 hours for administration of sublet forms.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 23B56
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Inspect check-arm reinforcement spot welds in both front
doors. If door passes inspection, install service kit (one
door).

23B56H

1.4 Hours

Inspect check-arm reinforcement spot welds in both front
doors. If both doors pass inspection, install service kits (two
doors).

23B56J

2.6 Hours

One Door Replacement – Mechanical procedures only Remove and install all door components including molding,
remove and install and adjust one door (cannot be claimed
with F or G).

MT23B56B

M-time Up to
3.5 hours

Two Door Replacement – Mechanical procedures only
Remove and install all door components including molding,
remove and install and adjust both doors (cannot be claimed
with F or G).

MT23B56C

M-time Up to
6.3 hours

One Door Replacement - Paint only (cannot be claimed
with F or G).

MT23B56D

M-time Up to
4.7 hours

Two Door Replacement - Paint only (cannot be claimed
with F or G).

MT23B56E

M-time Up to
9.4 hours

One Door Replacement - Mechanical and Paint (cannot be
claimed with B, C, D or E).

MT23B56F

M-time Up to
8.2 hours

Two Door Replacement - Mechanical and Paint (cannot be
claimed with B, C, D or E).

MT23B56G

M-time Up to
15.7 hours

MT23B56K

M-time Up to
0.5 hours

MT23B56L

M-time Up to
1.0 hour

23B56ZZ

0.2 Hours

Extra time for Tri-coat – One Door
Extra time for Tri-coat – Two Doors
Time allowed to submit photos to SSSC for door
replacement.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 23B56
PARTS REQUIREMENTS / ORDERING INFORMATION

Special Program Part Ordering:
To place an order for parts, 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.
Package
Order
Quantity

Service Part
Number

Claim
Quantity

Number in
Package

LJ6Z-78235A62-A

Up to 2

Up to 2

1

Escape door service kit

W721069-S300

12 per
vehicle

3

4

Door trim panel push pin

LJ6Z-7820125-C

Up to 1

Up to 1

1

Escape front door – Left (Note: SSSC
approval required for door
replacement)

Description

Escape front door – Right (Note: SSSC
approval required for door
replacement)
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Less than 3% of the affected vehicle population is expected to require a front door replacement.
LJ6Z-7820124-D

Up to 1

Up to 1

1

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 3 of 3
Customer Satisfaction Program 23B56
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
PO Box 1904
Dearborn, Michigan 48121

June 2024