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:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 24B23
Certain 2024 Model Year Nautilus Full Hybrid Electric Vehicles
High Pressure Fuel Injector Replacement

REF:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD - Advance
Notice - Customer Satisfaction Program 24B23
Dated May 1, 2024

PROGRAM TERMS
This program will be in effect through May 31, 2025. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of May 31, 2025 to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN List names and address to contact customers with
affected vehicles. This will help minimize the number of vehicles that may require a more extensive
repair. FSA VIN Lists are expected to be available on May 16, 2024.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou

07-Oct-2023 through 29-Feb-2024

US population of affected vehicles: 6,574. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, a high-pressure fuel injector tip may crack or become dislodged from
the injector. A cracked or dislodged injector tip may allow excessive fuel into the engine leading to
poor combustion in that injector’s cylinder, which may result in engine vibration and illumination of the
Malfunction Indicator Lamp (MIL). Continued use of the vehicle could lead to an engine hydro-lock
condition, resulting in a “Stop Safely Now” message displaying in the instrument cluster and the
vehicle transitioning to electric drive mode. Continued driving in electric drive mode will deplete the
high voltage battery, which may result in a loss of motive power.

 Copyright 2024 Ford Motor Company

SERVICE ACTION
Ford recommends before Demonstrating or Delivering any new in-stock vehicles involved in this
program, dealers are to replace the high-pressure fuel injectors. This service must be performed on all
affected vehicles at no charge to the vehicle owner. For new vehicle storage guidelines, refer to
EFC13033, Storage Guidelines for New Vehicles.
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.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of May 27, 2024. 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
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• 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 2
Customer Satisfaction Program 24B23

MOBILE SERVICE REPAIR ASSESSMENT LEVEL
•

- Not a Mobile Service Repair

OASIS ACTIVATION
OASIS will be activated on May 20, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on May 20, 2024.
Owner names and addresses will be available by June 14, 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.
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 4 years / 50,000-mile warranty, see labor claiming table below.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24B23
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 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: 24B23
 Customer Concern Code (CCC): D50
 Condition Code (CC): 42
 Causal Part Number: 9F593, 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.
• 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.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 24B23
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace all four high-pressure fuel injectors.

24B23B

2.5 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.

24B23LL

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Seed Stock Parts: To ensure an equitable distribution of service parts, the part numbers below will
be seed stocked until approximately the end of May 2024.
Open Order Parts: Starting on June 3, 2024, order your parts through normal order processing
channels.
Service Part
Number

Claim
Quantity

Order
Quantity

Number in
Package

Description

P2GZ-9J323-A

1

1

1

High Pressure Fuel Pipe

W719113-S450

4

1

4

High Pressure Fuel Rail Bolts

P2GZ-9P847-A

4

4

1

Fuel Injector Clip

P2GZ-9F593-C

4

4

1

High Pressure Fuel Injector

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 24B23
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

Lincoln
PO Box 1904
Dearborn, Michigan 48121

May 2024
Customer Satisfaction Program 24B23
Mr. John Sample
123 Main Street
Anywhere, USA 12345
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.
Why are you receiving
this notice?

On your vehicle, it may be possible for a high-pressure fuel injector tip to
crack or become dislodged from the injector.

What is the effect?

A cracked or dislodged injector tip may allow excessive fuel into the engine
leading to poor combustion in that injector’s cylinder, which may result in
engine vibration and illumination of the Malfunction Indicator Lamp (MIL).
Continued use of the vehicle could lead to an engine hydro-lock condition,
resulting in a “Stop Safely Now” message displaying in the instrument cluster
and the vehicle transitioning to electric drive mode. Continued driving in
electric drive mode will deplete the high voltage battery, which may result in
a loss of motive power.

What will Lincoln and
your retailer do?

In the interest of customer satisfaction, Lincoln has authorized your retailer
to replace the high-pressure fuel injectors free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until May 31, 2025,