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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 17, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24N05
Certain 2021-2023 Model Year Mach-E Vehicles
Paint Sealant Issues - Door Hems Inspection - Repair

PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the door bottom hem and vertical door
hem surfaces for 10 years of service or 100,000 miles from the warranty start date of the vehicle,
whichever occurs first.
This is a one-time repair program.
If a vehicle has already exceeded either the time or mileage limits, this no-cost, one-time repair will
last through November 30, 2024.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Mach-E

2021-2023

Cuautitlan

Build Dates
May 27, 2020 through June 10, 2023

US population of affected vehicles: 46,543. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
Some of the affected vehicles may exhibit paint sealant issues on the bottom door hem and vertical
door hem surfaces which could lead to corrosion. This issue affects the appearance of the vehicle
door hems and does not affect its structural integrity.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to clean all door bottom hems and potential
vertical hem surfaces and take pictures of all four doors. Then Dealers will inspect, and repair
complete door bottom hems and potential vertical hem surfaces of all four doors as needed. 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.
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 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 20, 2024. Dealers should repair any
affected vehicles that experience paint sealant issues on the door bottom hem and vertical door hem
surfaces, whether or not the customer has received a letter.

 Copyright 2024 Ford Motor Company

ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & 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

Administrative Information
Page 1 of 3
Customer Satisfaction Program 24N05
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on May 17, 2024.
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
November 30, 2024.
• 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 paint sealant issues on the door
bottom hem and vertical door hem surfaces.
RENTAL VEHICLES
Dealers are pre-approved for up to one day for a comparable rental vehicle. Follow Extended Service
Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is
at the dealership for part replacement. Prior approval for more than one rental day(s) is required from
the SSSC via the SSSC Web Contact Site.
PICK-UP & 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.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 Remote Experience Program for Pick-Up & Delivery are
authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services. Refer to Labor Allowances for details.
Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 24N05
REPAIR PHOTO SUBMISSION
Ford has requested photo evidence prior to performing the repair for this FSA.
• The SSSC must provide verbal approval prior to performing the repair.
• Contact the SSSC and upload the necessary photo or copy of documentation as an
attachment for review.
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
• 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. For Sublet Repairs use Tech ID SUBLETFSA
• 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 24N05 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: 24N05
 Customer Concern Code (CCC): F11 – Body Rust/Corrosion
 Condition Code (CC): D7 - Corrosion
 Causal Part Number: 7020124, Quantity 0
 For Sublet Repairs use Tech ID SUBLETFSA
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.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24N05
•

•

•

•

•

Rentals: 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: 24N05
- 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.
o Dealers NOT participating in the Remote Experience Program –
 Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
 Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.
Provision for Locally Obtained Supplies: Includes paint and paint supplies similar to what is
listed below. Submit on the same line as the repair.
- Painters tape and paper to cover doors
- Degreaser/cleaner
- Sandpaper
- Bonderite wipes
- Epoxy primer – stop rust
- Seam sealer
- Paint
- Clear coat
o Program Code: 24N05
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $250.00
Sublet Repairs: 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.
o This sublet allowance may only be claimed by the dealership’s which do NOT have
an in house body shop.
- Program Code: 24N05
- Misc. Expense: FSAOSL
- Misc. Expense: Claim up to $500.00

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 24N05
LABOR ALLOWANCES
Description –
For Sublet Repairs use Tech ID SUBLETFSA

Labor Operation

Labor Time

24N05AA

0.4 Hours

Fails Inspection, paint sealant issues found:
• includes time to clean all doors
• take photos of all doors and submit to SSSC
• cannot be claimed with 24N05AA
• can only be claimed with 24N05B, 24N05PP and up
to two of the following codes:
(24N05C, 24N05D, 24N05E, 24N05F)

24N05A

0.4 Hours

Repair bottom door seam on all four doors
• not necessary to remove doors
• cannot be claimed with 24N05AA
• can only be claimed with 24N05A, 24N05PP and up
to two of the following codes (24N05C, 24N05D,
24N05E, 24N05F)

24N05B

2.9 Hours

24N05C

1.6 Hours

24N05D

3.1 Hours

24N05E

1.8 Hours

24N05F

3.6 Hours

24N05PP

0.5 Hours

Pass Inspection, no paint sealant issues found:
• includes time to clean all doors
• take photos of all doors and submit to SSSC
• interim labor operation and will not close recall
• cannot be claimed with 24N05A, 24N05B, 24N05C,
24N05D, 24N05E, 24N05F

 Additional time to repair both vertical surfaces,
•

•

one front door
(Includes time to remove/install door and adjust)

 Additional time to repair both vertical surfaces,
•

•

two front doors
(Includes time to remove/install door and adjust)

 Additional time to repair both vertical surfaces,
•

•

one rear door
(Includes time to remove/install door and adjust)

 Additional time to repair both vertical surfaces,
•

•

two rear doors
(Includes time to remove/install door and adjust)

Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2024 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle PickUp & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 24N05
PARTS REQUIREMENTS / ORDERING INFORMATION
Obtain the parts below locally:
Paint and Paint Supplies for Automotive
Body Shop Repairs:

Quantity Needed

Tape – Painters/Body Shop Tape

As Required - Claim as Misc. Other

Degreaser/cleaner suitable for automotive

As Required - Claim as Misc. Other

Sandpaper

As Required - Claim as Misc. Other

Bonderite Wipes M-NT 1455-W

As Required - Claim as Misc. Other

Epoxy Primer to stop rust

As Required - Claim as Misc. Other

Seam Sealer

As Required - Claim as Misc. Other

Paint – Ford OEM Paint to match

As Required - Claim as Misc. Other

Clear Coat

As Required - Claim as Misc. Other

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 3 of 3
Customer Satisfaction Program 24N05
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.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
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 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

May 2024
Customer Satisfaction Program 24N05
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?

Your vehicle may have paint sealant issues near the hem joints on the
inside surfaces of your vehicle’s side doors which could lead to corrosion.
Ford Motor Company is providing a one-time repair on the door hems on
any of the four doors.

What is the effect?

You may see signs of paint sealant issues along the bottom of the door
interior. This issue affects the appearance of the vehicle door hems and
does not affect its structural integrity.

What will Ford and
your dealer do?

If any of your vehicle's four doors show signs of this issue and your vehicle
is within the indicated time/mileage limitations, Ford Motor Company has
authorized your dealer to inspect, and repair complete door bottom hems
and potential vertical hem surfaces of all four doors as needed, free of
charge (parts and labor).
This one-time repair for paint sealant issues on door hems is available for a
total of 10 years or 100,000 miles from the warranty start date, whichever
occurs first. If your vehicle has already exceeded either limit listed above,
this one-time repair offer will last through November 30, 2024. Coverage is
automatically transferred to subsequent owners.

How long will it take?

If the component mentioned above requires a repair, the time needed for
this repair is one day. However, due to service scheduling requirements,