your dealer may need your vehicle for a longer period of time. In addition,
your vehicle will require an inspection to determine if parts need to be
ordered.

 Copyright 2024 Ford Motor Company

What should you do?

You do not need to return to your dealer for this repair unless you have
signs of paint sealant issues on the door hems. Please keep this letter as a
reminder of the one-time repair offer for paint sealant issues on the door
hems. If any of the four doors requires a repair, and your vehicle is within
the indicated time/mileage limitations, contact your dealer to schedule a
service appointment. Provide the dealer with the VIN of your vehicle to
schedule a service appointment for Customer Satisfaction Program 24N05.
The VIN is printed near your name at the beginning of this letter. Your
dealer will repair the parts at no charge.
If you do not already have a servicing dealer, you can access
ford.com/support for dealer addresses, maps, and driving instructions.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
downloaded through the App Store or Google Play. In addition, there are
other features such as reserving parking in certain locations and controlling
certain functions on your vehicle (lock or unlock doors, remote start) if it is
equipped to allow control.

Pick-Up and Delivery

Complimentary vehicle Pick-Up & Delivery service may also be available
upon request through participating dealers. Your dealer will pick up your
vehicle and return it with the repair completed.

Do you need a rental
vehicle?

If your dealer determines that the issue exists on any of the four doors and a
repair is required, but your vehicle will be needed overnight for repair, your
dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax). Please see
your dealer for guidelines and limitations.

Have you previously
paid for this repair?

If you paid to have this service done before the date of this letter, you may
be eligible for a refund. Refunds will only be provided for services related to
repair description. To verify eligibility and expedite reimbursement, give your
paid original receipt to your dealer before November 30, 2024. To avoid
delays, do not send receipts to Ford Motor Company.

What if you no longer
own this vehicle?

If you no longer own this vehicle and have an address for the current owner,
please forward this letter to the new owner. You received this notice
because our records indicate that you are the current owner.

 Copyright 2024 Ford Motor Company

Can we assist you
further?

If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center (CRC) at 1-866-436-7332 and one of
our representatives will be happy to assist you. The CRC is open on
weekdays from 8:00 AM – 11:00 PM and on Saturday 8:00 AM - 8:00 PM
(Eastern Time). TTY/TDD users, please contact the CRC at the number
listed using the Telecommunication Relay Service by dialing 711.
If you wish to contact us through the internet, our address is
ford.com/support.
FLEET OWNERS: If you have questions or concerns, please contact our
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one
of our representatives will be happy to assist you. If you wish to contact us
through the Internet, our address is fleet.ford.com.
Representatives are available Monday through Friday: 7:00 AM – 11:00 PM
and Saturday 7:00 AM – 5:00 PM (Eastern Time).

As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division

 Copyright 2024 Ford Motor Company

Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
Customer Satisfaction Program 24N05

Mobile Repair / Vehicle Pick-Up and Delivery Record
VIN ____________________________ received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 24N05 Field Service Action program.

☐ Mobile Repair – Date: _______________
OR
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date

 Copyright 2024 Ford Motor Company

Mobile Service Repair Assessment
Page 1
Customer Satisfaction Program 24N05
Certain 2021-2023 Model Year Mach-E Vehicles
Paint Sealant Issues - Door Hem Inspection - Repair

Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.

•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

 Copyright 2024 Ford Motor Company

Mobile Service Repair Assessment
Page 2
Customer Satisfaction Program 24N05
Certain 2021-2023 Model Year Mach-E Vehicles
Paint Sealant Issues - Door Hem Inspection - Repair

– Enhanced Mobile Service
A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•

•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

 Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

CERTAIN 2021-2023 MACH-E VEHICLES — PAINT SEALANT ISSUES - DOOR
HEMS INSPECTION - REPAIR
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. Clean the bottom hem of all four doors. See Figure 1.
2. Inspect the bottom hem of all four doors for any signs of paint sealant issues. See Figure 1.
NOTE: Driver's side doors shown. Passenger side similar.

REAR
DOOR

FRONT
DOOR

BOTTOM
HEM

BOTTOM
HEM

23796Y

FIGURE 1

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

STUD FOR
MISSING NUT
STUD FOR

TECHNICAL INSTRUCTIONS
PAGE 2 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

3. Were any signs of paint sealant issues present on the bottom hem of any of the 4 doors? See
Figures 2-9.
Yes - Does not pass inspection, proceed to Step 4.
No - Passes Inspection, submit photos to the SSSC. This completes the Field Service Action.

PASS

23796AA

FIGURE 2
PASS

23796BB

FIGURE 3
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE
STUDCOPY
FOR HERE
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

FRONT
DOOR

TECHNICAL INSTRUCTIONS
PAGE 3 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

DOES NOT PASS

FRONT
DOOR

23796EE

FIGURE 4
DOES NOT PASS
FRONT
DOOR

23796DD

FIGURE 5
DOES NOT PASS

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
23796FF

PLACE COPY HERE

FIGURE 6

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE

DOOR

TECHNICAL INSTRUCTIONS
PAGE 4 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

DOES FAIL
NOT PASS
FRONT
DOOR

23796GG

FIGURE 7
DOESFAIL
NOT PASS
FRONT
DOOR

23796HH

FIGURE 8
DOES NOT PASS

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
23796JJ

PLACE COPY HERE

FIGURE 9

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

PLACE COPY HERE
PLACE COPY HERE
STUD FOR
MISSING NUT

TECHNICAL INSTRUCTIONS
PAGE 5 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

4. For door(s) that show evidence of paint sealant issues on the bottom hem, clean the vertical hems.
See Figure 10.
5. For door(s) that show evidence of paint sealant issues on the bottom hem, inspect the vertical hem
on both sides of the door(s) for paint sealant issues. See Figure 11-18. Were any signs of paint sealant
issues present on the vertical hems of the affected door(s)?
Yes - Submit photos of both the bottom and vertical hems of the doors to the SSSC. Wait for
SSSC approval to begin any repairs.
No - Submit photos of both the bottom and vertical hems of the doors to the SSSC. Wait for
SSSC approval to begin any repairs.
NOTE: Driver's side doors shown. Passenger side similar.
Photos MUST:
• Be clear, focused and well lit.
• Have each door labeled identifying the position of the door (i.e. Left Front Door).
• Identify whether the photo is of the bottom or vertical hem of the door.

FRONT
DOOR

REAR
DOOR
VERTICAL
HEMS

VERTICAL
HEMS

23796L

FIGURE 10

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

STUD FOR
MISSING NUT

TECHNICAL INSTRUCTIONS
PAGE 6 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

PASS

23796KK

FIGURE 11
PASS

STUD FOR
MISSING NUT

FIGURE 12

23796LL FOR
STUD
MISSING NUT

STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR

TECHNICAL INSTRUCTIONS
PAGE 7 OF 18
CUSTOMER SATISFACTION PROGRAM 24N05

DOESFAIL
NOT PASS