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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

June 13, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24M01
2020 Model Year Explorer and Explorer Police Utility Equipped with a 3.3L Engine
Replace Catalytic Converters If Failed and Inspect Wire Harness

PROGRAM TERMS
This program provides a repair (if needed) free of charge (parts and labor) to the catalytic converters for
15 years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first.
This program may be used multiple times as long as the vehicle is within the time and mileage limits of
the program and is otherwise eligible for the repair. Once the program has expired, Service Part
Warranty (SPW) and Extended Service Plan (ESP) may be eligible.
If a vehicle has already exceeded either the time or mileage limits, this no-cost repair will last through
August 31, 2025.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year Assembly Plant
Explorer and
Police Utility

2020

Chicago

Build Dates
October 28, 2018 through September 27, 2020

US population of affected vehicles: 27,108. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST REPAIR
In some of the affected vehicles, one or both of the catalytic converters may develop outer cracks or
inner heat-related damage. If a catalytic converter fails, then the Malfunction Indicator Light (MIL) may
illuminate and diagnostic trouble codes (DTCs) P0420 or P0430 will be stored in the Powertrain Control
Module.
SERVICE ACTION
If an affected vehicle exhibits this condition and if the vehicle is within the time and mileage limits, then
dealers are to replace the catalysts. In addition, the dealer will inspect the engine wiring harness for
chaffing, as described in the technical instructions. If chaffing is identified, then the dealer will follow
standard wiring repair procedures to repair the damaged portion of the wiring harness and install a
protective wiring sleeve at the location of wire harness chafing. If wiring harness chaffing is not identified,
then the protective wiring sleeve will be installed to prevent the risk of future wiring harness chaffing. 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.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of August 26, 2024. Dealers should complete the
repair if required and if the vehicle is eligible, whether or not the customer has received a letter.

ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment

 Copyright 2024 Ford Motor Company

•

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 Balzer

 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 3
Customer Satisfaction Program 24M01
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 June 12, 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
Branded / salvaged title vehicles and vehicles with canceled warranty coverage are eligible for this
program unless emission coverage is explicitly canceled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTIES CANCELLED INCLUDING EMISSIONS
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
August 31, 2025.
• 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 a catalyst related concern that exhibits
a MIL for DTCs P0420 or P0430.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.

Administrative Information
Page 2 of 3
Customer Satisfaction Program 24M01
 Copyright 2024 Ford Motor Company

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
• 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 24M01 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: 24M01
 Customer Concern Code (CCC): E29
 Condition Code (CC): 42
 Causal Part Number: 5E212, 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 24M01
- 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.

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24M01
•

Provision for Locally Obtained Supplies: Includes Coroplast electrical wire harness tape, high
temperature nickel anti-seize lubricant XL-2, penetrating lock lubricant XL-1, and Threadlock and
Sealer TA-25 (AWD only). This provision is for the amounts in total used for one vehicle repair.
Submit on the same line as the repair.
 Copyright 2024 Ford Motor Company

o
o
o

Program Code: 24M01
Misc. Expense: OTHER
Misc. Expense: Claim up to $3.50 total

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 24M01
LABOR ALLOWANCES
Description

Labor
Operation

Labor Time

•
•
•

Check for DTCs P0420 or P0430. Codes not present – PASS
Check for protective wiring sleeve already installed – PASS
FSA does not apply

24M01A

0.3 Hours

•
•
•
•

Check for DTCs P0420 or P0430. Codes not present – PASS
Check for protective wiring sleeve already installed – FAIL
Inspect engine wire harness for damage, repair as necessary
Install protective wiring sleeve over wire harness where wiring
harness contacts A/C line and tape
NOTE: May be claimed with MT24M01E if there is wiring
damage present

24M01B

0.5 Hours

•
•
•

Check for DTCs P0420 or P0430. Codes present – FAIL
Check for protective wiring sleeve already installed – PASS
Replace BOTH left-hand and right-hand catalytic converters

24M01C

2.4 Hours

•
•
•
•

Check for DTCs P0420 or P0430. Codes present – FAIL
Check for protective wiring sleeve already installed – FAIL
Inspect engine wiring harness for damage, repair as necessary
Install protective wiring sleeve over wiring harness where wire
harness contacts A/C line and tape
Replace BOTH left-hand and right-hand catalytic converters
NOTE: May be claimed with MT24M01E if there is wiring
damage present

24M01D

2.7 Hours

Repair engine wire harness damage (damage found)
NOTE: May be claimed with 24M01B or 24M01D if there is
wiring damage present. Cannot be claimed with 24M01A or
24M01C

MT24M01E

Actual time
up to 1.0
Hour

•

•

PARTS REQUIREMENTS / ORDERING INFORMATION
Service Part
Number

Claim
Quantity

Package
Order
Quantity

Number
in
Package

L1MZ-5E212-AC

1

1

1

Front Catalytic Converter (Right-hand)

L1MZ-5E213-T

1

1

1

Front Catalytic Converter (Left-hand)

W714265-S442

4

1

4

Catalytic Converter Nut

W716963-S900

As
Needed
up to 4

1

4

KU5Z-14A099-B

1

1

1

NAI837X
XL-2

Claim as MISC OTHER
(Up to $3.50)

Description

Catalytic Converter Stud - Related Damage
Inspect and replace as needed (up to 4 studs)

Protective Wiring Sleeve
Coroplast Electrical Wire Harness Tape

Motorcraft® High Temperature Nickel AntiSeize Lubricant
Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 24M01

 Copyright 2024 Ford Motor Company

PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Service Part
Number
XL-1

Claim
Quantity

Package
Order
Quantity

Number
in
Package

Claim as MISC OTHER
(Up to $3.50)

Description
Motorcraft® Penetrating and Lock Lubricant

TA-25-B
Motorcraft® Threadlock and Sealer
Optional parts that may be required if DAMAGE FOUND During Engine Wire Harness
Inspection
As
*-14A088-*
1
1 kit of 5 Repair - Wire Splice Kit
Needed
(refer to Ford Parts Catalog for size required)
splices
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.
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.
Labor Allowances and Parts Ordering Information
Page 3 of 3
Customer Satisfaction Program 24M01