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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

June 3, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24N02
Certain 2021 Model Year F150 Vehicles with 3.0L Diesel Engines
3.0L Diesel Particulate Filter (DPF) Replacement

REF:

Emission Recall 24E02
Certain 2021 Model Year F150 Vehicles with 3.0L Diesel Engines
Diesel Injector Quantity Adjustments (IQA) Value Incorrect

PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) to the Diesel Fuel Particulate (DPF) for
15 years of service or 150,000 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, then this repair offer will last
through June 30, 2025.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
F150

2021

Dearborn Truck

Build Dates
December 21, 2020 through November 9, 2021

US population of affected vehicles: 2,239. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In the affected vehicles, the Malfunction Indicator Light (MIL) may illuminate due to a DPF-related
diagnostic trouble code.
SERVICE ACTION
If an affected vehicle exhibits this condition and if the vehicle is still within the time and mileage limits,
dealers are to replace the DPF. If the related emissions recall (24E02) is currently open, then it must
be closed/completed prior to the DPF replacement. 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 July 1, 2024. Dealers should complete the
repair if required and the vehicle is eligible, 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
• 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 2
Customer Satisfaction Program 24N02
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 3, 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
June 30, 2025. Refunds will only be provided for the cost associated with replacing the DPF.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24N02
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.
• 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 24N02 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: 24N02
 Customer Concern Code (CCC): E29
 Condition Code (CC): 01
 Causal Part Number: 5H270, 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: 24N02
- 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.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 24N02
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Check Diagnostics for DTCs

24N02A

0.3 Hours

Replace Diesel Particulate Filter (DPF) if DPF-related DTCs
are present

24N02B

2.4 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Claim
Quantity

Filter Assy – Diesel

1

1

FR3Z-5C226-A

Gasket

1

1

JL3Z-5E241-A

Gasket

1

1

W520514-S440

Nut Hex

2

2

Part Number

Description

JL3Z-5H270-A

W710382-S900
Bolt
1
1
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.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 24N02
•

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

TECHNICAL INSTRUCTIONS
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 24N02

CERTAIN 2021 MODEL YEAR F-150 VEHICLES EQUIPPED WITH A 3.0L
ENGINE — DIESEL PARTICULATE FILTER (DPF) REPLACEMENT
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.
IMPORTANT! This procedure was modified from the original Workshop Manual (WSM) procedure.
NOTE: If you do not have the special tools referenced in the Workshop Manual (WSM) to perform these
repairs, please contact 1-800 ROTUNDA and choose option 3 to place an order.
NOTE: It is not necessary to remove the reductant injector, disconnect only.
NOTE: It is not necessary to remove the isolator hanger and exhaust temperature sensors from the
selective catalytic reduction system assembly.
1. Has Field Service Action (FSA) 24E02 been completed on this vehicle?
Yes – Proceed to step 2.
No – Please complete 24E02 before continuing with this program.
2. Using FDRS, check for DPF-related Diagnostic Trouble Codes (DTCs). Are any DPF related DTCs
present?
Yes – Proceed to step 3.
No – This FSA is complete.
3. Replace the Diesel Particulate Filter (DPF). Follow the WSM procedures in Section 309-00F.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2024

Mobile Service Repair Assessment
Page | 1
Customer Satisfaction Program 24N02
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)

Mobile Service Repair Assessment
Page | 2
Customer Satisfaction Program 24N02
– 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