Loctite® 263 Red High Strength Threadlocker or
equivalent. NOTE: If Threadlocker availability is not
available in your Market, replace the required fasteners
per Workshop Manual specifications.
Motorcraft® Red High Strength Threadlocker or
equivalent – Specification WSK-M2G351-A6.
NOTE: Check original fastener Threadlock color when
removing, cleaning and re-using the fasteners.
NOTE: If Threadlocker availability is not available in
your Market, replace the required fasteners per
Workshop Manual specifications.
Silicone Sealant

 Copyright 2024 Ford Motor Company

1 tube will service
many vehicles

1 tube will service
many vehicles

As Required

Labor Allowances and Parts Ordering Information
Page 3 of 4
Customer Satisfaction Program 24N01
PARTS REQUIREMENTS / ORDERING INFORMATION (Continued)
NOTE: Part numbers may change or supersede to a new service level service part number during the
duration of this recall. For the latest and greatest part number, you may also refer to the parts catalog,
enter vehicle specific VIN number and order the correct specific parts during the repair.
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.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 4 of 4
Customer Satisfaction Program 24N01
REPLACED FSA PARTS INSPECTION AND SIGN OFF (Continued)
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

July 2024

Customer Satisfaction Program 24N01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
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.
Why are you
receiving this notice?

On your vehicle, it may be possible that a rear axle mounting bolt may
fracture during vehicle acceleration.

What is the effect?

This one-time repair of the rear axle bolt is available for a total of 6 years or
150,000 miles from the warranty start date, whichever occurs first.
NOTE: In some of the affected vehicles, the rear axle bolt may fracture. A
fractured rear axle bolt will allow the rear axle housing to move out of
position, resulting in severe noise and vibration. If the rear axle bolt breaks,
the driveshaft or half shafts may become disconnected, resulting in loss of
transmission torque to the rear wheels. Transmission torque is necessary to
hold the vehicle in park and is also needed for the vehicle to move forward
or backward.
If your vehicle has already exceeded either time or mileage limits listed
above, this one-time repair offer will last through January 31, 2025.
Coverage is automatically transferred to subsequent owners.

What will Ford and
your dealer do?

If your vehicle's rear axle housing requires replacement due to a rear axle
bolt fracture and your vehicle is within the indicated time/mileage limitations,
Ford Motor Company has authorized your dealer to repair the rear axle bolts
free of charge (parts and labor). This is a one-time repair program.

How long will it take?

If the component mentioned above requires replacement, the time needed
for this repair is less than one-half day. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.

What should you do?

You do not need to return to your dealer for this repair unless you have a
rear axle bolt fracture or you experience severe noise and/or vibration from
the rear axle.
 Copyright 2024 Ford Motor Company

What should you do?
(continued)

Please keep this letter as a reminder of the one-time repair offer for your
rear axle bolt and housing. If the rear axle bolt and housing requires
replacement, and your vehicle is within the indicated time/mileage
limitations, contact your dealer to schedule a service appointment for
Customer Satisfaction Program 24N01. Your dealer will replace the part 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.

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 January 31, 2025. 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.

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

TECHNICAL INSTRUCTIONS
PAGE 1 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

CERTAIN 2020-2022 MODEL YEAR EXPLORER VEHICLES — REAR AXLE
BOLT FRACTURES
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) procedures.
For this Field Service Action (FSA), multiple bolts and nuts will be cleaned and
inspected for re-use. In addition, the Left Hand (LH) rear knuckle will not be fully
disassembled when removing the LH rear halfshaft. Follow these technical
instructions carefully.

NOTE: If you do not have the special tools referenced in the Workshop Manual (WSM) to perform
the FSA repair, please contact 1-800 ROTUNDA and choose option 3 to place an order.
1. With the vehicle in NEUTRAL, position it on a hoist. Follow the WSM procedures in Section 100-02.
2. Ford has requested photo evidence of a broken or missing rear axle bolt for this Customer Satisfaction
Program. Visually inspect the Rear Differential Unit (RDU) for a broken or missing RDU fastener.
Is the RDU bolt to axle cover bushing boss broken or missing? See Figure 1.

YES - Does Not Pass inspection. Submit photos of the broken or missing RDU axle bolt, refer

to the Photo Request Submission on Pages 14 and 15. Wait for the Special Service
Support Center (SSSC) approval to begin any repairs. Then, proceed to Step 3.

NO - Passes inspection. No further action is required.

REAR AXLE ASSEMBLY
SUBFRAME BUSHING

REAR DIFFERENTIAL
COVER BUSHING BOSS

FIGURE 1
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

23471X

TECHNICAL INSTRUCTIONS
PAGE 2 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

3. Measure the distance from the center of the rear hub to the lip of the rear quarter panel with the vehicle
in a level, static ground position (curb height).
4. Drain the rear differential fluid. Follow the Workshop Manual (WSM) procedures in Section 205-02.
NOTE: For this procedure it is not necessary to remove the wheel bearing, wheel hub, brake disc shield
or lower arm vertical link.
NOTICE: Never pick up or hold the halfshaft by only the inner or outer CV joint. Damage to the CV
joint will occur.
NOTICE: Never use a hammer to remove or install the halfshafts. Damage to the CV joint may
occur.
NOTICE: Never use the halfshaft assembly as a lever to position other components. Damage to
the halfshaft or CV joint may occur.
NOTICE: Do not allow the boots to contact sharp edges or hot exhaust components. Damage to
the halfshaft boots will occur.
NOTICE: Do not drop assembled halfshafts. The impact may cut the boots from the inside without
evidence of external damage.

NOTICE: Suspension fasteners are critical parts that affect the performance of vital components
and systems. Failure of these fasteners may result in major service expense. Use the
same or equivalent parts if replacement is necessary. Do not use a replacement part of
lesser quality or substitute design. Tighten fasteners as specified.
NOTE: This procedure is only for the Left Hand (LH) side. Right Hand (RH) side shown, LH side similar.
5. Remove the LH rear wheel and tire. Follow the WSM procedures in Section 204-04A.
NOTICE: Do not attempt to jacking on the front control arm or rear control arm on any vehicle.
Damage to control arms may occur.
NOTICE: Make sure that the insulator pads are correctly positioned to prevent direct contact with
other components.
NOTE: The below procedures are only for the rear LH side of the vehicle.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

TECHNICAL INSTRUCTIONS
PAGE 3 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

6. On the rear LH side of the vehicle, use a suitable jack to raise the suspension until the distance
between the center of the hub and the lip of the fender is equal to the measurement taken in Step 3,
(curb height). See Figure 2.

23471B

FIGURE 2
7. Remove and discard the LH rear wheel hub nut. See Figure 3.
• Torque: 221 lb.ft (300 Nm).

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD
FOR
23471A
MISSING NUT

FIGURE 3

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

STUD FOR

TECHNICAL INSTRUCTIONS
PAGE 4 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

8. Remove the LH rear brake disc. Follow the WSM procedures in Section 206-04.
• Caliper anchor plate bolts Torque to: 122 lb.ft (165 Nm).
9. Remove and discard the LH rear shock absorber lower nut. See Figure 4.
• Torque: 59 lb.ft (80 Nm).

23471C

FIGURE 4
10. Remove the LH rear wheel speed sensor bolt and position the wheel speed sensor aside. Then,
remove the brake hose bracket bolt and position the brake hose bracket aside. See Figure 5.
• Brake hose bracket bolt torque: 133 lb.in (15 Nm).
• Wheel speed sensor bolt torque: 133 lb.in (15 Nm).

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
23471D

FIGURE 5

PLACE COPY HERE
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

PLACE COPY HERE

TECHNICAL INSTRUCTIONS
PAGE 5 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

11. Remove and discard the LH rear lower arm vertical link lower nut. Then, remove, clean and inspect
the LH rear lower arm vertical link lower bolt threads. If the threads are not damaged, apply
LOCTITE® 263™, or equivalent (Obtain locally), and reuse the bolt and order a new nut. If the
threads are damaged order a new nut and bolt. See Figure 6.
• Torque: 258 lb.ft (350 Nm).

CLEAN AND INSPECT
BOLT THREADS

23471E

FIGURE 6
12. Remove and discard the LH rear toe link-to-wheel knuckle bolt and nut. See Figure 7.
• Torque: 129 lb.ft (175 Nm).
NOTE: The wheel bearing and dust shield are removed for clarity.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
23471F

FIGURE 7

PLACE COPY HERE

13. Position the LH rear knuckle up to remove halfshaft from the rear wheel knuckle.

PLACE COPY HERE

14. Using a pry bar, remove the LH rear halfshaft from the rear axle assembly.

PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

TECHNICAL INSTRUCTIONS
PAGE 6 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01

15. Using a pry bar, disengage the RH rear halfshaft inner cir-clip from the rear axle assembly.
See Figure 8.
NOTE: It is not necessary to remove the RH rear halfshaft from the vehicle.

RIGHT HAND
HALFSHAFT

PRY BAR

23471G

FIGURE 8
16. Secure the rear axle assembly to the transmission jack using a ratchet strap. See Figure 9.
REAR AXLE
ASSEMBLY

RATCHET
STRAP

FRONT OF
VEHICLE

STUD FOR
MISSING NUT

TRANSMISSION
JACK

FIGURE 9

STUD
FOR
23471H
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

STUD FOR
MISSING NUT

TECHNICAL INSTRUCTIONS
PAGE 7 OF 15
CUSTOMER SATISFACTION PROGRAM 24N01