•

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

Customer Satisfaction Program 24N03

July 2024

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?

Your vehicle with the VIN above is included in this customer satisfaction
program because it passed inspection for inadequate connection of the
Hydroboost power steering pressure and jumper lines before January 29,
2023. Although your vehicle’s Hydroboost power steering pressure and
jumper lines are likely functioning fine, we are pleased to let you know that,
for your peace of mind, Ford Motor Company is providing a one-time repair
on the Hydroboost power steering pressure and jumper lines.

What is the effect?

This one-time repair of the Hydroboost power steering pressure and jumper
lines is available for a total of 10 years or 150,000 miles from the warranty
start date, whichever occurs first.
If your vehicle has already exceeded either time or mileage limits listed
above, this one-time repair offer will last through December 31, 2025.
Coverage is automatically transferred to subsequent owners.

What will Ford and
your dealer do?

If your vehicle's Hydroboost power steering pressure line and jumper line
require replacement due to inadequate connection of the Hydroboost power
steering pressure and jumper lines and your vehicle is within the indicated
time/mileage limitations, Ford Motor Company has authorized your dealer to
replace the Hydroboost power steering pressure and jumper lines free of
charge (parts and labor). This is a one-time repair program.

How long will it take?

If the components mentioned above require 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.
Additional time may be required to allow the engine to cool before
performing this repair.

What should you do?

You do not need to return to your dealer for this repair unless you have a
power steering line leak. Please keep this letter as a reminder of the onetime repair offer for your power steering pressure line and Hydroboost
jumper line. If the power steering pressure line and Hydroboost jumper line
should require replacement, and your vehicle is within the indicated
time/mileage limitations, contact your dealer to schedule a service
appointment for Customer Satisfaction Program 24N03. 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.

 Copyright 2024 Ford Motor Company

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 December 31, 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.

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).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll-free at
1-866-906-9811. Representatives are available 24 hours a day.

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 1
CUSTOMER SATISFACTION PROGRAM 24N03

CERTAIN 2021-2022 MODEL YEAR ECONOLINE VEHICLES EQUIPPED WITH
DUAL REAR WHEELS — HYDROBOOST OR HYDROMAX® POWER STEERING
PRESSURE AND JUMPER LINE 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.
NOTICE: While repairing the power steering system, care should be taken to prevent the entry of
foreign material or failure of the power steering components may result.
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. Remove the hydraulic booster jumper line bracket nuts and bracket. Follow the WSM procedures
in Section 211-02 Power Steering > Removal and Installation > Power Steering Pump to Hydromax®
Pressure Line, Exploded View for illustration.
2. Remove the hydraulic booster jumper line from the hydraulic booster. Follow the WSM
procedures in Section 211-02.

3. Replace the power steering pump to Hydromax® pressure line and hydraulic booster jumper line.
Follow the WSM procedures in Section 211-02.
4. Reinstall the hydraulic booster jumper line bracket and nuts. Follow the WSM procedures in
Section 211-02.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are

under safety, compliance, or emissions recall. Unless a part is requested to

be returned to Ford, all parts replaced under this FSA must be scrapped in
accordance with all applicable local, state and federal environmental

protection and hazardous material regulations. Refer to the Parts Retention,

Return, & Scrapping section of the FSA dealer bulletin for further information.

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

Mobile Service Repair Assessment
Page 1 of 2
Customer Satisfaction Program 24N03
Certain 2021-2022 Model Year Econoline Vehicles Equipped with Dual Rear Wheels
Hydroboost or Hydromax® Power Steering Pressure and Jumper Line Replacement
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 of 2
Customer Satisfaction Program 24N03
Certain 2021-2022 Model Year Econoline Vehicles Equipped with Dual Rear Wheels
Hydroboost or Hydromax® Power Steering Pressure and Jumper Line Replacement
– 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

Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
Customer Satisfaction Program 24N03

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 24N03 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date