Ford Motor Company
PO Box 1904
Service Engineering Operations Dearborn, Michigan 48121
Customer Service Division
August 8, 2024
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Regional Program 20R01 - Supplement #1
Certain 2014-2015 Model Year Fiesta, 2014-2016 Model Year Fusion, MKZ and
2014-2016 Model Year Transit Connect Vehicles Not Covered in Safety Recall
20815 or 23S36
Door Latch Replacement and Inspection
REF: Regional Program 20R01
. Certain 2014-2015 Model Year Fiesta and 2014-2016 Model Year Fusion and MKZ
Vehicles Not Covered in Safety Recall 20S15
Door Latch Replacement - Dated: October 21, 2020
[3EM REASON FOR THIS SUPPLEMENT
« Affected Vehicles and Build Dates:
co The build date ranges for Fiesta, Fusion and MKZ vehicles have been expanded. Refer
to the Affected Vehicles table below for revised dates.
o Certain Transit Connect vehicles have been added to the program.
e Service Action: Vehicles built after the original posted build end date range will have an
inspection to check the latch date code to determine if latch replacement is required.
e Parts Requirements / Ordering Information: Latch kits are no longer on open order and part
numbers have been revised on two of the kits. Refer to the table in Attachment II for details.
(38M AFFECTED VEHICLES
Vehicles identified below were not originally sold and are not currently registered in the high ambient
temperature states covered under Safety Recall 20S15 or 23836.
Model Year | Assembly Plant Build Dates
2014-2015 Cuautitlan November 1, 2013 through January 30, 2015
Flat Rock November 1, 2013 through April 27, 2015
Fusion
2014-2016
Hermosillo November 1, 2013 through July 37, 2015
Transit Connect | 2014-2016 September 26, 2013 through February 1, 2016
US population of affected vehicles added to the program: 33,538. Affected vehicles are identified in
OASIS and FSA VIN Lists.
©Copyright 2024 Ford Motor Company

AFFECTED VEHICLES (continued)
This program does not apply to vehicles originally sold in, or currently registered in the following
states:
STATES COUNTRIES/TERRITORIES

Affected vehicles are identified in OASIS.
[SEN] REASON FOR THIS PROGRAM
Under Safety Recalls 20S15 and 23536, in some of the affected vehicles, the door latches have a
pawl spring tab that may break. This condition will typically prevent the door from latching. If the
customer is able to latch the door, after repeated attempts to shut the door, there is potential the door
may unlatch while driving, increasing the risk of injury. Ford’s analysis indicates that this condition is
more likely to happen in states and territories with high ambient temperatures.
For 20R01, owners will be notified that if their vehicle exhibits door latching concerns or if they are
concerned about the latches in their vehicles, they may request repairs under this regional program.
NOTE: Vehicles identified as originally sold, or currently registered in the high ambient
temperature states are included in Safety Recall 20S15 and 23S36 and can be identified in
OASIS.
(3M SERVICE ACTION
Based on customer request, dealers are to replace all four door latches and provide enhanced
documentation supporting the completeness of repairs. For Fiesta, Fusion and MKZ vehicles added in
the supplement, dealers will inspect the latch build date codes and replace the latches ONLY if any of
the date codes are found to be prior to the dates as directed in the technical instructions. For Transit
Connect vehicles added in the program, based on customer request, dealers are to replace the front
driver and passenger door latches and provide enhanced documentation supporting the
completeness of repairs.
This information must be submitted via a Dealer Self Service contact type through the SSSC,
and will require the following on all repairs:

¢ Latch date codes of both the old and new latches.

e Photos of the new latches installed in the vehicle, along with a photo of the VIN.

e Responses to several survey questions about the vehicle and repair.

e Documentation of Service Manager sign-off on the repair order (image, scan, or PDF).
This service must be performed, upon request, on all affected vehicles at no charge to the vehicle
owner.

©Copyright 2024 Ford Motor Company

[ET OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 9, 2020. Owner letters for vehicles
added to the program are expected to be mailed the week of August 26, 2024. Owners will be
instructed to schedule a service appointment without delay if their vehicle exhibits door latching
concerns or if they are concerned about the latches in their vehicle.
[XE PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to
the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of
up to $27,168 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
(EW ATTACHMENTS

¢ Administrative Information

¢ = Technical Instructions

e Mobile Service Repair Assessment

e Mobile Repair/Vehicle Pick-Up & Delivery Record

¢ 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.

Customer Service Division
©Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 3
Regional Program 20R01 - Supplement #1
[3M MOBILE SERVICE REPAIR ASSESSMENT LEVEL
® - Not a Mobile Service Repair
[EM OASIS ACTIVATION
OASIS was activated on October 21, 2020 for the original population. Supplemental VINs added to
the program will be activated on August 8, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES

e Ford has not issued instructions to stop selling/delivering or driving used vehicles under this
regional program.

e If acustomer’s vehicle exhibits door latching concerns or if owners are concerned about the
latches in their vehicles, they may request repairs under this regional program.

e Owners can continue to safely drive their vehicles if they ensure the doors are securely
latched without using excessive effort before driving.

STOCK VEHICLES

Use OASIS to identify any affected vehicles in your used vehicle inventory.

[3H DEALER-OPERATED RENTAL VEHICLES

The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental
company from selling, renting, or leasing vehicles subject to a safety or compliance recall. Please
consult your legal counsel for legal advice.

BRANDED / SALVAGED TITLE VEHICLES

Affected branded / salvaged title vehicles are eligible for this program.

[EM OWNER REFUNDS

e This regional program must still be performed, even if the owner has paid for a previous
repair. Claiming a refund will not close the program on the vehicle.

e 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
May 31, 2021. Owners of vehicles added to the program in the supplement have until January
31, 2025 to submit for a refund.

e Owners are directed to seek reimbursement through authorized dealers or, at their option,
directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121-6251.

e Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the end date specified in the reimbursement
plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.

e Refunds will only be provided for the cost associated with door latch replacement.

RENTAL VEHICLES
Rental vehicles are not approved for this program.
©Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 3
Regional Program 20R01 - Supplement #1
[EM PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:

e Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery

Offset section for additional details.
(SEM PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 Remote Experience Program for Pick-Up & Delivery are
authorized to claim unique services for completing this program.

e Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services. Refer to Labor Allowances for details.

e Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.

[SEN LINCOLN PICK-UP & DELIVERY

Owners of Lincoln vehicles in this program have the option of requesting Pick-Up & Delivery service
from their dealership. See labor claiming table below.

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

e 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 FSAs / Related Damage.

e 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
o Lincoln vehicles — 4 years or 50,000 miles

e For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval

Request to the SSSC Web Contact Site before completing the repair.
[EM CLAIMS PREPARATION AND SUBMISSION

e 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.

¢ Dealer Self Service contacts:

o This SSSC contact type generates the approval code required to submit claims in
ows.
o Use DEALER SELF SERVICE type contacts ONLY.
o Only RO NUMBER, RO LINE, and RO OPEN DATE are required repair order
information.
o Dealers are responsible for the accuracy of all information submitted in contacts.
©Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Regional Program 20R01 - Supplement #1
CLAIMS PREPARATION AND SUBMISSION (continued)

¢ Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.

o When entering claims, select claim type 31: Field Service Action. The FSA number
20R01 is the sub code.

o For additional claims preparation and submission information, refer to the Program and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.

o The required Dealer Self Service approval code must be submitted on the program
line. It is not to be used for related damage lines.

e 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.
e Refunds: Submit refunds on a separate repair line.
- Program Code: 20R01 - 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.
e Lincoln Pick-Up & Delivery:
o See labor claiming table below.
e Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program —
= Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program —
= Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services. Dealers must retain a Vehicle Pick-Up & Delivery Record with the
repair order.
©Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Regional Program 20R01 - Supplement #1
(3M LABOR ALLOWANCES

Administrative time to inspect and record old and new latch
date codes, bench test, obtain service manager sign off on
the R.O. and upload photos and survey responses. 20RO1A 1.1 Hours
Can ONLY be claimed with labor operations B or C.
Fiesta - Replace all four door latches 20R01B
Fusion/MKZ - Replace all four door latches 20R01C
Transit Connect — Replace left and right front door latches
Includes time to record and submit pics and old/new door 20R01D 1.8 Hours
latch date codes to the SSSC.
PASS latch date code inspection.
Includes time for:

e Inspecting and recording latch date codes.

« Submit self-service contact to SSSC. 20RO1E 0.4 Hours

« Submitting photos of all latch date codes.
Cannot be claimed with A, B, C or D.
Lincoln vehicle PDL Allowance:
NOTE: This allowance is for dealer-performed vehicle PDL 20RO1LL 0.5 Hours
for dealership repairs only. Can only be claimed once, .
regardless of outstanding FSAs repaired.
Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2024 Remote
Experience Program Dealers.

20R01PP 0.5 Hours
NOTE: This allowance is for dealer-performed vehicle Pick- u
Up & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.
©Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Regional Program 20R01 - Supplement #1
[EW PARTS REQUIREMENTS / ORDERING INFORMATION
Special Program Part Ordering:
To place an order for DE8Z-54264A26-D, DE8Z-54264A26-C or DS7Z-54264A26-P, submit a Special
Program order in the DOW system. SSSC contact is not required to order K-Coded parts on this
program. More information can be found in EFC 10642.
Service Part Claim Package Number -
Number Quantity Order in Description
Quantity | Package
DE8Z-54264A26-D Door latch kit - (four latches)
1 1 4 : :
Fiesta with keyless entry
DE8Z-54264A26-C Door latch kit - (four latches)
1 1 4 : : .
Fiesta without keyless entry
DS7Z-54264A26-P 1 1 4 Door latch kit - (four latches)
Fusion and MKZ
*Fiesta vehicles without Keyless Entry are equipped with a lock cylinder in the passenger front door.
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Special Program Part Ordering:
To place an order for KT1Z-99264A26-G submit a VIN-specific Part Order contact via the SSSC Web
Contact Site. KT1Z-99264A26-F can be ordered through normal order processing channels.
Service Part Claim once alae Description
Number Quantity Quantity | Package
Front door latch kit - (two front latches)
KT1Z-99264A26-F 1 Transit Connect with left exterior door
4 2 lock cylinder only
Front door latch kit - (two front latches)
KT1Z-99264A26-G 1 Transit Connect with left and right
exterior door lock cylinders
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
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. Federal law prohibits selling motor vehicle parts or components that are under
safety, compliance, or emissions recall.
©Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 3 of 3
Regional Program 20R01 - Supplement #1

EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
[EM] REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1° 2021, all parts replaced as part of an FSA repair with a repair order open date of
March 1° 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 of 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.

e All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.

e 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.

e 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 FACDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List information.

e This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1° 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

August 2024
Regional Program 20R01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
This Notice Applies to Your Vehicle, Vehicle Identification Number (VIN): 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 Regional Customer Satisfaction Program for your vehicle with the VIN shown
above.

Why are you Ford Motor Company is conducting a safety recall (20S15) on certain 2014-

receiving this notice? 2015 Model Year Fiesta and 2014-2016 Model Year Fusion and MKZ
vehicles and safety recall (23S36) on certain 2014-2016 Transit Connect
vehicles registered in certain high ambient temperature states and
territories.

Recalls 20S15 and 23S36 addressed the possibility for the pawl spring tab
inside one or more of the side door latches to break and will typically
prevent the door from latching. If this occurs and the door is able to be
latched after repeated attempts to shut the door, there is a potential the door
may unlatch while driving, increasing the risk of injury. Our analysis
indicates that this condition is more likely to happen in states and territories
with high ambient temperatures.

Our records indicate that your vehicle is not registered in a high ambient
temperature state or territory and is not subject to the safety recall program
announced by Ford. However, we want to inform you that your vehicle is
eligible for a free, one-time repair of the door latches under this Regional
Customer Satisfaction Program (20R01).

What is the effect? Parts are now available to repair your vehicle. If you are able to latch the
door after repeated attempts to shut the door, there is a potential the door
may unlatch while driving, increasing the risk of injury.

What will Ford and If your vehicle exhibits door latching concerns or if you are otherwise

your dealer do? concerned about the latches in your vehicle, Ford Motor Company has
authorized your dealer to replace all four door latches free of charge (parts
and labor).

©Copyright 2024 Ford Motor Company

How long will it take? 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? _ If your vehicle exhibits door latching concerns or if you are otherwise
concerned about the latches in your vehicle, Ford Motor Company wants
you to have this service action completed on your vehicle. Please call your
dealer without delay to schedule a service appointment for Regional
Customer Satisfaction Program 20R01. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.

If you do not already have a servicing dealer, you can access
www.Fordowner.com 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 and paying for 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 __ If you have previously paid for a repair that addresses the issue described in

paid for this repair? this letter, you still need to have this recall performed to ensure the correct
parts and procedures were used.

You may be eligible for a refund of previously paid repairs. Refunds will only
be provided for service related to door latch replacement. To verify eligibility
and expedite reimbursement, give your paid original receipt to your dealer
before January 31, 2025.

Refund requests may also be sent directly to Ford Motor Company. To
request your refund from Ford, send the refund request with all required
documentation, including your original repair receipt (no photocopies), to
Ford Motor Company at PO Box 6251, Dearborn, Michigan 48121-6251.
Refund requests mailed to this address may take up to 60 days to process.
Your original receipt will be returned to you.

Detailed information regarding eligibility for Ford's reimbursement program
and documentation requirements may be obtained by contacting the Ford
Customer Relationship Center at 1-866-436-7332.

What if you no longer If you no longer own this vehicle and have an address for the current owner,

own this vehicle? please forward this letter to the new owner.

You received this notice because government regulations require that
notification be sent to the last known owner of record. Our records are
based primarily on state registration and title data, which indicate that you
are the current owner.

©Copyright 2024 Ford Motor Company

Can we assist you If you have difficulties getting your vehicle repaired promptly and without

further? 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).

Thank you for your attention to this important matter.
Ford Customer Service Division
©Copyright 2024 Ford Motor Company

fl LINCOLN
Lincoln
PO Box 1904
Dearborn, Michigan 48121

August 2024

Regional Program 20R01
Mr. John Sample
123 Main Street
Anywhere, USA 12345
This Notice Applies to Your Vehicle, Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln, 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 Regional Customer Satisfaction Program for your vehicle with the VIN shown
above.

What is the issue? Lincoln is conducting a safety recall (20S15) on certain 2014 - 2016 Model
Year MKZ vehicles registered in certain high ambient temperature states
and territories.

Recall 20S15 addressed the possibility for the pawl spring tab inside one or
more of the side door latches to break and will typically prevent the door
from latching. If this occurs and the door is able to be latched after repeated
attempts to shut the door, there is a potential the door may unlatch while
driving, increasing the risk of injury. Our analysis indicates that this condition
is more likely to happen in states and territories with high ambient
temperatures.

Our records indicate that your vehicle is not registered in a high ambient
temperature state or territory and is not subject to the safety recall program
announced by Lincoln. However, we want to inform you that your vehicle is
eligible for a free, one-time repair of the door latches under this Regional
Customer Satisfaction Program (20R01).

What is the risk? If you are able to latch the door after repeated attempts to shut the door,
there is a potential the door may unlatch while driving, increasing the risk of
injury.

What will Lincoln and Parts are now available to repair your vehicle. If your vehicle exhibits

your retailer do? door latching concerns or if you are otherwise concerned about the latches
in your vehicle the Lincoln Motor Company has authorized your retailer to
replace all four door latches free of charge (parts and labor).

©Copyright 2024 Lincoln - A Ford Motor Company Brand