TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B59

CERTAIN 2023-2024 MODEL YEAR F-250-600, TRANSIT, EXPEDITION AND
NAVIGATOR VEHICLES — TRANSMISSION REPLACEMENT
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10 certification

requirement in the U.S. market only will be enforced starting with repair orders
opened on or after August 31, 2024. Field Service Action (FSA) repairs will reject

and the claim will not be paid if the repairing technician is not certified in STST

Competency 10 FSA. See Electronic Field Communication (EFC)15936 for more

details.
NOTE: If you do not have the special service tools referenced in the Workshop Manual to perform the
Field Service Action repair, please contact 1-800-ROTUNDA and choose option 3 to place an
order.

SERVICE PROCEDURE
1. Remove the transmission. Follow Workshop Manual (WSM) procedures in Section 307-01.
2. Carryout the transmission fluid cooler backflushing and cleaning. Follow WSM procedures in
Section 307-02.
3. Install the new transmission. Follow WSM procedures in Section 307-01.
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 © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2025

Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

February 18, 2025

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24B59
Certain 2023 Model Year F-150 Super Duty, Expedition, Navigator, and Transit
Vehicles
Transmission Replacement

PROGRAM TERMS
This program will be in effect through February 28, 2026 or a maximum of 60,000 miles, whichever
occurs first.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Date Range

Super Duty

2023

Kentucky Truck

May 2, 2023 through October 5, 2023

Expedition

2023

Kentucky Truck

May 8, 2023 through July 24, 2023

Navigator

2023

Kentucky Truck

May 1, 2023

Transit

2023

Kansas City

February 28, 2023 through September 25, 2023

U.S. population of affected vehicles: 9. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
On the affected vehicles, a front select-fit shim is missing within the transmission. Over time, the
transmission shift quality performance may degrade and transmission shifts may become rough and
jerky. If the issue progresses without repair, a powertrain wrench light may illuminate in the cluster.
SERVICE ACTION
Dealers are to replace the transmission. This service must be performed on all affected vehicles at no
charge to the vehicle owner.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs (rentals are
authorized – see Rental Vehicles).
o Re-deliver the owner’s vehicle after repairs have been completed.

 Copyright 2025 Ford Motor Company

•

Pick-Up & Delivery, towing, and alternative transportation should be made available for all
customers. Refer to the Rental and Claiming sections for further details.

ESSENTIAL SPECIAL SERVICE TOOLS
If you do not have the special tools needed, please contact 1-800 ROTUNDA and choose option 3 to
place an order to purchase.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of February 24, 2025 or sooner. Dealers should
repair any affected vehicles that arrive at their dealerships, whether or not the customer has received
a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• 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 2025 Ford Motor Company

Administrative Information
Page 1 of 5
Customer Satisfaction Program 24B59
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 February 18, 2025.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 18,
2025. Owner names and addresses will be available by March 3, 2025.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 2 of 5
Customer Satisfaction Program 24B59

RENTAL VEHICLES
Dealers are pre-approved for up to 2 days for a rental vehicle. Follow Customer Loyalty Program
(CLP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is at the
dealership for part replacement. Prior approval for more than 2 rental day(s) is required from the
Centralized Loaner Support Team. Contact the Centralized Loaner Support Team via the CRC Dealer
Portal for consideration and approval if appropriate.
The CRC Dealer Portal Job Aid can be referenced at:
fmcdealer.dealerconnection.com/content/dam/fmcdealer/documents/parts_service/cust_sat/GCCT/Pa
ges/FSALoanerProgram.pdf
TOWING
If towing is required, dealers are authorized to claim up to a maximum value of $250 to provide towing
services for this program.
FORD PICK-UP & DELIVERY
• Dealers participating in the Remote Experience Program:
o Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional
details.
• Dealers NOT participating in the 2025 Remote Experience Program:
o Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
o Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.
LINCOLN PICK-UP & DELIVERY
• Owners of Lincoln vehicles within a 4 year / 50,000-mile warranty have the option of
requesting Pick-Up & Delivery service, from their dealership. For details, reference EFC15921,
2025 Lincoln Pick-Up & Delivery Program Announcement.
• For Lincoln vehicles outside of 4 years / 50,000-mile warranty, refer to refer to EFC16075,
Announcing the 2025 Remote Experience Program.
• Dealers NOT participating in the 2025 Remote Experience Program:
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 3 of 5
Customer Satisfaction Program 24B59
ALTERNATIVE TRANSPORTATION
If a customer is unable or does not wish to rent a vehicle but still requires transportation, the rental
reimbursement allowance can be used for alternative transportation. Alternative transportation is
approved for $100 per day for both Ford and Lincoln customers. The dollar-per-day allowance can be
cumulative across multiple rides per day (e.g., ride to work $20 and ride home $24).
• Alternative transportation reimbursement can be claimed for both short-term and long-term
scenarios.
•

Any amount over the cost-per-day limits will be the customer’s responsibility.

•

The customer will need to pay upfront and provide proof of payment to the dealer.

•

Dealers will then need to submit for reimbursement following the Rental Vehicle
Reimbursement Process and then refund the customer.

Examples of alternative transportation:
• Taxi
• Public Transportation - Subway, Train, or Bus
• Rideshare alternatives (Uber, Lyft, etc.)
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 FSAs / 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
o Lincoln vehicles – 4 years or 50,000 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 2025 Ford Motor Company

Administrative Information
Page 4 of 5
Customer Satisfaction Program 24B59
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 August
31, 2024. FSA repairs will reject and the claim will not be paid if the repairing technician is not
certified in STST Competency 10 FSA. See EFC15936 for more details.
• 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: 24B59
 Customer Concern Code (CCC): P83
 Condition Code (CC): 39
 Causal Part Number: 7000, 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.
• Rentals: For rental vehicle claiming, follow Customer Loyalty Program (CLP) guidelines for
dollar amounts. Enter the total amount of the rental expense under the Miscellaneous Expense
code RENTAL.
• Lincoln Pick-Up & Delivery: Claims for Lincoln Pick-Up & Delivery should be submitted on a
separate line from the FSA. Refer to EFC15921, 2025 Lincoln Pick-Up & Delivery Program
Announcement for details.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, refer to refer to EFC16075,
Announcing the 2025 Remote Experience Program.
o Dealers NOT participating in the 2025 Remote Experience Program
 For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor
claiming table below.
• Ford Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program:
 Refer to EFC16075, Announcing the 2025 Remote Experience Program for
additional details.
o Dealers NOT participating in the 2025 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
documentation.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 5 of 5
Customer Satisfaction Program 24B59
•

•

•

•

Additional parts not listed in the parts section: Additional parts such as fasteners and
fluids may be submitted on the same repair line on which the FSA is claimed. Additional parts
totaling more than $450.00 requires prior approval from the SSSC.
Parts Handling Allowance: A parts handling allowance is being provided, unless otherwise
notified by the Company or as provided by state law, in addition to the dealer cost of the
transmission. To claim the allowance, enter $330.00 as HANDLG in the Misc. Expense area of
the claim form.
Provision for Additional Parts Not Listed in the Parts Section Plus Locally Obtained
Supplies: Includes fasteners, fluids, thread locker, multi-purpose grease, etc. Submit on the
same line as the repair.
o Program Code: 24B59
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $450.00
Provision for Towing: Dealers are authorized to claim up to a maximum value of $250 to
provide towing services for completing this program. Submit on the same line as the repair.
o Program Code: 24B59
o Misc. Expense: TOW
o Misc. Expense: Claim up to $250.00

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 24B59
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Super Duty; 6.8L 10R100 4X4- Replace transmission and
flush cooler

MT24B59B

M-time up to
6.9 Hours

Super Duty; 6.8L 10R100 4X2 – Replace transmission and
flush cooler

MT24B59C

M-time up to
5.9 Hours

Expedition 3.5L GTDI 4x4 - Replace transmission and flush
cooler

MT24B59D

M-time up to
8.0 Hours

Navigator; 3.5L GTDI 4x4 - Replace transmission and flush
cooler

MT24B59F

M-time up to
8.3 Hours

MT24B59G

M-time up to
7.1 Hours

MT24B59H

M-time up to
9.7 Hours

Transit, Without Lane Departure Warning - Additional Time
to Check and Correct Front Toe

MT24B59I

M-time up to
1.0 Hour

Transit With Lane Departure Warning: Additional Time to
Check and Correct Front Toe and Align LDW Camera
System

MT24B59J

M-time up to
1.4 Hours

Transit With Running Boards - Additional Time to Remove
and Install Running Boards

MT24B59K

M-time up to
0.3 Hours

Lincoln Vehicle Pick-Up & Delivery Allowance: Only
vehicles outside of Lincoln Pick-Up & Delivery contract
coverage of 4 years/50,000 miles for dealers NOT
participating in the 2025 Remote Experience Program
NOTE: This allowance is for dealer-performed vehicle PickUp & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.

24B59LL

0.5 Hours

Ford Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2025 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle PickUp & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.

24B59PP

0.5 Hours

Transit; 3.5L RWD - Replace transmission and flush cooler
Transit; 3.5L AWD - Replace transmission and flush cooler

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 24B59

Order the parts below through normal order processing channels:
Service Part
Number

Claim
Quantity

Package
Order
Quantity

Number
in
Package

PC3Z-7000-P

1

1

1

Transmission - Super Duty

NL1Z-7000-B

1

1

1

Transmission – Expedition/Navigator

LK4Z-7000-C

1

1

1

Transmission – Transit

Description

LK4Z-7000-HA
1
1
1
Transmission - Transit
To guarantee the shortest delivery time, an emergency order for parts must be placed.
NOTE: For additional required miscellaneous parts such as fasteners, fluids, gaskets, etc., enter the
vehicle identification number (VIN) in Professional Technician System (PTS), refer to the correct
Workshop Manual (WSM) Section 307-01 for service procedures and parts catalog for transmission
replacement.
DEALER PRICE
For the latest prices, refer to DOES II.
HANDLING ALLOWANCE
An allowance of $330.00 per repair is being provided unless otherwise notified by the Company or as
provided by state law, in addition to the dealer cost of the transmission.
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.
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’s 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.

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 3 of 3
Customer Satisfaction Program 24B59
•

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.
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 2025 Ford Motor Company

Ford Motor Company
División de Servicio al Cliente
PO Box 1904
Dearborn, Michigan 48121

Programa de satisfacción del cliente 24B59

Febrero 2025

Sr. Juan Pérez
Calle Principal 123
Ciudad, EE. UU. 12345
12345678901234567
El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad,
sino que también lograr la plena satisfacción del cliente. Para demostrar este compromiso, estamos
proporcionando un programa de satisfacción del cliente sin cargo para su vehículo.
¿Por qué recibe este
aviso?

En su vehículo, es posible que falte una cuña de ajuste selectivo delantera
en la transmisión.