Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24N12 - Supplement #1
Certain 2021 - 2022 Model Year Various Vehicles
Engine Valve Inspection Test

REF:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Safety Recall 24S55 – Supplement #1
Dated: August 15, 2025

August 25, 2025

Customer Satisfaction Program 24N12
Dated June 19, 2025
New! REASON FOR THIS SUPPLEMENT
• Rental Vehicles: Added specification that long block replacement must be approved by SSSC
for rental coverage to apply.
• Labor Allowances: Added labor operation for photo submission on all vehicles and labor
operation for borescope inspection.
• SSSC Approval: Borescope photo submission required for long block approval.
• Parts Handling Allowance: Added additional allowance claiming information for engine
replacement.
• Attachments: Technical Instructions have been added to the program.
PROGRAM TERMS
This program provides a no-cost, one-time repair (if needed) for an engine long block replacement for
vehicles that completed the 24S55 inspection process. This program will be in effect for 10 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, this no-cost, one-time repair will
last through June 30, 2026.
Coverage is automatically transferred to subsequent owners.

 Copyright 2025 Ford Motor Company

VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant

Build Date Range

Aviator

2021- 2022

Chicago Plant

June 7, 2021 through October 31, 2021

Aviator

2021- 2022

Chicago SHO
Center

June 14, 2021 through October 13, 2021

Bronco

2021- 2022

Michigan Plant

May 1, 2021 through October 30, 2021

Edge

2021- 2022

Oakville Plant

May 10, 2021 through October 29, 2021

Explorer

2021- 2022

Chicago Plant

June 7, 2021 through October 31, 2021

Explorer

2021

Chicago SHO Plant

June 7, 2021 through October 12, 2021

F-150

2021- 2022

Dearborn Plant

May 1, 2021 through October 31, 2021

F-150

2021- 2022

Kansas City Plant

June 15, 2021 through October 31, 2021

Nautilus

2021- 2022

Oakville Plant

May 10, 2021 through October 29, 2021

U.S. population of affected vehicles: 91,127. Affected vehicles are identified in OASIS.
Note: Some vehicles may have been repaired or are in the process of being repaired at the assembly
plant. Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA
can be returned for credit if required. See the EXCESS STOCK RETURN details in Attachment II for
more information.
REASON FOR PROVIDING A NO-COST, REPAIR
Affected vehicles need to have completed the engine valve inspection test for safety recall 24S55.
This program provides coverage for a long block engine replacement should a customer require
engine replacement due to a cracked engine valve at a subsequent date.
SERVICE ACTION
If an affected vehicle exhibits an engine valve failure concern and has completed 24S55, dealers are
to contact the SSSC for specific instructions on how to verify this engine failure is related to FSA
24S55. 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 will be mailed the week of August 25, 2025. Dealers should repair any affected
vehicles that arrive at their dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• 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 3
Customer Satisfaction Program 24N12 - Supplement #1
OASIS ACTIVATION
OASIS has been activated since June 19, 2025.
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
Vehicles with canceled warranties are not eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
New! RENTAL VEHICLES
Dealers are pre-approved for up to 3 days for a comparable rental vehicle if SSSC approval is
received for long block replacement. 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 3 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.
Dealers may request a rental vehicle when Ford parts are on backorder; prior approval is required
from the Centralized Loaner Support Team via the CRC Dealer Portal.
• If the vehicle is off road, then refer to EFC 14236. Vehicle Off Road (VOR) escalation is
required in DOW.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 24N12 - Supplement #1
New! REPAIR PHOTO SUBMISSION
Ford has requested photo evidence prior to performing the engine long block replacement repair for
this FSA.
• The SSSC must provide approval prior to performing the engine long block replacement
repair.
• Contact the SSSC and upload the necessary photo or copy of documentation as an
attachment for review. Submit borescope photos. This can be done in two ways:
o Directly in the SSSC contact request form while submitting your contact on your
desktop.
o Via PTS Mobile under the Images / Files Upload menu selection
 You should select SSSC in the sub-menu and ensure your P&A code is correct.
Upload the photo(s) by selecting the appropriate FSA with the option to use a
prior contact ID. These photo(s) will be associated with your SSSC contact
during submission.
 If you have not submitted a SSSC contact yet, then you can still upload the
photo(s) via PTS Mobile, and the photo(s) will be available when opening your
SSSC contact for this VIN and recall.
• Upon approval, the SSSC will provide an approval code that must be used for claiming.
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 outside new vehicle bumper-to-bumper warranty coverage:
o Submit an Approval Request to the SSSC Web Contact Site before completing the
repair.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24N12 - Supplement #1
New! 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.
This program is exempt from the Software Verification Approval Code Requirement.
• 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 24N12 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: 24N12
 Customer Concern Code (CCC): D50
 Condition Code (CC): 42
 Causal Part Number: 6006 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.
• 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
replacement engine. To claim the allowance, enter $600 as HANDLG in the Misc. Expense
area of the claim form.
• Provision for Locally Obtained Supplies: Includes broken bolts, fluids, and other
miscellaneous one-time use parts per vehicle. Submit on the same line as the repair.
o Program Code: 24N12
o Misc. Expense: OTHER
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 24N12 - Supplement #1
New! LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Aviator AWD - Replace Long Block

MT24N12E

Up To 21.2 Hours

Aviator RWD - Replace Long Block

MT24N12F

Up To 20.5 Hours

Explorer AWD - Replace Long Block
Explorer RWD - Replace Long Block

MT24N12G

Up To 21.5 Hours

MT24N12H

Up To 21.2 Hours

Edge AWD - Replace Long Block

MT24N12J

Up To 17.6 Hours

Nautilus AWD - Replace Long Block

MT24N12K

Up To 17.6 Hours

Nautilus FWD - Replace Long Block

MT24N12L

Up To 16.4 Hours

Bronco 2.7L - Replace Long Block

MT24N12M

Up To 15.1 Hours

Bronco 3.0L - Replace Long Block

MT24N12N

Up To 15.8 Hours

F-150 4x4 - Replace Long Block

MT24N12P

Up To 16.3 Hours

F-150 4x2 - Replace Long Block

MT24N12Q

Up To 15.8 Hours

All Vehicles- Boroscope the engine to inspect for broken
valve damage.
This labor operation can only be claimed with SSSC
approved long block replacement

MT24N12R

Up to 2.0 Hours

Time allowed to submit SSSC contact with borescope
images showing evidence of cylinder damage from a broken
valve.

24N12ZZ

0.2 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
Pick-Up & Delivery for dealership repairs only. Can
only be claimed once, regardless of outstanding FSAs
repaired.

24N12LL

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
Pick-Up & Delivery for dealership repairs only. Can
only be claimed once, regardless of outstanding FSAs
repaired.

24N12PP

0.5 Hours

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 24N12 - Supplement #1
New! PARTS REQUIREMENTS / ORDERING INFORMATION
NOTE: Parts should only be ordered after SSSC approval is received for long block
replacement under this program.

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

Claim
Quantity

Package
Order
Quantity

Number in
Package

RL3Z 6006 A

1

1

1

F-150 Long Block

PB2Z 6006 B

1

1

1

Bronco 2.7L Long Block

N2DZ 6006 B

1

1

1

Bronco 3.0L Long Block

KT4Z 6006 B

1

1

1

Edge ST and Nautilus Long Block

L1MZ 6006 E

1

1

1

Explorer and Aviator Gas Long Block

Description

L1MZ 6006 F
1
1
1
Explorer PHEV and Aviator PHEV Long Block
To guarantee the shortest delivery time, an emergency order for parts must be placed.
NOTE: For additional required parts such as gaskets, fasteners, seals, fluids, etc., refer to the
Workshop Manual (WSM) procedures.
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.

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 3 of 3
Customer Satisfaction Program 24N12 - Supplement #1
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.
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
Customer Service Division
PO Box 1904
Dearborn, Michigan 48121

Customer Satisfaction Program 24N12

August 2025

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?