NHTSA ID Number: 11031778
Manufacturer Communication Number: 25N12
TSB/Document Date: 2026-04-30
Summary
Customer Satisfaction Program 25N12 Certain 2020-2025 Model Year Transit All-Wheel-Drive (AWD) Vehicles Transfer Case Replacement If Required After Dealer Evaluation
Ford Motor Company
Customer Service Division
PO Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 25N12
April 2026
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?
Although your vehicle’s transfer case is likely functioning normally, we are
pleased to let you know that, for your peace of mind, Ford Motor Company
is providing a one-time repair on the transfer case if your dealer determines
a replacement is required, and if your vehicle is within certain time and
mileage limitations.
What is the effect?
Your vehicle’s transfer case may develop damage as a result of repeated
high-torque acceleration from a stop consistent with certain severe-duty
vehicle usage. Over time, fatigue failure of the transfer case thrust bearing
can create loose metal debris in the system and distribute it throughout the
transfer case, damaging other internal components and affecting vehicle
performance. In the event of transfer case thrust bearing damage, you may
observe the cluster message “AWD Fault Service Required” accompanied
by a wrench light.
What will Ford
and
your dealer do?
Parts are available if your vehicle requires a repair. Please confirm parts
availability with your dealer when scheduling an appointment. Under the
terms of the program, a one-time replacement of the transfer case, if
required, is available for a total of 10 years or 100,000 miles from the
warranty start date, whichever occurs first, free of charge (parts and labor).
If your vehicle has already exceeded either time or mileage limits listed
above, this one-time repair offer will last through April 30, 2027. Coverage is
automatically transferred to subsequent owners. 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 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.
Copyright 2026 Ford Motor Company
What should you do?
You do not need to return to your dealer for this repair unless you have a
drivability concern related to the transfer case. Please keep this letter as a
reminder of the one-time repair offer for your transfer case. If the transfer
case requires replacement, and your vehicle is within the indicated
time/mileage limitations, contact your dealer to schedule a service
appointment for Customer Satisfaction Program 25N12. 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 Ford 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.
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 or lessee.
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.
If you have questions or concerns, please contact our Ford Recall
Assistance Center (RAC) at 1-866-436-7332 and one of our
representatives will be happy to assist you. The RAC is open on weekdays
from 8:30 AM – 7:00 PM (Eastern Time). TTY/TDD users, please contact
the RAC 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.
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll-free at 1-800444-3311. Representatives are available 24 hours a day.
To view the letter in
Spanish
visit: fordtranslatehub.com
Para ver la carta en
español
viste: fordtranslatehub.com
Open the QR reader application or the camera on your smartphone. Point it
at the QR code, then tap the banner that appears on your device. Follow the
instructions on the screen to finish.
Abre la aplicación del lector QR o la cámara de tu smartphone. Apunta al
códig o QR y pulsa el banner que aparece en tu dispositivo. Sigue las
instrucciones en pantalla para terminar.
Copyright 2026 Ford Motor Company
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Customer Service Division
Copyright 2026 Ford Motor Company
Ford Motor Company
División de Servicio al Cliente
PO Box 1904
Dearborn, Michigan 48121
Programa de satisfacción del cliente 25N12
Abril 2026
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 también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos
el Programa de satisfacción del cliente sin costo alguno para su vehículo.
¿Por qué recibe este
aviso?
Si bien la caja de transferencia de su vehículo parece estar funcionando
con normalidad, para su tranquilidad, Ford Motor Company está ofreciendo
una reparación única de la caja de transferencia si su concesionario
determina que es necesario reemplazarla y si su vehículo se encuentra
dentro de ciertos límites de tiempo y millaje.
¿Cuál es el efecto?
La caja de transferencia de su vehículo puede sufrir daños como resultado
de aceleraciones repetidas de alto par desde parado, propias de ciertos
usos intensivos del vehículo. Con el tiempo, la falla por fatiga del cojinete
de empuje de la caja de transferencia puede crear residuos metálicos
sueltos en el sistema y distribuirlos por toda la caja de transferencia, lo cual
daña otros componentes internos y afecta el rendimiento del vehículo. En
caso de daños en el cojinete de empuje de la caja de transferencia, es
posible que observe el mensaje en el panel de instrumentos "Falla de AWD.
Servicio requerido" junto con una luz de llave.
¿Qué medidas
adoptarán Ford y su
concesionario?
Si su vehículo requiere una reparación, las piezas se encuentran
disponibles. Confirme la disponibilidad de piezas con el concesionario al
programar una cita. Según los términos del programa, se encuentra
disponible un reemplazo único de la caja de transferencia, si fuera
necesario, por un total de 10 años o 100,000 millas a partir de la fecha de
inicio de la garantía, lo que ocurra primero, sin costo alguno (piezas y mano
de obra). Si su vehículo ya superó los límites de tiempo o de millaje
anteriormente indicados, esta oferta de reparación única estará vigente
hasta el 30 de abril de 2027. La cobertura se transferirá automáticamente a
los siguientes propietarios. Este es un programa de reparación única.
Copyright 2026 Ford Motor Company
¿Cuánto tiempo
tomará?
Si se debe reemplazar el componente mencionado anteriormente, el tiempo
necesario para esta reparación es de un día. Sin embargo, debido a los
requisitos de planificación de servicio, es posible que su distribuidor tarde
un poco más. Es posible que se requiera más tiempo para permitir que el
motor se enfríe antes de realizar esta reparación.
¿Qué debe hacer?
No es necesario que regrese al concesionario para esta reparación a
menos que tenga algún problema de manejabilidad relacionado con la caja
de transferencia. Conserve esta carta como recordatorio de la oferta de
reparación por única vez de la caja de transferencia. Si es necesario
reemplazar la caja de transferencia y el vehículo se encuentra dentro de los
límites de tiempo/millaje indicados, comuníquese con su concesionario para
programar una cita de servicio para llevar a cabo el Programa de
satisfacción del cliente 25N12. Su distribuidor reemplazará las piezas sin
costo alguno.
Si aún no tiene un concesionario para realizar el servicio, puede acceder a
ford.com/support para conocer las direcciones de los concesionarios, ver
mapas y obtener las instrucciones para llegar.
NOTA: Puede recibir información sobre las campañas y los programas de
satisfacción del cliente a través de la aplicación Ford. La aplicación se
puede descargar a través de App Store o Google Play. Adicionalmente,
existen otras funciones como reserva de estacionamientos en determinados
lugares, además de control de ciertas funciones en el vehículo (bloqueo o
desbloqueo de puertas, arranque remoto) si así está equipado para permitir
el control.
¿Qué pasa si ya no
es el propietario del
vehículo?
Si usted ya no es el propietario del vehículo y tiene la dirección del
propietario actual, le solicitamos que le reenvíe esta carta. Recibió este
aviso porque nuestros registros indican que es el propietario o arrendatario
actual.
¿Podemos hacer algo
más por usted?
Si tiene problemas para reparar su vehículo de inmediato y sin costo
alguno, comuníquese con el Gerente de Servicio de su concesionario para
solicitar ayuda.
si tiene dudas o preguntas, comuníquese con nuestro Centro de
Asistencia de Campañas Ford (RAC) al 1-866-436-7332 y uno de
nuestros representantes con gusto lo atenderá. El RAC está abierto de
lunes a viernes de 8:30 a. m. a 7:00 p. m. (hora del este). Si es usuario de
TTY/TDD, comuníquese con el RAC al número que se menciona, mediante
el servicio de retransmisión de telecomunicaciones, para esto, marque
el 711.
Si desea comunicarse con nosotros a través de Internet, nuestra dirección
es ford.com/support.
PROPIETARIOS DE CASAS RODANTES: Si tiene dudas o preguntas,
comuníquese con nuestro Centro de asistencia a clientes de casas
rodantes sin costo alguno al 1-800-444-3311. Los representantes se
encuentran disponibles las 24 horas del día.
Copyright 2026 Ford Motor Company
Para ver la carta en
español
visite: fordtranslatehub.com
Abre la aplicación del lector QR o la cámara de tu smartphone. Apunte al
código QR y pulse el banner que aparece en su dispositivo. Siga las
instrucciones en pantalla para finalizar.
Como parte de la comunidad Ford, agradecemos su atención en este asunto sumamente importante
y su lealtad.
División de Servicio al Cliente
Copyright 2026 Ford Motor Company
Service Engineering Operations
Customer Service Division
Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121
April 2, 2026
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 25N12
Certain 2020-2025 Model Year Transit All-Wheel-Drive (AWD) Vehicles
Transfer Case Replacement If Required After Dealer Evaluation
PROGRAM TERMS
This program provides a no-cost one-time replacement (if needed) of the transfer case assembly for
10 years of service or 100,000 miles from the warranty start date of the vehicle, whichever occurs
first.
This is a one-time repair. If a vehicle has already exceeded either the time or mileage limits, this nocost repair will last through April 30, 2027. Coverage is automatically transferred to subsequent
owners.
AFFECTED VEHICLES (U.S. Population Of Affected Vehicles 128,675):
Vehicle
Model Year
Assembly Plant
Transit
2020-2025
Kansas City
Affected vehicles are identified in OASIS.
Build Date Range
May 1, 2019 through January 26, 2025
REASON FOR PROVIDING A NO-COST REPAIR
Warranty part analysis and bench testing has shown that transfer case thrust bearing damage can
occur as a result of repeated high-torque acceleration from a stop consistent with certain severe-duty
vehicle usage. Over time, fatigue failure of the thrust bearing can create loose metal debris in the
system and distribute it throughout the transfer case, damaging other internal components and
affecting vehicle performance. In the event of transfer case thrust bearing damage, customers may
observe the cluster message “AWD Fault Service Required” accompanied by a wrench light.
SERVICE ACTION
If diagnosis leads to internal transfer case damage, dealers are to replace the transfer case. 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.
Copyright 2026 Ford Motor Company
FSA PROGRAM OPTIONS
Program Option
Eligibility
Comments
Mobile Repair
No
See Mobile Service Repair Assessment
Level section below, if applicable.
Over-the-Air (OTA)
Update
No
See Over-The-Air (OTA) Updates section
of the FSA Policy Document, if applicable.
Rentals
No
See the Rental Vehicles section below, if
applicable.
Alternative
Transportation Available
No
See Alternate Transportation section in
the FSA Policy Document.
Pickup & Delivery (PDL)
No
See Pickup & Delivery section in the FSA
Policy document.
No
See Towing section below, if applicable.
Essential Special Service
Tools (ESST)
Yes
See Technical Instructions and/or
Workshop Manual (WSM) as needed.
Administrative Allowance
No
See Administrative Allowance section in
FSA Policy Document, and if applicable,
Labor Allowances table below.
Owner Refunds
No
See Owner Refunds section below, if
applicable.
Photo Submission
No
See Repair Photo Submission section
below, if applicable.
Note: For further information on certain Program Options above, see the corresponding section within
the FSA Policy Document.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of April 13, 2026 or sooner. Dealers should repair
any affected vehicles that experience transfer case damage whether or not the customer has received
a letter.
ATTACHMENTS
• Technical Instructions
• Owner Notification Letter
REFERENCE MATERIAL
• Warranty & Policy Manual (located on FMCDealer Warranty Portal Page):
www.fmcdealer.dealerconnection.com/content/fmcdealer/us/en/parts_service/wty.html
• FSA Policy Document (located on FMCDealer FSA Resources Page for Ford and Lincoln
dealerships):
www.fmcdealer.dealerconnection.com/content/fmcdealer/us/en/parts_service/fsa/rsc.html
• FSA Policy Document (located on the Fleet SharePoint site for Fleets with in-house warranty):
https://azureford.sharepoint.com/sites/OneWarrantySolution/usfleet/SitePages/Home.aspx
Copyright 2026 Ford Motor Company
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 2026 Ford Motor Company
Customer Satisfaction Program 25N12
Administrative Information
Page 1 of 2
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not a Mobile Service Repair
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TSB/Document ID: 25N12
Replacement Service Bulletin Number:
MFR Communication Date: 2026-04-02
MFR Internal Campaign ID/Software Version:
Communication Type: Other
NHTSA Components: POWER TRAIN
MFR Component System:
MFR Component Subsystem:
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