Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

June 5, 2026
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Recommended Repair Prior to Sale
Customer Satisfaction Program 26B11
Certain 2025 Model Year Expedition and Navigator Vehicles
Front and Rear Door Paint Correction and Upper Moulding Isolator Installation

PROGRAM TERMS
This program will be in effect through June 30, 2027. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of June 30, 2027 to encourage dealers
and customers to have this service performed as soon as possible.
AFFECTED VEHICLES (U.S. Population Of Affected Vehicles 44,525):
Vehicle

Model Year

Assembly Plant

Build Date Range

2025

Kentucky Truck

January 8, 2025 through June 27, 2025

Expedition
Navigator

We recommend dealers utilize their FSA VIN Lists’ names and addresses to contact customers with
affected vehicles. This will help minimize the number of vehicles that may have upper door paint rub
through, which requires a more extensive repair. FSA VIN Lists are expected to be available on June
5, 2026.
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
On all of the affected vehicles, a moulding was installed on the passenger doors with insufficient gap
between the moulding and the door paint. On some vehicles, this can cause the upper door paint to
rub through.
SERVICE ACTION
Dealers are to remove the four upper door mouldings at the B pillar area and inspect for paint
scratches. If scratches are present, then the paint will be repaired with touch-up paint. A rubber
isolator will be installed on all four mouldings to prevent future damage. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
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.

 Copyright 2026 Ford Motor Company

FSA PROGRAM OPTIONS (Continued)
Program Option

Eligibility

Comments

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)

Yes

See Pickup & Delivery section in the FSA
Policy document.

Towing

No

See Towing section below, if applicable.

Essential Special Service
Tools (ESST)

No

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 June 8, 2026 or sooner. Dealers should repair
any affected vehicles that arrive at their dealerships, whether or not the customer has received a
letter.
ATTACHMENTS
•
•

Technical Instructions
Owner Notification Letters

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
The Mobile Repair / Vehicle Pickup & Delivery Record can be found on the Technical
Assistance tab in PTS:
https://www.fordtechservice.dealerconnection.com

 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 26B11

Administrative Information
Page 1 of 2

MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not a Mobile Service Repair (MRA5)
OASIS ACTIVATION
OASIS will be activated on June 5, 2026.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on June 5, 2026.
Owner names and addresses will be available by June 26, 2026.
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.

IN-STOCK VEHICLES
•
•

Correct all affected units in your new vehicle inventory before delivery.
If OASIS is activated, identify and correct 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.
RENTAL VEHICLES
Rental vehicles are not approved for this program.

 Copyright 2026 Ford Motor Company

Customer Satisfaction Program 26B11

Administrative Information
Page 2 of 2

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:
o Submit an Approval Request to the SSSC Web Contact Site before completing the
repair.
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 be rejected, 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: 26B11
 Customer Concern Code (CCC): N40
 Condition Code (CC): 70
 Causal Part Number: 7820554, Quantity 1
o If other services are requested on the same RO, please complete them. Once they are
completed, and if the customer elects to take delivery of their vehicle while waiting for
parts to arrive to complete this program, dealers should close the repair order.
Reference to W&P manual section 1.3.09 for detailed information associated with
these applicable process steps.
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

 Copyright 2026 Ford Motor Company

Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 26B11
LABOR ALLOWANCES
Note: Only one labor operation may be claimed from this table. (Additional supplemental labor
operations may be claimed from the Supplemental Labor Allowances table.)
Description
Remove all four door upper mouldings, remove foam, clean the
mouldings, install rubber isolator, and reinstall the mouldings.
This labor operation code closes the FSA.

Labor
Operation

Labor Time
Hour(s)

26B11B

3.2

SUPPLEMENTAL LABOR ALLOWANCES These labor operation codes DO NOT close the FSA.
Note: Claim any relevant supplemental labor operations in addition to the primary labor operation.
Description

Labor
Operation

Labor Time
Hour(s)

Extra time for 360 degree camera alignment (if equipped)

26B11C

0.5

Tape, clean, and touch up paint one door.
Cannot be claimed with E, F, or G.

26B11D

0.1

Tape, clean, and touch up paint two doors.
Cannot be claimed with D, F, or G.

26B11E

0.2

Tape, clean, and touch up paint three doors.
Cannot be claimed with D, E, or G.

26B11F

0.3

Tape, clean, and touch up paint four doors.
Cannot be claimed with D, E, or F.

26B11G

0.4

Lincoln Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2026 Remote Experience
Program Dealers AND vehicles outside of Lincoln Pick-Up &
Delivery contract coverage of 4 years/50,000 miles.
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.

26B11LL

0.5

Ford Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2026 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.

26B11PP

0.5

 Copyright 2026 Ford Motor Company

Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 26B11
PARTS REQUIREMENTS / ORDERING INFORMATION
Inspection required, see Technical Instructions.
Service Part
Number

Claim
Quantity

Package
Order
Quantity

Number in
Package

Description

SL1Z-7820555-A

1

1

1

Left Front isolator

SL1Z-7820554-A

1

1

1

Right Front isolator

SL1Z-78255A35-A

1

1

1

Left Rear isolator

SL1Z-78255A34-A

1

1

1

Right Rear isolator

Paint pen (*verify color and part
number using parts catalog and
OASIS)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
If other services are requested on the same RO, please complete them. Once they are completed,
and if the customer elects to take delivery of their vehicle while waiting for parts to arrive to complete
this program, dealers should close the repair order. Reference to W&P manual section 1.3.09 for
detailed information associated with these applicable process steps.
****-19500-*****

Up to 1 if
needed

1

1

DEALER PRICE
For the latest prices, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
Please refer to the FSA Policy Document for any and all questions on parts.
EXCESS STOCK RETURN
Please refer to the FSA Policy Document for any and all questions on parts.
REPLACED FSA PARTS INSPECTION AND SIGNATURE
Please refer to the FSA Policy Document for any and all questions on parts.

 Copyright 2026 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 6
CUSTOMER SATISFACTION PROGRAM 26B11

CERTAIN 2025 MODEL YEAR NAVIGATOR AND EXPEDITION VEHICLES —
FRONT AND REAR DOOR PAINT CORRECTION AND UPPER MOULDING
ISOLATOR INSTALLATION
SERVICE PROCEDURE
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.
IMPORTANT! This procedure was modified from the original Workshop Manual (WSM)

procedure. Follow technical instructions carefully. The Aft Rear Door Upper

Moulding does not need to be removed for this repair.
NOTE: A video of the service procedure can be found by clicking the video icon.

NOTE: Touch up paint steps not shown in the video.
1. Remove the Left-Hand (LH) and Right-Hand (RH) Front Door Upper Mouldings. Follow the Workshop
Manual (WSM) procedures in Section 501-08. See Figure 1.

A Mouldings. Follow the WSM procedures in
2. Remove the LH and RH Fore Rear Door Upper
Section 501-08. See Figure 1.
NOTE: The Aft Rear Door Upper Moulding does not need to be removed for this repair.
A. Front Door Upper Moulding
B. Fore Rear Door Upper Moulding
C. Aft Rear Door Upper Moulding - DO NOT REMOVE

B

C

A

25546F

CPR © 2026 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2026

FIGURE 1

TECHNICAL INSTRUCTIONS
PAGE 2 OF 6
CUSTOMER SATISFACTION PROGRAM 26B11

3. Inspect the upper channel of all four doors for paint scuffing. See Figure 2.
- Was any paint scuffing found to the upper channel of any of the four doors?

YES - Proceed to Step 4.

NO - Proceed to Step 7.
NOTE: Driver side front door shown, others are similar.
A. Example Of Paint Scuffing
B. Upper Channel

A

B

25546A

FIGURE 2

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2026 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2026

PLACE COPY HERE
PLACE COPY HERE

TECHNICAL INSTRUCTIONS
PAGE 3 OF 6
CUSTOMER SATISFACTION PROGRAM 26B11

4. Using masking tape, cover the surrounding surface above the upper channel where paint scuff was
found. See Figure 3.
A. Top corner of the door
B. Surface behind the moulding

A

B
25546B

FIGURE 3
5. Clean the surface that will require the touch up paint with isopropyl alcohol.
NOTE: Find the paint code by entering the VIN into PTS, or by inspecting the vehicle's LH front door
jamb.
NOTE: Before beginning step 6, make sure you apply the paint correction to the damaged area ONLY.
6. Apply touch up paint with a dab technique utilizing the applicator. Follow the directions on the paint
pen for appropriate dry time.
NOTE: Repeat steps 4-6 on all doors with paint scratches in the upper channel.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2026 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2026