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 August 7, 2025.

FSA VIN Lists Activation

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 7, 2025. Owner names and addresses will be available by August 29, 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 recall 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 recall.

Sold Vehicles

• Ford has not issued instructions to stop selling/delivering or driving used vehicles under this safety recall. Owners should contact their dealers for an appointment to have their vehicles remedied as soon as practicable.
• 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.

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 recall.

Owner Refunds

• This Safety Recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle.
• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed before the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at PO Box 6251, Dearborn, MI 48121-6251.
• 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.
• Refunds will only be provided for the cost associated with replacement of rear shock absorbers due to missing or leaking external reservoirs.

Rental Vehicles

Rental vehicles are not approved for this program.

Ford Pick-Up & Delivery

• Dealers participating in the Remote Experience Program:
  • Refer to EFC16629, Announcing the 2025 Remote Experience Program for additional details.
• 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.

Repair Photo Submission

Ford has requested photo evidence prior to performing the repair for this FSA.

• The SSSC must provide approval prior to performing the repair.
• Use APPROVAL REQUEST contact type ONLY.
• Contact the SSSC and upload the necessary photo or copy of documentation as an attachment for review. Photos of the VIN, RO and of the leaking or missing rear shock absorber reservoir(s) are to be submitted for review. This can be done in two ways:
  • Directly in the SSSC contact request form while submitting your contact on your desktop.
  • 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 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.
  • Ford vehicles – 3 years or 36,000 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.

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.
  • When entering claims, select claim type 31: Field Service Action. The FSA number 25S01 is the subcode.
  • 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.
• Refunds: Submit refunds on a separate repair line.
  • Program Code: 25S01
  • Misc. Expense: ADMIN
  • Misc. Expense: REFUND
  • Misc. Expense: 0.2 Hrs.
  • 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.
• Ford Pick-Up & Delivery:
  • Dealers participating in the Remote Experience Program – Refer to EFC16629, Announcing the 2025 Remote Experience Program for additional details.
  • 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.

Labor Allowances

Parts Requirements / Ordering Information

Restricted Part Ordering:

To place an order for rear shock absorber(s), submit a VIN-specific Part Order contact via the SSSC Web Contact Site. You will need to provide the approval code given to proceed with shock absorber replacement.

Order the parts below through normal order processing channels:

Inspection required, see Technical Instructions.

Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes.

Order the parts below through normal order processing channels:

Inspection required, see Technical Instructions.

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.

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 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.

• 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.