SECTION 4 – FORD/LINCOLN PROGRAM POLICIES

4.1 OVERVIEW OF FIELD SERVICE ACTIONS (FSAs)

4.1.1 Introduction

There are generally two types of FSAs.

• Recall Programs (proactive)
• FSA-Customer Satisfaction Programs
• Proactive
• Extended coverage (performed only if covered condition is present)

Any proactive program is designed to inspect and, if necessary, repair or replace components to prevent vehicle concerns or improve component performance. Preventing vehicle concerns and any associated related failure or damage relies on the prompt and proper completion of the FSA.

Affected Dealerships will receive a Dealer Bulletin (via FMCDealer portal), explaining the details of the FSA and inspection/repair instructions.

In addition, the owners of the vehicles affected by a Recall, will be notified via mail with a personalized letter explaining the FSA and asking the customer to contact their dealer to schedule a service appointment for prompt correction. Consult the Dealer Bulletin for owner mailing detail on CSPs if applicable.

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