SECTION 4 – FORD/LINCOLN PROGRAM POLICIES
4.1 OVERVIEW OF FIELD SERVICE ACTIONS (FSAs)
4.1.2 Dealership Responsibility
Dealers must ALWAYS verify the eligibility on in-stock or customer vehicle through either the PTS/OASIS screen in PTS, or SERVIS2. These are the most accurate ways of confirming eligibility. Dealers who rely on the information from their DMS or X-Time may find that, from time to time, there is a lag in the information feed and that the vehicles shows as having a recall Open when in fact it’s no longer eligible. In these instances, Ford will not provide any reimbursement for duplicating the repair work if the Dealer did not verify the validity via PTS/OASIS or SERVIS2.
Dealerships must be aware of relevant local market legal and regulatory requirements as well as any applicable Industry Codes of Practice which must be observed when conducting safety related Field Service Actions. These procedures must be applied by the Dealership conducting the rectification work.
Where an FSA is Open on a VIN in stock or booked in for Service, the Dealership should ensure they have ordered the required parts in advance of the vehicle arriving, and that their technicians are familiar with the recall instructions. Ford endeavors not to release any FSAs unless there is at least 50% stock of parts with the Ford PDC, and clear line of sight for the remaining stock in cadence with the expected repair rate.
FSAs should be completed as soon as possible following the repair instructions contained in the FSA bulletin. Where damage may result from a Dealership not performing the specified FSA instruction in a proper and/or timely manner, the additional damage may not be covered by Ford.
All FSA Claims must be submitted through the Warranty Claiming System using the appropriate Pre-Defined Repair (PDR) code. Ford ensures that each FSA has a set of PDR codes relevant to the specific repair completed listed in the FSA document that will facilitate efficient entry of the Claim. All approved repairs (related damage, towing, access time, special customer handling) should be included on the FSA Claim. Please refer to the appropriate sections in this Manual for specific guidelines (for example “Towing”).
NOTE: If a Dealership becomes aware of a recall that needs to be completed on a vehicle that has very recently been delivered to the customer, the Dealership should contact the customer as soon as possible to have them book in for the repairs. The Dealership must request by phone or mail that the new owner return to the Dealership for recall service as directed in the Recall Bulletin.