SECTION 4 – FORD/LINCOLN PROGRAM POLICIES
4.1 OVERVIEW OF FIELD SERVICE ACTIONS (FSAs)
4.1.5 Consent to NOT complete a Field Service Action (FSA)
All vehicles presented to the Dealership for whatever reason must be reviewed for outstanding Field Service Actions via PTS/OASIS or the Warranty Claiming System. The Dealership must advise the customer of the nature of the Field Service Action. In some cases, customers may choose not to have the Field Service Action completed (e.g., where they must remove an aftermarket modification in order for the repair to be carried out effectively). This must be documented on the Repair Order and acknowledged/authorized on the “FSA Refusal Form” (also known as a “Consent To Not Complete A Field Service Action Form”) found on the FMCDealer portal. In all other cases, the Field Service Action must be completed prior to the vehicle leaving the Dealership.
On completion of this form, Dealers are requested to email a copy to the Warranty Operations Helpdesk within 24 hours of the form being signed by the customer. A copy of this form must also be attached to the Repair Order and retained as per the Record Retention policy.
NOTE: If a Dealer already has a signed FSA Refusal Form from the owner, there is no need to complete a duplicate form. However, the Repair Order should still note that the owner subsequently refused to have the FSA completed.
