SECTION 4 – FORD/LINCOLN PROGRAM POLICIES

4.2 RECALLS - SAFETY, EMISSIONS & COMPLIANCE FSAs

4.2.3 FSA-CUSTOMER SATISFACTION PROGRAMS (CSP)

4.2.3.1 Overview

There are different types of FSA-Customer Satisfaction Programs that may appear on PTS/OASIS. These may be B, L, M, N, P and U types. The type can be easily determined by looking at the letter in the program number:

4.2.3.2 “B” Programs (Proactive Repairs – e.g., 08B03, 08B07)

These programs request customers to return their vehicle without delay in order to receive a repair or update. In addition, Dealers must repair new vehicles in stock prior to delivery. The program may include:

• Proactive repair or modification that is performed before the covered component or system fails
• Typically, time and sometimes mileage limits apply
• Typically have an expiration date (usually 12 months from the owner letter mailing)

Vehicles affected by “B” programs are identified in PTS/OASIS until the program expires or until a Claim is submitted for payment against the program number - do not code the Claim as warranty. If you do not submit the Claim against the program number, the vehicle will not be removed from PTS/OASIS until after the program has expired. In cases where the customer previously paid to have the Repair performed, the customer may be eligible for both a Refund and a Repair as defined by the Bulletin

4.2.3.3 “L” Programs (Label/Literature e.g., 13L03)

These programs involve a revision to a label, literature or printed material. The customer is mailed a new or revised label or literature. Customers may be requested to affix the new information in a specified location. In some programs the customer may choose to have their Dealer affix the new information. Vehicles are removed from PTS/OASIS when a Claim is submitted for payment against the program number or eligibility expires.

4.2.3.4 'M' Programs (Extended Coverage – Multiple Repairs e.g., 14M01)

These programs provide the customer additional coverage for a particular component or system. Repairs are to be made ONLY if the described condition is present (i.e., fix only if broken). Vehicles affected by 'M' programs are identified in PTS/OASIS until the program expires. Vehicles affected by 'M' Programs are eligible for repeat repairs if the covered component or system fails again within the Program coverage period. In cases where the customer previously paid to have the repair performed, the customer may be eligible for a Refund. Submission of an 'M' program Claim will not remove the vehicle from PTS/OASIS or the Warranty Claiming System because vehicles affected are eligible for subsequent repairs if the affected condition recurs during the program time and mileage period.
NOTE: Coverage under an 'M' program begins after the expiration of the New Vehicle Limited Warranty. Dealers should submit the Claim using the 'M' program number only if the warranty coverage for that component has expired (time/mileage).

4.2.3.5 'N' Programs (Extended Coverage – Single Repair e.g., 13N02, 13N03)

This program provides additional coverage for a one-time repair of a particular component or system within the program coverage period. Repairs are to be made ONLY if the described condition is present (i.e., fix only if broken). In cases where the customer previously paid to have the Repair performed, the customer may be eligible for a Refund. Submission of a Refund Claim will not close the program in PTS/OASIS.
NOTE: Dealers should always submit Claims for 'N' programs under the program number, regardless of whether the vehicle has remaining time and mileage under the New Vehicle Warranty coverage.

4.2.3.6 'P' Programs (FSA-Customer Satisfaction Program – Owner Not Notified e.g., 20P12)

These programs are described as Dealer notification programs and provide the customer a repair or update if needed upon their next workshop visit to the Dealer. Dealers are notified of the program, but customers are not. Repairs should be carried out according to the FSA Bulletin and claimed using the PDRs contained therein. These programs are Open regardless of whether the customer’s vehicle is no longer eligible for repairs under the New Vehicle Limited Warranty period. If the FSA is flagged in PTS/OASIS or the Warranty Claiming System, then the repair should be carried out in accordance with the FSA Bulletin and claimed using the appropriate PDR code.

4.2.3.7 'U' Programs (Update Prior to Sale (UPS) – e.g., 20U21)

UPS differ from other CSPs in that there is no customer notification because the intent of the Program is that vehicles are rectified before being delivered by the Carrier to the Dealer. Vehicles not rectified prior to delivery to the Dealer are identified in PTS/OASIS or the Warranty Claiming System and coverage is limited to the warranty coverage period for the specific part or system addressed by the UPS. If a vehicle is in Dealer stock, or brought in for service, and PTS/OASIS or the Warranty Claiming System indicate it is eligible, the UPS should be completed, and the customer must be informed of the service performed. Unlike other FSA-Customer Satisfaction Programs, Dealers must submit “U” program repairs as a regular warranty Claim. Refer to the claiming section of the UPS Bulletin for additional information. UPS performed on vehicles beyond warranty coverage terms will be subject to chargeback.

Go to Top