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Peter F. Bandoske Ford Motor Company
Service Engineering Operations Manager P. O. Box 1904
Ford Customer Service Division Dearborn, Michigan 48121
USA
May 22, 2013
TO: Export & Growth Operations Dealers
SUBJECT: Customer Satisfaction Program 13M01
Certain 2007 through 2012 Model Year Edge and MKX Vehicles Equipped with All-Wheel-Drive, Ordered for Certain Middle East Markets - Extended Warranty Coverage on Power Transfer Unit.
PROGRAM TERMS
This program extends the coverage of the Power Transfer Unit (PTU) to 10 years of service from the Warranty Start Date, or 190,000 kilometers, whichever occurs first. If a vehicle has already accumulated more than 190,000 kilometers, this coverage will last through November 30, 2013. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Certain 2007-2012 model year Edge and MKX vehicles equipped with AWD, built at the Oakville Assembly Plant, and ordered for Saudi Arabia, UAE, Kuwait, Bahrain, Qatar, Oman, Yemen, Jordan, Iraq, or Lebanon. Affected vehicles are identified in OASIS.
REASON FOR PROVIDING ADDITIONAL COVERAGE
Extended high speed vehicle operation in high ambient temperatures, in conjunction with off-road driving in sand, may result in sludging of the fluid within the PTU and/or seal leaks. PTU sludging typically produces symptoms such as a whining noise while driving or clunk/harsh engagements when shifting to drive or reverse. Continued driving in these environmental conditions may damage the PTU and result in a loss of AWD functionality. Affected vehicles can still be driven in FWD mode if the PTU function is compromised.
SERVICE ACTION
If dealer diagnosis indicates that the PTU requires replacement, dealers are authorized to replace it with a new Middle East Service PTU that contains a drain plug, which enables convenient fluid replacement at regular intervals. Dealers are also to apply a sticker to the inside cover of the vehicle Owner Guide that details revised fluid replacement maintenance intervals of 30,000 kilometers for normal use, and 15,000 kilometers for severe duty/sand driving use. At the conclusion of the repair, dealers are to provide vehicle owners with an Owner Information Card, which details the revised fluid replacement maintenance intervals.
If dealer diagnosis indicates the PTU does not require replacement, but that seal leaks are present, dealers are authorized to replace the affected seals under this program.
This service must be performed at no charge to the vehicle owner.
Service Interval Stickers and Cards will be shipped to dealers the week of June 3rd, marked attention Service Manager.
 Copyright 2013 Ford Motor Company
Note: 2013 Model Year Edge and MKX vehicles equipped with AWD and ordered for Middle East operation, have PTU’s equipped with a drain plug. A Service Interval Sticker should be applied to the vehicle Owner Guide and Owner Information Card should be provided to the customer. It is recommended that the sticker and card be provided during the next scheduled service visit.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letter
ASSISTANCE
Contact your Service Campaign Coordinator (expcso@ford.com) should you have any questions.
Sincerely,
Peter F. Bandoske
 Copyright 2013 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 13M01
Certain 2007 through 2012 Model Year Edge and MKX Vehicles
Equipped with AWD, Ordered for Certain Middle East Markets
Power Transfer Unit Extended Coverage
OASIS ACTIVATED?
Yes, OASIS will be activated on May 22, 2013.
FSA VIN LIST ACTIVATED?
No, FSA VIN list will not be activated for this service action.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered conditions.
SOLD VEHICLES
Only owners with affected vehicles that exhibit the covered conditions will be directed to dealers for repairs.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
RELATED DAMAGE
If a related damage condition exists that you believe to be caused by the covered condition, complete inquiry form and submit to expwrty@ford.com to request approval prior to the repair. Requests for approval after completion of the repair will not be granted.
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires November 30, 2013.
• Dealers are also authorized to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. There is no expiration date for emergency repair refunds. 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 PTU re-sealing or replacement.
RENTAL VEHICLES
The use of rental vehicles is not authorized for this program.
 Copyright 2013 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 13M01
Certain 2007 through 2012 Model Year Edge and MKX Vehicles
Equipped with AWD, Ordered for Certain Middle East Markets
Power Transfer Unit Extended Coverage
CLAIMS PREPARATION AND SUBMISSION
• Enter claims using Direct Warranty Entry (DWE).
• Refer to ACESII manual for claims preparation and submission information.
• Related damage must be claimed on a repair line that is separate from the repair line on which the FSA is claimed. Related damage requires prior approval from expwrty@ford.com.
• "MT" labor should be submitted on a separate repair line with the related damage flag checked. "MT" labor requires prior approval from expwrty@ford.com.
• Submit refunds on a separate repair line.
- Program Code: 13M01 - 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.
• PROGRAM TERMS: This program extends the coverage of the PTU to 10 years of service or 190,000 kilometers from the warranty start date of the vehicle, whichever occurs first. If a vehicle has already exceeded the mileage limit, this coverage will last through November 30, 2013.
 Copyright 2013 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 13M01
Certain 2007 through 2012 Model Year Edge and MKX Vehicles
Equipped with AWD, Ordered for Certain Middle East Markets
Power Transfer Unit Extended Coverage
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace the Power Transfer Unit (PTU), apply PTU Service Interval Sticker, and provide vehicle owner with PTU Service Interval Card.
13M01B
4.2 Hour(s)
Replace input shaft seals
13M01C
4.4 Hour(s)
Replace output shaft seal
13M01D
1.5 Hour(s)
Replace intermediate shaft seals
13M01E
1.6 Hour(s)
Replace cover seal
13M01F
1.9 Hour(s)
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Quantity
AT4Z-7251-B
Power Transfer Unit (PTU) with Drain Plug
1
7E5Z-7275-AC
Output Shaft Seal Kit
1
8T4Z-7275-CD
Intermediate Shaft Seal Kit (includes Cover Seal)
1
8T4Z-7275-DD
Intermediate Shaft Seal Kit (does NOT include Cover Seal)
1
7T4Z-7086-A
Compression Seal
1
7E5Z-7H469-C
PTU Case Driver Gear Seal (Input Shaft Seal)
2
Order your parts requirements through normal order processing channels.
 Copyright 2013 Ford Motor Company