Customer Satisfaction Program 04M04 - Front Coil Spring Extended Warranty Coverage (04M04)

SUBJECT

Customer Satisfaction Program 04M04 - Supplement #1 

All 1999 through 2001 Model Year Taurus and Sable Vehicles

Front Coil Spring Extended Warranty Coverage

REF

Customer Satisfaction Program 04M04 - Dated July 2004

REASON FOR THIS SUPPLEMENT

Revised Service Actions: This bulletin is being supplemented to inform dealers that completion of program 04M04 will "close-out" Safety Recall 04S17 (Installation of Front Coil Spring Protective Shields for Vehicles Operated in Corrosion States).

PROGRAM TERMS

This program extends the warranty coverage of the front coil springs, due to fracture only, to 10 years of service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first. If a vehicle has already accumulated more than 150,000 miles, this coverage will last until July 31,2005. Coverage is automatically transferred to subsequent owners.

VEHICLES COVERED BY THIS PROGRAM

All 1999 through 2001 model year Taurus and Sable vehicles built at the Chicago Assembly Plant from April 15, 1998 through August 13, 2001 and at the Atlanta Assembly Plant from March 23, 1998 through July 27, 2001. Affected vehicles are identified in OASIS.

REASON FOR PROVIDING ADDITIONAL COVERAGE

The front coil springs on some of the affected vehicles may fracture. Symptoms include uneven front ride height and front-end noise.

SERVICE ACTION

If an affected vehicle experiences this condition, dealers are to replace both front coil springs by following the instructions located in the vehicle Workshop Manual. This repair will be performed at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owners of affected vehicles will be notified during the first week of August 2004. Please note that dealers should repair any affected vehicles that arrive at their dealerships with fractured front coil springs, whether or not the customer has received a letter.

ATTACHMENTS

1. Attachment I: Administrative Information
2. Attachment II: Labor Allowances and Parts Ordering Information
3. Attachment III: Technical Information
4. Customer Notification Letter

QUESTIONS?

1. Claims Information: ... 1-800-423-8851
2. Other (Dealer Only) Program Questions: ... 1-800-325-5621

OASIS ACTIVATED?

Yes. OASIS was activated July 9, 2004.

FSA VIN LIST ACTIVATED ?

No

STOCK VEHICLES

Do not perform this program unless the affected vehicle exhibits the covered condition.

SOLD VEHICLES

Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs.

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are eligible for this Field Service Action.

RELATED DAMAGE

If a related damage condition exists that you believe to be caused by the covered condition, call the Special Service Support Center to request approval prior to the repair of any related damage. Requests for approval after completion of the repair will not be granted.

ADDITIONAL LABOR TIME

If a condition exists that requires additional labor to complete the repair, call the Special Service Support Center to request approval prior to performing any additional labor. Requests for approval after completion of the repair will not be granted.

OWNER REFUNDS

• Ford Motor Company will only refund owner-paid repairs covered by this program if the repair was performed prior to the date of the Customer Notification Letter (or after the date of the letter if an emergency repair was made away from the servicing dealer.) Refund claims that include other non-covered repairs, or those judged by Ford to be excessive, will not be accepted for reimbursement.
• Refund Claiming Information. (Submit on separate repair line.)
  1. - Program Code: 04M04
  2. - Misc. Expense: REFUND
  3. - Misc. Expense: ADMIN
  4. - Misc. Expense: 0.2 Hrs.

RENTAL VEHICLES

The use of rental vehicles is not authorized for this program.

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE).
• Refund or related damage must be claimed on a repair line that is separate from the repair line on which the FSA is claimed.
• Refer to ACESII manual for claims preparation and submission information.
• Completion of program 04M04 will "close-out" Safety Recall 04S17 .

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts will not be direct shipped for this program. Order your parts requirements through normal order processing channels.

PART AVAILABILITY INFORMATION

1999 Taurus/Sable Springs Available after 7/26/04

2000/2001 Taurus/Sable Springs Available now.

DEALER PRICE

For latest prices, refer to DOES II.

PARTS RETENTION AND RETURN

Affected front coil springs are subject to random selection for return to the Ford Warranty Parts Return Center (WPRC). Refer to your daily PEARS (Parts Evaluation and Return System) register for part disposition and return instructions.

Follow the provisions of the Warranty and Policy Manual for "Parts Retention and Return Procedures."

EXCESS STOCK RETURN

Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.

OVERVIEW

This program involves replacing both front coil springs of the affected vehicles.

SERVICE PROCEDURE