Complaint 2201709

Complaint Summary

UNKNOWN OR OTHER

Owner Narrative

Vehicle: 2020 Ford F‑250 Super Duty VIN: [XXX] Issue: Front / CHMSL camera intermittent or inoperative Ford CSP 20B39 applies CSP cannot be completed due to Gateway Module failure Ford has not responded despite multiple written requests I have personally sent emails to them on: Sent April 6 Sent April 9 Sent April 16 4/29 - Called and asked for coordination. Received no acknowledgment RE: Request for Coordination With Dealer to Complete Recall 20B39 [XXX] [XXX] > Thu, Apr 16, 11:59 AM (13 days ago) to crcfmc, [XXX] , [XXX] , [XXX] Dear Ford Customer Relationship Center, I'm writing to follow up again on my previous emails of April 6 and April 9 regarding my 2020 Ford F-250 Super Duty (VIN: [XXX] ). I have not received any response or confirmation of receipt. I want to correct my earlier characterization — after further research, I understand that 20B39 is a Customer Satisfaction Program, not a safety recall. That said, the core issue and my position remain the same, and I want to lay out where things stand clearly. The situation: - My vehicle is covered under CSP 20B39 (Front View and CHMSL Camera — PCB conductivity issue causing intermittent camera operation) - The program is in effect through November 30, 2030 or 150,000 miles, and the repair is to be performed at no charge to the vehicle owner - My servicing dealer, Santa Margarita Ford, attempted to complete the CSP work but could not because the vehicle's Gateway Module is not communicating properly - The dealer has advised that the Gateway Module must be replaced before the camera work under XXX can be completed My position: Ford issued CSP XXX and committed to completing this repair at no charge. If the Gateway Module must be functional in order for Ford's own program to be executed, then resolving the Gateway Module issue is Ford's prerequisite to meet — not an out-of-pocket cost to push to the customer. I'm not asking for anything beyond INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.