The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
September 2018
Customer Satisfaction Program 18B20
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln Motor Company, we are committed not only to building high quality, dependable
products, but also to building a community of happy, satisfied customers. To demonstrate that
commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with
the VIN shown above.
Why are you receiving
this notice? On your vehicle, it may be possible the front driver or passenger seat back
bolsters may crack, resulting in a loose outboard bolster and/or a gap
between the foam trim and surrounding plastic.
What will Lincoln and
your dealer do? In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace both the driver and passenger seat back
bolsters free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until August 31, 2019
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take? The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time.
What should you do? Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 18B20. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving instructions.
The Lincoln Motor Company wants you to have this service action
completed on your vehicle. The vehicle owner is responsible for making
arrangements to have the work completed.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner App. The
app can be downloaded through the App Store or Google Play. In addition
there are other features such as reserving and paying for parking in certain
 Copyright 2018 The Lincoln Motor Company A Ford Motor Company BrandWhat should you do?
(Continued) locations and controlling certain functions on your vehicle (lock or unlock
doors, remote start) if it is equipped to allow control.
Have you previously
paid for this repair? If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to front seat back bolster replacements. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
February 28, 2019. To avoid delays, do not send receipts to the Lincoln
Motor Company.
What if you no longer
own this vehicle? If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.
Can we assist you
further? If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership's Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: www.Lincolnowner.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM - 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
Thank you for your attention to this important matter.
The Lincoln Motor Company
 Copyright 2018 The Lincoln Motor Company A Ford Motor Company Brand