Customer Satisfaction Program 10B20 - Sync Reprogramming (10B20)

SUBJECT

DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 10B20 

Certain 2011 Model Year Edge/MKX vehicles with SYNC and My Touch Technology

SYNC Reprogramming

PROGRAM TERMS

This program will be in effect through January 31, 2012. There is no mileage limit for this program.

AFFECTED VEHICLES

Certain 2011 model year Edge and MKX vehicles with SYNC and My Touch technology built at the Oakville Assembly Plant from February 8, 2010 through December 7, 2010. This program covers all affected stock vehicles, regardless of the current SYNC CCPU software level they contain, and all sold vehicles that currently contain a software level lower than 4.22.10308. Affected vehicles are identified in OASIS. In addition, for a list of vehicles assigned to your dealership, visit https://web.fsavinlists.dealerconnection.com. This information will be available on January 7, 2011.

REASON FOR THIS PROGRAM

In the interest of customer satisfaction, dealers are authorized to reprogram the SYNC with My Touch technology system to the latest level on all affected vehicles. This software update will provide enhanced overall system functionality and incorporate some improved media features and driver services.

SERVICE ACTION

Before demonstrating or delivering any of the vehicles involved in this program, dealers are to reprogram the SYNC system to the latest level. This service must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters are expected to be mailed beginning the week of January 10, 2011. Dealers should repair any affected vehicles that arrive at their dealerships, 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. Owner Notification Letter (when available)

QUESTIONS & ASSISTANCE

Special Service Support Center (Dealer Assistance Only) ... 1-800-325-5621

OASIS ACTIVATED?

Yes, OASIS will be activated on January 7, 2011.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com on January 7, 2011. Owner names and addresses will be available by January 21, 2011.

STOCK VEHICLES

Correct all affected units in your new vehicle inventory before delivery.

SOLD VEHICLES

• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.

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, 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. Ford Motor Company reserves the right to deny coverage for related damage in cases where the vehicle owner has not had this service action performed on a timely basis.

ADDITIONAL LABOR TIME

If you encounter aftermarket equipment or modifications to the vehicle which might prevent the repair of the covered condition, call the Special Service Support Center.

OWNER REFUNDS

Refunds are not authorized for this program.

RENTAL VEHICLES

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

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 the Special Service Support Center.
  NOTE: APIM (14D212) replacement requires prior approval from the Technical Service Hotline.
• "MT" labor should be submitted on a separate repair line with the related damage flag checked. "MT" labor requires prior approval from the Special Service Support Center.
• PROGRAM TERMS: This program will be in effect through January 31, 2012. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

OVERVIEW

Dealers are to reprogram the SYNC system to the latest level. This software update will provide enhanced overall system functionality and incorporate some improved media features and driver services.

REQUIRED TOOLS

1. SYNC Re-Flash Kit # CCMSYNC-KIT or equivalent (required for performing a Full Flash) -  USB cable and USB adapter called out in the WSM, Section 415-00 /or equivalent Type A Male to mini type B 5 pin female USB cable.
   NOTE: One equivalent Molex( cable adapter #689990425-101123D was shipped to each dealer in support of TSB 10-24-9 in December of 2010.
2. USB flash drive 
   • Minimum storage size of 1 gigabyte (GB).
   • The USB flashdrive should be a basic drive that does not contain any file organizing software or smart functions.
3. Battery power supply/charger 
   • The battery icon displayed in the lower right hand corner of the scan tool will be green when battery voltage is adequate.
   • The negative battery charger lead must be connected to chassis ground to allow the vehicle's Load Shed strategy to accurately monitor the battery state of charge during programming. Do not connect the negative lead to the negative battery terminal.
4. IDS and internet 
   • IDS software release 70.03A and higher or 71.01 and higher is required.
   • Hard wired internet connection is strongly recommended.
   • Minimum of 3 GB of free disk space on the scan tool.
5. First time IDS Preparation 
   • A Hardware Wizard pop up requesting a WMA SBOOT driver installation may occur while programming. If the request is encountered, install the driver and then click the scan tool retry button to continue programming. This driver installation will occur only once on the scan tool's first "MyFord Touch Full Flash reprogramming" attempt.
   • If reprogramming concerns occur, refer to Software Programming V 1.1 on the Professional Technician Society (PTS) web site under the Service Tip tab to verify proper configuration of the IDS. If reprogramming concerns can not be resolved, contact the Tech Service Hotline using the standard HAR process.
6. Additional Information 

   A My Touch programming video and FAQs are available on the PTS web site. To locate this information from the OASIS tab, select the "Service Tips" tab. The video and FAQs are listed under "Job Aids".

SYNC APPLICATION SELECTION

The Full Flash reprogramming process will erase and install all SYNC applications. The proper applications will be automatically selected (see Fig 1), but must be verified against the vehicle content information prior to installation.

Fig 1: SYNC Applications

If the correct application part numbers were not selected automatically, manually select them based on the following tables:

SERVICE PROCEDURE

1. View the SYNC CCPU S/W Version to determine the reprogramming requirements by selecting the following on the vehicle's touch screen:
   • Menu
   • Help
   • System Information

   If the SYNC CCPU S/W Version is currently lower than 4.22.10308, a Full Flash will be required. A Full Flash procedure may take up to 45 minutes to perform.

   If the SYNC CCPU S/W Version is currently at 4.22.10308 or higher, a Service Pack installation will be required. The installation of the Service Pack will take approximately 20 minutes to perform.

2. To perform either the Full Flash or Service Pack reprogramming procedure, follow the online version of the Workshop Manual, Section 415-00, APIM Programming - Standard selection.
   • A Full Flash will follow all steps.
   • A Service Pack installation will follow all steps except the use of the SYNC Re-Flash Kit.

If the APIM (14D212) requires replacement, all dealers must obtain prior approval from the Technical Service Hotline. To request approval, access the Professional Technician Society (PTS) Website and run OASIS with an applicable symptom code. Select "Prior Approval" and then select "SYNC Module" under the "Other Prior Approval Programs" heading to complete web form.