Demonstration/Delivery Hold - Safety Recall 15S18 - Supplement #3 - Reprogram Power Steering Control Module And Steering Gear Extended Coverage (15S18)

SUBJECT

DEMONSTRATION/DELIVERY HOLD - Safety Recall 15S18 - Supplement #3 

Certain 2011-2013 Flex, MKT, Taurus and MKS, 2011-2012 Fusion and MKZ, 2011 Milan, and 2013 Police Interceptor Sedan Vehicles Reprogram Power Steering Control Module and Steering Gear Extended Coverage

REF

DEMONSTRATION/DELIVERY HOLD - Safety Recall 15S18 - Supplement #2  Dated January 15, 2016

REASON FOR THIS SUPPLEMENT

• Clarifying the repair coverage: For vehicles that have safety recall 15S18 open and require a steering gear replacement under 15N01, but have exceeded 15N01 program terms of 10 years of service or 150,000 miles, please submit an Approval Request to the SSSC Web Contact Site for steering gear replacement approval prior to completing the repair. 
• Previously denied repairs: For vehicles that had safety recall 15S18 open and were denied a steering gear replacement under 15N01 because the vehicle had exceeded the 15N01 program terms of 10 years of service or 150,000 miles, dealers are to contact those owners to complete the previously denied repair and submit an Approval Request to the SSSC Web Contact Site for steering gear replacement approval or refund the vehicle owner for the cost of repair completed. 

PROGRAM TERMS

This safety recall involves reprogramming the Power Steering Control Module (PSCM), or replacing the steering gear only if there is evidence that certain Diagnostic Trouble Codes (DTCs) exist or were previously set, but are no longer present, regardless of vehicle mileage or warranty start date.  If the steering gear is not replaced, the owner will be provided extended coverage of the steering gear under program code 15N01  (See Attachment II "LABOR ALLOWANCES"). This extended coverage provides for one-time replacement of the steering gear if certain DTCs are present, for up 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 exceeded the mileage limit, this program will last through December 31, 2015 for eligible owners. The extended coverage is automatically transferred to subsequent owners.

AFFECTED VEHICLES

Affected vehicles are identified in OASIS.

REASON FOR THIS SAFETY RECALL

In some of the affected vehicles, the power steering system may revert to manual steering mode due to the Power Steering Control Module (PSCM) detecting a motor position sensor fault. In manual steering mode there is still a mechanical linkage between the steering wheel and the road wheels, allowing steering control to be maintained. If this condition should occur, a message will display in the Instrument Cluster Message Center and a chime will sound to inform the driver. Loss of power steering assist would require greater steering effort, especially at lower speeds, which may increase the risk of accident.

SERVICE ACTION

Dealers are to check the PSCM for Diagnostic Trouble Codes (DTCs).

• If no "loss of steering assist" DTCs are present, reprogram the PSCM using IDS version 97.03 or higher. This closes Safety Recall 15S18, but Extended Coverage Program 15N01 remains open.
• If there is evidence that any "loss of steering assist" DTCs exist or were previously set, but are no longer present, replace the power steering gear assembly. This closes both 15S18 and  Extended Coverage Program 15N01.

The above services must be performed on all affected vehicles at no charge to the vehicle owner.

For vehicles that had safety recall 15S18 open and were denied a steering gear replacement under 15N01 because the vehicle had exceeded the 15N01 program terms of 10 years of service or 150,000 miles, dealers are to contact those owners to complete the previously denied repair and submit an Approval Request to the SSSC Web Contact Site for steering gear replacement approval or refund the vehicle owner for the cost of repair completed. 

EXTENDED COVERAGE (15N01)

For lack of power steering assist concerns, dealers are to check the PSCM for DTCs.

• If no "loss of steering assist" DTCs are present, the repair is not covered by 15N01. Proceed to normal diagnosis.
• If any "loss of steering assist" DTCs are present and program 15N01 is open, replace the power steering gear assembly at no charge (parts and labor) to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owners of affected 2011-2012 Flex, MKT, Taurus and MKS vehicles will be notified via first class mail the week of October 5, 2015. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. Owners of affected 2011-2012 Fusion and MKZ, 2011 Milan, and 2013 Flex, MKT, Taurus, MKS, and Police Interceptor Sedan Vehicles were notified the week of July 20, 2015.

PLEASE NOTE

Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $7,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery. 

ATTACHMENTS

• Attachment I: Administrative Information
• Attachment II: Labor Allowances and Parts Ordering Information
• Attachment III: Technical Information
• Owner Notification Letter
• Recall Reimbursement Plan

QUESTIONS & ASSISTANCE

For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

Sincerely,

David J. Johnson

OASIS ACTIVATION

OASIS was activated on May 26, 2015.

FSA VIN LIST ACTIVATION

FSA VIN list was available through https://web.fsavinlists.dealerconnection.com  May 26, 2015. Owner names and addresses will be available by August 3, 2015.

Accordingly, you must limit the use of this listing to the follow-up necessary to complete this recall.

STOCK VEHICLES

• Use OASIS to identify any affected vehicles in your used vehicle inventory.

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 recall.

ADDITIONAL LABOR TIME AND/OR PARTS

Submit a request to the SSSC Web Contact Site prior to the repair if you have any of the following:

• Damage that you believe was caused by the covered condition.
• A condition that requires additional labor and/or parts to complete the repair.
• Aftermarket equipment or non-Ford modifications to the vehicle which might prevent the repair of the covered condition.

Requests for approval after completion of the repair may 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 recall performed on a timely basis. Additional related damage parts are subject to random selection for return to the Ford Warranty Parts Analysis Center (WPAC).

OWNER REFUNDS

• This safety recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle. 
• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed prior to the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121-6251.

OWNER REFUNDS

• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed prior to the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121-6251.
• Dealers are also pre-approved to refund owner-paid emergency  repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. 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 the diagnosis and replacement of the steering gear.
• For vehicles that had safety recall 15S18 open and were denied a steering gear replacement under 15N01 because the vehicle had exceeded the 15N01 program terms of 10 years of service or 150,000 miles, dealers may refund the vehicle owner for the cost of repair completed. 

RENTAL VEHICLES

If a customer's vehicle requires the replacement of the steering gear and it is necessary to order parts, Ford Motor Company will pay for one day of vehicle rental. Follow Extended Service Plan (ESP) guidelines for dollar amounts. The daily rate can include applicable taxes but are not allowed to exceed the stated daily rate. Rentals will only be reimbursed for the day the vehicle is at the dealership for part replacement. Prior approval for more than one rental day is required from the SSSC via the SSSC Web Contact Site. The parts order must be an emergency order (unit down) if the order is placed between 3:00 PM and 7:00 PM (your local time zone) to guarantee the shortest delivery time.

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
  • DWE: Refer to ACESII manual for claims preparation and submission information.
  • OWS: When entering claims in DMS software, select claim type 31: Field Service Action.
• Refer to ACESII manual for claims preparation and submission information.
• Additional labor and/or parts must be claimed as related damage on a repair line that is separate from the repair line on which the FSA is claimed. Additional labor and/or parts require prior approval from the SSSC via the SSSC Web Contact Site.
• Submit refunds on a separate repair line.
  • Program Code: 15N01 
  • 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.

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

DEALER PRICE

For latest prices, refer to DOES II.

PARTS RETENTION AND RETURN

Follow the provisions of the Warranty and Policy Manual, Section 1 "WARRANTY PARTS RETENTION AND RETURN POLICIES."

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

In some of the affected vehicles, the power steering system may revert to manual steering mode due to the Power Steering Control Module (PSCM) detecting a motor position sensor fault. In manual steering mode there is still a mechanical linkage between the steering wheel and the road wheels, allowing steering control to be maintained. If this condition should occur, a message will display in the Instrument Cluster Message Center, a chime will sound to inform the driver, and the steering effort may be greater, especially at low speeds.

The purpose of this repair is to update the PSCM to prevent loss of steering assist while driving due to a motor position sensor fault or replace the steering gear only if there is evidence that certain Diagnostic Trouble Codes (DTCs) exist or were previously set, but are no longer present.

SERVICE PROCEDURE

1. Connect IDS and check for DTCs in the PSCM.
   • Are any of the following DTCs present?
     • C1B00-62
     • C200B-2F
     • C200B-61
     • C200B-62
     • C200C-2F
     • C200D-49
     • U0300-00
     • U2011-49
     • U2011-61
     • U3000-46
     • U3000-49
     • U3000-61
     • U3000-72
     • U3000-96
     • P07AE-09

   Yes - If one or more of the DTCs are present, replace the steering gear. Refer to Workshop Manual (WSM) Section 211-00. Proceed to Step 2.

   No - Proceed to Step 2.

   NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (DTCs) after programming. For DTCs generated after reprogramming, follow normal diagnostic service procedures.
2. Reprogram the PSCM using IDS version 97.03 or higher.
   NOTE: Calibration files may be obtained at www.motorcraft.com.
   NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.

IMPORTANT INFORMATION FOR MODULE PROGRAMMING

• Make sure the 12V battery is fully charged before carrying out the programming steps and connect IDS/scan tool to a power source.
• Inspect Vehicle Communication Module (VCM) and cables for any damage. Make sure scan tool connections are not interrupted during programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable IDS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions Key On Engine Off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process.

Recovering a module when programming has resulted in a blank module: NEVER DELETE THE ORIGINAL SESSION! 

1. Obtain the original IDS that was used when the programming error occurred during Module Reprogramming (MR) or Programmable Module Installation (PMI).
2. Disconnect the VCM from the Data Link Connector (DLC) and the IDS.
3. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.
4. Locate the ORIGINAL vehicle session when programming failed. This should be the last session used in most cases. If not, use the session created on the date that the programming failed.
   NOTE: If the original session is not listed in the previous session list, click the "Recycle Bin" icon at the lower right of the previous session screen. This loads any deleted sessions and allows you to look through them. Double-click the session to restore it.
5. Once the session is loaded, the failed process should resume automatically.
6. If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.
7. Follow all on-screen prompts/instructions.
8. Near the end of programming, the IDS prompts you to select certain parameters. It is important to make a selection for ALL parameters listed. If the correct selection is already highlighted, you must still choose that selection before clicking the "Tick" mark to complete the configuration.
9. The last screen on the IDS may list additional steps required to complete the programming process. Make sure all applicable steps listed on the screen are followed in order.

Ford Motor Company Recall Reimbursement Plan for 15S18

Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement requests. However, federal legislation requires all motor vehicle manufacturers to establish processes through which customers may seek recall reimbursement directly from the manufacturer or from the dealers. 

Regarding the specific reimbursement plan for Recall #15S18, owners who have paid for service to remedy the defect or noncompliance must have had that service performed prior to December 31, 2015. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an emergency situation, customers must submit any refund requests through their dealership. As required by this federal regulation, Ford Motor Company submitted the details of its latest General Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in February 2015. The following is the text of that letter and the Plan: 

General Recall Reimbursement Plan

(As submitted to the NHTSA)

Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a related safety recall.

Set forth below is Ford's general plan to reimburse owners and purchasers for costs incurred for remedies in advance of notification of potential safely-related defects or noncompliances pursuant to Part 573.6 (c)(8)(i). This plan has not changed since our February 20, 2013 submission.

Reimbursement Notification

Ford's notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a minimum of ten calendar days after the date on which Ford mailed the last of its Part 577 notifications to owners, and will be indicated in the specific reimbursement plan available to owners for an individual recall. This notice will direct owners to seek eligible reimbursement through authorized dealers or, at their option, directly through Ford at the following address:

Ford Motor Company

P.O. Box 6251

Dearborn, MI 48121-6251

Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility. Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified beginning date would not be eligible for reimbursement. Ford generally has not established such a beginning date for reimbursement eligibility and does not presently anticipate changing this general policy. However, in any case where Ford determines a beginning date is appropriate, Ford will indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a reimbursement notification when all vehicles are well within the warranty period, subject to approval by the agency.

Costs to be Reimbursed

For vehicles, reimbursement will not be less than the lesser of:

• The amount paid by the owner for the remedy that specifically addressed and was reasonably necessary to correct the defect or noncompliance that is the subject of the recall, or
• The cost of parts for the remedy (to be no more than the manufacturer's list retail price for authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as disposal of waste) and taxes.

For replacement equipment, reimbursement will be the amount paid by the owner for the replacement item (limited by the amount of the retail list price of the defective or noncompliant item that was replaced, plus taxes, where the brand or model purchased by the owner was different than the brand or model that was the subject of the recall). If the item of motor vehicle equipment was repaired, the reimbursement provisions identified above for vehicles will apply.

Ford notes that costs incurred by the owner within the period during which Ford's original or extended warranty would have provided for a free repair of the problem will not be eligible for reimbursement, as provided by Part 573.13 (d)(1).

Entities Authorized to Provide Reimbursement

Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement plans for a particular recall, and will encourage owners to pursue requests for reimbursement directly through dealers to expedite reimbursement. Ford will also provide a mailing address to which customers can, at their option, send requests for reimbursement directly to Ford, as previously noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process. Whether the owner chooses to pursue reimbursement requests through a dealer or directly through Ford, the owner will be directed to submit the required documentation, upon which reimbursement eligibility will be determined.

Required Documentation

The reimbursement determination will depend upon the information provided by the customer. Consistent with Part 573.13 (d)(4) the following information must be submitted:

• Claimant name and address
• Vehicle make, model, and model year
• Vehicle identification number (VIN) and, for replacement equipment, a description of such equipment or, for tires, the model, size and TIN (DOT code)
• Identification of the recall number (either the Ford recall number or the NHTSA recall number)
• Identification of the owner of the recalled vehicle at the time that the pre-notification remedy was obtained
• An original receipt for the pre-notification remedy that includes a breakdown of the amount for parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt covers work other than to address the recall or noncompliance, Ford may require the claimant to separately identify costs that are eligible for reimbursement.
• If the remedy was obtained during the warranty period, documentation indicating that the warranty was not honored or the warranty repair did not correct the problem related to the recall.

Failure to submit all of the above information may result in denial of the reimbursement request.

Additional Information

The Part 577 required owner notice will provide a toll-free telephone number through which specific information about the reimbursement plan can be requested from Ford. This general reimbursement plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific to an individual recall also may be incorporated into the Part 573.6 notification.