Customer Satisfaction Program 12B36 - Pcm Reprogram - Cooling Fan Strategy (12B36)

SUBJECT

DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 12B36 Supplement #2 

Certain 2011-2012 Model Year Explorer, Taurus, Flex, MKS, and MKT Vehicles

PCM Reprogram - Cooling Fan Strategy

REF

DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 12B36 Supplement #1 

Dated May 3, 2012

REASON FOR THIS SUPPLEMENT

• Announce that a new Engine Cooling Fan service part is now available for some applications that will require the transfer of the Engine Cooling Fan Electronic Module.
• Inform dealers of revised technical instructions and labor operations.

PROGRAM TERMS

This program will be in effect through May 1, 2013. There is no mileage limit for this program.

AFFECTED VEHICLES

Certain 2011-2012 model year Explorer vehicles equipped with a 3.5L TIVCT or a 2.0L EcoBoost™ engine, Taurus and MKS vehicles equipped with a 3.5L EcoBoost™ engine, Flex and MKT vehicles equipped with a 3.5L DOHC or a 3.5L EcoBoost™ engine. 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 May 3, 2012.

REASON FOR THIS PROGRAM

In some of the affected vehicles, contamination build-up on the internal electrical contacts of the engine cooling fans may cause the fans to be inoperative. An inoperative engine cooling fan could lead to high engine temperature gauge readings and reduced air conditioning performance. Continued operation of the vehicle could result in illumination of the Malfunction Indicator Light (MIL) and eventually cause the engine to automatically enter derate (reduced power) mode.

Reprogramming the PCM using IDS version 78.04 or higher will incorporate a revised cooling fan strategy that periodically cycles the fans at high speed to clean the contamination from the contacts and prevent future contamination build-up.

SERVICE ACTION

Before demonstrating or delivering any of the vehicles involved in this program, dealers are to verify operation of the cooling fans by commanding them On using IDS.

• If the cooling fans operate when commanded On, reprogram the PCM using IDS version 78.04 or higher.
• If the cooling fans are inoperative when commanded On by IDS, replace the cooling fan and reprogram the PCM using IDS version 78.04 or higher.

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 the week of May 7, 2012. 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

QUESTIONS & ASSISTANCE

1. Special Service Support Center (Dealer Assistance Only) ... 1-800-325-5621
2. Special Service Support Center (Parts Ordering) ... 1-800-207-2444

OASIS ACTIVATED?

Yes, OASIS was activated on April 9, 2012 for the original population. OASIS will be activated for the Supplement #1 population on May 3, 2012.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com on May 3, 2012. Owner names and addresses will be available by May 15, 2012.

STOCK VEHICLES

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

• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires July 31, 2012.
• Dealers are also authorized to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. There is no expiration date for emergency repair refunds. 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 engine cooling fan replacement.

RENTAL VEHICLES

With proper parts ordering and service appointment scheduling, rental vehicles should no be required. However, if you have a unique circumstance which may require a rental vehicle, please contact the Special Service Support Center at 1-800-325-5621.

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.
• "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.
• Submit refunds on a separate repair line.
  1. - Program Code: 12B36
  2. - Misc. Expense: ADMIN
  3. - Misc. Expense: REFUND
  4. - 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.
• For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar amounts. Enter the total amount of the rental expense under Miscellaneous Expense code "Rental".
• PROGRAM TERMS: This program will be in effect through May 1, 2013. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

To manage part availability, dealers must contact the Special Service Support Center parts order line at 1-800-207-2444. Dealers will receive a DOES II message when part requirements can be ordered through normal order processing channels.

When calling to place an order for a cooling fan, please be prepared to provide dealer P & A code, VIN, and RO #.

The DOR/COR number for this service action is 50464.

Less than 5% of the affected vehicle population is expected to require a cooling fan replacement.

DEALER PRICE

For latest prices, refer to DOES II.

PARTS RETENTION AND RETURN

Affected cooling fans are subject to random selection for return to the Ford Warranty Parts Analysis Center (WPAC). Refer to your daily PEARS (Parts Entry 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

Contamination build up on the internal electrical contacts of the engine cooling fans may cause the fans to be inoperative. Dealers are to verify the engine cooling fan operation, replace if necessary, and reprogram the PCM using IDS version 78.04 or higher. A revised cooling fan strategy will periodically cycle the fans at high speed to clean the contamination from the contacts and prevent future contamination build-up.

COOLING FAN INSPECTION

1. Using IDS, start a new session and select Data Logger. Using the Output State Control, command the Cooling Fan Speed Desired (FAN_CTRL# or FAN_DSD# - above 90%) PID to High speed for 2 minutes and verify cooling fan operation.

COOLING FAN REPLACEMENT

All Vehicles 

1. Remove the cooling fan assembly. Refer to Workshop Manual (WSM), Section 303-03.

Explorer, Flex, and MKT Vehicles Only 

2. Disconnect the cooling fan electronic module electrical connectors. See Fig 1.
   Fig 1: Cooling Fan Electronic Module Electrical Connectors

   
3. Remove the screw and detach the cooling fan electronic module from the cooling fan. See Fig 1.
4. Install the cooling fan electronic module by inserting both bottom tabs into the new cooling fan assembly shroud pockets and install the screw.
   • Tighten the screw to 7 Nm (60 lb-in).
5. Connect the cooling fan electronic module electrical connectors.

All Vehicles 

6. Install the new cooling fan assembly. Refer to WSM, section 303-03.
7. Proceed to "PCM Reprogramming" below.

PCM REPROGRAMMING