Customer Satisfaction Program 13B06 - Rear Gate Trunk Module Reprogram (13B06)

SUBJECT

DELIVERY HOLD - Customer Satisfaction Program 13B06 

Certain 2013 Model Year C-MAX Hybrid and C-MAX Energi Vehicles Equipped with Hands-Free Liftgate

Rear Gate Trunk Module Reprogram

PROGRAM TERMS

This program will be in effect through May 31, 2014. There is no mileage limit for this program.

AFFECTED VEHICLES

Certain 2013 model year C-MAX Hybrid and C-MAX Energi vehicles equipped with Hands-Free Liftgate, built at the Michigan Assembly Plant from Job #1 through May 8, 2013. 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 May 24, 2013.

REASON FOR THIS PROGRAM

Some vehicles may exhibit a condition where the Hands-Free Liftgate opening feature releases only to the secondary latch position when activation is attempted with foot motion after the vehicle has been locked for more than three minutes.

When the concern is present, a second foot motion activation attempt is necessary to fully open the liftgate.

SERVICE ACTION

Before delivering any of the vehicles involved in this program, dealers are to reprogram the Rear Gate Trunk Module (RGTM) to the latest calibration using IDS 84.03 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 in June, 2013. 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

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

OASIS ACTIVATED?

Yes, OASIS will be activated on May 24, 2013.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com  on May 24, 2013. Owner names and addresses will be available in July, 2013.

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

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.
• "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 May 31, 2014. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

PARTS RETENTION AND RETURN

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

OVERVIEW

Some vehicles may exhibit a condition where the Hands-Free Liftgate opening feature releases only to the secondary latch position when activation is attempted with foot motion after the vehicle has been locked for more than three minutes. When the concern is present, a second foot motion activation attempt is necessary to fully open the liftgate. Dealers are to reprogram the Rear Gate Trunk Module (RGTM) to the latest calibration using IDS 84.03 or higher.

SERVICE PROCEDURE