Customer Satisfaction Program 15N04 - Embedded Modem Replacement (15N04)

SUBJECT

Customer Satisfaction Program 15N04 - Supplement #1 

Certain 2015 Model Year MKC and MKZ Vehicles Equipped with the Reserve Equipment Group, and Certain 2012-2016 Focus Electric, C-MAX Energi, and Fusion Energi Vehicles 

Embedded Modem Replacement

REASON FOR THIS SUPPLEMENT

Affected Vehicles: Affected Ford vehicles equipped with MyFord Mobile are being added to this program. 

PROGRAM TERMS

This program provides coverage to upgrade the embedded modem to prevent the loss of MyLincoln Mobile or MyFord Mobile  service. This is a one-time repair program. Coverage extends to five years of service from the warranty start date of the vehicle, regardless of mileage. If a vehicle has already exceeded the time limits, this extended coverage will last through July 1, 2017  . Coverage is automatically transferred to subsequent owners.

VEHICLES COVERED BY THIS PROGRAM

Affected vehicles are identified in OASIS.

REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE

Owners of all affected vehicles received a complimentary subscription to the MyLincoln Mobile or MyFord Mobile  service. This service uses an embedded modem that operates on a cellular network that is being decommissioned. As the network is decommissioned, customers who actively use the MyLincoln Mobile or MyFord Mobile  service will experience a loss of wireless connectivity with their vehicles. This concern will not impact control or performance of the vehicle.

While customers who do not currently use the MyLincoln Mobile or MyFord Mobile  service will not notice the effects of the cellular network shutdown, if they choose to activate their service in the future, it will not function with the existing embedded modem.

SERVICE ACTION

Dealers should ensure that customers are aware of the impending loss of MyLincoln Mobile or MyFord Mobile  service.

If a customer requests the embedded modem upgrade, dealers are to replace the embedded modem with an updated part that operates on a different cellular network. This service must be performed at no charge to the vehicle owner.

NOTE FOR LINCOLN VEHICLES: If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site. Navigate to owner.lincoln.com then select "SYNC & Vehicle Features," then select the "Lincoln Embedded Modem" Quick Link  .

NOTE FOR FORD VEHICLES: If a customer would like more information about the myford Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site. Navigate to www.myfordmobile.com  .

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters for Lincoln vehicles were mailed the week of February 15, 2016. Owner Letters for Ford vehicles will be mailed in several phases beginning the week of October 24, 2016  . Dealers should upgrade the embedded modem at the customer's request, 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 Letters

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.

OASIS ACTIVATION

OASIS was activated for Lincoln vehicles on January 26, 2016. OASIS will be activated for Ford vehicles on October 13, 2016.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will not be activated for this service action.

STOCK VEHICLES

Do not perform this service unless the customer requests repairs covered by this program.

SOLD VEHICLES

Owners of all affected vehicles will be directed to dealers for repairs if they wish to prevent the loss of MyLincoln Mobile or MyFord Mobile  service.

VEHICLES WITH CANCELLED WARRANTIES

Vehicles with cancelled warranties are not eligible for this service action.

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

• For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty and policy guidelines for related damage claims. No SSSC approval is required for these vehicles:
  • Ford vehicles - 3 years or 36,000 miles
  • Lincoln vehicles - 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.

OWNER REFUNDS

Refunds are not approved for this program.

RENTAL VEHICLES

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

LINCOLN CLIENT SPECIAL HANDLING

To ensure the best possible experience for Lincoln owners, Lincoln Dealers are encouraged to utilize the Lincoln Loyalty Program to provide clients with surprise and delight offerings, including:

• Fuel fill
• Transportation assistance
• Courtesy pick-up and delivery of client vehicles

The Lincoln Loyalty Program is exclusive to Lincoln Dealers. Owners will not be notified of this service in owner mailings. Reference EFC03578, Lincoln Loyalty Program Announcement for additional details.

CLAIMS PREPARATION AND SUBMISSION

• This is a one-time repair program and also applies to vehicles that are within the New Vehicle Limited Warranty coverage period. Repairs should be claimed against Program Code 15N04.
• 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. The FSA number (15N04) is the sub code.
• Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
• Telematics Control Units (TCUs)/embedded modems will be supplied by Ford Component Sales (FCS). No parts cost will be incurred by dealers, and dealers should not include parts cost on claims.
• For Lincoln Client Special Handling, reference EFC03578, Lincoln Loyalty Program Announcement and EFC04165, Lincoln Loyalty Rental Claims for Requirements and Claiming Instructions. Claims for Lincoln Loyalty should be submitted as a separate line on the same Repair Order.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

The TCU/embedded modem should be ordered using the On-line 1878 form.

To order an embedded modem:

• Go to FMCDealer.com
• Go to OASIS , enter the VIN and click GO
• Scroll to the bottom and select the On-Line 1878
• Select Telematics Control Unit (TCU) from the System drop-down box
• Complete the On-line 1878 Ford order process, selecting 15N04 as the claim submission type

For questions regarding parts, submit a request through the On-Line 1878 Form by clicking the Help/Feedback/Contacts link near the bottom of the page.

DEALER PRICE

Embedded modems will be supplied by Ford Component Sales (FCS), and parts costs will not be incurred by the dealer.

PARTS RETENTION AND RETURN

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

OVERVIEW

Owners of all affected vehicles received a complimentary subscription to the MyLincoln Mobile or MyFord Mobile service. This service uses an embedded modem that operates on a cellular network that is being decommissioned. As the network is decommissioned, customers who actively use the MyLincoln Mobile or MyFord Mobile service will experience a loss of wireless connectivity with their vehicles. This concern will not impact control or performance of the vehicle. If a customer requests the embedded modem upgrade, dealers are to replace the embedded modem with an updated part that operates on a different cellular network.

SERVICE PROCEDURE

MKZ, C-MAX Energi, and Fusion Energi Vehicles 

1. Replace the Telematics Control Unit (TCU)/embedded modem. Please follow Workshop Manual (WSM) procedures in Section 415-00.
   NOTE: If the customer has an active MyLincoln Mobile or MyFord Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

   NOTE FOR LINCOLN VEHICLES: 

   If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site. Navigate to owner.lincoln.com then select "SYNC & Vehicle Features," then select the "Lincoln Embedded Modem" Quick Link. 

   NOTE FOR FORD VEHICLES: 

   If a customer would like more information about the MyFord Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site. Navigate to www.myfordmobile.com. 

MKC Vehicles 

1. Using IDS release 102.04 or later, begin the PMI process for the TCU/embedded modem replacement following the on-screen instructions.
2. Remove the RH lower floor console trim panel. See Figure 1.
3. Remove and discard the TCU/embedded modem. See Figure 2.
   1. Remove the two TCU bolts.
   2. Disconnect the electrical connector and remove the TCU.
   NOTE: Trim panels and carpet removed for clarity.
4. Install the new TCU/embedded modem by reversing the removal procedure.
   • Torque the TCU bolts to 30 lb.ft (40 Nm).
5. Install the RH lower floor console trim panel. See Figure 1.
   NOTE: When prompted to select automatic or manual process for As-Built data, select automatic.
6. Using the IDS, complete the PMI process for the TCU following the on-screen instructions.
   NOTE: If the customer has an active MyLincoln Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

   NOTE FOR LINCOLN VEHICLES: 

   If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site. Navigate to owner.lincoln.com then select "SYNC & Vehicle Features," then select the "Lincoln Embedded Modem" Quick Link. 

Focus Electric Vehicles 

1. Using IDS release 102.04 or later, begin the PMI process for the TCU/embedded modem replacement following the on-screen instructions.
2. Replace the TCU/embedded modem.
   • Remove the C-pillar trim panel and then position aside the LH load space trim panel to access the TCU. See Figure 3. Please reference the WSM procedures in Section 415-00 and 501-05.
   NOTE: When prompted to select automatic or manual process for As-Built data, select automatic.
3. Using the IDS, complete the PMI process for the TCU following the on-screen instructions.
   NOTE: If the customer has an active MyFord Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

   NOTE FOR FORD VEHICLES: 

   If a customer would like more information about the MyFord Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site. Navigate to www.myfordmobile.com.

FORD OWNER NOTIFICATION LETTER

LINCOLN OWNER NOTIFICATION LETTER