Customer Satisfaction Program 15B02 - Reprogram Accessory Protocol Interface Module (15B02)

SUBJECT

DELIVERY HOLD - Customer Satisfaction Program 15B02 - Supplement #1 

Certain 2014-2015 Model Year Transit Connect Vehicles with SYNC Gen 1

Reprogram Accessory Protocol Interface Module

REASON FOR THIS SUPPLEMENT

Update the technical instructions to reinforce the need to perform SYNC reprogramming as directed regardless if a new version of software is available. 

PROGRAM TERMS

This program will be in effect through March 31, 2016. There is no mileage limit for this program.

AFFECTED VEHICLES

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 February 26, 2015.

REASON FOR THIS PROGRAM

The SYNC 911 Assist feature in all the affected vehicles was not properly configured at the assembly plant, and as a result cannot be activated using the procedure in the Owner's Manual. The SYNC 911 Assist feature is specified as standard content in the U.S. market.

SERVICE ACTION

Before delivering any of the vehicles involved in this program, dealers are to reprogram the Accessory Protocol Interface Module (APIM) to activate the SYNC 911 Assist feature. 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 April 13, 2015. 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

OASIS ACTIVATED?

Yes, OASIS will be activated on February 26, 2015.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com  February 26, 2015. Owner names and addresses will be available by April 24, 2015.

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.

ADDITIONAL LABOR TIME AND/OR PARTS

Contact the Special Service Support Center (SSSC) 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.

Contact the SSSC prior to the repair. Please be prepared to provide your requested additional warranty part cost, estimated additional labor time, and dealer specific labor rate. 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 service action 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

Refunds are not approved for this program.

RENTAL VEHICLES

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

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE).
• Refer to ACESII manual for claims preparation and submission information.
• Additional labor and/or parts must be claimed as related damage on a separate repair line from which the FSA is claimed. Additional labor and/or parts require prior approval from the Special Service Support Center.
• PROGRAM TERMS: This program will be in effect through March 31, 2016. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

OVERVIEW

The SYNC 911 Assist feature in all of the affected vehicles was not properly configured, and as a result cannot be activated using the Owner's Manual procedure. The SYNC 911 Assist feature is specified as standard content in the U.S. market. Before delivering any of the vehicles involved in this program, dealers are to reprogram the Accessory Protocol Interface Module (APIM) to activate the SYNC 911 Assist feature.

SERVICE PROCEDURE

15B02 OWNER LETTER

15B02/15B03 COMBO OWNER LETTER