New Vehicle Delivery Hold - Customer Satisfaction Program 17B07 - Telematics Control Unit Reprogramming (17B07)

WARNING: This page is about the Focus Electric, which is a different variant/trim than selected.

Publication date: 2017-04-04
Reference number: 17B07

NEW VEHICLE DELIVERY HOLD - CUSTOMER SATISFACTION PROGRAM 17B07 - TELEMATICS CONTROL UNIT REPROGRAMMING

SERVICE CAMPAIGN BULLETIN

Reference Number(s): 17B07, Date of Issue: April 4, 2017

FORD:

2016 C-MAX Energi, Focus Electric; 2016-2017 Fusion Energi

NEW VEHICLE DELIVERY HOLD - CUSTOMER SATISFACTION PROGRAM 17B07

DEALER EXECUTIVE SUMMARY

NEW VEHICLE DELIVERY HOLD

Customer Satisfaction Program 17B07

Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi Battery Drain

Telematics Control Unit Reprogramming

PROGRAM

Program Type	Customer Satisfaction
Stop Sale	No
Demonstration Hold	No
Delivery Hold	Yes
Program Expiration	April 30, 2018

PARTS & SERVICE

Parts Required	Software only
Parts Available	Not applicable
IDS Software Update Required	Yes (Release 104.05 or higher)
IDS Software Update Available	Yes
Interim Repair	Not applicable
Repair Universe/Percentage of vehicles expected to require a repair	100%
New FSA Special Service Tools Needed	No
Additional Repair Provision	Yes, limits established
Labor Time	0.4 hours

CUSTOMER HANDLING

Towing Reimbursement	Follow Warranty & Policy Manual guidelines
Rental Assistance	No
Refunds Authorized	No
Special Handling	No

ADMINISTRATION

OASIS On	April 4, 2017
Owner Notification	Begins the week of April 17, 2017

SUBJECT

NEW VEHICLE DELIVERY HOLD

Customer Satisfaction Program 17B07

Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi

Telematics Control Unit Reprogramming

PROGRAM TERMS

This program will be in effect through April 30, 2018. There is no mileage limit for this program.

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
C-MAX Energi	2016	Michigan	October 29, 2015 through April 18, 2016
Focus Electric	2016	Michigan	October 29, 2015 through April 14, 2016
Fusion Energi	2016-2017	Hermosillo	October 13, 2015 through June 29, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In the affected vehicles, a Telematics Control Unit (TCU) condition may drain the battery and cause the engine not to start. The battery drain may occur after several days of vehicle inactivity, followed by a vehicle wake-up without starting the vehicle.

SERVICE ACTION

Before delivering any new in-stock vehicles involved in this program, dealers are to reprogram the TCU using Integrated Diagnostic Software (IDS) release 104.05 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 April 17, 2017. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

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

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,

Michael A. Berardi

ATTACHMENT I

NEW VEHICLE DELIVERY HOLD

Customer Satisfaction Program 17B07

Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi

Telematics Control Unit Reprogramming

OASIS ACTIVATION

OASIS will be activated on April 4, 2017.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on April 4, 2017. Owner names and addresses will be available by May 5, 2017.

NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this program is a violation of law in several states, provinces, and countries. Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service action.

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.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.

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.

TITLE BRANDED/SALVAGED VEHICLES

Affected title branded and salvaged vehicles are 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
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.

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. The FSA number 17B07 is the sub code.
Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
PROGRAM TERMS: This program will be in effect through April 30, 2018. There is no mileage limit for this program.

ATTACHMENT II

NEW VEHICLE DELIVERY HOLD

Customer Satisfaction Program 17B07

Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi

Telematics Control Unit Reprogramming

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Reprogram the TCU using IDS release 104.05 or higher	17B07B	0.4 Hours

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

ATTACHMENT III

CUSTOMER SATISFACTION PROGRAM 17B07

CERTAIN 2016 C-MAX ENERGI, 2016 FOCUS ELECTRIC AND 2016-2017 FUSION ENERGI - TELEMATICS CONTROL UNIT REPROGRAMMING

OVERVIEW

SERVICE PROCEDURE

Module Reprogramming

NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs generated after reprogramming, follow normal diagnostic service procedures.

Connect a battery charger to the 12V battery.
Reprogram the TCU using IDS release 104.05 or higher.
NOTE: Calibration files may also be obtained at www.motorcraftservice.com.

NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.
Disconnect the battery charger from the 12V battery once the reprogramming has completed.

Important Information for Module Programming

NOTE: When programming or reprogramming a module, use the following basic checks to ensure programming completes without errors.

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!

Obtain the original IDS that was used when the programming error occurred during module reprogramming (MR) or programmable module installation (PMI).
Disconnect the VCM from the data link connector (DLC) and the IDS.
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.
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.
Once the session is loaded, the failed process should resume automatically.
If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.
Follow all on-screen prompts/instructions.
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.

OWNER NOTIFICATION LETTER