Customer Satisfaction Program 19B37 - Supplement #4 - A 1.5L GTDI Engine - Powertrain Control Module Reprogramming (19B37)

SUBJECT

Customer Satisfaction Program 19B37 - Supplement #4 

Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L GTDI Engine - Powertrain Control Module Reprogramming

REF

Customer Satisfaction Program 19B37 - Supplement #3 

Dated May 6, 2020

REF

Customer Satisfaction Program 21N12 

Dated: June 09, 2022

REASON FOR THIS SUPPLEMENT

• Program Terms  : This program has been extended until November 30, 2022. 
• Service Action: 
  • 21N12 requires 19B37 to be completed in OASIS first, then 21N12 will activate. 
  • Do NOT use the Dongle to reprogram vehicles. 
• Owner Notification  : Owners who have not completed 19B37 will be mailed an updated letter. 
• Attachments: 
  • A new Owner Letter with updated program terms (program extension). 
  • Updated Mobile Repair Recommendations. 
  • Attachment IV, Service Advisor to Customer Interaction Video Link, was removed. 
• Owner Refunds: Updated refund date. 
• Labor Allowances  : Labor OP C, Dongle tool/process has been removed. 

PROGRAM TERMS

This program will be in effect through November 30, 2022  . There is no mileage limit for this program.

URGENCY

We recommend dealers utilize their FSA VIN Lists name and address (available on January 31, 2020) to contact customers with affected vehicles. This will help minimize the number of vehicles that may exhibit coolant intrusion into the cylinder bores, which may require a more extensive repair.

AFFECTED VEHICLES

Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

Some of the affected vehicles may exhibit coolant intrusion into the cylinder bores. Customer symptoms include coolant loss, excessive tailpipe smoke, or illuminated malfunction indicator lights (MIL) due to engine misfire. Over time, this condition may damage the engine, requiring replacement of the engine short block.

SERVICE ACTION

Dealers are to reprogram the Powertrain Control Module (PCM) using the Integrated Diagnostic Software (IDS) release 116.04 or higher. The new PCM calibration will improve cooling and reduce the potential for coolant intrusion into the cylinders by operating the external coolant pump for a period of time following engine shut down. This service must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters were mailed the week of January 13, 2020. Owner letters for the additional 2019 Fusion population were mailed the week of February 4, 2020. Owner Letters informing of program extension will be mailed the week of June 20, 2022. Vehicle owners will receive one letter for both 19B37 and 21N12  . 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. Attachment V: 19B37 Mobile Repair Recommendations 
5. Attachment VI: 19B37 Vehicle Pick-up and Delivery Record
6. Owner Notification Letter - Program Extension 

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,

David J. Johnson

OASIS ACTIVATION

OASIS was activated on December 12, 2019. The Supplement #1 additional 2019 Fusion VIN population was activated by January 21, 2020.

FSA VIN LISTS ACTIVATION

FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com  on December 12, 2019. The Supplement #1 additional population FSA VIN Lists were available on January 21,2019. Owner names and addresses were available by January 31, 2020.

SOLD VEHICLES

• Use OASIS to verify affected VINs, as certain 2019 Fusion vehicles were added to this program.
• 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

• Use OASIS to verify affected VINs.
• 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.

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 - Program Extension  .

• This refund offer expires November 30, 2022  .
• Dealers are also pre-approved to refund owner-paid emergency  repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with an engine short block and/or head gasket replacement due to coolant intrusion into the cylinder bores.

NON-TRADITIONAL REPAIR APPROACHES

• MOBILE REPAIRS  : Mobile repairs are approved and encouraged for this action. By offering mobile repair services, dealers can:
  • Increase customer base by reaching customers that may otherwise not do business with the dealership.
  • Improve customer satisfaction by offering a more convenient and timely service solution.
  • Free up service department space to accommodate retail work.
  • Conveniently service affected fleets.
  • Effective May 06, 2020, dealers are eligible to claim one-half labor hour per repair  to cover costs associated with completing a mobile repair.
  • Dealers must retain a Mobil Repair Record with the repair order documentation. Refer to the Claims Preparation and Submission section and Attachment VI for details.
  • Dealers are encouraged to combine multiple repairs on the same trip for efficiencies.
• VEHICLE PICK-UP AND DELIVERY 
  • Effective May 06, 2020, dealers are authorized to claim one-half labor hour per repair  for vehicle pick-up and delivery services.
  • Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation. Refer to the Claims Preparation and Submission section and Attachment VI for details.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

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

• For related damage and access time requirements, refer to the Warranty and Policy Manual/Section 6 - Ford & Lincoln Program Policies/General Information & Special Circumstances for FSA's/Related Damage.
• For vehicles within new vehicle powertrain warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the "Related Damage" radio button checked.
  • Ford vehicles - 5 years or 60,000 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.

CLAIMS PREPARATION AND SUBMISSION

• Claim Entry  : Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
  • When entering claims, select claim type 31: Field Service Action. The FSA number (19B37) is the sub code.
  • For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts  : Must be claimed as Related Damage on a separate repair line from the FSA with same claim type and sub code as described in Claim Entry above.
  IMPORTANT: Click the Related Damage Indicator radio button.
• Special Allowances 
  • All Special Allowances must be claimed on the same RO line as the repair.
  • Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers that are working with Ford-contracted mobile repair companies should refer to those companies for claiming instructions.
  • For dealer-performed mobile repairs and/or dealer pick-up and delivery, retain a copy of the Service Management signed record (see Attachment VI), with the repair order documentation.
  • Claim the mobile repair or vehicle pick-up and delivery allowance Labor Operation Code 19B37D along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Attachment II).
• Refunds  : Submit refunds on a separate repair line.
  • Program Code: 19B37
  • Misc. Expense: REFUND
  • Misc. Expense: ADMIN
  • 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.

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE

19B37 Mobile Repair Additional Information

Before reprogramming the vehicle:

• Refer to Attachment III Technical Instruction-Supplement #4  first.
• Confirm with customer about the condition of their vehicle (dash lights/battery issues/signs of coolant issues, etc.).

Common issues that may cause vehicle programming to fail:

• Low battery: Vehicle has been sitting unused for an extended period of time.
• Programing is interrupted.

Mobil Repair Recommendations with 19B37

• Confirm condition of customer's vehicle before traveling to determine if mobile repair is feasible.
• Service Manager Signature - mobile repair record (see Attachment VI).
• Check OASIS prior to going to the customer's home or business to confirm if any other outstanding FSA needs to be completed.
• Transportation - due to the simplicity of these repairs, a specialty vehicle is not required.
• Printed Technical Instructions.
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
  • Documents could also be emailed to the customer.
• Battery charger jump pack to charge vehicle if needed.
• Charged cell phone.
• Charged Laptop.
• Integrated Diagnostic Software (IDS) release 116.04 or higher.
• Shirt/uniform and vehicle graphic with dealership or Ford logos are recommended.

QUESTIONS & ASSISTANCE

• For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621.

MOBILE REPAIR/VEHICLE PICK-UP AND DELIVERY RECORD