Customer Satisfaction Program 22B48 - Supplement #1 - Off-Board Charger Controller Module Programming (22B48)

SUBJECT

Customer Satisfaction Program 22B48 - Supplement #1 

Certain 2021-2022 Model Year Mustang Mach-E and 2022 Model Year E-Transit

Vehicles - Off-Board Charger Controller Module Programming

REF

Customer Satisfaction Program 22B48 

Dated: June 2, 2023

REASON FOR THIS SUPPLEMENT

Technical Information:  Correction - the OBCC software part number (P/N) is to be LJ98-14G684-AM or greater after programing. 

PROGRAM TERMS

This program will be in effect through June 30, 2024. There is no mileage limit for this program.

EXPIRATION DATE

This Customer Satisfaction Program has an expiration date of June 30, 2024 to encourage dealers and customers to have this service performed as soon as possible.

We recommend dealers utilize their FSA VIN Lists' names and address to contact customers with affected vehicles. This will help minimize the number of vehicles that may not be able to charge at certain charger locations. FSA VIN Lists are expected to be available on June 2, 2023.

AFFECTED VEHICLES

US population of affected vehicles: 17,993. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

Some Mustang Mach-E, and E-Transit battery electric vehicles (BEV) may experience inability to charge at certain charging stations. The customer will receive a charge failure notification on the touch screen panel (SYNC) and the FordPass App or Charge Assist App. The charging station will also report a failure to charge and prompt the customer to disconnect and reconnect; however, when the customer does this, it may fail again.

SERVICE ACTION

Dealers are to reprogram the off-board charger controller (OBCC) module to the latest software level (LJ98-14G684-AM  or greater) using the Ford Diagnosis and Repair System (FDRS) scan tool. This service must be performed on all affected vehicles at no charge to the vehicle owner.

Participating dealers:  To assist vehicle owners to have this repair completed, dealers should:

• Arrange for a mobile repair at the owner's location, or:
  • Arrange to pick up the owner's vehicle and drive it to the dealership for repairs.
• Re-deliver the owner's vehicle after repairs have been completed.

OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP)

• In addition to dealers being able to update vehicles using FDRS, Ford has also deployed an OTA software update for Mustang Mach-E vehicles  .
• NOTE: E-Transit vehicles under this program are not OTA capable.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS), and the vehicle has not already received the OTA update.
  1. Verify FSA is still open by viewing the "Outstanding Field Service Actions" on the OASIS results page on PTS.
     NOTE: If the OTA update was recently downloaded onto the vehicle the FSA may still show as open
  2. If the FSA is still open in the Outstanding Field Service Actions section, proceed to the tab titled "Connected Vehicle". In the "Over the Air Update 60-Day History", you can determine if an OTA update occurred on the affected module by viewing the "Completion Status", which should show "Campaign Successful". The "Release Notes" will also indicate that the campaign was successfully downloaded onto the vehicle.
     NOTE: the FSA may still show as open in the Outstanding Field Service Actions section of PTS even though the OTA update was successfully downloaded onto the vehicle. This FSA will eventually be removed from the Outstanding Field Service Actions screen of PTS.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters are expected to be mailed the week of June 19, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

Mustang Mach-E - Owners will be given the option of installing the software update themselves, or they can have their dealer perform the service for them.

ATTACHMENTS

1. Attachment I: Administrative Information
2. Attachment II: Labor Allowances and Parts Ordering Information
3. Attachment III: Technical Information 
4. Attachment IV: Mobile Service Repair Assessment
5. Owner Notification Letter - E-Transit
6. Owner Notification Letter - Mach-E Ford Power-Up
7. Owner Instruction - Mach-E Ford Power-Up Software Updates

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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

Sincerely,

Stacy L. Balzer

MOBILE SERVICE REPAIR ASSESSMENT LEVEL

• All repairs in this program have the following assessment level.
  • Mobile Reprogramming

MOBILE REPAIR RECOMMENDATIONS

• Confirm with the customer a mobile repair is feasible.
• Check OASIS before 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 this repair, a specialty vehicle is not required.

MOBILE REPAIR ADDITIONAL INFORMATION

Please ensure the technician brings the following to the mobile repair destination:

• Printed Technical Instructions.
• Printed Repair/Work Order or any other necessary documentation as customer copy(s).
  • Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended.
• Recommended tools and cleaning supplies: fully charged laptop with most current FDRS software loaded, Vehicle Communication Module II (VCM II), cables, and handheld portable vehicle battery booster.

MOBILE REPAIR QUESTIONS AND 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 CLAIMING QUESTIONS

Dealers participating in the Remote Experience Program:

• Refer to Electronic Field Communication - EFC12071 2023 Remote Experience Program.

OASIS ACTIVATION

OASIS will be activated on June 2, 2023.

• Before scheduling service for an OTA-capable vehicle (Mach-E), verify through PTS that the Field Service Action (FSA) is still open (OASIS). See OVER-THE-AIR (OTA) UPDATES above.

FSA VIN LISTS ACTIVATION

FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com  on June 2, 2023. Owner names and addresses will be available by July 7, 2023.

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.

BRANDED/SALVAGED TITLE VEHICLES

Affected branded/salvaged title vehicles are eligible for this service action.

OWNER REFUNDS

Refunds are not approved for this program.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

PICK-UP AND DELIVERY-PARTICIPATING DEALERS

Dealers participating in the Remote Experience Program:

• Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details.

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 FSAs/Related Damage.
• For vehicles within new vehicle bumper-to-bumper 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 - 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 before 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:
    • Claim type 31:  Field Service Action.
    • The FSA number 22B48  is the sub code.
    • Customer Concern Code (CCC): D15  - HV plug in charging system
    • Condition Code (CC): 42  - Does Not Operate Properly.
    • Causal Part Number: 14G672  (OBCC module hardware), Part Quantity: 0 
  • 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 the same claim type and subcode as described in Claim Entry above.
  IMPORTANT: Click the Related Damage Indicator radio button.
• Pickup & Delivery: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details.
• Mobile Repair: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC12071 2023 Remote Experience Program.

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE

MOBILE SERVICE REPAIR ASSESSMENT

Assessment levels have been identified to help determine the ease of performing eligible mobile service repairs for a Field Service Action (FSA) outside of the dealership service facility.

DEALER BULLETIN

Within Attachment I of the dealer bulletin a mobile service repair assessment level(s) will be provided. These assessment levels have been determined using the amount of time, equipment and labor identified to perform the intended service action.

ASSESSMENT LEVELS

• Mobile Reprogramming
  • Light Mobile Service
    • Enhanced Mobile Service
      • Advanced Mobile Service
• Wheel and Tire Mobile Service
• Not a Mobile Service Repair

Description of each level that is used to determine the overall assessment. 

• Mobile Reprogramming
  • Module Programming or similar type services
  • Minimum tools maybe required other than an IDS/FDRS  setup
  • FDRS programming that requires internet connection (wi-fi or mobile hotspot)
  • Make sure vehicle has a charge port to ensure battery voltage is maintained during flashing of the module(s)
  • Repairs not greater than 1 hour in length (including time to wait for programming)
  NOTE: The location will need a charging station or wall box to maintain the 12-volt battery.
• Light Mobile Service
  • Interior repair procedures that do not require seat, dash, or headliner removal
  • Under hood repairs that do not require large component removal
  • Exterior repairs that do not require large component/panel removal
  • Repairs may require standard hand tools (Access to a Technician starter kit or similar)
• Enhanced Mobile Service
  • A two-person process is required anytime a procedure requires work under the vehicle 
  • Brake Inspection and Brake Repair/Replacement
  • Limited Suspension Component replacement (no alignment)
  • Under Vehicle access for limited repairs (no large component removal)
  • Vehicle Check Up - VCU
  • Pre-Delivery Inspection - PDI
  • Used Car Inspection/Presale Inspection
  • May require floor jack, jack stands, and impact tools
  NOTE: Wheel lock may be required.
• Advanced Mobile Service
  • Fluid Exchange/Oil Change
  • Light Repairs
  • Brake Hydraulic Repairs
• Wheel and Tire Mobile Service
  • Tire Removal from Wheel
  • Tire Balancing
  • Tire Repair
  NOTE: Specialized Mobile Service unit and equipment including Tire balancer and Tire Changer required.
• Not a Mobile Service Repair
  • Large component removal
  • BEV Battery Replacement
  • Requires a vehicle hoist - to complete the repair (more than inspection)
  • Required vehicle alignment
  • Requires significant vehicle disassembly
  • Repairs greater than 2-3 hours
  • Any repairs that require M-Time
  • Includes a service procedure where the vehicle owner may be distressed about the state of their vehicle