New Vehicle Recommended Delivery Hold - Customer Satisfaction Program 23B50 - Supplement #1 - Reprogram Battery Charge Control Module (23B50)

SUBJECT

Customer Satisfaction Program 23B50 - Supplement

#1 Certain 2021-2023 Model Year Mustang Mach-E, 2022-2023 Model Year E-Transit, and 2022-2023 F-150 Lightning Vehicles - Reprogram Battery Charge Control Module

REF: NEW VEHICLE RECOMMENDED DELIVERY HOLD

Customer Satisfaction Program 23B50 

Dated October 12, 2023

NEW! REASON FOR THIS SUPPLEMENT

• Program Terms  : Program extended to October 31, 2025. 
• Affected Vehicles: 2022 F-150 Lightning added and build date range adjusted. 

NEW! PROGRAM TERMS

This program will be in effect through October 31, 2025  . There is no mileage limit for this program.

NEW! EXPIRATION DATE

This Customer Satisfaction Program has an expiration date of October 31, 2025  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 experience a stuck charge cord, which requires a more extensive repair. FSA VIN Lists are expected to be available on November 6, 2024  .

NEW! AFFECTED VEHICLES

US population of affected vehicles: 102,112  . Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In the affected vehicles, the Battery Charger Control Module (BCCM) software does not have a transfer function that predicts the charging port pin/terminal temperature. Some customers indicate that their battery may not fully charge and/or the charge cord may become stuck in your vehicle. Customers may also experience a burning smell or melting of the charge port pins.

SERVICE ACTION

Before delivering any new in-stock vehicles involved in this program, dealers are to update the software in the Secondary On-Board Diagnostic Module (SOBDM). After that update is completed, there may also be coordinated updates to the Antilock Brake System Module, Secondary On-Board Diagnostic Module B, Secondary On-Board Diagnostic Control Module C, Powertrain Control Module, and Battery Energy Control Module. This software update will prevent melted charge ports. This service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.

To assist vehicle owners to have this repair completed when parts are available, 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.
• Pick-up and delivery, and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.

OVER-THE-AIR (OTA) UPDATES (FORD/LINCOLN SOFTWARE UPDATE)

• In addition to you being able to update vehicles now using FDRS, Ford deployed an OTA software update for the Mustang Mach-E and F-150 Lightning which began in the 3rd Quarter 2023.
• NOTE: The Transit is not OTA capable and will require a dealer visit for the software update.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the FSA is still open (OASIS) and that 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.)

NEW! OWNER NOTIFICATION MAILING SCHEDULE

E-Transit Owner letters were mailed the week of October 30, 2023. Updated E-Transit Owner letters will be mailed the week of November 18, 2024.  Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

Mustang Mach-E and F-150 Lightning owners' letters were mailed the week of October 30, 2023. Updated Mustang Mach-E and F-150 Lightning owners' letters will be mailed the week of November 18, 2024.  Owners will be given the option of installing the software update themselves, or they can have their dealer perform the service for them.

NEW! ATTACHMENTS

• Administrative Information
• Labor Allowances  and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pickup and Delivery Record
• 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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

Customer Service Division

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.

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.

OASIS ACTIVATION

OASIS was activated on October 12, 2023.

FSA VIN LISTS ACTIVATION

FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com  on October 12, 2023. Owner names and addresses were available on November 13, 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.

MOBILE REPAIR CLAIMING QUESTIONS

Dealers participating in the Remote Experience Program:

• Ford Dealers - refer to EFC14125, 2024 Remote Experience Program. 

Dealers NOT  participating in the 2024 Remote Experience Program:

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

FORD PICK-UP & DELIVERY - PARTICIPATING DEALERS

Dealers participating in the Remote Experience Program:

• Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program  , Pick-Up & Delivery Offset section for additional details.

PICK-UP & DELIVERY - NON-PARTICIPATING DEALERS

Ford Dealers not participating in the 2024 Remote Experience Program for Pick-Up & Delivery are authorized to claim unique services for completing this program.

• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery services. Refer to LABOR ALLOWANCES  for details.
• Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.

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

• Technician Competency Requirement: The STST Competency 10 certification requirement in the U.S. market only will be enforced starting with repair orders opened on or after August 31, 2024. FSA repairs will reject and the claim will not be paid if the repairing technician is not certified in STST Competency 10 FSA. See EFC15332 for more details. 
• Claim Entry  : Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
  • When entering claims:
    • Claim type 31: Field Service Action
    • Sub Code: 23B50
    • Customer Concern Code (CCC): D15
    • Condition Code (CC): 04
    • Causal Part Number: 10B689, 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.
• Ford Pickup & Delivery: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC14125, 2024 Remote Experience Program  , Pickup & Delivery (PDL) Offset section for additional details.
  • Dealers NOT participating in the Remote Experience Program -
    • Dealers are authorized to claim one-half labor hour per repair for vehicle pickup and delivery services.
    • Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation.
• Mobile Repair: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC14125, 2024 Remote Experience Program 
  • Dealers NOT participating in the Remote Experience Program -
    • 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, retain a copy of the Service Management signed record (see Repair Procedure Improvement & Revised Labor Time), with the repair order documentation.
    • Claim the mobile repair allowance Labor Operation Code 23B50MM along with the applicable Labor Operation Code for the repair (refer to the LABOR ALLOWANCES  table in Labor Allowances and Parts Ordering Information).

NEW! LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

NEW! SERVICE PROCEDURE

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

MOBILE REPAIR/VEHICLE PICK-UP AND DELIVERY RECORD