New Vehicle Demonstration/Delivery Hold - Safety Recall 25S28 - Sync 4 - APIM Module Reprogramming Due To Distorted Screen (25S28)

SUBJECT

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD - Safety Recall 25S28 

Certain 2021-2022 Model Year Edge Vehicles with SYNC 4

APIM Module Reprogramming Due to Distorted Screen

REF: NEW VEHICLE DEMONSTRATION/DELIVERY HOLD - Safety Recall 22S14

Dated April 20, 2022

AFFECTED VEHICLES

U.S. population of affected vehicles: 2,318. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS SAFETY RECALL

According to Ford's records, certain 2021 - 2022 Model Year Edge vehicles with SYNC 4 may not have the remedy for Safety Recall 22S14 installed correctly but were recorded as having received the repair successfully. Because the correct software update may not have been installed on these vehicles, the underlying condition specified in Safety Recall 22S14 may still exist. In the affected vehicles, it is possible that the rear view camera will display a distorted image or show a blank screen with a message that the "Camera is unavailable". A rear view camera that intermittently displays a blank or distorted image can reduce the driver's view of what is behind the vehicle, increasing the risk of a crash.

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to update the APIM module. 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, dealers should:

• 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 & Delivery should be made available for all customers. Refer to the Rental and Claiming sections for further details.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters are expected to be mailed the week of April 21, 2025 or sooner. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

PLEASE NOTE: 

Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $27,168 per vehicle. Correct all vehicles in your new vehicle inventory before delivery. 

ATTACHMENTS

• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Vehicle Pick-Up & Delivery Record
• Owner Notification Letters
• Recall Reimbursement Plan

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

• Not a Mobile Service Repair

OASIS ACTIVATION

OASIS will be activated on April 15, 2025

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com  on April 15, 2025. Owner names and addresses will be available by April 28, 2025.

SOLD VEHICLES

• Ford has not issued instructions to stop selling/delivering or driving used vehicles under this safety recall. Owners should contact their dealers for an appointment to have their vehicles remedied as soon as practicable.
• 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.

DEALER-OPERATED RENTAL VEHICLES

The Fixing America's Surface Transportation (FAST) Act law effective June 2016 prohibits a rental company from selling, renting, or leasing vehicles subject to a safety or compliance recall. Please consult your legal counsel for legal advice.

BRANDED/SALVAGED TITLE VEHICLES

Affected branded/salvaged title vehicles are eligible for this recall.

OWNER REFUNDS

• This Safety Recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle. 
• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed before the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at PO Box 6251, Dearborn, Ml 48121-6251.
• Dealers are also pre-approved to refund owner-paid emergency  repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with updating the APIM module.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

FORD PICK-UP & DELIVERY

• Dealers participating in the Remote Experience Program:
  • Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
• Dealers NOT participating in the 2025 Remote Experience Program:
  • Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery services.
  • 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 software module replacement: 
  • If module replacement is required, confirm if a Repair Validation Code (RVC) is required. Reference PTS/Technical Assistance/Components Requiring a Repair Validation Code.
  • Claiming the MT25S28RR labor operation code does not  require an RVC code if no module replacement is required, however, clock times should be consistent with vehicle history on PTS.
• 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 EFC15936 for more details.
• Software Verification Approval Code Requirement:  Beginning with Repair Orders (ROs) opened on or after January 15th, 2025, new FSA software repairs and the first phase of already launched FSAs will require Software Verification and an approval code provided by Ford. The approval code will be required when performing software repairs using the FDRS and IDS. See EFC16335 for more details.
• 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 25S28 is the subcode.
  • 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.
• Refunds:  Submit refunds on a separate repair line.
  • Program Code: 25S28
  • Misc. Expense: ADMIN
  • Misc. Expense: REFUND
  • 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.
• Ford Pick-Up & Delivery: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
  • Dealers NOT participating in the 2025 Remote Experience Program -
    • Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery services.
    • Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE

Dealer Bulletin

Within the Administrative Information Attachment 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 (MRA1)
  • Light Mobile Service (MRA2)
    • Enhanced Mobile Service (MRA3)
      • Advanced Mobile Service (MRA4)
• Not a Mobile Service Repair (MRA5)
• Wheel and Tire Mobile Service (MRA6)
• Advanced Driver Assistance System (ADAS) Mobile Repair (MRA7)

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

• Mobile Reprogramming (MRA1)
  • 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 (MRA2)
  • 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 (MRA3)
  • 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 (MRA4)
  • Fluid Exchange/Oil Change
  • Light Repairs
  • Brake Hydraulic Repairs
• Not a Mobile Service Repair (MRA5)
  1. Large component removal
  2. BEV Battery Replacement
  3. Requires a vehicle hoist - to complete the repair (more than inspection)
  4. Required vehicle alignment
  5. Requires significant vehicle disassembly
  6. Repairs greater than 2-3 hours
  7. Any repairs that require M-Time
  8. Includes a service procedure where the vehicle owner may be distressed about the state of their vehicle.
• Wheel and Tire Mobile Service (MRA6)
  • Tire Removal from Wheel
  • Tire Balancing
  • Tire Repair
  NOTE: Specialized Mobile Service unit and equipment including Tire balancer and Tire Changer required.
• Advanced Driver Assistance System (ADAS) Mobile Repair (MRA7)
  • Requires the uses of a ADAS Mobile Service Kit.
  • May require a post repair test drive.
    • Parking Lot Maneuvers to capture parking lines for camera alignment.
    • Steady speed cruising (45 MPH).
  • The vehicle service location will have to be validated before scheduling an appointment to determine if a mobile repair is appropriate. 

Ford Motor Company Recall Reimbursement Plan for 25S28

Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement requests. However, federal legislation requires all motor vehicle manufacturers to establish processes through which customers may seek recall reimbursement directly from the manufacturer or the dealers. 

Regarding the specific reimbursement plan for Recall  #25S28, owners who have paid for service to remedy the defect or noncompliance must have had that service performed before  April 25, 2025. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an emergency, customers must submit any refund requests through their dealership. As required by this federal regulation, Ford Motor Company submitted the details of its latest General Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in May 2021. The following is the text of that letter and the Plan: 

General Recall Reimbursement Plan

(As submitted to the NHTSA)

Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a related safety recall.

Set forth below is Ford's general plan to reimburse owners and purchasers for costs incurred for remedies in advance of notification of potential safety-related defects or noncompliances pursuant to Part 573.6 (c)(8)(i). This plan has not changed since our May 5, 2021 submission.

Reimbursement Notification

Ford's notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a minimum of ten calendar days after the date on which Ford mailed the last of its Part 577 notifications to owners and will be indicated in the specific reimbursement plan available to owners for an individual recall. This notice will direct owners to seek eligible reimbursement through authorized dealers or, at their option, directly through Ford at the following address:

Ford Motor Company

P.O. Box 6251

Dearborn, Ml 48121-6251

Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility. Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified beginning date would not be eligible for reimbursement. Ford generally has not established such a beginning date for reimbursement eligibility and does not presently anticipate changing this general policy. However, in any case where Ford determines a beginning date is appropriate, Ford will indicate that date in the owner notice. As permitted by 577.11 (e), Ford may not include a reimbursement notification when all vehicles are well within the warranty period, subject to approval by the Agency.

Version 05-05-21

Costs to be Reimbursed

For vehicles, reimbursement will not be less than the lesser of:

• The amount paid by the owner for the remedy that specifically addressed and was reasonably necessary to correct the defect or noncompliance that is the subject of the recall, or
• The cost of parts for the remedy (to be no more than the manufacturer's list retail price for authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as disposal of waste) and taxes.

For replacement equipment, reimbursement will be the amount paid by the owner for the replacement item (limited by the amount of the retail list price of the defective or noncompliant item that was replaced, plus taxes, where the brand or model purchased by the owner was different than the brand or model that was the subject of the recall). If the item of motor vehicle equipment was repaired, the reimbursement provisions identified above for vehicles will apply.

Ford notes that costs incurred by the owner within the period during which Ford's original or extended warranty would have provided for a free repair of the problem will not be eligible for reimbursement, as provided by Part 573.13 (d)(1).

Entities Authorized to Provide Reimbursement

Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement plans for a particular recall and will encourage owners to pursue requests for reimbursement directly through dealers to expedite reimbursement. Ford will also provide a mailing address to which customers can, at their option, send requests for reimbursement directly to Ford, as previously noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process. Whether the owner chooses to pursue reimbursement requests through a dealer or directly through Ford, the owner will be directed to submit the required documentation, upon which reimbursement eligibility will be determined.

Required Documentation

The reimbursement determination will depend upon the information provided by the customer. Consistent with Part 573.13 (d)(4) the following information must be submitted:

• Claimant name and address
• Vehicle make, model and model year
• Vehicle identification number (VIN) and, for replacement equipment, a description of such equipment or, for tires, the model, size and TIN (DOT code)
• Identification of the recall number (either the Ford recall number or the NHTSA recall number)
• Identification of the owner of the recalled vehicle at the time that the pre-notification remedy was obtained
• An original receipt for the pre-notification remedy that includes a breakdown of the amount for parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt covers work other than to address the recall or noncompliance, Ford may require the claimant to separately identify costs that are eligible for reimbursement.
• If the remedy was obtained during the warranty repair did not correct the problem related to the recall

Failure to submit all the above information may result in denial of the reimbursement request.

Additional Information

The Part 577 required owner notice will provide a toll-free telephone number through which specific information about the reimbursement plan can be requested from Ford. This general reimbursement plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific to an individual recall also may be incorporated into the Part 573.6 notification.