New Vehicle Recommended Demonstration/Delivery Hold Customer Satisfaction Program 24B48 - Powertrain Control Module Software Update (24B48)

Publication date: 2024-08-22
Reference number: 24B48

NEW VEHICLE RECOMMENDED DEMONSTRATION/DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 24B48 - POWERTRAIN CONTROL MODULE SOFTWARE UPDATE

SERVICE CAMPAIGN BULLETIN

Reference Number(s): 24B48, Date of Issue: August 22, 2024

FORD:

2024 F-150 Lightning

NEW VEHICLE RECOMMENDED DEMONSTRATION/DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 24B48

SUBJECT

NEW VEHICLE RECOMMENDED DEMONSTRATION/DELIVERY HOLD Customer Satisfaction Program 24B48

Certain 2024 Model Year F-150 Lightning Vehicles

Powertrain Control Module Software Update

PROGRAM TERMS

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

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
F-150 Lightning	2024	Rouge Electrical Vehicle Center	December 15, 2023 through April 4, 2024

US population of affected vehicles: 6,942. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In some of the affected vehicles, customers may not be able to save their vehicle's charge locations and charging times. Customers can still plug the vehicle in and charge normally, but the customer cannot schedule a charging location and time because the charging location and time cannot be saved.

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to update the Powertrain Control Module (PCM). 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
Pick-Up & Delivery, and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.

"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 September 2, 2024. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Instructions
Mobile Service Repair Assessment
Mobile Repair/Vehicle Pick-Up & Delivery Record
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 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

ADMINISTRATIVE INFORMATION

Customer Satisfaction Program 24B48

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 will be activated on August 22, 2024.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 22, 2024. Owner names and addresses will be available by September 16, 2024.

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.

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.
Lincoln Retailers - refer to EFC14164, 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

Dealers participating in the Remote Experience Program -
- Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery (PDL) Offset section for additional details.
Dealers NOT participating in the 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 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 April 1, 2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10 FSA. See EFC14251 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: 24B48
  - Customer Concern Code (CCC): D15
  - Condition Code (CC): 04
  - Causal Part Number: 12A650, 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 Pick-Up & Delivery:
- Dealers participating in the Remote Experience Program -
  - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery (PDL) Offset section for additional details.
- Dealers NOT participating in the 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.
Mobile Repair:
- Dealers participating in the Remote Experience Program -
  - Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
  - Lincoln Retailers - refer to EFC14164, 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 24B48MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Labor Allowances and Parts Ordering Information).

LABOR ALLOWANCES AND PARTS ORDERING INFORMATION

Customer Satisfaction Program 24B48

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Update the vehicle's PCM software to the latest level	24B48B	0.6 Hours
Mobile Service: This allowance is only for non-eligible 2024 Remote Experience Program Dealers. Can be used when the repair takes place away from the dealership. If Additional Time is Required Due to Travel, Please Submit an SSSC Approval Form.	24B48MM	0.5 Hours
Vehicle Pick-Up & Delivery Allowance: This allowance is only for non-eligible 2024 Remote Experience Program Dealers. NOTE: This allowance is for dealer-performed vehicle Pick-Up & Delivery for dealership repairs only. Can only be claimed once, regardless of outstanding FSAs repaired.	24B48PP	0.5 Hours

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

TECHNICAL INSTRUCTIONS

CUSTOMER SATISFACTION PROGRAM 24B48

CERTAIN 2024 MODEL YEAR F-150 LIGHTNING VEHICLES - POWERTRAIN CONTROL MODULE SOFTWARE UPDATE

SERVICE PROCEDURE

IMPORTANT: The Service Technician Specialty Training (STST) Competency 10 certification requirement, for U.S. market only, will be enforced starting with repair orders opened on or after April 1, 2024. Field Service Action (FSA) repairs will reject if the repairing technician is not certified in STST Competency 10 FSA. See Electronic Field Communication (EFC) 14251 for more details.

MODULE PROGRAMMING

NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (DTCs) after programming. For DTCs generated after programming, follow normal diagnostic service procedures.

Connect a battery charger to the 12 Volt (V) battery.
- Use of a heavy-duty charger is recommended to maintain proper battery voltage during this procedure.
NOTE: Verify the negative cable of the charger is installed on a chassis or engine ground and not the 12V battery negative terminal to prevent the battery saver mode from activating on the vehicle.

NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the Vehicle Communication Module (VCM) is properly connected to the Data Link Connector (DLC).
Log into Ford Diagnostic and Repair System (FDRS).
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete.
Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen and available procedures are listed on the right hand (RH) side of the screen. Modules that are communicating are highlighted in green.
Select Toolbox tab.
From the list on the LH side of the screen, select the PCM .
From the list on the RH side of the screen, select PCM - Powertrain Control Module (PCM) Software Update.
Click RUN. Follow all on-screen instructions carefully. Then, continue on next page.
NOTE: After the programming of the PCM, the FDRS will automatically prompt you to update the necessary modules based on the vehicles options and calibration levels. Follow the on-screen instructions to complete the update. You may be prompted to update one or more of the following modules.
- Anti-lock brake system (ABS) module
- Secondary on-board diagnostic control module B (SOBDMB)
- Secondary on-board diagnostic control module C (SOBDMC)
- Secondary on-board diagnostic control module A (SOBDMA)
- Battery energy control module (BECM)
From the list on the RH side of the screen, select Self-Test and click RUN .
Click the Run Selected Tests button in the lower right.
Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.
Disconnect the battery charger from the 12V battery once the programming has completed.

IMPORTANT INFORMATION FOR MODULE PROGRAMMING

NOTE: When programming 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 FDRS/scan tool to a power source.

NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.

Inspect the Vehicle Communication Module II (VCM II)/Vehicle Communication Module III (VCM III) or the Vehicle Communication and Measurement Module (VCMM) and the 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.
Turn the accessories back on after programming has completed.
Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.).
Follow all scan tool on-screen instructions carefully.
Disable FDRS/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

Disconnect the VCM II/VCM III or the VCMM from the data link connector (DLC) and your computer.
After ten seconds, reconnect the VCMII/VCMIII or the VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMIII or the VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection.
If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select "Read VIN from Vehicle" and proceed through the Network Test.
In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select "No" and continue through the installation application.
Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order.

MOBILE OR PICK-UP AND DELIVERY REPAIR RECORD

Customer Satisfaction Program 24B48

MOBILE REPAIR/VEHICLE PICK-UP AND DELIVERY RECORD

MOBILE SERVICE REPAIR ASSESSMENT

NEW VEHICLE RECOMMENDED DEMONSTRATION/DELIVERY HOLD Customer Satisfaction Program 24B48

Certain 2024 Model Year F-150 Lightning Vehicles

Powertrain Control Module Software Update

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 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
- 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