Customer Satisfaction Program 24P36

SUBJECT

Certain 2025 Model Year Explorer vehicles

Gear Shift Module Update

PROGRAM TERMS

This program will be in effect through February 28, 2026 for vehicles within the new bumper-to-bumper warranty coverage period.

URGENCY/EXPIRATION DATE

This Customer Satisfaction Program has an expiration date of February 28, 2026 to encourage dealers and customers to have this service performed as soon as possible.

FSA VIN Lists are expected to be available on February 18, 2025.

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Date Range
Explorer	2025	Chicago	November 29, 2023 through November 4, 2024

U.S. population of affected vehicles: 59,309. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

On some of the affected vehicles, the Malfunction Indicator (wrench) light will illuminate in the instrument cluster due to a software error in the gear shift module.

SERVICE ACTION

Customer satisfaction P-type programs are to be performed on impacted vehicles already in for other service work (either mobile repair or in dealership). Dealers are to update the gear shift module software through FDRS. 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.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters will not be mailed for this program.

ATTACHMENTS

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Instructions

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
Customer satisfaction P-type programs are to be performed on impacted vehicles already in for other service work (either mobile repair or in dealership) and Remote Experience reimbursement for just this repair is not allowed.

OASIS ACTIVATION

OASIS will be activated on February 18, 2025.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 24, 2025.

SOLD VEHICLES

Correct affected vehicles identified in OASIS which are brought to your dealership within the applicable bumper-to-bumper warranty coverage period.

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

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 SERVICE CLAIMING QUESTIONS

Dealers participating in the Remote Experience Program:

Ford and Lincoln Dealers - refer to EFC16075, Announcing the 2025 Remote Experience Program.

Dealers NOT participating in the 2025 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 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 FSA's/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 EFC15936 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:24P36
  - Customer Concern Code (CCC): P50
  - Condition Code (CC): 42
  - Causal Part Number: 7P155, 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 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.
Mobile Repair:
- Dealers participating in the 2025 Remote Experience Program -
  - Ford and Lincoln - Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
- Dealers NOT participating in the 2025 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 24P36MM 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

Gear Shift Module (GSM)- Technical Support Request (TSR) - Dealer Software Support Hotline (DSSH)

If you experience gear shift module (GSM) software programming errors, multiple programming failures, or GSM module replacement, and require assistance - submit a Technical Support Request (TSR) and request the following:
GSM programming assistance or GSM replacement from DSSH
- A Repair Validation Code (RVC) is only required for GSM Module Replacement o RVC Codes are not required for additional labor hours.
- Use labor operation code MT24P36RR for additional labor hours required for programming failures.
- Clock times should be consistent with vehicle history on PTS and may be requested for review.
For this program it is NOT necessary to contact the SSSC for additional approvals, this includes the following:
- additional labor hours
- module replacement
- related damage

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Re-program the Gear Shift Module (GSM)	24P36B	0.3 Hours
GSM software failed and/or Gear Shift Module replacement required: TSR/DSSH contact required . RVC provided for GSM module replacement only. SSSC approval is not required unless M-Time is exceeded.	MT24P36RR	Up to 4.4 Hours
Mobile Service: This allowance is only for non-eligible 2025 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.	24P36MM	0.5 Hours
Ford Vehicle Pick-Up & Delivery Allowance: This allowance is only for non-eligible 2025 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.	24P36PP	0.5 Hours

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

PARTS RETENTION, RETURN, & SCRAPPING

In the event a module is replaced, follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must be scrapped by all applicable local, state, and federal environmental protection and hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall.

SERVICE PROCEDURE

IMPORTANT: The Service Technician Specialty Training (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. Field Service Action (FSA) repairs will reject and the claim will not be paid if the repairing technician is not certified in STST Competency 10 FSA. See Electronic Field Communication (EFC)15936 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 GSM.
From the list on the RH side of the screen, select GSM - Gear Shift Module (GSM) Software Update.
Click RUN. Follow all on-screen instructions carefully.
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.

Customer Satisfaction Program 24P36 - Gear Shift Module Update (24P36)