21B61 – Long Regen Stop Safely Now – 2021 Ford Mustang Mach-E

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© Copyright 2022 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division May 12, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B61 Certain 2021 Model Year Mach-E Vehicles Long Regen Stop Safely Now PROGRAM TERMS This program will be in effect from May 12, 2022 through May 12, 2023. There is no mileage limit for this program. URGENCY / EXPIRATION DATE This Customer Satisfaction Program has an expiration date of May 12, 2023, to encourage dealers and customers to have this service performed as soon as possible. FSA VIN Lists are expected to be available by May 12, 2022. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mach-E 2021 Cuautitlan February 24, 2020 through March 19, 2021 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In some of the affected vehicles, loss of propulsion during extended downhill drives may occur. This condition only occurs in drive cycles that consist of mostly downhill driving for an extended period of time. SERVICE ACTION Before delivering any new in-stock vehicles involved in this program, dealers are to update the software and replace the park pawl. This service must be performed on all affected vehicles at no charge to the vehicle owner. OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of June 1, 2022. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information 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 © Copyright 2022 Ford Motor Company System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, David J. Johnson © Copyright 2022 Ford Motor Company ATTACHMENT I Page 1 of 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B61 Certain 2021 Model Year Mach-E Vehicles Long Regen Stop Safely Now OASIS ACTIVATION OASIS will be activated on May 12, 2022. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on May 12, 2022. Owner names and addresses will be available by June 17, 2022. 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. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged 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. © Copyright 2022 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B61 Certain 2021 Model Year Mach-E Vehicles Long Regen Stop Safely Now 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. o 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 prior to completing the repair. CLAIMS PREPARATION AND SUBMISSION • Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online. o When entering claims: ▪ Claim type 31: Field Service Action. The FSA number 21B61 is the sub code. ▪ Customer Concern Code (CCC): Z08 ▪ Condition Code (CC): 79 ▪ Causal Part Number: 7D410 ▪ Part Quantity: 0 o 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 same claim type and sub code as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • 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. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B61 Certain 2021 Model Year Mach-E Vehicles Long Regen Stop Safely Now LABOR ALLOWANCES Description Labor Operation Labor Time Software Update – SOBDMC – Secondary On-Board Diagnostic Control Module C (Includes Any Other Module Required To Complete SOBDMC Programming) (Can Be Used With C) MT21B61B Up to 2.0 Hours Park Pawl Replacement (Can be Used With B) 21B61C 6.1 Hours PARTS REQUIREMENTS / ORDERING INFORMATION SSSC Web Contact Site: To place an order for K-Coded parts submit a VIN-specific Part Order contact via the SSSC Web Contact Site. Part Number Description Order Quantity Claim Quantity LJ9Z-7A233-A Gear 1 1 LJ9Z-7D410-A Rod – Parking Pawl Actuating (Rod park shift, Cam-bullet Nose, Spring-Rod – KIT) 1 1 LJ9Z-7D412-A Pin – Pawl Actuating Lever 1 1 LJ9Z-7A441-A Pawl Assembly – Parking 1 1 LJ9Z-7L252-A Spring 1 1 LJ9Z-7C078-A Wiring Assembly – Transmission 1 1 LJ9Z-15K861-A Bracket 1 1 LJ9Z-3B498-B Intermediate Shaft Retaining Circlip 1 1 LJ9Z-7045-A Park Gear Nut 1 1 LJ9Z-7H260-B LH Rear Half Shaft Seal 1 1 LK9Z-7061-B Intermediate Shaft Seal 1 1 Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes. DEALER PRICE For latest prices, refer to DOES II. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 2 of 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B61 Certain 2021 Model Year Mach-E Vehicles Long Regen Stop Safely Now PARTS RETENTION, RETURN, & SCRAPPING 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 in accordance with 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. EXCESS STOCK RETURN Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000. REPLACED FSA PARTS INSPECTION AND SIGN OFF Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of March 1st 2021 or later must be inspected and signed off on the repair order by a member of your dealers fixed operations management team or an employee the task has been delegated to. If the task is to be delegated to a non-management employee, the employee needs to be someone other than the technician who completed the repair and needs to understand the importance of completing this task consistently and accurately. • All parts replaced as part of an FSA repair should be returned to the parts department following the Warranty Parts Retention and Return Policies. • Inspect the replaced parts to verify the FSA repair was completed. • If the FSA repair is found to be complete, the designated employee signs the repair order line or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts were inspected and validated to have been replaced. • After the parts have been inspected, they should be handled based on the guidance in the parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.). • This process is subject to review during warranty audits for FSA repairs with a repair order open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement, found not to have been inspected and signed off during a warranty audit will be subject to chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair Process. Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA parts inspection process (electronic or handwritten) is independent from other warranty approval requirements. The approval by the designated employee implies that the FSA parts were found to be replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require approval on a single Repair Order, each applicable occurrence will require individual post repair approval by the designated employee.

ATTACHMENT III PAGE 1 OF 2 RECALL 21B61 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2022 CERTAIN 2021 MODEL YEAR MACH-E VEHICLES — LONG REGEN STOP SAFELY NOW SERVICE PROCEDURE Module Programming and Park Pawl Replacement 1. Replace the park lock actuator, park pawl, and park gear. Please follow Workshop Manual (WSM) procedures in Section 302-02. NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTC’s after programming. For DTC’s generated after programming, follow normal diagnostic service procedures. 2. Connect a battery charger to the 12V battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12 volt 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 VCM is properly connected to the DLC. 3. 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. 4. Click ‘Read VIN from Vehicle’ or manually enter the VIN. NOTE: Available modules are shown on the LH side of the screen, and available procedures are listed on the RH side of the screen. Modules that are communicating are highlighted in green. 5. Select Toolbox tab. 6. From the list on the LH side of the screen, select the SOBDMC. 7. From the list on the RH side of the screen, select SOBDMC – Secondary On-Board Diagnostic Control Module C (SOBDMC) Software Update. 8. Click RUN. Follow all on-screen instructions carefully. NOTE: If the Powertrain Control Module (PCM) is not updated during the SOBDMC update, it will need to be ran prior to proceeding with step 9. 9. From the list on the RH side of the screen, select Self-Test and click RUN. ATTACHMENT III PAGE 2 OF 2 RECALL 21B61 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2022 10. Click the Run Selected Tests button in the lower right. 11. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 12. Disconnect the battery charger from the 12V battery once the programming has completed. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. 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 Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and 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. • 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 a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection. c. 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. d. 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. e. 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.

 Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 June 2022 Customer Satisfaction Program 21B61 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? While driving your vehicle on extended downhill drives, you may experience a loss of propulsion. What is the effect? If you experience a loss of propulsion, you will be unable to accelerate your vehicle. A “Stop Safety Now” message will appear accompanied by audible warnings. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to install a software update and replace the park pawl free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until May 12, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this repair is less than one day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21B61. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access ford.com/support for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action  Copyright 2022 Ford Motor Company performed on a timely basis. Therefore, please have this service action performed as soon as possible. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. COVID-19 (CORONAVIRUS) Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit ford.com/support. What if you no longer own this vehicle? If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner. You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current owner. Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS: If you have questions or concerns, please contact our Ford Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: ford.com/support For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division

© Copyright 2022 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Junio 2022 Programa de satisfacción del cliente 21B61 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Número de identificación del vehículo (VIN): 12345678901234567 El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Al bajar una pendiente prolongada, podría experimentar una pérdida de propulsión del vehículo. ¿Cuál es el efecto? Si experimenta una pérdida de propulsión, no podrá acelerar el vehículo. Aparecerá un mensaje “Deténgase con cuidado ahora”, acompañado de alertas audibles. ¿Qué medidas adoptarán Ford y su distribuidor? Para satisfacer a nuestros clientes, Ford Motor Company ha autorizado a su distribuidor a instalar una actualización de software y reemplazar el trinquete de estacionamiento sin costo alguno (piezas y mano de obra), conforme a los términos de este programa. Este Programa de satisfacción del cliente tendrá vigencia hasta el 12 de mayo de 2023, independientemente del millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. ¿Cuánto tiempo tomará? El tiempo necesario para esta reparación será de menos de un día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. ¿Qué debe hacer? Llame a su distribuidor lo antes posible para que programe una cita de servicio para realizar el Programa de satisfacción del cliente 21B61. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta. Si aún no tiene un distribuidor para realizar el servicio, puede acceder a ford.com/support para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. © Copyright 2022 Ford Motor Company Ford Motor Company le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos necesarios para llevar a cabo el trabajo. Ford Motor Company puede negar la cobertura en caso de que el vehículo hubiese sufrido daños por no haber realizado la acción de servicio de manera oportuna. Por lo tanto, le solicitamos que realice esta acción de servicio lo antes posible. NOTA: Puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación FordPass. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras funciones como reserva de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. COVID-19 (CORONAVIRUS) Los distribuidores Ford han implementado protocolos mejorados con el fin de asegurar tanto su seguridad como la de los empleados de los diferentes distribuidores. Esto incluye procedimientos específicos de limpieza y desinfección antes y después de realizar servicio en cada uno de los vehículos de nuestros clientes. En la mayoría de los lugares, la atención de vehículos se ha considerado un servicio esencial. Póngase en contacto con su distribuidor local para confirmar las horas de servicio actuales. Para obtener más información sobre cómo Ford y su distribuidor local están trabajando arduamente para mantenerlo en las calles durante estos tiempos difíciles, visite ford.com/support. ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Este aviso lo recibió porque en nuestros archivos, basados principalmente en datos de registro y propiedad de los EE. UU., aparece usted como el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el gerente de servicio de su distribuidor para solicitar ayuda. PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es ford.com/support Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Información a Clientes de flotas al 1-800-34- FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es fleet.ford.com. Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). © Copyright 2022 Ford Motor Company Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente

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