Customer Satisfaction Program 22B28 Reprogram HVAC Control Module – 2021-2022 Ford Mustang Mach-E

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© Copyright 2022 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division November 22, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module PROGRAM TERMS This program will be in effect through November 30, 2023. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2021 CSAP February 24, 2020 through December 23, 2021 Mustang Mach-E 2022 CSAP August 16, 2021 through July 8, 2022 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM A software update has been released to ensure that customers are getting the best heating performance on their vehicles while driving at highway speeds. These updates will improve the heating capability and the defrost and defog performance when exterior temperatures are at or below -15oC/5oF. SERVICE ACTION Dealers are to reprogram the heating ventilation air conditioning module (HVAC) to the latest level using the Ford Diagnostic Repair System tool (FDRS). This service must be performed on all affected vehicles at no charge to the vehicle owner. NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mach-E vehicles. © Copyright 2022 Ford Motor Company OVER THE AIR (OTA) UPDATES (FORD POWER-UP / LINCOLN WAY): • In addition to your dealer being able to update vehicles now using FDRS, Ford has deployed an OTA software update. • Before scheduling service and/or performing a repair for an OTA capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS) and 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 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.) OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of December 19, 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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, Stacy L. Balzer © Copyright 2022 Ford Motor Company ATTACHMENT I Page 1 of 2 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module OASIS ACTIVATION OASIS will be activated on November 22, 2022. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 22, 2022. Owner names and addresses will be available week of January 9, 2023. 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. © Copyright 2022 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. 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 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. ▪ Subcode: 22B28 ▪ Customer Concern Code (CCC): C04 ▪ Condition Code (CC): 04 ▪ Causal Part Number: No Parts. (18C612) 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 the same claim type and subcode as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module LABOR ALLOWANCES Description Labor Operation Labor Time Repair: Reprogram HVAC Control Module using FDRS 22B28B 0.4 Hour(s) PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. 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 FSAs 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 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 CERTAIN 2021-2022 MODEL YEAR MACH-E VEHICLES — HEATING, VENTILATION, AND AIR CONDITIONING (HVAC) SOFTWARE UPDATE SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (DTC’s) after programming. For DTC’s generated after programming, follow normal diagnostic service procedures. 1. 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 Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC). 2. 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. 3. 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. 4. Select Toolbox tab. Software procedures continued on next page. ATTACHMENT III PAGE 2 OF 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 8. From the list on the RH side of the screen, select Self-Test and click RUN. 9. Click the Run Selected Tests button in the lower right. 10. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 11. 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. Module Programming continued on next page. 22125A PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT FIGURE 1 5. From the list on the LH side of the screen, select the HVAC. 6. From the list on the RH side of the screen, select: HVAC – Heating, Ventilation, and Air Conditioning (HVAC) Control Module Software Update. 7. Click Download and then Run. Follow all on-screen instructions carefully. See Figure 1. ATTACHMENT III PAGE 3 OF 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 Module Programming Continued • 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. Ó Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 December 2022 Customer Satisfaction Program 22B28 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? We want you to have the best and most comfortable driving experience while driving your Mustang Mach-E. To ensure your vehicle is providing optimal output from its heating system, we have developed a software update to improve the heating capability, defrost and defog performance when exterior temperatures are at or below -15oC/5oF. What is the effect? Without these updates, you may experience less than optimal cabin heating and possible window frost or fogging while driving at highway speeds in colder temperatures at or below -15oC/5oF. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has released software for 22B28. Your vehicle is capable of Ford Power Up Software Updates. When Automatic Updates are turned ON (standard from the factory), the software will be downloaded to your vehicle over a private wi-fi network or through your vehicle’s modem through the cellular network. Before the software will install you will have to schedule a day and time when you will not need the vehicle for up to 60 minutes while the installation completes. Note: Refer to ford.com/support for further information on your Ford Power Up Software Updates system. Should the software fail to load or install properly, Ford has authorized your dealer to install 22B28 software free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until November 30, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners. Ó Copyright 2022 Ford Motor Company How long will it take? The time needed for this software installation is (approximately 60 minutes (or one hour). If you prefer to go to your dealer for the software update, the time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. What should you do? For your convenience, Ford is encouraging you to update your vehicle’s software using Ford Power Up Software Update capabilities. By utilizing this option, you should not need to take your vehicle to your dealer unless you’re unable to successfully perform the update. To complete this software update, your vehicle will have to be parked with the ignition off for a short period of time. Also, you will have to schedule (we suggest overnight or during work hours) the software installation to ensure that you will not need your vehicle during the update. You can check the progress of the installation via the icons on the in-vehicle screen, FordPass app, or on the Owner website. To set a recurring schedule, 1. Tap Settings on your vehicle’s SYNC screen 2. Choose System (or Software) Updates 3. Press Schedule Updates 4. Choose Schedule 5. Choose your preferred days and times (the more days you select the faster you will get updates) 6. Press Save To confirm Automatic Updates is turned ON, 1. Tap Settings on your vehicle’s SYNC screen 2. Choose System Updates 3. Confirm Automatic Updates is toggled to on You will receive a reminder in your vehicle 24 hours prior and in your FordPass App as well. You can reschedule up to 2 mins before the update begins. Important Notes • Ford Power Up software updates are not deployed to all vehicles at the same time. • If you choose to turn Automatic Updates OFF, you will need to have consented to all prior updates for this update to be deployed to your vehicle. • Update Details will specify this recall as being included when this update is available/successfully installed on your vehicle. • Refer to Ford.com/support for further information. If you choose to have your dealer install this software, please call your dealer to schedule a service appointment for Customer Satisfaction Program 22B28. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. Ó Copyright 2022 Ford Motor Company (continued) 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. 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. Ford has developed a video to assist you How to maintain optimal cabin heating. • Preconditioning: The best way to heat or cool your electric vehicle is to precondition it while it’s plugged into a power source. (Can be set through the FordPass App.) • Defrost Settings: You can use the max defrost settings to clear your windows before driving in cold weather. • Auto Mode: Use auto mode to optimize the available hot or cold air. Auto mode uses input from sensors inside and outside the vehicle to automatically adjust the cabin temperature to a comfortable level. Any questions? Go to Ford.com/Support. Ford has created a short video describing these settings and how to optimize cabin heating. For your convenience, Ford has provided the QR code below which can take you directly to the video. Scanning a QR code using a device is straightforward: Open the QR reader application or the camera on your smartphone. Point it at the QR code, then tap the banner that appears on your device. Follow the instructions on the screen to finish. 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. Ó Copyright 2022 Ford Motor Company 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division Ó Copyright 2022 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Diciembre, 2022 Programa de satisfacción del cliente 22B28 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? Deseamos que tenga la mejor y más confortable experiencia de manejo mientras conduce su Mustang Mach-E. Para asegurar que su vehículo tenga un óptimo rendimiento de su sistema de calefacción, hemos desarrollado una actualización de software para mejorar la capacidad de calefacción, el rendimiento del desempañador y del descarchador cuando las temperaturas exteriores son de -15oC/5oF o menos. ¿Cuál es el efecto? Sin estas actualizaciones, se podría experimentar una calefacción de la cabina no tan óptima y un posible empañamiento de las ventanas mientras conduce a velocidades de autopista a temperaturas más frías de -15oC/5oF o menos. ¿Qué medidas adoptarán Ford y su distribuidor? En beneficio de la satisfacción del cliente, Ford Motor Company ha lanzado el software para 22B28. Su vehículo tiene la capacidad de recibir actualizaciones de software de Ford Power Up. Cuando Actualizaciones automáticas esté activado (estándar de fábrica), el software se descargará en el vehículo a través de una red wifi privada o mediante el módem del vehículo, a través de la red celular. Antes de instalar el software, deberá programar un día y hora en algún momento que no necesite el vehículo durante unos 60 minutos, mientras se realiza la instalación. Nota: Consulte ford.com/support para obtener información adicional sobre el sistema de Actualizaciones de software de Ford Power Up. Si el software no se puede cargar o instalar correctamente, Ford ha autorizado a su distribuidor a instalar el software de 22B28 sin costo alguno (piezas y mano de obra), conforme a los términos de este programa. Ó Copyright 2022 Ford Motor Company Este Programa de satisfacción del cliente tendrá vigencia hasta el 30 de noviembre de 2023, sin importar el millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. Ó Copyright 2022 Ford Motor Company ¿Cuánto tiempo tomará? El tiempo requerido para la instalación de este software es, aproximadamente, 60 minutos (o una hora). Si prefiere ir al distribuidor para realizar la actualización del software, el tiempo necesario para esta reparación será de menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. ¿Qué debe hacer? Para su conveniencia, Ford recomienda que actualice usted mismo el software del vehículo con las capacidades de actualización de software de Ford Power Up. Al utilizar esta opción, no será necesario que lleve el vehículo al distribuidor, a menos que no pueda realizar correctamente la actualización. Para realizar esta actualización de software, el vehículo deberá estar estacionado con el encendido apagado durante un breve lapso. Adicionalmente, deberá programar (sugerimos hacerlo durante la noche o durante horas de trabajo) la instalación del software para asegurarse de que no necesitará el vehículo durante la actualización. Puede comprobar el progreso de la instalación a través de los iconos en la pantalla en el vehículo, en la aplicación FordPass o en el sitio web del propietario. Para establecer un cronograma recurrente, 1. Toque Ajustes en la pantalla de SYNC del vehículo 2. Seleccione Actualizaciones del sistema (o software) 3. Presione Programar actualizaciones 4. Seleccione Cronograma 5. Elija sus días y horas preferidos (mientras más días seleccione, más rápido obtendrá las actualizaciones) 6. Presione Guardar Para confirmar que Actualizaciones automáticas está activado, 1. Toque Ajustes en la pantalla de SYNC del vehículo 2. Seleccione Actualizaciones del sistema 3. Confirme que Actualizaciones automáticas está activado 24 horas antes recibirá un recordatorio en el vehículo y también en la aplicación FordPass. Puede reprogramar hasta 2 minutos antes de que comience la actualización. Notas importantes • Las actualizaciones de software de Ford Power-Up no se implementará en todos los vehículos al mismo tiempo. • Si opta por desactivar las actualizaciones automáticas, deberá haber aceptado todas las actualizaciones anteriores para que esta se implemente en su vehículo. • Detalles de actualización especificará que esta campaña estará incluida cuando esta actualización esté disponible o cuando se haya instalado correctamente en su vehículo. • Para obtener más información, consulte Ford.com/support. Ó Copyright 2022 Ford Motor Company (continuación) Si opta por que el distribuidor instale este software, llame al distribuidor para programar una cita de servicio para realizar el Programa de satisfacción del cliente 22B28. 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. Ford Motor Company le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos para llevar a cabo el trabajo. 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. Ford ha desarrollado un video para asistirlo Cómo mantener una óptima calefacción de la cabina. • Preacondicionamiento: La mejor forma de calefaccionar o enfriar su vehículo eléctrico es preacondicionarlo mientras está conectado a una fuente de alimentación. (Puede ser a través de la aplicación FordPass.) • Ajustes del desempañador: Puede usar los ajustes del desempañador máx. para limpiar las ventanas antes de conducir en clima frío. • Modo auto: Use el modo auto para optimizar el aire caliente o frío disponible. El modo auto usa una señal de los sensores en el interior y exterior del vehículo para ajustar automáticamente la temperatura de la cabina en un nivel agradable. ¿Alguna pregunta? Vaya a Ford.com/Support. Ford ha creado un breve video en el cual se describen estos ajustes y cómo optimizar la calefacción de la cabina. Para su conveniencia, Ford ha proporcionado el código QR a continuación, que lo llevará directamente al video. Ó Copyright 2022 Ford Motor Company El escaneo del código QR con un dispositivo es sencillo: Abra la aplicación del lector de QR o la cámara en su smartphone. Apunte al código QR, luego toque el banner que aparece en el dispositivo. Siga las instrucciones en la pantalla para terminar. ¿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. Ó Copyright 2022 Ford Motor Company ¿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 contacto de Ford Pro al 1-800-34-FLEET, elija la opción n.° 1 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 7:00 a.m. a 11:00 p.m. y sábado de 7:00 a.m. a 5:00 p.m. (hora del este). Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente Ford Power-Up Software: Updates How to turn on Automatic Updates and Set a Recurring Schedule Ford Power-Up software updates are downloaded and installed over-the-air using an either an external WiFi or FordPass™ Connect (vehicle modem). Most software updates will happen seamlessly in the background, as long as both of the following have been done on your vehicle: 1. Automatic Updates is turned ON 2. A Recurring Schedule has been set. We recommend scheduling updates for overnight or at a time that you will not need to enter or use the vehicle. See your Owner’s Manual for more information on how to navigate your entertainment display. To set a recurring schedule: 1. Tap Settings on your vehicle’s SYNC screen. 2. Choose System (or Software) Updates 3. Press Schedule Updates (or Recurring Update Schedule) Depending on your vehicle you will either: 4. Choose Schedule 5. Choose your preferred days and times. 6. Press Save or 4. Select one of the Preset options OR Select Custom Schedule 5. If Custom Schedule choose your preferred days (2 minimum) and time. 6. Exit the screen (Schedule is auto saved). To confirm Automatic Updates is turned ON: 1. Tap Settings on your vehicle’s SYNC screen. 2. Choose System (or Software) Updates 3. Confirm Automatic Updates is toggled to on Prior to software download and installation, you will receive a reminder in your vehicle (24 hours prior) and in your FordPass App. You can reschedule up to 2 mins before the update begins. Important Notes • Ford Power-Up software updates are not deployed to all vehicles at the same time. • If you choose to turn Automatic Updates OFF, you will need to have consented to all prior updates for this update to be deployed to your vehicle. • Update Details will specify this program as being included when this update is available / successful installed on your vehicle. • Refer to Ford.com/support for further information. NOTE: In your vehicle’s entertainment display the Update Details screen will specify this recall as being included when this update is available or successfully installed on your vehicle. You will also get an Update Successful alert in the message center of your Ford Pass app. If you are unsure if you have received the software update for this recall or have any questions regarding software updates, please call our specially trained Software Update Customer Relationship Center at: 1-833-389-0848. Software de Ford Power-Up: Actualizaciones Cómo activar Actualizaciones automáticas y programar un cronograma recurrente Las actualizaciones del software de Ford Power-Up se descargan e instalan por aire a través de una conexión wifi externa o FordPass™ Connect (módem del vehículo). La mayoría de las actualizaciones de software se producirán sin percibirlo, en segundo plano, siempre que se hayan realizado estas dos acciones en el vehículo: 1. Actualizaciones automáticas está activado 2. Se haya programado un cronograma recurrente. Recomendamos programar las actualizaciones durante la noche o en un momento que no requiera entrar o utilizar el vehículo. Consulte el Manual del propietario para obtener más información sobre cómo navegar en la pantalla de entretenimiento. Para establecer un cronograma recurrente: 1. Toque Ajustes en la pantalla de SYNC del vehículo. 2. Seleccione Actualizaciones del sistema (o software) 3. Presione Programar actualizaciones (o Cronograma de actualizaciones recurrentes) Según el vehículo, deberá: 4. Seleccionar Cronograma 5. Elegir los días y horas de su preferencia. 6. Presionar Guardar o 4. Seleccionar una de las opciones preajustadas O seleccionar Cronograma personalizado. 5. Si opta por el Cronograma personalizado, elija los días (2 como mínimo) y hora de su preferencia. 6. Salir de la pantalla (el Cronograma se guarda automáticamente). Para confirmar que Actualizaciones automáticas está activado: 1. Toque Ajustes en la pantalla de SYNC del vehículo. 2. Seleccione Actualizaciones del sistema (o software) 3. Confirme que Actualizaciones automáticas está activado Antes de descargar e instalar el software, recibirá un recordatorio en el vehículo (24 horas antes) y también en la aplicación FordPass. Puede reprogramar hasta 2 minutos antes de que comience la actualización. Notas importante • Las actualizaciones de software de Ford Power-Up no se implementará en todos los vehículos al mismo tiempo. • Si opta por desactivar las actualizaciones automáticas, deberá haber aceptado todas las actualizaciones anteriores para que esta se implemente en su vehículo. • Detalles de actualización especificará que este programa está incluido cuando esta actualización esté disponible o cuando se haya instalado correctamente en su vehículo. • Para obtener más información, consulte Ford.com/support. NOTA: Si la pantalla de entretenimiento de su vehículo muestra Detalles de actualización, se especificará que esta campaña estará incluida cuando esta actualización esté disponible o cuando se haya instalado correctamente en su vehículo. También recibirá una alerta de Actualización correcta en el centro de mensajes de su aplicación FordPass. Si no está seguro de haber recibido la actualización de software en este campaña o si tiene preguntas relacionadas con las actualizaciones de software, llame al Centro de Relación con Clientes específicamente capacitado en actualización de software. 1-833-389-0848.

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 Copyright 2022 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division November 22, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module PROGRAM TERMS This program will be in effect through November 30, 2023. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2021 CSAP February 24, 2020 through December 23, 2021 Mustang Mach-E 2022 CSAP August 16, 2021 through July 8, 2022 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM A software update has been released to ensure that customers are getting the best heating performance on their vehicles while driving at highway speeds. These updates will improve the heating capability and the defrost and defog performance when exterior temperatures are at or below -15oC/5oF SERVICE ACTION Dealers are to reprogram the heating ventilation air conditioning module (HVAC) to the latest level using the Ford Diagnostic Repair System tool (FDRS). This service must be performed on all affected vehicles at no charge to the vehicle owner. NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mach-E vehicles.  Copyright 2022 Ford Motor Company OVER THE AIR (OTA) UPDATES (FORD POWER-UP / LINCOLN WAY): • In addition to your dealer being able to update vehicles now using FDRS, Ford has deployed an OTA software update. • Before scheduling service and/or performing a repair for an OTA capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS) and 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 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.) OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of December 19, 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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, Stacy L. Balzer  Copyright 2022 Ford Motor Company ATTACHMENT I Page 1 of 2 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module OASIS ACTIVATION OASIS will be activated on November 22, 2022. . FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 22, 2022. Owner names and addresses will be available week of January 9, 2023. 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.  Copyright 2022 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. 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 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.  Subcode: 22B28  Customer Concern Code (CCC): C04  Condition Code (CC): 04  Causal Part Number: No Parts. (18C612) 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 the same claim type and subcode as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button.  Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE RECOMMENDED DELIVERY HOLD Customer Satisfaction Program 22B28 Certain 2021-2022 Model Year Mustang Mach-E Vehicles Reprogram HVAC Control Module LABOR ALLOWANCES Description Labor Operation Labor Time Repair: Reprogram HVAC Control Module using FDRS 22B28B 0.4 Hour(s) PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. 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 FSAs 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 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 CERTAIN 2021-2022 MODEL YEAR MACH-E VEHICLES — HEATING, VENTILATION, AND AIR CONDITIONING (HVAC) SOFTWARE UPDATE SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (DTC’s) after programming. For DTC’s generated after programming, follow normal diagnostic service procedures. 1. 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 Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC). 2. 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. 3. 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. 4. Select Toolbox tab. Software procedures continued on next page. ATTACHMENT III PAGE 2 OF 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 8. From the list on the RH side of the screen, select Self-Test and click RUN. 9. Click the Run Selected Tests button in the lower right. 10. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 11. 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. Module Programming continued on next page. 22125A PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT FIGURE 1 5. From the list on the LH side of the screen, select the HVAC. 6. From the list on the RH side of the screen, select: HVAC – Heating, Ventilation, and Air Conditioning (HVAC) Control Module Software Update. 7. Click Download and then Run. Follow all on-screen instructions carefully. See Figure 1. ATTACHMENT III PAGE 3 OF 3 CUSTOMER SATISFACTION PROGRAM 22B28 CPR © 2022 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 11/2022 Module Programming Continued • 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.

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