22B10 Additional Remote Control and Key Blank – 2021 Ford Mach-E

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 Copyright 2023 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 February 27, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank REF: Customer Satisfaction Program 22B10 – Supplement #1 Dated October 17, 2022 New! REASON FOR THIS SUPPLEMENT • Owner Notification Mailing Schedule: Owner letters are expected to be mailed the week of March 6, 2023. • Owner Refunds: Refund expiration date extended to August 5, 2023. • Pickup and Delivery: Updates to Pickup and Delivery details. • Claims Preparation and Submission: Updated claiming for pickup and delivery. PROGRAM TERMS This program will be in effect through August 5, 2023. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mach-E 2021 Cuautitlan September 14, 2020, through July 7, 2021 Affected vehicles are identified in OASIS and FSAVIN Lists. REASON FOR THIS PROGRAM The 2021Mach-E was initially launched with a Phone as a Key (PaaK) and with single remote control. Customer feedback indicates that PaaK is not working as planned and a second remote control is desired. A second remote control and a key blank will be provided for all affected vehicles. SERVICE ACTION Dealers are to provide additional remote control and key blank at no charge to the vehicle owner. Option 1: At the customer’s request, program and provide additional remote control and key blank. Option 2: At the customer’s request, a refund (plus applicable sales tax), using the following steps: • Submit a claim for the refund amount to close the program (see “Claims Preparation and Submission” in Attachment I).  Copyright 2023 Ford Motor Company New! OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of March 6, 2023. 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 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 2023 Ford Motor Company ATTACHMENT I Page 1 of 3 Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank OASIS ACTIVATION OASIS was activated on August 5, 2022. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com by August 5, 2022. Owner names and addresses will be available in late October 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. New! OWNER REFUNDS • Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires on August 5, 2023. Refunds will only be provided to the owner plus applicable tax, instead of providing an additional remote control and key blank. • Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed. • Refunds will only be provided for the cost associated with a second remote control and key blank. RENTAL VEHICLES • Rental vehicles are not approved for this program.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 3 Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank New! PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers) in lieu of a rental vehicle. Refer to EFC12071, 2023 Remote Experience Program for details. 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. 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 before completing the repair.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 3 of 3 Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank New! 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 22B10 is the subcode.  Customer Concern Code (CCC): L20  Condition Code (CC): 42  Causal Part Number: PATSKEY  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. • Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for details. • Refunds: Owners who purchased an additional remote control and key blank before the FSA program. o Claim Labor Operation MTREFUND – 0.1 Hours (closes the program, covers mailing refund). o Submit a refund plus applicable sales tax on the same repair line (reimbursement instead of providing a second remote control and key blank). o Note: An invoice copy may be needed for refund reimbursement. – Program Code: 22B10 – Misc. Expense: ADMIN – Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs. – Not to be claimed with Labor Operation 22B10B  Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 2 Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank LABOR ALLOWANCES Description Labor Operation Labor Time Program a second remote control 22B10B 0.3 Hour PARTS REQUIREMENTS / ORDERING INFORMATION Part Number Description Order Quantity Claim Quantity Rotunda Part # 164-R8319 Remote Control* OWS will apply the appropriate markup. Claim as “OSP” pricing at $142.95 (Quantity of 1 needed) Rotunda Part # 164-R8311 Key Blank* OWS will apply the appropriate markup. Claim as “KEY” pricing at $39.55 (Quantity of 1 needed) Order your parts requirements through normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed. * Order the key blank and remote control through Rotunda: https://rotunda.service-solutions.com/en-US/Pages/Home.aspx. EXCESS STOCK RETURN The excess stock returned for credit must have been purchased from Ford Customer Service Division by Policy Procedure Bulletin 4000. 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 of 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 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.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 2 Customer Satisfaction Program 22B10 – Supplement #2 Certain 2021 Model Year Mach-E Additional Remote Control and Key Blank 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 dealer fixed operations management team or an employee of 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 of 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 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 22B10-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2023 CERTAIN 2021 MODEL YEAR MACH-E VEHICLES — ADDITIONAL REMOTE CONTROL AND KEY BLANK SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs 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 Communications Module (VCM) 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. 5. From the list on the LH side of the screen, select the PCM. 6. From the list on the RH side of the screen, select Passive Anti-Theft System (PATS) Programming. 7. Click RUN. Follow all on-screen instructions carefully. 8. When prompted to “Select the desired function”, select Program Key. ATTACHMENT III PAGE 2 OF 3 CUSTOMER SATISFACTION PROGRAM 22B10-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2023 9. When prompted, place the key remote control that is to be programmed onto the backup transceiver located inside the center console compartment then click OK. See Figure 1. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 22015A FRONT OF VEHICLE BACKUP TRANSCEIVER KEY REMOTE CONTORL TO BE PROGRAMMED FIGURE 1 10. When prompted to “Select the desired function”, select Exit. 11. Disconnect the FDRS scan tool. 12. Disconnect the battery charger from the 12V battery once the programming has completed. 13. Test the new programmed key remote control functions. ATTACHMENT III PAGE 3 OF 3 CUSTOMER SATISFACTION PROGRAM 22B10-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 02/2023 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 1. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC. 2. 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. 3. 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. 4. 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. 5. 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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Owner letter

 Copyright 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 March 2023 Customer Satisfaction Program 22B10 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? Your vehicle was built and delivered with a Phone as a Key (PaaK) and single remote control. Many customers have provided feedback that a second remote control is desired. We heard you and would like to provide you with a second remote control with a key blank for your vehicle. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to provide a second remote and key blank free of charge (parts and labor) under the terms of this program or a refund if you have purchased a second remote control for your vehicle. This Customer Satisfaction Program will be in effect until August 5, 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 half a 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 22B10. 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. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be  Copyright 2023 Ford Motor Company What should you do? (continued) 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. Have you previously paid for this repair? You may be eligible for a refund if you paid for a second remote control before the date of this letter. Refunds will only be provided related to the additional remote control and key blank. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before August 5, 2023. To avoid delays, do not send receipts to Ford Motor Company. 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 obtaining a second remote control and key blank 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: 8:00 AM – 8:00 PM (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: 7:00 AM – 11:00 PM and Saturday 7:00 AM – 5:00 PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division

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