23C38 – Update SYNC Software – 2022-2023 Ford F-150 Lightning

SEOCONTENT-START

OMB Control No.: 2127-0004
Part 573 Safety Recall Report 23V-801
The information contained in this report was submitted pursuant to 49 CFR §573
Manufacturer Name : Ford Motor Company
Submission Date : NOV 28, 2023
NHTSA Recall No. : 23V-801
Manufacturer Recall No. : 23C38
Manufacturer Information :
Manufacturer Name : Ford Motor Company
Address : 330 Town Center Drive
Suite 500 Dearborn MI 48126-2738
Company phone : 1-866-436-7332
Population :
Number of potentially involved : 5,118
Estimated percentage with defect : 100 %
Vehicle Information :
Vehicle 1 : 2022-2023 Ford F-150 Lightning
Vehicle Type : LIGHT VEHICLES
Body Style : PICKUP TRUCK
Power Train : NR
Descriptive Information : Affected F-150 Lightning vehicles are equipped with a 15-inch touchscreen and had
SYNC software version 1.9.4 installed during Over-the-Air (OTA) update 6.3.0.
These vehicles are not produced in VIN order. Information as to the applicability of
this action to specific vehicles can best be obtained by either calling Ford’s toll-free
line (1-866-436-7332) or by contacting a local Ford or Lincoln dealer who can obtain
specific information regarding the vehicles from the Ford On-line Automotive Service
Information System (OASIS) database.
5,118 F-150 Lightning vehicles are affected.
Production Dates : OCT 14, 2021 – APR 18, 2023
VIN Range 1 : Begin : NR End : NR Not sequential
Description of Noncompliance :
Description of the
Noncompliance :
Affected vehicles may have software logic that does not reset the Electronic
Stability Control (ESC) system to default operation at the initiation of each
ignition cycle. Section 5.4.1 of FMVSS No. 126 requires that the vehicle’s ESC
system return to the manufacturer’s original default ESC mode at the initiation
of each ignition cycle
FMVSS 1 : 126 – Electronic stability control systems
FMVSS 2 : NR
Description of the Safety Risk : The vehicle operator may not notice that the vehicle operates differently after
receiving the OTA Update 6.3.0 and now remains in Off-Road Mode with a
Part 573 Safety Recall Report 23V-801 Page 2
The information contained in this report was submitted pursuant to 49 CFR §573
reduced ESC state after cycling the ignition. If the vehicle operator does not
notice the ESC Off telltale in the cluster, they may not know the vehicle is in a
reduced ESC state. For these vehicles, failing to revert back to a normal ESCOn
state after being in Off-Road mode makes the vehicles noncompliant to
FMVSS No. 126, increasing the risk of crash.
Description of the Cause : An Over-the-Air software update introduced incorrect software logic that
caused user-selectable drive modes, including ESC status, to carry over
between ignition cycles instead of returning to default ESC operation with each
ignition cycle.
Identification of Any Warning
that can Occur :
At key ignition, the cluster will display the “ESC Off” (skidding car) telltale.
Involved Components :
Component Name 1 : APIM
Component Description : Accessory Protocal Interface Module
Component Part Number : PU5T-14G682-EL
Supplier Identification :
Component Manufacturer
Name : NR
Address : NR
NR
Country : NR
Chronology :
October-November 2023
On November 9, 2023, an issue pertaining to the persistence of user-selected drive modes, including ESC status,
between ignition cycles on certain 2022 and 2023 model year Ford Lightning vehicles was brought to Ford’s
Critical Concern Review Group (CCRG) for review. The carry over of drive modes between ignition cycles was
first identified during the weekend of October 27, 2023, when Ford personnel noticed that the last selected
drive mode began to carry over between ignition cycles after receiving Over-the-Air (OTA) software update
6.3.0 (SYNC version 1.9.4). The OTA software deployments were halted on October 27, 2023 for an unrelated
concern.
Certain drive modes, such as Off-Road Mode, change the performance of Electronic Stability Control (ESC)
Part 573 Safety Recall Report 23V-801 Page 3
The information contained in this report was submitted pursuant to 49 CFR §573
operation. The F-150 Lightning Off-Road mode has a less restrictive ESC function to allow for improved
traction on loose surfaces such as soft soil. The CCRG investigation determined that the SYNC 1.9.4 update
caused the reduced ESC function tied to Off-Road mode to carry over between drive cycles without user input
instead of returning to default ESC operation with each drive cycle.
Federal Motor Vehicle Safety Standard (FMVSS) No.126 Electronic Stability Control Systems allows a driver to
turn off the ESC operation in certain circumstances. However, Section 5.4.1 of FMVSS No, 126 explicitly
requires that the vehicle’s ESC system return to the manufacturer’s original default ESC mode at the initiation
of each ignition cycle. The CCRG reviewed the certain exclusions in Section 5.4.1 of FMVSS No. 126, but
determined that they do not apply to these F-150 Lightnings.
CCRG reviewed the deployment records for the OTA and determined that 5,118 number of vehicles received
the OTA update version 6.3.0.
On November 17, 2023, Ford’s Field Review Committee reviewed the concern and approved a field action.
Ford is not aware of any reports of accident or injury related to this condition.
Description of Remedy :
Description of Remedy Program : The remedy for this program is a software update to Accessory Protocol
Interface Module (APIM). Ford began Ford Power-Up Over-the-Air
deployments to update the APIM software for affected vehicles in
November 2023. Alternatively, owners will have the option to take their
vehicle to a Ford or Lincoln dealer to complete the software update. There
will be no charge for this service.
Ford provided the general reimbursement plan for the cost of remedies
paid for by vehicle owners prior to notification of a safety recall in May
2023. The ending date for reimbursement eligibility is estimated to be
January 5, 2024.
Ford will forward a copy of the notification letters to dealers to the agency
when available.
How Remedy Component Differs
from Recalled Component :
The software on the Accessory Protocol Interface Module (APIM), part
number PU5T-14G682-EL, will be updated to no longer store the drive
mode settings from the previous ignition cycle.
Identify How/When Recall Condition
was Corrected in Production :
Not required per 49 Part 573.
Recall Schedule :
Description of Recall Schedule : Notification to dealers is expected to occur on November 30, 2023.
Part 573 Safety Recall Report 23V-801 Page 4
The information contained in this report was submitted pursuant to 49 CFR §573
Mailing of owner notification letters is expected to begin December 18,
2023 and is expected to be completed by December 22, 2023.
Planned Dealer Notification Date : NOV 30, 2023 – NOV 30, 2023
Planned Owner Notification Date : DEC 18, 2023 – DEC 22, 2023
* NR – Not Reported

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© Copyright 2023 Ford Motor Company
Stacy L. Balzer Ford Motor Company
Director PO Box 1904
Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Compliance Recall 23C38
Certain 2022 – 2023 Model Year F-150 Lightning Vehicles Update SYNC Software
AFFECTED VEHICLES November 30, 2023 Vehicle F-150
Lightning Model Year
2022
2023 Assembly Plant Rouge EV Center Build Dates
October 14, 2021 through October 19, 2022
August 15, 2022 through April 18, 2023 US population of affected vehicles: 5111. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before opening an RO and/or beginning a repair.
REASON FOR THIS COMPLIANCE RECALL
All of the affected vehicles may not conform to the requirements specified by Federal Motor Vehicle Safety Standard (FMVSS) No.126, Electronic Stability Control Systems, due to an error in a previous software update. On the vehicle, it may be possible that when you place the vehicle in certain drive modes with reduced Electronic Stability Control (ESC) restriction (ESC Off telltale illuminated) and the ignition is cycled, ESC will not return to the required default state (ESC Off telltale off). This results in noncompliance to FMVSS No. 126.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to update the Accessory Protocol Interface Module (APIM) software. This service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
To assist vehicle owners to have this repair completed, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-Up & Delivery should be made available for all customers. Refer to the Rental and Claiming sections for further details.
OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP):
• In addition to you being able to update vehicles now using FDRS, Ford has deployed an OTA software update in mid-November 2023.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the FSA is still open (OASIS) and that 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 the 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 18, 2023. Owners will be given the option of installing the software update themselves, or they can have their dealer perform the service for them.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $26,315 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Vehicle Pick-Up & Delivery Record
• Owner Notification Letters
• Recall Reimbursement Plan
• How to Enable Ford Power Up
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 Compliance Recall 23C38 Administrative Information
Page 1 of 3 MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
– Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on November 30, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 30, 2023. Owner names and addresses will be available by January 5, 2024.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this recall 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 recall.
SOLD VEHICLES
• Ford has not issued instructions to stop selling/delivering or driving used vehicles under this compliance recall. Owners should contact their dealers for an appointment to have their vehicles remedied as soon as practicable.
• 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.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental company from selling, renting, or leasing vehicles subject to a safety or compliance recall. Please consult your legal counsel for legal advice.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this recall. © Copyright 2023 Ford Motor Company Compliance Recall 23C38 Administrative Information
Page 2 of 3 OWNER REFUNDS
• This safety recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle.
• Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed before the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 48121- 6251.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with a SYNC software update for this issue.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers – Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2023 Remote Experience Program for Pick-Up & Delivery are authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual / Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances for FSAs / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked.
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 Compliance Recall 23C38 Administrative Information
Page 3 of 3 CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number (23C38) is the subcode.
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.
• Refunds: Submit refunds on a separate repair line.
– Program Code: 23C38 – Misc. Expense: ADMIN
– Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
o 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.
• Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
▪ Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery (PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
▪ Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery services.
▪ Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation. © Copyright 2023 Ford Motor Company Labor Allowances and Parts Ordering Information
Page 1 of 1 Compliance Recall 23C38 LABOR ALLOWANCES
Description Labor Operation Labor Time
Check APIM software level and update to latest version. 23C38B 1.4 Hours Check APIM software level and already at latest version. Cannot be claimed with 23C38B.
Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2023 Remote Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle Pick- Up & Delivery for dealership repairs only. Can only be claimed once, regardless of outstanding FSAs repaired.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair. 23C38C 23C38PP 0.3 Hours 0.5 Hours © Copyright 2023 Ford Motor Company TECHNICAL INSTRUCTIONS
PAGE 1 OF 4 RECALL PROGRAM 23C38 CERTAIN 2022-2023 MODEL YEAR F-150 LIGHTNING — SYNC MODULE REPROGRAMMING 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. From the vehicle settings menu disable the 30 minute max idle option. • From the center display press the vehicle settings button and turn off the 30 minute max idle
setting. See Figure 1. 21694E FIGURE 1
2. Install the Ford Diagnostic and Repair System (FDRS) Scan tool and required reprogramming or diagnostic components. Check the vehicle’s State Of Charge Parameter Identification Data (PID) by performing the following: • Launch the Ford Diagnostic and Repair System (FDRS) and navigate to toolbox tab > datalogger
> BCM and select BATT SOC PID.
• Ensure that the BATT_SOC PID reads over 80%. If the PID is less than 80%, fully recharge the vehicle’s 12-volt battery using the appropriate Rotunda battery tester and charger.
• Remove the charger from the vehicle and using FDRS, navigate to toolbox tab > BCM > Reset Battery.
• Monitor Sensor Learned Values application. Perform the BMS reset.
• Connect the Rotunda battery tester and charger and set it to maintain 12.6 to 13.6 volts. Monitor the voltage real time using the indicator at the bottom right corner of FDRS to ensure that it is within this range. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
11/2023 TECHNICAL INSTRUCTIONS
PAGE 2 OF 4 RECALL PROGRAM 23C38 3. Connect a battery charger to the 12V battery. • Use of a heavy-duty charger is recommended to maintain proper battery voltage during this procedure. 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. NOTE: VCM 3 is recommended for improved data download time. 4. Log into Ford Diagnostic and Repair System (FDRS). Ensure FDRS is updated to the latest version at 34.5.1 or higher. NOTE: A 32GB or larger USB flash drive is required for Accessory Protocol Interface Module APIM software updates. Make sure the USB flash drive being used is formatted correctly. To see the available drives, hold down the Windows icon keyboard key and press the E keyboard key. Right click on the USB flash drive and select Properties. If File System under the General tab is not exFAT, the drive must be formatted.
• To format the USB flash drive:
• Right click on the USB flash drive
• Select Format, select exFAT for the File System
• Select Default Allocation Size for the Allocation Unit Size.
• De-selecting Quick Format is not necessary and will result in a lengthier operation. See Figure 2. 5. Start a new FDRS session. FIGURE 2 21694D 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. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
11/2023 TECHNICAL INSTRUCTIONS
PAGE 3 OF 4 RECALL PROGRAM 23C38 6. Select Toolbox tab. 7. Select Software Updates tab to see updates available. 8. Are there any updates available for the APIM? Yes – Proceed to Step 9. No – This completes the Field Service Action. 9. When prompted by the FDRS, connect the USB flash drive to the personal computer (PC). 10. When prompted by the FDRS, safely remove/eject the USB flash drive from the PC, turn the
vehicle to Key On Engine Running (KOER), and connect the USB to the media hub to install
the software update. The update starts automatically and may take 10 minutes or longer to complete. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive with software
update. 11. For APIM USB software updates when SYNC touchscreen prompts to restart the vehicle: • Turn the vehicle OFF.
• Wait ten minutes.
• Turn the vehicle to KOER. 12. Leave the USB drive inserted into the vehicle, until the vehicles infotainment display screen states programming successful. NOTE: It may take up to 5 minutes before SYNC touchscreen displays Update Successful pop up. After 5 minutes if “Successful” pop up is not shown on SYNC touchscreen, remove the USB and select YES on the FDRS “Was the USB Update Successful” prompt (FDRS verifies if the module software update was successfully installed on the module). 13. From the list on the RH side of the screen, select Self-Test and click RUN. 14. Click the Run Selected Tests button in the lower right. 15. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules. 16. On the Vehicle’s Center Display, go to the vehicle’s Settings Menu and Re-Enable the 30Min Max Idle option. 17. Remove and disconnect the FDRS Scan tool and required reprogramming or diagnostic components. Disconnect the battery charger from the 12V battery once the programming has completed. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
11/2023 TECHNICAL INSTRUCTIONS
PAGE 4 OF 4 RECALL PROGRAM 23C38 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.
• Turn the accessories back on after programing has completed.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause
errors within the programming inhale process. Recovering a module when programming has resulted in a blank module 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. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
11/2023 Recall 23C38 Mobile Service Repair Assessment
Page 1 of 2 Mobile Service Repair Assessment Assessment levels have been identified to help determine the ease of performing eligible mobile service repairs for a Field Service Action (FSA) outside of the dealership service facility. Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair assessment level(s) will be provided. These assessment levels have been determined using the amount of time, equipment and labor identified to perform the intended service action. Assessment Levels
– Light Mobile Service Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery. – Light Mobile Service
• Interior repair procedures that do not require seat, dash, or headliner removal
• Under hood repairs that do not require large component removal
• Exterior repairs that do not require large component/panel removal
• Repairs may require standard hand tools (Access to a Technician starter kit or similar) Recall 23C38 Mobile Service Repair Assessment
Page 2 of 2 – Enhanced Mobile Service
• A two-person process is required anytime a procedure requires work under the vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up – VCU
• Pre-Delivery Inspection – PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required. – Advanced Mobile Service
• Fluid Exchange/Oil Change
• Light Repairs
• Brake Hydraulic Repairs – Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire Changer required. – Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state of their vehicle 23C38
Pick-Up and Delivery Repair Record
Page 1 of 1 Vehicle Pick-Up and Delivery Record VIN received (check one):
☐ Pick-up and/or delivery service
As outlined below for the 23C38 Field Service Action program. ☐ Pick-up – Date: ☐ Delivery – Date: Repair Order # Repair Order Date Service Manager Signature Date Ford Motor Company
Recall Reimbursement Plan for 23C38 Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement requests. However, federal legislation requires all motor vehicle manufacturers to establish processes through which customers may seek recall reimbursement directly from the manufacturer or the dealers. Regarding the specific reimbursement plan for Recall # 23C38, owners who have paid for service to remedy the defect or noncompliance must have had that service performed before January 5, 2024. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an emergency, customers must submit any refund requests through their dealership. As required by this federal regulation, Ford Motor Company submitted the details of its latest General Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in May 2021. The following is the text of that letter and the Plan: General Recall Reimbursement Plan
(As submitted to the NHTSA) Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a related safety recall. Set forth below is Ford’s general plan to reimburse owners and purchasers for costs incurred for remedies in advance of notification of potential safety-related defects or noncompliances pursuant to Part 573.6 (c)(8)(i). This plan has not changed since our May 5, 2021 submission. Reimbursement Notification Ford’s notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a minimum of ten calendar days after the date on which Ford mailed the last of its Part 577 notifications to owners and will be indicated in the specific reimbursement plan available to owners for an individual recall. This notice will direct owners to seek eligible reimbursement through authorized dealers or, at their option, directly through Ford at the following address: Ford Motor Company
P.O. Box 6251 Dearborn, MI 48121-6251 Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility. Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified beginning date would not be eligible for reimbursement. Ford generally has not established such a beginning date for reimbursement eligibility and does not presently anticipate changing this general policy. However, in any case where Ford determines a beginning date is appropriate, Ford will indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a reimbursement notification when all vehicles are well within the warranty period, subject to approval by the Agency. Version 05-05-21 Costs to be Reimbursed For vehicles, reimbursement will not be less than the lesser of: • The amount paid by the owner for the remedy that specifically addressed and was reasonably necessary to correct the defect or noncompliance that is the subject of the recall, or
• The cost of parts for the remedy (to be no more than the manufacturer’s list retail price for authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as disposal of waste) and taxes. For replacement equipment, reimbursement will be the amount paid by the owner for the replacement item (limited by the amount of the retail list price of the defective or noncompliant item that was replaced, plus taxes, where the brand or model purchased by the owner was different than the brand or model that was the subject of the recall). If the item of motor vehicle equipment was repaired, the reimbursement provisions identified above for vehicles will apply. Ford notes that costs incurred by the owner within the period during which Ford’s original or extended warranty would have provided for a free repair of the problem will not be eligible for reimbursement, as provided by Part 573.13 (d)(1). Entities Authorized to Provide Reimbursement Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement plans for a particular recall and will encourage owners to pursue requests for reimbursement directly through dealers to expedite reimbursement. Ford will also provide a mailing address to which customers can, at their option, send requests for reimbursement directly to Ford, as previously noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process.
Whether the owner chooses to pursue reimbursement requests through a dealer or directly through Ford, the owner will be directed to submit the required documentation, upon which reimbursement eligibility will be determined. Required Documentation The reimbursement determination will depend upon the information provided by the customer. Consistent with Part 573.13 (d)(4) the following information must be submitted: • Claimant name and address
• Vehicle make, model and model year
• Vehicle identification number (VIN) and, for replacement equipment, a description of such equipment or, for tires, the model, size and TIN (DOT code)
• Identification of the recall number (either the Ford recall number or the NHTSA recall number)
• Identification of the owner of the recalled vehicle at the time that the pre-notification remedy was obtained
• An original receipt for the pre-notification remedy that includes a breakdown of the amount for parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt covers work other than to address the recall or noncompliance, Ford may require the claimant to separately identify costs that are eligible for reimbursement.
• If the remedy was obtained during the warranty repair did not correct the problem related to the recall Version 05-05-21 Failure to submit all the above information may result in denial of the reimbursement request. Additional Information The Part 577 required owner notice will provide a toll-free telephone number through which specific information about the reimbursement plan can be requested from Ford. This general reimbursement plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific to an individual recall also may be incorporated into the Part 573.6 notification. Version 05-05-21 © Copyright 2023 Ford Motor Company
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 either an external Wi-Fi or FordPass™ Connect (vehicle modem). Most software updates will happen seamlessly in the background, if 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.
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 (minimum of 2) 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 not receive this software update unless you have previously consented to all prior updates.
• To confirm that this recall is included in the software update and is available or successfully installed in your vehicle, tap Settings on your vehicle’s SYNC screen, select System (or Software) Updates and select Update Details to view the latest release notes. You will also get an Update Successful alert in the message center of your FordPass® 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.

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