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NHTSA ID Number: 10244691
Manufacturer Communication Number: 23B39
Summary
Customer Satisfaction Program 23B39
Certain 2022 Model Year Mustang
Mach-E Vehicles – Install Digital Ownerâs Manual â Reprogram Accessory Protocol Interface Module
*Submitting owner letter, other documents submitted last month*
September 28, 2023
Customer Satisfaction Program 23B39
Certain 2022 Model Year Mustang Mach-E Vehicles
Install Digital Owner’s Manual – Reprogram Accessory Protocol Interface Module
PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Mustang Mach-E | 2022 | Cuautitlan | August 20, 2021 through October 31, 2022 |
US population of affected vehicles: 89. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired by an over-the-air (OTA) update. Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if required. See the EXCESS STOCK RETURN details in Labor Allowances and Parts Ordering Information for more information.
REASON FOR THIS PROGRAM
In affected vehicles, the digital owner’s manual (DOM) was inadvertently removed from the vehicle’s SYNC system.
SERVICE ACTION
Dealers are to inspect the vehicle’s SYNC screen to confirm whether the DOM is installed. For vehicles that do not have the DOM installed, dealers are to program the accessory protocol interface module (APIM) using the Ford Diagnostic and Repair System (FDRS). Additionally, it’s possible the gateway module (GWM) may also require updating. 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 Mustang Mach-E vehicles.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
- Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
- Re-deliver the owner’s vehicle after repairs have been completed.
- Pick Up and 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 previously deployed OTA software update on March 14, 2023.
- Before scheduling service for an OTA-capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS), and that the vehicle has not already received the OTA update.
- 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)
- 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 AND MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 9, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. NOTE: In order for customers to have access to the information included in the owner’s manual prior to having their vehicle’s software updated, a printed hard copy will be mailed along with the program notification.
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
All repairs in this program have the following assessment level.
– Not a Mobile Service Repair
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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PICK UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
- Refer to EFC12071, 2023 Remote Experience Program, Pick Up & Delivery (PDL) Offset section for additional details.
PICK UP AND DELIVERY- Non-participating Dealers
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.
PARTS REQUIREMENTS
Parts are not required to complete this repair.
CERTAIN 2022 MODEL YEAR MUSTANG MACH-E VEHICLES — INSTALL DIGITAL OWNER’S MANUAL – REPROGRAM ACCESSORY PROTOCOL INTERFACE MODULE (APIM)
SERVICE PROCEDURE
1. Click the Owner’s Manual button on the SYNC screen. See Figure 1.
2. Click the Categories or Bookmarks button. See Figure 1.
3. Does an error appear on the SYNC screen? See Figure 2.
No – This recall does not apply.
Yes – Continue to Module Programming.
Module Programming
4. Connect a battery charger to the 12 Volt (V) battery.
NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12V battery negative terminal to prevent the battery saver mode from activating on the vehicle.
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during module configuration.
5. Launch 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.
6. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures are listed on the right hand (RH) side of the screen. Modules that are communicating are highlighted in green.
7. Select Toolbox tab.
8. Click on the SW Updates tab.
NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. 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, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick Format box is selected. If it is not selected, it will result in a lengthier operation.
9. Check for an update to the APIM. Is there an update available for APIM – SYNC Module [APIM] Software Update?
No – Continue to Step 10.
Yes – Continue to Step 19.
10. Update the Gateway Module. On the RH side of the screen, click GWM – Gateway Module A (GWM) Software Update.
11. Click Download and then click RUN. Follow all on-screen instructions carefully.
12. There will be a prompt to restart the vehicle in the vehicle SYNC touchscreen. With the USB drive still in the vehicle, turn the vehicle ignition OFF and open the driver’s door to allow the vehicle to power down. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle and opening the driver’s door. Allow the vehicle to sit powered down for at least 5 minutes.
13. With the USB drive still in the vehicle and after waiting 5 minutes, close the driver’s door and turn the vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the vehicle SYNC touchscreen.
14. Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and select OK on the FDRS. This initiates the remaining automated configuration steps and reports the GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the GWM to reset during this step.
NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain closed until the SYNC screen prompts A RESTART IS REQUIRED. To view the progress, you can drop down the updating screen in the SYNC screen.
15. When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart Required. The ignition needs to be turned off for 10 minutes. Open the driver’s door, then close it to allow the vehicle to completely power down. During this ignition off time, the screen continues through a reboot process.
16. After the 10 minutes, start the vehicle and allow another 5 minutes for the Update Successful message to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may be removed, and the doors opened.
17. Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the procedure.
18. Click Rerun Network Test.
NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. 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, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick Format box is selected. If it is not selected, it will result in a lengthier operation.
19. Under the SW Updates tab, click on APIM – SYNC Module [APIM] Software Update.
20. Click Download and then click RUN. Follow all on-screen instructions carefully.
21. There will be a prompt to restart the vehicle in the vehicle SYNC touchscreen. With the USB drive still in the vehicle, turn the vehicle ignition OFF and open the driver’s door to allow the vehicle to power down. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle and opening the driver’s door. Allow the vehicle to sit powered down for at least 5 minutes.
22. With the USB drive still in the vehicle and after waiting 5 minutes, close the driver’s door and turn the vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the vehicle SYNC touchscreen.
23. Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and select OK on the FDRS. This initiates the remaining automated configuration steps and reports the GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the GWM to reset during this step.
NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain closed until the SYNC screen prompts A RESTART IS REQUIRED. To view the progress, you can drop down the updating screen in the SYNC screen.
24. When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart Required. The ignition needs to be turned off for 10 minutes. Open the driver’s door, then close it to allow the vehicle to completely power down. During this ignition off time, the screen continues through a reboot process.
25. After the 10 minutes, start the vehicle and allow another 5 minutes for the Update Successful message to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may be removed, and the doors opened.
26. Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the procedure.
27. From the list on the RH side of the screen, select Self-Test and click RUN.
28. Click the Run Selected Tests button in the lower right.
29. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC’s) in all modules.
30. Disconnect the battery charger from the 12V battery.
31. Verify that the Owner’s Manual option on the SYNC screen is now available and operational. See Figure 3.
To verify operation of Owner’s Manual click on Visual Search (1) and then verify the search options appear (2).
Important Information for Module Programming
NOTE: When programming a module, use the following basic checks to ensure programming completes without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and connect FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process.
Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle” and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order.
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 WiFi 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.
1 Affected Product
Vehicle
1 Associated Document
Manufacturer Communications
September 28, 2023
Customer Satisfaction Program 23B39
MC-10244691-0001.pdf 343.403KB
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NHTSA ID Number: 10243417
Manufacturer Communication Number: 23B39
Summary
Certain 2022 Model Year Mustang Mach-E Vehicles – Install Digital Ownerâs Manual â Reprogram Accessory Protocol Interface Module
1 Associated Document
Manufacturer Communications
September 28, 2023
Customer Satisfaction Program 23B39
MC-10243417-0001.pdf 1022.256KB
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Reprogramming
Service Information & Reprogramming
Module Reprogramming
| Diagnostic Software | Interface Device | Complete Vehicle Diagnostics | Module Programming | ||
| 1996-2017 Model Year |
2018-Present Model Year |
1996-2017 Model Year |
2018-Present Model Year |
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| IDS/FDRS | VCM, VCM II, VCMM |
X | X | X | X |
| FJDS/FDRS | Compatible J2534 Devices (Including VCM II and VCMM) |
X | X | X | |
Detailed system requirements, installation, and support information for each product is located under the diagnostics tool support tab for each product.
Integrated Diagnostic Software (IDS) / Ford Diagnosis & Repair System (FDRS)
For use with VCM I, VCM II, VMM and VCMM hardware devices only. The complete factory Ford Motor Company vehicle diagnostic tool that provides complete dealership level vehicle diagnostic coverage for all 1996 to present Ford, Lincoln and Mercury vehicles. The IDS software includes time based access to the IDS software, software updates and calibration files.
Ford J2534 Diagnostic Software (FJDS) / Ford Diagnosis & Repair System (FDRS)
For use with compatible J2534 hardware devices. FJDS software provides Ford Module Programming functionality that covers 1996 to present Ford, Lincoln and Mercury module reprogramming functions, plus complete dealership level vehicle diagnostic software for all 2018 to present Ford and Lincoln vehicles. The FJDS software license includes time based access to the FJDS software, software updates and calibration files.
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CarDAQ-Plus 3 All Makes J2534 Reprogramming Tool |
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CarDAQ-Plus 2 Diagnostic Code Reader and J2534 Programming Tool |
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CarDAQ-Plus |
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CarDAQ-M |
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VSI J2534 ECU Reprogrammer |
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Latest Calibration Information
Module Build Data (As-Built)
Use VIN to obtain As-Built data
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- FUTURE PROOF WITH 4 CAN CHANNELS - Going beyond the 3 required by select Chrysler/FCA models, CarDAQ-Plus 3 also provides a 4th to meet the needs of future OEM applications
- CUSTOM-DESIGNED FOR USE WITH FORSCAN: Works with all FORScan compatible vehicles and is recommended by the FORScan Team
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- MAXIMUM THROUGHPUT -- up to 20 times faster than “toggle switch” adapters
- ROCK-SOLID CONNECTION avoids data corruption and dropped packets
- [J2534 COMPLIANT] - The Mastertech II is a J2534-1 and J2534-2 compliant VCI for OEM reprogramming and diagnostic applications
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- [PRE-CONFIGURED] - The pre-configured wireless and wired connections make it quick and easy to connect to a vehicle from your PC (requires PC compliant with OE specifications and software)
- [RIGHT TO REPAIR] - Supports 'Right to Repair' (R2R) initiatives
- [COMPREHENSIVE KIT] - Kit includes: VCI, WiFi adapters (wireless PC to VCI), J1962 Cable (connect to vehicle), USB cable (connect to PC for firmware updates and setup), and Quick Start Guide
SEOCONTENT-START
© 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 September 28, 2023
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 23B39
Certain 2022 Model Year Mustang Mach-E Vehicles Install Digital Owner’s Manual – Reprogram Accessory Protocol Interface Module
PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2022 Cuautitlan August 20, 2021 through October 31, 2022 US population of affected vehicles: 89. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired by an over-the-air (OTA) update. Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if required. See the EXCESS STOCK RETURN details in Labor Allowances and Parts Ordering Information for more information.
REASON FOR THIS PROGRAM
In affected vehicles, the digital owner’s manual (DOM) was inadvertently removed from the vehicle’s SYNC system.
SERVICE ACTION
Dealers are to inspect the vehicle’s SYNC screen to confirm whether the DOM is installed. For vehicles that do not have the DOM installed, dealers are to program the accessory protocol interface module (APIM) using the Ford Diagnostic and Repair System (FDRS). Additionally, it’s possible the gateway module (GWM) may also require updating. 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 Mustang Mach-E vehicles.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
• Re-deliver the owner’s vehicle after repairs have been completed.
• Pick Up and 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 previously deployed OTA software update on March 14, 2023.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS), and that the vehicle has not already received the OTA update. OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP): (continued)
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 October 9, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. NOTE: In order for customers to have access to the information included in the owner’s manual prior to having their vehicle’s software updated, a printed hard copy will be mailed along with the program notification.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Ford Power-Up Software Updates – How To
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick Up and Delivery Record
• 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 2023 Ford Motor Company Customer Satisfaction Program 23B39
Administrative Information
Page 1 of 2 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 September 28, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 28, 2023. Owner names and addresses will be available by October 20, 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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PICK UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pick Up & Delivery (PDL) Offset section for additional details. © Copyright 2023 Ford Motor Company Customer Satisfaction Program 23B39
Administrative Information
Page 2 of 2 PICK UP AND DELIVERY- Non-participating Dealers
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. 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
▪ Sub Code: 23B39
▪ Customer Concern Code (CCC): A47 – Display Touchscreen
▪ Condition Code (CC): 04 – Software Revision/Flash Module
▪ Causal Part Number: 14G371, 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.
• 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 are authorized to claim one-half labor hour per repair for vehicle Pick Up and delivery services.
▪ Dealers must retain a Vehicle Pick Up and Delivery Record with the repair order documentation. © Copyright 2023 Ford Motor Company Labor Allowances and Parts Ordering Information
Page 1 of 2 Customer Satisfaction Program 23B39 LABOR ALLOWANCES
Description Labor Operation Labor Time
Inspect SYNC screen, DOM present. 23B39A 0.2 Hours Inspect SYNC screen, DOM is not present. Reprogram the APIM using latest level of FDRS.
Inspect SYNC screen, DOM is not present. Reprogram the GWM and APIM using latest level of FDRS.
Vehicle Pick Up and 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. 23B39B 23B39C 23B39PP 1.5 Hours 2.0 Hours 0.5 Hours NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mustang Mach-E vehicles.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair. © Copyright 2023 Ford Motor Company TECHNICAL INSTRUCTIONS
PAGE 1 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 CERTAIN 2022 MODEL YEAR MUSTANG MACH-E VEHICLES — INSTALL DIGITAL OWNER’S MANUAL – REPROGRAM ACCESSORY PROTOCOL
INTERFACE MODULE (APIM) SERVICE PROCEDURE 1. Click the Owner’s Manual button on the SYNC screen. See Figure 1. 2. Click the Categories or Bookmarks button. See Figure 1. FIGURE 1
3. Does an error appear on the SYNC screen? See Figure 2. No – This recall does not apply.
Yes – Continue to Module Programming. 2339A FIGURE 2 2339C CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 2 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 Module Programming 4. Connect a battery charger to the 12 Volt (V) battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12V battery negative terminal to prevent the battery saver mode from activating on the vehicle. NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC). NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during
module configuration. 5. Launch 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. 6. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN). NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures are listed on the right hand (RH) side of the screen. Modules that are communicating are highlighted in green. 7. Select Toolbox tab. 8. Click on the SW Updates tab. NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. 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, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick Format box is selected. If it is not selected, it will result in a lengthier operation. 9. Check for an update to the APIM. Is there an update available for APIM – SYNC Module [APIM] Software Update?
No – Continue to Step 10. Yes – Continue to Step 19. 10. Update the Gateway Module. On the RH side of the screen, click GWM – Gateway Module A (GWM) Software Update. 11. Click Download and then click RUN. Follow all on-screen instructions carefully. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 3 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 12. There will be a prompt to restart the vehicle in the vehicle SYNC touchscreen. With the USB drive still in the vehicle, turn the vehicle ignition OFF and open the driver’s door to allow the vehicle to power down. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle and opening the driver’s door. Allow the vehicle to sit powered down for at least 5 minutes. 13. With the USB drive still in the vehicle and after waiting 5 minutes, close the driver’s door and turn the vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the vehicle SYNC touchscreen. 14. Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and select OK on the FDRS. This initiates the remaining automated configuration steps and reports the GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in
an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the GWM to reset during this step. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain closed until the SYNC screen prompts A RESTART IS REQUIRED. To view the progress, you can drop down the updating screen in the SYNC screen. 15. When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart Required. The ignition needs to be turned off for 10 minutes. Open the driver’s door, then close it to allow the vehicle to completely power down. During this ignition off time, the screen continues through a reboot process. 16. After the 10 minutes, start the vehicle and allow another 5 minutes for the Update Successful message to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may be removed, and the doors opened. 17. Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the procedure. 18. Click Rerun Network Test. NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. 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, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick Format box is selected. If it is not selected, it will result in a lengthier operation. 19. Under the SW Updates tab, click on APIM – SYNC Module [APIM] Software Update. 20. Click Download and then click RUN. Follow all on-screen instructions carefully. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 4 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 21. There will be a prompt to restart the vehicle in the vehicle SYNC touchscreen. With the USB drive still in the vehicle, turn the vehicle ignition OFF and open the driver’s door to allow the vehicle to power down. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle and opening the driver’s door. Allow the vehicle to sit powered down for at least 5 minutes. 22. With the USB drive still in the vehicle and after waiting 5 minutes, close the driver’s door and turn the vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the vehicle SYNC touchscreen. 23. Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and select OK on the FDRS. This initiates the remaining automated configuration steps and reports the GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in
an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the GWM to reset during this step. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain closed until the SYNC screen prompts A RESTART IS REQUIRED. To view the progress, you can drop down the updating screen in the SYNC screen. 24. When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart Required. The ignition needs to be turned off for 10 minutes. Open the driver’s door, then close it to allow the vehicle to completely power down. During this ignition off time, the screen continues through a reboot process. 25. After the 10 minutes, start the vehicle and allow another 5 minutes for the Update Successful message to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may be removed, and the doors opened. 26. Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the procedure. 27. From the list on the RH side of the screen, select Self-Test and click RUN. 28. Click the Run Selected Tests button in the lower right. 29. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC’s) in all modules. 30. Disconnect the battery charger from the 12V battery. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 5 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 31. Verify that the Owner’s Manual option on the SYNC screen is now available and operational. See Figure 3.
To verify operation of Owner’s Manual click on Visual Search (1) and then verify the search options appear (2). OWNER’S MANUAL 2339B FIGURE 3
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. Module Recovery instructions on next page CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121
09/2023 TECHNICAL INSTRUCTIONS
PAGE 6 OF 6 CUSTOMER SATISFACTION PROGRAM 23B39 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
09/2023 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 WiFi 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. Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1 Customer Satisfaction Program 23B39 MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY RECORD VIN received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 23B39 Customer Satisfaction program. ☐ Mobile Repair – Date: OR
☐ Pick-up – Date: ☐ Delivery – Date: Repair Order # Repair Order Date Service Manager Signature Date Mobile Service Repair Assessment
Page 1 of 2 Customer Satisfaction Program 23B39 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
– Mobile Reprogramming
– Light Mobile Service
– Enhanced Mobile Service
– Advanced Mobile Service
– Wheel and Tire Mobile Service
– Not a Mobile Service Repair 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) Mobile Service Repair Assessment
Page 2 of 2 Customer Satisfaction Program 23B39
– 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
**************************************************************************************************************
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
September 28, 2023
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 23B39
Certain 2022 Model Year Mustang Mach-E Vehicles
Install Digital Owner’s Manual – Reprogram Accessory Protocol Interface Module
PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Mustang
Mach-E 2022 Cuautitlan August 20, 2021 through October 31, 2022
US population of affected vehicles: 89. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired by an over-the-air (OTA) update.
Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA can be
returned for credit if required. See the EXCESS STOCK RETURN details in Labor Allowances and
Parts Ordering Information for more information.
REASON FOR THIS PROGRAM
In affected vehicles, the digital owner’s manual (DOM) was inadvertently removed from the vehicle’s
SYNC system.
SERVICE ACTION
Dealers are to inspect the vehicle’s SYNC screen to confirm whether the DOM is installed. For
vehicles that do not have the DOM installed, dealers are to program the accessory protocol interface
module (APIM) using the Ford Diagnostic and Repair System (FDRS). Additionally, it’s possible the
gateway module (GWM) may also require updating. 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 Mustang Mach-E
vehicles.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
• Re-deliver the owner’s vehicle after repairs have been completed.
• Pick Up and 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 previously deployed
OTA software update on March 14, 2023.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the
Field Service Action (FSA) is still open (OASIS), and that the vehicle has not already received
the OTA update.
Copyright 2023 Ford Motor Company
OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP): (continued)
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 October 9, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. NOTE: In order for customers to have access to the information included in the owner’s manual prior to having their vehicle’s software updated, a printed hard copy will be mailed along with the program notification.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Ford Power-Up Software Updates – How To
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick Up and Delivery Record
• 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 2023 Ford Motor Company
Administrative Information
Page 1 of 2
Customer Satisfaction Program 23B39
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 September 28, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 28, 2023. Owner names and addresses will be available by October 20, 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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
PICK UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pick Up & Delivery (PDL) Offset section for additional details.
Copyright 2023 Ford Motor Company
Administrative Information
Page 2 of 2
Customer Satisfaction Program 23B39
PICK UP AND DELIVERY- Non-participating Dealers
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.
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
Sub Code: 23B39
Customer Concern Code (CCC): A47 – Display Touchscreen
Condition Code (CC): 04 – Software Revision/Flash Module
Causal Part Number: 14G371, 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.
• 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 are authorized to claim one-half labor hour per repair for vehicle Pick Up and delivery services.
Dealers must retain a Vehicle Pick Up and Delivery Record with the repair order documentation.
Copyright 2023 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B39
LABOR ALLOWANCES
Description Labor Operation Labor Time
Inspect SYNC screen, DOM present. 23B39A 0.2 Hours
Inspect SYNC screen, DOM is not present. Reprogram the
APIM using latest level of FDRS. 23B39B 1.5 Hours
Inspect SYNC screen, DOM is not present. Reprogram the
GWM and APIM using latest level of FDRS. 23B39C 2.0 Hours
Vehicle Pick Up and 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.
23B39PP 0.5 Hours
NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mustang Mach-E
vehicles.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
© Copyright 2023 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
October 2023
Customer Satisfaction Program 23B39
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?
It may be possible the digital owner manual (DOM) was inadvertently removed from the vehicles SYNC system.
What is the effect?
This may result in you not being able to find or access the DOM in your vehicle’s SYNC screen. You can still access the digital version of the owner manual on your Ford Pass Mobile App or at Ford.com/support.
What will Ford and your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram your vehicle’s SYNC module free of charge (parts and labor) under the terms of this program.
To receive this update immediately, refer to the attached document titled Ford Power-Up Software Updates for directions how you can set up and schedule over-the-air software updates on your vehicle. Once set up, the SYNC system will update, and the DOM will be installed automatically.
Additionally, until your vehicle is updated, you can use the printed owner’s manual, included with this mailing.
This Customer Satisfaction Program will be in effect until September 30, 2024 regardless of mileage. Coverage is automatically transferred to subsequent owners.
How long will it take?
The time needed for this repair is less than one-half 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 23B39. 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 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.
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.
© Copyright 2023 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: 8:00 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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