23H05 – Instrument Cluster Odometer Inspection – 2022-2023 Ford Mach-E, F-150 Lightning, F150, Expedition & Bronco

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
October 4, 2023
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Harvest Program 23H05
Certain 2022 Model Year Navigator and 2022-2023 Model Year Mach-E, F150
Lightning, F150, Expedition and Bronco
Instrument Cluster Odometer Inspection
PROGRAM TERMS
This program will be in effect through October 31, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model
Year Assembly Plant Build Dates
Navigator 2022 Kentucky Truck July 29, 2022 through September 14, 2022
Mach-E 2022-2023 Cuatitlan July 23, 2022 through November 26, 2022
F150 Lightning 2022-2023 Rouge Electrical
Vehicle Center October 14, 2022 through December 15, 2022
F150 2022-2023 Dearborn January 28, 2022 through December 5, 2022
F150 2022-2023 Kansas City March 26, 2022 through December 3, 2022
Expedition 2022-2023 Kentucky Truck August 28, 2022 through December 14, 2022
Bronco 2022-2023 Michigan
Assembly October 11, 2022 through December 6, 2022
US population of affected vehicles: 50. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
This is a proactive program by Ford Motor Company to obtain parts from customer’s vehicles to
support an investigation. Ford has identified that specific owner vehicles are equipped with an
instrument cluster that may have a malfunctioning odometer. Ford is voluntarily conducting this
program to evaluate the performance and functionality of the obtained instrument clusters.
SERVICE ACTION
Dealers are to inspect the odometer for proper operation and replace the instrument cluster if it fails
inspection. Vehicle owners will be contacted by the Ford Customer Relationship Center (CRC) to
assist them in scheduling a service appointment. Instrument clusters that are replaced must be
returned to Ford Motor Company for evaluation. This service must be performed on all affected
vehicles at no charge to the vehicle owner.
 Copyright 2023 Ford Motor Company
NOTE: If a customer arrives at your dealer prior to being contacted by the CRC, dealers are to
contact the CRC. This is to provide customer information and initiate the outreach to the
customer by the CRC.
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.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 16, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Administrative Information
Labor Allowances and Parts Ordering Information
Technical Information
Mobile Service Repair Assessment
Vehicle Pickup and Delivery Record
Owner Notification Letters
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 3
Harvest Program 23H05
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
– Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on October 4, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 4,
2023. Owner names and addresses will be available November 6, 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.
• Inspect 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
• Stock vehicles are not included in this program.
TITLE BRANDED / SALVAGED VEHICLES
Affected title-branded and salvaged vehicles are eligible for this program.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
For vehicles that fail the inspection process and require instrument cluster replacement, dealers are
pre-approved for up to 3 days for a rental vehicle. Follow Extended Service Plan (ESP) guidelines for
dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is at the dealership for part
replacement. Prior approval for more than 3 rental day(s) is required from the SSSC via the SSSC
Web Contact Site.
NOTE: Some instrument clusters included in this program have limited supply and may have
longer lead times when the order is placed. For instrument clusters that have long lead times,
customers can continue to drive their vehicle while waiting for the cluster to arrive at the
dealer.
 Copyright 2023 Ford Motor Company
Administrative Information
Page 2 of 3
Harvest Program 23H05
PICK-UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset
section for additional details.
• All customers affected by this program have the option of complimentary Vehicle Pick-up &
Delivery service.
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.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC12060,
2023 Lincoln Pickup & Delivery Updates. Claim any additional rental days approved by the SSSC as
instructed.
REPAIR PHOTO SUBMISSION
Ford has requested photo evidence of repair completion for this FSA. To obtain an approval code for
claim reimbursement please submit photos that clearly show the vehicle VIN label and the installed
and signed odometer repair verification label on the driver door jamb. The SSSC will provide an
approval code that will need to be submitted with the claim. SSSC approval is required for claim
payment.
• Photos are to be submitted to the 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.
 Copyright 2023 Ford Motor Company
Administrative Information
Page 3 of 3
Harvest Program 23H05
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
o Lincoln vehicles – 4 years or 50,000 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: 23H05
 Customer Concern Code (CCC): G30 – Odometer Troubles
 Condition Code (CC): 42 – Does Not Operate Properly
 Causal Part Number: 10849, 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.
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under the Miscellaneous Expense code
RENTAL.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC12060,
2023 Lincoln Pickup & Delivery Updates for details.
• Pickup & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC12071, 2023 Remote Experience Program, Pickup & 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 pickup
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
Harvest Program 23H05
LABOR ALLOWANCES
Description Labor
Operation Labor Time
Test Drive – Passes Inspection 23H05A 0.3 Hours
Test Drive – Fails Inspection – Replace Instrument Cluster – Mach-E 23H05B 1.7 Hours
Test Drive – Fails Inspection – Replace Instrument Cluster – F150 /
Lightning 23H05C 0.9 Hours
Test Drive – Fails Inspection – Replace Instrument Cluster – Bronco 23H05D 1.9 Hours
Test Drive – Fails Inspection – Replace Instrument Cluster – Expedition 23H05E 0.7 Hours
Test Drive – Fails Inspection – Replace Instrument Cluster – Navigator 23H05F 1.2 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.
23H05PP 0.5 Hours
Time allowed to submit photos. 23H05ZZ 0.2 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number Description Order
Quantity
Claim
Quantity
-10849- Instrument Panel Cluster (IPC) and 0 mileage sticker 1 1
IMPORTANT! Instrument Panel Cluster Ordering Information
The new odometer being installed must be installed at 0 miles. When ordering an IPC, enter 0
miles for the current mileage when filling out the part request form. DO NOT enter the current
mileage displayed on the odometer as it is not the correct mileage. An odometer repair verification
sticker will be included with the new IPC (programmed with 0 miles) that must be installed on
the driver side door jamb next to the VIN label.
Order your parts requirements through normal order processing channels. To guarantee the
shortest delivery time, an emergency order for parts must be placed. Some instrument clusters
included in this program have limited supply and may have longer lead times when the order is
placed. For instrument clusters that have long lead times, customers can continue to drive their
vehicle while waiting for the cluster to arrive at the dealer.
SSSC Web Contact Site:
To obtain an approval code for claim submission, submit an Approval Request via the SSSC Web
Contact Site. Include a photo of the installed and signed odometer repair verification sticker with 0
miles entered as the repaired mileage and the VIN label present in the photo. SSSC approval is
required for claim payment.
DEALER PRICE
For the latest prices, refer to DOES II.
 Copyright 2023 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 2 of 2
Harvest Program 23H05
PARTS RETENTION, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped by all applicable local, state, and federal environmental protection and hazardous
material regulations. Federal law prohibits selling motor vehicle parts or components that are under
safety, compliance, or emissions recall.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st, 2021, all parts replaced as part of an FSA repair with a repair order open date of
March 1st, 2021, or later must be inspected and signed off on the repair order by a member of your
dealer’s fixed operations management team or an employee the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
• All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.
• Inspect the replaced parts to verify the FSA repair was completed.
• If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.
• After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.).
• This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1st, 2021, or later. Any eligible FSA claims requiring parts replacement
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer-owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post-repair FSA
parts inspection process (electronic or handwritten) is independent of other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be identified on the Repair Order. If multiple FSAs require approval on a
single Repair Order, each applicable occurrence will require individual post-repair approval by the
designated employee.
 Copyright 2023 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
October 2023
Customer Satisfaction Program 23H05
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
Ford is conducting a product investigation and we have identified that your vehicle may be equipped
with parts that are not performing as intended, which may result in the odometer not properly
recording accumulated mileage. Ford is offering to inspect the odometer free of charge and replace
the instrument cluster if it is malfunctioning. Ford will use the parts from your vehicle to further
evaluate how they function in the field.
Why are you receiving
this notice?
Ford Motor Company is voluntarily conducting a study on certain customer
owned vehicles to proactively inspect parts and, if necessary, replace
odometers to return to Ford. Inspecting your vehicle will help Ford complete
its investigation.
What will Ford and
your dealer do?
You will be contacted by the Ford Customer Relationship Center with
additional program details and to schedule a service appointment with your
servicing dealer. For the purposes of this program, Ford Motor Company has
authorized your dealer to inspect the odometer in your vehicle. If the
odometer is not operating as intended, the dealer will replace the instrument
cluster with a new part free of charge.
How long will it take? The time needed to perform the inspection is less than one half day.
However, due to service scheduling requirements and part ordering
requirements, your dealer may need your vehicle for a longer period of time.
Some of the instrument clusters included in this program may have longer
lead times due to the semiconductor shortage.
What should you do?
If you have not been contacted by a Ford representative, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you.
Ford Motor Company wants you to have this service action completed on
your vehicle. The Ford Customer Relationship Center will work with you to
schedule a service appointment.
 Copyright 2023 Ford Motor Company
Do you need a rental
vehicle?
If your dealer determines that instrument cluster replacement is required and
needs your vehicle for an extended period of time, your dealer is authorized
to provide a rental vehicle for your personal transportation at no charge
(except for fuel, insurance, and tax) while your vehicle is at the dealership for
repairs. Some instrument clusters included in this program have limited
supply and may have longer lead times when the order is placed. For
instrument clusters that have long lead times, you can continue to drive your
vehicle while waiting for the cluster to arrive at the dealer. Please see your
dealer for guidelines and limitations.
What if you no longer
own this vehicle?
If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.
Can we assist you
further?
If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is ford.com/support.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00 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
 Copyright 2023 Lincoln – A Ford Motor Company Brand
Lincoln
P. O. Box 1904
Dearborn, Michigan 48121
October 2023
Customer Satisfaction Program 23H05
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Lincoln, we are committed not only to building high-quality, dependable products but also to
building a community of happy, satisfied clients. To demonstrate that commitment, we are providing a
no-charge Harvest Program for your vehicle with the VIN shown above.
Lincoln is conducting a product investigation and we have identified that your vehicle may be
equipped with parts that are not performing as intended, which may result in the odometer not
properly recording accumulated mileage. Lincoln is offering to inspect the odometer free of charge
and replace the instrument cluster if it is malfunctioning. Lincoln will use the parts from your vehicle to
further evaluate how they function in the field.
Why are you receiving
this notice?
Lincoln is voluntarily conducting a study on certain customer owned vehicles
to proactively inspect parts and, if necessary, replace odometers to return to
Lincoln. Inspecting your vehicle will help Lincoln complete its investigation.
What will Lincoln and
your retailer do?
You will be contacted by Lincoln Concierge with additional program details
and to schedule a service appointment with your servicing retailer. For the
purposes of this program, Lincoln has authorized your retailer to inspect the
odometer in your vehicle. If the odometer is not operating as intended, the
retailer will replace the instrument cluster with a new part free of charge.
How long will it take? The time needed to perform the inspection is less than one half day.
However, due to service scheduling requirements and part ordering
requirements, your retailer may need your vehicle for a longer period of time.
Some of the instrument clusters included in this program may have longer
lead times due to the semiconductor shortage.
What should you do?
If you have not been contacted by a Lincoln representative, please contact
our Lincoln Concierge at 1-866-436-7332 and one of our representatives
will be happy to assist you.
Lincoln owners affected by this program have the option of requesting
complimentary Pickup & Delivery service with a Lincoln vehicle for use
during service. Please request Lincoln Pickup & Delivery through your
retailer if you would like to take advantage of this option.
 Copyright 2023 Lincoln – A Ford Motor Company Brand
What should you do
(continued)?
If you do not already have a servicing retailer, you can access
Lincoln.com/support for retailer addresses, maps, and driving instructions.
Lincoln wants you to have this service action completed on your vehicle. The
vehicle owner is responsible for making arrangements to have the work
completed.
Do you need a rental
vehicle?
If your retailer determines that instrument cluster replacement is required
and needs your vehicle for an extended period of time, your retailer is
authorized to provide a rental vehicle for your personal transportation at no
charge (except for fuel, insurance, and tax) while your vehicle is at the store
for repairs. Some instrument clusters included in this program have limited
supply and may have longer lead times when the order is placed. For
instrument clusters that have long lead times, you can continue to drive your
vehicle while waiting for the cluster to arrive at the retailer. Please see your
retailer for guidelines and limitations.
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 you are the current owner.
Can we assist you
further?
If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your retailer’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact Lincoln,
contact information is available at Lincoln.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.
Lincoln
Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
Harvest Program 23H05
VEHICLE PICK-UP AND DELIVERY RECORD
VIN ____________________________ received:
☐ Pick-up and/or delivery service
As outlined below for the 23H05 Field Service Action program.
☐ Pick-up – Date: _______________
☐ Delivery – Date: _______________
Repair Order # Repair Order Date
Service Manager Signature Date
TECHNICAL INSTRUCTIONS
PAGE 1 OF 2
HARVEST/SURVEY PROGRAM 23H05
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023
CERTAIN 2022-2023 MODEL YEAR MACH-E, F-150, BRONCO, EXPEDITION AND
NAVIGATOR VEHICLES — INSTRUMENT PANEL CLUSTER INSPECTION
SERVICE PROCEDURE
This procedure is different from the Workshop Manual (WSM). Follow Technical Instructions
carefully.
1. Check the vehicle odometer and record the mileage.
2. Take the vehicle on a road test to accumulate a minimum of 3 miles.
3. Check the vehicle odometer a second time and record the mileage.
4. Shut off the vehicle and allow it to sit for 30 minutes to put it in deep sleep mode.
5. Check the vehicle odometer a third time. Did the odometer display the mileage accumulated from the
test drive and remain the same as in the second reading in Step 3?
YES – Contact the Special Service Support Center (SSSC) for further instructions.
NO – Replace the Instrument Panel Cluster (IPC). Follow the Workshop Manual (WSM)
procedures in Section 413-01.
6. Fill out and install the odometer repair label on the driver door jamb next to to the VIN label.
See Figure 1.
FIGURE 1
23108A
ODOMETER
REPAIR LABEL
TECHNICAL INSTRUCTIONS
PAGE 2 OF 2
HARVEST/SURVEY PROGRAM 23H05
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023
7. Submit an Approval Request via the SSSC Web Contact Site. Include a photo of the installed and
signed odometer repair label with 0 miles entered as the repaired mileage. Include the VIN label in the
photo. Include the SSSC approval code when submitting the claim. This completes the FSA.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford,
all parts replaced under this FSA must be scrapped in accordance with all applicable local, state
and federal environmental protection and hazardous material regulations. Refer to the Parts
Retention, Return, & Scrapping section of the FSA dealer bulletin for further information.

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