September 29, 2016
TO: All U.S. Ford
and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L
Engines, and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
PROGRAM TERMS
This program will be in effect through September 30, 2017. There is no mileage limit for this program.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Edge | 2011-2012 | Oakville | July 1, 2010 through October 29, 2010 |
| MKX | |||
| Mustang | Flat Rock | March 22, 2010 through November 30, 2010 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop contamination resulting in increased electrical resistance. If this condition is present, the wrench light or malfunction indicator lamp will illuminate and the vehicle may enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting, and climate control systems are maintained.
SERVICE ACTION
Dealers are to replace the ETB. This service must be performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 10, 2016. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification 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 Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
Sincerely,
Michael A. Berardi
ATTACHMENT I
Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L Engines,
and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
OASIS ACTIVATION
OASIS will be activated on September 29, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 29, 2016. Owner names and addresses will be available by October 21, 2016. 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.
STOCK VEHICLES
- Use OASIS to identify any affected vehicles in your used vehicle inventory.
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.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
- For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty and policy guidelines for related damage claims. No SSSC approval is required for these vehicles:
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
OWNER REFUNDS
- Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires March 29, 2017.
- Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. There is no expiration date for emergency repair refunds. 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 ETB replacement.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
CLAIMS PREPARATION AND SUBMISSION
- Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
- DWE: refer to ACESII manual for claims preparation and submission information.
- OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number (16B23) is the sub code.
- Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
- Submit refunds on a separate repair line.
- Program Code: 16B23 – Misc. Expense: ADMIN
- Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
- 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.
- PROGRAM TERMS: This program will be in effect through September 30, 2017. There is no mileage limit for this program.
ATTACHMENT II
Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L Engines,
and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace ETB – Edge and MKX | 16B23B | 0.5 Hours |
| Replace ETB – Mustang | 16B23C | 0.6 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
| Part Number | Description | Order Quantity |
AT4Z-9E926-B
A-Premium Electronic Throttle Body Compatible with Ford & Lincoln Model - F-150 Mustang, 2011-2017, Explorer 2011-2018, Edge Flex Taurus Transit-150 250 350 MKS MKZ MKT MKX - Replace# AT4Z9E926A
Last update on 2026-06-18 / Affiliate links / Images from Amazon Product Advertising API | Electronic throttle body | 1 |
| AT4Z-9E936-A
Sale
Ford Gasket - AT4Z9E936A
Last update on 2026-06-09 / Affiliate links / Images from Amazon Product Advertising API | Gasket | 1 |
The DOR/COR number for this program is 51058.
Order your parts requirements through normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.
ATTACHMENT III
CERTAIN 2011-2012 MODEL YEAR EDGE AND MKX VEHICLES EQUIPPED WITH 3.5L OR 3.7L ENGINES, AND 2011-2012 MODEL YEAR MUSTANG VEHICLES EQUIPPED WITH 3.7L ENGINES — ELECTRONIC THROTT LE BODY REPLACEMENT
OVERVIEW
In some of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop contamination resulting in increased electrical resistance. If this condition is present, the wrench light or malfunction indicator lamp will illuminate and the vehicle may enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting, and climate control systems are maintained. Dealers are to replace the ETB.
SERVICE PROCEDURE
- Replace the electronic throttle body and gasket. Please follow the Workshop Manual (WSM) procedures in Section 303-04.
October 2016
Customer Satisfaction Program 16B23
Programa de satisfacción del cliente 16B23
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? | On your vehicle, the electronic throttle body may develop contamination and result in the vehicle entering a protective low-speed mode accompanied by illumination of the wrench or service engine soon indicators (shown below). In this mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting, and climate control systems remain fully functional.
 
|
| What will Ford and your dealer do? | In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to replace the electronic throttle body free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until September 30, 2017, 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 and request a service date for Customer Satisfaction Program 16B23. Provide the dealer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. Ford Your vehicle may be equipped with a diagnostic feature called the Vehicle Health Report which can inform you about all available recalls, as well as other key vehicle health information. Please see https://owner.ford |
| Have you previously paid for this repair? | If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this service action performed to ensure the correct parts were used.
If the previously paid for repair was performed before the date of this letter, you may be eligible for a refund. Refunds will only be provided for service related to electronic throttle body replacement. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before March 29, 2017. To avoid delays, do not send receipts to Ford |
| 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 For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM(Eastern Time). |
| Para asistencia en Español | Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall.
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español. |
Thank you for your attention to this important matter.
Ford Customer Service Division
October 2016
Customer Satisfaction Program 16B23
Programa de satisfacción del cliente 16B23
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At The Lincoln 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? | On your vehicle, the electronic throttle body may develop contamination and result in the vehicle entering a protective low-speed mode accompanied by illumination of the wrench or service engine soon indicators (shown below). In this mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting, and climate control systems remain fully functional.
|
| What will Lincoln and your dealer do? | In the interest of customer satisfaction, the Lincoln Motor Company has authorized your dealer to replace the electronic throttle body free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until September 30, 2017 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 and request a service date for Customer Satisfaction Program 16B23. Provide the dealer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access www.Lincolnowner.com for dealer addresses, maps, and driving instructions. The Lincoln Your vehicle may be equipped with a diagnostic feature called the Vehicle Health Report which can inform you about all available recalls, as well as other key vehicle health information. Please see https://owner.lincoln |
| Have you previously paid for this repair? | If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this service action performed to ensure the correct parts were used.
If the previously paid for repair was performed before the date of this letter, you may be eligible for a refund. Refunds will only be provided for service related to electronic throttle body replacement. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before March 29, 2017. To avoid delays, do not send receipts to the Lincoln |
| 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 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: www.Lincolnowner.com. For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). |
| Para asistencia en Español | Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.lincoln.com/recall.
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español. |
Thank you for your attention to this important matter.
The Lincoln Motor Company
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I know it’s been awhile, but wanted to see if Ford ever resolved this for you. I have a 2012 mustang that I originally bought new from the dealer. I just had this issue with the ETC happen to me. The car stopped suddenly on me while doing 60 mph on the highway with alot of traffic. It’s definitely a safety issue. The car is in the shop today to replace the throttle body and it’s going to be a big repair bill. I never even knew about this replacement program until I started looking up the problem I was having with the ETC online. Ford never sent me a notice in the mail. I had lived at the same address ever since I owned the car. I had also been into the dealer where I purchased the car from for other service during the time this program was in effect and the service department never mentioned it to me. It seems like they keep it hush hush intentionally so they let you get outside of the program period and they say sorry we can’t fix it for you.
I purchased a used 2011 Mustang in 2015. I had to replace the ETC Body. This was very costly to me. I never received a recall notice when the recall became effected.
I called Ford Motors about receiving a reimbursement. I was told by the Customer Service Rep to send a copy of my bill with a letter with my VIN # and home address and I would recieve my reimbursement in full. I did so and I have not had any any thing back from them. I called again and was told the recall was no longer in affect. I tried to tell the rep that I was told to send info and copy of bill but he just didn’t handle it well. I asked to talk to a suppervisor and was told none was available. He told me he would have one call me the next day. He took my # and name. I never got a call. Is this how Ford handles things? I am not a happy person. What’s next? I am going to call again and hope to get my reimbursement.