Customer Satisfaction Program 17B07 – Telematics Control Unit Reprogramming – 2016-2017 Ford – Ford & Lincoln

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April 4, 2017

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 17B07
Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi
Telematics Control Unit Reprogramming

PROGRAM TERMS

This program will be in effect through April 30, 2018. There is no mileage limit for this program.

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
C-MAX Energi	2016	Michigan	October 29, 2015 through April 18, 2016
Focus Electric	2016	Michigan	October 29, 2015 through April 14, 2016
Fusion Energi	2016-2017	Hermosillo	October 13, 2015 through June 29, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In the affected vehicles, a Telematics Control Unit (TCU) condition may drain the battery and cause the engine not to start. The battery drain may occur after several days of vehicle inactivity, followed by a vehicle wake-up without starting the vehicle.

SERVICE ACTION

Before delivering any new in-stock vehicles involved in this program, dealers are to reprogram the TCU using Integrated Diagnostic Software (IDS) release 104.05 or higher. 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 April 17, 2017. 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 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 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

NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 17B07
Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi
Telematics Control Unit Reprogramming

OASIS ACTIVATION

OASIS will be activated on April 4, 2017.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on April 4, 2017. Owner names and addresses will be available by May 5, 2017.

NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this program is a violation of law in several states, provinces, and countries. Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service action.

SOLD VEHICLES

Owners of affected vehicles will be directed to dealers for repairs.
Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
Correct other affected vehicles identified in OASIS which are brought to your dealership.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.

STOCK VEHICLES

Correct all affected units in your new vehicle inventory before delivery.
Use OASIS to identify any affected vehicles in your used vehicle inventory.

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are eligible for this service action.

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:
- 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 prior to completing the repair.

OWNER REFUNDS

Refunds are not approved for this program.

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 17B07 is the sub code.
Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
PROGRAM TERMS: This program will be in effect through April 30, 2018. There is no mileage limit for this program.

ATTACHMENT II

NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 17B07
Certain 2016 C-MAX Energi, 2016 Focus Electric and 2016-2017 Fusion Energi
Telematics Control Unit Reprogramming

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Reprogram the TCU using IDS release 104.05 or higher	17B07B	0.4 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

ATTACHMENT III

CERTAIN 2016 C-MAX ENERGI, 2016 FOCUS ELECTRIC AND 2016-2017 FUSION ENERGI — TELEMATICS CONTROL UNIT REPROGRAMMING

OVERVIEW

SERVICE PROCEDURE

Module Reprogramming

NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs generated after reprogramming, follow normal diagnostic service procedures.

Connect a battery charger to the 12V battery.
Reprogram the TCU using IDS release 104.05 or higher.

NOTE: Calibration files may also be obtained at www.motorcraftservice.com.

NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.

Disconnect the battery charger from the 12V battery once the reprogramming has completed.

Important Information for Module Programming

NOTE: When programming or reprogramming 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 IDS/scan tool to a power source.
Inspect Vehicle Communication Module (VCM) 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 IDS/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:
NEVER DELETE THE ORIGINAL SESSION!

a. Obtain the original IDS that was used when the programming error occurred during module reprogramming (MR) or programmable module installation (PMI).

b. Disconnect the VCM from the data link connector (DLC) and the IDS.

c. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.

d. Locate the original vehicle session when programming failed. This should be the last session used in most cases. If not, use the session created on the date that the programming failed.

NOTE: If the original session is not listed in the previous session list, click the Recycle Bin icon at the lower right of the previous session screen. This loads any deleted sessions and allows you to look through them. Double-click the session to restore it.

e. Once the session is loaded, the failed process should resume automatically.

f. If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.

g. Follow all on-screen prompts/instructions.

h. The last screen on the IDS may list additional steps required to complete the programming process.
Make sure all applicable steps listed on the screen are followed in order.

April, 2017

Customer Satisfaction Program 17B07
Programa de satisfacción del cliente 17B07

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, a Telematics Control Unit (TCU) condition may drain your battery and cause your engine not to start. The battery drain may occur after several days of vehicle inactivity, followed by a vehicle wake-up (e.g., pressing the unlock button on the remote) without starting the vehicle.
What will Ford and your dealer do?	In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the TCU free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until April 30, 2018. 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 17B07. 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 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. 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.com/vehicle-health for more information.
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: www.Fordowner.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.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

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Service Information & Reprogramming

Software necessary to program electronic modules to the latest calibration level, perform module initialization (PATS), and set Programmable Parameters on Ford, Lincoln and Mercury vehicles.

Ford Module Programming (FMP) is a software application that allows subscribers to program electronic modules on Ford, Lincoln and Mercury vehicles. It can be used for:

Reprogramming emission-related (OBDII) modules on some vehicles manufactured in 1995 and all vehicles manufactured from 1996 to the present
Reprogramming or reconfiguring non-emission-related modules on many vehicles (UBP and MS-CAN not supported)

In addition, module initialization (PATS) functions such as Keycode Erase/Reprogram and PCM Parameter Reset can be done using this application.

J2534 Device using Ford Module Programming (FMP) can Reprogram and Configure most Modules.