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November 18, 2015
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: Customer Satisfaction Program 15N03
Certain 2012-2014 Model Year Focus Electric Vehicles
High Voltage Wire Harness Extended Coverage
PROGRAM TERMS
This program provides extended coverage of the High Voltage Wire Harness under certain conditions for 8 years or 100,000 miles from the warranty start date of the vehicle, whichever occurs first. This is a one-time repair customer satisfaction program. If a vehicle has already exceeded either the time or mileage limits, this extended coverage will last through June 30, 2016. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Focus Electric | 2012-2014 | Michigan | September 15, 2011 through May 2, 2014 |
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED COVERAGE
In some of the affected vehicles, a “Stop Safely Now” message with a red triangle indicator may display in the instrument panel cluster. This condition may result from a shield circuit making contact with a power circuit within the High Voltage Wire Harness. When this condition occurs, Diagnostic Trouble Code (DTC) P0AA6:00 will be stored in the Battery Energy Control Module (BECM). Vehicles exhibiting this condition will continue to operate normally, but may fail to restart after the driver shuts the vehicle off.
Note: It is possible for other vehicle components to cause DTC P0AA6:00 to be set in the BECM. Additional hybrid electric unique components not covered by this program already have 8 year / 100,000 mile coverage. Use the Part Coverage tool in OASIS to determine warranty eligibility of the causal part determined to be the root cause.
SERVICE ACTION
If BECM DTC P0AA6:00 is present, Dealers are to perform the Service Procedure in Attachment III to determine if the High Voltage Wire Harness is the cause of the concern. If the High Voltage Wire Harness is found to be the cause of the concern, the extended coverage under this program applies. This service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed during the first quarter of 2016.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
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 15N03
Certain 2012-2014 Model Year Focus Electric Vehicles
High Voltage Wire Harness Extended Coverage
OASIS ACTIVATION
OASIS will be activated on November 18, 2015.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered condition.
SOLD VEHICLES
Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs.
TITLE BRANDED / SALVAGED VEHICLES
Vehicles with cancelled warranties are not eligible for this service action.
ADDITIONAL LABOR TIME AND/OR PARTS
Submit a request to the SSSC Web Contact Site prior to the repair if you have any of the following:
- Damage that you believe was caused by the covered condition.
- A condition that requires additional labor and/or parts to complete the repair.
- Aftermarket equipment or non-Ford modifications to the vehicle which might prevent the repair of the covered condition.
Requests for approval after completion of the repair may not be granted. Additional related damage parts are subject to random selection for return to the Ford Warranty Parts Analysis Center (WPAC).
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 June 30, 2016.
- 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 performing diagnostics and replacement of the High Voltage Wire Harness when BECM DTC P0AA6:00 was present and the root cause component was determined to be the High Voltage Wire Harness.
RENTAL VEHICLES
If a customer’s vehicle requires the replacement of the High Voltage Wire Harness under this program, Ford Motor Company will pay for up to 2 days of vehicle rental. Follow Extended Service Plan (ESP) guidelines for dollar amounts. The daily rate can include applicable taxes but must not exceed the stated daily rate. Rentals will only be reimbursed for the day(s) the vehicle is at the dealership for part replacement. Prior approval for more than 2 rental days is required from the SSSC via the SSSC Web Contact Site. To guarantee the shortest delivery time, an emergency order for parts must be placed.
CLAIMS PREPARATION AND SUBMISSION
- This is a one-time repair program and also applies to vehicles that are within the New Vehicle Limited Warranty coverage period. When a vehicle is determined to exhibit this concern, repairs should be claimed against Program Code 15N03.
- 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 (15N03) is the sub code.
- Additional labor and/or parts must be claimed as related damage on a separate repair line from which the FSA is claimed. Additional labor and /or parts require prior approval from the SSSC via the SSSC Web Contact Site.
- Submit refunds on a separate repair line.
- Program Code: 15N03 – 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.
- For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar amounts. Enter the total amount of the rental expense under Miscellaneous Expense code “Rental”.
ATTACHMENT II
Customer Satisfaction Program 15N03
Certain 2012-2014 Model Year Focus Electric Vehicles
High Voltage Wire Harness Extended Coverage
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Perform Service Procedure Diagnostics and Replace the High Voltage Wire Harness | 15N03B | 4.0 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
| Part Number | Description | Order Quantity |
| CM5Z-14A318-D | High Voltage Wire Harness | 1 |
| CV6Z-00812-A | Bolt – Cross Member Reinforcement Bracket | 1 |
Note: To guarantee the shortest delivery time, an emergency order for parts must be placed.
The DOR/COR number for this program is 51011.
Order your parts requirements through normal order processing channels.
For questions regarding parts, contact SSSC via the SSSC Web Contact Site.
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 2012 – 2014 MODEL YEAR FOCUS ELECTRIC VEHICLES — HIGH VOLTAGE WIRE HARNESS EXTENDED COVERAGE
OVERVIEW
In some of the affected vehicles, a “Stop Safely Now” message with a red triangle indicator may display in the instrument panel cluster. This condition may result from a shield circuit making contact with a power circuit within the High Voltage Wire Harness. When this condition occurs, Diagnostic Trouble Code (DTC) P0AA6:00 will be stored in the Battery Energy Control Module (BECM). Vehicles exhibiting this condition will continue to operate normally, but may fail to restart after the driver shuts the vehicle off. Dealers are to perform the following Service Procedure to determine if the High Voltage Wire Harness is the cause of the concern.
NOTE: It is possible for other vehicle components to cause DTC P0AA6:00 to be set in the BECM. Additional hybrid electric unique components not covered by this program already have 8 year / 100,000 mile coverage. Use the Part Coverage tool in OASIS to determine warranty eligibility of the causal part determined to be the root cause.
SERVICE PROCEDURE
- Retrieve all DTCs. Is DTC P0AA6:00 present in the BECM?
- Yes – Proceed to Step 2.
- No – This program does not apply. Continue with normal diagnostic and repair procedures.
- Disconnect the High Voltage Battery Service Disconnect. Please follow the Workshop Manual (WSM) procedures in Section 414-03A.
WARNING: Service of the high voltage system on this vehicle is restricted to qualified personnel. The required qualifications vary by region. Always observe local laws and legislative directives regarding electric vehicle service. Failure to follow this instruction may result in serious personal injury or death.
WARNING: To prevent the risk of high-voltage shock, always follow precisely all warnings and service instructions, including instructions to depower the system. The high-voltage system utilizes approximately 300 volts DC, provided through high-voltage cables to its components and modules. The high-voltage cables and wiring are identified by orange harness tape or orange wire covering. All high-voltage components are marked with high-voltage warning labels with a highvoltage symbol. Failure to follow these instructions may result in serious personal injury or death.
WARNING: Never install the service disconnect plug when a high-voltage service cover is removed. Always install the cover prior to connecting the service disconnect plug. The cover prevents inadvertent contact with the high voltage which is present at several points under the cover. Failure to follow these instructions may result in serious personal injury or death.
WARNING: Disconnect the 12 volt battery before servicing the direct current to alternating current (DC-AC) inverter or alternating current (AC) powerpoint to prevent the risk of high voltage shock. Failure to follow this instruction may result in serious personal injury.
- Position the vehicle on a hoist. Please follow the WSM procedures in Section 100-02.
- With the help of an assistant, remove the lower high voltage battery pack underbody cover. See Figure 1.
FIGURE 1
- Disconnect the lower high voltage battery pack connectors C4804A, C4804B, C4804C and C4804D. See Figures 2 and 3.
FIGURE 2
FIGURE 3
- Remove the crossbrace and connector cover as an assembly. See Figure 4.
FIGURE 4
FIGURE 5
- Position the RH rear seat backrest down. Remove the upper high voltage battery pack cover. See Figure 6.
FIGURE 6
FIGURE 7
- Disconnect the upper high voltage battery pack connectors C4805A, C4805B, C4805C, and C4805D. See Figure 8.
FIGURE 8
- Remove the engine cover. See Figure 9.
FIGURE 9
- Disconnect the Transmission Control Module (TCM) connector. See Figure 10.
FIGURE 10
- Measure electrical resistance (ohms) at the following TCM connector locations while wiggle testing the high voltage wire harness at each connector that was previously disconnected in this procedure.
FIGURE 11
FIGURE 12
- Are the measured resistances greater than 173,000 ohms?
- Yes – This concern is not caused by the high voltage wire harness and therefore this program does not apply. Continue with normal diagnostic and repair procedures.
- No – Replace the high voltage wire harness. Please follow the WSM procedures in Section 414-03A.
January 2016
Customer Satisfaction Program 15N03
Programa de satisfacción del cliente 15N03
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?
“Stop Safely Now” |
On your vehicle, a circuit isolation fault within the High Voltage Wire Harness may cause a “Stop Safely Now” message with a red triangle indicator to appear in the instrument cluster.
For your peace of mind, Ford Motor Company is extending the warranty coverage on the High Voltage Wire Harness for this condition. This onetime repair program is in effect for a total of 8 years or 100,000 miles from the warranty start date, whichever occurs first. If your vehicle has already exceeded either time or mileage limits listed above, this extended warranty coverage will last through June 30, 2016. Coverage is automatically transferred to subsequent owners. |
| What will Ford and your dealer do? | If your vehicle’s covered component requires replacement due to a high voltage circuit isolation fault and your vehicle is within the indicated time/mileage limitations, Ford Motor Company has authorized your dealer to replace the High Voltage Wire Harness free of charge (parts and labor).
This is a one-time repair program. |
| How long will it take? | If the component mentioned above requires replacement, the time needed for this repair is typically one to two days. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. In addition, your vehicle will require an inspection to determine if parts need to be ordered. |
| What should you do? | You do not need to return to your dealer for this repair unless you experience a “Stop Safely Now” message with a red triangle indicator in the Instrument Cluster. Please keep this letter as a reminder of the extended warranty coverage for your covered component. If the covered component requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer for a service date. Provide the dealer with the VIN of your vehicle and request a service date for Customer Satisfaction Program 15N03. The VIN is printed near your name at the beginning of this letter. If a high voltage circuit isolation fault has occurred within the High Voltage Wire Harness, your dealer will replace the part at no charge. If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. |
| Have you previously paid for this repair? | If you paid to have this service done before the date of this letter, you may be eligible for a refund. Refunds will only be provided for service related to a high voltage circuit isolation fault, under certain conditions when the High Voltage Wire Harness was determined to be causing the concern. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before June 30, 2016. Ford Motor Company has authorized your dealer to process refund requests. |
| 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 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). 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. 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). |
As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty.
Ford Customer Service Division
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