Customer Satisfaction Program 17B22 – Power Steering Control Module Software Reprograming – 2013-2016 Ford Police Interceptor Utility

NHTSA ID Number: 10115965

Manufacturer Communication Number: 17B22

 

Summary

Certain 2013-2016 Model Year Police Interceptor Utility Vehicles – Power Steering Control Module Software Reprograming

 

 

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4 Affected Products

Vehicle

MAKE	MODEL	YEAR
FORD	POLICE INTERCEPTOR UTILIT	2013-2016

 

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July 25, 2017

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 17B22
Certain 2013-2016 Model Year Police Interceptor Utility Vehicles
Power Steering Control Module Software Reprograming

 

PROGRAM TERMS  

This program will be in effect through July 31, 2018.  There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
Police Interceptor Utility	2013-2016	Chicago	August 25, 2011 through June 9, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.

 

REASON FOR THIS PROGRAM

In the affected vehicles, it may be possible for the steer stops in the steering gear to degrade when exposed to certain police driving maneuvers.  If the steer stops degrade, drivers may experience a noise coming from the steering gear while turning.  A damaged steer stop also has less cushion capability, which could cause the steering assist motor belt to slip under certain conditions.  Belt slippage can cause belt damage, leading to reduced and eventually complete loss of power steering assist with the steering defaulting to manual steering mode.  In manual steering mode, the mechanical linkage between the steering wheel and the tires is still maintained at all times, allowing the driver to steer the vehicle in a safe and controlled manner.

 

SERVICE ACTION

Dealers are to reprogram the power steering control module (PSCM) using integrated diagnostic software (IDS) release 106.03 or higher.  The updated software includes a soft stop strategy that prevents damage to the steer stops.  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 August 21, 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

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ATTACHMENT I

Customer Satisfaction Program 17B22
Certain 2013-2016 Model Year Police Interceptor Utility Vehicles
Power Steering Control Module Software Reprograming

 

OASIS ACTIVATION

OASIS will be activated on July 25, 2017.

 

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 25, 2017.  Owner names and addresses will be available by September 1, 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

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

 

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

• 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 July 31, 2018.
• 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 reprograming the PSCM or replacement of the steering gear for symptoms related to steer stop degradation.

 

RENTAL VEHICLES  

Rental vehicles are 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 17B22 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:  17B22                   –  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 July 31, 2018.  There is no mileage limit for this program. 

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ATTACHMENT II

Customer Satisfaction Program 17B22
Certain 2013-2016 Model Year Police Interceptor Utility Vehicles
Power Steering Control Module Software Reprograming

 

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Reprogram the PSCM using IDS release 106.03 or higher	17B22B	0.3 Hour

 

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

 

ATTACHMENT III

CERTAIN 2013-2016 MODEL YEAR POLICE INTERCEPTOR UTILITY VEHICLES — POWER STEERING CONTROL MODULE REPROGRAMMING

 

OVERVIEW

In the affected vehicles, it may be possible for the steer stops in the steering gear to degrade when exposed to certain police driving maneuvers.  If the steer stops degrade, drivers may experience a noise coming from the steering gear while turning.  A damaged steer stop also has less cushion capability, which could cause the steering assist motor belt to slip under certain conditions.  Belt slippage can cause belt damage, leading to reduced and eventually complete loss of power steering assist with the steering defaulting to manual steering mode.  In manual steering mode, the mechanical linkage between the steering wheel and the tires is still maintained at all times, allowing the driver to steer the vehicle in a safe and controlled manner.

Dealers are to reprogram the power steering control module (PSCM) using integrated diagnostic software (IDS) release 106.03 or higher.  The updated software includes a soft stop strategy that prevents damage to the steer stop.  This service must be performed on all affected vehicles at no charge to the vehicle owner.

 

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.

1. Connect a battery charger to the 12V battery.
2. Reprogram the PSCM using Integrated Diagnostic Software (IDS) release 106.03 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.

3. 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.

 

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August 2017

Customer Satisfaction Program 17B22
Programa de satisfacción del cliente 17B22

 

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, it may be possible for the steer stops in the steering gear to degrade when exposed to certain police driving maneuvers.
What is the effect?	If the steer stops degrade, drivers may experience a noise coming from the steering gear while turning.  Damaged steer stops could lead to reduced power steering assist and ultimately no power assist, accompanied by the fault message “SERVICE POWER STEERING NOW” in the instrument cluster, with the steering defaulting to manual mode.  In manual steering mode, the mechanical linkage between the steering wheel and the tires is maintained at all times, allowing the vehicle to be steered in a safe and controlled manner.  Loss of power steering assist while driving would require higher steering effort at lower vehicle speeds.
What will Ford and your dealer do?	In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the power steering control module (PSCM) free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until July 31, 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 17B22.  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.  Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action performed on a timely basis.  Therefore, please have this service action performed as soon as possible. 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.
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 procedure was 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 reprograming the PSCM or replacement of the steering gear for symptoms related to steer stop degradation.  To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before July 31, 2018.  To avoid delays, do not send receipts to Ford Motor Company.
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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Customer Satisfaction Program 17B22

July 25, 2017

https://www.nhtsa.gov/recalls?nhtsaId=10115965

https://static.nhtsa.gov/odi/tsbs/2017/MC-10115965-9999.pdf

 

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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
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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Latest Calibration Information

Module Build Data (As-Built)

Use VIN to obtain As-Built data

www.motorcraftservice.com

 

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