Customer Satisfaction Program 17B28 – Electronic Throttle Body Replacement – 2015-2016 Ford & Lincoln – Ford & Lincoln

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September 19, 2017

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement

PROGRAM TERMS

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

URGENCY / EXPIRATION DATE

This Customer Satisfaction Program has an expiration date of September 30, 2018 to encourage dealers and customers to have this service performed as soon as possible.

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
C-MAX	2015-2016	Michigan	August 31, 2015 through May 26, 2016
Edge	2016	Oakville	October 7, 2015 through May 19, 2016
Flex	2015	Oakville	September 1, 2015 through December 15, 2015
Fusion	2016	Hermosillo	September 1, 2015 through March 30, 2016
MKS	2015-2016	Chicago	September 1, 2015 through May 22, 2016
MKZ	2016	Hermosillo	September 1, 2015 through March 23, 2016
Taurus	2015	Chicago	August 11, 2015 through December 8, 2015
Transit Connect	2016	Valencia	September 1, 2015 through June 20, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In all 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 malfunction indicator lamp will illuminate, diagnostic trouble codes P2111 and/or P2112 will set, 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 remain fully functional.

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this program, 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 2, 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 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

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement

OASIS ACTIVATION

OASIS will be activated on September 19, 2017.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 19, 2017. Owner names and addresses will be available by October 13, 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 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 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 20, 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 electronic throttle body replacement.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

LINCOLN CLIENT SPECIAL HANDLING

To ensure the best possible experience for Lincoln owners, Lincoln Dealers are encouraged to utilize the Lincoln Loyalty Program to provide clients with surprise and delight offerings, such as:

Fuel fill
Gift Card for the client’s favorite restaurant
Transportation assistance
Courtesy pick-up and delivery of client vehicles

The Lincoln Loyalty Program is exclusive to Lincoln Dealers. Owners will not be notified of this service in owner mailings. Reference EFC05367, Lincoln Loyalty Program Announcement for additional details.

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 17B28 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: 17B28 – Expense: ADMIN
- – 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, 2018. There is no mileage limit for this program.
For Lincoln Client Special Handling, reference EFC05367, Lincoln Loyalty Program

Announcement and EFC04165, Lincoln Loyalty Rental Claims for Requirements and Claiming Instructions. Claims for Lincoln Loyalty should be submitted as a separate line on the same Repair Order.

ATTACHMENT II

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Replace ETB – C-MAX, Fusion, MKZ, and Transit Connect	17B28B	0.5 Hours
Replace ETB – Edge, Flex, MKS, Taurus	17B28C	0.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

Part Number	Description	Order Quantity	Claim Quantity
AT4Z-9E926-B	Electronic throttle body – Edge, Flex, MKS, MKZ nonHybrid, and Taurus	1	1
DS7Z-9E926-D	Electronic throttle body – C-MAX, Fusion, MKZ Hybrid, and Transit Connect	1	1

The DOR/COR number for this program is 51096.

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 2015 MODEL YEAR FLEX AND TAURUS, 2015-2016 MODEL YEAR C-MAX AND MKS, AND 2016 MODEL YEAR EDGE, FUSION, MKZ, AND TRANSIT CONNECT VEHICLES — ELECTRONIC THROTTLE BODY REPLACEMENT

OVERVIEW

In all 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 malfunction indicator lamp will illuminate, diagnostic trouble codes (DTCs) P2111 and/or P2112 will set, 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 remain fully functional. Dealers are to replace the ETB.

SERVICE PROCEDURE

Recommended Tool List:

1/4″ Drive Impact Gun

1/4″ Drive 8mm Shallow Socket

1/4″ Drive Wobble Extension 3 in (76 mm)

1/4″ Drive Ratchet

1/4″ Drive Torque Wrench

Electronic Throttle Body Replacement

Replace the electronic throttle body. Please follow the Workshop Manual (WSM) procedure in Section 303-04.

October, 2017

Customer Satisfaction Program 17B28
Programa de satisfacción del cliente 17B28

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.
What is the effect?	This may result in the vehicle entering a protective low-speed mode accompanied by illumination of the service engine soon indicator (shown to the left). 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, 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 to schedule a service appointment for Customer Satisfaction Program 17B28. 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. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving and paying for parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control.
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 20, 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

October, 2017

Customer Satisfaction Program 17B28
Programa de satisfacción del cliente 17B28

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.
What is the effect?	This may result in the vehicle entering a protective low-speed mode accompanied by illumination of the service engine soon indicator (shown to the left). 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, 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 17B28. 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 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. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through The Lincoln Way: Lincoln Owner App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving and paying for parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control.
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 20, 2018. To avoid delays, do not send receipts to The Lincoln 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 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.