Customer Satisfaction Program 18B25 – Key Off Load Battery Drain – 2018 Ford Explorer & Police Interceptor Utility

NHTSA ID Number: 10149782

Manufacturer Communication Number: 18B25

 

Summary

Certain 2018 Model Year Explorer And Police Interceptor Utility Vehicles Key Off Load Battery Drain

 

 

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1 Affected Product

Vehicle

MAKE	MODEL	YEAR
FORD	EXPLORER	2018

 

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September 13, 2018

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 18B25
Certain 2018 Model Year Explorer And Police Interceptor Utility Vehicles
Key Off Load Battery Drain

 

PROGRAM TERMS  

This program will be in effect through September 30, 2019.  There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
Explorer Base & XLT 200A Package	2018	Chicago	May 8, 2018 through August 5, 2018
Police Interceptor Utility	2018	Chicago	June 8, 2018 through August 22, 2018

Affected vehicles are identified in OASIS and FSA VIN Lists.   

 

REASON FOR THIS PROGRAM

In some of the affected vehicles, the instrument panel cluster (IPC) may exhibit a continuous draw that may result in a dead battery condition over time.

 

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to reprogram the IPC, using Integrated Diagnostic Software (IDS) release 111.01 or higher, while connected to the internet.  This service must be performed on all affected vehicles at no charge to the vehicle owner.

 

OWNER NOTIFICATION AND MAILING SCHEDULE

Owner letters are expected to be mailed the week of September 24, 2018.  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,

 

David J. Johnson

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ATTACHMENT I

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 18B25
Certain 2018 Model Year Explorer And Police Interceptor Utility Vehicles
Key Off Load Battery Drain

 

OASIS ACTIVATION

OASIS will be activated on September 13, 2018.

 

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 13, 2018.  Owner names and addresses will be available by October 9, 2018.

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.

 

TITLE BRANDED / SALVAGED VEHICLES

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

 

OWNER REFUNDS  

Refunds are not approved for this program.

 

RENTAL VEHICLES  

Rental vehicles are not approved for this program.

 

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

• For related damage and access time requirements, refer to the Warranty and Policy Manual – Section 6 – Ford/Lincoln Program Policies – Field Service Actions (FSA) – Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required.
  • 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.

 

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online. o When entering claims, select claim type 31: Field Service Action. The FSA number (18B25) is the sub code.
  • o For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.

• Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA. IMPORTANT: Click the radio button on the Related Damage Indicator.

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ATTACHMENT II

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 18B25
Certain 2018 Model Year Explorer And Police Interceptor Utility Vehicles
Key Off Load Battery Drain

 

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Reprogram IPC using IDS release 111.01 or higher	18B25B	0.3 Hours

 

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

 

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ATTACHMENT III

CERTAIN 2018 MODEL YEAR EXPLORER AND POLICE INTERCEPTOR UTILITY VEHICLES — KEY OFF LOAD BATTERY DRAIN

 

OVERVIEW

In some of the affected vehicles, the instrument panel cluster (IPC) may exhibit a continuous draw that may result in a dead battery condition.  Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to reprogram the IPC, using Integrated Diagnostic Software (IDS) release 111.01 or higher, while connected to the internet.  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.

NOTE:  Make sure the IDS computer does not enter sleep mode during programming.

2. Reprogram the Instrument Panel Cluster (IPC) using Integrated Diagnostic Software (IDS) release 111.01 or higher.  Make sure you are connected to the Internet prior to reprogramming.

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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September 2018

Customer Satisfaction Program 18B25

 

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 instrument panel cluster may exhibit a continuous current draw from the battery, even when the ignition is off.
What is the effect?	This may result in a dead battery.
What will Ford and your dealer do?	In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the instrument panel cluster free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until September 30, 2019 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 18B25. Provide the dealer with your VIN, which 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.
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).

Thank you for your attention to this important matter.

Ford Customer Service Division

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Customer Satisfaction Program 18B25

September 13, 2018

https://www.nhtsa.gov/recalls?nhtsaId=10149782

https://static.nhtsa.gov/odi/tsbs/2018/MC-10149782-9999.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.

	CarDAQ-Plus 3 All Makes J2534 Reprogramming Tool
	CarDAQ-Plus 2 Diagnostic Code Reader and J2534 Programming Tool
	CarDAQ-Plus
	CarDAQ-M
	VSI J2534 ECU Reprogrammer
	Mongoose-Plus J2534
	Bosch Automotive Tools MTECH2 Mastertech II J2534 VCI with Wired/Wireless Capability for OEM Reprogramming and Diagnostics on GM, Ford, FCA, Nissan/Infiniti, Honda/Acura, and Toyota/Lexus Vehicles
	RAP2 OEM J2534 Remote Reprogramming Tool
	BOSCH Automotive Tools MTECH2 Mastertech II J2534 VCI
	Autel MaxiFlash VCI Vehicle Communication Interface J2534 PassThru ECU Programming Device Bluetooth Connection Internet Update Support CAN FD, 4 CAN Channels, DoIP, D-PDU Works with PC or Autel MS909
	GODIAG J2534

 

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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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