Customer Satisfaction Program 20B19 – Transmission Shift Hesitation – 2020 Ford Explorer

NHTSA ID Number: 10174385

Manufacturer Communication Number: 20B19

 

Summary

Some of the affected vehicles may be stuck in low gear after first staring the engine, the transmission may exhibit harsh shifting and hesitation. As a customer continues to drive, the vehicle may default to fourth gear. An illuminated malfunction indicator lamp (MIL) with diagnostic trouble codes (DTCs) P062C and/or P2243 may be present in memory.

 

 

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1 Affected Product

Vehicle

MAKE	MODEL	YEAR
FORD	EXPLORER	2020

 

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April 27, 2020

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: NEW VEHICLE DEMONSTRATION /DELIVERY HOLD
Customer Satisfaction Program 20B19
Certain 2020 Model Year Explorer Vehicles Equipped With a 2.3L EcoBoost Engine
Transmission Shift Hesitation

PROGRAM TERMS

This program will be in effect through May 31, 2021. There is no mileage limit for this program.

 

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
Explorer	2020	Chicago	December 2, 2019 through January 17, 2020

Affected vehicles are identified in OASIS and FSA VIN List .

 

REASON FOR THIS PROGRAM

Some of the affected vehicles may be stuck in low gear after first starting the engine, the transmission exhibit harsh shifting and hesitation. As a customer continue to drive, the vehicle may default to fourth gear. An illuminated malfunction indicator lamp (MIL) with diagnostic trouble codes (DTCs) P062C and/or P2243 may be present in memory.

 

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to reprogram the powertrain control module (PCM) software and clear the diagnostic trouble codes (DTCs) from the PCM after programming using the Ford Diagnostic and Repair System (FORS). 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 18, 2020. 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 Ill: 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 20B19
Certain 2020 Model Year Explorer Vehicles Equipped With a 2.3L EcoBoost Engine
Transmission Shift Hesitation

 

OASIS ACTIVATION

OASIS will be activated on April 27, 2020.

 

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com April 27, 2020. Owner names and addresses will be available by June 2, 2020.

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.

 

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/ General Information & Special Circumstances for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked
  • 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

• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
  • When entering claims, select claim type 31: Field Service Action. The FSA number (20B19) is the sub code.
  • For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a separate repair line from the FSA with same claim type and sub code as described in Claim Entry above.

IMPORTANT: Click the Related Damage Indicator radio button.

 

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ATTACHMENT II

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B19
Certain 2020 Model Year Explorer Vehicles Equipped With a 2.3L EcoBoost Engine
Transmission Shift Hesitation

 

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Program the PCM, and clear PCM DTCs using FORS (IDS cannot be used on the affected vehicles)	20B19B	0.4 Hours

 

PARTS REQUIREMENTS/ ORDERING INFORMATION

Parts are not required to complete this repair.

 

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May 2020

Customer Satisfaction Program 20B19

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?	Your vehicle may exhibit harsh shifting and temporary hesitation concerns immediately after engine start-up. This may result in your vehicle becoming stuck in low gear . As you continue to drive, the vehicle may shift and stay in fourth gear. These symptoms are typically immediately apparent to the driver.
What will Ford and your dealer do?	In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the PCM software free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until May 31, 2021 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 20B19. 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.
COVID (CORONAVIRUS)	Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit www.Fordowner.com.
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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ATTACHMENT III

CERTAIN 2020 MODEL YEAR EXPLORER VEHICLES – POWERTRAIN CONTROL MODULE PROGRAMMING

 

SERVICE PROCEDURE

Module Programming

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

1. Connect a battery charger to the 12V battery.

 

NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12 volt battery negative terminal to prevent the battery saver mode from activating on the vehicle.

 

NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the VCM is properly connected to the Data Link Connector (DLC).

2. Log into Ford Diagnostic and Repair System (FORS).

 

NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete.

 

3. Click ‘Read VIN from Vehicle’ or manually enter the VIN.

 

NOTE: Available modules are shown on the LH side of the screen, and available procedures are listed on the RH side of the screen. Modules that are communicating are highlighted in green.

 

4. Select Toolbox tab.

5. From the list on the LH side of the screen, select the PCM (Powertrain Control Module).

6. From the list on the RH side of the screen, select PCM Software Update.

7. Click RUN. Follow all on-screen instructions carefully.

8. From the list on the RH side of the screen, select Self-Test and click RUN.

9. Click the Run Selected Tests button in the lower right.

10. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.

11. Disconnect the battery charger from the 12V battery once the programming has completed.

 

NOTE: Advise the customer that this vehicle is equipped with an adaptive transmission shift strategy which allows the vehicle’s computer to learn the transmission’s unique parameters and improve shift quality. When the adaptive strategy is reset, the computer will begin a re-learning process. This re-learning process may result in firmer than normal upshifts and downshifts for several days.

 

Important Information for Module Programming

NOTE: When programming 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 FDRS/scan tool to a power source.

 

NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.

 

• Inspect Vehicle Communication Module II (VCM II) Vehicle Communication and Measurement Module (VCMM) 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 FDRS/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

a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.

b. After ten seconds, reconnect the VCMIINCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection.

c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle” and proceed through the Network Test.

d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select “No” and continue through the installation application.

e. Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order.

 

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Customer Satisfaction Program 20B19
April 27, 2020

https://www.nhtsa.gov/recalls?nhtsaId=10174385

https://static.nhtsa.gov/odi/tsbs/2020/MC-10174385-0001.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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	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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