Customer Satisfaction Program 20B27 – Powertrain Control Module Reprogram – 2015-2019 Lincoln MKC & 2016-2019 Ford Explorer

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 Copyright 2020 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division October 9, 2020 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission Powertrain Control Module Reprogram REF: Customer Satisfaction Program 20N07 Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission Transmission Extended Warranty Coverage PROGRAM TERMS This program will be in effect through November 30, 2021. There is no mileage limit for this program. EXPIRATION DATE This Customer Satisfaction Program has an expiration date of November 30, 2021 to encourage dealers and customers to have this service performed as soon as possible. We recommend dealers utilize their FSA VIN List name and address available by November 10, 2020 to contact customers with affected vehicles. This will help minimize the number of vehicles that may overheat the torque converter, which could require an additional repair. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Lincoln MKC 2015 – 2019 Louisville August 20, 2013 through July 31, 2019 Ford Explorer 2016 – 2019 Chicago September 29, 2014 through March 3, 2019 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In affected vehicles, the transmission torque converter may overheat in certain driving conditions. If the torque converter overheats it can lead to adverse NVH, rough idle, and low performance concerns. Ultimately this will require internal transmission repairs to resolve the concern. Ford Motor Company has developed and update to the Powertrain Control Module software that helps protect the transmission torque converter from overheating when exposed to certain driving styles. SERVICE ACTION Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to check for available powertrain control module (PCM) software update and reprogram the PCM using IDS Release 117.01 or higher, while connected to the internet. Some vehicles may already have the latest software. This service must be performed on all affected vehicles at no charge to the vehicle owner.  Copyright 2020 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of October 26, 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 III: Technical Instructions Owner Notification 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  Copyright 2020 Ford Motor Company ATTACHMENT I Page 1 of 2 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram OASIS ACTIVATION OASIS will be activated on October 9, 2020. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 9, 2020. Owner names and addresses will be available by November 10, 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. LINCOLN PICKUP AND DELIVERY Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07715, 2020 Lincoln Pickup & Delivery Updates.  Copyright 2020 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram 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 powertrain warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked. o 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. CLAIMS PREPARATION AND SUBMISSION • Claim Entry: 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 20B27 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. • 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. • Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC07715, 2020 Lincoln Pickup & Delivery Updates for details.  Copyright 2020 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission PCM Reprogram LABOR ALLOWANCES Description Labor Operation Labor Time Check for a PCM Software Update using IDS release 117.01 or higher and Reprogram if available 20B27B 0.3 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. ATTACHMENT III PAGE 1 OF 2 CUSTOMER SATISFACTION PROGRAM 20B27 CPR © 2020 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 10/2020 CERTAIN 2015-2019 MODEL YEAR MKC AND 2016-2019 MODEL YEAR EXPLORER VEHICLES EQUIPPED WITH THE 2.3L ENGINE AND A 6F35 TRANSMISSION — POWERTRAIN CONTROL MODULE (PCM) REPROGRAM SERVICE PROCEDURE Module Reprogramming NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTC’s after programming. For DTC’s generated after reprogramming, 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: Make sure the IDS computer does not enter sleep mode during programming. 2. Reprogram the PCM using Integrated Diagnostic Software (IDS) release 117.01 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. 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. ATTACHMENT III PAGE 2 OF 2 CUSTOMER SATISFACTION PROGRAM 20B27 CPR © 2020 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 10/2020 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.
Copyright 2020 Ford Motor Company
Copyright 2020 Ford Motor Company is for your vehicle’s
Copyright 2020 Ford Motor Company further? FLEET, choose Option #3,
Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand
Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand for your vehicle’s torque converter under Customer Satisfaction Program
Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand further?

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 Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September 2022 Customer Satisfaction Program 20B27 and 20N07 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? Ford Motor Company is reopening 20B27 on your vehicle for an additional twelve (12) months. On your vehicle, it may be possible for the transmission torque converter to overheat in certain driving conditions. Ford Motor Company has developed an update to the Powertrain Control Module software that helps protect your transmission torque converter from overheating when exposed to certain driving styles. Additionally, for your peace of mind, Ford Motor Company is providing a one-time repair on the torque converter if you experience symptoms within twelve (12) months from the date that the Powertrain Control Module (PCM) software is updated. The torque converter one-time repair is covered under Customer Satisfaction Program 20N07. What is the effect? An overheated torque converter may result in degraded torque converter function. This can cause noise, vibration, rough idle, or other low performance concerns.  Copyright 2022 Ford Motor Company What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to address this issue by reprogramming the Powertrain Control Module free of charge (parts and labor) under the terms of this program. Receiving this service may help avoid additional transmission repairs. For your convenience, a mobile software update at the vehicle’s location may be available – for FREE. Please check with your dealer for availability of a mobile software update. The Customer Satisfaction Program to reprogram the PCM will be in effect until August 31, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners. If your vehicle exhibits symptoms consistent with degraded torque converter function within twelve (12) months from the 20B27 PCM software update, and the torque converter is no longer covered under powertrain warranty, Ford Motor Company has authorized your dealer to replace the torque converter free of charge (parts and labor). This is a one-time repair program. How long will it take? The time needed to reprogram the PCM 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 20B27. 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 ford.com/support 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 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 paid to have the torque converter replaced before the date of this letter, you may be eligible for a refund under the terms of 20N07. Refunds will only be provided for service related to replacing the torque converter. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before January 31, 2023. 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.  Copyright 2022 Ford Motor Company 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: ford.com/support 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division  Copyright 2022 Lincoln – A Ford Motor Company Brand Lincoln P. O. Box 1904 Dearborn, Michigan 48121 September 2022 Customer Satisfaction Program 20B27 and 20N07 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Lincoln, 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? Lincoln is reopening 20B27 on your vehicle for an additional twelve (12) months. On your vehicle, it may be possible for the transmission torque converter to overheat in certain driving conditions. Lincoln has developed an update to the Powertrain Control Module software that helps protect your transmission torque converter from overheating when exposed to certain driving styles. Additionally, for your peace of mind, Lincoln is providing a one-time repair on the torque converter if you experience symptoms within twelve (12) months from the date that the Powertrain Control Module (PCM) software is updated. The torque converter one-time repair is covered under Customer Satisfaction Program 20N07. What is the effect? An overheated torque converter may result in degraded torque converter function. This can cause noise, vibration, rough idle, or other low performance concerns. What will Lincoln and your retailer do? In the interest of customer satisfaction, Lincoln has authorized your dealer to address this issue by reprogramming the Powertrain Control Module free of charge (parts and labor) under the terms of this program. Receiving this service may help avoid additional transmission repairs. For your convenience, a mobile software update at the vehicle’s location may be available – for FREE. Please check with your dealer for availability of a mobile software update. The Customer Satisfaction Program to reprogram the PCM will be in effect until August 31, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners.  Copyright 2022 Lincoln – A Ford Motor Company Brand If your vehicle exhibits symptoms consistent with degraded torque converter function within twelve (12) months from the 20B27 PCM software update, and the torque converter is no longer covered under powertrain warranty, Lincoln has authorized your dealer to replace the torque converter free of charge (parts and labor). This is a one-time repair program. How long will it take? The time needed to reprogram the PCM 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 retailer without delay to schedule a service appointment for Customer Satisfaction Program 20B27. Provide the retailer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter. Please also keep this letter as a reminder of the service warranty coverage for your vehicle’s torque converter under Customer Satisfaction Program 20N07. If the torque converter requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer to schedule a service appointment. If you do not already have a servicing retailer, you can access Lincoln.com/support for retailer addresses, maps, and driving instructions. Lincoln 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 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 paid to have the torque converter replaced before the date of this letter, you may be eligible for a refund under the terms of 20N07. Refunds will only be provided for service related to replacing the torque converter. To verify eligibility and expedite reimbursement, give your paid original receipt to your retailer before January 31, 2023. To avoid delays, do not send receipts to Lincoln. 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 you are the current owner.  Copyright 2022 Lincoln – A Ford Motor Company Brand Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your retailer’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 Lincoln, contact information is available at Lincoln.com/support. 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Lincoln

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© Copyright 2022 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division August 31, 2022 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27 – Supplement #1 Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission Powertrain Control Module Reprogram REF: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27 Dated October 9, 2020 REF: Customer Satisfaction Program 20N07 Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission Transmission Extended Warranty Coverage New! REASON FOR THIS SUPPLEMENT • Program Terms/Expiration Date: The program has been extended to August 31, 2023. • Service Action: This program is now eligible for mobile repairs. • Owner Notification Mailing Schedule: An updated owner letter will be mailed to owners who have not completed 20B27 during the week of September 19, 2022. • Attachments: Attachment IV has been added to support mobile repairs. • Refunds: Refunds have been approved for this program that covers PCM reprogramming to prevent torque convertor overheating between the prior expiration date and the program relaunch. • Special Allowances: Special allowances have been added to assist in claiming mobile repairs. • Labor Operation: A new labor operation has been added to support mobile repairs. New! PROGRAM TERMS This program will be in effect through August 31, 2023. There is no mileage limit for this program. New! EXPIRATION DATE This Customer Satisfaction Program has an expiration date of August 31, 2023 to encourage dealers and customers to have this service performed as soon as possible. We recommend dealers utilize their FSA VIN List name and address that were available on November 10, 2020 to contact customers with affected vehicles. This will help minimize the number of vehicles that may overheat the torque converter, which could require an additional repair. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Lincoln MKC 2015 – 2019 Louisville August 20, 2013 through July 31, 2019 © Copyright 2022 Ford Motor Company Ford Explorer 2016 – 2019 Chicago September 29, 2014 through March 3, 2019 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In affected vehicles, the transmission torque converter may overheat in certain driving conditions. If the torque converter overheats it can lead to adverse NVH, rough idle, and low performance concerns. Ultimately this will require internal transmission repairs to resolve the concern. Ford Motor Company has developed an update to the Powertrain Control Module software that helps protect the transmission torque converter from overheating when exposed to certain driving styles. New! SERVICE ACTION Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to check for available powertrain control module (PCM) software update and reprogram the PCM using IDS Release 117.01 or higher, while connected to the internet. Some vehicles may already have the latest software. This service must be performed on all affected vehicles at no charge to the vehicle owner. To assist vehicle owners to have this software update completed, dealers should: • Arrange for a mobile repair at the owner’s location, • Mobile service should be made available for all customers. Refer to the Claiming sections for further details. New! OWNER NOTIFICATION MAILING SCHEDULE Owner letters were mailed the week of October 26, 2020. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. An updated owner letter will be mailed the week of September 19, 2022. Owners will be notified that the program terms for 20B27 have been extended. New! ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Instructions Attachment IV: Mobile Service Repair Record Owner Notification 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 © Copyright 2022 Ford Motor Company ATTACHMENT I Page 1 of 3 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1 Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram New! MOBILE REPAIR RECOMMENDATIONS • Confirm with customer a mobile repair is feasible. • Check OASIS prior to going to the customer’s home or business to confirm if any other outstanding FSA needs to be completed. • Transportation – due to the simplicity of this repair, a specialty vehicle is not required. New! MOBILE REPAIR ADDITIONAL INFORMATION Please ensure the technician brings the following to the mobile repair destination: • Printed Technical Instructions. • Printed Repair/Work Order or any other necessary documentation as customer copy(s) o Documents could also be emailed to the customer. • Shirt/uniform and vehicle graphic with dealership or Ford logos are recommended. • Recommended tools and cleaning supplies: Battery Charger, IDS Computer that has been updated to the latest level with all of the required cables and either a VCM2, VCM3, or VCMM. New! MOBILE REPAIR QUESTIONS AND ASSISTANCE • For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC contact ID#. • Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621. OASIS ACTIVATION OASIS was activated on October 9, 2020. FSA VIN LISTS ACTIVATION FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on October 9, 2020. Owner names and addresses have been available since November 10, 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. © Copyright 2022 Ford Motor Company ATTACHMENT I Page 2 of 3 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1 Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram 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. New! 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 January 31, 2023. • 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. 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 reprogramming the PCM to prevent torque convertor overheating. • The reprogramming repair needs to have occurred between November 30, 2021 and October 4, 2022. RENTAL VEHICLES Rental vehicles are not approved for this program. LINCOLN PICKUP AND DELIVERY Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07715, 2020 Lincoln Pickup & Delivery Updates. 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 powertrain warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked. o 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. © Copyright 2022 Ford Motor Company ATTACHMENT I Page 3 of 3 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1 Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram New! CLAIMS PREPARATION AND SUBMISSION • Claim Entry: 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 20B27 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. • 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. • Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC07715, 2020 Lincoln Pickup & Delivery Updates for details. • Special Allowances o Mobile repair allowances can be claimed for dealer-performed mobile repairs. o For dealer-performed mobile repairs, retain a copy of the Service Management signed record (see Attachment IV), with the repair order documentation. o Claim the mobile repair allowance Labor Operation Code 20B27MM along with 20B27B. © Copyright 2022 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1 Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission PCM Reprogram New! LABOR ALLOWANCES Description Labor Operation Labor Time Check for a PCM Software Update using IDS release 117.01 or higher and Reprogram if available 20B27B 0.3 Hours Mobile Service: Can be used when the repair takes place away from the dealership If Additional Time is Required Due to Travel, Please Submit an SSSC Approval Form 20B27MM 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. © Copyright 2022 Ford Motor Company ATTACHMENT IV Page 1 of 1 NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1 Customer Satisfaction Program 20B27 Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35 Transmission – Powertrain Control Module Reprogram MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY RECORD VIN ____________________________ received (check one): ☐ Mobile Repair ☐ Pick-up and/or delivery service As outlined below for the 20B27 Field Service Action program. ☐ Mobile Repair – Date: _______________ OR ☐ Pick-up – Date: _______________ ☐ Delivery – Date: _______________ Repair Order # Repair Order Date Service Manager Signature Date © Copyright 2022 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September 2022 Customer Satisfaction Program 20B27 and 20N07 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? Ford Motor Company is reopening 20B27 on your vehicle for an additional twelve (12) months. On your vehicle, it may be possible for the transmission torque converter to overheat in certain driving conditions. Ford Motor Company has developed an update to the Powertrain Control Module software that helps protect your transmission torque converter from overheating when exposed to certain driving styles. Additionally, for your peace of mind, Ford Motor Company is providing a one-time repair on the torque converter if you experience symptoms within twelve (12) months from the date that the Powertrain Control Module (PCM) software is updated. The torque converter one-time repair is covered under Customer Satisfaction Program 20N07. What is the effect? An overheated torque converter may result in degraded torque converter function. This can cause noise, vibration, rough idle, or other low performance concerns. © Copyright 2022 Ford Motor Company What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to address this issue by reprogramming the Powertrain Control Module free of charge (parts and labor) under the terms of this program. Receiving this service may help avoid additional transmission repairs. For your convenience, a mobile software update at the vehicle’s location may be available – for FREE. Please check with your dealer for availability of a mobile software update. The Customer Satisfaction Program to reprogram the PCM will be in effect until August 31, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners. If your vehicle exhibits symptoms consistent with degraded torque converter function within twelve (12) months from the 20B27 PCM software update, and the torque converter is no longer covered under powertrain warranty, Ford Motor Company has authorized your dealer to replace the torque converter free of charge (parts and labor). This is a one-time repair program. How long will it take? The time needed to reprogram the PCM 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 20B27. 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 ford.com/support 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 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 paid to have the torque converter replaced before the date of this letter, you may be eligible for a refund under the terms of 20N07. Refunds will only be provided for service related to replacing the torque converter. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before January 31, 2023. 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. © Copyright 2022 Ford Motor Company 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: ford.com/support 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division © Copyright 2022 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Septiembre 2022 Programa de satisfacción del cliente 20B27 y 20N07 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Número de identificación del vehículo (VIN): 12345678901234567 El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Ford Motor Company está reabriendo 20B27 en su vehículo por doce (12) meses adicionales. Es posible que el convertidor de torsión de la transmisión de su vehículo se sobrecaliente en determinadas condiciones de manejo. Ford Motor Company ha desarrollado una actualización del software del módulo de control del tren motriz que ayuda a proteger el convertidor de torsión de la transmisión del sobrecalentamiento cuando se expone a ciertos estilos de manejo. Adicionalmente, para su tranquilidad, Ford Motor Company está proporcionando una reparación única del convertidor de torsión en caso de que experimente síntomas dentro de doce (12) meses a partir de la fecha de la actualización del software del módulo de control del tren motriz (PCM). La reparación única del convertidor de torsión se cubre en el Programa de satisfacción del cliente 20N07. ¿Cuál es el efecto? El sobrecalentamiento del convertidor de torsión podría provocar la degradación de su función. Esto podría causar ruido, vibración, marcha mínima irregular u otros problemas de bajo rendimiento. © Copyright 2022 Ford Motor Company ¿Qué medidas adoptarán Ford y su distribuidor? Para satisfacer a nuestros clientes, Ford Motor Company ha autorizado al distribuidor a abordar este problema mediante la reprogramación del módulo de control del tren motriz sin costo alguno (piezas y mano de obra) bajo los términos de este programa. Al recibir este servicio podría no tener que realizar reparaciones adicionales de la transmisión. Para su comodidad, podría estar disponible una actualización de software móvil dondequiera que se encuentre el vehículo, de forma totalmente GRATUITA. Compruebe con su distribuidor la disponibilidad de una actualización de software móvil. El Programa de satisfacción del cliente relacionado con la reprogramación del PCM tendrá una vigencia hasta el 31 de agosto de 2023, sin importar el millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. Si el vehículo muestra síntomas relacionados con la degradación de la función del convertidor de torsión dentro de doce (12) meses, a partir de la actualización del software del PCM 20B27 y el convertidor de torsión ya no tiene cobertura de la garantía del tren motriz, Ford Motor Company ha autorizado a su distribuidor a reemplazar el convertidor de torsión sin costo alguno (piezas y mano de obra). Este es un programa de reparación única. ¿Cuánto tiempo tomará? El tiempo necesario para reprogramar el PCM será menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. ¿Qué debe hacer? Llame a su distribuidor lo antes posible para que programe una cita de servicio para realizar el Programa de satisfacción del cliente 20B27. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta. Si aún no tiene un distribuidor para realizar el servicio, puede acceder a ford.com/support para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. Ford Motor Company le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos para llevar a cabo el trabajo. NOTA: Puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación FordPass. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras funciones como reserva de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. ¿Ha pagado anteriormente por esta reparación? Si pagó por el reemplazo del convertidor de torsión antes de la fecha de esta carta, es posible que cumpla con los requisitos para solicitar un reembolso, conforme a los términos de 20N07. Solo se otorgarán reembolsos por servicios relacionados con el reemplazo del convertidor de torsión. Para comprobar si cumple con los requisitos y agilizar el reembolso, © Copyright 2022 Ford Motor Company entregue el recibo de pago original a su distribuidor antes del 31 de enero de 2023. Para evitar demoras, no envíe recibos a Ford Motor Company. ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Este aviso lo recibió porque en nuestros archivos, basados principalmente en datos de registro y propiedad de los EE. UU., aparece usted como el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el gerente de servicio de su distribuidor para solicitar ayuda. PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es ford.com/support Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de contacto de Ford Pro al 1-800-34-FLEET, elija la opción n.° 1 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es fleet.ford.com. Los representantes atienden de lunes a viernes, de 7:00 a.m. a 11:00 p.m. y sábado de 7:00 a.m. a 5:00 p.m. (hora del este). Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente © Copyright 2022 Lincoln – A Ford Motor Company Brand Lincoln P. O. Box 1904 Dearborn, Michigan 48121 September 2022 Customer Satisfaction Program 20B27 and 20N07 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Lincoln, 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? Lincoln is reopening 20B27 on your vehicle for an additional twelve (12) months. On your vehicle, it may be possible for the transmission torque converter to overheat in certain driving conditions. Lincoln has developed an update to the Powertrain Control Module software that helps protect your transmission torque converter from overheating when exposed to certain driving styles. Additionally, for your peace of mind, Lincoln is providing a one-time repair on the torque converter if you experience symptoms within twelve (12) months from the date that the Powertrain Control Module (PCM) software is updated. The torque converter one-time repair is covered under Customer Satisfaction Program 20N07. What is the effect? An overheated torque converter may result in degraded torque converter function. This can cause noise, vibration, rough idle, or other low performance concerns. What will Lincoln and your retailer do? In the interest of customer satisfaction, Lincoln has authorized your dealer to address this issue by reprogramming the Powertrain Control Module free of charge (parts and labor) under the terms of this program. Receiving this service may help avoid additional transmission repairs. For your convenience, a mobile software update at the vehicle’s location may be available – for FREE. Please check with your dealer for availability of a mobile software update. The Customer Satisfaction Program to reprogram the PCM will be in effect until August 31, 2023 regardless of mileage. Coverage is automatically transferred to subsequent owners. © Copyright 2022 Lincoln – A Ford Motor Company Brand If your vehicle exhibits symptoms consistent with degraded torque converter function within twelve (12) months from the 20B27 PCM software update, and the torque converter is no longer covered under powertrain warranty, Lincoln has authorized your dealer to replace the torque converter free of charge (parts and labor). This is a one-time repair program. How long will it take? The time needed to reprogram the PCM 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 retailer without delay to schedule a service appointment for Customer Satisfaction Program 20B27. Provide the retailer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter. Please also keep this letter as a reminder of the service warranty coverage for your vehicle’s torque converter under Customer Satisfaction Program 20N07. If the torque converter requires replacement, and your vehicle is within the indicated time/mileage limitations, contact your dealer to schedule a service appointment. If you do not already have a servicing retailer, you can access Lincoln.com/support for retailer addresses, maps, and driving instructions. Lincoln 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 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 paid to have the torque converter replaced before the date of this letter, you may be eligible for a refund under the terms of 20N07. Refunds will only be provided for service related to replacing the torque converter. To verify eligibility and expedite reimbursement, give your paid original receipt to your retailer before January 31, 2023. To avoid delays, do not send receipts to Lincoln. 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 you are the current owner. © Copyright 2022 Lincoln – A Ford Motor Company Brand Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your retailer’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 Lincoln, contact information is available at Lincoln.com/support. 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 Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 7:00AM – 11:00PM and Saturday 7:00AM – 5:00PM (Eastern Time). Thank you for your attention to this important matter. Lincoln © Copyright 2022 Lincoln – Una marca de Ford Motor Company Lincoln P. O. Box 1904 Dearborn, Michigan 48121 Septiembre 2022 Programa de satisfacción del cliente 20B27 y 20N07 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Número de identificación del vehículo (VIN): 12345678901234567 En Lincoln, el compromiso no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Lincoln está reabriendo 20B27 en su vehículo por doce (12) meses adicionales. Es posible que el convertidor de torsión de la transmisión de su vehículo se sobrecaliente en determinadas condiciones de manejo. Lincoln ha desarrollado una actualización del software del módulo de control del tren motriz que ayuda a proteger el convertidor de torsión de la transmisión del sobrecalentamiento cuando se expone a ciertos estilos de manejo. Adicionalmente, para su tranquilidad, Lincoln está proporcionando una reparación única del convertidor de torsión en caso de que experimente síntomas dentro de doce (12) meses a partir de la fecha de la actualización del software del módulo de control del tren motriz (PCM). La reparación única del convertidor de torsión se cubre en el Programa de satisfacción del cliente 20N07. ¿Cuál es el efecto? El sobrecalentamiento del convertidor de torsión podría provocar la degradación de su función. Esto podría causar ruido, vibración, marcha mínima irregular u otros problemas de bajo rendimiento. ¿Qué harán Lincoln y su minorista? Para satisfacer a nuestros clientes, Lincoln ha autorizado al distribuidor a abordar este problema mediante la reprogramación del módulo de control del tren motriz sin costo alguno (piezas y mano de obra) bajo los términos de este programa. Al recibir este servicio podría no tener que realizar reparaciones adicionales de la transmisión. Para su comodidad, podría estar disponible una actualización de software móvil dondequiera que se encuentre el vehículo, de forma totalmente GRATUITA. Compruebe con su distribuidor la disponibilidad de una actualización de software móvil. © Copyright 2022 Lincoln – Una marca de Ford Motor Company El Programa de satisfacción del cliente relacionado con la reprogramación del PCM tendrá una vigencia hasta el 31 de agosto de 2023, sin importar el millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. Si el vehículo muestra síntomas relacionados con la degradación de la función del convertidor de torsión dentro de doce (12) meses, a partir de la actualización del software del PCM 20B27 y el convertidor de torsión ya no tiene cobertura de la garantía del tren motriz, Lincoln ha autorizado a su distribuidor a reemplazar el convertidor de torsión sin costo alguno (piezas y mano de obra). Este es un programa de reparación única. ¿Cuánto tiempo tomará? El tiempo necesario para reprogramar el PCM será menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. ¿Qué debe hacer? Llame a su minorista lo antes posible para que programe una cita de servicio para realizar el Programa de satisfacción del cliente 20B27. Proporcione el VIN del vehículo a su minorista. El VIN está impreso debajo de sus datos al inicio de esta carta. Conserve esta carta como un recordatorio de la cobertura de la garantía de servicio del convertidor de torsión de su vehículo conforme al Programa de satisfacción del cliente 20N07. Si es necesario reemplazar el convertidor de torsión y su vehículo se encuentra dentro de los límites de tiempo o millaje indicados, comuníquese con su distribuidor para programar una cita de servicio. Si aún no tiene un minorista para realizar el servicio, puede acceder a Lincoln.com/support para conocer las direcciones de los minoristas, ver mapas y obtener las instrucciones para llegar. Lincoln le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos necesarios para llevar a cabo el trabajo. NOTA: puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación The Lincoln Way: Lincoln Owner. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras características, como control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. ¿Ha pagado anteriormente por esta reparación? Si pagó por el reemplazo del convertidor de torsión antes de la fecha de esta carta, es posible que cumpla con los requisitos para solicitar un reembolso, conforme a los términos de 20N07. Solo se otorgarán reembolsos por servicios relacionados con el reemplazo del convertidor de torsión. Para comprobar si cumple con los requisitos y agilizar el reembolso, entregue el recibo de pago original a su minorista antes del 31 de enero de 2023. Para evitar demoras, no envíe recibos a Lincoln. © Copyright 2022 Lincoln – Una marca de Ford Motor Company ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Este aviso lo recibió porque en nuestros archivos, basados principalmente en datos de registro y propiedad de los EE. UU., aparece usted como el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el Gerente de Servicio de su minorista para solicitar ayuda. PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con Lincoln, la información de contacto se encuentra disponible en Lincoln.com/support. Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de contacto de Ford Pro al 1-800-34-FLEET, elija la opción n.° 1 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es fleet.ford.com. Los representantes atienden de lunes a viernes, de 7:00 a.m. a 11:00 p.m. y sábado de 7:00 a.m. a 5:00 p.m. (hora del este). Gracias por su atención en este asunto sumamente importante. Lincoln

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