Customer Satisfaction Program 21B09 – 3G Telematics Control Unit to 4G Upgrade Kit – 2014-2020 Ford & Lincoln

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 Copyright 2023 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division April 12, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit REF: Customer Satisfaction Program 21B09 – Supplement #1 Dated: July 28, 2022 New! REASON FOR THIS SUPPLEMENT • Program Terms & Urgency / Expiration Date: Program extension until July 31, 2023. • Service Action: o IDS level 128 or higher is now required to address various programming issues encountered. o C-MAX Energi vehicles are now serviceable with new software and hardware. • Labor Allowances: C-MAX labor has been updated. • Parts Requirements / Ordering Information: o The C-MAX – 4G Upgrade Kit is now orderable at this time with a new part number. o MKX – Rear seat backrest nut claim quantity updated. • Technical Information updates: o Ensure IDS level 128 or higher is used. o Toggling Valet Mode is no longer required. o C-MAX Energi instructions are now available. • Owner Notification: Non-repaired vehicle owners will be mailed the week of April 17, 2023. • Pickup and Delivery: Added • Customer Acknowledgement Form – Review form contents with customer prior to kit ordering and obtain customer signature prior to installation for Focus BEV, C-MAX, and Fusion Energi vehicles. New! PROGRAM TERMS This program will be in effect through July 31, 2023. There is no mileage limit for this program. NOTE: Owners may purchase the 4G upgrade kit and 21B09 covers labor/installation and one-time use components for 2013-2016 Fusion Energi, 2015-2016 Lincoln MKZ, and 2016-2017 Lincoln MKX. NOTE: Owners outside of the 21B09 program have the option to pay for both the labor and cost to purchase the 4G upgrade kit.  Copyright 2023 Ford Motor Company New! URGENCY / EXPIRATION DATE This Customer Satisfaction Program has an expiration date of July 31, 2023, to encourage dealers and owners to have this service performed as soon as possible. We recommend dealers utilize their FSA VIN Lists name and address to contact owners with affected vehicles. This will help minimize the number of vehicles that may lose wireless functionality for connected phone app to vehicle features. FSA VIN Lists were made available on November 3, 2021. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Fusion Energi 2014-2020 Hermosillo October 28, 2013 through July 27, 2020 C-MAX Energi 2014-2017 Michigan April 15, 2014 through October 2, 2017 Focus Battery Electric Vehicle (BEV) 2016-2018 Michigan September 16, 2015 through May 2, 2018 MKZ / MKZ Hybrid 2015-2017 Hermosillo July 28, 2014 through September 5, 2017 MKC 2015-2017 Louisville August 28, 2014 through August 29, 2017 Continental 2017 Flatrock August 2, 2016 through August 22, 2017 MKX 2016-2017 Oakville August 31, 2015 through September 29, 2017 NOTE: Program eligibility is dependent upon vehicle sale date and is not based on vehicle build date Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM The North America 3G cellular service began decommissioning in August 2021 and a complete shutdown of the 3G network took place in February 2022. Vehicles on the road equipped with a 3G telematics control unit (TCU) / embedded modem will lose mobile app functionality/connectivity.  Copyright 2023 Ford Motor Company New! SERVICE ACTION Per vehicle owner request and purchase of the 4G upgrade kit, Dealers are to replace the vehicle’s 3G TCU / embedded modem with a 4G upgrade kit (4G TCU, antenna, cables, and mounting hardware), and use IDS level 128 or higher to complete the programmable module installation (PMI) process. NOTE: C-MAX Energi vehicles may now be repaired. Please see Customer Acknowledgement Form and review form contents with customer prior to kit ordering and obtain customer signature prior to installation for Focus BEV, C-MAX, and Fusion Energi vehicles. Retain signed copy for records. NOTE: Non-repaired vehicle owners will receive an owner notification letter announcing the extension of the program to July 31, 2023. Owners will have the option to purchase the 4G upgrade kit, and 21B09 will cover labor/installation and any required one-time use parts NOTE: Owners outside of the 21B09 program will not receive an owner letter but will still have the option to pay for both the labor and material costs for the 4G upgrade. NOTE for Focus Electric Owners Only: Certain charge scheduling functionality (Preferred Charge Times) through the FordPassTM App is now available for completed repairs with an over the air update or available to dealers with the latest software level for the TCU which is part of TCU upgrade process. New! OWNER NOTIFICATION MAILING SCHEDULE Owner letters (non-C-MAX vehicles) were mailed the week of August 22, 2022 to announce the prior updated program extension and program terms. All affected non-repaired vehicle owner letters will be mailed the week of April 17, 2023 to announce the latest updated program extension. New! ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information – Fusion Energi Attachment IV: Technical Information – C-MAX Energi Attachment V: Technical Information – Focus Battery Electric Vehicle (BEV) Attachment VI: Technical Information – MKZ / MKZ Hybrid Attachment VII: Technical Information – MKC Attachment VIII: Technical Information – Continental Attachment IX: Technical Information – MKX Owner Notification Letters Owner Notification C-MAX Letter Ford Owner Instruction Lincoln Owner Instruction 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 System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, Stacy L. Balzer  Copyright 2023 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit OASIS ACTIVATION OASIS was activated on November 03, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on November 03, 2021. Owner names and addresses were available on December 03, 2021. 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 all affected vehicles will be directed to dealers for repairs if they wish to prevent the loss of MyLincoln Mobile or MyFord Mobile service. • VINs under FSA 21B09: Per owner request and agreement, upgrade vehicles using the 4G upgrade kit, as identified in OASIS which are brought to your dealership. • VINs NOT under FSA 21B09: For other vehicles not under the 21B09 program, inform owners of the 4G upgrade kit available per owner agreement and payment of material and installation costs. STOCK VEHICLES • FSA 21B09 is only for sold vehicles. • Do not perform this service unless the informed owner requests repairs covered by this program. VEHICLES WITH CANCELLED WARRANTIES Vehicles with cancelled warranties are not eligible for this service action. 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. New! PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers) instead of a rental vehicle. Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for details.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit 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 EFC08708, 2021 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 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. 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:  Claim type 31: Field Service Action. The FSA number (21B09) is the sub code.  Customer Concern Code (CCC): A93 – Embedded Modem  Condition Code (CC): 42 – Does Not Operate Properly  Causal Part Number: 14G229  Part Quantity: 0 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 EFC12060, 2023 Lincoln Pickup & Delivery Updates for details.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 3 Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit New! LABOR ALLOWANCES Description Labor Operation Labor Time Replace 3G TCU with 4G TCU Upgrade Kit and complete PMI Process to verify connectivity to 4G network using IDS version 128 or higher. – C-MAX 21B09B 0.8 Hours – Continental with 40/20/40 Seats 21B09C 2.4 Hours – Continental with 60/40 Seats 21B09D 1.9 Hours – Focus Battery Electric 21B09E 1.1 Hours – Fusion – Plug in Hybrid 21B09F 0.7 Hours – MKC 21B09G 1.0 Hours – MKX 21B09H 1.0 Hours – MKZ /MKZ Hybrid 21B09J 0.8 Hours Support Owner if requested for help with phone app. 21B09K 0.2 Hours New! PARTS REQUIREMENTS / ORDERING INFORMATION Order the 4G upgrade kit using the On-line 1878 form. • FSA 21B09 kit is non-refundable and cannot be returned once ordered. • Before ordering the 4G Upgrade Kit, confirm owner understands the program terms (Owner Pays for Upgrade Kit Cost) and the 4G Upgrade Kit will be installed on the VIN in question (customer will use FordPassTM/Lincoln Way app with VIN). • FCS Order process: 1. Go to OASIS, enter the VIN and click GO 2. Scroll to the bottom and select the On-Line 1878 / ESG Order Site 3. Click on Create Order (1878 Form) 4. Click on the drop-down arrow to select a System 5. Enter VIN and “Engineering Part Number” 6. Enter Odometer reading and select Miles or Kilometers 7. Enter Reference Repair Order Date (Work Order Date) using calendar icon 8. Click Continue 9. Complete the on-line order form NOTE: Your order is NOT complete until the system generates an “Order Number” (example: 1000xxxxxx) DEALER PRICE 4G TCU and antenna kits will be supplied by FCS, and price(s) will be published on the FCS site at https://www.fesg.dealerconnection.com/FESGOrderApplicationStrutsWeb/createOrderStep3NewPost.do NOTE: Vehicle Owners to pre-pay for FSA 21B09 material (4G upgrade kit) only.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 2 of 3 Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit New! PARTS REQUIREMENTS / ORDERING INFORMATION (continued) Engineering Part Number Description Order Quantity Claim Quantity AMMU7J A00A25 AA MKX – 4G Upgrade Kit 1* 0 AMMU7J A00A25 BA Focus Battery Electric – 4G Upgrade Kit 1* 0 AMMU7J A00A25 CA Fusion – Plug in Hybrid – 4G Upgrade Kit 1* 0 AMMU7J A00A25 DA MKZ / MKZ Hybrid – 4G Upgrade Kit 1* 0 AMMU7J A00A25 EA MKC / Continental – 4G Upgrade Kit 1* 0 AMMU7J A00A25 FA C-MAX – 4G Upgrade Kit 1* 0 *Part Number will only allow customer pay option. Order your parts through FCS normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed. New! PARTS REQUIREMENTS / ORDERING INFORMATION – One-time Use Parts Per Vehicle Part Number Description Order Quantity Claim Quantity W716300-S450B 2016-2017 MKX Right-hand Rear Seat Backrest Nuts – (4 per pkg., 4 nuts req’d.) 1 As Needed 4 DP5Z-5452019 2015-2016 MKZ Left-hand C-pillar Upper Trim Panel – order using the Ford Parts Catalog with the VIN to confirm full part number. 1 As Needed 1 DS7Z-7831013 2013-2016 Fusion Energi Left-hand C-pillar Upper Trim Panel – order using the Ford Parts Catalog with the VIN to confirm full part number. 1 As Needed 1 W715667-S439 2013-2016 Fusion Energi Left-hand D-pillar 2- stage Retaining Clip – 4/pkg., 1 clip required 1 As Needed 1 SERVICE PART WARRANTY PART INFORMATION – Order Only If Needed NOTE: If diagnostics leads to a failed 4G TCU or antenna, individual parts are available for replacement in lieu of ordering another 4G upgrade kit. Part Number Description HJ5T-14G087-UM 4G TCU – All Vehicles – order from FCS via 1878 form NL1Z-19A390-A 4G Antenna – All Vehicles – normal parts ordering process PARTS RETENTION, RETURN, & SCRAPPING FCS no longer requires a core return of the 3G TCU.  Copyright 2023 Ford Motor Company ATTACHMENT II Page 3 of 3 Customer Satisfaction Program 21B09 – Supplement #2 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit REPLACED FSA PARTS INSPECTION AND SIGN OFF Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of March 1st 2021 or later must be inspected and signed off on the repair order by a member of your dealers fixed operations management team or an employee the task has been delegated to. If the task is to be delegated to a non-management employee, the employee needs to be someone other than the technician who completed the repair and needs to understand the importance of completing this task consistently and accurately. • Inspect the replaced parts to verify the FSA repair was completed. • If the FSA repair is found to be complete, the designated employee signs the repair order line or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts were inspected and validated to have been replaced. • This process is subject to review during warranty audits for FSA repairs with a repair order open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement, found not to have been inspected and signed off during a warranty audit will be subject to chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair Process. NOTE: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA parts inspection process (electronic or handwritten) is independent from other warranty approval requirements. The approval by the designated employee implies that the FSA parts were found to be replaced and must be able to be clearly identified on the Repair Order. If multiple FSAs require approval on a single Repair Order, each applicable occurrence will require individual post repair approval by the designated employee. ATTACHMENT VII PAGE 1 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – MKC Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029M ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 ATTACHMENT VII PAGE 2 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Position up the defrost vent trim panel. Follow the WSM procedure in Section 501-12. NOTE: Do not remove the defrost vent trim panel from the vehicle, only disengage it from the instrument panel. 3. Remove the glove compartment. Follow the WSM procedure in section 501-12. 4. Remove the lower Left Hand (LH) side instrument panel insulator. See Figure 1. • Disconnect the electrical connector. 2029PPP x2 FIGURE 1 ATTACHMENT VII PAGE 3 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 5. Align, measure and mark the bracket location on the new 4G TCU module. See Figure 2. a. Place the mounting bracket on the back of the new 4G TCU module. b. Measure 3/16 in (4.76 mm) from the bottom LH corner of the 4G TCU module to the inside portion of the mounting bracket. c. Measure 1/4 in (6.35 mm) from the top of the 4G TCU module to the top edge of the mounting bracket. d. Mark the two edges of the mounting bracket as shown. STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029QQQ 1/4 IN (6.35 MM) 3/16 IN (4.76 MM) 4G TCU TCU MOUNTING BRACKET FIGURE 2 ATTACHMENT VII PAGE 4 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029RRR DO NOT COVER THE HEAT SINKS 1 1/2 IN (38 MM) STRIP OF DUAL LOCK™ (ROUGH) DUAL LOCK™ 1 1/2 IN (38 MM) (ROUGH) FIGURE 3 6. TCU Preparation. See Figure 3. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry for 30 seconds. b. Measure and cut 1 1/2 in (38 mm) length off of one Dual Lock™ strip (rough). c. Remove the adhesive backing of the Dual Lock™ strips (rough). d. Apply the 1 1/2 in (38 mm) portion of the Dual Lock™ by aligning to the mark made above the heat sink. e. Apply the remainder of the cut Dual Lock™ off set but at the same angle as not to pass over top of the heat sink. f. Apply the full Dual Lock™ strip by aligning it to the edge of the lower left plastic tab and then along the horizontal marks made. g. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure of proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT VII PAGE 5 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029SSS TCU MOUNTING BRACKET TCU MOUNTING BRACKET LOOP STRIPS FIGURE 4 7. Clean the mounting bracket and apply loop strips. See Figure 4. a. Clean the mounting bracket first with a clean lint free rag. b. Clean the mounting bracket with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the adhesive backing of the loop strips and apply it to the mounting bracket over the stud holes. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. 8. Install the 4G TCU: See Figure 5. a. Orient with electrical connection at bottom. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing the bracket to the back of the module with a slight rotation to engage Dual Lock™ into the loop. 2029TTT ELECTRICAL CONNECTION FIGURE 5 ATTACHMENT VII PAGE 6 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 9. Install the new 4G Antenna: See Figures 6 and 7. a. Clean the highlighted area of the defrost vent trim panel first with a clean lint free rag. b. Clean the highlighted area using the supplied alcohol prep wipe. c. Remove the adhesive backing on the 4G antenna. d. Press the 4G antenna to the defrost vent trim panel in the locations shown. e. With firm evenly applied thumb pressure from center outward, work out air bubbles to make sure of good adherence of the antenna while supporting the topside of the defrost vent trim panel. f. Remove the adhesive backing of the cable strain relief and press it onto the defrost cent trim panel as shown. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029UUU CLEAN AREA 1ST WITH A CLEAN LINT FREE RAG, 2ND WITH ALCOHOL WIPE FIGURE 6 2029VVV CABLE STRAIN 4G ANTENNA RELIEF FIGURE 7 ATTACHMENT VII PAGE 7 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 10. Route the coaxial extension cable. See Figures 8 and 9. a. Connect the coaxial extension cable to the 4G antenna. b. Route the coaxial extension cable down the right side of the instrument panel to the glove box area. c. Continue to route the coaxial extension cable across the top of the glove box area towards the center of the instrument panel. d. Route the coaxial extension cable over the instrument panel brace. e. Route the coaxial extension cable down through the instrument panel towards he center console. f. Route the coaxial extension cable towards the 4G TCU area. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029WWW FRONT OF VEHICLE COAXIAL EXTENSION CABLE a FIGURE 8 ATTACHMENT VII PAGE 8 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029XXX COAXIAL EXTENSION CABLE FIGURE 9 ATTACHMENT VII PAGE 9 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 11. Install the 4G TCU and mounting bracket assembly. See Figure 10. a. Install the 4G TCU mounting bracket and the two bolts. • Torque: 30 lb.ft (40 Nm) b. Connect the TCU coaxial extension cable. c. Connect the TCU electrical connector. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029YYY x2 ELECTRICAL 4G TCU CONNECTOR COAXIAL EXTENSION CABLE FRONT OF VEHICLE MOUNTING BRACKET BOLT FIGURE 10 12. Install the glove compartment. Follow the WSM procedure in section 501-12. 13. Position back the defrost vent trim panel. Follow the WSM procedure in Section 501-12. ATTACHMENT VII PAGE 10 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 14. Install the lower LH side instrument panel insulator. See Figure 11. • Connect the electrical connector. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029PPP x2 FIGURE 11 ATTACHMENT VII PAGE 11 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 15. Position back the carpet. See Figure 12. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029ZZZ FIGURE 12 16. Install the RH finish panel. See Figure 13. x14 2029AAAA FIGURE 13 ATTACHMENT VII PAGE 12 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 17. Install the RH trim panel. See Figure 14. x4 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029BBBB FIGURE 14 18. Close the floor console stowage bin lid. See Figure 15. 2029CCCC FIGURE 15 ATTACHMENT VII PAGE 13 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 19. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. 20. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure of success. 21. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information.  Copyright 2023 Lincoln – A Ford Motor Company Brand Lincoln P. O. Box 1904 Dearborn, Michigan 48121 April 2023 Customer Satisfaction Program 21B09 – Program Extension 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? Our records indicate that Customer Satisfaction Program 21B09 has not been completed on your vehicle. Cellular companies began decommissioning 3G networks in August 2021, and a complete shutdown of the 3G network took place in February 2022. As a result, the 3G modem in your vehicle is no longer able to transmit data. What is the effect? If you utilized remote features within the Lincoln WayTM App, the decommissioned 3G network resulted in a loss of wireless functionality for connected app-to-vehicle features such as: Remote Lock & Unlock, Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, and Mileage. Cellular 3G network decommissioning did not impact control or performance of your vehicle. If you do not utilize the Lincoln WayTM App, you will not notice the effects of the decommissioning. If you would like more information about the Lincoln WayTM App services, additional information can be found on the Lincoln.com/Support web site. What will Lincoln and your dealer do? In the interest of client satisfaction, Lincoln has authorized your dealer to cover the cost of labor and certain one-time-use parts to install a 4G upgrade kit (modem and antenna) so remote app functionality can be restored. Note, the vehicle owner is responsible for the purchase of the 4G upgrade kit. This Customer Satisfaction Program has been extended to July 31, 2023, 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.  Copyright 2023 Lincoln – A Ford Motor Company Brand What should you do? To restore app-to-vehicle features via the Lincoln Way App, please call your dealer to schedule a service appointment for Customer Satisfaction Program 21B09. Provide your dealer with your VIN, which is printed near your name at the beginning of this letter. You will need to purchase the 4G upgrade kit from your dealer. Additional app set up, such as removing and re-adding the VIN in the app will be needed following the 4G modem installation. NOTE: 4G upgrade kit availability may be limited due to supply constraints. Lincoln owners of 2017 Model Year or later vehicles affected by this recall have the option of requesting complimentary Pickup & Delivery service with a Lincoln vehicle for use during service. Please request Lincoln Pickup & Delivery through your dealer if you would like to take advantage of this option. If you do not already have a servicing dealer, you can access Lincoln.com for dealer addresses, maps, and driving instructions. Lincoln recommends you have this service action completed on your vehicle to experience the benefits and features enabled by the Lincoln Way App. The vehicle owner is responsible for scheduling the work to be completed. Once your vehicle has been upgraded with the 4G upgrade kit, use the Lincoln WayTM App to access remote features like start/stop, get important vehicle information like fuel and oil levels, service history and warranty details at your fingertips. You can receive information about Recalls and Customer Satisfaction Programs through the Lincoln WayTM app as well. The app can be downloaded through the App Store or Google Play. 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. Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS: If you have questions or concerns, please contact our Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you. If you wish to contact 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 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 April 2023 Customer Satisfaction Program 21B09 – Program Extension 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 an update to the Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? Our records indicate that Customer Satisfaction Program 21B09 has not been completed on your vehicle. Cellular companies began decommissioning 3G networks in August 2021, and a complete shutdown of the 3G network took place in February 2022. As a result, the 3G modem in your vehicle is no longer able to transmit data. What is the effect? If you utilize services and owner benefits with the FordPass App, the decommissioned 3G network resulted in a loss of wireless functionality for connected phone app to vehicle features such as: Lock & Unlock vehicle, Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, Mileage (and for electrical vehicles: Preferred Charge Times, Departure Times, Trip & Charge Logs). Cellular 3G network decommissioning will not impact control or performance of your vehicle. If you do not utilize the FordPassTM App service, you will not notice the effects of the decommissioning. Additional information about the FordPassTM App and how to connect can be found on our web site: Ford.Com/Support/Category/Fordpass/. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to cover the cost of labor to install a 4G upgrade kit (modem and antenna). Note, this will require the vehicle owner to purchase the 4G upgrade kit. This Customer Satisfaction Program has been extended to July 31, 2023, 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.  Copyright 2023 Ford Motor Company What should you do? To restore app-to-vehicle features via the FordPass App, please call your dealer to schedule a service appointment for Customer Satisfaction Program 21B09. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. You will need to purchase the 4G upgrade kit from your dealer, download the FordPassTM App and set up an account as needed. Additional information about the FordPassTM App and how to connect can be found on our web site: https://www.ford.com/support/category/fordpass/. NOTE: 4G upgrade kit availability may be limited due to supply constraints. 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 recommends you have this service action completed on your vehicle to experience the benefits and features enabled by the FordPassTM App. The vehicle owner is responsible for scheduling the work to be completed. Once your vehicle has been upgraded with the 4G upgrade kit, use the FordPassTM App to access complimentary remote features like start/stop, get important vehicle information like fuel and oil levels, service history and warranty details at your fingertips. You can receive information about Recalls and Customer Satisfaction Programs through our FordPassTM App as well. The app can be downloaded through the App Store or Google Play. 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: 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 ATTACHMENT VI PAGE 1 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – MKZ / MKZ HYBRID Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029LL ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 7 PET Tape 1 ATTACHMENT VI PAGE 2 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Clean the mounting bracket and apply loop strip. See Figure 1. a. Clean the TCU mounting bracket inside the vehicle first with a clean lint free rag. b. Clean the area that will be covered by the loop strips with supplied alcohol prep wipe. c. Remove the adhesive backing and apply the loop strips to the mounting bracket in the vehicle in the shown locations. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029MM FRONT OF VEHICLE LOOP STRIPS FIGURE 1 ATTACHMENT VI PAGE 3 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 2 3. TCU Preparation. See Figure 2. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry for 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT VI PAGE 4 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 5. Remove the Left Hand (LH) side trim of the parcel shelf. Follow the WSM procedures in Section 501-05. NOTE: Do not remove the parcel shelf. It is only necessary to remove the LH trim and raise the LH side of the parcel shelf. See Figure 4. 2029OO FRONT OF VEHICLE LH SIDE OF PARCEL SHELF FIGURE 4 4. Install the 4G TCU. See Figure 3. a. Orient with electrical connection to the rear of the vehicle. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock™ into the loop. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029NN FRONT OF VEHICLE 4G TCU FIGURE 3 ATTACHMENT VI PAGE 5 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 6. Install the supplied PET tape on the underside of the parcel shelf and centered between the center and LH child seat anchor covers. See Figure 5. a. Rub PET tape into the surface working out any air bubbles visible through the tape. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029PP FRONT OF VEHICLE CENTER CHILD SEAT ANCHOR COVERS PET TAPE LH CHILD SEAT ANCHOR COVERS FIGURE 5 ATTACHMENT VI PAGE 6 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 7. Install the new 4G antenna. See Figure 6. a. Remove the antenna adhesive backing. b. Install the antenna onto previously installed pet tape with cable facing vehicle LH. c. With firm evenly applied thumb pressure from center outward, work out air bubbles to make sure good adherence of the antenna. d. Remove the cable strain-relief adhesive backing and attach and press on to the pet tape. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029QQ FRONT OF VEHICLE 4G ANTENNA INSTALLED PET TAPE FIGURE 6 ATTACHMENT VI PAGE 7 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029RR FRONT OF VEHICLE 4G TCU ELECTRICAL CONNECTOR COXIAL EXTENSION CABLE FIGURE 7 8. Connect the 4G electrical connector and the coaxial extension cable. Route the coaxial extension cable behind the wiring harness and upwards towards the rear windshield. See Figure 7. 2029SS FRONT OF VEHICLE COAX EXTENSION CABLE FIGURE 8 9. Route the coaxial extension cable through the opening on the body into the vehicle. See Figure 8. ATTACHMENT VI PAGE 8 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029TT FRONT OF VEHICLE COAXIAL EXTENSION CABLE FOAM PAD LH SEATBELT FIGURE 9 10. Route the coaxial extension cable under the foam pad located behind the LH seatbelt and towards the center of the vehicle. See Figure 9. ATTACHMENT VI PAGE 9 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029UU FRONT OF VEHICLE 4G ANTENNA COAX CABLE EXTENSION FIGURE 10 11. Connect the coax cable extension and the 4G antenna. See Figure 10. 12. Reinstall the parcel shelf and the LH side trim. Follow the WSM procedures in Section 501-05. 13. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. ATTACHMENT VI PAGE 10 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 14. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure success. 15. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. ATTACHMENT IV PAGE 1 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – C-MAX Kit contents STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029A 3 4 5 ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 FIGURE 1 ATTACHMENT IV PAGE 2 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Remove the Left Hand (LH) D-pillar trim panel and slide it down the seatbelt. Follow the WSM procedures in Section 501-05. NOTE: It is not necessary to remove the seatbelt from the D-pillar or the seatbelt anchor bolt. 3. Using a clean lint free shop rag, clean any grime, grease, dust or dirt from the interior of the D-pillar trim panel shown. See Figure 2. STUD FOR MISSING NUT STUD FOR MISSING NUT 2029C FRONT OF VEHICLE LH D-PILLAR TRIM PANEL CLEAN THE HIGHLIGHTED SURFACE USING A CLEAN LINT FREE SHOP RAG FIGURE 2 ATTACHMENT IV PAGE 3 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 4. Using the kit supplied alcohol prep wipe, clean the interior of the D-pillar trim panel shown and allow the alcohol to dry for 30 seconds. See Figure 3. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029FFF FRONT OF VEHICLE D-PILLAR TRIM PANEL CLEAN THE HIGHLIGHTED AREA USING THE ALCOHOL PREP WIPE FIGURE 3 5. Install the new 4G antenna. See Figure 4. a. Remove the cable strain-relief adhesive backing. b. Align the antenna’s cable strain-relief with the corners touching the edges of the D-pillar trim panel and apply firm pressure. c. Remove the antenna adhesive backing. d. Apply antenna to the D-pillar surface. e. With firm evenly applied thumb pressure from far end towards strain relief to work out air bubbles and ensure good adherence. NOTE: It is acceptable for the antenna to follow the curvature of the D-pillar trim panel. 2029E LH D-PILAR TRIM PANEL 4G ANTENNA CABLE STRAIN RELIEF ALIGN CABLE STRAIN RELIEF TO CORNER FIGURE 4 ATTACHMENT IV PAGE 4 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029GGG FRONT OF VEHICLE LH D-PILLAR LH C-PILLAR x 6 FIGURE 5 6. Install the LH D-pillar trim panel with the antenna wire routing as shown. Follow the WSM procedures in Section 501-05. 7. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto the sheet metal of the vehicle. See Figure 5. Remove the TCU from the vehicle and place it on a bench metal side up. ATTACHMENT IV PAGE 5 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 6 8. TCU Preparation. See Figure 6. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry for 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to make sure proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT IV PAGE 6 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029H FRONT OF VEHICLE LOOP STRIP MARKED LOCATIONS CLEAN AREA 1ST WITH A CLEAN LINT FREE RAG, 2ND WITH ALCOHOL WIPE FIGURE 7 9. Clean the surface and apply loop strip. See Figure 7. a. Clean the area marked inside the vehicle first with a clean lint free rag. b. Clean the marked area with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the adhesive backing of one loop strip and apply it to the vehicle inside the marked location towards the front of the vehicle. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure proper adhesion. ATTACHMENT IV PAGE 7 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029I FRONT OF VEHICLE WIRE HARNESS PUSH PIN LOOP STRIP PORTION CUT IN HALF COROPLAST TAPE FIGURE 8 10. Apply remaining two-halves of soft loop strip. See Figure 8. a. Cut the remaining loop strip in half. b. Remove the adhesive backing. c. Apply both halves to the vehicle in the marked locations. d. Position towards the rear of the vehicle and on either side of the wire harness push pin retainer. e. Fully work out the air bubbles underneath the strips to make sure proper adhesion. f. Apply coroplast tape to the section of wire between the wire harness push pins. ATTACHMENT IV PAGE 8 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029J FRONT OF VEHICLE 4G TCU FIGURE 9 11. Install the 4G TCU. See Figure 9. a. Orient with electrical connection at bottom. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock™ into the loop. ATTACHMENT IV PAGE 9 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029K FRONT OF VEHICLE ELECTRICAL CONNECTOR 4G TCU FIGURE 10 12. Connect the electrical connector into the 4G TCU. See Figure 10. ATTACHMENT IV PAGE 10 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029L 4G TCU NVH MATERIAL WIRING HARNESS COAXIAL EXTENSION CABLE ANTENNA COAXIAL CABLE FIGURE 11 13. Connect and route the coax extension cable. See Figure 11. a. Connect the coax extension cable to the antenna. b. Route the coax extension cable behind the wiring harness and NVH material. c. Connect the coax extension cable to the 4G TCU. 14. Install the LH loadspace trim panel. Follow the WSM procedures in Section 501-05. 15. Finish the PMI process using IDS that is connected to the Internet. NOTE: For 2017 C-MAX only – Check for Instrument Panel Cluster (IPC) software update availability and r eprogram if an update is available. NOTE: Turning off Valet mode is no longer required. 16. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure success. ATTACHMENT IV PAGE 11 OF 11 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 17. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. ATTACHMENT VIII PAGE 1 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – Continental Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029M ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 ATTACHMENT VIII PAGE 2 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. NOTE: Be cautious of the wiring behind the D-pillar trim panel. See Figure 1. PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029FFFF WIRING BEHIND D-PILLAR TRIM PANEL FIGURE 1 2. Remove the parcel shelf. Follow the WSM procedure in Section 501-05. ATTACHMENT VIII PAGE 3 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 3. Install the new 4G antenna. See Figure 2. a. Clean the area on the parcel shelf first with a clean lint free rag in the highlighted area (larger than installation). b. Clean the area on the parcel shelf with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the antenna adhesive backing. d. Apply antenna to the parcel self as shown below. e. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure of good adherence of the antenna. f. Remove the cable strain-relief adhesive backing. g. Align the antenna’s cable strain-relief in the position shown below and apply firm pressure. STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029MMM 4G ANTENNA CABLE STRAIN RELIEF CLEAN AREA LARGER THAN NEEDED 1ST WITH A CLEAN LINT FREE RAG, 2ND WITH ALCHOL WIPE FIGURE 2 ATTACHMENT VIII PAGE 4 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 4. Route the coaxial extension cable from the center of the parcel shelf area through the hole in the LH side of the parcel shelf area into the loadspace of the vehicle. See Figure 3. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029NNN FRONT OF FRONT OF VEHICLE VEHICLE CABLE IN LOADSPACE CABLE IN PARCEL SHELF AREA FIGURE 3 5. Install the parcel shelf. Follow the WSM procedures in Section 501-05. NOTE: Connect the 4G antenna to the coaxial extension cable during parcel shelf install. See Figure 4. STUD FOR MISSING NUT STUD FOR 2029OOO 4G ANTENNA COAXIAL EXTENSION CABLE FIGURE 4 ATTACHMENT VIII PAGE 5 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 6. Remove the TCU mounting bracket studs. See Figure 5. • Using a pair of pliers, rotate each stud one quarter of a turn. • Remove and discard all four studs. NOTE: Bracket shown out of vehicle for clarity. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029JJJ TCU MOUNTING BRACKET STUDS x4 FIGURE 5 7. Clean the mounting bracket and apply loop strips. See Figure 6. a. Clean the mounting bracket inside the vehicle first with a clean lint free rag. b. Clean the mounting bracket with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the adhesive backing of the loop strips and apply it to the mounting bracket over the stud holes. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. 2029KKK LOOP STRIPS FIGURE 6 ATTACHMENT VIII PAGE 6 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 7 8. TCU Preparation. See Figure 7. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow to module to dry for 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to make sure of proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT VIII PAGE 7 OF 7 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 10. Install the LH loadspace trim panel. Follow the WSM procedures in Section 501-05. 11. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. 12. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure of success. 13. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. 9. Install the 4G TCU. See Figure 8. a. Orient with electrical connection to the left. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock™ into the loop. c. Connect the electrical connector. d. Connect the coaxial extension cable to the 4G TCU. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029LLL 4G TCU COXIAL EXTENSION CABLE ELECTRICAL CONNECTOR FIGURE 8 ATTACHMENT V PAGE 1 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 Certain 2014-2020 Model Year Multiple Vehicle Lines — 3G Telematics Control Unit to 4G Upgrade Kit SERVICE PROCEDURE – FOCUS Battery Electric Vehicle (BEV) Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029EEEE ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 ATTACHMENT V PAGE 2 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Reroute the TCU electrical connector. See Figure 1. a. Disconnect the wire harness push pin. b. Route the TCU electrical connector behind the wiring harness so it routes out the top. c. Reconnect the wire harness push pin. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029N FRONT OF VEHICLE DISCONNECT PUSH PIN ORIGINAL TCU CONNECTOR POSITION CONNECT PUSH PIN REPOSITIONED TCU CONNECTOR FIGURE 1 ATTACHMENT V PAGE 3 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 4. Clean the highlighted area. See Figure 3. a. Using a clean lint free shop rag, remove any dirt or dust. b. Clean the highlighted area with the supplied alcohol prep wipe. c. Allow a 30 second dry time. 2029P CLEAN AREA 1ST WITH A CLEAN LINT FREE SHOP RAG, 2ND WITH ALCOHOL WIPE LH C-PILLAR FIGURE 3 3. Fold back the Left Hand (LH) C-pillar foam pad and secure it with a piece of tape. See Figure 2. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029O LH C-PILLAR FOAM PAD SECURE WITH TAPE FIGURE 2 ATTACHMENT V PAGE 4 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 5. Install the new 4G antenna. See Figure 4. a. Remove the antenna adhesive backing. b. Apply antenna to the LH C-pillar surface. e. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure of good adherence of the antenna. c. Remove the cable strain-relief adhesive backing. d. Align the antenna’s cable strain-relief to the location show on the LH C-pillar trim panel. NOTE: It is acceptable for the antenna to follow the curvature of the LH C-pillar trim panel. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 4G ANTENNA 2029R CABLE STRAIN RELIEF FIGURE 4 6. Remove the tape and position back the LH C-pillar foam pad. See Figure 5. 2029S LH C-PILLAR FOAM PAD FIGURE 5 ATTACHMENT V PAGE 5 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029U TAPE LH C-PILLAR LH LOADSPACE TRIM FIGURE 6 7. On a work surface, connect the LH C-pillar to the LH loadspace trim panel. Route the antenna coaxial cable as shown down to the loadspace trim and secure using a piece of tape. See Figure 6. ATTACHMENT V PAGE 6 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029V FRONT OF VEHICLE 4G TCU FIGURE 7 8. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto the sheet metal of the vehicle. See Figure 7. Remove the TCU from the vehicle and place it on a bench metal side up. ATTACHMENT V PAGE 7 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 8 9. TCU Preparation. See Figure 8. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to make sure of proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT V PAGE 8 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029W FRONT OF VEHICLE LOOP STRIP FIGURE 9 10. Clean the surface and apply loop strip. See Figure 9. a. Clean the area marked inside the vehicle first with a clean lint free rag. b. Clean the marked area with supplied alcohol prep wipe. c. Remove the adhesive backing of the loop strips and apply it to the vehicle inside the marked location towards the front of the vehicle. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. ATTACHMENT V PAGE 9 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029X FRONT OF VEHICLE 4G TCU FIGURE 10 11. Install the 4G TCU. See Figure 10. a. Orient with electrical connection at bottom. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock™ into the loop. ATTACHMENT V PAGE 10 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029Y FRONT OF VEHICLE ELECTRICAL CONNECTOR 4G TCU FIGURE 11 12. Connect the electrical connector. See Figure 11. ATTACHMENT V PAGE 11 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029Z FRONT OF VEHICLE COAXIAL EXTENSION CABLE 4G TCU FIGURE 12 13. Connect the coaxial extension cable to the 4G TCU. See Figure 12. ATTACHMENT V PAGE 12 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029AA FRONT OF VEHICLE COAXIAL EXTENSION CABLE FIGURE 13 14. Route the coaxial extension cable along the body wiring harness until you reach the seat belt. Pass the coax cable extension behind the body wiring harness. See Figure 13. 2029BB FRONT OF VEHICLE LOADSPACE TRIM PANEL UPPER C-PILAR FIGURE 14 15. Connect the coaxial extension cable to the antenna then install the loadspace trim and the upper C-pillar trim panel as an assembly. See Figure 14. ATTACHMENT V PAGE 13 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 16. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. 17. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure of success. 18. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. ATTACHMENT III PAGE 1 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – FUSION ENERGI Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029DDDD ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 7 PET Tape 1 ATTACHMENT III PAGE 2 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Remove and discard the two foam blocks and white plastic inserts. See Figure 1. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029VV FRONT OF VEHICLE FOAM BLOCKS WHITE PLASTIC INSERTS FIGURE 1 3. Clean the area. See Figure 2. a. Using a clean lint free shop rag, remove any dirt or dust. b. Clean the area with the supplied alcohol prep wipe. c. Allow a 30 second dry time. 2029XX FRONT OF VEHICLE CLEAN AREA 1ST WITH A CLEAN LINT FREE SHOP RAG, 2ND WITH ALCOHOL WIPE. FIGURE 2 ATTACHMENT III PAGE 3 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029YY FIGURE 3 4. Temporarily place the 4G TCU in the position shown to the vehicle left with non-connector side against sheet metal. Using a marker, mark the edges of the TCU onto the sheet metal of the vehicle. See Figure 3. Remove the TCU from the vehicle and place it on a bench metal side up. 2029ZZ FRONT OF VEHICLE LOOP SIDE OF THE DUAL LOCK FIGURE 4 5. Apply the loop strips. See Figure 4. a. Remove the adhesive backing and apply the loop strips to the vehicle within the marked locations. b. Fully work out the air bubbles with a circular rubbing motion to ensure proper adhesion. ATTACHMENT III PAGE 4 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 5 6. TCU Preparation. See Figure 5. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry for 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to make sure proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT III PAGE 5 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029AAA FRONT OF VEHICLE 4G TCU COAXIAL EXTENSION CABLE ELECTRICAL CONNECTOR FIGURE 6 7. Install the 4G TCU. See Figure 6. a. Orient with electrical connection towards the RH side of the vehicle. b. Position the 4G TCU with the marks made in Step 4 c. Make sure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock™ into the loop. d. Connect the electrical connector and coaxial extension cable to the 4G TCU. 2029BBB FRONT OF VEHICLE COAXIAL EXTENSION CABLE FIGURE 7 8. Route the coaxial extension cable around the speaker and toward the center of the parcel shelf. See Figure 7. ATTACHMENT III PAGE 6 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029CCC FIGURE 8 9. Place the parcel shelf on a work bench. Fold back the foam pad. See Figure 8. ATTACHMENT III PAGE 7 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029DDD CENTER CHILD SEAT ANCHOR COVER PET TAPE LH CHILD SEAT ANCHOR COVER FIGURE 9 10. Remove the adhesive backing on the PET tape strip and apply tape between the center and left hand child seat anchor covers. See Figure 9. a. Rub PET tape into the surface working out any air bubbles visible through the tape. ATTACHMENT III PAGE 8 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029EEE PET TAPE 4G ANTENNA LH CHILD SEAT ANCHOR COVER CENTER CHILD SEAT ANCHOR COVER CABLE STRAIN RELIEF FIGURE 10 11. Install the new 4G antenna. See Figure 10. a. Remove the antenna adhesive backing. b. Align the 4G antenna on the pet tape as close as you can to the left hand child seat anchor and the cable strain relief facing towards the center. c. With firm evenly applied thumb pressure from center outward, work out air bubbles to make sure of good adherence on the antenna. d. Remove the cable strain-relief adhesive backing and attach and press on to the PET tape as shown. ATTACHMENT III PAGE 9 OF 9 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 13. Install the parcel shelf. Follow the WSM procedures in Section 501-05. • Connect the antenna to the coaxial extension cable during parcel shelf installation. 14. Finish the PMI process using IDS that is connected to the internet. NOTE: Turning off Valet mode is no longer required. 15. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure success. 16. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029III FIGURE 11 12. Position back the foam pad on the parcel shelf. See Figure 11. ATTACHMENT VII PAGE 1 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – MKC Kit contents STUD FOR MISSING NUT STUD FOR STUD FOR MISSING NUT 2029M ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 2 4 Coaxial Extension Cable 1 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 ATTACHMENT VII PAGE 2 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. 2. Position up the defrost vent trim panel. Follow the WSM procedure in Section 501-12. NOTE: Do not remove the defrost vent trim panel from the vehicle, only disengage it from the instrument panel. 3. Remove the glove compartment. Follow the WSM procedure in section 501-12. 4. Remove the lower Left Hand (LH) side instrument panel insulator. See Figure 1. • Disconnect the electrical connector. 2029PPP x2 FIGURE 1 ATTACHMENT VII PAGE 3 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 5. Align, measure and mark the bracket location on the new 4G TCU module. See Figure 2. a. Place the mounting bracket on the back of the new 4G TCU module. b. Measure 3/16 in (4.76 mm) from the bottom LH corner of the 4G TCU module to the inside portion of the mounting bracket. c. Measure 1/4 in (6.35 mm) from the top of the 4G TCU module to the top edge of the mounting bracket. d. Mark the two edges of the mounting bracket as shown. STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029QQQ 1/4 IN (6.35 MM) 3/16 IN (4.76 MM) 4G TCU TCU MOUNTING BRACKET FIGURE 2 ATTACHMENT VII PAGE 4 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029RRR DO NOT COVER THE HEAT SINKS 1 1/2 IN (38 MM) STRIP OF DUAL LOCK™ (ROUGH) DUAL LOCK™ 1 1/2 IN (38 MM) (ROUGH) FIGURE 3 6. TCU Preparation. See Figure 3. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry for 30 seconds. b. Measure and cut 1 1/2 in (38 mm) length off of one Dual Lock™ strip (rough). c. Remove the adhesive backing of the Dual Lock™ strips (rough). d. Apply the 1 1/2 in (38 mm) portion of the Dual Lock™ by aligning to the mark made above the heat sink. e. Apply the remainder of the cut Dual Lock™ off set but at the same angle as not to pass over top of the heat sink. f. Apply the full Dual Lock™ strip by aligning it to the edge of the lower left plastic tab and then along the horizontal marks made. g. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure of proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT VII PAGE 5 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029SSS TCU MOUNTING BRACKET TCU MOUNTING BRACKET LOOP STRIPS FIGURE 4 7. Clean the mounting bracket and apply loop strips. See Figure 4. a. Clean the mounting bracket first with a clean lint free rag. b. Clean the mounting bracket with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the adhesive backing of the loop strips and apply it to the mounting bracket over the stud holes. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. 8. Install the 4G TCU: See Figure 5. a. Orient with electrical connection at bottom. b. Make sure Dual Lock™ and loop are fully seated by firmly pressing the bracket to the back of the module with a slight rotation to engage Dual Lock™ into the loop. 2029TTT ELECTRICAL CONNECTION FIGURE 5 ATTACHMENT VII PAGE 6 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 9. Install the new 4G Antenna: See Figures 6 and 7. a. Clean the highlighted area of the defrost vent trim panel first with a clean lint free rag. b. Clean the highlighted area using the supplied alcohol prep wipe. c. Remove the adhesive backing on the 4G antenna. d. Press the 4G antenna to the defrost vent trim panel in the locations shown. e. With firm evenly applied thumb pressure from center outward, work out air bubbles to make sure of good adherence of the antenna while supporting the topside of the defrost vent trim panel. f. Remove the adhesive backing of the cable strain relief and press it onto the defrost cent trim panel as shown. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029UUU CLEAN AREA 1ST WITH A CLEAN LINT FREE RAG, 2ND WITH ALCOHOL WIPE FIGURE 6 2029VVV CABLE STRAIN 4G ANTENNA RELIEF FIGURE 7 ATTACHMENT VII PAGE 7 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 10. Route the coaxial extension cable. See Figures 8 and 9. a. Connect the coaxial extension cable to the 4G antenna. b. Route the coaxial extension cable down the right side of the instrument panel to the glove box area. c. Continue to route the coaxial extension cable across the top of the glove box area towards the center of the instrument panel. d. Route the coaxial extension cable over the instrument panel brace. e. Route the coaxial extension cable down through the instrument panel towards he center console. f. Route the coaxial extension cable towards the 4G TCU area. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029WWW FRONT OF VEHICLE COAXIAL EXTENSION CABLE a FIGURE 8 ATTACHMENT VII PAGE 8 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029XXX COAXIAL EXTENSION CABLE FIGURE 9 ATTACHMENT VII PAGE 9 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 11. Install the 4G TCU and mounting bracket assembly. See Figure 10. a. Install the 4G TCU mounting bracket and the two bolts. • Torque: 30 lb.ft (40 Nm) b. Connect the TCU coaxial extension cable. c. Connect the TCU electrical connector. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029YYY x2 ELECTRICAL 4G TCU CONNECTOR COAXIAL EXTENSION CABLE FRONT OF VEHICLE MOUNTING BRACKET BOLT FIGURE 10 12. Install the glove compartment. Follow the WSM procedure in section 501-12. 13. Position back the defrost vent trim panel. Follow the WSM procedure in Section 501-12. ATTACHMENT VII PAGE 10 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 14. Install the lower LH side instrument panel insulator. See Figure 11. • Connect the electrical connector. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029PPP x2 FIGURE 11 ATTACHMENT VII PAGE 11 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 15. Position back the carpet. See Figure 12. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029ZZZ FIGURE 12 16. Install the RH finish panel. See Figure 13. x14 2029AAAA FIGURE 13 ATTACHMENT VII PAGE 12 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 17. Install the RH trim panel. See Figure 14. x4 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029BBBB FIGURE 14 18. Close the floor console stowage bin lid. See Figure 15. 2029CCCC FIGURE 15 ATTACHMENT VII PAGE 13 OF 13 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 18. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. 19. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure of success. 20. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information. ATTACHMENT IX PAGE 1 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT SERVICE PROCEDURE – MKX Kit contents STUD FOR MISSING NUT STUD FOR MISSING NUT 2029A 3 4 5 ITEM DESCRIPTION QUANTITY 1 Dual Lock™ (Rough) 1 2 Loop Side (Soft) 1 3 Alcohol Prep Wipe 1 4 Coaxial Extension Cable 2 5 4G Antenna 1 6 4G Telematics Control Unit (TCU) 1 ATTACHMENT IX PAGE 2 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 NOTE: The PMI process must begin with the current 3G TCU installed. This step CANNOT be done with manual entry of As-Built Data as part of the repair. 1. Follow the Workshop Manual (WSM) procedures in Section 415-00B which includes the PMI process and then the removal of the Telematics Control Unit Module (TCU). • Use IDS version 128 or higher. • Requires IDS to be connected to the Internet which is unique to this procedure. NOTE: Remove the Right Hand (RH) rear seat only. 2. Fold back the Right Hand (RH) loadspace trim panel NVH material and secure it with pieces of tape. See Figure 1. STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029CC RH LOADSPACE TRIM PANEL SECURE WITH TAPE RH LOADSPACE TRIM PANEL FOAM FIGURE 1 ATTACHMENT IX PAGE 3 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 3. Using a clean lint free shop rag, clean any grime, grease, dust or dirt from the interior of the RH loadspace trim panel shown. See Figure 2. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029DD CLEAN AREA WITH A CLEAN LINT FREE RAG FIGURE 2 4. Using the kit supplied alcohol prep wipe, clean the interior of the loadspace trim panel shown and allow the alcohol to dry for 30 seconds. See Figure 3. STUD FOR MISSING NUT STUD FOR MISSING NUT 2029EE CLEAN HIGHLIGHTED AREA WITH SUPPLIED ALCOHOL PREP FIGURE 3 ATTACHMENT IX PAGE 4 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 6. Remove the tape and position back the RH loadpsace trim panel foam pad. See Figure 5. 2029GG RH LOADSPACE TRIM PANEL FOAM FIGURE 5 5. Install the new 4G antenna. See Figure 4. a. Remove the antenna adhesive backing. b. Apply antenna to the RH loadspace trim panel surface. c. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure of good adherence of the antenna. d. Remove the cable strain-relief adhesive backing. e. Align the antenna’s cable strain-relief and firmly press in place to the RH loadspace trim panel. NOTE: It is acceptable for the antenna to follow the curvature of the RH loadspace trim panel. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029FF 4G ANTENNA FIGURE 4 ATTACHMENT IX PAGE 5 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029HH FRONT OF VEHICLE 4G TCU FIGURE 6 7. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto the sheet metal of the vehicle. See Figure 6. Remove the TCU from the vehicle and place it on a bench metal side up. ATTACHMENT IX PAGE 6 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029G DO NOT COVER THE HEAT SINKS DUAL LOCK™ (ROUGH) FIGURE 7 8. TCU Preparation. See Figure 7. a. Using a kit supplied alcohol prep wipe, clean the metal surface of the 4G TCU module and allow the module to dry 30 seconds. b. Remove the adhesive backing of the Dual Lock™ strips (rough). c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and edge of the strips to the edges of the TCU. d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to make sure of proper adhesion. NOTE: Do not cover the heat sinks on the back of the 4G TCU module. ATTACHMENT IX PAGE 7 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029II FRONT OF VEHICLE CLEAN AREA 1ST LOOP STRIP WITH A CLEAN LINT FREE RAG, 2ND WITH ALCOHOL WIPE FIGURE 8 9. Clean the surface and apply loop strip. See Figure 8. a. Clean the area marked inside the vehicle first with a clean lint free rag. b. Clean the marked area with supplied alcohol prep wipe and allow a 30 second dry time. c. Remove the adhesive backing of the loop strip and apply it to the vehicle inside the marked location towards the front of the vehicle. d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to make sure of proper adhesion. ATTACHMENT IX PAGE 8 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029JJ 4G TCU ELECTRICAL CONNECTOR COAXIAL EXTENSION CABLE FRONT OF VEHICLE FIGURE 9 10. Install the 4G TCU. See Figure 9. a. Orient with electrical connection to the front of the vehicle. b. Position the 4G TCU with the marks made in Step 7. c. Make sure Dual Lock and loop are fully seated by firmly pressing module in place with a slight rotation to engage Dual Lock into the loop. d. Connect the coax cable extension. e. Connect the electrical connector. ATTACHMENT IX PAGE 9 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 2029KK FRONT OF VEHICLE RH LOADSPACE TRIM PANEL COAXIAL EXTENSION CABLE ANTENNA COAXIAL CABLE FIGURE 10 11. Connect the antenna coax cable to the coax cable extension and route as shown. See Figure 10. 12. Install the RH loadspace trim panel. Follow the WSM procedures in Section 501-05. 13. Finish the PMI process using IDS that is connected to the Internet. NOTE: Turning off Valet mode is no longer required. 14. Vehicle is now ready for the customer to connect their phone using the appropriate app (FordPass or Lincoln Way). • Have the Customers do this step at the dealership to make sure of success. ATTACHMENT IX PAGE 10 OF 10 CUSTOMER SATISFACTION PROGRAM 21B09-S2 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 04/2023 15. Additional Customer Owner Instructions For App are available in PTS/FMC Dealer as separate attachments to this bulletin. • Have Customer Activate Vehicle following the app instructions. • Select Allow on vehicle display screen pop-up. IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information.  Copyright 2023 Ford Motor Company Customer Satisfaction Program 21B09 Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit Subject: Acknowledgement Form for Focus BEV, Fusion Energi, or C-Max Energi customers Dear Valued Customer: For those who use or depend on the Value Charge Times (“Charge later”) function, please see the important information below. Value Charge Time: Value Charge allows you to set your vehicle to charge when the electricity rates are at their lowest. You can create a Value Charge Profile at any location at which you’ve previously charged, such as home, work, or school. Be aware of the possible undesired system conditions with Value Charge Times following the installation of the 3G-to-4G upgrade kit: • Vehicle may charge outside of the selected charging windows in these instances: o Customer modifies the weekend value charge times from the vehicles SYNC system o Customer creates two value charging windows from the Ford Pass mobile app • If the customer creates two value charging windows from the Ford Pass mobile app, the window with the longer amount of time will be prioritized as the lowest cost window. Customers who set-up and rely on Value Charge Times (also referred to as “Charge later”) should take the above information into consideration before they decide to have this 3G-to-4G upgrade performed. Prior to installation of the 3G-to-4G upgrade kit under program 21B09 on a Focus BEV, Fusion Energi, or C-Max Energi, this acknowledgement form is to be signed by the customer. Continued on Next Page  Copyright 2023 Ford Motor Company Acknowledgement: By providing my signature and date below, I understand and agree to the following: • With respect to my vehicle, the vehicle identification number (VIN) of which is indicated below, I am knowingly accepting the potential conditions with Value Charge Times after the 3G-to-4G upgrade is performed. • I affirmatively acknowledge that any conditions of Value Charge Times after the 3G-to-4G upgrade is performed will not constitute a warranty defect with respect to my vehicle. • All questions I have about the potential conditions with Value Charge Times that may result after the 3G-to-4G upgrade is performed have been answered by Ford and/or my dealer. _________________________ __________________________ Customer Signature Date _________________________ __________________________ VIN Number (must be legible and Vehicle Line / Model Year confirmed by Dealer) __________________________ __________________________ Dealer Representative (printed) Dealer P&A Code:

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