Customer Satisfaction Program 21B36 – Software Calibration Update – 2021 Ford Mustang Mach-E

SEOCONTENT-START

© Copyright 2021 Ford Motor Company David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division June 14, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B36 Certain 2021 Model Year Mustang Mach-E Phone as a Key Software Update REF: Customer Satisfaction Program 21B02 Certain 2021 Model Year Mustang Mach-E Vehicles Software Calibration Update PROGRAM TERMS This program will be in effect from June 14, 2021 to June 30, 2022. There is no mileage limit for this program. URGENCY / EXPIRATION DATE This Customer Satisfaction Program has an expiration date of June 30, 2022. FSA VIN Lists are expected to be available on July 7, 2021. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2021 Cuautitlan September 23, 2020 through April 21, 2021 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM Some 2021 Mustang Mach-E vehicles may exhibit Bluetooth disconnection when the customer is using Phone as a Key to unlock or start their vehicle. The customer can still unlock and/or start their vehicle using the key FOB. The customer can also unlock their vehicle using FordPass or the keypad code on the door, and they can start their vehicle using the Back Up Start passcode feature, if configured. SERVICE ACTION Before delivering any new in-stock vehicles involved in this program, dealers are to update the Paak Software RFA Module. This service must be performed on all affected vehicles at no charge to the vehicle owner. Dealers are encouraged to offer Mobile Service or Pick Up and Delivery whenever possible (see Labor Allowance section). Some of the affected vehicle may have 21B02 Mach-E Software Calibration update still open. Please check OASIS to see if 21B02 is open on 21B36 affected vehicles and complete both programs at the same time, either in dealership or Mobile Repair. © Copyright 2021 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of June 21, 2021. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Attachment IV Mobile Repair/Pick-up and Delivery Record Owner Notification Letter QUESTIONS & ASSISTANCE For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, David J. Johnson © Copyright 2021 Ford Motor Company ATTACHMENT I Page 1 of 3 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B36 Certain 2021 Model Year Mustang Mach-E – Phone as a Key Software Update Mobile Repair Recommendations • Confirm with customer a Mobile Repair is feasible. • Check OASIS prior to going to the customer’s home or business to confirm if any other outstanding FSA needs to be completed i.e., 21B02. • Transportation – due to the simplicity of this software update, a specialty vehicle is not required. Mobile Repair Additional Information Please ensure the technician brings the following to the Mobile Repair destination: • Printed Technical Instructions (for all outstanding FSA’s). • Printed Repair/Work Order or any other necessary documentation as customer copy(s) o Documents could also be emailed to the customer. • Hotspot and battery charger will be required to perform all software updates. • Charged cell phone, and laptop (FDRS). • Shirt/uniform and vehicle graphic with dealership or Ford logos are recommended. Mobile Repair Questions and Assistance • For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC contact ID#. • Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621. OASIS ACTIVATION OASIS will be activated on June 14,2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on June 14, 2021. Owner names and addresses will be available by July 9, 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. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 2 of 3 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B36 Certain 2021 Model Year Mustang Mach-E – Phone as a Key Software Update SOLD VEHICLES • Owners of affected vehicles will be directed to dealers for repairs. • Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date. • Correct other affected vehicles identified in OASIS which are brought to your dealership. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Correct all affected units in your new vehicle inventory before delivery. • Use OASIS to identify any affected vehicles in your used vehicle inventory. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged vehicles are eligible for this service action. NON-TRADITIONAL REPAIR APPROACHES • MOBILE REPAIRS: Mobile repairs are approved and encouraged for this action. By offering mobile repair services, dealers can: o Increase customer base by reaching customers that may otherwise not do business with the dealership. o Improve customer satisfaction by offering a more convenient and timely service solution. o Free up service department space to accommodate retail work. o Conveniently service affected fleets. o Dealers are eligible to claim one-half labor hour to cover costs associated with completing a mobile repair. o Dealers must retain a Mobile Repair Record with the repair order documentation. Refer to the Claims Preparation and Submission section and Attachment IV for details. o Dealers are encouraged to combine multiple repairs on the same trip for efficiencies. • VEHICLE PICK-UP AND DELIVERY o Dealers are authorized to claim one-half labor hour for vehicle pick-up and delivery services. o Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation. Refer to the Claims Preparation and Submission section and Attachment IV for details. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 3 of 3 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B36 Certain 2021 Model Year Mustang Mach-E – Phone as a Key Software Update 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 • 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 21B36 is the sub code. ▪ Customer Concern Code (CCC): A93 ▪ Condition Code (CC): 42 ▪ Causal Part Number: 14G617 ▪ 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. © Copyright 2021 Ford Motor Company ATTACHMENT II Page 1 of 1 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B36 Certain 2021 Model Year Mustang Mach-E – Phone as a Key Software Update LABOR ALLOWANCES Description Labor Operation Labor Time PaaK – RFA Software Update NOTE: This allowance accounts for disconnecting and reconnecting the 12V battery for 15 minutes if necessary. 21B36B 0.6 Hours Mobile Repair or Vehicle Pick-up and Delivery Allowance – Claim with applicable repair labor operation, for all 21B36 reprograming repairs, and any other outstanding FSA repaired. NOTE: This allowance is for dealer-performed mobile repairs or vehicles pick-up/delivery for dealership repairs only. NOTE: 21B36MM can only be claimed once regardless of outstanding FSA’s repaired. 21B36MM 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. CERTAIN 2021 MODEL YEAR MACH-E — PAAK SOFTWARE UPDATE SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTC’s after programming. For DTC’s generated after programming, follow normal diagnostic service procedures. 1. Connect a battery charger to the 12V battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12 volt battery negative terminal to prevent the battery saver mode from activating on the vehicle. NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the VCM is properly connected to the DLC. 2. Log into Ford Diagnostic and Repair System (FDRS). NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete. 3. Click ‘Read VIN from Vehicle’ or manually enter the VIN. NOTE: Available modules are shown on the LH side of the screen, and available procedures are listed on the RH side of the screen. Modules that are communicating are highlighted in green. 4. Select Toolbox tab. 5. From the list on the LH side of the screen, select RFA. 6. From the list on the RH side of the screen, select RFA – Remote Function Actuator (RFA) Software Update. 7. Click RUN. Follow all on-screen instructions carefully. 8. From the list on the RH side of the screen, select Self-Test and click RUN. 9. Click the Run Selected Tests button in the lower right. 10. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 11. Disconnect the battery charger from the 12V battery once the programming has completed. NOTE: The vehicle may remain in park, or not enter ready to drive mode, with potential for a wrench light to be illuminated in the IPC after module programming has been completed. If any of these issues occur, disconnect the 12V battery for 15 minutes. Important Information for Module Programming NOTE: When programming a module, use the following basic checks to ensure programming completes without errors. Make sure the 12V battery is fully charged before carrying out the programming steps and connect FDRS/scan tool to a power source. NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software. Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during programming. A hardwired connection is strongly recommended. Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors. Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.). Follow all scan tool on-screen instructions carefully. Disable FDRS/scan tool sleep mode, screensaver, hibernation modes. Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process. Recovering a module when programming has resulted in a blank module a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection. c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle” and proceed through the Network Test. d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select “No” and continue through the installation application. e. Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order. CERTAIN 2021 MODEL YEAR MACH-E — PAAK SOFTWARE UPDATE SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTC’s after programming. For DTC’s generated after programming, follow normal diagnostic service procedures. 1. Connect a battery charger to the 12V battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12 volt battery negative terminal to prevent the battery saver mode from activating on the vehicle. NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the VCM is properly connected to the DLC. 2. Log into Ford Diagnostic and Repair System (FDRS). NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete. 3. Click ‘Read VIN from Vehicle’ or manually enter the VIN. NOTE: Available modules are shown on the LH side of the screen, and available procedures are listed on the RH side of the screen. Modules that are communicating are highlighted in green. 4. Select Toolbox tab. 5. From the list on the LH side of the screen, select RFA. 6. From the list on the RH side of the screen, select RFA – Remote Function Actuator (RFA) Software Update. 7. Click RUN. Follow all on-screen instructions carefully. 8. From the list on the RH side of the screen, select Self-Test and click RUN. 9. Click the Run Selected Tests button in the lower right. 10. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 11. Disconnect the battery charger from the 12V battery once the programming has completed. NOTE: The vehicle may remain in park, or not enter ready to drive mode, with potential for a wrench light to be illuminated in the IPC after module programming has been completed. If any of these issues occur, disconnect the 12V battery for 15 minutes. Important Information for Module Programming NOTE: When programming a module, use the following basic checks to ensure programming completes without errors. Make sure the 12V battery is fully charged before carrying out the programming steps and connect FDRS/scan tool to a power source. NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software. Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during programming. A hardwired connection is strongly recommended. Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors. Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.). Follow all scan tool on-screen instructions carefully. Disable FDRS/scan tool sleep mode, screensaver, hibernation modes. Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process. Recovering a module when programming has resulted in a blank module a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection. c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle” and proceed through the Network Test. d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select “No” and continue through the installation application. e. Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order. © Copyright 2021 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Junio, 2021 Programa de satisfacción del cliente 21B36 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Número de identificación del vehículo (VIN): 12345678901234567 El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar nuestro compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Su vehículo Mustang Mach-E 2021 podría exhibir una desconexión de Bluetooth al utilizar el teléfono como llave para abrir o arrancar el vehículo. Igualmente pude abrir y/o arrancar el vehículo con el control remoto de acceso. También puede abrir el vehículo con FordPass o con el código del teclado de la puerta. Otra opción es arrancar el vehículo con la función de contraseña de arranque de respaldo, si está configurada. ¿Cuál es el efecto? Esto se podría traducir en una incapacidad de abrir o de arrancar el vehículo con el software del teléfono como llave. ¿Qué medidas adoptarán Ford y su distribuidor? En beneficio de la satisfacción del cliente, la actualización del software del teléfono como llave estará disponible a través de una actualización OTA más adelante este año (2021). Para obtener más información sobre las actualizaciones OTA, consulte el Manual del propietario. Si está experimentando problemas con la función de teléfono como llave y no desea esperar por la opción de actualización OTA, programe una cita de servicio con el distribuidor local a fin de actualizar el software tan pronto como sea posible. Ford Motor Company ha autorizado a su distribuidor a actualizar el software del teléfono como llave sin costo alguno (piezas y mano de obra) conforme a los términos de este programa. Este Programa de satisfacción del cliente tendrá vigencia hasta el 30 de junio de 2022, sin importar el millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. Reparación móvil Ford ha autorizado a los distribuidores a llevar a cabo esta actualización, ya sea como una reparación móvil (reparación realizada donde se encuentre el vehículo) o mediante el servicio de recogida y devolución sin costo alguno (confirme disponibilidad con su distribuidor local). © Copyright 2021 Ford Motor Company • Reparación móvil dondequiera que se encuentre el vehículo • Servicio de recogida y devolución del vehículo ¿Cuánto tiempo tomará? La actualización del software tomará unos 30 minutos si se realiza a través de una reparación móvil en el lugar donde se encuentra el vehículo. Sin embargo, si la actualización del software se lleva a cabo en su distribuidor, este podría requerir que deje el vehículo por un período mayor debido a los requisitos necesarios para la programación de servicio. ¿Qué debe hacer? Si está experimentando problemas al utilizar el teléfono como llave, llame a su distribuidor a fin de programar una cita de servicio para realizar el Programa de Satisfacción del Cliente 21B36. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta. Si aún no tiene un distribuidor para realizar el servicio, puede acceder a owner.ford.com para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. Ford Motor Company le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos necesarios para llevar a cabo el trabajo. Ford Motor Company puede negar la cobertura en caso de que el vehículo hubiese sufrido daños por no haber realizado la acción de servicio de manera oportuna. Por lo tanto, le solicitamos que realice esta acción de servicio lo antes posible. COVID-19 (CORONAVIRUS) Los distribuidores Ford han implementado protocolos mejorados con el fin de asegurar tanto su seguridad como la de los empleados de los diferentes distribuidores. Esto incluye procedimientos específicos de limpieza y desinfección antes y después de realizar servicio en cada uno de los vehículos de nuestros clientes. En la mayoría de los lugares, la atención de vehículos se ha considerado un servicio esencial. Póngase en contacto con su distribuidor local para confirmar las horas de servicio actuales. Para obtener más información sobre cómo Ford y su distribuidor local están trabajando arduamente para mantenerlo en las calles durante estos tiempos difíciles, visite owner.ford.com. ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Este aviso lo recibió porque en nuestros archivos, basados principalmente en datos de registro y propiedad de los EE. UU., aparece usted como el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el gerente de servicio de su distribuidor para solicitar ayuda. PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea © Copyright 2021 Ford Motor Company comunicarse con nosotros a través de Internet, nuestra dirección es owner.ford.com Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a. m. a 8:00 p. m. (hora del este). PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Información a Clientes de flotas al 1-800-34- FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es fleet.ford.com. Los representantes atienden de lunes a viernes, de 8:00 a. m. a 8:00 p.m. (hora del este). Mejores prácticas del teléfono como llave para lograr una óptima experiencia Junto con esta actualización del software, aquí aparecen algunos consejos para optimizar la capacidad de que el vehículo detecte el teléfono como llave. • Siempre mantenga la aplicación FordPass abierta en segundo plano; es decir, si fuerza el cierre de la aplicación FordPass, asegúrese de volver a abrirla antes de intentar utilizar la función. • Asegúrese de que los permisos de ubicación de FordPass estén ajustados en “Siempre” en los ajustes de aplicación del teléfono (no solo mientras esté en uso) • Cuando esté en el vehículo, mantenga el teléfono lo más cerca posible de la consola central a fin de asegurar que se detecte el teléfono durante el arranque pasivo. Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente

SEOCONTENT-END