Customer Satisfaction Program 21B53 – Gateway Module Programming to Activate Phone as a Key – 2021 Ford Mustang Mach-E

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David J. Johnson Ford Motor Company Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division September 7, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B53 Certain 2021 Model Year Mustang Mach-E Vehicles Equipped with Phone as a Key Option Gateway Module Programming to Activate Phone as a Key PROGRAM TERMS This program will be in effect through September 30, 2022, for vehicles within the new bumper-to-bumper warranty coverage period. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2021 Cuautitlan July 6, 2021 through July 24, 2021 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In some of the affected vehicles, a misconfigured Enhanced Central Gateway (ECG) module prevents Phone as a Key from functioning. SERVICE ACTION Before delivering any new in-stock vehicles involved in this program, dealers are to reprogram the ECG module to the latest level. This service must be performed on all affected vehicles at no charge to the vehicle owner. OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed the week of October 4, 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 © Copyright 2021 Ford Motor Company 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 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B53 Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option Gateway Module Programming to Activate Phone as a Key OASIS ACTIVATION OASIS will be activated on September 7, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 7, 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 • Correct affected vehicles identified in OASIS which are brought to your dealership within the applicable Bumper-To-Bumper warranty coverage period. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Correct all affected units in your new vehicle inventory before delivery. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) Additional repairs identified as necessary to complete the FSA should be managed as follows: • For related damage and access time requirements, refer to the Warranty and Policy Manual / Section 6 – Ford & Lincoln Program Policies / 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. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B53 Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option Gateway Module Programming to Activate Phone as a Key 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 21B53 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 21B53 Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option Gateway Module Programming to Activate Phone as a Key LABOR ALLOWANCES Description Labor Operation Labor Time Reprogram Gateway Control Module to the latest level. MT21B53B Up to 1.0 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. © Copyright 2021 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 October 2021 Customer Satisfaction Program 21B53 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? The Phone as a Key application may not work with your vehicle. What is the effect? You may be unable to use Phone as Key to unlock and start your vehicle. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the Enhanced Central Gateway (ECG) module free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until September 30, 2022 regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 21B53. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access owner.ford.com for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving parking in certain locations and controlling © Copyright 2021 Ford Motor Company certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. COVID-19 (CORONAVIRUS) Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit owner.ford.com. 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: owner.ford.com For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division

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