Customer Satisfaction Program 21B52 – Powertrain Control Module Reprogramming – 2021 Ford F-150

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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 9, 2021 TO: All U.S. Ford and Lincoln Dealers SUBJECT: NEW VEHICLE DELIVERY HOLD – Customer Satisfaction Program 21B52 Certain 2021 Model Year F-150 Raptor Vehicles Equipped with 3.5L Ecoboost Engines and Pro Power Onboard Powertrain Control Module Reprogramming PROGRAM TERMS This program will be in effect through September 30, 2022. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates F-150 2021 Dearborn Truck July 26, 2021 through July 30, 2021 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In all of the affected vehicles, if the outlet cover located in the bed of the vehicle is open more than approximately 17 degrees (due to a device plugged in, debris, etc.), the vehicle will not shift out of park when started. The Instrument Panel Cluster will display a message with the text “W4384” when the customer attempts to shift out of park by pressing the brake pedal. SERVICE ACTION Before delivering any new in-stock vehicles involved in this program, dealers are to update the powertrain control module (PCM) software using FDRS. 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 September 20, 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 Affected Vehicles – VIN List Owner Notification Letter © 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 21B52 Certain 2021 Model Year F-150 Raptor Vehicles Equipped with 3.5L Ecoboost Engines and Pro Power Onboard Powertrain Control Module Reprogramming OASIS ACTIVATION OASIS will be activated on September 9, 2021. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 9, 2021. Owner names and addresses will be available by October 8, 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 affected vehicles will be directed to dealers for repairs. • Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date. • Correct other affected vehicles identified in OASIS which are brought to your dealership. • Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory. STOCK VEHICLES • Correct all affected units in your new vehicle inventory before delivery. • Use OASIS to identify any affected vehicles in your used vehicle inventory. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged vehicles are eligible for this service action. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES Rental vehicles are not approved for this program. © Copyright 2021 Ford Motor Company ATTACHMENT I Page 2 of 2 NEW VEHICLE DELIVERY HOLD – Customer Satisfaction Program 21B52 Certain 2021 Model Year F-150 Raptor Vehicles Equipped with 3.5L Ecoboost Engines and Pro Power Onboard Powertrain Control Module Reprogramming 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 (21B52) is the sub code. ▪ Customer Concern Code (CCC): P51 – AT difficult to operate shift lever ▪ Condition Code (CC): X9 – Incorrect configuration of programmable electronic control units ▪ Causal Part Number: 12A650 ▪ 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 21B52 Certain 2021 Model Year F-150 Raptor Vehicles Equipped with 3.5L Ecoboost Engines and Pro Power Onboard Powertrain Control Module Reprogramming LABOR ALLOWANCES Description Labor Operation Labor Time Reprogram PCM using FDRS 21B52B 0.3 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. © Copyright 2021 Ford Motor Company ATTACHMENT IV Page 1 of 1 NEW VEHICLE DELIVERY HOLD – Customer Satisfaction Program 21B52 Certain 2021 Model Year F-150 Raptor Vehicles Equipped with 3.5L Ecoboost Engines and Pro Power Onboard Powertrain Control Module Reprogramming AFFECTED VEHICLES The following table contains a list of VINs for vehicles that were delivered to dealers in the US and Canada. These vehicles will require repairs before delivery to customers. 1FTFW1RG0MFC12690 1FTFW1RG3MFC12702 1FTFW1RG9MFC12705 1FTFW1RG6MFC12709 1FTFW1RG7MFC12718 1FTFW1RG5MFC12734 1FTFW1RG2MFC12738 1FTFW1RG2MFC13940 1FTFW1RG3MFC13946 1FTFW1RG5MFC13950 1FTFW1RG6MFC14914 1FTFW1RG5MFC16623 1FTFW1RG2MFC16983 1FTFW1RG7MFC17174 1FTFW1RG9MFC19119 1FTFW1RG2MFC20984 1FTFW1RG3MFC24851 1FTFW1RG8MFC25140 1FTFW1RG4MFC32392 1FTFW1RG6MFC33673 1FTFW1RG4MFC35681 1FTFW1RG4MFC24700 1FTFW1RG6MFC23340 ATTACHMENT III PAGE 1 OF 2 RECALL PROGRAM 21B52 CPR © 2021 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2021 CERTAIN 2021 MODEL YEAR F-150 RAPTOR VEHICLES EQUIPPED WITH 3.5L ECOBOOST ENGINES AND PRO POWER ONBOARD — POWERTRAIN CONTROL MODULE REPROGRAMMING SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (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 Vehicle Communication Module (VCM) is properly connected to the Data Link Connector (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 Vehicle Identification Number (VIN). NOTE: Available modules are shown on the Left Hand (LH) side of the screen, and available procedures are listed on the Right Hand (RH) side of the screen. Modules that are communicating are highlighted in green. 4. Select Toolbox tab. 5. From the list on the LH side of the screen, select the PCM. 6. From the list on the RH side of the screen, select PCM – Powertrain Control Module (PCM) Software Update. 7. Click RUN. Follow all on-screen instructions carefully. 8. From the list on the RH side of the screen, select Self-Test and click RUN. 9. Click the Run Selected Tests button in the lower right. 10. Click the Clear & Retest button at the top of the screen to clear DTC’s in all modules. 11. Disconnect the battery charger from the 12V battery once the programming has completed. ATTACHMENT III PAGE 2 OF 2 RECALL PROGRAM 21B52 CPR © 2021 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 09/2021 NOTE: Advise the customer that this vehicle is equipped with an adaptive transmission shift strategy which allows the vehicle’s computer to learn the transmission’s unique parameters and improve shift quality. When the adaptive strategy is reset, the computer will begin a re-learning process. This re-learning process may result in firmer than normal upshifts and downshifts for several days. Important Information for Module Programming NOTE: When programming a module, use the following basic checks to ensure programming completes without errors. • Make sure the 12V battery is fully charged before carrying out the programming steps and connect FDRS/scan tool to a power source. NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software. • Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during programming. • A hardwired connection is strongly recommended. • Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors. • Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.). • Follow all scan tool on-screen instructions carefully. • Disable FDRS/scan tool sleep mode, screensaver, hibernation modes. • Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process. Recovering a module when programming has resulted in a blank module a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the 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 Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September 2021 Customer Satisfaction Program 21B52 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? On your vehicle, if the outlet cover located in the bed of the vehicle is open (due to a device plugged in, debris, etc.), the vehicle will not shift out of park when started. The Instrument Panel Cluster will display a message with the text “W4384” when you attempt to shift out of park by pressing the brake pedal. What is the effect? This may result in your vehicle not shifting out of park when started until the outlet cover located in the bed of your truck is completely closed. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to update the powertrain control module software 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 21B52 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. © Copyright 2021 Ford Motor Company NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. 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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