Customer Satisfaction Program 21B02 – Software Calibration Update – 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
February 25, 2021
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1
Customer Satisfaction Program 21B02
Certain 2021 Model Year Mustang Mach-E Vehicles
Software Calibration Update
New! REASON FOR THIS SUPPLEMENT
• Revised technical instructions
• Due to a concern with the Ford Diagnosis and Repair System (FDRS), VINs repaired on or
before February 24, 2021 may not have had all the modules calibrated with latest level
software.
• All claims with Repair Order (RO) dates of February 24, 2021 and earlier will be reopened for
FSA 21B02 and will require the reprogram procedure to be performed per revised technical
instructions.
• New Labor Operation code
PROGRAM TERMS
This program will be in effect through February 28, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle Model Year Assembly Plant Build Dates
Mach-E 2021 Cuautitlan February 24, 2020 through January 09, 2021
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, it may be possible after charging the vehicle and using remote start
the vehicle may experience a no start. There may also be DTC P0D2D in the Secondary On Board
Control Module C (SOBDMC). After vehicle is shut off for 30 seconds, the vehicle will be able to be
restarted.
New! SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
update the Powertrain Control Module (PCM) using the Ford Diagnosis and Repair System (FDRS).
Along with PCM there may be an additional five modules that may need to be updated: Secondary On
Board Control Module (SOBDM), Battery Energy Control Module (BECM), Secondary On Board
Control Module B (SOBDMB), Secondary On Board Control Module C (SOBDMC) and Anti-lock
Brake System (ABS). This service must be performed on all affected vehicles at no charge to the
vehicle owner.
© Copyright 2021 Ford Motor Company
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 8, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letters
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 DEMONSTRATION / DELIVERY HOLD – Supplement #1
Customer Satisfaction Program 21B02
Certain 2021 Model Year Mustang Mach-E Vehicles
Software Calibration Update
OASIS ACTIVATION
OASIS was activated on February 11, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were made available through https://web.fsavinlists.dealerconnection.com on February
11, 2021. Owner names and addresses will be available by March 22, 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
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NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Supplement #1
Customer Satisfaction Program 21B02
Certain 2021 Model Year Mustang Mach-E Vehicles
Software Calibration 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
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 21B02 is the sub code.
▪ Customer Concern Code (CCC): D19
▪ Condition Code (CC): 42 – Does not operate properly
▪ Causal Part Number: RECAL
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 DEMONSTRATION / DELIVERY HOLD – Supplement #1
Customer Satisfaction Program 21B02
Certain 2021 Model Year Mustang Mach-E Vehicles
Software Calibration Update
New! LABOR ALLOWANCES
Description Labor Operation Labor Time
Reprogram Powertrain Control Module using Ford Diagnosis
and Repair System, up to additional five modules may
program automatically:
Secondary On Board Control Module (SOBDM)
Battery Energy Control Module (BECM)
Secondary On Board Control Module B (SOBDMB)
Secondary On Board Control Module C (SOBDMC)
Anti-lock Brake System (ABS)
NOTE: Record the name of each updated module on the
repair order.
MT21B02C
Actual time to
update the
listed modules
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
ATTACHMENT III
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CUSTOMER SATISFACTION 21B02-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2021
CERTAIN 2021 MODEL YEAR MUSTANG MACH-E VEHICLES — SOFTWARE
CALIBRATION UPDATE
SERVICE PROCEDURE
NOTE: The availability of certain modules is dependent on the vehicle equipment options. Not all modules
will require a software update. Some modules may already have the latest software level.
Module Programming
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. Do Not have the vehicle plugged into main charger during programming. This can
cause modules to not program correctly, only have the 12V battery charger installed.
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 II (VCM II) is properly
connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during
module configuration.
2. Launch 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. Inspect the availability for software updates on the following modules.
NOTE: Not all modules listed will require a software update. The software update will run the necessary
module updates based on the vehicle options.
• PCM – Powertrain Control Module
• SOBDM – Secondary On Board Control Module
• BECM – Battery Energy Control Module
• SOBDMB – Secondary On Board Control Module B
• SOBDMC – Secondary On Board Control Module C
• ABS – Anti-lock Brake System
ATTACHMENT III
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CUSTOMER SATISFACTION 21B02-S1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2021
6. From the list on the LH side of the screen, select the module(s) that are available for software update.
NOTE: Only one module may be updated at a time.
7. From the list on the RH side of the screen, select the module “Software Update”.
8. Click RUN. Follow all on-screen instructions carefully.
9. Check and clear codes.
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
March 2020
Customer Satisfaction Program 21B02
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, it may be possible the vehicle may experience a false
detection of a voltage sensor fault.
If you had this service performed during a dealer visit prior to February 24,
2021, the complete update may not have been installed on your vehicle.
Please contact your dealer again to schedule another appointment.
What is the effect? This may result in a vehicle no-start after charging and using remote start. If
this happens, the wrench light will illuminate and a “Service Vehicle Soon”
message will display in the instrument cluster. The vehicle will restart after a
30-second shutdown before next key cycle.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram the Powertrain Control Module free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 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 21B02. 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.
© Copyright 2021 Ford Motor Company
What should you do?
(continued)
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 and paying for 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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