Customer Satisfaction Program 23B49 Supplement #2 - Reprogram Accessory Protocol Interface Module (23B49)

SUBJECT

Customer Satisfaction Program 23B49 Supplement #2 

Certain 2021 - 2023 Model Year Aviator Vehicles Equipped with SYNC

Reprogram Accessory Protocol Interface Module

REF

Customer Satisfaction Program 23B49 Supplement #1 

Dated November 15, 2023

REASON FOR THIS SUPPLEMENT

• Administrative Information Update: Clarified language for Lincoln pick-up and delivery. 
• Labor Allowances and Parts Ordering Information Update: Removed PP labor code and added Lincoln-specific LL labor code. 
• Technical Instructions Update: The technical instructions have been updated to provide added detail and clarity. 

PROGRAM TERMS

This program will be in effect through August 31, 2024. There is no mileage limit for this program.

FSA VIN Lists were available on August 29, 2023.

AFFECTED VEHICLES

US population of affected vehicles: 35,593. Affected vehicles are identified in OASIS and FSA VIN Lists.

This program supersedes SSM 51338 for 2021 - 2023 Model Year vehicles.

REASON FOR THIS PROGRAM

In some of the affected vehicles, due to a software anomaly, the vehicle owner may intermittently observe multicolored lines on the SYNC screen.

SERVICE ACTION

Before delivering any new in-stock vehicles involved in this program, dealers are to update the Accessory Protocol Interface Module (APIM) to the latest software version. This service must be performed on all affected vehicles at no charge to the vehicle owner.

To assist vehicle owners to have this repair completed, dealers should:

• Arrange for a mobile repair at the owner's location, or:
• Arrange to pick up the owner's vehicle and drive it to the dealership for repairs
  • Re-deliver the owner's vehicle after repairs have been completed.
• Pick-up and delivery, and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters were mailed October 3, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

• Administrative Information 
• Labor Allowances and Parts Ordering Information 
• Technical Instructions 
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle 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,

Stacy L. Balzer

MOBILE SERVICE REPAIR ASSESSMENT LEVEL

• All repairs in this program have the following assessment level:
  • Mobile Reprogramming

MOBILE REPAIR RECOMMENDATIONS

• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer's home or business to confirm if any other outstanding FSA needs to be completed.
• Transportation - due to the simplicity of this repair, 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
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
  • Documents can also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Lincoln 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.

MOBILE REPAIR CLAIMING QUESTIONS

Dealers participating in the Remote Experience Program:

• Ford Dealers refer to Electronic Field Communication - EFC12071 2023 Remote Experience Program.
• Lincoln Retailers refer to Electronic Field Communication - EFC12074 2023 Lincoln Mobile Service Experience Program.

Dealers NOT  participating in the 2023 Remote Experience Program:

• For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with the Dealership warranty administrator to create an 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 was activated on August 15, 2023.

FSA VIN LISTS ACTIVATION

FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com  on August 29, 2023. Owner names and addresses were available October 13, 2023.

SOLD VEHICLES

• Owners of affected vehicles will be directed to dealers for repairs.
• 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.

BRANDED/SALVAGED TITLE VEHICLES

Affected branded/salvaged title vehicles are eligible for this service action.

OWNER REFUNDS

• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires February 15, 2024. 
• Dealers are also pre-approved to refund owner-paid emergency  repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with APIM software update to address multicolored lines in the SYNC display.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

LINCOLN PICK-UP AND DELIVERY

Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pick-up and delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC14054, 2024 Lincoln Pick-up & Delivery Updates. For vehicles outside of 4/50,000 miles, claim the LL labor op. 

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 FSAs/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.
  • 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 before completing the repair.

CLAIMS PREPARATION AND SUBMISSION

• Claim Entry:  Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
  • When entering claims:
    • Claim type 31: Field Service Action
    • Sub Code: 23B49
    • Customer Concern Code (CCC): A86
    • Condition Code (CC): 04
    • Causal Part Number: 14G371, Quantity 0
  • 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 the same claim type and subcode as described in Claim Entry above.
  IMPORTANT: Click the Related Damage Indicator radio button.
• Lincoln Pick-up & Delivery:  Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC14054, 2024 Lincoln Pick-Up & Delivery Updates for details. For vehicles outside of 4/50,000 miles, claim the LL labor op. 
• Refunds:  Submit refunds on a separate repair line.
  • Program Code: 23B49
  • Misc. Expense: REFUND
  • Misc. Expense: ADMIN
  • Misc. Expense: 0.2 Hrs.
  • Multiple refunds should be submitted on one repair line and the invoice details for each repair should be detailed in the comments section of the claim.
• Mobile Repair: 
  • Dealers participating in the Remote Experience Program -
    • Ford Dealers refer to Electronic Field Communication - EFC12071 2023 Remote Experience Program.
    • Lincoln Retailers refer to Electronic Field Communication - EFC12074 2023 Lincoln Mobile Service Experience Program.
  • Dealers NOT participating in the Remote Experience Program -
    • Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers that are working with Ford-contracted mobile repair companies should refer to those companies for claiming instructions.
    • For dealer-performed mobile repairs, retain a copy of the Service Management signed record with the repair order documentation.
    • Claim the mobile repair allowance Labor Operation Code 23B49MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Labor Allowances and Parts Ordering Information).

LABOR ALLOWANCES

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE