New Vehicle Demonstration/Delivery Hold Customer Satisfaction Program 21B02 - Software Calibration Update (21B02)

WARNING: This page is about the Mustang Mach-E California Route 1, which is a different variant/trim than selected.

Publication date: 2021-02-11
Reference number: 21B02

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 21B02 - SOFTWARE CALIBRATION UPDATE

SERVICE CAMPAIGN BULLETIN

Reference Number(s): 21B02, Date of Issue: February 11, 2021

FORD:

2021 Mustang Mach-E

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 21B02

SUBJECT

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD Customer Satisfaction Program 21B02

Certain 2021 Model Year Mustang Mach-E Vehicles

Software Calibration Update

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.

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 will update automatically as needed. 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.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters are expected to be mailed the week of March 1, 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
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.

ATTACHMENT I

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD Customer Satisfaction Program 21B02

Certain 2021 Model Year Mustang Mach-E Vehicles Software Calibration Update

OASIS ACTIVATION

OASIS will be activated on February 11, 2021.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 11, 2021. Owner names and addresses will be available by March 15, 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

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 repai r line with the "Related Damage" radio button checked.
- 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.
- 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
  - Part 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 same claim type and sub code as described in Claim Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.

ATTACHMENT II

NEW VEHICLE DEMONSTRATION/DELIVERY HOLD

Customer Satisfaction Program 21B02

Certain 2021 Model Year Mustang Mach-E Vehicles

Software Calibration Update

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.	MT21B02B	Actual time to update the listed modules

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

ATTACHMENT III

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

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 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 confguration.
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.
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.
Select Toolbox tab.
On the RH side of the screen, download Powertrain Control Module (PCM) - Software update.
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

***4. Click RUN. Follow all on-screen instructions carefully.
***5. 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

Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
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.
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.
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.
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.

OWNER NOTIFICATION LETTER