16B35
Service Bulletin Details
Public Details for: 16B35
Certain 2016-2017 model year c-max and fusion energi vehicles - reprogram powertrain control module.
Models from 2017
2017 FORD C-MAX |
2017 FORD FUSION ENERGI |
Models from 2016
2016 FORD C-MAX |
2016 FORD FUSION ENERGI |
Michael A. Berardi Director Service Engineering Operations Ford Customer Service Division Ford Motor Company P. O. Box 1904 Dearborn, Michigan 48121 August 30, 2016 TO: All U.S. Ford and Lincoln Dealers SUBJECT: DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B35 Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles Reprogram Powertrain Control Module PROGRAM TERMS This program will be in effect through August 31, 2017. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates C-MAX 2016 Michigan April 18, 2016 through July 18, 2016 Fusion Energi 2016-2017 Hermosillo March 11, 2016 through July 6, 2016 Affected vehicles are identified in OASIS and FSA VIN Lists. REASON FOR THIS PROGRAM In some of the affected vehicles, it may be possible for contactors in the high voltage battery junction box to become temporarily fused closed at ignition off, setting diagnostic trouble code (DTC) P0AA4. When the next engine start is attempted, the engine will fail to start and will generate a stop safely now message along with a service engine soon indicator illuminated in the instrument cluster. SERVICE ACTION Before demonstrating or delivering any of the new in-stock vehicles involved in this program, dealers are to reprogram the powertrain control module (PCM) using the Integrated Diagnostic System (IDS) software 101.02 or higher. The secondary onboard diagnostic module C (SOBDMC) will automatically update if it is not at the latest calibration 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 September 19, 2016. 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 Letter Copyright 2016 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 Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab. Sincerely, Michael A. Berardi Copyright 2016 Ford Motor Company ATTACHMENT I Page 1 of 2 DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35 Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles Reprogram Powertrain Control Module OASIS ACTIVATION OASIS will be activated on August 30, 2016. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 30, 2016. Owner names and addresses will be available by September 30, 2016. 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. 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. 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. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged vehicles are eligible for this service action. ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) Additional repairs identified as necessary to complete the FSA should be managed as follows: For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty and policy guidelines for related damage claims. No SSSC approval is required for these vehicles: 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. OWNER REFUNDS Refunds are not approved for this program. RENTAL VEHICLES The use of rental vehicles is not approved for this program. Copyright 2016 Ford Motor Company ATTACHMENT I Page 2 of 2 DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35 Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles Reprogram Powertrain Control Module CLAIMS PREPARATION AND SUBMISSION Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS). o DWE: refer to ACESII manual for claims preparation and submission information. o OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number 16B35 is the sub code. Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA. PROGRAM TERMS: This program will be in effect through August 31, 2017. There is no mileage limit for this program. Copyright 2016 Ford Motor Company ATTACHMENT II Page 1 of 1 DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35 Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles Reprogram Powertrain Control Module LABOR ALLOWANCES Description Reprogram PCM and SOBDMC using IDS release 101.02 or higher Labor Operation Labor Time 16B35B 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. Copyright 2016 Ford Motor Company ATTACHMENT III PAGE 1 OF 2 CUSTOMER SATISFACTION PROGRAM 16B35 Certain 2016 - 2017 Model Year C-MAX AND FUSION ENERGI Vehicles — POWERTRAIN CONTROL MODULE REPROGRAMMING OVERVIEW In some of the affected vehicles, it may be possible for contactors in the high voltage battery junction box to become temporarily fused closed at ignition off, setting diagnostic trouble code (DTC) P0AA4. When the next engine start is attempted, the engine will fail to start and will generate a stop safely now message along with a service engine soon indicator illuminated in the instrument cluster. Dealers are to reprogram the powertrain control module (PCM) using the Integrated Diagnostic System (IDS) software 101.02 or higher. The secondary onboard diagnostic module C (SOBDMC) will automatically update if it is not at the latest calibration level. SERVICE PROCEDURE Module Reprogramming NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs generated after reprogramming, follow normal diagnostic service procedures. 1. Connect a battery charger to the 12V battery. 2. Reprogram the PCM using IDS release 101.02 or higher. NOTE: Calibration files may also be obtained at www.motorcraftservice.com. NOTE: A coordinated reflash is required when reprogramming the PCM. When PCM reprogramming is initiated, the IDS will check for software updates on certain onboard modules (anti-lock brake system (ABS) module, secondary onboard diagnostic module C (SOBDMC), etc.). The IDS will automatically install updates in these modules if they are not at the latest level. If the coordinated reflash is interrupted, undesired vehicle operation may result. NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure. 3. Disconnect the battery charger from the 12V battery once the reprogramming has completed. CPR © 2016 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 8/2016 ATTACHMENT III PAGE 2 OF 2 CUSTOMER SATISFACTION PROGRAM 16B35 Important Information for Module Programming NOTE: When programming or reprogramming 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 IDS/scan tool to a power source. • Inspect Vehicle Communication Module (VCM) 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 IDS/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. NOTE: If a module becomes unresponsive or does not operate properly following a module programming procedure, attempt a battery disconnect and reconnect. Recovering a module when programming has resulted in a blank module: NEVER DELETE THE ORIGINAL SESSION! a. Obtain the original IDS that was used when the programming error occurred during module reprogramming (MR) or programmable module installation (PMI). b. Disconnect the VCM from the data link connector (DLC) and the IDS. c. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection. d. Locate the original vehicle session when programming failed. This should be the last session used in most cases. If not, use the session created on the date that the programming failed. NOTE: If the original session is not listed in the previous session list, click the Recycle Bin icon at the lower right of the previous session screen. This loads any deleted sessions and allows you to look through them. Double-click the session to restore it. e. Once the session is loaded, the failed process should resume automatically. f. If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR. g. Follow all on-screen prompts/instructions. h. The last screen on the IDS may list additional steps required to complete the programming process. Make sure all applicable steps listed on the screen are followed in order. CPR © 2016 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 8/2016 Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 September, 2016 Customer Satisfaction Program 16B35 Programa de satisfacción del cliente 16B35 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 for a contactor switch in the high voltage battery to become temporarily fused closed, resulting in an engine no start. If this occurs, a stop safely now message and service engine soon indicator will illuminate in the instrument cluster. Stop Safely Indicator Service Engine Soon Indicator 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 (PCM) and high voltage battery electronic module free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until August 31, 2017 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 and request a service date for Customer Satisfaction Program 16B35. Provide the dealer with the VIN of your vehicle. The VIN is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. Copyright 2016 Ford Motor Company 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. Ford Motor Company can deny coverage for any vehicle damage that may result from the failure to have this service action performed on a timely basis. Therefore, please have this service action performed as soon as possible. Your vehicle may be equipped with a diagnostic feature called the Vehicle Health Report which can inform you about all available recalls, as well as other key vehicle health information. Please see https://owner.ford.com/vehicle-health for more information. 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: www.Fordowner.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: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM - 8:00PM (Eastern Time). Para asistencia en Español Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall. Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español. Thank you for your attention to this important matter. Ford Customer Service Division Copyright 2016 Ford Motor Company