16B32

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
September 14, 2016
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and Police
Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion, MKX,
Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
PROGRAM TERMS
This program will be in effect through September 30, 2017. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2017 to encourage
dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address to contact customers with
affected vehicles. This program will improve vehicle drivability in the event of electronic throttle body
contamination.
AFFECTED VEHICLES
Vehicle
Edge
Model
Year
2015
F-150
MKT
Police Interceptor
Sedan
Escape
Explorer
Flex
2015-2016
Fusion
MKX
Mustang
Police Interceptor
Utility
Taurus
Transit
2016
Assembly Plant
Build Dates
Oakville
Dearborn
Kansas City
Oakville
September 1, 2015 through December 21, 2015
August 1, 2015 through May 17, 2016
August 31, 2015 through April 27, 2016
September 1, 2015 through May 10, 2016
Chicago
September 1, 2015 through March 19, 2016
Louisville
Chicago
Oakville
Flat Rock
Hermosillo
Oakville
Flat Rock
September 1, 2015 through March 14, 2016
August 4, 2015 through May 25, 2016
September 22, 2015 through April 14, 2016
September 1, 2015 through February 29, 2016
September 1, 2015 through April 4, 2016
September 1, 2015 through May 16, 2016
September 1, 2015 through April 26, 2016
Chicago
September 1, 2015 through May 26, 2016
Chicago
Kansas City
September 28, 2015 through May 2, 2016
September 1, 2015 through May 21, 2016
Affected vehicles are identified in OASIS and FSA VIN Lists.
 Copyright 2016 Ford Motor Company
REASON FOR THIS PROGRAM
In all of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop
contamination resulting in increased electrical resistance. If this condition is present, the malfunction
indicator lamp will illuminate, diagnostic trouble codes P2111 and P2112 will set, and the vehicle may
enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this
mode, while engine power and vehicle speed are reduced, the power steering, power braking,
lighting, and climate control systems remain fully functional.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
utilize the ETB Repair Action Table included in Attachment III to determine the appropriate repair.
Depending on the vehicle, dealers are to replace the ETB or reprogram the powertrain control module
(PCM) software using Integrated Diagnostic Software (IDS) release 102.02 or higher. 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 26, 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 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
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 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
OASIS ACTIVATION
OASIS will be activated on September 14, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on
September 14, 2016. Owner names and addresses will be available by October 7, 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
o 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 prior to completing the repair.
 Copyright 2016 Ford Motor Company
ATTACHMENT I
Page 2 of 2
DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
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 March 14, 2017.
 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.
There is no expiration date for emergency repair refunds. 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 electronic throttle body replacement
on 2015-2016 MKT and Police Interceptor Sedan, and 2016 F-150, Police Interceptor Utility,
and Transit.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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 (16B32) is the sub code.
 Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
 Submit refunds on a separate repair line.
- Program Code: 16B32
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- 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.
 PROGRAM TERMS: This program will be in effect through September 30, 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 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
LABOR ALLOWANCES
Description
Replace ETB - 2016 F-150
Replace ETB - 2016 Transit
Labor Operation
Labor Time
16B32B
0.5 Hours
16B32C
0.6 Hours
16B32D
0.3 Hours
Replace ETB - 2015-2016 MKT
Replace ETB - 2015-2016 Police Interceptor Sedan
Replace ETB - 2016 Police Interceptor Utility
Reprogram PCM using IDS release 102.02 or higher - 2015
Edge and F-150, and 2016 Escape, Explorer, Flex, Fusion,
MKX, Mustang, Taurus
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
AT4Z-9E926-B
Electronic throttle body
Order
Quantity
1
The DOR/COR number for this program is 51054.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
 Copyright 2016 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer,
Flex, Fusion, MKX, Mustang, Police Interceptor Utility, Taurus, and
Transit Vehicles — Electronic Throttle Body Repair
OVERVIEW
In all of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop
contamination resulting in increased electrical resistance. If this condition is present, the malfunction
indicator lamp will illuminate, diagnostic trouble codes (DTCs) P2111 and P2112 will set, and the vehicle
may enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this
mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting,
and climate control systems remain fully functional. Dealers are to utilize the ETB Repair Action Table
included in the Service Procedure section to determine the appropriate repair. Depending on the vehicle,
dealers are to replace the ETB or reprogram the powertrain control module (PCM) using Integrated
Diagnostic Software (IDS) release 102.02 or higher.
SERVICE PROCEDURE
ETB REPAIR ACTION TABLE
Electronic Throttle Body Replacement
• 2015-2016 MKT
• 2015-2016 Police Interceptor Sedan
• 2016 F-150
• 2016 Police Interceptor Utility
• 2016 Transit
•
•
•
•
•
•
•
•
•
PCM Reprogramming
2015 Edge
2015 F-150
2016 Escape
2016 Explorer
2016 Flex
2016 Fusion
2016 MKX
2016 Mustang
2016 Taurus
1649A3
Electronic Throttle Body Replacement
1. Replace the electronic throttle body. Please follow the Workshop Manual (WSM) procedure in			
Section 303-04.
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
9/2016
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32
PCM 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 102.02 or higher.
		
NOTE: Calibration files may also be obtained at www.motorcraftservice.com.
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.
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.
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.
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
9/2016
		
ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32
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
9/2016
Ford Motor Co
ompany
Ford Customer Service Divis
sion
P. O. Box 1904
4
Dearborn, Michigan 48121
ber 2016
Septemb
Customer Satisfaction
S
Program
P
16B
B32
Programa de satisfacció
ón del cliente
e 16B32
Mr. John Sa
ample
123 Main Sttreet
Anywhere, USA
U
12345
Your Vehicle
e Identificatiion Number (VIN): 1234
4567890123
34567
At Ford Mottor Company
y, we are committed nott only to build
ding high qu
uality, depen
ndable produ
ucts, but
also to build
ding a comm
munity of hap
ppy, satisfied
d customers.. To demonsstrate that co
ommitment, we are
providing a no-charge Customer
C
Sa
atisfaction Prrogram for yyour vehicle with the VIN
N shown abo
ove.
ou
Why are yo
receiving this
notice?
On your vehicle,
v
the electronic
e
th
hrottle body m
may develop
p contamina
ation and
result in the
t vehicle entering
e
a prrotective low
w-speed mod
de accompan
nied by
illuminatio
on of the serrvice engine
e soon indica
ator (shown to the left). In this
mode, wh
hile engine power
p
and ve
ehicle speed
d are reduce
ed, the powe
er
steering, power braking, lighting, and climate
e control sysstems remain
n fully
functional.
What will Ford
F
and
your dealerr do?
In the inte
erest of custtomer satisfa
action, Ford Motor Comp
pany has au
uthorized
your dealler to replace
e the electro
onic throttle b
body free off charge (parrts and
labor) und
der the term
ms of this pro
ogram.
This Custtomer Satisffaction Progrram will be in effect until
September 30, 2017,, regardless of mileage. Coverage iis automatically
transferre
ed to subseq
quent owners
rs.
How long will
w it take?
The time needed for this repair iss less than o
one-half day.. However, due to
service sc
cheduling re
equirements,, your dealer may need your vehicle
e for a
longer pe
eriod of time..
What should you do?
Please ca
all your dealer without de
quest a servvice date for
elay and req
Customer Satisfaction Program 1
16B32. Provvide the dea
aler with the VIN of
your vehicle. The VIN
N is printed near your na
ame at the b
beginning off this
letter.
If you do not already have a servvicing dealerr, you can acccess
downer.com
m for dealer a
addresses, m
maps, and driving instructions.
www.Ford
 Cop
pyright 201
16 Ford Mo
otor Compan
ny
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.
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.
Have you previously
paid for this repair?
If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to electronic throttle body replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 14, 2017. To avoid delays, do not send receipts to Ford Motor
Company.
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).
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.
Para asistencia en
Español
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2016 Ford Motor Company
The Lincoln Motor Company
4
P. O. Box 1904
Dearborn, Michigan 48121
Septemb
ber 2016
Customer Satisfaction
S
Program
P
16B
B32
Programa de satisfacció
ón del cliente
e 16B32
Mr. John Sa
ample
123 Main Sttreet
Anywhere, USA
U
12345
e Identificatiion Number (VIN): 1234
4567890123
34567
Your Vehicle
At The Linco
oln Motor Co
ompany, we are committted not onlyy to building high quality,, dependable
e
ed customerrs. To demo
products, bu
ut also to building a com
mmunity of ha
appy, satisfie
onstrate that
commitment, we are pro
oviding a no-charge Cus
stomer Satissfaction Prog
gram for you
ur vehicle witth the
VIN shown above.
a
ou
Why are yo
receiving this
notice?
On your vehicle,
v
the electronic
e
th
hrottle body m
may develop
p contamina
ation and
result in the
t vehicle entering
e
a prrotective low
w-speed mod
de accompan
nied by
illuminatio
on of the serrvice engine
e soon indica
ator (shown to the left). In this
mode, wh
hile engine power
p
and ve
ehicle speed
d are reduce
ed, the powe
er
steering, power braking, lighting, and climate
e control sysstems remain
n fully
functional.
What will Lincoln
L
and
your dealerr do?
In the inte
erest of custtomer satisfa
action, The L
Lincoln Moto
or Company has
authorize
ed your deale
er to replace
e the electronic throttle b
body free of charge
(parts and
d labor) under the termss of this prog
gram.
This Custtomer Satisffaction Progrram will be in effect until
September 30, 2017,, regardless of mileage. Coverage iis automatically
transferre
ed to subseq
quent owners
rs.
How long will
w it take?
The time needed for this repair iss less than o
one-half day.. However, due to
service sc
cheduling re
equirements,, your dealer may need your vehicle
e for a
longer pe
eriod of time..
What should you do?
elay and req
Please ca
all your dealer without de
quest a servvice date for
Customer Satisfaction Program 1
16B32. Provvide the dea
aler with the VIN of
N is printed near your na
ame at the b
beginning off this
your vehicle. The VIN
letter.
If you do not already have a servvicing dealerr, you can acccess
www.Linc
colnowner.co
om for deale
er addressess, maps, and
d driving insttructions.
 Co
opyright 20
016 The Li
incoln Moto
or Company
y – A Ford Motor Com
mpany Brand
d
What should you do?
(continued)
The Lincoln 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.
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.lincoln.com/vehicle-health for more information.
Have you previously
paid for this repair?
If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to electronic throttle body replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 14, 2017. To avoid delays, do not send receipts to The Lincoln Motor
Company.
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.Lincolnowner.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).
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.lincoln.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.
Para asistencia en
Español
Thank you for your attention to this important matter.
The Lincoln Motor Company
 Copyright 2016 The Lincoln Motor Company – A Ford Motor Company Brand
Ford Motor Co
ompany
Ford Customer Service Divis
sion
P. O. Box 1904
4
Dearborn, Michigan 48121
ber 2016
Septemb
Customer Satisfaction
S
Program
P
16B
B32
Programa de satisfacció
ón del cliente
e 16B32
Mr. John Sa
ample
123 Main Sttreet
Anywhere, USA
U
12345
Your Vehicle
e Identificatiion Number (VIN): 1234
4567890123
34567
At Ford Mottor Company
y, we are committed nott only to build
ding high qu
uality, depen
ndable produ
ucts, but
also to build
ding a comm
munity of hap
ppy, satisfied
d customers.. To demonsstrate that co
ommitment, we are
providing a no-charge Customer
C
Sa
atisfaction Prrogram for yyour vehicle with the VIN
N shown abo
ove.
ou
Why are yo
receiving this
notice?
On your vehicle,
v
the electronic
e
th
hrottle body m
may develop
p contamina
ation and
result in the
t vehicle entering
e
a prrotective low
w-speed mod
de accompan
nied by
illuminatio
on of the serrvice engine
e soon indica
ator (shown to the left). In this
mode, wh
hile engine power
p
and ve
ehicle speed
d are reduce
ed, the powe
er
steering, power braking, lighting, and climate
e control sysstems remain
n fully
functional.
What will Ford
F
and
your dealerr do?
In the inte
erest of custtomer satisfa
action, Ford Motor Comp
pany has au
uthorized
your dealler to reprogram your po
owertrain con
ntrol module
e with update
ed
software that will imp
prove vehicle
e performancce if electron
nic throttle b
body
s. This serviice will be pe
erformed fre
ee of charge (parts
contamination occurs
and laborr) under the terms of thiss program.
This Custtomer Satisffaction Progrram will be in effect until
September 30, 2017,, regardless of mileage. Coverage iis automatically
transferre
ed to subseq
quent owners
rs.
How long will
w it take?
The time needed for this repair iss less than o
one-half day.. However, due to
service sc
cheduling re
equirements,, your dealer may need your vehicle
e for a
longer pe
eriod of time..
What should you do?
elay and req
Please ca
all your dealer without de
quest a servvice date for
Customer Satisfaction Program 1
16B32. Provvide the dea
aler with the VIN of
your vehicle. The VIN
N is printed near your na
ame at the b
beginning off this
letter.
If you do not already have a servvicing dealerr, you can acccess
www.Ford
downer.com
m for dealer a
addresses, m
maps, and driving instructions.
 Cop
pyright 201
16 Ford Mo
otor Compan
ny
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.
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).
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.
Para asistencia en
Español
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2016 Ford Motor Company
The Lincoln Motor Company
4
P. O. Box 1904
Dearborn, Michigan 48121
Septemb
ber 2016
Customer Satisfaction
S
Program
P
16B
B32
Programa de satisfacció
ón del cliente
e 16B32
Mr. John Sa
ample
123 Main Sttreet
Anywhere, USA
U
12345
e Identificatiion Number (VIN): 1234
4567890123
34567
Your Vehicle
At The Linco
oln Motor Co
ompany, we are committted not onlyy to building high quality,, dependable
e
ed customerrs. To demo
products, bu
ut also to building a com
mmunity of ha
appy, satisfie
onstrate that
commitment, we are pro
oviding a no-charge Cus
stomer Satissfaction Prog
gram for you
ur vehicle witth the
VIN shown above.
a
ou
Why are yo
receiving this
notice?
On your vehicle,
v
the electronic
e
th
hrottle body m
may develop
p contamina
ation and
result in the
t vehicle entering
e
a prrotective low
w-speed mod
de accompan
nied by
illuminatio
on of the serrvice engine
e soon indica
ator (shown to the left). In this
mode, wh
hile engine power
p
and ve
ehicle speed
d are reduce
ed, the powe
er
steering, power braking, lighting, and climate
e control sysstems remain
n fully
functional.
What will Lincoln
L
and
your dealerr do?
In the inte
erest of custtomer satisfa
action, The L
Lincoln Moto
or Company has
authorize
ed your deale
er to reprogrram your pow
wertrain con
ntrol module with
updated software
s
tha
at will improvve vehicle pe
erformance iif electronic throttle
body contamination occurs.
o
Thiss service willl be performed free of ch
harge
(parts and
d labor) under the termss of this prog
gram.
This Custtomer Satisffaction Progrram will be in effect until
September 30, 2017,, regardless of mileage. Coverage iis automatically
transferre
ed to subseq
quent owners
rs.
How long will
w it take?
The time needed for this repair iss less than o
one-half day.. However, due to
service sc
cheduling re
equirements,, your dealer may need your vehicle
e for a
longer pe
eriod of time..
What should you do?
elay and req
Please ca
all your dealer without de
quest a servvice date for
Customer Satisfaction Program 1
16B32. Provvide the dea
aler with the VIN of
your vehicle. The VIN
N is printed near your na
ame at the b
beginning off this
letter.
If you do not already have a servvicing dealerr, you can acccess
www.Linc
colnowner.co
om for deale
er addressess, maps, and
d driving insttructions.
 Co
opyright 20
016 The Li
incoln Moto
or Company
y – A Ford Motor Com
mpany Brand
d
What should you do?
(continued)
The Lincoln 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.
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.lincoln.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.Lincolnowner.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).
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.lincoln.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.
Para asistencia en
Español
Thank you for your attention to this important matter.
The Lincoln Motor Company
 Copyright 2016 The Lincoln Motor Company – A Ford Motor Company Brand