17B28

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
September 19, 2017
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement
PROGRAM TERMS
This program will be in effect through September 30, 2018. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2018 to encourage
dealers and customers to have this service performed as soon as possible.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
C-MAX
2015-2016
Michigan
August 31, 2015 through May 26, 2016
Edge
2016
Oakville
October 7, 2015 through May 19, 2016
Flex
2015
Oakville
September 1, 2015 through December 15, 2015
Fusion
2016
Hermosillo
September 1, 2015 through March 30, 2016
MKS
2015-2016
Chicago
September 1, 2015 through May 22, 2016
MKZ
2016
Hermosillo
September 1, 2015 through March 23, 2016
Taurus
2015
Chicago
August 11, 2015 through December 8, 2015
Transit
Connect
2016
Valencia
September 1, 2015 through June 20, 2016
Affected vehicles are identified in OASIS and FSA VIN Lists.
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/or 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.
 Copyright 2017 Ford Motor Company
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace the ETB. 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 October 2, 2017. 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 2017 Ford Motor Company
ATTACHMENT I
Page 1 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement
OASIS ACTIVATION
OASIS will be activated on September 19, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on
September 19, 2017. Owner names and addresses will be available by October 13, 2017.
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.
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 2017 Ford Motor Company
ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement
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 20, 2018.
• 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.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN CLIENT SPECIAL HANDLING
To ensure the best possible experience for Lincoln owners, Lincoln Dealers are encouraged to utilize
the Lincoln Loyalty Program to provide clients with surprise and delight offerings, such as:
• Fuel fill
• Gift Card for the client’s favorite restaurant
• Transportation assistance
• Courtesy pick-up and delivery of client vehicles
The Lincoln Loyalty Program is exclusive to Lincoln Dealers. Owners will not be notified of this
service in owner mailings. Reference EFC05367, Lincoln Loyalty Program Announcement for
additional details.
 Copyright 2017 Ford Motor Company
ATTACHMENT I
Page 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement
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 17B28 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: 17B28
- 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, 2018. There is no
mileage limit for this program.
• For Lincoln Client Special Handling, reference EFC05367, Lincoln Loyalty Program
Announcement and EFC04165, Lincoln Loyalty Rental Claims for Requirements and Claiming
Instructions. Claims for Lincoln Loyalty should be submitted as a separate line on the same
Repair Order.
 Copyright 2017 Ford Motor Company
ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 17B28
Certain 2015 Model Year Flex and Taurus, 2015-2016 Model Year C-MAX, and MKS,
and 2016 Model Year Edge, Fusion, MKZ, and Transit Connect Vehicles
Electronic Throttle Body Replacement
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace ETB - C-MAX, Fusion, MKZ, and Transit Connect
17B28B
0.5 Hours
Replace ETB - Edge, Flex, MKS, Taurus
17B28C
0.6 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity
Claim
Quantity
Electronic throttle body - Edge, Flex, MKS, MKZ nonHybrid, and Taurus
1
1
Electronic throttle body - C-MAX, Fusion, MKZ Hybrid,
and Transit Connect
1
1
Part Number
Description
AT4Z-9E926-B
DS7Z-9E926-D
The DOR/COR number for this program is 51096.
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 2017 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 17B28
CERTAIN 2015 MODEL YEAR FLEX AND TAURUS, 2015-2016 MODEL YEAR
C-MAX AND MKS, AND 2016 MODEL YEAR EDGE, FUSION, MKZ, AND TRANSIT
CONNECT VEHICLES — ELECTRONIC THROTTLE BODY REPLACEMENT
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/or 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 replace the ETB.
SERVICE PROCEDURE
Recommended Tool List:
1/4" Drive Impact Gun
1/4" Drive 8mm Shallow Socket
1/4" Drive Wobble Extension 3 in (76 mm)
1/4" Drive Ratchet
1/4" Drive Torque Wrench
Electronic Throttle Body Replacement
1. Replace the electronic throttle body. Please follow the Workshop Manual (WSM) procedure in			
Section 303-04.
CPR © 2017 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
9/2017
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
October, 2017
Customer Satisfaction Program 17B28
Programa de satisfacción del cliente 17B28
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, the electronic throttle body may develop contamination.
What is the effect?
This may result in the vehicle entering a protective low-speed mode
accompanied by illumination of the service engine soon indicator (shown to
the left). In this mode, while engine power and vehicle speed are reduced,
the power steering, power braking, lighting, and climate control systems
remain fully functional.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has
authorized your dealer to replace the electronic throttle body free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until
September 30, 2018, 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 17B28. 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 2017 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.
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 20, 2018. 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 2017 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
October, 2017
Customer Satisfaction Program 17B28
Programa de satisfacción del cliente 17B28
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At The Lincoln 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, the electronic throttle body may develop contamination.
What is the effect?
This may result in the vehicle entering a protective low-speed mode
accompanied by illumination of the service engine soon indicator (shown to
the left). In this mode, while engine power and vehicle speed are reduced,
the power steering, power braking, lighting, and climate control systems
remain fully functional.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, The Lincoln Motor Company has
authorized your dealer to replace the electronic throttle body free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until
September 30, 2018, 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 17B28. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
 Copyright 2017 The Lincoln Motor Company – A Ford Motor Company Brand
What should you do?
(continued)
If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving instructions.
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.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner 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.
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 20, 2018. 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
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 2017 The Lincoln Motor Company – A Ford Motor Company Brand