19B05

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 15, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19B05
Certain 2012 - 2013 Model Year Expedition/Navigator Vehicles Equipped With
A 6R80 Transmission
Sudden Transmission Downshift - Powertrain Control Module Reprogramming
PROGRAM TERMS
This program will be in effect through March 31, 2020. There is no mileage limit for this
program.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Assembly
Vehicle
Model Year
Plant
Expedition/Navigator 2012 - 2013
Kentucky
Truck
Build Dates
August 19, 2011 through August 15, 2013
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE
In some of the affected vehicles, an intermittent Output Shaft Speed Sensor (OSS) failure may
result in an unintended downshift into first gear. Depending on vehicle speed at the time of the
downshift, an abrupt wheel speed reduction may occur.
SERVICE ACTION
Dealers are to reprogram the Powertrain Control Module (PCM) using Integrated Diagnostic
Software (IDS) release 112.04 or higher. Some vehicles may already have the latest software.
This service must be performed at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of April 8, 2019. 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
 Copyright 2019 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,
David J. Johnson
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 19B05
Certain 2012 - 2013 Model Year Expedition/Navigator Vehicles Equipped With A 6R80
Transmission
Sudden Transmission Downshift - Powertrain Control Module Reprogramming
OASIS ACTIVATION
OASIS will be activated on March 15, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March
15, 2019. Owner names and addresses will be available by April 16, 2019.
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.
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19B05
Certain 2012 - 2013 Model Year Expedition/Navigator Vehicles Equipped With A 6R80
Transmission
Sudden Transmission Downshift - Powertrain Control Module Reprogramming
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 repair line with the
Related Damage radio button checked.
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.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA
number (19B05) is the sub code.
o 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.
 Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B05
Certain 2012 - 2013 Model Year Expedition/Navigator Vehicles Equipped With A 6R80
Transmission
Sudden Transmission Downshift - Powertrain Control Module Reprogramming
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
19B05B
0.3 Hours
Reprogram the Powertrain Control Module (PCM) using IDS
release 112.04 or higher. Some vehicles may already have
the latest software.
NOTE: Advise the customer that this vehicle is equipped with an adaptive transmission shift
strategy, which allows the vehicle’s computer to learn the transmission’s unique parameters and
improve shift quality. When the adaptive strategy is reset, the computer will begin a re-learning
process. This re-learning process may result in firmer than normal upshifts and downshifts for
several days.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
 Copyright 2019 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 19B05
CERTAIN 2012 - 2013 MODEL YEAR EXPEDITION/NAVIGATOR VEHICLES
EQUIPPED WITH A 6R80 TRANSMISSION
SUDDEN TRANSMISSION DOWNSHIFT — POWERTRAIN CONTROL
MODULE REPROGRAMMING
OVERVIEW
In some of the affected vehicles, an intermittent Output Shaft Speed Sensor (OSS) failure may result in an
unintended downshift into first gear. Depending on vehicle speed at the time of the downshift, an abrupt
wheel speed reduction may occur.
SERVICE PROCEDURE
Module Reprogramming
NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTC's after 		
		 programming. For DTC's generated after reprogramming, follow normal diagnostic service 		
		procedures.
1. Connect a battery charger to the 12V battery.
NOTE: Make sure the Integrated Diagnostic Software (IDS) computer does not enter sleep mode during 		
		programming.
2. Reprogram the Transmission/Powertrain control module using IDS release 112.04 or higher.
		 a. Some vehicles may already have the latest software, as software was released in phases.
		 b. Make sure you are connected to the Internet prior to reprogramming.
		
NOTE: Advise the customer that this vehicle is equipped with an adaptive transmission shift strategy 		
which allows the vehicle's computer to learn the transmission's unique parameters and improve 		
shift quality. When the adaptive strategy is reset, the computer will begin a re-learning process. 		
This re-learning process may result in firmer than normal upshifts and downshifts for several days.
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.
CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2019
ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 19B05
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.
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 © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2019
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 19B05
April 2019
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, an intermittent failure of the output speed sensor (OSS) in
the transmission may result in an unintended downshift to first gear.
What is the effect?
Depending on the vehicle speed at the time of downshift, an abrupt wheel
speed reduction may occur.
What will Ford and
your dealer do?
Ford Motor Company has authorized your dealer to reprogram the
Powertrain Control Module with software that will prevent an unintended
downshift into first gear in the event of an intermittent OSS failure. This
service will be performed free of charge (parts and labor).
This Customer Satisfaction Program will be in effect until March 31, 2020
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 19B05. Provide the dealer with your VIN,
which 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.
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
 Copyright 2019 Ford Motor Company
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
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.
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).
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2019 Ford Motor Company
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
April 2019
Customer Satisfaction Program 19B05
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, an intermittent failure of the output speed sensor (OSS) in
the transmission may result in an unintended downshift to first gear.
What is the effect?
Depending on the vehicle speed at the time of downshift, an abrupt wheel
speed reduction may occur.
What will Lincoln and
your dealer do?
The Lincoln Motor Company has authorized your dealer to reprogram the
Powertrain Control Module with software that will prevent an unintended
downshift into first gear in the event of an intermittent OSS failure. This
service will be performed free of charge (parts and labor).
This Customer Satisfaction Program will be in effect until March 31, 2020
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 19B05 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.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. The Lincoln Motor Company can
deny coverage for any vehicle damage that may result from the failure to
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand
have this service action performed on a timely basis. Therefore, please have
this service action performed as soon as possible.
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.
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).
Thank you for your attention to this important matter.
The Lincoln Motor Company
 Copyright 2019 The Lincoln Motor Company – A Ford Motor Company Brand