19N07-S1

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
August 26, 2019
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 19N07 - Supplement #1
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2014 Model Year
Focus Vehicles Equipped with a DPS6 Automatic Transmission
Transmission Control Module Service Warranty Coverage
Customer Satisfaction Program 15B22
Published August 14, 2019
REF :
New! REASON FOR THIS SUPPLEMENT
• Owner Refunds: Refund eligibility has been clarified.
PROGRAM TERMS
This program offers service warranty coverage of the transmission control module (TCM) for six (6)
months from the RO date of TCM reflash under Customer Satisfaction Program 15B22.
This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle Limited
Warranty, Emissions Warranty, or Customer Satisfaction Program 14M02. This is a one-time repair
program. Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
Fiesta
2011-2015
Cuautitlan
November 3, 2009 through October 15, 2014
Focus
2012-2014
Michigan
August 1, 2010 through October 26, 2014
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING SERVICE WARRANTY COVERAGE
Some vehicles that are reprogrammed under Customer Satisfaction Program 15B22 may soon
thereafter alert the driver of a fault in the TCM. Notification may not occur immediately after the TCM
is reprogrammed because the fault may be intermittent. This program provides coverage to replace
the TCM for six (6) months from the RO open date of TCM reflash under Customer Satisfaction
Program 15B22 if the following conditions are met:
• The vehicle is no longer covered under New Vehicle Limited Warranty, Emissions Warranty,
or Customer Satisfaction Program 14M02.
• The repair meets the criteria contained in Attachment III.
SERVICE ACTION
If an affected vehicle exhibits this condition and is within the terms of this program, dealers are to
replace the TCM. This service must be performed at no charge to the vehicle owner.
 Copyright 2019 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Owner Letters are expected to be mailed the week of September 2, 2019. Dealers should repair any
affected vehicles that require TCM replacement consistent with Attachment III and qualify for repairs
within the terms of this program, whether or not the customer has received a letter.
New! 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,
David J. Johnson
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 19N07 - Supplement #1
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2014 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Service Warranty Coverage
OASIS ACTIVATION
OASIS was activated on August 14, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
•
•
Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
•
Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Title branded, salvaged vehicles and vehicles with cancelled warranty coverage are eligible for this
program unless emission coverage is explicitly cancelled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTY CANCELLED INCLUDING EMISSIONS
New! 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
August 31, 2020. To qualify for a refund, the owner must have paid to replace their vehicle’s
TCM within six (6) months of a prior service that included a TCM software update.
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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
Refunds will only be provided for the cost associated with replacing the TCM.
RENTAL VEHICLES
The use of rental vehicles is 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 outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
 Copyright 2019 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19N07 - Supplement #1
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2014 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Service Warranty Coverage
CLAIMS PREPARATION AND SUBMISSION
• Program Terms: This program provides coverage to replace the TCM for six (6) months from
the RO open date of TCM reflash under Customer Satisfaction Program 15B22 if the following
conditions are met:
o The vehicle is no longer covered under New Vehicle Limited Warranty, Emissions
Warranty, or Customer Satisfaction Program 14M02.
o The repair meets the criteria contained in Attachment III.
NOTE: All claims will be subject to manual review and chargeback if they do not fall within
the terms of this service coverage program.
• 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
19N07 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 19N07
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o 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.
 Copyright 2019 Ford Motor Company
ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19N07 - Supplement #1
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2014 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Service Warranty Coverage
LABOR ALLOWANCES
Description
All vehicles – retrieve DTCs only; TCM replacement not
required
Focus Models - Replace Transmission Control Module
(includes time to retrieve DTCs)
Fiesta Models - Replace Transmission Control Module
(includes time to retrieve DTCs)
M-Time for additional diagnosis of Powertrain DTCs
P0805, P087A, P090B, P090C, P0901, P0902, P2831,
P2832, P2835, P2836, P2837, P285C, P285D, P285E,
P2861 or P2862, only where the TCM is the causal part
(may only be claimed with either 19N07B or 19N07C)
Labor Operation
Labor Time
19N07A
0.3 Hours
19N07B
1.0 Hours
19N07C
1.1 Hours
MT19N07D
Up to 2.0 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
Order
Quantity
Claim
Quantity
AE8Z-7Z369-F
TCM (includes 2 new O-ring seals)
1
1
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 2019 Ford Motor Company