21B09

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 03, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
PROGRAM TERMS
This program will be in effect through May 31, 2022. There is no mileage limit for this program.
NOTE: Owners within the complimentary trial period may purchase the 4G upgrade kit and 21B09
covers labor/installation.
NOTE: Owners outside of the complimentary trial period (VINs not under the 21B09 program) have
the option to pay for both the labor and cost to purchase the 4G upgrade kit.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of May 31, 2022, to encourage dealers
and owners to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address to contact owners with affected
vehicles. This will help minimize the number of vehicles that may lose wireless functionality for
connected phone app to vehicle features. FSA VIN Lists are expected to be available on November
03, 2021.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Fusion Energi
2014-2020
Hermosillo
October 28, 2013 through July 27, 2020
C-MAX Energi
2014-2017
Michigan
April 15, 2014 through October 2, 2017
Focus Battery
Electric Vehicle
(BEV)
2016-2018
Michigan
September 16, 2015 through May 2, 2018
2015-2017
Hermosillo
July 28, 2014 through September 5, 2017
MKC
2015-2017
Louisville
August 28, 2014 through August 29, 2017
Continental
2017
Flatrock
August 2, 2016 through August 22, 2017
MKX
2016-2017
Oakville
August 31, 2015 through September 29, 2017
MKZ /
MKZ Hybrid
Affected vehicles are identified in OASIS and FSA VIN Lists.
© Copyright 2021 Ford Motor Company
REASON FOR THIS PROGRAM
The North America 3G cellular service began decommissioning in August 2021 and will be fully
decommissioned in February 2022. Vehicles on the road equipped with a 3G telematics control unit
(TCU) / embedded modem will lose mobile app functionality/connectivity. Some owners are still within
the *complimentary trial period (depending on model year and brand, see table below) for connected
services.
* Complimentary trial detail: VINs linked to the MyFord® Mobile / MyLincoln® Mobile App have a
complimentary subscription that activated with vehicle sale date. The subscription requires
complementary 3G mobile network connectivity, and it is subject to 3G network availability. Evolving
technology/mobile networks may affect future functionality.
Vehicle
Model Year
Complimentary Trial Period
Ford
2014-2018
5 Years
Ford
2019
2 Years
Ford
2020
1 Year
Lincoln
2015-2017
4 Years
SERVICE ACTION
Per vehicle owner request and purchase of the 4G upgrade kit, Dealers are to replace the vehicle’s
3G TCU / embedded modem with a 4G upgrade kit (4G TCU, antenna, cables, and mounting
hardware), and use IDS level 123.05 or higher to complete the programmable module installation
(PMI) process.
NOTE: Owners within the complimentary trial period will receive an owner notification letter and have
the option to purchase the 4G upgrade kit, and 21B09 covers labor/installation.
NOTE: Owners outside of the complimentary trial period (VINs not under the 21B09 program) will not
receive an owner letter but will still have the option to pay for both the labor and material costs for the
4G upgrade.
NOTE for Focus Electric Owners Only: Certain charge scheduling functionality (Preferred Charge
Times) through the FordPassTM App is not available at this time, however it is expected to be available
with an over the air update by Summer 2022.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 15, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the owner has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information – Fusion / Fusion Hybrid / Fusion Energi
Attachment IV:
Technical Information – C-MAX Energi
Attachment V:
Technical Information – Focus Battery Electric Vehicle (BEV)
Attachment VI:
Technical Information – MKZ / MKZ Hybrid
Attachment VII:
Technical Information – MKC
Attachment VIII:
Technical Information – Continental
Attachment IX:
Technical Information – MKX
Owner Notification
Letters
Ford Owner Instruction
Lincoln Owner Instruction
© Copyright 2021 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
System (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 2021 Ford Motor Company
ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
OASIS ACTIVATION
OASIS will be activated on November 03, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November
03, 2021. Owner names and addresses will be available by December 03, 2021.
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 all affected vehicles will be directed to dealers for repairs if they wish to prevent the
loss of MyLincoln Mobile or MyFord Mobile service.
•
VINs under FSA 21B09: Per owner request and agreement, upgrade vehicles using the 4G
upgrade kit, as identified in OASIS which are brought to your dealership.
•
VINs NOT under FSA 21B09: For other vehicles identified in OASIS but not under the
complimentary trial period, inform owners of the 4G upgrade kit available per owner
agreement and payment of material and installation costs.
STOCK VEHICLES
• FSA 21B09 is only for sold vehicles.
• Do not perform this service unless the informed owner requests repairs covered by this
program.
VEHICLES WITH CANCELLED WARRANTIES
Vehicles with cancelled warranties are not eligible for this service action.
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.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC08708,
2021 Lincoln Pickup & Delivery Updates.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
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:
▪ Claim type 31: Field Service Action. The FSA number (21B09) is the sub code.
▪ Customer Concern Code (CCC): A93 - Embedded Modem
▪ Condition Code (CC): 42 - Does Not Operate Properly
▪ Causal Part Number: 14G229
▪ Part Quantity: 0
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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC08708,
2021 Lincoln Pickup & Delivery Updates for details.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
- C-MAX
21B09B
0.8 Hours
- Continental with 40/20/40 Seats
21B09C
2.4 Hours
- Continental with 60/40 Seats
21B09D
1.9 Hours
- Focus Battery Electric
21B09E
1.1 Hours
- Fusion – Plug in Hybrid
21B09F
0.7 Hours
- MKC
21B09G
1.0 Hours
- MKX
21B09H
1.0 Hours
- MKZ /MKZ Hybrid
21B09J
0.8 Hours
21B09K
0.2 Hours
Replace 3G TCU with 4G TCU Upgrade Kit and complete
PMI Process to verify connectivity to 4G network using IDS
version 123.05 or higher.
Support Owner if requested for help with phone app.
PARTS REQUIREMENTS / ORDERING INFORMATION
Order the 4G upgrade kit using the On-line 1878 form.
• FSA 21B09 kit is non-refundable and cannot be returned once ordered.
• Before ordering the 4G Upgrade Kit, confirm owner understands the program terms (Owner
Pays for Upgrade Kit Cost) and the 4G Upgrade Kit will be installed on the VIN in question
(customer will use My Ford Mobile/ FordPassTM/Lincoln Way app with VIN).
• FCS Order process:
1. Go to OASIS, enter the VIN and click GO
2. Scroll to the bottom and select the On-Line 1878
3. Click on Create Order (1878 Form)
4. Click on the drop-down arrow to select a System
5. Enter VIN and “Engineering Part Number”
6. Enter Odometer reading and select Miles or Kilometers
7. Enter Reference Repair Order Date (Work Order Date) using calendar icon
8. Click Continue
9. Complete the on-line order form
NOTE: Your order is NOT complete until the system generates an “Order Number”
(example: 1000xxxxxx)
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Order
Quantity
Claim
Quantity
C-MAX, MKX – 4G Upgrade Kit
1*
0
AMMU7J A00A25 BA
Focus Battery Electric – 4G Upgrade Kit
1*
0
AMMU7J A00A25 CA
Fusion – Plug in Hybrid – 4G Upgrade Kit
1*
0
AMMU7J A00A25 DA
MKZ / MKZ Hybrid – 4G Upgrade Kit
1*
0
Part Number
Description
AMMU7J A00A25 AA
AMMU7J A00A25 EA
MKC / Continental – 4G Upgrade Kit
1*
0
*Part Number will only allow customer pay option.
Order your parts through FCS normal order processing channels. To guarantee the shortest delivery
time, an emergency order for parts must be placed.
DEALER PRICE
4G TCU and antenna kits will be supplied by FCS, and price(s) will be published on the FCS site at
https://www.fesg.dealerconnection.com/FESGOrderApplicationStrutsWeb/createOrderStep3NewPost.do
NOTE: Vehicle Owners to pre-pay for FSA 21B09 material (4G upgrade kit) only.
PARTS RETENTION, RETURN, & SCRAPPING
FCS requires a core return for the 3G TCU otherwise dealers will incur a non-core return charge for
the 3G TCU per standard FCS part handling policy.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st 2021 or later must be inspected and signed off on the repair order by a member of your
dealers fixed operations management team or an employee the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
•
Inspect the replaced parts to verify the FSA repair was completed.
•
If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.
•
For the FSA 21B09 3G TCU unit, after the part has been inspected, it should be handled
based on the guidance in the parts status report in the Online Warranty System (CORE – FCS
specific requirement).
o
FCS requires a core return for the 3G TCU otherwise dealers will incur a non-core
return charge for the 3G TCU per standard FCS part handling policy.
© Copyright 2021 Ford Motor Company
ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
o
All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.
o
All FCS shipments to dealers have a return label that will send parts back to the
service center they were shipped from.
o Deviating from the FCS part return policy will result in a non-core return charge.
• This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement,
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
NOTE: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA
parts inspection process (electronic or handwritten) is independent from other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.
© Copyright 2021 Ford Motor Company
ATTACHMENT IV
PAGE 1 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES - 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - C-MAX
Kit contents
4
5
3
2029A
ITEM
1
2
3
4
5
6
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
STUD FOR
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ATTACHMENT IV
PAGE 2 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00B.
			
• Using IDS version 123.05 or higher.
2. Remove the Left Hand (LH) D-pillar trim panel and slide it down the seatbelt. Please follow the WSM 		
procedures in Section 501-05.
NOTE: It is not necessary to remove the seatbelt from the D-pillar or the seatbelt anchor bolt.
3. Using a clean lint free shop rag, clean any grime, grease, dust or dirt from the interior of the D-pillar trim
panel shown. See Figure 1.
CLEAN THE HIGHLIGHTED SURFACE
USING A CLEAN LINT FREE SHOP RAG
LH D-PILLAR
TRIM PANEL
FRONT OF
VEHICLE
2029C
FIGURE 1
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 3 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
4. Using the kit supplied alcohol prep wipe, clean the interior of the D-pillar trim panel shown and allow the
alcohol to dry for 30 seconds. See Figure 2.
CLEAN THE HIGHLIGHTED AREA
USING THE ALCOHOL PREP WIPE
D-PILLAR
TRIM PANEL
FRONT OF
VEHICLE
2029FFF
FIGURE 2
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PLACE COPY HERE
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT IV
PAGE 4 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
5. Install the new 4G antenna. See Figure 3.
a. Remove the cable strain-relief backing.
b. Align the antenna's cable strain-relief with the corners touching the edges of the D-pillar trim
		 panel and apply firm pressure.
c. Remove the antenna backing.
d. Apply antenna to the D-pillar surface.
e. With firm evenly applied thumb pressure from far end towards strain relief to work out air bubbles
		 and ensure good adherence.
NOTE: It is acceptable for the antenna to follow the curvature of the D-pillar trim panel.
4G ANTENNA
ALIGN CABLE STRAIN
RELIEF TO CORNER
CABLE STRAIN
RELIEF
LH D-PILAR
TRIM PANEL
2029E
FIGURE 3
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
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ATTACHMENT IV
PAGE 5 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
6. Install the LH D-pillar trim panel with the antenna wire routing as shown. Please follow the WSM 		
procedures in Section 501-05.
7. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto 		
the sheet metal of the vehicle. See Figure 4. Remove the TCU from the vehicle and place it on a
bench metal side up.
LH C-PILLAR
LH D-PILLAR
x6
FRONT OF
VEHICLE
2029GGG
FIGURE 4
STUD FOR
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 6 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
8.TCU Preparation. See Figure 5.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 5
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 7 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
9. Clean the surface and apply loop strip. See Figure 6.
a. Clean the area marked inside the vehicle first with a clean lint free rag.
b. Clean the marked area with supplied alcohol prep wipe and allow a 30 second dry time.
c. Remove the backing of one loop strip and apply it to the vehicle inside the marked location 		
towards the front of the vehicle.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
proper adhesion.
LOOP STRIP
FRONT OF
VEHICLE
MARKED LOCATIONS
CLEAN AREA 1ST WITH A CLEAN LINT
FREE RAG, 2ND WITH ALCOHOL WIPE
2029H
FIGURE 6
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 8 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
10. Apply remaining two-halves of soft loop strip. See Figure 7.
a. Cut the remaining loop strip in half.
b. Remove the backing.
c. Apply both halves to the vehicle in the marked locations.
d. Position towards the rear of the vehicle and on either side of the wire harness push pin retainer.
e. Fully work out the air bubbles underneath the strips to ensure proper adhesion.
FRONT OF
VEHICLE
LOOP STRIP PORTION
CUT IN HALF
WIRE HARNESS
PUSH PIN
2029I
FIGURE 7
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 9 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
11. Install the 4G TCU. See Figure 8.
a. Orient with electrical connection at bottom.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock™ into the loop.
FRONT OF
VEHICLE
4G TCU
2029J
FIGURE 8
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 10 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
12. Connect the electrical connector into the 4G TCU. See Figure 9.
4G TCU
FRONT OF
VEHICLE
ELECTRICAL CONNECTOR
2029K
FIGURE 9
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 11 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
13. Connect and route the coax extension cable. See Figure 10.
a. Connect to the antenna.
b. Route the coax extension cable behind the wiring harness and NVH material.
c. Connect the coax extension cable to the 4G TCU.
ANTENNA
COAXIAL CABLE
4G TCU
NVH MATERIAL
COAXIAL EXTENSION
CABLE
WIRING HARNESS
2029L
FIGURE 10
14. Install the LH loadspace trim panel. Please follow the WSM procedures in Section 501-05.
15. Finish the PMI process using IDS.
16. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Ford Pass app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
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STUD FOR
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT IV
PAGE 12 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.
• All FCS shipments to dealers have a return label that will send parts back to the service 		
		 center they were shipped from.
• Deviating from the FCS part return policy will result in a non-core return charge.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT VIII
PAGE 1 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - Continental
Kit contents
2029M
ITEM
1
2
3
4
5
6
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT VIII
PAGE 2 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• IDS version 123.05 or higher.
NOTE: Be cautious of the wiring behind the D-pillar trim panel. See Figure 1.
WIRING BEHIND
D-PILLAR TRIM PANEL
2029FFFF
FIGURE 1
2. Remove the parcel shelf. Please follow the WSM procedure in Section 501-05.
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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
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ATTACHMENT VIII
PAGE 3 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
3. Install the new 4G antenna. See Figure 2.
a. Clean the area on the parcel shelf first with a clean lint free rag in the highlighted area (larger 		
		 than installation).
b. Clean the area on the parcel shelf with supplied alcohol prep wipe and allow a 30 second dry 		
time.
c. Remove the antenna backing.
d. Apply antenna to the parcel self as shown below.
e. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure
good adherence of the antenna.
f. Remove the cable strain-relief backing.
g. Align the antenna's cable strain-relief in the position shown below and apply firm pressure.
4G ANTENNA
CABLE STRAIN RELIEF
CLEAN AREA LARGER THAN NEEDED
1ST WITH A CLEAN LINT
FREE RAG, 2ND WITH ALCHOL WIPE
2029MMM
FIGURE 2
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT VIII
PAGE 4 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
4. Route the coaxial extension cable from the center of the parcel shelf area through the hole in the 		
LH side of the parcel shelf area into the loadspace of the vehicle. See Figure 3.
CABLE IN PARCEL
SHELF AREA
CABLE IN LOADSPACE
FRONT OF
VEHICLE
FRONT OF
VEHICLE
2029NNN
FIGURE 3
5. Install the parcel shelf. Please follow the WSM procedures in Section 501-05.
NOTE: Connect the 4G antenna to the coaxial extension cable during parcel shelf install. See Figure 4.
COAXIAL EXTENSION
CABLE
STUD FOR
MISSING NUT
4G ANTENNA
STUD FOR
MISSING NUT
2029OOO
FIGURE 4
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
ATTACHMENT VIII
PAGE 5 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
6. Remove the TCU mounting bracket studs. See Figure 5.
• Using a pair of pliers, rotate each stud one quarter of a turn.
• Remove and discard all four studs.
NOTE: Bracket shown out of vehicle for clarity.
x4
TCU MOUNTING
BRACKET STUDS
2029JJJ
FIGURE 5
7. Clean the mounting bracket and apply loop strips. See Figure 6.
a. Clean the mounting bracket inside the vehicle first with a clean lint free rag.
b. Clean the mounting bracket with supplied alcohol prep wipe and allow a 30 second dry time.
c. Remove the backing of the loop strips and apply it to the mounting bracket over the stud holes.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
proper adhesion.
LOOP STRIPS
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE
COPY HERE
2029KKK
FIGURE 6
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT VIII
PAGE 6 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
8. TCU Preparation. See Figure 7.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 7
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VIII
PAGE 7 OF 7
CUSTOMER SATISFACTION PROGRAM 21B09
9. Install the 4G TCU. See Figure 8.
a. Orient with electrical connection to the left.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock™ into the loop.
c. Connect the electrical connector.
d. Connect the coaxial extension cable to the 4G TCU.
4G TCU
ELECTRICAL CONNECTOR
COXIAL EXTENSION CABLE
2029LLL
FIGURE 8
10. Install the LH loadspace trim panel. Please follow the WSM procedures in Section 501-05.
11. Finish the PMI process using IDS.
12. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Lincoln Way app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
STUD
FOR
parts replaced under this FSA must be scrapped in accordance with all applicable local, state
and
MISSING NUT
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
STUD FOR
MISSING
NUT
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer. STUD FOR
MISSING NUT
• All FCS shipments to dealers have a return label that will send parts back to the service 		
		 center they were shipped from.
PLACE COPY HERE
• Deviating from the FCS part return policy will result in a non-core return charge.
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT V
PAGE 1 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines — 3G Telematics Control Unit
to 4G Upgrade Kit
SERVICE PROCEDURE - FOCUS Battery Electric Vehicle
Kit contents
2029EEEE
ITEM
1
2
3
4
5
6
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
ATTACHMENT V
PAGE 2 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• IDS version 123.05 or higher.
2. Reroute the TCU electrical connector. See Figure 1.
a. Disconnect the wire harness push pin.
b. Route the TCU electrical connector behind the wiring harness so it routes out the top.
c. Reconnect the wire harness push pin.
DISCONNECT PUSH PIN
ORIGINAL TCU
CONNECTOR POSITION
FRONT OF
VEHICLE
REPOSITIONED TCU
CONNECTOR
CONNECT PUSH PIN
2029N
FIGURE 1
3. Fold back the Left Hand (LH) C-pillar foam pad and secure it with a piece of tape. See Figure 2.
LH C-PILLAR
FOAM PAD
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
SECURE WITH TAPE
PLACE2029O
COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
FIGURE 2
PLACE COPY HERE
ATTACHMENT V
PAGE 3 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
4. Clean the highlighted area. See Figure 3.
a. Using a clean lint free shop rag, remove any dirt or dust.
b. Clean the highlighted area with the supplied alcohol prep wipe.
c. Allow a 30 second dry time.
LH C-PILLAR
CLEAN AREA 1ST WITH A CLEAN LINT FREE
SHOP RAG, 2ND WITH ALCOHOL WIPE
2029P
FIGURE 3
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT V
PAGE 4 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
5. Install the new 4G antenna. See Figure 4.
a. Remove the antenna backing.
b. Apply antenna to the LH C-pillar surface.
e. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure
good adherence of the antenna.
c. Remove the cable strain-relief backing.
d. Align the antenna's cable strain-relief to the location show on the LH C-pillar trim panel.
NOTE: It is acceptable for the antenna to follow the curvature of the LH C-pillar trim panel.
CABLE STRAIN
RELIEF
4G ANTENNA
2029R
FIGURE 4
6. Remove the tape and position back the LH C-pillar foam pad. See Figure 5.
LH C-PILLAR
FOAM PAD
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD 2029S
FOR
MISSING NUT
FIGURE 5
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 5 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
7. On a work surface, connect the LH C-pillar to the LH loadspace trim panel. Route the antenna coaxial 		
cable as shown down to the loadspace trim and secure using a piece of tape. See Figure 6.
LH C-PILLAR
LH LOADSPACE TRIM
TAPE
2029U
FIGURE 6
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT V
PAGE 6 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
8. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto 		
the sheet metal of the vehicle. See Figure 7. Remove the TCU from the vehicle and place it on a bench 		
metal side up.
4G TCU
FRONT OF
VEHICLE
2029V
FIGURE 7
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 7 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
9.TCU Preparation. See Figure 8.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 8 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
10. Clean the surface and apply loop strip. See Figure 9.
a. Clean the area marked inside the vehicle first with a clean lint free rag.
b. Clean the marked area with supplied alcohol prep wipe.
c. Remove the backing of the loop strips and apply it to the vehicle inside the marked location 		
towards the front of the vehicle.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
proper adhesion.
FRONT OF
VEHICLE
LOOP STRIP
2029W
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT V
PAGE 9 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
11. Install the 4G TCU. See Figure 10.
a. Orient with electrical connection at bottom.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock™ into the loop.
FRONT OF
VEHICLE
4G TCU
2029X
FIGURE 10
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 10 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
12. Connect the electrical connector. See Figure 11.
FRONT OF
VEHICLE
4G TCU
ELECTRICAL CONNECTOR
2029Y
FIGURE 11
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 11 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
13. Connect the coaxial extension cable to the 4G TCU. See Figure 12.
FRONT OF
VEHICLE
4G TCU
COAXIAL
EXTENSION CABLE
2029Z
FIGURE 12
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT V
PAGE 12 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
14. Route the coaxial extension cable along the body wiring harness until you reach the seat belt. Pass 		
the coax cable extension behind the body wiring harness. See Figure 13.
COAXIAL EXTENSION
CABLE
FRONT OF
VEHICLE
2029AA
FIGURE 13
15. Connect the coaxial extension cable to the antenna then install the loadspace trim and the upper 		
C-pillar trim panel as an assembly. See Figure 14.
FRONT OF
VEHICLE
LOADSPACE
TRIM PANEL
UPPER
C-PILAR
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2029BB
FIGURE 14
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT V
PAGE 13 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
16. Finish the PMI process using IDS.
17. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Ford Pass app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.
• All FCS shipments to dealers have a return label that will send parts back to the service 		
		 center they were shipped from.
• Deviating from the FCS part return policy will result in a non-core return charge.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT III
PAGE 1 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES - 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - FUSION
Kit contents
2029DDDD
ITEM
1
2
3
4
5
6
7
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
PET Tape
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT III
PAGE 2 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• Using IDS version 123.05 or higher.
2. Remove and discard the two foam blocks and white plastic inserts. See Figure 1.
FOAM BLOCKS
FRONT OF
VEHICLE
WHITE PLASTIC INSERTS
2029VV
FIGURE 1
3. Clean the area. See Figure 2.
a. Using a clean lint free shop rag, remove any dirt or dust.
b. Clean the area with the supplied alcohol prep wipe.
c. Allow a 30 second dry time.
CLEAN AREA 1ST WITH A CLEAN LINT FREE
SHOP RAG, 2ND WITH ALCOHOL WIPE.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
FRONT OF
VEHICLE
STUD FOR
2029XXNUT
MISSING
FIGURE 2
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT III
PAGE 3 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
4. Temporarily place the 4G TCU in the position shown to the vehicle left with non-connector side against 		
sheet metal. Using a marker, mark the edges of the TCU onto the sheet metal of the vehicle.
See Figure 3. Remove the TCU from the vehicle and place it on a bench metal side up.
2029YY
FIGURE 3
5. Apply the loop strips. See Figure 4.
a. Remove the backing and apply the loop strips to the vehicle with in the marked locations.
b. Fully work out the air bubbles with a circular rubbing motion to ensure proper adhesion.
LOOP SIDE OF
THE DUAL LOCK
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
FRONT OF
VEHICLE
2029ZZ
PLACE COPY HERE
FIGURE 4
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT III
PAGE 4 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
6. TCU Preparation. See Figure 5.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 5
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 5 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
7. Install the 4G modem. See Figure 6.
a. Orient with electrical connection towards the RH side of the vehicle.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock™ into the loop.
c. Connect the electrical connector and coaxial extension cable to the 4G modem.
ELECTRICAL CONNECTOR
FRONT OF
VEHICLE
4G TCU
COAXIAL EXTENSION
CABLE
2029AAA
FIGURE 6
8. Route the coaxial extension cable around the speaker and toward the center of the parcel shelf.
See Figure 7.
FRONT OF
VEHICLE
COAXIAL EXTENSION
CABLE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2029BBB
FIGURE 7
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 6 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
9. Place the parcel shelf on a work bench. Fold back the foam pad. See Figure 8.
2029CCC
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 7 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
10. Remove the backing on the PET tape strip and apply between the center and left hand child seat 		
anchor covers. See Figure 9.
a. Rub PET tape into the surface working out any air bubbles visible through the tape.
CENTER CHILD SEAT
ANCHOR COVER
LH CHILD SEAT
ANCHOR COVER
PET TAPE
2029DDD
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT III
PAGE 8 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
11. Install the new 4G antenna. See Figure 10.
a. Remove the antenna backing.
b. Align the 4G antenna on the pet tape as close as you can to the left hand child seat anchor and
the cable strain relief facing towards the center.
c. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure 		
		 good adherence on the antenna.
d. Remove the cable strain-relief backing and attach and press on to the PET tape as shown.
CENTER CHILD SEAT
ANCHOR COVER
LH CHILD SEAT
ANCHOR COVER
PET TAPE
4G ANTENNA
CABLE STRAIN
RELIEF
2029EEE
FIGURE 10
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 9 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
12. Position back the foam pad on the parcel shelf. See Figure 11.
2029III
FIGURE 11
13. Install the parcel shelf. Please follow the WSM procedures in Section 501-05.
• Connect the antenna to the coaxial extension cable during parcel shelf installation.
14. Finish the PMI process using IDS.
15. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Ford Pass app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
STUD FOR
under safety, compliance, or emissions recall. Unless a part is requested to be returned MISSING
to Ford, all
NUT
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
STUD FOR
Return, & Scrapping section of the FSA dealer bulletin for further information.
MISSING NUT
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will STUD
incur aFOR
		
non-core return charge for the 3G TCU per standard FCS part handling policy. MISSING NUT
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.
COPY
• All FCS shipments to dealers have a return label that will send parts back to thePLACE
service
		 HERE
		 center they were shipped from.
PLACE COPY HERE
• Deviating from the FCS part return policy will result in a non-core return charge.
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT VII
PAGE 1 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - MKC
Kit contents
2029M
ITEM
1
2
3
4
5
6
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT VII
PAGE 2 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• IDS version 123.05 or higher.
2. Position up the defrost vent trim panel. Please follow the WSM procedure in Section 501-12.
NOTE: Do not remove the defrost vent trim panel from the vehicle, only disengage it from the instrument 		
panel.
3. Remove the glove compartment. Please follow the WSM procedure in section 501-12.
4. Remove the lower Left Hand (LH) side instrument panel insulator. See Figure 1.
• Disconnect the electrical connector.
x2
2029PPP
FIGURE 1
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
ATTACHMENT VII
PAGE 3 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
5. Align, measure and mark the bracket location on the new TCU module. See Figure 2.
a. Place the mounting bracket on the back of the new TCU module.
b. Measure 3/16 in (4.76 mm) from the bottom LH corner of the TCU module to the inside portion
		 of the mounting bracket.
c. Measure 1/4 in (6.35 mm) from the top of the TCU module to the top edge of the mounting 		
bracket.
d. Mark the two edges of the mounting bracket as shown.
3/16 IN (4.76 MM)
1/4 IN (6.35 MM)
4G TCU
TCU MOUNTING
BRACKET
2029QQQ
FIGURE 2
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
STUD FOR
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STUD FOR
MISSING NUT
ATTACHMENT VII
PAGE 4 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
6. TCU Preparation. See Figure 3.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Measure and cut 1 1/2 in (38 mm) length off of one Dual Lock™ strip (rough).
c. Remove the backing of the Dual Lock™ strips (rough).
d. Apply the 1 1/2 in (38 mm) portion of the Dual Lock™ by aligning to the mark made above the 		
heat sink.
e. Apply the remainder of the cut Dual Lock™ off set but at the same angle as not to pass over top
		 of the heat sink.
f. Apply the full Dual Lock™ strip by aligning it to the edge of the lower left plastic tab and then 		
		 along the horizontal marks made.
g. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
1 1/2 IN (38 MM)
proper adhesion.
STRIP OF DUAL
NOTE: Do not cover the heat sinks on the back of the TCU module.
DO NOT COVER
THE HEAT SINKS
DUAL LOCK™
(ROUGH)
LOCK™ (ROUGH)
1 1/2 IN (38 MM)
2029RRR
FIGURE 3
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT VII
PAGE 5 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
7. Clean the mounting bracket and apply loop strips. See Figure 4.
a. Clean the mounting bracket first with a clean lint free rag.
b. Clean the mounting bracket with supplied alcohol prep wipe and allow a 30 second dry time.
c. Remove the backing of the loop strips and apply it to the mounting bracket over the stud holes.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
proper adhesion.
LOOP STRIPS
TCU MOUNTING
BRACKET
TCU MOUNTING
BRACKET
2029SSS
FIGURE 4
8. Install the 4G TCU: See Figure 5.
a. Orient with electrical connection at bottom.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing the bracket to the back of the 		
		 module with a slight rotation to engage Dual Lock™ into the loop.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ELECTRICAL CONNECTION
FIGURE 5
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE2029TTT
COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VII
PAGE 6 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
9. Install the new 4G Antenna: See Figures 6 and 7.
a. Clean the highlighted area of the defrost vent trim panel first with a clean lint free rag.
b. Clean the highlighted area using the supplied alcohol prep wipe.
c. Remove the backing on the 4G antenna.
d. Press the 4G antenna to the defrost vent trim panel in the locations shown.
e. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure 		
		 good adherence of the antenna while supporting the topside of the defrost vent trim panel.
f. Remove the backing of the cable strain relief and press it onto the defrost cent trim panel as 		
shown.
CLEAN AREA 1ST WITH A CLEAN LINT
FREE RAG, 2ND WITH ALCOHOL WIPE
2029UUU
FIGURE 6
STUD FOR
MISSING NUT
CABLE STRAIN
RELIEF
4G ANTENNA
FIGURE 7
STUD FOR
2029VVV
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VII
PAGE 7 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
10. Route the coaxial extension cable. See Figures 8 and 9.
a. Connect the coaxial extension cable to the 4G antenna.
b. Route the coaxial extension cable down the right side of the instrument panel to the glove box 		
		 area.
c. Continue to route the coaxial extension cable across the top of the glove box area towards the 		
center of the instrument panel.
d. Route the coaxial extension cable over the instrument panel brace.
e. Route the coaxial extension cable down through the instrument panel towards he center console.
f. Route the coaxial extension cable towards the 4G TCU area.
FRONT OF
VEHICLE
a
COAXIAL
EXTENSION CABLE
2029WWW
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VII
PAGE 8 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
COAXIAL
EXTENSION CABLE
2029XXX
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VII
PAGE 9 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
11. Install the 4G TCU and mounting bracket. See Figure 10.
a. Install the 4G TCU mounting bracket and the two bolts.
			
• Torque: 30 lb.ft (40 Nm)
b. Connect the coaxial extension cable.
c. Connect the electrical connector.
ELECTRICAL
CONNECTOR
4G TCU
COAXIAL
EXTENSION CABLE
MOUNTING
BRACKET BOLT
x2
FRONT OF
VEHICLE
2029YYY
FIGURE 10
12. Install the glove compartment. Please follow the WSM procedure in section 501-12.
13. Position back the defrost vent trim panel. Please follow the WSM procedure in Section 501-12.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT VII
PAGE 10 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
14. Install the lower LH side instrument panel insulator. See Figure 11.
• Connect the electrical connector.
x2
2029PPP
FIGURE 11
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VII
PAGE 11 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
15. Position back the carpet. See Figure 12.
2029ZZZ
FIGURE 12
16. Install the RH finish panel. See Figure 13.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
x14
PLACE COPY HERE
PLACE COPY HERE
2029AAAA
PLACE COPY HERE
FIGURE 13
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT VII
PAGE 12 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
17. Install the RH trim panel. See Figure 14.
x4
2029BBBB
FIGURE 14
18. Close the floor console stowage bin lid. See Figure 15.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
2029CCCC
FIGURE 15
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT VII
PAGE 13 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09
18. Finish the PMI process using IDS.
19. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Lincoln Way app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.
• All FCS shipments to dealers have a return label that will send parts back to the service 		
		 center they were shipped from.
• Deviating from the FCS part return policy will result in a non-core return charge.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT IX
PAGE 1 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - MKX
Kit contents
4
5
3
2029A
ITEM
1
2
3
4
5
6
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
1
2
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT IX
PAGE 2 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• IDS version 123.05 or higher.
2. Fold back the Right Hand (RH) loadspace trim panel NVH material and secure it with pieces of tape.
See Figure 1.
RH LOADSPACE
TRIM PANEL FOAM
SECURE
WITH TAPE
RH LOADSPACE
TRIM PANEL
2029CC
FIGURE 1
3. Using a clean lint free shop rag, clean any grime, grease, dust or dirt from the interior of the RH 		
loadspace trim panel shown. See Figure 2.
CLEAN AREA WITH A
CLEAN LINT FREE RAG
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
2029DD
FIGURE 2
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT IX
PAGE 3 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
4. Using the kit supplied alcohol prep wipe, clean the interior of the loadspace trim panel shown and allow 		
the alcohol to dry for 30 seconds. See Figure 3.
CLEAN HIGHLIGHTED AREA
WITH SUPPLIED ALCOHOL PREP
2029EE
FIGURE 3
5. Install the new 4G antenna. See Figure 4.
a. Remove the antenna backing.
b. Apply antenna to the RH loadspace trim panel surface.
c. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure
good adherence of the antenna.
d. Remove the cable strain-relief backing.
e. Align the antenna's cable strain-relief and firmly press in place to the RH loadspace trim panel.
NOTE: It is acceptable for the antenna to follow the curvature of the RH loadspace trim panel.
STUD FOR
MISSING NUT
4G ANTENNA
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
2029FF
FIGURE 4
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT IX
PAGE 4 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
6. Remove the tape and position back the RH loadpsace trim panel foam pad. See Figure 5.
RH LOADSPACE
TRIM PANEL FOAM
2029GG
FIGURE 5
7. Temporarily place the 4G TCU in the position shown. Using a marker, mark the edges of the TCU onto 		
the sheet metal of the vehicle. See Figure 6. Remove the TCU from the vehicle and place it on a
bench metal side up.
4G TCU
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
FRONT OF
VEHICLE
PLACE
COPY HERE
2029HH
FIGURE 6
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
ATTACHMENT IX
PAGE 5 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
8. TCU Preparation. See Figure 7.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 7
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT IX
PAGE 6 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
9. Clean the surface and apply loop strip. See Figure 8.
a. Clean the area marked inside the vehicle first with a clean lint free rag.
b. Clean the marked area with supplied alcohol prep wipe and allow a 30 second dry time.
c. Remove the backing of the loop strip and apply it to the vehicle inside the marked location 		
towards the front of the vehicle.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
proper adhesion.
LOOP STRIP
CLEAN AREA 1ST
WITH A CLEAN
LINT FREE RAG, 2ND
WITH ALCOHOL WIPE
FRONT OF
VEHICLE
2029II
FIGURE 8
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT IX
PAGE 7 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
10. Install the 4G TCU. See Figure 9.
a. Orient with electrical connection to the front of the vehicle.
b. Ensure Dual Lock and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock into the loop.
c. Connect the coax cable extension.
d. Connect the electrical connector.
ELECTRICAL
CONNECTOR
4G TCU
FRONT OF
VEHICLE
COAXIAL EXTENSION
CABLE
2029JJ
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT IX
PAGE 8 OF 8
CUSTOMER SATISFACTION PROGRAM 21B09
11. Connect the antenna coax cable to the coax cable extension and route as shown. See Figure 10.
ANTENNA
COAXIAL CABLE
RH LOADSPACE
TRIM PANEL
COAXIAL EXTENSION
CABLE
FRONT OF
VEHICLE
2029KK
FIGURE 10
12. Install the RH loadspace trim panel. Please follow the WSM procedures in Section 501-05.
13. Finish the PMI process using IDS.
14. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Lincoln Way app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state
STUDand
FOR
federal environmental protection and hazardous material regulations. Refer to the PartsMISSING
Retention,
NUT
Return, & Scrapping section of the FSA dealer bulletin for further information.
STUD FOR
NUT
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will MISSING
incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.STUD FOR
NUT
• All FCS shipments to dealers have a return label that will send parts back to theMISSING
service 		
		 center they were shipped from.
PLACE COPY HERE
• Deviating from the FCS part return policy will result in a non-core return charge.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VI
PAGE 1 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - MKZ
Kit contents
2029LL
ITEM
1
2
3
4
5
6
7
DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)
PET Tape
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
QUANTITY
1
1
2
1
1
1
1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
ATTACHMENT VI
PAGE 2 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM) 		
procedures in Section 415-00.
			
• IDS version 123.05 or higher.
2. Clean the mounting bracket and apply loop strip. See Figure 1.
a. Clean the TCU mounting bracket inside the vehicle first with a clean lint free rag.
b. Clean the area that will be covered by the loop strips with supplied alcohol prep wipe.
c. Remove the backing and apply the loop strips to the mounting bracket in the vehicle in the 		
		 shown locations.
d. Fully work out the air bubbles underneath the strip with a circular rubbing motion to ensure 		
		 proper adhesion.
FRONT OF
VEHICLE
LOOP STRIPS
2029MM
FIGURE 1
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VI
PAGE 3 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
3. TCU Preparation. See Figure 2.
a. Using a kit supplied alcohol prep wipe, clean the metal surface of the TCU module and allow the 		
		 module to dry 30 seconds.
b. Remove the backing of the Dual Lock™ strips (rough).
c. Apply the Dual Lock™ strips to each end of the 4G TCU module by aligning the tops and
edge of the strips to the edges of the TCU.
d. Fully work out the air bubbles underneath the strips with a circular rubbing motion to ensure 		
proper adhesion.
NOTE: Do not cover the heat sinks on the back of the TCU module.
DUAL LOCK™
(ROUGH)
DO NOT COVER
THE HEAT SINKS
2029G
FIGURE 2
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VI
PAGE 4 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
4. Install the 4G TCU. See Figure 3.
a. Orient with electrical connection to the rear of the vehicle.
b. Ensure Dual Lock™ and loop are fully seated by firmly pressing module in place with a slight 		
rotation to engage Dual Lock™ into the loop.
4G TCU
FRONT OF
VEHICLE
2029NN
FIGURE 3
5. Remove the Left Hand (LH) side trim of the parcel shelf. Please follow the WSM procedures in Section 		
501-05.
NOTE: Do not remove the parcel shelf. It is only necessary to remove the LH trim and raise the LH side of
the parcel shelf. See Figure 4.
LH SIDE OF
PARCEL SHELF
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
FRONT OF
VEHICLE
PLACE
COPY HERE
2029OO
FIGURE 4
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT VI
PAGE 5 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
6. Install the supplied PET tape on the underside of the parcel shelf and between the center and LH child 		
seat anchor covers. See Figure 5.
a. Rub PET tape into the surface working out any air bubbles visible through the tape.
CENTER CHILD SEAT
ANCHOR COVERS
LH CHILD SEAT
ANCHOR COVERS
PET TAPE
FRONT OF
VEHICLE
2029PP
FIGURE 5
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VI
PAGE 6 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
7. Install the new 4G antenna. See Figure 6.
a. Remove the antenna backing.
b. Install the antenna onto previously installed pet tape with cable facing vehicle LH.
c. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure 		
good adherence of the antenna.
d. Remove the cable strain-relief backing and attach and press on to the pet tape.
INSTALLED PET TAPE
FRONT OF
VEHICLE
4G ANTENNA
2029QQ
FIGURE 6
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
ATTACHMENT VI
PAGE 7 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
8. Connect the electrical connector and the coaxial extension cable. Route the coaxial extension cable 		
behind the wiring harness and upwards towards the rear windshield. See Figure 7.
4G TCU
ELECTRICAL
CONNECTOR
COXIAL EXTENSION
CABLE
FRONT OF
VEHICLE
2029RR
FIGURE 7
9. Route the coaxial extension cable through the opening on the body into the vehicle. See Figure 8.
FRONT OF
VEHICLE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
COAX EXTENSION
CABLE
PLACE COPY HERE
PLACE COPY HERE
2029SS
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
FIGURE 8
PLACE COPY HERE
ATTACHMENT VI
PAGE 8 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
10. Route the coaxial extension cable under the foam pad located behind the LH seatbelt and towards the
center of the vehicle. See Figure 9.
FOAM PAD
LH SEATBELT
COAXIAL EXTENSION
CABLE
FRONT OF
VEHICLE
2029TT
FIGURE 9
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT VI
PAGE 9 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09
11. Connect the coax cable extension and the 4G antenna. See Figure 10.
COAX CABLE
EXTENSION
4G ANTENNA
FRONT OF
VEHICLE
2029UU
FIGURE 10
12. Reinstall the parcel shelf and the LH side trim. Please follow the WSM procedures in Section 501-05.
13. Finish the PMI process using IDS.
14. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the 			
latest version of the Lincoln Way app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
STUDand
FOR
parts replaced under this FSA must be scrapped in accordance with all applicable local, state
NUT
federal environmental protection and hazardous material regulations. Refer to the Parts MISSING
Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
STUD FOR
NUT
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will MISSING
incur a 		
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.STUD FOR
MISSING NUT
• All FCS shipments to dealers have a return label that will send parts back to the service 		
		 center they were shipped from.
PLACE COPY HERE
• Deviating from the FCS part return policy will result in a non-core return charge.
PLACE COPY HERE
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021
PLACE COPY HERE
Customer Satisfaction Program 21B09
Owner Instructions: Smartphone and Lincoln WayTM App with the new installed 4G System.
Further instructions about the Lincoln Way App. can be found at: Lincoln.com/Support under
Connect & Control and Connect my Phone.
1. Download the latest Lincoln Way app if not already.
•
If new to the Lincoln Way App
2. Log out of the Lincoln Way App.
1a. Create Account & Add VIN
1b. Add vehicle’s VIN (driver side door label)
• Either type in VIN or use photo scan
1c. Go to step 4.
3. Log In on the Lincoln Way App.
4. Activate Vehicle if asked.
•
If new to the Lincoln Way App
4a. Start vehicle, see message on the SYNC
touchscreen. Select Allow. Proceed to step 5.
5. Please Wait ~ approximately 5 minutes to allow for network communications.
• Refresh phone every few minutes.
6. Lock / Unlock vehicle through the Lincoln Way App. Enjoy.
5 min.
NOTE: If Lincoln Way App does not recognize vehicle after +5 minutes, please perform a
Vehicle SYNC system Master Reset.
On vehicle’s center display, go to:
o Settings, then General
If you’re having trouble
o Scroll to bottom.
activating, a Lincoln
o Master Reset
Concierge is here to help:
(800) 521-4140
o Return to step #2 above.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 2021
Customer Satisfaction Program 21B09
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 Customer Satisfaction Program for your vehicle with the VIN shown
above.
Why are you receiving
this notice?
Your vehicle utilizes a wireless cellular technology called 3G. Cellular
companies began decommissioning 3G in August 2021, and a complete
shutdown of the 3G network will take place in February 2022. The Lincoln
WayTM App account, along with your vehicle’s current 3G modem, provides
you with access to your vehicle through your smart phone. A complimentary
four year trial was included with your vehicle at the time of purchase.
What is the effect?
If you utilize services and owner benefits with The Lincoln WayTM App, the
decommissioned 3G network will result in a loss of wireless functionality for
connected phone app to vehicle features such as: Lock & Unlock vehicle,
Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, Mileage
(and for electrical vehicles: Preferred Charge Times, Departure Times, Trip
& Charge Logs).
Cellular 3G network decommissioning will not impact control or performance
of your vehicle. If you do not utilize The Lincoln WayTM App, you will not
notice the effects of the decommissioning.
If you would like more information about The Lincoln WayTM App services or
would like to activate your service and take advantage of this program,
additional information can be found on the Lincoln.com/Support web site.
What will Lincoln and
your dealer do?
In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to cover the cost of labor to install a 4G modem and
antenna if vehicle is within the complimentary trial period. Note, this will
require the vehicle owner to purchase the 4G upgrade kit.
This Customer Satisfaction Program will be in effect through May 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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 to schedule a service appointment for Customer
Satisfaction Program 21B09. Provide the dealer with your VIN, which is
printed near your name at the beginning of this letter.
You will need to purchase the upgraded 4G upgrade kit from your dealer,
download the latest Lincoln WayTM App and set up an account as needed.
Additional information about the Lincoln WayTM App and how to connect can
be found on our web site: lincoln.com/lincolnway
NOTE: 4G upgrade kit availability may be limited due to supply constraints.
Lincoln owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with
a Lincoln vehicle for use during service. Please request Lincoln Pickup &
Delivery through your dealership if you would like to take advantage of this
option.
If you do not already have a servicing dealer, you can access Lincoln.com
for dealer addresses, maps, and driving instructions.
The Lincoln Motor Company recommends you have this service action
completed on your vehicle to experience the benefits and features enabled
by the Lincoln Way App. The vehicle owner is responsible for scheduling the
work to be completed.
Once your vehicle has been upgraded with the 4G upgrade kit, use the
Lincoln WayTM App to access complimentary remote features like start/stop,
get important vehicle information like fuel and oil levels, service history and
warranty details at your fingertips. You can receive information about Recalls
and Customer Satisfaction Programs through The Lincoln WayTM: Lincoln
Owner App as well. The app can be downloaded through the App Store or
Google Play.
COVID-19
(CORONAVIRUS)
Lincoln dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting client vehicles and vehicles used for
Pickup & Delivery* both before and after each vehicle is serviced. In most
places, vehicle service has been deemed a critical service. Please contact
your local dealer to confirm current service hours. For more information on
how Lincoln and your local dealer are working hard to keep you on the road
during these challenging times, please visit Lincoln.com.
*Complimentary Lincoln Pickup & Delivery Service is available for all 2017
model year and newer Lincoln vehicles within the 4-year/50,000 mile New
Vehicle Limited Warranty. Contact your preferred dealer for
important details. Mileage limitations may apply.
© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand
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, 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: Lincoln.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: 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 2021 The Lincoln Motor Company – A Ford Motor Company Brand
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
November 2021
Customer Satisfaction Program 21B09
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 Customer Satisfaction Program for your vehicle with the VIN shown above.
Why are you receiving
this notice?
Your vehicle utilizes a wireless cellular technology called 3G. Cellular
companies began decommissioning 3G in August 2021, and a complete
shutdown of the 3G network will take place in February 2022. An active My
Ford Mobile App account, along with your vehicle’s current 3G modem,
provides you with access to your vehicle through your smart phone. A
complimentary trial for connected services was included with your vehicle at
the time of purchase based on the vehicle’s model year.
What is the effect?
If you utilize services and owner benefits with the My Ford Mobile service,
the decommissioned network will result in a loss of wireless functionality for
connected phone app to vehicle features such as: Lock & Unlock vehicle,
Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, Mileage
(and for electrical vehicles: Preferred Charge Times, Departure Times, Trip
& Charge Logs).
Cellular 3G network decommissioning will not impact control or performance
of your vehicle. If you do not utilize the My Ford Mobile or FordPassTM App
service, you will not notice the effects of the decommissioning.
Additional information about the FordPassTM App and how to connect can be
found on our web site: https://www.ford.com/support/category/fordpass/
NOTE for Focus Electric Owners Only: Certain charge scheduling
functionality (Preferred Charge Times) through the FordPassTM App is not
available at this time, however it is expected to be available with an over the
air update by Summer 2022.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to cover the cost of labor to install a 4G upgrade kit (modem and
antenna). Note, this will require the vehicle owner to purchase the 4G
upgrade kit.
© Copyright 2021 Ford Motor Company
What will Ford and
your dealer do?
(continued)
This Customer Satisfaction Program will be in effect through May 31, 2022
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?
To access complimentary remote features, like start/stop, lock/unlock,
schedule a start, locate vehicle and vehicle status check, please call your
dealer to schedule a service appointment for Customer Satisfaction Program
21B09. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
You will need to purchase the upgraded 4G upgrade kit from your dealer,
download the FordPassTM App and set up an account as needed. Additional
information about the FordPassTM App and how to connect can be found on
our web site: https://www.ford.com/support/category/fordpass/
NOTE: 4G upgrade kit availability may be limited due to supply constraints.
If you do not already have a servicing dealer, you can access
Ford.com/Support for dealer addresses, maps, and driving instructions.
Ford Motor Company recommends you have this service action completed
on your vehicle to experience the benefits and features enabled by the
FordPassTM App. The vehicle owner is responsible for scheduling the work
to be completed.
Once your vehicle has been upgraded with the 4G upgrade kit, use the
FordPassTM App to access complimentary remote features like start/stop, get
important vehicle information like fuel and oil levels, service history and
warranty details at your fingertips. You can receive information about Recalls
and Customer Satisfaction Programs through our FordPassTM App as well.
The app can be downloaded through the App Store or Google Play.
COVID-19
(CORONAVIRUS)
Ford dealerships have implemented enhanced protocols to ensure both your
safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed a
critical service. Please contact your local dealer to confirm current service
hours. For more information on how Ford and your local dealer are working
hard to keep you on the road during these challenging times, please visit
Ford.com/Support.
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, please contact
your dealership's Service Manager for assistance.
© Copyright 2021 Ford Motor Company
Can we assist you
further?
(continued)
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: Ford.com/Support.
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: 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 2021 Ford Motor Company
Customer Satisfaction Program 21B09
Owner Instructions: Smartphone setup to Ford Pass and the new installed 4G System.
Further instructions about the Ford Pass App. can be found at: Ford.com/Support under:
FORDPASSTM CONNECT
1. Download the latest Ford Pass
app.
2. Add vehicle’s VIN to the Ford Pass Garage, with vehicle turned off.
• VIN can be found in the driver side door opening. (Example: 1FADP0EXAMPLE0001)
• Either type in VIN or use photo scan
option.
3. Follow screen prompts in the App
and Display SYNC screen.
• Activate Vehicle on the Phone App.
• With key on, Allow Vehicle
authorization on SYNC screen.
4. Please Wait.
• Approximately 5-10 minutes
for network communications.
• Refresh phone every few
minutes.
5. Lock / Unlock vehicle using the Ford Pass app.
NOTE: If Ford Pass ap does not recognize vehicle after 10 minutes, please perform a
Vehicle SYNC system Master Reset and complete steps 3 through 5 again.
On vehicle’s center display, go to:
o Settings, then General
If you’re having trouble
o Scroll to bottom.
activating, FordGuides are
o Master Reset and return to step #3. above.
here to help: (800) 392-3673
© Copyright 2021 Ford Motor Company