16B02C

Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
March 22, 2016
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
DELIVERY HOLD - Customer Satisfaction Program 16B02
Certain 2012-2016 Model Year Focus Electric Vehicles
High Voltage Lower Battery Connector Corrosion
PROGRAM TERMS
This program will be in effect through May 31, 2017. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Focus Electric
2012-2016
Michigan
September 15, 2011 through December 9, 2015
This Customer Satisfaction Program applies to vehicles originally sold in, or currently registered in the
following states:
Connecticut
Iowa
Minnesota
Ohio
Delaware
Maine
Missouri
Pennsylvania
District of Columbia
Maryland
New Hampshire
Rhode Island
Illinois
Massachusetts
New Jersey
Vermont
Indiana
Michigan
New York
West Virginia
Wisconsin
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In the affected vehicles, corrosion on the high voltage lower battery connector may cause deformation
of the connector allowing water ingress. Water ingress into the high voltage lower battery could result
in a high voltage circuit isolation fault with a “Stop Safely Now” message displayed in the message
center. If this occurs, the vehicle may not restart once it has been shut off.
SERVICE ACTION
Before delivering any of the vehicles involved in this program, dealers are to remove the high voltage
lower battery from the vehicle, clean and inspect the high voltage lower battery connector, apply
corrosion protection, install a protective shield and reinstall the high voltage lower battery in the
vehicle. This service must be performed on all affected vehicles at no charge to the vehicle owner.
NOTE: The high voltage lower battery in some vehicles may require shipment to a specialized facility
to complete repairs.
 Copyright 2016 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Due to capacity constraints to repair the high voltage lower battery, and to assist dealers in managing
customer expectations, owners of affected vehicles will be notified in four separate mailings. Mailing
will begin by March 28, 2016. Dealers should repair any affected vehicles that arrive at their
dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,
Michael A. Berardi
 Copyright 2016 Ford Motor Company
ATTACHMENT I
Page 1 of 2
DELIVERY HOLD - Customer Satisfaction Program 16B02
Certain 2012-2016 Model Year Focus Electric Vehicles
High Voltage Lower Battery Connector Corrosion
OASIS ACTIVATION
OASIS will be activated on March 21, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 21,
2016. Owner names and addresses will be available by May 20, 2016.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty
and policy guidelines for related damage claims. No SSSC approval is required for these
vehicles:
o Ford vehicles – 3 years or 36,000 miles
• 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.
OWNER REFUNDS
Refunds are not approved for this program.
 Copyright 2016 Ford Motor Company
ATTACHMENT I
Page 2 of 2
DELIVERY HOLD - Customer Satisfaction Program 16B02
Certain 2012-2016 Model Year Focus Electric Vehicles
High Voltage Lower Battery Connector Corrosion
RENTAL VEHICLES
Dealers are pre-approved for up to 14 days for a comparable rental vehicle if the inspection results
determine the high voltage lower battery must be shipped to Piston Group for repair. Follow Extended
Service Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the days the
vehicle is at the dealership for battery repair. Prior approval for more than 14 rental days is required
from the SSSC via the SSSC Web Contact Site.
CLAIMS PREPARATION AND SUBMISSION
• Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
o DWE: refer to ACESII manual for claims preparation and submission information.
o OWS: when entering claims in DMS software, select claim type 31: Field Service Action.
The FSA number (16B02) is the sub code.
• Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
• For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar amounts.
Enter the total amount of the rental expense under Miscellaneous Expense code "Rental".
• A parts handling allowance is being provided if the high voltage lower battery is shipped to
Piston Group for repair. To claim the allowance, enter $590.00 as "HANDLG" in the "MISC
EXPENSE" area of the claim form.
• An allowance is being provided for locally obtaining Daubert NOX RUST® 7703-W. To claim
the allowance, enter up to $25.00 as “OTHER” in the “MISC EXPENSE” area of the claim
form.
• PROGRAM TERMS: This program will be in effect through May 31, 2017. There is no
mileage limit for this program.
 Copyright 2016 Ford Motor Company
ATTACHMENT II
Page 1 of 1
DELIVERY HOLD - Customer Satisfaction Program 16B02
Certain 2012-2016 Model Year Focus Electric Vehicles
High Voltage Lower Battery Connector Corrosion
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Remove High Voltage Lower Battery, Clean and Inspect
Connector (PASSES), Apply Corrosion Protection, Install
Connector Shield and Reinstall High Voltage Lower Battery
16B02B
1.8 Hours
Remove High Voltage Lower Battery, Clean and Inspect
Connector (FAILS), Ship Battery to Piston Group, Install
Connector Shield and Reinstall High Voltage Lower Battery
16B02C
2.3 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity
Part Number
Description
CM5Z-9916A315-A
High Voltage Lower Battery Connector Shield
CM5Z-8A424-A
Coolant Filter (only required if battery repaired)
1
1 as required
®
7703-W
Daubert NOX RUST (available in aerosol spray can)
(obtain from
https://www.daubertchemical.com/store/productlist/corrosion-prevention/nox-rust-7703-w )
1
Claim as
MISC OTHER
The DOR/COR number for this program is 51027.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy.
DEALER PRICE
For latest prices, refer to DOES II.
HANDLING ALLOWANCE
If the high voltage lower battery must be shipped to Piston Group for repairs as part of this program, a
handling allowance of $590.00 may be claimed.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 “WARRANTY PARTS
RETENTION AND RETURN POLICIES.”
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
 Copyright 2016 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
CERTAIN 2012-2016 MODEL YEAR FOCUS ELECTRIC VEHICLES — HIGH
VOLTAGE LOWER BATTERY CONNECTOR CORROSION
OVERVIEW 										
													
In the affected vehicles, corrosion on the high voltage lower battery connector may cause deformation of
the connector allowing water ingress. Water ingress into the high voltage lower battery could result in a
high voltage circuit isolation fault with a "Stop Safely Now" message displayed in the message center. If
this occurs, the vehicle may not restart once it has been shut off. Dealers are to remove the high voltage
lower battery from the vehicle, clean and inspect the high voltage connector, apply corrosion protection,
install a protective shield and reinstall the high voltage lower battery in the vehicle.
NOTE: The high voltage lower battery in some vehicles may require shipment to a specialized facility to 		
complete repairs.
SERVICE PROCEDURE
High Voltage Lower Battery Removal and Connector Inspection - (All Vehicles) - Page 2.
Apply Corrosion Protection - (If No Connector Damage Present) - Page 5.
Battery Repair Process - (If Connector Damage Present) - Page 6.
High Voltage Lower Battery Connector Shield Installation - (All Vehicles) - Page 7.
WARNING: Service of the high voltage system on this vehicle is restricted to qualified personnel.
The required qualifications vary by region. Always observe local laws and legislative directives
regarding electric vehicle service. Failure to follow this instruction may result in serious personal
injury or death.
WARNING: To prevent the risk of high-voltage shock, always follow precisely all warnings and
service instructions, including instructions to depower the system. The high-voltage system
utilizes approximately 300 volts DC, provided through high-voltage cables to its components and
modules. The high-voltage cables and wiring are identified by orange harness tape or orange wire
covering. All high-voltage components are marked with high-voltage warning labels with a highvoltage symbol. Failure to follow these instructions may result in serious personal injury or death.
WARNING: Never install the service disconnect plug when a high-voltage service cover is
removed. Always install the cover prior to connecting the service disconnect plug. The cover
prevents inadvertent contact with the high voltage which is present at several points under the
cover. Failure to follow these instructions may result in serious personal injury or death.
WARNING: Disconnect the 12 volt battery before servicing the direct current to alternating current
(DC-AC) inverter or alternating current (AC) powerpoint to prevent the risk of high voltage shock.
Failure to follow this instruction may result in serious personal injury.
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
ATTACHMENT III
PAGE 2 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
High Voltage Lower Battery Removal and Connector Inspection (All Vehicles)
1. Remove the high voltage lower battery. Please follow the Workshop Manual (WSM) procedures in 		
Section 414-03A.
2. Inspect the three connectors on the LH side of the high voltage lower battery for cracking. 		
See Figures 1a and 1b.
- Are cracks present on any of the three connector bodies?						
		
YES - The high voltage lower battery must be shipped to Piston Group for repair.
Proceed to Battery Repair Process on Page 6.
NO - Proceed to Step 3.
CRACKING
CRACKING
1574A
FIGURE 1a
FIGURE 1b
3. Apply tape (masking, electrical or duct) to the connector faces to protect the terminals and keep the 		
connector housing clean. See Figure 2.
HIGH VOLTAGE
CONNECTORS
STUD FOR
MISSING NUT
STUD
1574BFOR
MISSING NUT
FIGURE 2
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 3 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
4. Using a brass wire brush, throughly clean the areas surrounding the three high voltage connectors to
aluminum plate mating surfaces. Using compressed air, clean the loose debris from the connectors.
See Figures 3a and 3b.
ALUMINUM
PLATE
BRASS WIRE
BRUSH
1574C
FIGURE 3a
FIGURE 3b
5. Attempt to insert a 0.003 in. (0.076 mm) feeler gauge between the aluminum plate and the top and
sides of the two smaller high voltage connectors and the sides of the large high voltage connector.
See Figures 4a and 4b.
		 - Does the feeler gauge fit between the aluminum plate and the connectors at one or more of the
		 locations indicated in Figure 4a?
		
YES - The high voltage lower battery must be shipped to Piston Group for repair.
Proceed to Battery Repair Process on Page 6.
		
NO - Proceed to Step 6.
0.003 in. (0.076 MM)
FEELER GAUGE
0.003 in. (0.076 MM)
FEELER GAUGE
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
1574D
FIGURE 4a
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
FIGURE 4b
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 4 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
6. Attempt to insert a 0.015 in. (0.380 mm) feeler gauge between the aluminum plate and the top and
bottom of the large high voltage connector. See Figure 5.
					
		 - Does the feeler gauge fit between the aluminum plate and the large high voltage connector?
		
YES - The high voltage lower battery must be shipped to Piston Group for repair. 		
		
Proceed to Battery Repair Process on Page 6.
		
NO - Proceed to Apply Corrosion Protection below.
0.015 in. (0.380 MM)
FEELER GAUGE
1574E
FIGURE 5
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 5 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
Apply Corrosion Protection (If No Connector Damage Present)
1. Ensure the tape is completely covering the connector faces. See Figure 6a.
2. Spray Daubert NOX-RUST® 7703-W generously around the perimeter of all three connector to 		
aluminum plate mating surfaces. See Figure 6b.
• Allow the corrosion protection to penetrate for a minimum of ten minutes.
3. Apply a second coat of corrosion protection.
4. Install the high voltage lower battery into the vehicle. Please follow the WSM procedures in			
Section 414-03A.
5. Proceed to High Voltage Lower Battery Connector Shield Installation on Page 7.
1574F
FIGURE 6a
FIGURE 6b
STUD FOR
MISSING NUT
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
ATTACHMENT III
PAGE 6 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
Battery Repair Process (If Connector Damage Present)
NOTE: The battery repair process must only be completed if directed in High Voltage Battery Removal 		
and Connector Inspection steps 2, 5, or 6.
1. Locate and record the high voltage lower battery serial number. See Figure 7.
NOTE: The battery serial number and battery connector inspection results will be required when			
submitting a Battery Repair Approval Request.
FRONT
SERIAL
NUMBER
SERIAL
NUMBER LABEL
1574M
FIGURE 7
2. Create a Special Service Support Center (SSSC) Battery Repair Approval Request via the SSSC
Web Contact Site for battery repair approval and instructions. 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.
NOTE: High Voltage Battery Shipping Instructions will be e-mailed or faxed from the SSSC when a
		
battery repair is approved. Please provide a valid e-mail address (preferred) or fax number when 		
submitting a battery repair approval request.
3. Once the repaired battery has been returned from Piston Group to the dealership, install the high		
voltage lower battery into the vehicle. Please follow the WSM procedures in section 414-03A.
4. Proceed to High Voltage Lower Battery Connector Shield Installation on Page 7.
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
ATTACHMENT III
PAGE 7 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
High Voltage Lower Battery Connector Shield Installation (All Vehicles)
1. Remove the LH wheel and tire. Please follow the procedures in WSM Section 204-04A.
2. Remove the LH rear fender well splash shield spring clip washer. See Figure 8.
FRONT OF
VEHICLE
SPRING CLIP
WASHER
LH REAR FENDER WELL
SPLASH SHIELD
1574G
FIGURE 8
3. Remove the bolt thread rubber cap. See Figure 9.
FRONT OF
VEHICLE
BOLT THREAD
RUBBER CAP
LH PARKING
BRAKE CABLE
STUD FOR
HIGH VOLTAGE
MISSING
NUT
BATTERY
SHIELD
STUD
1574HFOR
MISSING NUT
FIGURE 9
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
PLACE COPY HERE
ATTACHMENT III
PAGE 8 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
4. Remove the high voltage battery shield bolt and push pin. See Figure 10.
FRONT OF
VEHICLE
PUSH PIN
HIGH VOLTAGE
BATTERY SHIELD
HIGH VOLTAGE BATTERY
SHIELD BOLT
1574I
FIGURE 10
5. Position the top of the high voltage battery connector shield behind the LH rear brake hose and trailing 		
arm. See Figure 11.
SPRING CLIP
WASHER STUD
LH REAR
BRAKE HOSE
HIGH VOLTAGE BATTERY
CONNECTOR SHIELD
LH TRAILING
ARM
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
1574J
FIGURE 11
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
STUD FOR
ATTACHMENT III
PAGE 9 OF 9
CUSTOMER SATISFACTION PROGRAM 16B02
6. Install the LH rear fender well splash shield spring clip washer. See Figure 12.
FRONT OF
VEHICLE
LH REAR FENDER WELL
SPLASH SHIELD
SPRING CLIP
WASHER
HIGH VOLTAGE BATTERY
CONNECTOR SHIELD
1574K
FIGURE 12
7. Install the high voltage battery shield bolt and push pin. See Figure 13.
• Tighten the high voltage battery shield bolt to 20 lb.ft (27 Nm).
FRONT OF
VEHICLE
PUSH PIN
HIGH VOLTAGE BATTERY
CONNECTOR SHIELD
HIGH VOLTAGE
BATTERY SHIELD
LH TRAILING
ARM
STUD FOR
MISSING NUT
HIGH VOLTAGE BATTERY
SHIELD BOLT
STUD FOR
MISSING NUT
1574L
FIGURE 13
STUD FOR
MISSING NUT
NOTE: The bolt thread rubber cap must be reinstalled. Failure to install the cap may result inPLACE
parkingCOPY
		 HERE
brake cable damage.
8. Install the bolt thread rubber cap. See Figure 9.
9. Install the LH wheel and tire. Please follow the procedures in WSM Section 204-04A.
PLACE COPY HERE
PLACE COPY HERE
CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
3/2016
STUD FOR
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March 2016
Customer Satisfaction Program 16B02
Programa de satisfacción del cliente 16B02
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Ford Motor Company, we are committed not only to building high quality, dependable products, but
also to building a community of happy, satisfied customers. To demonstrate that commitment, we are
providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above.
Why are you
receiving this notice?
On your vehicle, it may be possible for corrosion on the high voltage lower
battery connector to cause deformation of the connector allowing water
intrusion. Water intrusion into the high voltage lower battery could result in a
circuit isolation fault that will cause a “Stop Safely Now” message to display
in the message center. If this occurs, you may not be able to restart your
vehicle after it has been shut off.
“Stop Safely Now”
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to inspect the high voltage lower battery connector and service
as required, and then install a protective shield free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until May 31, 2017
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this repair is usually less than one-half day. However,
depending on the condition of the high voltage lower battery connector, your
dealer may need your vehicle for up to two weeks to complete repairs.
What should you do?
Please call your dealer without delay and request a service date for
Customer Satisfaction Program 16B02. Provide your dealer with your VIN,
which is provided above, and request that your dealer order parts to repair
your vehicle.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.
 Copyright 2016 Ford Motor Company
Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed.
Do you need a rental
vehicle?
If your dealer determines that the high voltage lower battery connector is
damaged, your dealer is authorized to provide a rental vehicle for your
personal transportation at no charge (except for fuel, insurance, and tax)
while your vehicle is at the dealership for repairs. Please see your dealer for
guidelines and limitations.
What if you no longer
own this vehicle?
If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.
Can we assist you
further?
If you have difficulties getting your vehicle repaired promptly and without
charge, please contact your dealership's Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: www.Fordowner.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).
Para asistencia en
Español
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.ford.com/tools/account/maintenance/recalls.html
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de
Relación con Clientes al 1-866-436-7332 y presione 2 para Español.
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2016 Ford Motor Company