23B09

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
April 5, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
PROGRAM TERMS
This program will be in effect through April 5, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
F-150 BEV
2022
Rouge Electrical
Vehicle Center
September 28, 2022 through September 30, 2022
F-150 BEV
2023
Rouge Electrical
Vehicle Center
September 28, 2022 through September 29, 2022
US population of affected vehicles is: 72. Affected vehicles are identified in OASIS.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the high voltage battery coolant tube assemblies were manufactured
with the incorrect material. The affected coolant tube assemblies may allow the following failure
modes to occur:
• Water ingress through a broken spin weld of the coolant tube assembly spigot. Water intruding
into the high voltage battery may cause a wrench light to illuminate causing DTC P0AA6 Hybrid Battery Voltage System Isolation Fault to set, potentially progressing to a battery power
off warning on the next key cycle.
• Coolant may leak due to shrinkage of the coolant tube assembly spigot. DTC P2D06 - Motor
Electronics Coolant Pump 'B' Overspeed/Air in System and/or DTC P2B29 - Hybrid/EV Battery
Pack Coolant Pump 'A' Overspeed /Air in System may set with no customer impact. DTC
P0A3C – Drive Motor 'A' Inverter Over Temperature: Unexpected Operation may set,
potentially leading to over temperature warnings and limited acceleration to occur.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace both high voltage battery coolant tube assemblies. This service must be performed on all
affected vehicles at no charge to the vehicle owner.
 Copyright 2023 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Ford Motor Company’s Customer Relationship Center (CRC) will be proactively reaching out to
affected vehicle owners offering aid in setting up a service appointment. Owner letters will be mailed
on an as needed basis which will be dependent on unsuccessful CRC outreach. 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
Attachment IV:
Affected Vehicle VIN List
Attachment V:
Pick-Up and Delivery Record
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
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,
Stacy L. Balzer
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 1 of 2
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
OASIS ACTIVATION
OASIS will be activated on April 5, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action. See Attachment IV for Affected Vehicle VIN
List.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Dealers are pre-approved for up to 1 day for a comparable rental vehicle. Follow Extended Service
Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the vehicle is
at the dealership for part replacement. Prior approval for more than 1 rental day is required from the
SSSC via the SSSC Web Contact Site.
PICK-UP AND DELIVERY
All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery
service (at participating dealers) in lieu of a rental vehicle.
Eligible Dealers in the 2023 Remote Experience Program for Pick-up & Delivery, refer to EFC12071,
2023 Remote Experience Program, Pick-up & Delivery (PDL) Offset section for details.
Non-Eligible Dealers in the 2023 Remote Experience Program for Pick-up & Delivery are authorized
to claim unique services for completing this program:
• Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up & delivery
services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 2 of 2
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
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 FSAs / 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
• 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
 Sub Code: 23B09
 Customer Concern Code (CCC): D16: HV Battery System Trouble
 Condition Code (CC): D4: Flaw in Material
 Causal Part Number: 10C773, 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.
• Rentals: 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.
• Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup &
Delivery (PDL) Offset section for additional details.
 Copyright 2023 Ford Motor Company
ATTACHMENT II
Page 1 of 2
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace both high voltage battery coolant tube assemblies
23B09B
3.8 Hour(s)
Vehicle Pick-up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program dealers.
NOTE: This allowance is only for dealer-performed vehicle
pick-up/delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.
23B09PP
0.5 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Special Program Part Ordering:
To place an order for the high voltage battery coolant tube assemblies, submit a VIN-specific Part
Order contact via the SSSC Web Contact Site.
Part Number
Description
Order
Quantity
Claim
Quantity
NL3Z-10C773-A
High Voltage Battery Coolant Tube Assembly
2
2
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Order the parts below through normal order processing channels:
Part Number
Description
Order
Quantity
Claim
Quantity
Motorcraft® Yellow Prediluted Antifreeze/Coolant
As Required
(Up to 15.9 Litters per vehicle)
To guarantee the shortest delivery time, an emergency order for parts must be placed.
VC-13DL-G
PARTS RETENTION, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped in accordance with all applicable local, state, and federal environmental protection and
hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that
are under safety, compliance, or emissions recall.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
in accordance with Policy Procedure Bulletin 4000.
 Copyright 2023 Ford Motor Company
ATTACHMENT II
Page 2 of 2
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
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
dealer’s 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.
•
All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.
•
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.
•
After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.).
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 of 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 FSAs require
approval on a single Repair Order, each applicable occurrence will require individual post-repair
approval by the designated employee.
•
 Copyright 2023 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 23B09
April 2023
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
Ford Motor Company’s Customer Relationship Center attempted to contact you prior to this letter.
As part of our Customer Satisfaction Program 23B09 we have identified that your vehicle is equipped
with parts that are not performing as intended, which could result in a degradation of the performance
of your vehicle. Ford is offering to replace these parts free of charge on your vehicle with the VIN
shown above.
Why are you receiving
this notice?
Ford Motor Company has identified that on your vehicle, the high voltage
battery coolant tube assemblies were manufactured with the incorrect
material. The affected coolant tube assemblies may allow water to intrude
into the high voltage battery and/or may allow coolant to leak from the high
voltage battery.
What is the effect?
If water intrudes into the high voltage battery a wrench light may illuminate,
potentially progressing to a battery power off warning on the next key cycle.
If an excessive amount of coolant has leaked from high voltage battery, over
temperature warnings may occur potentially leading to limited acceleration.
What will Ford and
your dealer do?
For the purposes of this program, Ford Motor Company has authorized your
dealer to replace the high voltage battery coolant tube assemblies free of
charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until April 5, 2024
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-full day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time.
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 23B09. Provide the dealer with your VIN,
which is printed near your name at the beginning of this letter.
 Copyright 2023 Ford Motor Company
What should you do?
(Continued)
Vehicle owners affected by this customer satisfaction program have the
option of requesting complimentary Pickup & Delivery service. Please
request Pickup & Delivery through your dealer if you would like to take
advantage of this option.
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 wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
downloaded through the App Store or Google Play. In addition there are
other features such as reserving parking in certain locations and controlling
certain functions on your vehicle (lock or unlock doors, remote start) if it is
equipped to allow control.
Do you need a rental
vehicle?
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 Electric Vehicle Team at 1-800-3923673 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
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM - 11:00PM
and Saturday 7:00AM – 5:00PM (Eastern Time).
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2023 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 23B09
CERTAIN 2022-2023 MODEL YEAR F-150 BATTERY ELECTRIC VEHICLES
(BEVS) — HIGH VOLTAGE BATTERY COOLANT TUBE ASSEMBLY
REPLACEMENT
SERVICE PROCEDURE
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 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 high-voltage symbol. Failure to follow these
instructions may result in serious personal injury or death.
1. Using FDRS or a similar diagnostic scan tool, check for DTCs. Is DTC(s) P0AA6, 		
P2D06, P2B29 and/or P0A3C present?
			
		
Yes - Proceed to Step 2.		
No - Proceed to Step 3.
2. Is DTC P0AA6 present?
			
		
Yes - Contact the SSSC for further instruction.		
No - Proceed to Step 3.
3. Replace both high voltage battery coolant tube assemblies. Please follow the
Workshop Manual (WSM) procedures in Section 414-03A – High Voltage Battery
Coolant Tube Assembly – Electric.
		
NOTE: It is NOT necessary to download and run the Programmable Module Interface 		
(PMI) routine nor is it necessary to reprogram the Battery Energy Control
Module (BECM) and/or update the Powertrain Control Module (PCM) when 		
replacing the coolant tube assemblies.
4. Clear all DTCs.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2023
ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 23B09
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.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2023
ATTACHMENT V
Page 1 of 1
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 23B09
Certain 2022-2023 Model Year F-150 Battery Electric Vehicles (BEVs)
High Voltage Battery Coolant Tube Assembly Replacement
VEHICLE PICK-UP AND DELIVERY RECORD
VIN ____________________________ received:
☐ Pick-up and/or delivery service
As outlined below for the 23B09 Field Service Action program.
☐ Pick-up
– Date: _______________
☐ Delivery
– Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date