23B21

Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 23B21
April 2023
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 the vehicle’s computers and its
connectivity Gateway Module to not be able to connect to the internet.
What is the effect?
This may result in inoperative smart phone applications with FordPass
features not functioning properly (inability to review the vehicle’s state of
charge, inoperative remote start and/or inoperative remote lock and unlock).
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has released
new software for the Gateway Module. Your vehicle is capable of Ford
Power Up Software Updates.
When Automatic Software Updates are turned ON or the Gateway Module
has been reset, the software will be downloaded to your vehicle over a
private wi-fi network or through your vehicle’s modem through the cellular
network. The software installation will happen after the download.
Note: Refer to ford.com/support for further information on your Ford Power
Up Software Updates system.
Should the software fail to load or install properly, Ford has authorized your
dealer to install 4.2.1.2 Over-The-Air (OTA) software update, free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until March 31, 2024,
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
How long will it take?
The time needed for this software installation is approximately one hour. If
you prefer to go to your dealer for the software update, 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.
 Copyright 2023 Ford Motor Company
What should you do?
For your convenience, Ford is encouraging you to update your vehicle’s
software using Ford Power Up Software Update capabilities. By utilizing this
option, you should not need to take your vehicle to your dealer unless you’re
unable to successfully perform the update.
Note: For vehicles already exhibiting inoperative Ford Pass and connectivity
features, the Gateway Module will need to be reset to allow the Ford-PowerUp update to download to the vehicle. Follow the procedure specific to this
action below to temporarily enable the Ford-Power-Up to download.
Recommendation: Set-up your vehicle. Park in a well-lit area. Make sure
that your vehicle is turned off, your F-150 Lighting Charge Port is Not
connected, and that your vehicle is fully charged prior to proceeding to the
following procedure. Follow this easy procedure:
Beginning of Procedure:
Procedure - Step 1: Access your vehicles body control module fuse box (in
passenger footwell)
Procedure – Step 2: Remove the interior trim Body Control Module cover
by pulling the front of the cover towards the center of the vehicle.
Procedure – Step 3: Remove (20 Amp) Fuse Number 32 for 60 seconds (1
minute) and then reinstall the Fuse. Continue on next page.
 Copyright 2023 Ford Motor Company
What should you do?
(Continued)
Procedure – Step 4: Reinstall the Body Control Module interior trim cover.
End of Procedure.
Note: To complete this software update you will need to confirm Automatic
Software Updates are turned on (See included instructions sheet). You can
look for icons on the in-vehicle screen, as well as see the progress of the
update on your FordPass app or Owner website. The next time you are
driving your vehicle the Automatic Software Update will be performed into
your vehicle.
If you choose to have your dealer install this software, please call your
dealer to schedule a service appointment for Customer Satisfaction Program
23B21. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
If you do not already have a servicing dealer, you can access
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.
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.
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.
 Copyright 2023 Ford Motor Company
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: ford.com/support.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00 AM – 8:00 PM (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: 7:00 AM – 11:00 PM
and Saturday 7:00 AM – 5:00 PM (Eastern Time).
Thank you for your attention to this important matter.
Ford Customer Service Division
 Copyright 2023 Ford Motor Company