14M02 S7

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
May 4, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year
Focus Vehicles Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
REF:
Customer Satisfaction Program 14M02 - Supplement #6
Dated November 7, 2022
REF:
Technical Service Bulletin (TSB) 16-0129
Dated September 26, 2016
New! REASON FOR THIS SUPPLEMENT
• Due to ongoing limited part availability, program terms have been revised.
• Vehicle pickup & delivery has been added.
• Labor allowance table has been updated.
• Additional repairs updated.
• Added Attachment VI Mobile Repair/Vehicle Pickup and Delivery Record.
• Added Attachment VII Mobile Repair Assessment.
New! PROGRAM TERMS
Ford is extending the warranty coverage on the DPS6 automatic transmission TCM to 10 years of
service or 150,000 miles from the warranty start date of the vehicle, whichever occurs first. This
extended warranty coverage will address intermittent symptoms of loss of transmission engagement
while driving, no-start, or a lack of power. Coverage is automatically transferred to subsequent
owners.
For vehicles still covered by the original 14M02 program coverage terms, no changes apply. For
vehicles that have already exceeded either the time or mileage limits, Ford is offering a one-time
replacement of the TCM through June 30, 2025.
NOTE: This program DOES NOT apply to vehicles that qualify for repairs under New Vehicle Limited
Warranty Powertrain coverage or Emissions Warranty coverage. Repairs for vehicles covered by New
Vehicle Limited Warranty or Emissions Warranty should be claimed following Warranty & Policy
Manual guidelines. Refer to TSB 16-0129 for repairs covered by the New Vehicle Limited Warranty or
Emissions Warranty.
NOTE: Limited coverage is available for long-term rental coverage, using 21A08.
VEHICLES COVERED BY THIS PROGRAM
Vehicle
Model Year
Assembly Plant
Build Dates
Fiesta equipped with DPS6
Automatic Transmission
2011-2015
Cuautitlan
November 3, 2009
through June 30, 2015
Focus equipped with DPS6
Automatic Transmission
2012-2016
Michigan
August 1, 2010 through
November 5, 2015
Affected vehicles are identified in OASIS.
REASON FOR PROVIDING EXTENDED COVERAGE
Some of the affected vehicles may exhibit intermittent symptoms of loss of transmission engagement
while driving, no-start, or a lack of power. These symptoms are usually accompanied by a “Check
Engine” light illuminated on the instrument cluster. These concerns may be caused by electrical circuit
failures within the TCM. If the transmission is not serviced, these symptoms may become more
frequent and of longer duration.
SERVICE ACTION
If an affected vehicle exhibits intermittent symptoms of loss of transmission engagement while driving,
no-start, or a lack of power AND it is determined the TCM is the casual part, dealers are authorized to
replace the TCM under this program. This program coverage begins after the expiration of the New
Vehicle Limited Warranty Powertrain coverage and Emissions Warranty coverage. This service must
be performed at no charge to the vehicle owner.
NOTE: As of August 4, 2015, vehicles repaired under 14M02 do not require the completion of 15B22
(if open in OASIS). A claim to 14M02 will automatically close 15B22.
 Copyright 2023 Ford Motor Company
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner notification began on February 21, 2015. Owners of Focus vehicles that were added to the
program population were notified beginning the week of February 13, 2017. Owner letters advising
customers of the revised program terms are expected to start mailing the week of May 8, 2023.
Dealers should repair any affected vehicles that exhibit the covered condition whether or not the
customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Attachment IV:
Dealer Q & A
Attachment V:
DPS6 Extended Warranty Program Coverage Summary
Attachment VI:
Vehicle Pickup & Delivery Record
Attachment VII:
Mobile Service Repair Assessment
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 4
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
New! MOBILE SERVICE REPAIR ASSESSMENT LEVEL
- Not Mobile Service Capable
OASIS ACTIVATION
OASIS was activated on February 20, 2015. OASIS was activated for the additional vehicles added to
the population on February 7, 2017.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for
repairs.
STOCK VEHICLES
Do not perform this program unless the affected vehicle exhibits the covered condition.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer
expires November 30, 2023.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. There
is no expiration date for emergency repair refunds. Non-covered repairs, or those judged by
Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with transmission control module
replacement due to loss of transmission engagement, no-start, or a lack of power.
RENTAL VEHICLES
If a customer's vehicle requires the replacement of the transmission control module and it is
necessary to order parts, 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.
For Long-term rental due to TCM Backorders (Base/Powertrain/Emission/Cust Sat), submit a request
to the SSSC under FSA 21A08 using contact type APPROVAL REQUEST.
New! PICK-UP AND DELIVERY
All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery
service (at participating dealers).
• Dealers participating in the Remote Experience Program - Refer to EFC12071, 2023 Remote
Experience Program, Pickup & Delivery (PDL) Offset section for additional details.
• Dealers NOT participating in the Remote Experience Program - Dealers are authorized to
claim unique services for completing this program, including:
o Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up and
delivery services.
Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation. Refer
to the Claims Preparation and Submission section and Attachment VI for details.
ALTERNATIVE TRANSPORTATION
If a customer is unable or does not wish to rent a vehicle but still requires transportation, the rental
reimbursement allowance can be used for alternative transportation. Alternative transportation is
approved for $100 per day for both Ford and Lincoln customers. The dollar-per-day allowance can be
cumulative across multiple rides per day (e.g., ride to work $20 and ride home $24).
•
Alternative transportation reimbursement can be claimed for both short-term and long-term
scenarios.
•
Any amount more than the cost-per-day limits will be the customer’s responsibility.
•
The customer will need to pay upfront and provide proof of payment to the dealer.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 2 of 4
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
ALTERNATIVE TRANSPORTATION (continued)
• Dealers will then need to submit for reimbursement following the Rental Vehicle
Reimbursement Process and then refund the customer.
Examples of alternative transportation:
• Taxi
• Public Transportation - Subway, Train, or Bus
• Rideshare alternatives (Uber, Lyft, etc.)
New! 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.
• SSSC photo submission is required for prior approval for any related damage claims.
• 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.
New! 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 (14M02) is the sub code.
Additional diagnostic time MT14M02D (up to 2.0 hours) may be claimed on the same repair line
that the FSA is claimed on (prior approval is not required).
o All Diagnostic Trouble Codes (DTCs) that are retrieved must be documented in the
Powertrain DTC fields on the diagnostic code entry screen in order to claim additional
diagnostic time.
Additional labor and/or parts other than additional diagnostic time MT14M02D must be claimed
as related damage on a separate repair line from which the FSA is claimed.
Submit refunds on a separate repair line.
- Program Code: 14M02
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
Multiple refunds should be submitted on one repair line and the invoice details for each repair
should be detailed in the comments section of the claim.
PROGRAM TERMS: For vehicles that exhibit intermittent concerns of loss of transmission
engagement while driving, no-start, or a lack of power, this program extends the coverage of
the Transmission Control Module (TCM) to 10 years of service or 150,000 miles from the
warranty start date of the vehicle, whichever occurs first. If a vehicle has already exceeded
either the time or the mileage limits, this coverage will last through June 30, 2025.
This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle
Limited Warranty or Emissions Warranty. Repairs for vehicles covered by New Vehicle Limited
Warranty or Emissions Warranty should be claimed following Warranty & Policy Manual
guidelines. Refer to TSB 16-0129 for additional details. If the vehicle is beyond Powertrain
Coverage of the New Vehicle Limited Warranty and Emissions Warranty but is covered by an
Extended Service Plan (ESP), claim repairs to this program (FSA 14M02) instead of the ESP
Plan.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 3 of 4
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
New! CLAIMS PREPARATION AND SUBMISSION (continued)
NOTE: Some vehicles covered by 14M02 may also be eligible for coverage by 14M01 (DPS6
Transmission Clutch Shudder / Transmission Input Shaft Seal Warranty Extension) and /or 15B22
(Transmission Control Module Reprogramming for Overt TCM Failure Warning). Always consult
OASIS to determine repairs and coverages that apply.
Rental Vehicle Reimbursement
• For Long-Term (greater than one day) rental due to TCM backorders, including:
o Base Bumper to Bumper Warranty
o Powertrain Warranty
o Emissions Warranty
o Customer Satisfaction Field Service Actions
• Submit a rental request to the SSSC using FSA Contact Type APPROVAL REQUEST.
o Long-Term rentals requests require SSSC approval and must include the following:
 A copy of the emergency order
 A copy of the COPIS ticket showing VIN as VOR
• If SSSC approval was provided under program number 21A08, eligible rental expenses and
the administrative fee should be claimed on an RO line that is separate from the repair.
o Use Misc. Expense Code “RENTAL” for the rental expenses.
o Use sub code 21A08 on the claim.
o The maximum number of days that can be requested on one RO line is 30 days.
o Rental extensions beyond the initial 30-day request must be submitted to SSSC for
approval and require BOHOLD confirmation.
• NOTE: Cancel 30 Day Limit [policy]:
o Emergency ordered parts will auto-cancel after 30 days if not saved on the BOHOLD
screen. Please see page 59 for Backorder Hold Screen instructions. Saving the order
on BOHOLD keeps the original backorder date of the order. When stock becomes
available the depots will ship oldest dates first and the order will stay active until it is
either shipped or cancelled by you.
 To place a part on BOHOLD:
• Click the Update button
• If you choose not to hold the part, select the N from the drop-down
menu in front of the part and it will cancel or do nothing to the part and
the system will auto-cancel once it reaches the 30 day auto-cancel time
limit.
• Click the Update button. If done correctly a Y will appear in the Held Column.
**NOTE – The emergency backordered part will not show up on the BOHOLD Screen until the
order has been on emergency backorder for 23+ days. We recommend checking the BOHOLD
Screen at least once a week to ensure backorders are held if desired.
•
Provision for using non-Ford parts:
o ONLY vehicles outside of or exceeding the 8 years/80,000-mile emissions warranty
coverage period are eligible.
 Program Code: 14M02
 Misc. Expense: FSAOSP
 Amount:
• Up to $400.00 for a used Ford Motor company, refurbished Ford Motor
Company, or aftermarket TCM.
• For a TCM that exceed the above limits, please submit an exception
request to the SSSC for consideration. Any amount exceeding $400.00
will require an approval code for claim payment.
•
NOTE: Vehicles that are still covered by the 8 years/80,000-mile emissions warranty coverage
MUST be serviced with a NEW Ford Motor Company TCM.
 Copyright 2023 Ford Motor Company
ATTACHMENT I
Page 4 of 4
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
New! CLAIMS PREPARATION AND SUBMISSION (continued)
• Pickup & Delivery:
o Dealers participating in the Remote Experience Program - Refer to EFC12071, 2023
Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional
details.
o Dealers NOT participating in the Remote Experience Program - Dealers are authorized
to claim unique services for completing this program, including:
 Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up
and delivery services.
 Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order
documentation.
 Copyright 2023 Ford Motor Company
ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
New! LABOR ALLOWANCES
NOTE: This program DOES NOT apply to vehicles that qualify for repairs under the New Vehicle
Limited Warranty or Emissions Warranty. Repairs for vehicles covered by New Vehicle Limited
Warranty or Emissions Warranty should be claimed following Warranty & Policy Manual guidelines.
Refer to TSB 16-0129 for additional details.
Description
Labor Operation
Labor Time
14M02A
0.3 Hours
14M02B
1.0 Hours
Fiesta Models - Replace Transmission Control Module
(includes time to retrieve DTCs) (Closes FSA 15B22 if open)
(Only for vehicles within 10 year /150,000 mile coverage)
14M02C
1.1 Hours
ONLY for vehicles that have already exceeded either the
time or mileage limits
Focus Models - Replace Transmission Control Module
(includes time to retrieve DTCs) (Closes FSA 15B22 if open)
14M02E
1.0 Hours
ONLY for vehicles that have already exceeded either the
time or mileage limits
Fiesta Models - Replace Transmission Control Module
(includes time to retrieve DTCs) (Closes FSA 15B22 if open)
14M02F
1.1 Hours
Vehicle Pick-up and Delivery Allowance:
NOTE: This allowance is for dealer-performed vehicle pickup/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.
(Non-Remote Experience participating dealers ONLY)
14M02PP
0.5 Hours
M-Time for additional diagnosis of Powertrain DTCs P0805,
P087A, P090B, P090C, P0901, P0902, P2831, P2832,
P2835, P2836, P2837, P285C, P285D, P285E, P2861 or
P2862, only where the TCM is the causal part (may only be
claimed with 14M02B, 14M02C, 14M02E, 14M02F,
14M02PP)
MT14M02D
Up to 2.0 Hours
All vehicles – retrieve DTCs only; TCM replacement not
required
Focus Models - Replace Transmission Control Module
(includes time to retrieve DTCs) (Closes FSA 15B22 if open)
(Only for vehicles within 10 year /150,000 mile coverage)
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number
Description
AE8Z-7Z369-F
Transmission Control Module (includes TCM seals)
Used Original
Equipment Ford
or
Refurbished
Original Equipment
Ford
or
Aftermarket TCM*
•
•
Vehicles that are still covered by the 8 years/80,000mile Emissions warranty coverage MUST be
serviced with a NEW Ford Motor Company TCM.
Vehicles outside of or exceeding the 8 years/80,000mile coverage are authorized to use a used Ford
Motor Company TCM, a refurbished original Ford
TCM, or an aftermarket TCM that will successfully
complete the required Ford software updates.
*Any TCM used must successfully accept the latest Ford TCM software.
The DOR/COR number for this program is 50579.
 Copyright 2023 Ford Motor Company
Order Quantity
1
Claim as
FSAOSP up to
$400
(Includes
markup)
ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed and must have a COPIS ticket showing
VIN as VOR.
IMPORTANT: At the time of publishing, parts are not available in sufficient quantities to service all of
the affected vehicles and therefore backorders may occur. Backorders will cancel on the 30th day if
not placed “on hold”. Be sure to retain backorders via DOES II (BOHOLD screen) or DOW (Backorder
Hold screen) to prevent the backorder from being cancelled.
DEALER PRICE
For latest prices, refer to DOES II.
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 by all applicable local, state, and federal environmental protection and hazardous
material regulations.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by 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
dealer 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.).
PARTS REQUIREMENTS / ORDERING INFORMATION
•
•
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 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
ATTACHMENT VI
Page 1 of 1
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY RECORD
VIN ____________________________ received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 14M02 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up
– Date: _______________
☐ Delivery
– Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date
Attachment VII
Page 1 of 2
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus
Vehicles Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
Mobile Service Repair Assessment
The following assessment will be used to indicate how mobile friendly a program is.
Dealer Bulletin
This system may be broken down by labor operations or models. If the program has an
inspection followed by a potential repair, then the assessment level will be broken down into an
inspection assessment level and a repair assessment level to show the mobile friendliness of
the repair on the vehicle. If the program has multiple repair options (determined by model,
model year or options) then the assessment level will also be determined by the options to show
the mobile friendliness of the repair on the vehicle.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not Mobile Service Capable
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•
– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)
Attachment VII
Page 2 of 2
Customer Satisfaction Program 14M02 - Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus
Vehicles Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
– Enhanced Mobile Service
• Anytime a procedure requires work under the vehicle to have a two-person
process
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock maybe required.
•
•
•
– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs
– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not Mobile Service Repair Capable
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle
ATTACHMENT IV
Page 1 of 2
Customer Satisfaction Program 14M02 – Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
DEALER Q & A
Ford is initiating a customer satisfaction program to extend the warranty for the Transmission Control
Modules in certain 2011-2015 MY Ford Fiesta and 2012-2016 MY Focus vehicles equipped with the
PowerShift 6-speed (DPS6) automatic transmission. Some of the affected vehicles may exhibit
intermittent symptoms of loss of transmission engagement, no-start, or a lack of power. These
symptoms are usually accompanied by a “Check Engine” light illuminated on the instrument cluster.
These concerns may be caused by electrical circuit failures within the transmission control module.
This program extends the coverage of the Transmission Control Module to 10 years of service or
150,000 miles from the warranty start date of the vehicle, whichever occurs first. If a vehicle has
already exceeded either the time or mileage limits, Ford is offering a one-time replacement of the
TCM through June 30, 2025. Coverage is automatically transferred to subsequent owners.
Customers who have previously paid for this repair are eligible for reimbursement until November 30,
2023.
Q1.
A.
Are all Fiesta and Focus vehicles involved in this extended warranty coverage
program?
No, this extended warranty program only applies to vehicles equipped with the DPS6
PowerShift 6-Speed Automatic Transmission. Vehicles equipped with a manual transmission
are not included in this program.
Q2.
A.
What is the issue?
Some of the affected vehicles may exhibit intermittent symptoms of loss of transmission
engagement, no-start, or a lack of power. These symptoms are usually accompanied by a
Check Engine light illuminated on the instrument cluster.
Q3.
A.
What causes this issue?
These concerns may be caused by electrical circuit failures within the transmission control
module.
Q4.
A.
Can there be other causes for this issue?
Yes, intermittent symptoms of loss of transmission engagement, no start, lack of power, and
illumination of the check engine light may be caused by many concerns that are not related to
the transmission control module.
Q5.
Why are customers receiving an extended warranty?
A.
Customers are receiving a warranty extension for added peace of mind.
Q6.
If a vehicle exhibits these symptoms but diagnosis indicates that it is not caused by the
transmission control module, is the repair covered?
No. There can be many causes for the symptoms that are described. If diagnosis indicates
that the transmission control module is not the causal component, diagnosis and repairs are
not covered under this program.
A.
 Copyright 2023 Ford Motor Company
ATTACHMENT IV
Page 2 of 2
Customer Satisfaction Program 14M02 – Supplement #7
Certain 2011 through 2015 Model Year Fiesta and 2012 through 2016 Model Year Focus Vehicles
Equipped with a DPS6 Automatic Transmission
Transmission Control Module Extended Warranty Coverage
Q7.
A.
Is this issue related to the existing extended warranty coverage program 14M01 for
leaking transmission input shaft seals that was released last year?
No. While many vehicles are included in both programs, the components covered in each are
unrelated. This extended warranty program and 14M01 are designed to ensure peace of mind
and customer satisfaction related to the transmission control module, software calibration,
clutch, and potentially leaking transmission input shaft seals.
Q8.
A.
Will this action fix the complaint many customers are having about shift quality?
While the transmission can have a unique feel compared to a traditional automatic, it offers
customers both fuel efficiency and performance benefits. This extended warranty program and
14M01 are designed to ensure peace of mind and customer satisfaction related to the
transmission control module, software calibration, clutch, and potentially leaking transmission
input shaft seals. They are not designed to address the potentially unique shift feel of the
PowerShift Transmission.
Q9.
A.
How confident are you that this repair will resolve this issue?
We expect the repair will address this issue. If our customers experience additional symptoms
related to this Transmission Control Module issue, the extended warranty will cover them for
10 years or 150,000 miles.
Q10.
A.
Are vehicles currently in production affected?
Fiesta vehicles produced on or before June 30, 2015 and Focus vehicles produced on or
before November 5, 2015 are included in this program. Ford has made updates to modules in
vehicles currently being produced, and will continue to monitor warranty data.
 Copyright 2023 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 14M02
May 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?
Service Engine Soon
indicator
For your peace of mind, Ford Motor Company is extending the warranty
coverage on the transmission control module (TCM). This increases the
TCM warranty coverage to a total of 10 years or 150,000 miles from the
warranty start date, whichever occurs first.
NOTE: Your vehicle may exhibit symptoms of intermittent loss of
transmission engagement while driving, no-start, or lack of power, usually
accompanied by an illuminated Service Engine Soon indicator on the
instrument cluster.
If your vehicle has already exceeded either time or mileage limits listed
above, Ford is offering a one-time replacement of the TCM through
June 30, 2025. Coverage is automatically transferred to subsequent
owners.
What will Ford and
your dealer do?
If your vehicle's TCM requires replacement and your vehicle is within the
indicated time/mileage limitations, Ford Motor Company has authorized your
dealer to replace the TCM free of charge (parts and labor).
How long will it take?
If the TCM requires replacement, 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. Additional time may be
required to allow the engine to cool prior to performing this repair.
What should you do?
You do not need to return to your dealer for this repair unless your vehicle
exhibits intermittent loss of transmission engagement while driving, no-start,
lack of power, or an illuminated Service Engine Soon indicator. Please keep
this letter as a reminder of the extended warranty coverage for your TCM. If
your TCM requires replacement, and your vehicle is within the indicated
time/mileage limitations, contact your dealer for a service date. Provide the
dealer with the VIN of your vehicle and request a service date for Customer
 Copyright 2023 Ford Motor Company
What should you do?
(continued)
Satisfaction Program 14M02. The VIN is printed near your name at the
beginning of this letter. Your dealer will replace the part at no charge.
If you do not already have a servicing dealer, you can access
ford.com/support for dealer addresses, maps, and driving instructions.
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.
Have you previously
paid for this repair?
If you paid to have this service done before the date of this letter, you may
be eligible for a refund. Refunds will only be provided for service related to
repair description. To verify eligibility and expedite reimbursement, give your
paid original receipt to your dealer before November 30, 2023. To avoid
delays, do not send receipts to Ford Motor Company.
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 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 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).
As part of the Ford community, we appreciate your attention to this important matter and your
continued loyalty.
Ford Customer Service Division
 Copyright 2023 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 4
CUSTOMER SATISFACTION PROGRAM 14M02-S7
CERTAIN 2011 THROUGH 2015 MODEL YEAR FIESTA AND 2012 THROUGH
2016 MODEL YEAR FOCUS VEHICLES EQUIPPED WITH A DPS6 AUTOMATIC
TRANSMISSION — TRANSMISSION CONTROL MODULE EXTENDED
WARRANTY COVERAGE
SERVICE PROCEDURE
TCM Diagnosis
NOTE: A failing or failed TCM will exhibit at least one of the TCM Customer Symptoms AND may exhibit 		
one of the Diagnostic Trouble Codes (DTCs) listed below:
TCM Customer Symptom(s)
• Intermittent no-start
• Intermittent vehicle loss of power
• Intermittent loss of transmission engagement while driving
•  Message in the message center flashes "Hill Start Assist Not Available"
•  Message in the message center indicates "Parking Aid Malfunction/Service Required"
           • Transmission gear selector "PRNDL/S" indicator on the instrument cluster blinks or flashes
Diagnostic Trouble Code(s)
•  P0606 - TCM Internal Failure
•  U0100 - Lost Communication With ECM/PCM
•  U0101 - Lost Communication With TCM
•  U1013 - Invalid Internal Control Module Monitoring Data Received From TCM
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
ATTACHMENT III
PAGE 2 OF 4
CUSTOMER SATISFACTION PROGRAM 14M02-S7
Diagnostic Procedure
NOTE: If diagnosis determines the TCM is not the cause of the concern, only the cost of diagnostic time 		
to retrieve DTCs will be covered by this extended coverage program. The customer should be 		
  notified of this before proceeding.
Review the TCM
Customer Symptom list.
Does one of the symptoms
match the customer concern?
No
Concern is not related to
or covered by this program.
Yes
Connect IDS and retrieve DTCs
Is a DTC P0606, U0100, U0101 or
U1013 retrieved?
No
Were any of the following
DTC's retrieved? P0805, P087A,
P090B, P090C, P0901, P0902,
P2831, P2832, P2835, P2836, P2837,
P285C, P285D, P285E,
P2861 or P2862.
No
Concern is not related to
or covered by this program.
Yes
Perform diagnosis for DTCs retrieved using
"MT" (actual) time, as directed using the
Workshop Manual (WSM) and/or PCED
Manual. Did WSM and or PCED Manual
diagnosis direct replacement of the TCM?
No
Yes
Replace the TCM.
Please follow WSM Section 307-01.
Notes:
- Document all DTC’s retrieved on the Repair Order.
- Download TCM information to IDS using Programmable Module Installation (PMI)
routine before TCM removal.
- Replace the TCM
- Upload the TCM info to the TCM using the PMI routine.
- Perform PCM/TCM Reprogramming procedures using IDS release 114.04 or higher.
- Perform TCM adaptive learning as directed in WSM Section 307-01.
- Clear all DTC’s after reprogramming.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
Concern is not related to
or covered by this program.
ATTACHMENT III
PAGE 3 OF 4
CUSTOMER SATISFACTION PROGRAM 14M02-S7
Module Reprogramming - General Information
NOTE: Reprogram appropriate vehicle modules and clear all Diagnostic Trouble Codes (DTCs) after
  rogramming. For DTCs generated after reprogramming, follow normal diagnostic service
procedures.
1. Connect a battery charger to the 12V battery.
							
2. Perform reprogramming using IDS release 96.03 or higher.
NOTE: Calibration files may also be obtained at www.motorcraftservice.com.
NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.
3. Disconnect the battery charger from the 12V battery, once reprogramming has completed.
Important Information for Module Programming
														
NOTE: When programming or reprogramming a module, use the following basic checks to ensure                    
programming completes without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and
  connect IDS/scan tool to a power source.
• Inspect Vehicle Communication Module (VCM) and cables for any damage. Make sure scan tool
connections are not interrupted during programming.
    
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC  
system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable IDS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions Key On Engine Off (KOEO). Starting the vehicle before creating a session will
cause errors within the programming inhale process.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023
   
ATTACHMENT III
PAGE 4 OF 4
CUSTOMER SATISFACTION PROGRAM 14M02-S7
Recovering a module when programming has resulted in a blank module:
NEVER DELETE THE ORIGINAL SESSION!
a. Obtain the original IDS that was used when the programming error occurred during Module
    Reprogramming (MR) or Programmable Module Installation (PMI).
b. Disconnect the VCM from the Data Link Connector (DLC) and the IDS.
c. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should     
    appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.
d. Locate the ORIGINAL vehicle session when programming failed. This should be the last session used     
in most cases. If not, use the session created on the date that the programming failed.
NOTE: If the original session is not listed in the previous session list, click the ''Recycle Bin'' icon at the
lower right of the previous session screen. This loads any deleted sessions and allows you to 		
look through them. Double-click the session to restore it.
e. Once the session is loaded, the failed process should resume automatically.
f. If programming does not resume automatically, proceed to the Module Programming menu and select     
   the previously attempted process, PMI or MR.
g. Follow all on-screen prompts/instructions.
h. The last screen on the IDS may list additional steps required to complete the programming process.
    Make sure all applicable steps listed on the screen are followed in order.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2023