23B49

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
August 15, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 23B49
Certain 2021 - 2023 Model Year Aviator Vehicles Equipped With SYNC
Reprogram Accessory Protocol Interface Module
REF :
SSM 51338 2020-2023 Aviator - Center Display Screen Will Not Shift To Night Mode
Or Lines On Center Display Screen With Multi Color Or Rainbow Hue
PROGRAM TERMS
This program will be in effect through August 31, 2024. There is no mileage limit for this program.
FSA VIN Lists are expected to be available by August 29, 2023.
AFFECTED VEHICLES
Vehicle
Model Year
Aviator
2021 - 2023
Assembly Plant
Build Dates
Chicago
June 4, 2020 through April 6, 2023
Chicago SHO Center
September 28, 2020 through March 13, 2023
US population of affected vehicles: 35,590. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair.
This program supersedes SSM 51338 for 2021 – 2023 Model Year vehicles.
REASON FOR THIS PROGRAM
In some of the affected vehicles, due to a software anomaly, the vehicle owner may intermittently
observe multicolored lines on the SYNC screen.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to update the
Accessory Protocol Interface Module (APIM) to the latest software version. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
To assist vehicle owners to have this repair completed, dealers should:
• Arrange for a mobile repair at the owner’s location, or:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-up and delivery, and mobile service should be made available for all customers. Refer to
the Rental and Claiming sections for further details.
NOTE: Vehicle owners can also perform this update using a USB memory device.
© Copyright 2023 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed by the fourth quarter of 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle 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
Administrative Information
Page 1 of 4
Customer Satisfaction Program 23B49
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Mobile Reprogramming
MOBILE REPAIR RECOMMENDATIONS
• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
• Transportation – due to the simplicity of this repair, a specialty vehicle is not required.
MOBILE REPAIR ADDITIONAL INFORMATION
Please ensure the technician brings the following to the mobile repair destination:
• Printed Technical Instructions
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Lincoln logos are recommended.
MOBILE REPAIR QUESTIONS AND ASSISTANCE
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
o Ford Dealers refer to Electronic Field Communication - EFC12071 2023 Remote
Experience Program.
o Lincoln Retailers refer to Electronic Field Communication – EFC12074 2023 Lincoln Mobile
Service Experience Program.
Dealers NOT participating in the 2023 Remote Experience Program:
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
OASIS ACTIVATION
OASIS will be activated on August 15, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com by August 29,
2023. Owner names and addresses will be available by fourth quarter 2023.
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.
© Copyright 2023 Ford Motor Company
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B49
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• 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.
• 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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title 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
February 15, 2024.
• 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with APIM software update to address
multicolored lines in the SYNC display.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN PICK-UP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pick-up and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC12060,
2023 Lincoln Pick-up & Delivery Updates.
© Copyright 2023 Ford Motor Company
Administrative Information
Page 3 of 4
Customer Satisfaction Program 23B49
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 Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before 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: 23B49
▪ Customer Concern Code (CCC): A86
▪ Condition Code (CC): 04.
▪ Causal Part Number: 14G371, 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 the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Lincoln Pick-up & Delivery: Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up
to 2 days) should be submitted on a separate line from the FSA. Refer to EFC12060,
2023 Lincoln Pick-Up & Delivery Updates for details.
•
Refunds: Submit refunds on a separate repair line.
- Program Code: 23B49
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o 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.
© Copyright 2023 Ford Motor Company
Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B49
•
Mobile Repair:
o Dealers participating in the Remote Experience Program –
▪ Ford Dealers refer to Electronic Field Communication - EFC12071 2023
Remote Experience Program.
▪ Lincoln Retailers refer to Electronic Field Communication – EFC12074 2023
Lincoln Mobile Service Experience Program.
o Dealers NOT participating in the Remote Experience Program –
▪ Mobile repair allowances can be claimed for dealer-performed mobile repairs.
Dealers that are working with Ford-contracted mobile repair companies should
refer to those companies for claiming instructions.
▪ For dealer-performed mobile repairs, retain a copy of the Service Management
signed record with the repair order documentation.
▪ Claim the mobile repair allowance Labor Operation Code 23B49MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).
© Copyright 2023 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 23B49
LABOR ALLOWANCES
Description
Update APIM to latest software level
Mobile Service:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
Can be used when the repair takes place away from the
dealership
If Additional Time is Required Due to Travel, Please Submit
an SSSC Approval Form
Labor Operation
Labor Time
23B49B
0.8 Hours
23B49MM
0.5 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
© Copyright 2023 Ford Motor Company
Lincoln
P. O. Box 1904
Dearborn, Michigan 48121
September 2023
Customer Satisfaction Program 23B49
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Lincoln, 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, the SYNC screen software may contain an anomaly.
What is the effect?
You may intermittently observe multicolored lines on the SYNC screen in
your vehicle. These lines are not permanent and have no effect on SYNC
functions.
What will Lincoln and
your retailer do?
In the interest of customer satisfaction, Lincoln has authorized your retailer
to reprogram the Accessory Protocol Integration Module (APIM) free of
charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until August 15, 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-half day. However, due to
service scheduling requirements, your retailer may need your vehicle for a
longer period of time.
What should you do?
Please call your retailer without delay to schedule a service appointment for
Customer Satisfaction Program 23B49. Provide the retailer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
You can also perform this update using a USB memory device, or via your
home Wi-Fi. The instructions can be found at the following website →
https://www.ford.com/support/sync-maps-updates/.
Lincoln owners affected by this program have the option of requesting
complimentary Pickup & Delivery service with a Lincoln vehicle for use
during service. Please request Lincoln Pickup & Delivery through your
retailer if you would like to take advantage of this option.
© Copyright 2023 Lincoln – A Ford Motor Company Brand
What should you do?
(continued)
If you do not already have a servicing retailer, you can access
Lincoln.com/support for retailer addresses, maps, and driving instructions.
Lincoln 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 The Lincoln Way: Lincoln Owner App. The
app can be downloaded through the App Store or Google Play. In addition,
there are other features such as 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 have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct procedures were used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to reprogramming the APIM to address multicolored lines on the
SYNC display. To verify eligibility and expedite reimbursement, give your
paid original receipt to your retailer before February 15, 2024. To avoid
delays, do not send receipts to Lincoln.
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 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 retailer’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact Lincoln,
contact information is available at Lincoln.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.
Lincoln
© Copyright 2023 Lincoln – A Ford Motor Company Brand
TECHNICAL INSTRUCTIONS
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 23B49
CERTAIN 2021-2023 MODEL YEAR LINCOLN AVIATOR VEHICLES —
ACCESSORY PROTOCOL INTERFACE MODULE (APIM) SOFTWARE UPDATE
SERVICE PROCEDURE
Module Programming
1. Connect a battery charger to the 12 Volt (V) battery.
NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not
the 12V battery negative terminal to prevent the battery saver mode from activating on the
vehicle.
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure 		
there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly
connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during 		
module configuration.
2. Launch Ford Diagnostic and Repair System (FDRS).
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is 		
run. Vehicle identification data appears on the screen when this is complete.
3. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures 		
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
4. Select Toolbox tab.
NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. Make sure the USB
flash drive being used is formatted correctly. To see the available drives, hold down the Windows
icon keyboard key and press the E keyboard key. Right click on the USB flash drive and select
Properties. If File System under the General tab is not exFAT, the drive must be formatted. To
format the USB flash drive, right click on the USB flash drive, select Format, select exFAT for the
File System, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick
Format box is selected. If it is not selected, it will result in a lengthier operation.
5. There will be a prompt to restart the vehicle in the vehicle SYNC touchscreen. With the USB drive still
in the vehicle, turn the vehicle ignition OFF and open the driver’s door to allow the vehicle to power
down. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle
and opening the driver's door. Allow the vehicle to sit powered down for at least 5 minutes.
6. With the USB drive still in the vehicle and after waiting 5 minutes, close the driver’s door and turn the
vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the
vehicle SYNC touchscreen.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2023
TECHNICAL INSTRUCTIONS
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 23B49
7. Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the
USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and
select OK on the FDRS. This initiates the remaining automated configuration steps and reports the
GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP),
and application software levels to the Ford online database. Failure to follow this step results in
an inaccurate database as well as omitted, improperly installed, or improperly configured applications
(features) such as navigation (if equipped). It is normal for the GWM to reset during this step.
NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain
closed until the SYNC screen prompts A RESTART IS REQUIRED. To view the progress, you can
drop down the updating screen in the SYNC screen.
8. When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart
Required. The ignition needs to be turned off for 10 minutes. Open the driver's door, then close it to
allow the vehicle to completely power down. During this ignition off time, the screen continues through 		
a reboot process.
9. After the 10 minutes, start the vehicle and allow another 5 minutes for the Update Successful message
to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may
be removed, and the doors opened.
10. Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the
procedure.
11. Click RUN. Follow all on-screen instructions carefully.
12. From the list on the RH side of the screen, select Self-Test and click RUN.
13. Click the Run Selected Tests button in the lower right.
14. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in 		
all modules.
15. Disconnect the battery charger from the 12V battery.
16. The repair is complete.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2023
TECHNICAL INSTRUCTIONS
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 23B49
Important Information for Module Programming
														
NOTE: When programming 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 		
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.		
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module 		
(VCMM) 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 FDRS/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.
Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The			
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, 			
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2023
Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
23B49
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 23B49 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up
– Date: _______________
☐ Delivery
– Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date
Mobile Service Repair Assessment
Page 1 of 2
Recall 23B49
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within Attachment I of the dealer bulletin a mobile service repair assessment level(s) will be
provided. These assessment levels have been determined using the amount of time, equipment
and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
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)
Mobile Service Repair Assessment
Page 2 of 2
Recall 23B49
– Enhanced Mobile Service
A two-person process is required anytime a procedure requires work under the
vehicle
• 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 may be 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 a Mobile Service Repair
• 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