23H06

Stacy L. Balzer
Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
January 16, 2024
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Harvest Program 23H06
Certain 2021-2023 Model Year Mustang Mach-E and 2022-2023 Transit Battery
Electric Vehicle (BEV)
High Voltage Battery Module Replacement
PROGRAM TERMS
This program will be in effect through January 16, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Mustang Mach-E
2021
Cuautitlan
August 3, 2020, through November 10, 2021
Mustang Mach-E
2022
Cuautitlan
January 5, 2022, through October 11, 2022
Mustang Mach-E
2023
Cuautitlan
March 22, 2023, through May 10, 2023
Transit BEV
2022
Kansas City
February 11, 2022, through March 15, 2022
Transit BEV
2023
Kansas City
February 14, 2023, through June 8, 2023
Transit BEV
2023
Kocaeli
January 6, 2023, through January 30, 2023
REASON FOR THIS PROGRAM
This is a proactive investigation program by Ford Motor Company to obtain field parts for evaluation.
Ford is voluntarily conducting this program to evaluate the field performance and functionality of the
obtained High Voltage Battery modules. Parts obtained from this program must be returned to Ford
for evaluation.
SERVICE ACTION
Ford Motor Company’s Recall Specialty Team (RST) will be proactively reaching out to the owners of
the identified vehicles. The RST will aid owners in setting up service appointments. This service must
be performed at no charge to the vehicle owner.
To assist vehicle owners in having this replacement completed, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs (rentals are
authorized – see Rental Vehicles).
• Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-up and delivery should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
 Copyright 2024 Ford Motor Company
OWNER NOTIFICATION MAILING SCHEDULE
The RST will contact select owners of affected vehicles, and a service appointment will be arranged at
that time.
ATTACHMENTS
• Administrative Information Attachment
• Labor Allowances and Parts Ordering Information Attachment
• Technical Information Attachment
• Mobile Service Repair Assessment Attachment
• Mobile Repair/Vehicle Pickup and Delivery Record Attachment
• 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 2024 Ford Motor Company
Administrative Information
Page 1 of 2
Customer Satisfaction Program 23H06
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level.
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated based on owner participation.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com based on owner
participation. Owner names and addresses will not be available at this time.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Ford Motor Company’s Recall Specialty Team (RST) will contact select owners of affected
vehicles and will direct the owners to dealers for repairs.
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 title-branded and salvaged vehicles are not being investigated at this time.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Dealers are pre-approved for up to 2 days for a rental vehicle. Follow Extended Service Plan (ESP)
guidelines for dollar amounts. Rentals will only be reimbursed for the days the vehicle is at the
dealership for part replacement. Prior approval for more than 2 rental days is required from the SSSC
via the SSSC Web Contact Site.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating 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 2024 Ford Motor Company
Administrative Information
Page 2 of 2
Customer Satisfaction Program 23H06
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 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: 23H06
 Customer Concern Code (CCC): D16 – HV battery system trouble
 Condition Code (CC): 42 – Does Not Operate Properly
 Causal Part Number: 10D672, 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 the
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 the Miscellaneous Expense code
RENTAL.
• Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC12071, 2023 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
 Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
 Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.
Parts Handling Allowance: A parts handling allowance is being provided, unless otherwise
notified by the Company or as provided by state law, in addition to the dealer cost of the High
Voltage Battery Module. To claim the allowance, enter $330 as HANDLG in the Misc. Expense
area of the claim form.
 Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23H06
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Replace Affected High Voltage Battery Module – Mach-E
MT23H06B
Up to 8.2 Hours
Replace Affected High Voltage Battery Module – Transit BEV
MT23H06C
Up to 8.5 Hours
23H06PP
0.5 Hours
Vehicle Pick-up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle pickup/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.
PARTS REQUIREMENTS / ORDERING INFORMATION
NOTE: High-voltage battery modules and Thermal Interface Material (TIM) will be proactively ordered
on the dealer’s behalf based on inventory availability. Parts will be delivered to dealers before the start
of the repair. The Thermal Interface Material must be claimed on the RO or the claim may be rejected.
Order the Motorcraft® Yellow Prediluted Antifreeze/Coolant through normal order processing
channels. To guarantee the shortest delivery time, an emergency order for parts must be placed.
Order
Quantity
Claim
Quantity
Part Number
Description
VC-13DL-G
Motorcraft® Yellow Prediluted Antifreeze/Coolant
(Up to 15.9 Litters per vehicle)
As Required
TA-38-B
Thermal Interface Material (TIM)
- Do not order, only claim on the RO.
NOTE: Ford will directly order 2 tubes of TIM which will
be delivered to the dealership before the start of the
repair. Do not order TIM at this time.
0
2
DEALER PRICE
For the latest prices, refer to DOES II.
ESSENTIAL SPECIAL SERVICE TOOLS
If you do not have the special tools referenced in the workshop manual to perform the FSA repair,
please contact 1-800 ROTUNDA and choose option 3 to place an order.
 Copyright 2024 Ford Motor Company
Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 23H06
HANDLING ALLOWANCE
An allowance of $330 per repair is being provided unless otherwise notified by the Company or as
provided by state law, in addition to the dealer cost of the High Voltage Battery Module.
For HV battery/array, refer to EFC12696 Electric Vehicle High Voltage Battery Packs and Array Kits
Part Retention & Return Process for Replacements Under Warranty, FSAs, and Customer Pay. This
communication outlines the retention and return processes for Electrical Vehicle HV battery packs and
array kits. The process outlined in this communication applies to all Electrical Vehicle HV battery
packs and array kits from all Hybrid Electric and Battery Electric vehicles, and all repair types,
including Warranty, Field Service Actions, and customer-paid repairs.
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’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.). Please
visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List 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 2024 Ford Motor Company
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
March 2024
Customer Satisfaction Program 23H06
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.
We have identified parts related to your vehicle's high-voltage battery that we would like to evaluate
for field performance and functionality. Ford is offering to replace these parts free of charge and will
use the parts from your vehicle to further evaluate how they function in the field. We would like to
proactively schedule a service visit for you at a Ford dealership.
Why are you
receiving this notice?
Ford Motor Company is voluntarily conducting a program to proactively
obtain parts from certain customer-owned vehicles for evaluation.
What will Ford and
your dealer do?
For the purposes of this program, Ford Motor Company has authorized your
dealer to replace certain high-voltage battery module(s) from your vehicle
with new parts free of charge. The parts obtained by the dealer will be
returned to Ford for evaluation.
How long will it take?
The time needed to exchange these parts is 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 our Recall Specialty Team at 1-833-807-3673 available
Monday-Friday 8:30 AM-5:30 PM EST without delay to schedule a service
appointment for Customer Satisfaction Program 23H06. Provide the
Customer Relationship Center Electric Vehicle Team with your VIN, which is
printed near your name at the beginning of this letter.
Vehicle owners affected by this 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 service.
© Copyright 2024 Ford Motor Company
What should you do?
(continued)
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 can 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 discuss with 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.
If you have questions or concerns, please contact our Recall Specialty
Team at 1-833-807-3673 available Monday-Friday 8:30 AM-5:30 PM EST,
and one of our representatives will be happy to assist you.
For the hearing-impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00 AM – 8:00 PM (Eastern Time).
Thank you for your attention to this important matter.
Ford Customer Service Division
© Copyright 2024 Ford Motor Company