Customer Satisfaction Program 14N01 - Extended Warranty Coverage On Lighting Control Module (14N01)

SUBJECT

Customer Satisfaction Program 14N01 

All 2003-2005 Model Year Crown Victoria and Grand Marquis Vehicles

Extended Warranty Coverage on Lighting Control Module

PROGRAM TERMS

This program extends the warranty coverage on the lighting control module to 15 years of service or 250,000 miles from the warranty start date of the vehicle, whichever occurs first. This is a one-time repair program. If a vehicle has already exceeded the mileage limit, this coverage will last through October 31, 2014. Coverage is automatically transferred to subsequent owners.

VEHICLES COVERED BY THIS PROGRAM

All 2003 through 2005 model year Crown Victoria and Grand Marquis vehicles built at the St. Thomas Assembly Plant from Job #1 2003 through Job Last 2005. Affected vehicles are identified in OASIS.

REASON FOR PROVIDING ADDITIONAL COVERAGE

In some of the affected vehicles, the lighting control module may develop a crack on a solder joint which connects a relay to the circuit board. This may result in the headlamps not illuminating (intermittently or constantly), reducing driver visibility.

SERVICE ACTION

If an affected vehicle exhibits this condition, dealers are to diagnose and if necessary, replace the lighting control module. This service must be performed at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters are expected to be mailed the week of April 21, 2014. Dealers should repair any affected vehicles that exhibit inoperative headlamps due to the lighting control module, whether or not the customer has received a letter.

ATTACHMENTS

1. Attachment I: Administrative Information
2. Attachment II: Labor Allowances and Parts Ordering Information
3. Attachment III: Technical Information
4. Owner Notification Letter

QUESTIONS & ASSISTANCE

1. Special Service Support Center (Dealer Assistance Only) ... 1-800-325-5621

OASIS ACTIVATED?

Yes, OASIS will be activated on April 11, 2014.

FSA VIN LIST ACTIVATED?

No, FSA VIN list will not be activated for this service action.

STOCK VEHICLES

Do not perform this program unless the affected vehicle exhibits the covered condition.

SOLD VEHICLES

Only owners with affected vehicles that exhibit the covered condition will be directed to dealers for repairs.

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are eligible for this service action.

RELATED DAMAGE

If a related damage condition exists that you believe to be caused by the covered condition, call the Special Service Support Center to request approval prior to the repair of any related damage. Requests for approval after completion of the repair will not be granted.

ADDITIONAL LABOR TIME

• If a condition exists that requires additional labor to complete the repair, call the Special Service Support Center to request approval prior to performing any additional labor. Requests for approval after completion of the repair will not be granted.
• If you encounter aftermarket equipment or modifications to the vehicle which might prevent the repair of the covered condition, call the Special Service Support Center.

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 October 31, 2014.
• Dealers are also authorized 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with replacement of the lighting control module.

RENTAL VEHICLES

The use of rental vehicles is not authorized for this program.

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE).
• Refer to ACESII manual for claims preparation and submission information.
• Related damage must be claimed on a repair line that is separate from the repair line on which the FSA is claimed. Related damage requires prior approval from the Special Service Support Center.
• "MT" labor should be submitted on a separate repair line with the related damage flag checked. "MT" labor requires prior approval from the Special Service Support Center.
• Submit refunds on a separate repair line.
  1. - Program Code: 14N01
  2. - Misc. Expense: ADMIN
  3. - Misc. Expense: REFUND
  4. - 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: This one-time program extends the coverage of the lighting control module to 15 years of service or 250,000 miles from the warranty start date of the vehicle, whichever occurs first. If a vehicle has already exceeded the mileage limit, this coverage will last through October 31, 2014.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

The DOR/COR number for this program is 50536.

Order your parts requirements through normal order processing channels.

Questions regarding parts should be directed to the Special Service Support Center (1-800- 325-5621) or E-mailed to: Ford@Renkim.com.

DEALER PRICE

For latest prices, refer to DOES II.

PARTS RETENTION AND RETURN

Follow the provisions of the Warranty and Policy Manual, Section 1 "WARRANTY PARTS RETENTION AND RETURN POLICIES."

EXCESS STOCK RETURN

Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.

OVERVIEW

In some of the affected vehicles, the lighting control module may develop a crack on a solder joint which connects a relay to the circuit board. This may result in an intermittent or constant loss of battery voltage to the headlamps.

The condition may be intermittent. When the condition is active, a disrupted Lighting Control Module (LCM) solder joint will result in all of the following three illumination conditions...

With the headlamp switch ON, and the multi-function switch in:

1. - LOW BEAM position, both low beams (and high beams) will be OFF.
2. - HIGH BEAM position, both high beams (and low beams) will be OFF.
3. - FLASH-TO-PASS position, high beams will be ON.

To confirm if the condition is related to the LCM and covered under this program, follow the service procedure below. Any conditions found not related to the program should be addressed separately.

SERVICE PROCEDURE

1. Connect IDS and perform self-test on the Lighting Control Module (LCM).
   1. - If DTC B1342 is present, replace LCM and claim to this program. For additional information, refer to Workshop Manual (WSM) Section 419-10.
   2. - If no DTCs are present, continue to Step 2.
   3. - If any other DTCs are present, they are not related to this program.
2. With the ignition key in the RUN position, and the headlamp switch in the ON position, check the LCM PIDs using IDS Datalogger for proper status. Do ALL the PIDs indicate as shown?
   1. HD_LMP_SW = ON
   2. IGN_LCM = RUN
   3. VBATLCM = Greater than 10V
   1. - If Yes, continue to Step 3.
   2. - If No, the concern is not related to this program.
3. Check the fuse in the central junction box for an open circuit.
   • 2003-2004 model year vehicles - Fuse 2.27.
   • 2005 model year vehicles - Fuse 2.9.
   1. - If fuse is okay, replace LCM and claim to this program. For additional information, refer to Workshop Manual (WSM) Section 419-10.
   2. - If fuse is open, the concern is not related to this program.