Customer Satisfaction Program 14B05 - 3.5L Or 3.7L TIVCT Engine - Reprogram Powertrain Control Module (14B05)

SUBJECT

DELIVERY HOLD - Customer Satisfaction Program 14B05 

Certain 2013-2014 Model Year MKS, MKT Livery, Police Interceptor Sedan and Police Interceptor Utility with 3.5L or 3.7L TiVCT Engine

Reprogram Powertrain Control Module

PROGRAM TERMS

This program will be in effect through September 30, 2015. There is no mileage limit for this program.

AFFECTED VEHICLES

Affected vehicles are identified in OASIS. In addition, for a list of vehicles assigned to your dealership, visit https://web.fsavinlists.dealerconnection.com. This information will be available on September 16, 2014.

REASON FOR THIS PROGRAM

In all of the affected vehicles, certain driving maneuvers that are typically associated with police and livery fleet vehicles can cause accelerated catalyst degradation and loss of catalyst efficiency. The Malfunction Indicator Lamp (MIL) may illuminate with a P0420 and/or P0430 Diagnostic Trouble Code (DTC) present in memory. In the interest of customer satisfaction, Ford Motor Company has developed an updated powertrain calibration that will help slow the rate of premature catalyst efficiency loss.

SERVICE ACTION

Dealers are to check the Powertrain Control Module (PCM) for codes.

• If neither P0420 nor P0430 are present, reprogram the PCM using IDS 90.02 or higher.
• If P0420 and/or P0430 are present, replace the affected catalytic converter(s) and reprogram the PCM to the latest level.

One of the above services must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters are expected to be mailed the week of September 22, 2014. Dealers should repair any affected vehicles that arrive at their dealerships, 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

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

OASIS ACTIVATED?

Yes, OASIS will be activated on September 16, 2014.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com on September 16, 2014. Owner names and addresses will be available by October 10, 2014.

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.

SOLD VEHICLES

• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately 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.

TITLE BRANDED / SALVAGED VEHICLES

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

ADDITIONAL LABOR TIME AND/OR PARTS

Contact the Special Service Support Center (SSSC) if you have any of the following:

• Damage that you believe was caused by the covered condition.
• A condition that requires additional labor and/or parts to complete the repair.
• Aftermarket equipment or non-Ford modifications to the vehicle which might prevent the repair of the covered condition.

Contact the SSSC prior to the repair. Please be prepared to provide your requested additional warranty part cost, estimated additional labor time, and dealer specific labor rate. Requests for approval after completion of the repair may not be granted. Ford Motor Company reserves the right to deny coverage for damage in cases where the vehicle owner has not had this recall performed on a timely basis. Additional parts are subject to random selection for return to the Ford Warranty Parts Analysis Center (WPAC).

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 March 31, 2015.
• 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 replacing the catalytic converter(s).

RENTAL VEHICLES

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

LINCOLN CLIENT SPECIAL HANDLING (Applies to sold vehicles only)

To "surprise & delight" Lincoln Owners; Lincoln Dealers are authorized to provide the following services to Lincoln owners under Customer Satisfaction Program 14B05 up to a maximum combined value of $100.

• Lincoln Service Loaner
• Fuel Fill
• Vehicle Pick-up and Delivery
• Vehicle Wash and Vacuum (this is expected as part of the Lincoln Commitment Program)

This program is exclusive to Lincoln Dealers. Ford Stand-alone Dealerships servicing Lincoln Owners are not authorized to claim the special handling allowance. Owners will not be notified of this service in owner mailings.

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE).
• Refer to ACESII manual for claims preparation and submission information.
• For Lincoln Client Special Handling (sold vehicles only), claim up to a maximum combined value of $100. All Special Handling claims must be on the same repair line.
  • Rental:
    1. - Misc. Expense Code: RENTAL
    2. - Misc. Expense Amount: Total amount
  • Fuel Fill:
    1. - Misc. Expense Code: FUEL
    2. - Misc. Expense Amount: Total amount
  • Vehicle Pick-up and Delivery:
    1. - Misc. Expense Code: LCHP
    2. - Misc. Expense Amount: Total amount
  NOTE: Maintain supporting documentation for all Miscellaneous Expenses according to procedure as identified in the Warranty and Policy Manual.
• Additional labor and/or parts must be claimed as related damage on a separate repair line from which the FSA is claimed. Additional labor and /or parts require prior approval from the Special Service Support Center.
• Submit refunds on a separate repair line.
  1. - Program Code: 14B05
  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 program will be in effect through September 30, 2015. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

The DOR/COR number for this program is 50557.

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.

SERVICE PROCEDURE

1. Using IDS, check the Powertrain Control Module (PCM) for Diagnostic Trouble Codes (DTCs) P0420 and P0430.
   1. - If neither DTCs P0420 nor P0430 are present, reprogram the PCM to the latest level using IDS 90.02 or higher. Refer to "Module Programming" below.
   2. - If DTCs P0420 and/or P0430 are present, replace the affected catalytic converter(s) (right bank for P0420 and left bank for P0430) and reprogram the PCM to the latest level using IDS release 90.02 or higher. For additional information, refer to Workshop Manual (WSM) Section 309-00 and "Module Reprogramming" below.

FORD OWNER NOTIFICATION LETTER

LINCOLN OWNER NOTIFICATION LETTER