Michael A. Berardi
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

August 30, 2016
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B35
Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles
Reprogram Powertrain Control Module

PROGRAM TERMS
This program will be in effect through August 31, 2017. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

C-MAX

2016

Michigan

April 18, 2016 through July 18, 2016

Fusion Energi

2016-2017

Hermosillo

March 11, 2016 through July 6, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, it may be possible for contactors in the high voltage battery junction
box to become temporarily fused closed at ignition off, setting diagnostic trouble code (DTC) P0AA4.
When the next engine start is attempted, the engine will fail to start and will generate a stop safely
now message along with a service engine soon indicator illuminated in the instrument cluster.
SERVICE ACTION
Before demonstrating or delivering any of the new in-stock vehicles involved in this program, dealers
are to reprogram the powertrain control module (PCM) using the Integrated Diagnostic System (IDS)
software 101.02 or higher. The secondary onboard diagnostic module C (SOBDMC) will
automatically update if it is not at the latest calibration level. This service 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 19, 2016. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter

 Copyright 2016 Ford Motor Company

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
Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

Michael A. Berardi

 Copyright 2016 Ford Motor Company

ATTACHMENT I
Page 1 of 2
DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35
Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles
Reprogram Powertrain Control Module
OASIS ACTIVATION
OASIS will be activated on August 30, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 30,
2016. Owner names and addresses will be available by September 30, 2016.
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.
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 REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
 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.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.

 Copyright 2016 Ford Motor Company

ATTACHMENT I
Page 2 of 2
DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35
Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles
Reprogram Powertrain Control Module
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 16B35 is the sub code.
 Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
 PROGRAM TERMS: This program will be in effect through August 31, 2017. There is no
mileage limit for this program.

 Copyright 2016 Ford Motor Company

ATTACHMENT II
Page 1 of 1
DEMONSTRATION / DELIVERY HOLD – Customer Satisfaction Program 16B35
Certain 2016-2017 Model Year C-MAX and Fusion Energi Vehicles
Reprogram Powertrain Control Module
LABOR ALLOWANCES
Description
Reprogram PCM and SOBDMC using IDS release 101.02
or higher

Labor Operation

Labor Time

16B35B

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2016 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 16B35

Certain 2016 - 2017 Model Year C-MAX AND FUSION ENERGI Vehicles —
POWERTRAIN CONTROL MODULE REPROGRAMMING

OVERVIEW
In some of the affected vehicles, it may be possible for contactors in the high voltage battery junction box
to become temporarily fused closed at ignition off, setting diagnostic trouble code (DTC) P0AA4. When
the next engine start is attempted, the engine will fail to start and will generate a stop safely now message
along with a service engine soon indicator illuminated in the instrument cluster. Dealers are to reprogram
the powertrain control module (PCM) using the Integrated Diagnostic System (IDS) software 101.02 or
higher. The secondary onboard diagnostic module C (SOBDMC) will automatically update if it is not at
the latest calibration level.

SERVICE PROCEDURE
Module Reprogramming
NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTCs after
programming. For DTCs generated after reprogramming, follow normal diagnostic service
procedures.
1. Connect a battery charger to the 12V battery.
2. Reprogram the PCM using IDS release 101.02 or higher.

NOTE: Calibration files may also be obtained at www.motorcraftservice.com.
NOTE:

A coordinated reflash is required when reprogramming the PCM. When PCM reprogramming is
initiated, the IDS will check for software updates on certain onboard modules (anti-lock brake
system (ABS) module, secondary onboard diagnostic module C (SOBDMC), etc.). The IDS will
automatically install updates in these modules if they are not at the latest level. If the coordinated
reflash is interrupted, undesired vehicle operation may result.

NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.
3. Disconnect the battery charger from the 12V battery once the reprogramming has completed.

CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
8/2016

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 16B35

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.
NOTE: If a module becomes unresponsive or does not operate properly following a module programming
procedure, attempt a battery disconnect and reconnect.

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 © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
8/2016

Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121

September, 2016
Customer Satisfaction Program 16B35
Programa de satisfacción del cliente 16B35
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?

On your vehicle, it may be possible for a contactor switch in the high voltage
battery to become temporarily fused closed, resulting in an engine no start.
If this occurs, a stop safely now message and service engine soon indicator
will illuminate in the instrument cluster.

Stop Safely Indicator

Service Engine Soon Indicator

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram the powertrain control module (PCM) and high
voltage battery electronic module free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until August 31, 2017
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 dealer may need your vehicle for a
longer period of time.

What should you do?

Please call your dealer without delay and request a service date for
Customer Satisfaction Program 16B35. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.

 Copyright 2016 Ford Motor Company

Ford Motor Company wants you to have this service action completed on
your vehicle. The vehicle owner is responsible for making arrangements to
have the work completed. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
Your vehicle may be equipped with a diagnostic feature called the Vehicle
Health Report which can inform you about all available recalls, as well as
other key vehicle health information. Please see
https://owner.ford.com/vehicle-health for more information.
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.
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: www.Fordowner.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: www.fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Para asistencia en
Español

Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.ford.com/recall.
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de
Relación con Clientes al 1-866-436-7332 y presione 2 para Español.

Thank you for your attention to this important matter.
Ford Customer Service Division

 Copyright 2016 Ford Motor Company