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

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

September 14, 2016
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and Police
Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion, MKX,
Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair

PROGRAM TERMS
This program will be in effect through September 30, 2017. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2017 to encourage
dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address to contact customers with
affected vehicles. This program will improve vehicle drivability in the event of electronic throttle body
contamination.
AFFECTED VEHICLES
Vehicle
Edge

Model
Year
2015

F-150
MKT
Police Interceptor
Sedan
Escape
Explorer
Flex

2015-2016

Fusion
MKX
Mustang
Police Interceptor
Utility
Taurus
Transit

2016

Assembly Plant

Build Dates

Oakville
Dearborn
Kansas City
Oakville

September 1, 2015 through December 21, 2015
August 1, 2015 through May 17, 2016
August 31, 2015 through April 27, 2016
September 1, 2015 through May 10, 2016

Chicago

September 1, 2015 through March 19, 2016

Louisville
Chicago
Oakville
Flat Rock
Hermosillo
Oakville
Flat Rock

September 1, 2015 through March 14, 2016
August 4, 2015 through May 25, 2016
September 22, 2015 through April 14, 2016
September 1, 2015 through February 29, 2016
September 1, 2015 through April 4, 2016
September 1, 2015 through May 16, 2016
September 1, 2015 through April 26, 2016

Chicago

September 1, 2015 through May 26, 2016

Chicago
Kansas City

September 28, 2015 through May 2, 2016
September 1, 2015 through May 21, 2016

Affected vehicles are identified in OASIS and FSA VIN Lists.

 Copyright 2016 Ford Motor Company

REASON FOR THIS PROGRAM
In all of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop
contamination resulting in increased electrical resistance. If this condition is present, the malfunction
indicator lamp will illuminate, diagnostic trouble codes P2111 and P2112 will set, and the vehicle may
enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this
mode, while engine power and vehicle speed are reduced, the power steering, power braking,
lighting, and climate control systems remain fully functional.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
utilize the ETB Repair Action Table included in Attachment III to determine the appropriate repair.
Depending on the vehicle, dealers are to replace the ETB or reprogram the powertrain control module
(PCM) software using Integrated Diagnostic Software (IDS) release 102.02 or higher. 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 26, 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 Letters
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 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
OASIS ACTIVATION
OASIS will be activated on September 14, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on
September 14, 2016. Owner names and addresses will be available by October 7, 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
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 prior to completing the repair.

 Copyright 2016 Ford Motor Company

ATTACHMENT I
Page 2 of 2
DEMONSTRATION / DELIVERY HOLD - Customer Satisfaction Program 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
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 14, 2017.
 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 electronic throttle body replacement
on 2015-2016 MKT and Police Interceptor Sedan, and 2016 F-150, Police Interceptor Utility,
and Transit.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
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 (16B32) is the sub code.
 Additional labor and/or parts must be claimed as related damage on a separate repair line
from the FSA.
 Submit refunds on a separate repair line.
- Program Code: 16B32
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- 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, 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 16B32
Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer, Flex, Fusion,
MKX, Mustang, Police Interceptor Utility, Taurus, and Transit Vehicles
Electronic Throttle Body Repair
LABOR ALLOWANCES
Description
Replace ETB - 2016 F-150
Replace ETB - 2016 Transit

Labor Operation

Labor Time

16B32B

0.5 Hours

16B32C

0.6 Hours

16B32D

0.3 Hours

Replace ETB - 2015-2016 MKT
Replace ETB - 2015-2016 Police Interceptor Sedan
Replace ETB - 2016 Police Interceptor Utility
Reprogram PCM using IDS release 102.02 or higher - 2015
Edge and F-150, and 2016 Escape, Explorer, Flex, Fusion,
MKX, Mustang, Taurus
PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

AT4Z-9E926-B

Electronic throttle body

Order
Quantity
1

The DOR/COR number for this program is 51054.
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
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.

 Copyright 2016 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32

Certain 2015 Model Year Edge, 2015-2016 Model Year F-150, MKT, and
Police Interceptor Sedan, and 2016 Model Year Escape, Explorer,
Flex, Fusion, MKX, Mustang, Police Interceptor Utility, Taurus, and
Transit Vehicles — Electronic Throttle Body Repair

OVERVIEW
In all of the affected vehicles, the electronic throttle body (ETB) internal motor contacts may develop
contamination resulting in increased electrical resistance. If this condition is present, the malfunction
indicator lamp will illuminate, diagnostic trouble codes (DTCs) P2111 and P2112 will set, and the vehicle
may enter a Failure Mode Effects Management (FMEM) of default throttle position with fixed RPM. In this
mode, while engine power and vehicle speed are reduced, the power steering, power braking, lighting,
and climate control systems remain fully functional. Dealers are to utilize the ETB Repair Action Table
included in the Service Procedure section to determine the appropriate repair. Depending on the vehicle,
dealers are to replace the ETB or reprogram the powertrain control module (PCM) using Integrated
Diagnostic Software (IDS) release 102.02 or higher.

SERVICE PROCEDURE
ETB REPAIR ACTION TABLE
Electronic Throttle Body Replacement
• 2015-2016 MKT
• 2015-2016 Police Interceptor Sedan
• 2016 F-150
• 2016 Police Interceptor Utility
• 2016 Transit

•
•
•
•
•
•
•
•
•

PCM Reprogramming
2015 Edge
2015 F-150
2016 Escape
2016 Explorer
2016 Flex
2016 Fusion
2016 MKX
2016 Mustang
2016 Taurus
1649A3

Electronic Throttle Body Replacement
1. Replace the electronic throttle body. Please follow the Workshop Manual (WSM) procedure in
Section 303-04.

CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
9/2016

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32

PCM 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 102.02 or higher.

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

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.

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.

CPR © 2016 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
9/2016

ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 16B32

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
9/2016

Ford Motor Co
ompany
Ford Customer Service Divis