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

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

September 29, 2016
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L
Engines, and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement

PROGRAM TERMS
This program will be in effect through September 30, 2017. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Edge
MKX
Mustang

2011-2012

Assembly Plant

Build Dates

Oakville

July 1, 2010 through October 29, 2010

Flat Rock

March 22, 2010 through November 30, 2010

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some 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
wrench light or malfunction indicator lamp will illuminate 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 are maintained.
SERVICE ACTION
Dealers are to replace the ETB. 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 October 10, 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

 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
Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L Engines,
and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
OASIS ACTIVATION
OASIS will be activated on September 29, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on
September 29, 2016. Owner names and addresses will be available by October 21, 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
 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
Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L Engines,
and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
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 29, 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 ETB replacement.
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 (16B23) 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: 16B23
- 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
Customer Satisfaction Program 16B23
Certain 2011-2012 Model Year Edge and MKX Vehicles Equipped with 3.5L or 3.7L Engines,
and 2011-2012 Model Year Mustang Vehicles Equipped with 3.7L Engines
Electronic Throttle Body Replacement
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Replace ETB - Edge and MKX

16B23B

0.5 Hours

Replace ETB - Mustang

16B23C

0.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Order
Quantity

Part Number

Description

AT4Z-9E926-B

Electronic throttle body

1

AT4Z-9E936-A

Gasket

1

The DOR/COR number for this program is 51058.
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 1
CUSTOMER SATISFACTION PROGRAM 16B23

Certain 2011-2012 Model Year Edge and mkx vehicles Equipped
with 3.5L or 3.7L engines, and 2011-2012 model year mustang
vehicles equipped with 3.7l engines — Electronic Throttle Body
Replacement

OVERVIEW
In some 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 wrench light or
malfunction indicator lamp will illuminate 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 are maintained.
Dealers are to replace the ETB.

SERVICE PROCEDURE
1. Replace the electronic throttle body and gasket. Please follow the Workshop Manual (WSM)
procedures in Section 303-04.

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

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

October 2016
Customer Satisfaction Program 16B23
Programa de satisfacción del cliente 16B23
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, the electronic throttle body may develop contamination and
result in the vehicle entering a protective low-speed mode accompanied by
illumination of the wrench or service engine soon indicators (shown below).
In this mode, while engine power and vehicle speed are reduced, the power
steering, power braking, lighting, and climate control systems remain fully
functional.

Wrench Indicator

Service Engine Soon

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the electronic throttle body free of charge (parts and
labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until
September 30, 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 16B23. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.

 Copyright 2016 Ford Motor Company

What should you do?
(Continued)

If you do not already have a servicing dealer, you can access
www.Fordowner.com for dealer addresses, maps, and driving instructions.
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.
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.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to electronic throttle body replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 29, 2017. To avoid delays, do not send receipts to Ford Motor
Company.

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).
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.

Para asistencia en
Español

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

 Copyright 2016 Ford Motor Company

The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

October 2016
Customer Satisfaction Program 16B23
Programa de satisfacción del cliente 16B23
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At The Lincoln 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, the electronic throttle body may develop contamination and
result in the vehicle entering a protective low-speed mode accompanied by
illumination of the wrench or service engine soon indicators (shown below).
In this mode, while engine power and vehicle speed are reduced, the power
steering, power braking, lighting, and climate control systems remain fully
functional.

Wrench Indicator

Service Engine Soon

What will Lincoln and
your dealer do?

In the interest of customer satisfaction, the Lincoln Motor Company has
authorized your dealer to replace the electronic throttle body free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until
September 30, 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 16B23. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.

 Copyright 2016 The Lincoln Motor Company – A Ford Motor Company Brand

What should you do?
(Continued)

If you do not already have a servicing dealer, you can access
www.Lincolnowner.com for dealer addresses, maps, and driving instructions.
The Lincoln 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.
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.lincoln.com/vehicle-health for more information.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund. Refunds will only be provided for service
related to electronic throttle body replacement. To verify eligibility and
expedite reimbursement, give your paid original receipt to your dealer before
March 29, 2017. To avoid delays, do not send receipts to the Lincoln Motor
Company.

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
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.Lincolnowner.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).
Visite nuestro sitio web para ver este anuncio en Español al siguiente
dirección: https://es.owner.lincoln.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.

Para asistencia en
Español

Thank you for your attention to this important matter.
The Lincoln Motor Company

 Copyright 2016 The Lincoln Motor Company – A Ford Motor Company Brand