David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

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

August 13, 2019
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 19B12
Certain 2019 Model Year Explorer – Supplement #2
Anti-lock Brake System Module Software Update

New! REASON FOR THIS SUPPLEMENT
•
•

The previously communicated concern with programming the ABS module on some vehicles
has been resolved. The service fix is now available for all vehicles effected by this program.
Updated date for program terms.

New! PROGRAM TERMS
This program will be in effect through August 30, 2020. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Explorer

2019

Chicago

May 14, 2018 through February 20, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, Hill Start Assist (HSA), a driver convenience feature, is not enabled
due to a software issue in the Anti-lock Brake System (ABS) module. The HSA feature makes it easier
to pull away when a vehicle is on a slope by holding brake pressure for 2-3 seconds when the driver
removes foot from the brake pedal.
New! SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
reprogram the ABS module using Integrated Diagnostic Software (IDS) 114.04 or higher. Make sure
you are connected to the Internet prior to reprogramming. This service must be performed on all
affected vehicles at no charge to the vehicle owner.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will be mailed week of August 26th. Dealers should repair any affected vehicles that
arrive at their dealerships, whether or not the customer has received a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letters

 Copyright 2019 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,

David J. Johnson

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 19B12 – Supplement #2
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
OASIS ACTIVATION
OASIS was activated on May 20, 2019.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were made through https://web.fsavinlists.dealerconnection.com on May 20, 2019..
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.
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.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.

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.

TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19B12 – Supplement #2
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
19B12 is the sub code.
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B12 – Supplement #2
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
LABOR ALLOWANCES
Description
Reprogram ABS module using IDS 114.04 or higher.

Labor Operation

Labor Time

19B12B

0.3 Hours

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

 Copyright 2019 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION RECALL 19B12-S2

CERTAIN 2019 MODEL YEAR EXPLORER VEHICLES — ANTI-LOCK BRAKE
SYSTEM (ABS) MODULE SOFTWARE UPDATE
OVERVIEW
In some of the affected vehicles, Hill Start Assist (HSA), a driver convenience feature, is not enabled due
to a software issue in the Anti-lock Brake System (ABS) module. The HSA feature makes it easier to pull
away when a vehicle is on a slope by holding brake pressure for 2-3 seconds when the driver removes
foot from the brake pedal.

SERVICE PROCEDURE
Module Reprogramming
NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTC's after
programming. For DTC's generated after reprogramming, follow normal diagnostic service
procedures.
1. Connect a battery charger to the 12V battery.
NOTE: Make sure the Integrated Diagnostic Software (IDS) computer does not enter sleep mode during
programming.
2. Reprogram the Anti-Lock Brake System Module (ABS) using IDS release 114.04 or higher. Make sure
you are connected to the Internet prior to reprogramming.

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.

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2019

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION RECALL 19B12-S2

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.
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 © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2019

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

Customer Satisfaction Program 19B12

August 2019

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?

The Hill Start Assist driver convenience feature on your vehicle is not
enabled due to a software issue.

What is the effect?

Hill Start Assist feature makes it easier to pull away when a vehicle is on a
slope. When you remove your foot from the brake pedal Hill Start Assist
holds the brake pressure for 2-3 seconds.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram the Anti-lock Brake System module free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until June 30, 2020
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 to schedule a service appointment for
Customer Satisfaction Program 19B12. Provide the dealer with your VIN,
which 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.
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.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be

 Copyright 2019 Ford Motor Company

What should you do?
(continued)

downloaded through the App Store or Google Play. In addition there are
other features such as reserving and paying for parking in certain locations
and controlling certain functions on your vehicle (lock or unlock doors,
remote start) if it is equipped to allow control.

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).

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

 Copyright 2019 Ford Motor Company