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

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

May 06, 2020
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 19B37 - Supplement #3
Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L
GTDI Engine - Powertrain Control Module Reprogramming

REF:

Customer Satisfaction Program 19B37 – Supplement #2
Dated February 27, 2020

New! REASON FOR THIS SUPPLEMENT
• Service Action: All dealers should have received the 19B37 Dongle.
• Non-Traditional Repair Approaches: Effective May 6, 2020, added dealer allowance can be claimed for
mobile repairs and pick-up and delivery services.
• Labor Allowances: Added labor operation for mobile repairs or pick-up and delivery services.
• Attachment III: Added effects of low battery voltage during reprograming with the Dongle.
• Attachment V: 19B37 Dongle Additional Information and Mobile Repair Recommendations.
• Attachment VI: 19B37 Mobile Repair / Vehicle Pick-Up and Delivery Record.
PROGRAM TERMS
This program will be in effect through June 30, 2021. There is no mileage limit for this program.
URGENCY
We recommend dealers utilize their FSA VIN Lists name and address (available on January 31, 2020)
to contact customers with affected vehicles. This will help minimize the number of vehicles that may
exhibit coolant intrusion into the cylinder bores, which may require a more extensive repair.
AFFECTED VEHICLES
Vehicle

Model Year Assembly Plant

Build Dates

Escape

2017-2019

Louisville

September 17, 2015 through April 8, 2019

Fusion

2017

Flat Rock

October 1, 2015 through October 16, 2015

Fusion

2017-2019

Hermosillo

October 6, 2015 through June 10, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
Some of the affected vehicles may exhibit coolant intrusion into the cylinder bores. Customer
symptoms include coolant loss, excessive tailpipe smoke, or illuminated malfunction indicator lights
(MIL) due to engine misfire. Over time, this condition may damage the engine, requiring replacement
of the engine short block.

© Copyright 2020 Ford Motor Company

New! SERVICE ACTION
Dealers are to reprogram the Powertrain Control Module (PCM) using either the 19B37 dongle service
tool or the Integrated Diagnostic Software (IDS) release 116.04 or higher. The new PCM calibration
will improve cooling and reduce the potential for coolant intrusion into the cylinders by operating the
external coolant pump for a period of time following engine shut down. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
Note: The dongle service tool is intended to address service capacity constraints for dealers and
allows an efficient repair for customers because neither IDS nor a service bay is required.
• The 19B37-specific dongle is hard coded with the same programming available from IDS
release R116.04, and the programming cannot be changed.
• Shipment of dongles began the week of February 17, 2020.
• All dealers should have received the 19B37 Dongle.
• Dealers may request additional dongles from the SSSC as needed.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters were mailed the week of January 13, 2020. Owner letters for the additional 2019 Fusion
population were mailed the week of February 4, 2020. 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
Attachment IV:
Service Advisor to Customer Interaction Video Link
Attachment V:
19B37 Dongle Additional Information and Mobile Repair Recommendations
Attachment VI:
19B37 Vehicle Pick-up and Delivery Record.
Owner Notification Letter
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 2020 Ford Motor Company

ATTACHMENT I
Page 1 of 4
Customer Satisfaction Program 19B37 – Supplement #3
Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L GTDI Engine
Powertrain Control Module Reprogramming
OASIS ACTIVATION
OASIS was activated on December 12, 2019. The Supplement #1 additional 2019 Fusion VIN
population was activated by January 21, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on December 12,
2019. The Supplement #1 additional population FSA VIN Lists were available on January 21,2019.
Owner names and addresses were available by January 31, 2020.
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
• Use OASIS to verify affected VINs, as certain 2019 Fusion vehicles were added to this
program.
• 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
• Use OASIS to verify affected VINs, as certain 2019 Fusion vehicles were added to this
program.
• 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
• 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
July 31, 2020.
• 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. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
•

Refunds will only be provided for the cost associated with an engine short block and/or head
gasket replacement due to coolant intrusion into the cylinder bores.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 4
Customer Satisfaction Program 19B37 – Supplement #3
Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L GTDI Engine
Powertrain Control Module Reprogramming
New! NON-TRADITIONAL REPAIR APPROACHES
IMPORTANT: The 19B37 dongle process should not be used if coolant intrusion symptoms
including a malfunction indicator lamp (MIL) are present. Refer to the Attachment III Technical
Information for more detail.
The 19B37-specific dongle service tool is designed to reduce service department capacity constraints
and provide affected vehicle owners with an improved customer experience. Dealers are encouraged
to utilize non-traditional repair strategies such as those listed below, as well as remain creative and
flexible to take advantage of this fast and convenient tool.
NOTE: When utilizing the 19B37 dongle re-flash process, technician time recording requirements as
specified in the Warranty and Policy Manual are not required. Claims without recording technician
time will be accepted.
• 19B37 DONGLE RE-FLASH VIDEO: Illustrates the convenience, simplicity and speed at
which this service action can be performed by anyone in the dealership , in any location.
• WORK AREAS, EMPLOYEES: A service bay is not required. The dongle re-flash process
takes less than 10 minutes and can be performed anywhere, by any dealership employee.
A trained technician is not required to reprogram the PCM with the dongle process.
• MOBILE REPAIRS: Mobile repairs are approved and encouraged for this action. By offering
mobile repair services, dealers can:
o Increase customer base by reaching customers that may otherwise not do business
with the dealership.
o Improve customer satisfaction by offering a more convenient and timely service
solution.
o Free up service department space to accommodate retail work.
o Conveniently service affected fleets.
o Effective May 06, 2020, dealers are eligible to claim one-half labor hour per repair to
cover costs associated with completing a mobile repair.
o Dealers must retain a Mobil Repair Record with the repair order documentation. Refer
to the Claims Preparation and Submission section and Attachment VI for details.
o Dealers are encouraged to combine multiple repairs on the same trip for efficiencies.
•

VEHICLE PICK-UP AND DELIVERY
o Effective May 06, 2020, dealers are authorized to claim one-half labor hour per repair
for vehicle pick-up and delivery services.
o Dealers must retain a Vehicle Pick -up and Delivery Record with the repair order
documentation. Refer to the Claims Preparation and Submission section and
Attachment VI for details.

RENTAL VEHICLES
Rental vehicles are not approved for this program.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 3 of 4
Customer Satisfaction Program 19B37 – Supplement #3
Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L GTDI Engine
Powertrain Control Module Reprogramming
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 powertrain warranty coverage, no SSSC approval is required,
although related damage must be on a separate repair line with the “Rela ted Damage” radio
button checked.
o Ford vehicles – 5 years or 60,000 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.
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
(19B37) 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.

•

Special Allowances
o All Special Allowances must be claimed on the same RO line as the repair.
o Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers
that are working with Ford-contracted mobile repair companies should refer to those
companies for claiming instructions.
o For dealer-performed mobile repairs and/or dealer pick-up and delivery, retain a copy
of the Service Management signed record (see Attachment VI), with the repair order
documentation.
o Claim the mobile repair or vehicle pick-up and delivery allowance Labor Operation
Code 19B37D along with the applicable Labor Operation Code for the repair (refer to
the Labor Allowances table in Attachment II).
Refunds: Submit refunds on a separate repair line.
- Program Code: 19B37
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o 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.

•

© Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B37 – Supplement #3
Certain 2017-2019 Model Year Fusion and Escape Vehicles Equipped with a 1.5L GTDI Engine
Powertrain Control Module Reprogramming
LABOR ALLOWANCES
Description
Reprogram the PCM and clear DTCs using IDS release
116.04 or higher

Labor Operation

Labor Time

19B37B

0.3 Hours

Reprogram the PCM using the 19B37 Dongle tool / process

19B37C

0.2 Hours

Mobile Repair or Vehicle Pick-up and Delivery Allowance –
Claim with applicable repair labor operation above. For all
19B37 reprograming repairs.
NOTE: This allowance is for dealer-performed mobile repairs
or vehicles pick-up/delivery for dealership repairs only.

19B37D

0.5 Hours

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

© Copyright 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 4
CUSTOMER SATISFACTION PROGRAM 19B37-S3

CERTAIN 2017-2019 MODEL YEAR ESCAPE AND FUSION VEHICLES EQUIPPED
WITH A 1.5L GTDI ENGINE — POWERTRAIN CONTROL MODULE (PCM)
REPROGRAMMING
SERVICE PROCEDURE
Module Reprogramming
NOTE: All vehicles are to have the PCM reprogrammed regardless of symptoms.
NOTE: For 19B37 there is now a Dongle tool available to improve PCM reprogramming efficiencies in
addition to Integrated Diagnostic Software (IDS). The Dongle process does not require the use
of a shop bay or a battery charger. However, a low battery voltage during PCM reprogramming
may cause a programing interruption fault disabling the vehicle.
1. Is there a customer complaint of coolant issues, an illuminated Malfunction Indicator Lamp (MIL) or
vehicle runs rough?
Yes - Proceed to Step 8 for further diagnosis with IDS and Technical Service Bulletin (TSB)

20-2100.
No - Continue to Step 2 if Dongle tool is available. Otherwise proceed to Step 8.

Dongle Process for Module Reprogramming
2. Turn vehicle ignition to the key-on position.
3. Connect the Dongle to the diagnostic OBDII port. See Figure 1 and Table 1.

• If STS LED flashes RED/GREEN with a buzzer pulse – return to Step 2.
4. STS LED flashing GREEN indicates process is working.
5. Error states to resolve with Ford IDS as follows:

• STS LED flashes RED and buzzer on continuous indicates PCM software is not covered with
Dongle.
• STS LED solid RED and buzzer on continuous indicates PCM programming failed.
• LNK LED solid YELLOW with continuous tone indicates specific 19B37 DTC is present.
6. STS LED solid GREEN and single beep tone (half a second) indicates PCM reprogram was
successful.
NOTE: All codes including DTC's will be cleared during the reprogram.
7. Remove the Dongle from vehicle.
NOTE: Advise the customer that this vehicle is equipped with an adaptive transmission shift strategy
which allows the vehicle's computer to learn the transmission's unique parameters and improve
shift quality. When the adaptive strategy is reset, the computer will begin a re-learning process.
This re-learning process may result in firmer than normal upshifts and downshifts for several days.
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2020

ATTACHMENT III
PAGE 2 OF 4
CUSTOMER SATISFACTION PROGRAM 19B37-S3

STS

LNK

PWR

1991D

FIGURE 1

Dongle Status
LED

Sound

Status

Action

_

Dongle has
Power

Continue

Pulse Buzz

Key off

Turn ignition
key on

In process

Stand by

Solid
Red
Flash
Red/Green
Flash
Green
Flash
Red
Solid