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

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

July 20, 2020
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 20B31
Certain 2020 Model Year Transit Vehicles
Standard Battery Guard Feature Timeout

PROGRAM TERMS
This program will be in effect through July 31, 2021. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Transit

Model Year Assembly Plant
2020

Kansas City

Build Dates
May 1, 2019 through July 5, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the Standard Battery Guard (SBG) feature, typically used by specific
third-party converters and upfitters, may not remain active for the period of time specified in the Ford
Body & Equipment Mounting Manual (BEMM) after the vehicle is turned off. The SBG feature is used
to control accessory power to peripheral devices connected to the vehicle power supply by utilizing
the auxiliary fuse panel. For dual-battery equipped vehicles, the SBG can also control accessory
power for the Customer Connection Point 2 (CCP2). The SBG feature may timeout prematurely and
shut off vehicle accessory power to non-Ford connected peripheral devices at around 15 to 20
minutes rather than the full SBG timeout of 30 minutes on single battery equipped vehicle s and 75
minutes on dual-battery equipped vehicles.
SERVICE ACTION
Dealers are to reprogram the Body Control Module (BCM) and clear the Diagnostic Trouble Codes
(DTCs) from the BCM after programming using the Ford Diagnostic and Repair System (FDRS) on:
• ALL vehicles in dealer stock.
• Sold units ONLY if an affected vehicle owner desires the SBG feature to remain active for
more than 15 minutes. A shorter SGB timeout may increase expected battery life. Only a
select few vehicles may require the SBG feature to remain active for more than 15 minutes to
power non-Ford connected peripheral devices.
NOTE: The BCM software update only benefits vehicles utilizing the auxiliary fuse panel or CCP2 to
connect peripheral devices.
NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on the 2020 Transit
vehicles.
This service must be performed, on all vehicles in dealer stock and on sold units only if an affected
vehicle owner desires the update, at no charge to the vehicle owner.

© Copyright 2020 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of August 10, 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
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 2
Customer Satisfaction Program 20B31
Certain 2020 Model Year Transit Vehicles
Standard Battery Guard Feature Timeout
OASIS ACTIVATION
OASIS will be activated on July 20, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 20, 2020.
Owner names and addresses will be available by August 25, 2020 for units in dealer stock only.
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.

© Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 20B31
Certain 2020 Model Year Transit Vehicles
Standard Battery Guard Feature Timeout
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
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 Warr anty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
(20B31) 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 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 20B31
Certain 2020 Model Year Transit Vehicles
Standard Battery Guard Feature Timeout
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
Reprogram the BCM, and clear BCM DTCs using FDRS.
20B31B
0.3 Hours
(IDS cannot be used on the affected vehicles)
NOTE: The BCM software update has no effect on stock vehicles or on the body control module
battery saver feature and only benefits vehicles utilizing the auxiliary fuse panel or the CCP2 power
supplies.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

© Copyright 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 20B31

CERTAIN 2020 MODEL YEAR TRANSIT VEHICLES — STANDARD BATTERY
GUARD FEATURE TIMEOUT
SERVICE PROCEDURE
Module Programming
1. Connect a battery charger to the 12V battery.
NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not
the 12 volt battery negative terminal to prevent the battery saver mode from activating on the
vehicle.
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure
there is a good internet connection and the Vehicle Communication Module (VCM II) is properly
connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during
module programming.
2. Launch FDRS.
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is
run. Vehicle identification data appears on the screen when this is complete.
3. Click 'Read VIN from Vehicle' or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
4. Select Toolbox tab.
5. Select Body Control Module (BCM) – Software Update. Follow all on-screen instructions carefully to
complete the software update.
6. From the list on the RH side of the screen, select Self-Test and click RUN.
7. Click the Run Selected Tests button in the lower right.
8. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in all
modules.
9. Disconnect the battery charger from the 12V battery.
10. Module programming is Complete.

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2020

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 20B31

Important Information for Module Programming

NOTE: When programming 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
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module
(VCMM) 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 FDRS/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
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not,
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.

CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2020

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

August 2020
Customer Satisfaction Program 20B31
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 standard battery guard (SBG) feature, typically used by
specific third-party converters and upfitters, may not remain active for the
period of time specified in the Ford Body & Equipment Mounting Manual
(BEMM) after the vehicle is turned off. The standard battery guard feature is
used to control accessory power to peripheral devices connected to the
vehicle power supply by utilizing the auxiliary fuse panel. For dual-battery
equipped vehicles, the standard battery guard can also control accessory
power for the customer connection point 2 (CCP2).

What is the effect?

The standard battery guard feature may timeout prematurely and shut off
vehicle accessory power to non-Ford connected peripheral devices at
around 15 to 20 minutes rather than the full standard battery guard timeout
of 30 minutes on single battery equipped vehicles and 75 minutes on dualbattery equipped vehicles.
NOTE: The body control module (BCM) software update only benefits
vehicles utilizing the auxiliary fuse panel or the customer connection point 2
to connect non-Ford peripheral devices.
NOTE: A shorter standard battery guard timeout may increase expected
battery life.

What will Ford and
your dealer do?

If you desire the standard battery guard feature timeout be increased to the
full standard battery guard feature timeout of 30 minutes on single battery
equipped vehicles and 75 minutes on dual-battery equipped vehicles, Ford
Motor Company has authorized your dealer to reprogram the body control
module free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until July 31, 2021
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

© Copyright 2020 Ford Motor Company

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.

COVID-19
(CORONAVIRUS)

Ford dealerships have implemented enhanced protocols to ensure both your
safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed a
critical service. Please contact your local dealer to confirm current service
hours. For more information on how Ford and your local dealer are working
hard to keep you on the road during these challenging times, please visit
owner.ford.com.

What should you do?

If you have converted or upfitted your vehicle and you want the standard
battery guard feature timeout increased, please inform your dealer. Provide
the dealer with the VIN of your vehicle to schedule a service appointment for
Customer Satisfaction Program 20B31. The VIN is printed near your name
at the beginning of this letter. Your dealer will reprogram the body control
module free of charge (parts and labor).
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. If you do not already have a servicing dealer, you can access
www.owner.ford.com for dealer addresses, maps, and driving instructions.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through our FordPass App. The app can be
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).

© Copyright 2020 Ford Motor Company

Can we assist you
further?
(continued)

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).
MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll free at
1-866-906-9811. Representatives are available 24 hours a day.

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

© Copyright 2020 Ford Motor Company