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

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

October 9, 2020

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B27
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L
Engine and 6F35 Transmission
Powertrain Control Module Reprogram
Customer Satisfaction Program 20N07
Certain 2015-2019 MKC and 2016-2019 Explorer Vehicles Equipped With the 2.3L
Engine and 6F35 Transmission
Transmission Extended Warranty Coverage

REF:

PROGRAM TERMS
This program will be in effect through November 30, 2021. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of November 30, 2021 to encourage
dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN List name and address available by November 10, 2020
to contact customers with affected vehicles. This will help minimize the number of vehicles that may
overheat the torque converter, which could require an additional repair.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Lincoln MKC

2015 - 2019

Louisville

August 20, 2013 through July 31, 2019

Ford Explorer

2016 - 2019

Chicago

September 29, 2014 through March 3, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In affected vehicles, the transmission torque converter may overheat in certain driving conditions. If
the torque converter overheats it can lead to adverse NVH, rough idle, and low performance
concerns. Ultimately this will require internal transmission repairs to resolve the concern. Ford Motor
Company has developed and update to the Powertrain Control Module software that helps protect the
transmission torque converter from overheating when exposed to certain driving styles.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
check for available powertrain control module (PCM) software update and reprogram the PCM using
IDS Release 117.01 or higher, while connected to the internet. Some vehicles may already have the
latest software. This service must be performed on all affected vehicles 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 October 26, 2020. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Attachment II:
Attachment III:
Owner Notification

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Instructions

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
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27
Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and
6F35 Transmission – Powertrain Control Module Reprogram
OASIS ACTIVATION
OASIS will be activated on October 9, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 9,
2020. Owner names and addresses will be available by November 10, 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
• 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.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC07715,
2020 Lincoln Pickup & Delivery Updates.

 Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27
Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and
6F35 Transmission – Powertrain Control Module Reprogram
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 “Related Damage” radio
button checked.
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.
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
20B27 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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC07715,
2020 Lincoln Pickup & Delivery Updates for details.

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 20B27
Certain 2015-2019 MKC and 2016-19 Explorer Vehicles Equipped With the 2.3L Engine and 6F35
Transmission
PCM Reprogram
LABOR ALLOWANCES
Description
Check for a PCM Software Update using IDS release 117.01
or higher and Reprogram if available

Labor Operation

Labor Time

20B27B

0.3 Hours

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 20B27

CERTAIN 2015-2019 MODEL YEAR MKC AND 2016-2019 MODEL YEAR EXPLORER
VEHICLES EQUIPPED WITH THE 2.3L ENGINE AND A 6F35 TRANSMISSION —
POWERTRAIN CONTROL MODULE (PCM) REPROGRAM
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: 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: Make sure the IDS computer does not enter sleep mode during programming.
2. Reprogram the PCM using Integrated Diagnostic Software (IDS) release 117.01 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.
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
10/2020

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 20B27

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 © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2020

Copyright 2020 Ford Motor Company

is

for your vehicle’s

Copyright 2020 Ford Motor Company

further?

FLEET, choose Option #3,

Copyright 2020 Ford Motor Company

Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand

for your vehicle’s torque converter under Customer Satisfaction Program

Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand

further?

Copyright 2020 The Lincoln Motor Company – A Ford Motor Company Brand