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

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

April 23, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

DELIVERY HOLD
Customer Satisfaction Program 21B08 – Supplement #1
Certain 2021 Model Year F-150 Vehicles
Heated Mirror and Integrated Trailer Relay Module Reflash

New! REASON FOR THIS SUPPLEMENT
Labor Allowances: Additional labor allowance to clear the potential unavailable brake assist
message.
PROGRAM TERMS
This program will be in effect through April 30, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

2021

F-150

Dearborn Truck

January 8, 2020 through December 19, 2020

2021

F-150

Kansas City

February 12, 2020 through December 20, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
Some of the affected vehicles may have software logic errors affecting the heated mirror and the
ITRM. The heated mirror may not output heat at temperatures below zero degrees Celsius.
Also, a battery drain may occur under a certain sequence of events due to a logic error in the ITRM.
Under certain specific sequence, the ITRM battery drain may result in the inability to start the vehicle.
A customer could experience a battery drain within 14 hours under the following conditions: the trailer
is connected, vehicle is unlocked, parked, and the engine is off.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to reflash the DDM
and PDM, and reflash the ITRM. 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 February 22, 2021. 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 Letter

© Copyright 2021 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
System (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 2021 Ford Motor Company

ATTACHMENT I
Page 1 of 2
DELIVERY HOLD
Customer Satisfaction Program 21B08 – Supplement #1
Certain 2021 Model Year F-150 - Heated Mirror and Integrated Trailer Relay Module Reflash
OASIS ACTIVATION
OASIS will be activated on February 10, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 10,
2021. Owner names and addresses will be available by March 8, 2021.
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 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
DELIVERY HOLD
Customer Satisfaction Program 21B08 – Supplement #1
Certain 2021 Model Year F-150 - Heated Mirror and Integrated Trailer Relay Module Reflash

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 Warranty
Solution (OWS) online.
o When entering claims:
▪ Claim type 31: Field Service Action. The FSA number 21B08 is the sub code.
▪ Customer Concern Code (CCC): M05
▪ Condition Code (CC): 42
▪ Causal Part Number: 14B531
▪ Part Quantity: 0
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 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 1
DELIVERY HOLD
Customer Satisfaction Program 21B08 – Supplement #1
Certain 2021 Model Year F-150 - Heated Mirror and Integrated Trailer Relay Module Reflash

New! LABOR ALLOWANCES
Description
Reflash DDM / PDM (perform Window Learn if required) and
ITRM
Potential Unavailable Brake Assist Message:
The majority of vehicles will not require a drive cycle after
programming. If Reverse Brake Assist Unavailable
message appears, contact the SSSC for approval to road
test vehicle for five minutes. Refer to tech instructions.

Labor Operation

Labor Time

21B08B

0.5 Hours

21B08C

0.2 Hours

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

© Copyright 2021 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 21B08-S1

CERTAIN 2021 MODEL YEAR F-150 VEHICLES EQUIPPED WITH AN INTEGRATED
TRAILER TOW MODULE AND HEATED MIRRORS — REPROGRAM MODULES
SERVICE PROCEDURE
Module Programming
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.
1. 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.
2. 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.
3. Select the 'Toolbox' tab.
4. 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.
5. Select the Driver Door Module (DDM) and follow all on-screen instructions carefully. Then, select
the Passenger Door Module (PDM) and follow all on-screen instructions carefully to complete the
door module software updates.
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.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2021

ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 21B08-S1

9. Using the scan tool, perform the 'Power Door Window Initialization' in both the DDM and the PDM.
Then, proceed to Step 10.
10. Select Toolbox tab.
11. From the list on the LH side of the screen, select the TRM.
12. From the list on the RH side of the screen, select TRM - Trailer Module (TRM) Software Update.
13. Click RUN. Follow all on-screen instructions carefully.
14. From the list on the RH side of the screen, select Self-Test and click RUN.
15. Click the Run Selected Tests button in the lower right.
16. Click the Clear & Retest button at the top of the screen to clear DTC's in all modules.
17. Disconnect the battery charger from the 12V battery.
18. Program complete.
NOTE: The vehicle may exhibit a Reverse Brake Assist Unavailable message after module programming
has been completed. This may be due to a network interruption from programming or configuring
modules, which can cause steering center find to be reset. When the steering center find is reset,
this causes various features to become disabled. The steering center find can be relearned by
driving the vehicle approximately 5 minutes above 18 mph (30 km/h) straight ahead on a flat
surface with no steering inputs for a few seconds. When Steering center is found the Reverse
Brake Assist Unavailable message will go away.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2021

ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 21B08-S1

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 © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2021

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

February 2021
Customer Satisfaction Program 21B08
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, it may be possible there are software logic errors affecting
the driver and passenger exterior heated mirrors and the integrated trailer
relay module (ITRM).

What is the effect?

The heated mirror may not output heat at temperatures below zero degrees
Celsius. Under certain specific conditions, ITRM battery drain may result in
the inability to start your vehicle.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reflash your integrated trailer module relay and heated mirror
free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until February 28, 2022
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 21B08. 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 owner.ford.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. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action

© Copyright 2021 Ford Motor Company

performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
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.
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 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: owner.ford.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: 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 2021 Ford Motor Company