NHTSA ID Number: 10201641
Manufacturer Communication Number: 21B58
TSB/Document Date: 2021-09-30
Summary
Certain 2020-2021 Model Year Transit Vehicles Equipped with 3.5L PFDI Engines Inactive Smart Acceleration Truncation Feature In all of the affected vehicles, the Smart Acceleration Truncation (SAT) feature is non-functional. The SAT feature is intended to provide common performance for an empty vehicle as would be expected for a fully loaded vehicle. The feature restricts the acceleration capability for empty vehicles where drivers utilize significant accelerator pedal input. When the SAT feature is non-functional, drivers who reach elevated torque/acceleration rates will not see the desired torque de-rate that the feature is expected to deliver.
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TSB/Document ID: 21B58
Replacement Service Bulletin Number:
MFR Communication Date: 2021-09-24
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: POWER TRAIN:AUTOMATIC TRANSMISSION:TORQUE CONVERTER
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
David J. Johnson
Director
Service Engineering Operations
Ford
Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
September 24, 2021
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B58
Certain 2020-2021 Model Year Transit Vehicles Equipped with 3.5L PFDI Engines
Inactive Smart Acceleration Truncation Feature
PROGRAM TERMS
This program will be in effect through October 31, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Transit
2020 - 2021
Kansas City
July 25, 2019 through March 29, 2021
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the Smart Acceleration Truncation (SAT) feature is non-functional. The
SAT feature is intended to provide common performance for an empty vehicle as would be expected
for a fully loaded vehicle. The feature restricts the acceleration capability for empty vehicles where
drivers utilize significant accelerator pedal input. When the SAT feature is non-functional, drivers who
reach elevated torque/acceleration rates will not see the desired torque de-rate that the feature is
expected to deliver.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
reprogram the Powertrain Control Module (PCM) using FDRS. 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 October 4, 2021. 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
Mobile Repair/Pick-up and Delivery Record
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 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B58
Certain 2020 and 2021 Model Year Transit Vehicles Equipped with a 3.5L PFDI Engine
Inactive Smart Acceleration Truncation Feature
Mobile Repair Recommendations
• Confirm with customer a Mobile Repair is feasible.
• Check OASIS prior to going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
• Transportation – due to the simplicity of this software update, a specialty vehicle is not
required.
Mobile Repair Additional Information
Please ensure the technician brings the following to the Mobile Repair destination:
• Printed Technical Instructions (for all outstanding FSA’s).
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Hotspot and battery charger will be required to perform all software updates.
• Charged cell phone, and laptop (FDRS).
• Shirt/uniform and vehicle graphic with dealership or Ford logos are recommended.
Mobile Repair Questions and Assistance
•
•
For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
OASIS ACTIVATION
OASIS will be activated on September 24, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
24, 2021. Owner names and addresses will be available by October 22, 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.
© Copyright 2021 Ford Motor Company
ATTACHMENT I
Page 2 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B58
Certain 2020 and 2021 Model Year Transit Vehicles Equipped with a 3.5L PFDI Engine
Inactive Smart Acceleration Truncation Feature
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.
NON-TRADITIONAL REPAIR APPROACHES
• 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 Dealers are eligible to claim one-half labor hour to cover costs associated with
completing a mobile repair.
o Dealers must retain a Mobile Repair Record with the repair order documentation. Refer
to the Claims Preparation and Submission section and Attachment IV for details.
o Dealers are encouraged to combine multiple repairs on the same trip for efficiencies.
• VEHICLE PICK-UP AND DELIVERY
o Dealers are authorized to claim one-half labor hour 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 IV for details.
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 3 of 3
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B58
Certain 2020 and 2021 Model Year Transit Vehicles Equipped with a 3.5L PFDI Engine
Inactive Smart Acceleration Truncation Feature
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
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 21B58 is the sub code.
▪ Customer Concern Code (CCC): D50 - Other Trouble-Specific to Engine
Function
▪ Condition Code (CC): 42 - Does Not Operate Properly
▪ Causal Part Number: 12A650
▪ 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
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD Customer Satisfaction Program 21B58
Certain 2020 and 2021 Model Year Transit Vehicles Equipped with a 3.5L PFDI Engine
Inactive Smart Acceleration Truncation Feature
LABOR ALLOWANCES
Description
Reprogram the Powertrain Control Module using FDRS
Mobile Repair or Vehicle Pick-up and Delivery Allowance –
Claim with applicable repair labor operation, for all 21B58
reprograming repairs, and any other outstanding FSA
repaired.
NOTE: This allowance is for dealer-performed mobile repairs
or vehicles pick-up/delivery for dealership repairs only.
NOTE: 21B58MM can only be claimed once regardless of
outstanding FSA’s repaired.
Labor Operation
Labor Time
21B58B
0.4 Hours
21B58MM
0.5 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
© Copyright 2021 Ford Motor Company
ATTACHMENT III
PAGE 1 OF 2
RECALL PROGRAM 21B58
CERTAIN 2020-2021 MODEL YEAR TRANSIT VEHICLES EQUIPPED WITH A 3.5L
PFDI ENGINE — INACTIVE SMART ACCELERATION TRUNCATION FEATURE
SERVICE PROCEDURE
Module Programming
NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTC's
after programming. For DTC's generated after programming, 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: 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 VCM is properly connected to the DLC.
2. Log into Ford Diagnostic and Repair System (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 VIN.
NOTE: Available modules are shown on the LH side of the screen, and available procedures are listed
on the RH side of the screen. Modules that are communicating are highlighted in green.
4. Select Toolbox tab.
5. From the list on the LH side of the screen, select the PCM.
6. From the list on the RH side of the screen, select PCM Software Update.
7. Click RUN. Follow all on-screen instructions carefully.
8. From the list on the RH side of the screen, select Self-Test and click RUN.
9. Click the Run Selected Tests button in the lower right.
10. Click the Clear & Retest button at the top of the screen to clear DTC's in all modules.
11. Disconnect the battery charger from the 12V battery once the programming has completed.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2021
ATTACHMENT III
PAGE 2 OF 2
RECALL PROGRAM 21B58
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.
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
09/2021
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
October 2021
Customer Satisfaction Program 21B58
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 Smart Acceleration Truncation (SAT) feature is nonfunctional. The SAT feature is intended to provide common performance for
an empty vehicle as would be expected for a fully loaded vehicle. The
feature restricts the acceleration capability for empty vehicles where drivers
utilize significant accelerator pedal input.
What is the effect?
When the SAT feature is non-functional, drivers who reach elevated
torque/acceleration rates will not see the desired torque de-rate that the
feature is expected to deliver.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram your vehicles Powertrain Control Module (PCM)
with new software, free of charge (parts and labor) under the terms of this
program.
This Customer Satisfaction Program will be in effect until October 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
Mobile Repair
Ford has authorized dealers to perform this update as either a mobile repair
(repair performed at the vehicle’s location) or vehicle pick-up and delivery for
free (confirm availability with your local Ford dealership).
• Mobile repair at the vehicle’s location
• Vehicle pick-up and delivery
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.
© Copyright 2021 Ford Motor Company
What should you do?
Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B58. 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.
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 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
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