x2
2068B

FIGURE 3

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CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

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CUSTOMER SATISFACTION PROGRAM 20B45

4. Remove the 4 bolts and the IPC. See Figure 4.
• Disconnect the electrical connector.
•Torque: 21 lb.in (2.4 Nm)

x4

2068D

FIGURE 4
5.Install the new IPC by reversing the removal procedure.

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DEARBORN, MICHIGAN 48121
11/2021

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Module Programming
IMPORTANT: ONLY proceed if you have received the confirmation from SSSC.
IMPORTANT: DO NOT allow the diagnostic scan tool to read the Vehicle Identification Number
(VIN) automatically, MANUALLY enter the VIN ONLY.
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.
2. Log into Ford Diagnostic and Repair System (FDRS).
NOTE: DO NOT allow the diagnostic scan tool to read the VIN automatically, MANUALLY enter the
VIN ONLY.
3. Manually enter the VIN and then select "Go".
4. When prompted with "Vehicle Communication Device not detected" Select continue. See Figure 5.

2068E

FIGURE 5
5. Select Toolbox tab.
6. From the list on the Left Hand (LH) side of the screen, select the IPC.
7. From the list on the Right Hand (RH) side of the screen, locate IPC - Instrument Panel Cluster (IPC)
Programmable Module Installation and click "Download".

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

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8. Connect the Vehicle Communication Module II (VCM II). See Figure 6.
a. Plug the VCM II into the diagnostic scan tool and into the vehicles Data Link Connector (DLC).
b. Click the red icon of the vehicle communication device in the bottom right hand of the screen.
c. Select "Ok".

• The vehicle communication device icon (b) will turn green once the VCM II is connected.

c

b

2068F

FIGURE 6
9. Click "RUN" on the IPC - Instrument Panel Cluster (IPC) Programmable Module Installation. Follow all
on-screen instructions carefully.
10. When prompted with the question " is the original module installed?" select "No". See Figure 7.

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2068G

FIGURE 7

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11/2021

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11. Continue to follow the on-screen instructions carefully.
12. From the list on the RH side of the screen, select Self-Test and click RUN.
13. Click the Run Selected Tests button in the lower right.
14. Click the Clear & Retest button at the top of the screen to clear DTC's in all modules.
15. Disconnect the battery charger from the 12V battery once the programming has completed.

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 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 DLC and from the diagnostic scan tool.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and diagnostic scan tool. 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.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all
parts replaced under this FSA must be scrapped in accordance with all applicable local, state and
federal environmental protection and hazardous material regulations. Refer to the Parts Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

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

December 2021
Customer Satisfaction Program 20B45
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?

A 2.3" instrument panel cluster display screen is installed in your vehicle
instead of the 4.2" display screen that was ordered.

What is the effect?

While the display screen size is noticeable, there is not a functional effect on
the instrument panel cluster.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
two options for your choosing. You can choose only one of the two options.
First Option: Compensation for the equivalent value of the vehicle
specification originally ordered. See Customer Waiver at the bottom of this
letter for more information.
Second Option: Your dealer will modify your vehicle by replacing the
instrument panel with the 2.3" display screen with an instrument panel
cluster with a 4.2" display screen, free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2022 regardless of mileage. Coverage is only for the original owner or
lessee of the vehicle and will not be transferred to subsequent owners.

How long will it take?

The time needed for the instrument panel cluster replacement is less than
one-half day. However, federal odometer regulations require the new
instrument panel cluster to be configured with the current mileage and
engine hours which may require the vehicle to remain at the dealer for
several days or weeks, depending on part availability.

What should you do?

Please check the box for the option of your choosing on the voucher below,
and return using the included self-addressed stamped envelope. If you are
choosing the instrument panel cluster replacement, call your dealer without
delay to schedule a service appointment for Customer Satisfaction Program
20B45. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
© Copyright 2021 Ford Motor Company

What should you do?
(Continued)

If you are choosing the financial compensation, a refund check will be mailed
back to you at the address on the voucher in approximately 2-3 weeks of
receipt.
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.
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 are not the
original owner of this
vehicle?

NOTE: This program is only applicable to the original purchaser or
lessee of the vehicle, regardless of whether they still own the vehicle
or not.
If you are not the original owner of this vehicle, and have an address for the
original owner, please forward this letter to the original owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the original 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.

© Copyright 2021 Ford Motor Company

OWNER INFORMATION WAIVER – CUSTOMER SATISFACTION PROGRAM 20B45
As an alternative to IPC replacement, Ford Motor Company is offering the vehicle's original owner $200 in a
cash check.
If you are the original owner of the vehicle, please make your selection on the voucher, fill in the name and
address, sign your full name, and mail it back using the self-addressed stamped envelope included with this
letter.
You are confirming your selection of either a replacement IPC or the financial compensation of $200, the
equivalent value of the vehicle specification originally ordered.
By choosing the financial compensation, you will waive your eligibility to receive the 4.2” display IPC.

NOT A CHECK
REQUEST CHECK IN THE
AMOUNT OF:
MAIL CHECK TO:

$200 Hundred Dollars or Request IPC Replacement from Dealer
ORIGINAL OWNER/LESSEE:
ADDRESS:
CITY/STATE:
ZIP:

_________________________________________
_________________________________________
______________________________________________
_________________________________________

Please select your preferred option below, sign the voucher and return in the postage prepaid envelope included with this letter:
Replacement IPC

Financial Compensation of $200

Printed Vehicle Owner Name

12345678901234567
TEST OWNER NAME
12345 TEST STREET
TEST CITY, XX 12345
ORIGINAL VEHICLE OWNER SIGNATURE

© Copyright 2021 Ford Motor Company