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

ATTACHMENT III
PAGE 5 OF 5
CUSTOMER SATISFACTION PROGRAM 21N03-S3

Important Information for Module Programming when using FDRS

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
11/2021

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

October 2021
Customer Satisfaction Program 21B10, 21N03, and 21N08
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 to
reprogram the powertrain control module (PCM).
Why are you receiving
this notice?

On your vehicle, it may be possible that an undesirable noise may develop
from the cam phasers in the 3.5L GTDI engine. This noise might occur as a
rattle when starting the engine after your vehicle was turned off for an
extended period of time, or as a knocking noise when the engine is idling
after it is warmed up. Ford Motor Company has developed an update to the
PCM software that helps protect your cam phasers so that they will not
develop an undesirable noise. This PCM update is program 21B10.
In rare instances, some vehicles will experience an engine shudder after
reprogramming the PCM with the 21B10 update. Ford Motor Company will
provide a no-cost, one-time repair under program 21N08 to return the
vehicle’s PCM to the prior calibration.
Additionally, for customers who receive the PCM update under program
21B10 prior to February 28, 2022 and continue to experience cam phaser
noise, Ford Motor Company will provide an prorated, one-time repair for the
cam phasers under Customer Satisfaction Program 21N03, and coverage
will expire on January 1, 2023. Program 21N03 will reimburse for a one-time
repair based on the mileage chart on the next page.

What is the effect?

A cam phaser that has developed an undesirable noise does not affect the
vehicle safety, performance, or emissions.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to address this issue by reprogramming the PCM free of charge
(parts and labor) under the terms of program 21B10. Receiving this service
on or before February 28, 2022 may help avoid additional repairs and will
activate Customer Satisfaction Program 21N03 on your vehicle.

© Copyright 2021 Ford Motor Company

Continued…

You can have your vehicle’s PCM reprogrammed under Customer
Satisfaction Program 21B10 until July 31, 2022, regardless of mileage.
Coverage is automatically transferred to subsequent owners.
If your vehicle exhibits an engine shudder after the 21B10 PCM reprogram,
Ford Motor Company has authorized your dealer to revert the PCM
programming back to the prior version under Customer Satisfaction Program
21N08. Customer Satisfaction Program 21N08 is a no-cost, one-time repair.
If your vehicle exhibits an undesirable noise generated by the cam phasers,
and your cam phasers are no longer covered under your powertrain
warranty, Ford Motor Company has authorized your dealer to replace the
cam phasers under Customer Satisfaction Program 21N03, provided that
you received the 21B10 PCM reprogramming prior to February 28, 2022.
The cost of replacing the cam phasers will be prorated using the table below
and will use the vehicle mileage at the time of Repair Order creation for
program 21N03. This is a one-time repair program.
Ford Vehicles
Mileage
Ford Will Cover

How long will it take?

Up to 69,999

100%

70,000 – 79,999

66%

80,000 – 89,999

33%

90,000 or higher

0%

The time needed to perform program 21B10 and reprogram the PCM is less
than one half day. However, due to service scheduling requirements, your
dealer may need your vehicle for a longer period of time.
The time needed to perform program 21N08 and reprogram the PCM back
to the prior level is less than one half day. However, due to service
scheduling requirements, your dealer may need your vehicle for a longer
period of time.
The time needed to perform program 21N03 and replace the cam phasers is
about one and a half days. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.
Please talk to your dealer if you require a rental vehicle while the cam
phasers are being replaced.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B10. 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

© Copyright 2021 Ford Motor Company

vehicle damage that may result from the failure to have this service action
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 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.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund under program 21N03. Refunds will only be
provided for service related to cam phaser replacement due to noise. To
verify eligibility and expedite reimbursement, give your paid original receipt
to your dealer before February 28, 2022. Your refund will be prorated based
on the mileage at the time of repair. See table below. To avoid delays, do
not send receipts to Ford Motor Company.
Ford Vehicles
Mileage

Ford Will Cover

Up to 69,999

100%

70,000 – 79,999

66%

80,000 – 89,999

33%

90,000 or higher

0%

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

© Copyright 2021 Ford Motor Company

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

The Lincoln Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

October 2021
Customer Satisfaction Program 21B10, 21N03, and 21N08
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the Lincoln 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 that an undesirable noise may develop
from the cam phasers in the 3.5L GTDI engine. This noise might occur as a
rattle when starting the engine after your vehicle was turned off for an
extended period of time, or as a knocking noise when the engine is idling
after it is warmed up. The Lincoln Motor Company has developed an update
to the PCM software that helps protect your cam phasers so that they will
not develop an undesirable noise. This PCM update is program 21B10.
In rare instances, some vehicles will experience an engine shudder after
reprogramming the PCM with the 21B10 update. The Lincoln Motor
Company will provide a no-cost, one-time repair under program 21N08 to
return the vehicle’s PCM to the prior calibration.
Additionally, for customers who receive the PCM update under program
21B10 prior to February 28, 2022 and continue to experience cam phaser
noise after receiving that PCM update, The Lincoln Motor Company will
provide an extended warranty for the cam phasers. The cam phaser
extended warranty is Customer Satisfaction Program 21N03, and coverage
will expire on January 1, 2023. Program 21N03 will reimburse for a one-time
repair based on the mileage chart on the next page.

What is the effect?

A cam phaser that has developed an undesirable noise does not affect the
vehicle safety, performance, or emissions.

What will Lincoln and
your dealer do?

In the interest of customer satisfaction, The Lincoln Motor Company has
authorized your dealer to address this issue by reprogramming the PCM free
of charge (parts and labor) under the terms of program 21B10. Receiving
this service on or before February 28, 2022 may help avoid additional

© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand

Continued…

repairs and will activate Customer Satisfaction Program 21N03 on your
vehicle.
You can have your vehicle’s PCM reprogrammed under Customer
Satisfaction Program 21B10 until July 31, 2022, regardless of mileage.
Coverage is automatically transferred to subsequent owners.
If your vehicle exhibits an engine shudder after the 21B10 PCM reprogram,
The Lincoln Motor Company has authorized your dealer to revert the PCM
programming back to the prior version under Customer Satisfaction Program
21N08. Customer Satisfaction Program 21N08 is a no-cost, one-time repair.
If your vehicle exhibits an undesirable noise generated by the cam phasers,
and your cam phasers are no longer covered under your powertrain
warranty, The Lincoln Motor Company has authorized your dealer to replace
the cam phasers under Customer Satisfaction Program 21N03, provided that
you received the 21B10 PCM reprogramming prior to February 28, 2022.
The cost of replacing the cam phasers will be prorated using the table below
and will use the vehicle mileage at the time of Repair Order creation for
program 21N03. This is a one-time repair program.
Lincoln Vehicles

How long will it take?

Mileage

Lincoln Will Cover

Up to 79,999

100%

80,000 – 89,999

66%

90,000 – 99,999

33%

100,000 or higher

0%

The time needed to perform program 21B10 and reprogram the PCM is less
than one half day. However, due to service scheduling requirements, your
dealer may need your vehicle for a longer period of time.
The time needed to perform program 21N08 and reprogram the PCM back
to the prior level is less than one half day. However, due to service
scheduling requirements, your dealer may need your vehicle for a longer
period of time.
The time needed to perform program 21N03 and replace the cam phasers is
about one and a half days. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.
Please talk to your dealer if you require a rental vehicle while the cam
phasers are being replaced.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 21B10. Provide the dealer with the VIN of
your vehicle. The VIN is printed near your name at the beginning of this
letter.
Lincoln owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with

© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand

a Lincoln vehicle for use during service. Please request Lincoln Pickup &
Delivery through your dealership if you would like to take advantage of this
option.
If you do not already have a servicing dealer, you can access
owner.lincoln.com for dealer addresses, maps, and driving instructions.
The Lincoln 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. The Lincoln 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. Therefore, please have
this service action performed as soon as possible.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner 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)

Lincoln dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting client vehicles and vehicles used for
Pickup & Delivery* both 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 Lincoln and your local dealer are working hard to keep you on the road
during these challenging times, please visit owner.lincoln.com.
*Complimentary Lincoln Pickup & Delivery Service is available for all 2017
model year and newer Lincoln vehicles within the 4-year/50,000 mile New
Vehicle Limited Warranty. Contact your preferred dealer for
important details. Mileage limitations may apply.

© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid for repair was performed before the date of this letter,
you may be eligible for a refund under program 21N03. Refunds will only be
provided for service related to cam phaser replacement due to noise. To
verify eligibility and expedite reimbursement, give your paid original receipt
to your dealer before February 28, 2022. Your refund will be prorated based
on the mileage at the time of repair. See table below. To avoid delays, do
not send receipts to The Lincoln Motor Company.
Lincoln Vehicles
Mileage

Lincoln Will Cover

Up to 79,999

100%

80,000 – 89,999

66%

90,000 – 99,999

33%

100,000 or higher

0%

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
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.lincoln.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.
The Lincoln Motor Company

© Copyright 2021 The Lincoln Motor Company – A Ford Motor Company Brand