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

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

December 17, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B37 – Supplement #1
Certain 2021 Model Year F-150 Vehicles with a 5.0L Engine
Powertrain Control Module (PCM) Calibration for Oil Minder Update
NEW VEHICLE DELIVERY HOLD - Customer Satisfaction Program 21B37
Dated: June 24, 2021
TSB 21-2126 - Dated: April 19, 2021
TSB 21-2159 - Dated: May 17, 2021

REF:
REF:

New! REASON FOR THIS SUPPLEMENT
• Program Terms: The program expiration date has been extended through September 30, 2022.
• Follow Up Owner Notifications: Owner letters advising of the extended expiration date will be
sent.
New! PROGRAM TERMS
This program will be in effect through September 30, 2022. There is no mileage limit for this program.
New! URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2022. FSA VIN Lists are
expected to be available by June 24, 2021.
AFFECTED VEHICLES
Vehicle

Model Year

F-150

2021

Assembly Plant

Build Dates

Dearborn

October 5, 2020 through April 3, 2021

Kansas City

June 1, 2020 through April 22, 2021

Affected vehicles are identified in OASIS and FSA VIN Lists.
NOTE: The following Technical Service Bulletins (TSBs) include the same PCM reprogramming as
contained in this FSA:
• TSB 21-2126
• TSB 21-2159
Therefore, 21B37 will be closed automatically when repairs for either of these TSBs are performed.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the PCM may enter a non-recoverable reset condition at key-on when
the software detects a low oil level AND the oil life remaining is between 5-20%. When the PCM is in the
reset condition, the driver may experience a condition where the engine will not attempt to turn on when
the driver turns the key or presses the “engine start” button.

© Copyright 2021 Ford Motor Company

SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
reprogram the PCM. This service must be performed on all affected vehicles at no charge to the vehicle
owner.
For unsold units, vehicles without Ford Power-Up software update capability, and customers requesting
the PCM software update, dealers will reflash the PCM per standard workshop manual procedures. For
vehicles exhibiting a condition where the engine will not attempt to turn on when the driver turns the key
or presses the “engine start” button, dealers will reflash the PCM and perform an oil change.
Once the Ford Power-Up software update is available, owners with Ford Power-Up enabled will be given
the option of installing the software update themselves.
New! OWNER NOTIFICATION MAILING SCHEDULE
Follow up owner letters advising of the new program expiration date are expected to be mailed by the
end of December 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
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
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B37 – Supplement #1
Certain 2021 Model Year F-150 Vehicles with a 5.0L Engine
PCM Calibration for Oil Minder Update
OASIS ACTIVATION
OASIS was activated on June 24, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on June 24, 2021.
Owner names and addresses were available by July 31, 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.
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.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B37 – Supplement #1
Certain 2021 Model Year F-150 Vehicles with a 5.0L Engine
PCM Calibration for Oil Minder Update
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 21B37 is the sub code.
▪ Customer Concern Code (CCC): E29
▪ Condition Code (CC): 04
▪ 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.
NOTE: The following TSBs include the same PCM reprogramming as contained in this FSA:
• TSB 21-2126
• TSB 21-2159
Therefore, 21B37 will be closed automatically when repairs for either of these TSBs are performed.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B37 – Supplement #1
Certain 2021 Model Year F-150 Vehicles with a 5.0L Engine
PCM Calibration for Oil Minder Update
LABOR ALLOWANCES
Description

Labor
Operation

Labor
Time

Reprogram the PCM to the latest level using FDRS.

21B37B

0.4 Hours

Reprogram and reset the pcm, includes time to change the engine oil and
filter, reset oil change reminder (do not use with any other labor operations)

21B37C

0.8 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION (only claim below parts with 21B37C)
Part Number

Description

XO-5W30-Q1SP

Motorcraft® SAE 5W-30 Synthetic Blend Motor Oil

Order
Quantity

Claim
Quantity

1

8

AA5Z-6714-A
Engine Oil Filter (1 req/case of 12)
1
1
Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Less than 8% of the affected vehicle population is expected to require engine oil and filter replacement.
DEALER PRICE
For latest prices, refer to DOES II.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st 2021 or later must be inspected and signed off on the repair order by a member of your dealers
fixed operations management team or an employee the task has been delegated to. If the task is to be
delegated to a non-management employee, the employee needs to be someone other than the
technician who completed the repair and needs to understand the importance of completing this task
consistently and accurately.
•

All parts replaced as part of an FSA repair should be returned to the parts department following
the Warranty Parts Retention and Return Policies.

•

Inspect the replaced parts to verify the FSA repair was completed.

•

If the FSA repair is found to be complete, the designated employee signs the repair order line or
parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts were
inspected and validated to have been replaced.

•

After the parts have been inspected, they should be handled based on the guidance in the parts
status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.).

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 21B37 – Supplement #1
Certain 2021 Model Year F-150 Vehicles with a 5.0L Engine
PCM Calibration for Oil Minder Update
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
•

This process is subject to review during warranty audits for FSA repairs with a repair order open
date of March 1st, 2021 or later. Any eligible FSA claims requiring parts replacement, found not to
have been inspected and signed off during a warranty audit will be subject to chargeback and
consideration for enrollment into the Dealer Incomplete Recall Repair Process.
Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle repairs,
and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA parts
inspection process (electronic or handwritten) is independent from other warranty approval requirements.
The approval by the designated employee implies that the FSA parts were found to be replaced and
must be able to be clearly identified on the Repair Order. If multiple FSA’s require approval on a single
Repair Order, each applicable occurrence will require individual post repair approval by the designated
employee.

© Copyright 2021 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 21B37-S1

CERTAIN 2021 MODEL YEAR F-150 VEHICLES WITH A 5.0L ENGINE - PCM
CALIBRATION FOR OIL MINDER UPDATE
SERVICE PROCEDURE
1. Does the vehicle start?
Yes - Proceed to Step 2.
No - Proceed to PCM and Oil Minder Reset, on Page 2.
2. Connect the FDRS. Does the FDRS communicate with the PCM?
Yes - Proceed to Step 3.
No - Proceed to PCM and Oil Minder Reset, on Page 2.

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.
3. 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.
4. 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.
5. Click 'Read VIN from Vehicle' or manually enter the VIN then click GO.
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.
6. Select Toolbox tab.
7. Select the Software Updates tab on the top of the RH side of the screen.
8. From the list on the RH side of the screen, find PCM - Powertrain Control Module (PCM) Software
Update.
9. Click Download and then click RUN. Follow all on-screen instructions carefully.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
12/2021

ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 21B37-S1

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

PCM and Oil Minder Reset
1. Perform a reset of the PCM by following the instructions and running the reset program found in the
ZIP file:
Click here to obtain the file
2. Reprogram the PCM using the latest software level of the appropriate Ford diagnostic scan tool.
Refer to Module Programming on Page 1.
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.

3. Change the engine oil and engine oil filter. Refer to the Workshop manual (WSM), Section 303-01E.
4. Perform a reset of the engine oil change reminder. Refer to the vehicle Owner's Manual.
5. This recall is complete.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
12/2021

ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 21B37-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
12/2021

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

December 2021
Customer Satisfaction Program 21B37
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 Powertrain Control Module (PCM) may enter an engine
no-start condition at key-on if the software detects a low oil level AND the oil
life remaining is between 5-20%.

What is the effect?

If your oil level is low AND the oil life remaining is between 5-20%, the
engine may not attempt to turn on when the driver turns the key or presses
the “engine start” button.

What will Ford and
your dealer do?

In the interest of customer satisfaction, a Ford Power-Up (over-the-air) PCM
software update is expected to be available by the end of September 2022.
For more information on how your vehicle receives a Ford Power-Up
software update, refer to “Over-The-Air Updates” in your owner manual.
If you do not wish to wait for the Ford Power-Up software update, please
schedule a service appointment with your local dealership to have your
software updated. Ford Motor Company has authorized your dealer to
reprogram the Powertrain Control Module free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program expiration date has been extended until
September 30, 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.

© Copyright 2021 Ford Motor Company

What should you do?

Engine Oil Dipstick

Regularly check and maintain a full engine oil level, between the B and C
marks on the vehicle’s engine oil dipstick, per the owner manual.
Additionally, confirm Ford Power-Up is enabled on your vehicle to accept the
software update when available. Refer to “Over-The-Air Updates” in your
owner manual. It is also recommended that you not let your oil life drop
below 20% until after you have received the PCM update (either through the
Ford Power-Up software update or by visiting your dealership).
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. FordPass has other
features such as reserving parking in certain locations and the ability to
remotely control certain functions on your vehicle (lock or unlock doors,
remote start) if your vehicle is equipped.

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