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

Customer Satisfaction Program 22B28

December 2022

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?

We want you to have the best and most comfortable driving experience
while driving your Mustang Mach-E. To ensure your vehicle is providing
optimal output from its heating system, we have developed a software
update to improve the heating capability, defrost and defog performance
when exterior temperatures are at or below -15oC/5oF.

What is the effect?

Without these updates, you may experience less than optimal cabin heating
and possible window frost or fogging while driving at highway speeds in
colder temperatures at or below -15oC/5oF.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has released
software for 22B28. Your vehicle is capable of Ford Power Up Software
Updates.
When Automatic Updates are turned ON (standard from the factory), the
software will be downloaded to your vehicle over a private wi-fi network or
through your vehicle’s modem through the cellular network. Before the
software will install you will have to schedule a day and time when you will
not need the vehicle for up to 60 minutes while the installation completes.
Note: Refer to ford.com/support for further information on your Ford Power
Up Software Updates system.
Should the software fail to load or install properly, Ford has authorized your
dealer to install 22B28 software free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2023 regardless of mileage. Coverage is automatically transferred to
subsequent owners.

 Copyright 2022 Ford Motor Company

How long will it take?

The time needed for this software installation is (approximately 60 minutes
(or one hour). If you prefer to go to your dealer for the software update, 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?

For your convenience, Ford is encouraging you to update your vehicle’s
software using Ford Power Up Software Update capabilities. By utilizing this
option, you should not need to take your vehicle to your dealer unless you’re
unable to successfully perform the update.
To complete this software update, your vehicle will have to be parked with
the ignition off for a short period of time. Also, you will have to schedule (we
suggest overnight or during work hours) the software installation to ensure
that you will not need your vehicle during the update. You can check the
progress of the installation via the icons on the in-vehicle screen, FordPass
app, or on the Owner website.
To set a recurring schedule,
1. Tap Settings on your vehicle's SYNC screen
2. Choose System (or Software) Updates
3. Press Schedule Updates
4. Choose Schedule
5. Choose your preferred days and times (the more days you select the
faster you will get updates)
6. Press Save
To confirm Automatic Updates is turned ON,
1. Tap Settings on your vehicle's SYNC screen
2. Choose System Updates
3. Confirm Automatic Updates is toggled to on
You will receive a reminder in your vehicle 24 hours prior and in your
FordPass App as well. You can reschedule up to 2 mins before the update
begins.
Important Notes
• Ford Power Up software updates are not deployed to all vehicles at
the same time.
• If you choose to turn Automatic Updates OFF, you will need to have
consented to all prior updates for this update to be deployed to your
vehicle.
• Update Details will specify this recall as being included when this
update is available/successfully installed on your vehicle.
• Refer to Ford.com/support for further information.
If you choose to have your dealer install this software, please call your
dealer to schedule a service appointment for Customer Satisfaction Program
22B28. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.

 Copyright 2022 Ford Motor Company

(continued)

How to maintain
optimal cabin heating.

If you do not already have a servicing dealer, you can access
ford.com/support 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 parking in certain locations and controlling
certain functions on your vehicle (lock or unlock doors, remote start) if it is
equipped to allow control.
Ford has developed a video to assist you
• Preconditioning: The best way to heat or cool your electric vehicle
is to precondition it while it’s plugged into a power source. (Can be
set through the FordPass App.)
•

Defrost Settings: You can use the max defrost settings to clear your
windows before driving in cold weather.

Auto Mode: Use auto mode to optimize the available hot or cold air.
Auto mode uses input from sensors inside and outside the vehicle to
automatically adjust the cabin temperature to a comfortable level.
Any questions? Go to Ford.com/Support.
Ford has created a short video describing these settings and how to
optimize cabin heating. For your convenience, Ford has provided the QR
code below which can take you directly to the video.
•

Scanning a QR code using a device is straightforward: Open the QR reader
application or the camera on your smartphone. Point it at the QR code, then
tap the banner that appears on your device. Follow the instructions on the
screen to finish.

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.

 Copyright 2022 Ford Motor Company

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: ford.com/support
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
Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, 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: 7:00AM - 11:00PM
and Saturday 7:00AM – 5:00PM (Eastern Time).

Thank you for your attention to this important matter.
Ford Customer Service Division

 Copyright 2022 Ford Motor Company

Ford Power-Up Software: Updates

How to turn on Automatic Updates and Set a Recurring Schedule
Ford Power-Up software updates are downloaded and installed over-the-air using an either an external WiFi or
FordPass™ Connect (vehicle modem). Most software updates will happen seamlessly in the background, as
long as both of the following have been done on your vehicle:
1. Automatic Updates is turned ON
2. A Recurring Schedule has been set.
We recommend scheduling updates for overnight or at a time that you will not need to enter or use the vehicle.
See your Owner’s Manual for more information on how to navigate your entertainment display.
To set a recurring schedule:
1. Tap Settings on your vehicle's SYNC screen.
2. Choose System (or Software) Updates
3. Press Schedule Updates (or Recurring Update Schedule)
Depending on your vehicle you will either:
4. Choose Schedule
5. Choose your preferred days and times.
6. Press Save
or
4. Select one of the Preset options OR Select Custom Schedule
5. If Custom Schedule choose your preferred days (2 minimum) and time.
6. Exit the screen (Schedule is auto saved).
To confirm Automatic Updates is turned ON:
1. Tap Settings on your vehicle's SYNC screen.
2. Choose System (or Software) Updates
3. Confirm Automatic Updates is toggled to on
Prior to software download and installation, you will receive a reminder in your vehicle (24 hours prior) and in
your FordPass App. You can reschedule up to 2 mins before the update begins.
Important Notes
• Ford Power-Up software updates are not deployed to all vehicles at the same time.
• If you choose to turn Automatic Updates OFF, you will need to have consented to all prior updates for
this update to be deployed to your vehicle.
• Update Details will specify this program as being included when this update is available / successful
installed on your vehicle.
• Refer to Ford.com/support for further information.
NOTE: In your vehicle’s entertainment display the Update Details screen will specify this recall as being
included when this update is available or successfully installed on your vehicle. You will also get an Update
Successful alert in the message center of your Ford Pass app.
If you are unsure if you have received the software update for this recall or have any questions regarding
software updates, please call our specially trained Software Update Customer Relationship Center at:
1-833-389-0848.