Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division

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

February 27, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank

REF:

Customer Satisfaction Program 22B10 - Supplement #1
Dated October 17, 2022

New! REASON FOR THIS SUPPLEMENT
•
•
•
•

Owner Notification Mailing Schedule: Owner letters are expected to be mailed the week of
March 6, 2023.
Owner Refunds: Refund expiration date extended to August 5, 2023.
Pickup and Delivery: Updates to Pickup and Delivery details.
Claims Preparation and Submission: Updated claiming for pickup and delivery.

PROGRAM TERMS
This program will be in effect through August 5, 2023. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Mach-E

2021

Cuautitlan

September 14, 2020, through July 7, 2021

Affected vehicles are identified in OASIS and FSAVIN Lists.
REASON FOR THIS PROGRAM
The 2021Mach-E was initially launched with a Phone as a Key (PaaK) and with single remote control.
Customer feedback indicates that PaaK is not working as planned and a second remote control is
desired. A second remote control and a key blank will be provided for all affected vehicles.
SERVICE ACTION
Dealers are to provide additional remote control and key blank at no charge to the vehicle owner.
Option 1: At the customer’s request, program and provide additional remote control and key blank.
Option 2: At the customer’s request, a refund (plus applicable sales tax), using the following steps:
• Submit a claim for the refund amount to close the program (see “Claims Preparation and
Submission” in Attachment I).

 Copyright 2023 Ford Motor Company

New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of March 6, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Attachment II:
Attachment III:
Owner Notification

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Information

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,

Stacy L. Balzer

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 1 of 3
Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank
OASIS ACTIVATION
OASIS was activated on August 5, 2022.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com by August 5,
2022. Owner names and addresses will be available in late October 2022.
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.
New! OWNER REFUNDS
•

Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer expires
on August 5, 2023. Refunds will only be provided to the owner plus applicable tax, instead of
providing an additional remote control and key blank.

•

Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.

•

Refunds will only be provided for the cost associated with a second remote control and key
blank.

RENTAL VEHICLES
• Rental vehicles are not approved for this program.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 2 of 3
Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank
New! PICK-UP AND DELIVERY
All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery
service (at participating dealers) in lieu of a rental vehicle. Refer to EFC12071, 2023 Remote
Experience Program for details.
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 FSAs / 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 before completing the repair.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 3 of 3
Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank
New! 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 22B10 is the subcode.
 Customer Concern Code (CCC): L20
 Condition Code (CC): 42
 Causal Part Number: PATSKEY
 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.
• Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup &
Delivery (PDL) Offset section for details.
• Refunds: Owners who purchased an additional remote control and key blank before the
FSA program.
o Claim Labor Operation MTREFUND – 0.1 Hours (closes the program, covers mailing
refund).
o Submit a refund plus applicable sales tax on the same repair line (reimbursement instead
of providing a second remote control and key blank).
o Note: An invoice copy may be needed for refund reimbursement.
- Program Code: 22B10
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
- Not to be claimed with Labor Operation 22B10B

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 1 of 2
Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank
LABOR ALLOWANCES
Description
Program a second remote control

Labor Operation

Labor Time

22B10B

0.3 Hour

PARTS REQUIREMENTS / ORDERING INFORMATION
Part Number

Description

Order
Quantity

Claim
Quantity

Rotunda Part #
164-R8319

Remote Control*
OWS will apply the appropriate markup.

Claim as “OSP”
pricing at $142.95
(Quantity of 1 needed)

Rotunda Part #
164-R8311

Key Blank*
OWS will apply the appropriate markup.

Claim as “KEY”
pricing at $39.55
(Quantity of 1 needed)

Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
* Order the key blank and remote control through Rotunda:
https://rotunda.service-solutions.com/en-US/Pages/Home.aspx.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
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 of 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 identified on the Repair Order. If multiple FSAs require approval on a
single Repair Order, each applicable occurrence will require individual post-repair approval by the
designated employee.

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 2 of 2
Customer Satisfaction Program 22B10 - Supplement #2
Certain 2021 Model Year Mach-E
Additional Remote Control and Key Blank
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
dealer fixed operations management team or an employee of 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.).
• 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 of 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 identified on the Repair Order. If multiple FSAs require approval on a
single Repair Order, each applicable occurrence will require individual post-repair approval by the
designated employee.

 Copyright 2023 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 22B10-S2

CERTAIN 2021 MODEL YEAR MACH-E VEHICLES — ADDITIONAL REMOTE
CONTROL AND KEY BLANK
SERVICE PROCEDURE
Module Programming
NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTCs after
programming. For DTCs 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 Vehicle Communications Module (VCM) is properly
connected to the Data Link Connector (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 Passive Anti-Theft System (PATS) Programming.
7. Click RUN. Follow all on-screen instructions carefully.
8. When prompted to "Select the desired function", select Program Key.

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2023

ATTACHMENT III
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 22B10-S2

9. When prompted, place the key remote control that is to be programmed onto the backup transceiver
located inside the center console compartment then click OK. See Figure 1.

BACKUP
TRANSCEIVER

FRONT OF
VEHICLE

KEY REMOTE CONTORL
TO BE PROGRAMMED

22015A

FIGURE 1
10. When prompted to "Select the desired function", select Exit.
11. Disconnect the FDRS scan tool.
12. Disconnect the battery charger from the 12V battery once the programming has completed.
13. Test the new programmed key remote control functions.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2023

ATTACHMENT III
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 22B10-S2

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
1. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
2. 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.
3. 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.
4. 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.
5. 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 © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
02/2023