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

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

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit

REF:

Customer Satisfaction Program 21B09 - Supplement #1
Dated: July 28, 2022

April 12, 2023

New! REASON FOR THIS SUPPLEMENT
• Program Terms & Urgency / Expiration Date: Program extension until July 31, 2023.
• Service Action:
o IDS level 128 or higher is now required to address various programming issues
encountered.
o C-MAX Energi vehicles are now serviceable with new software and hardware.
• Labor Allowances: C-MAX labor has been updated.
• Parts Requirements / Ordering Information:
o The C-MAX – 4G Upgrade Kit is now orderable at this time with a new part number.
o MKX – Rear seat backrest nut claim quantity updated.
• Technical Information updates:
o Ensure IDS level 128 or higher is used.
o Toggling Valet Mode is no longer required.
o C-MAX Energi instructions are now available.
• Owner Notification: Non-repaired vehicle owners will be mailed the week of April 17, 2023.
• Pickup and Delivery: Added
• Customer Acknowledgement Form – Review form contents with customer prior to kit
ordering and obtain customer signature prior to installation for Focus BEV, C-MAX, and Fusion
Energi vehicles.
New! PROGRAM TERMS
This program will be in effect through July 31, 2023. There is no mileage limit for this program.
NOTE: Owners may purchase the 4G upgrade kit and 21B09 covers labor/installation and one-time
use components for 2013-2016 Fusion Energi, 2015-2016 Lincoln MKZ, and 2016-2017 Lincoln MKX.
NOTE: Owners outside of the 21B09 program have the option to pay for both the labor and cost to
purchase the 4G upgrade kit.

 Copyright 2023 Ford Motor Company

New! URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of July 31, 2023, to encourage dealers
and owners to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address to contact owners with affected
vehicles. This will help minimize the number of vehicles that may lose wireless functionality for
connected phone app to vehicle features. FSA VIN Lists were made available on November 3, 2021.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Fusion Energi

2014-2020

Hermosillo

October 28, 2013 through July 27, 2020

C-MAX Energi

2014-2017

Michigan

April 15, 2014 through October 2, 2017

Focus Battery
Electric Vehicle
(BEV)

2016-2018

Michigan

September 16, 2015 through May 2, 2018

2015-2017

Hermosillo

July 28, 2014 through September 5, 2017

MKC

2015-2017

Louisville

August 28, 2014 through August 29, 2017

Continental

2017

Flatrock

August 2, 2016 through August 22, 2017

MKX

2016-2017

Oakville

August 31, 2015 through September 29, 2017

MKZ /
MKZ Hybrid

NOTE: Program eligibility is dependent upon vehicle sale date and is not based on vehicle build date
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
The North America 3G cellular service began decommissioning in August 2021 and a complete
shutdown of the 3G network took place in February 2022. Vehicles on the road equipped with a 3G
telematics control unit (TCU) / embedded modem will lose mobile app functionality/connectivity.

 Copyright 2023 Ford Motor Company

New! SERVICE ACTION
Per vehicle owner request and purchase of the 4G upgrade kit, Dealers are to replace the vehicle’s
3G TCU / embedded modem with a 4G upgrade kit (4G TCU, antenna, cables, and mounting
hardware), and use IDS level 128 or higher to complete the programmable module installation (PMI)
process.
NOTE: C-MAX Energi vehicles may now be repaired. Please see Customer Acknowledgement Form
and review form contents with customer prior to kit ordering and obtain customer signature prior to
installation for Focus BEV, C-MAX, and Fusion Energi vehicles. Retain signed copy for records.
NOTE: Non-repaired vehicle owners will receive an owner notification letter announcing the extension
of the program to July 31, 2023.
Owners will have the option to purchase the 4G upgrade kit, and 21B09 will cover labor/installation
and any required one-time use parts
NOTE: Owners outside of the 21B09 program will not receive an owner letter but will still have the
option to pay for both the labor and material costs for the 4G upgrade.
NOTE for Focus Electric Owners Only: Certain charge scheduling functionality (Preferred Charge
Times) through the FordPassTM App is now available for completed repairs with an over the air update
or available to dealers with the latest software level for the TCU which is part of TCU upgrade
process.
New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters (non-C-MAX vehicles) were mailed the week of August 22, 2022 to announce the prior
updated program extension and program terms.
All affected non-repaired vehicle owner letters will be mailed the week of April 17, 2023 to announce
the latest updated program extension.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information – Fusion Energi
Attachment IV:
Technical Information – C-MAX Energi
Attachment V:
Technical Information – Focus Battery Electric Vehicle (BEV)
Attachment VI:
Technical Information – MKZ / MKZ Hybrid
Attachment VII:
Technical Information – MKC
Attachment VIII:
Technical Information – Continental
Attachment IX:
Technical Information – MKX
Owner Notification
Letters
Owner Notification
C-MAX Letter
Ford Owner Instruction
Lincoln Owner Instruction
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 2
Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
OASIS ACTIVATION
OASIS was activated on November 03, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com on November 03,
2021. Owner names and addresses were available on December 03, 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 all affected vehicles will be directed to dealers for repairs if they wish to prevent the
loss of MyLincoln Mobile or MyFord Mobile service.
•

VINs under FSA 21B09: Per owner request and agreement, upgrade vehicles using the 4G
upgrade kit, as identified in OASIS which are brought to your dealership.

•

VINs NOT under FSA 21B09: For other vehicles not under the 21B09 program, inform
owners of the 4G upgrade kit available per owner agreement and payment of material and
installation costs.

STOCK VEHICLES
• FSA 21B09 is only for sold vehicles.
• Do not perform this service unless the informed owner requests repairs covered by this
program.
VEHICLES WITH CANCELLED WARRANTIES
Vehicles with cancelled warranties are not eligible for this service action.
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.
New! PICK-UP AND DELIVERY
All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery
service (at participating dealers) instead of a rental vehicle. Refer to EFC12071, 2023 Remote
Experience Program, Pickup & Delivery (PDL) Offset section for details.

 Copyright 2023 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC08708,
2021 Lincoln Pickup & Delivery Updates.
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
o Lincoln vehicles – 4 years or 50,000 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.
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 (21B09) is the sub code.
 Customer Concern Code (CCC): A93 - Embedded Modem
 Condition Code (CC): 42 - Does Not Operate Properly
 Causal Part Number: 14G229
 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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC12060, 2023
Lincoln Pickup & Delivery Updates for details.

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
New! LABOR ALLOWANCES
Description

Labor Operation

Labor Time

- C-MAX

21B09B

0.8 Hours

- Continental with 40/20/40 Seats

21B09C

2.4 Hours

- Continental with 60/40 Seats

21B09D

1.9 Hours

- Focus Battery Electric

21B09E

1.1 Hours

- Fusion – Plug in Hybrid

21B09F

0.7 Hours

- MKC

21B09G

1.0 Hours

- MKX

21B09H

1.0 Hours

- MKZ /MKZ Hybrid

21B09J

0.8 Hours

21B09K

0.2 Hours

Replace 3G TCU with 4G TCU Upgrade Kit and complete
PMI Process to verify connectivity to 4G network using IDS
version 128 or higher.

Support Owner if requested for help with phone app.

New! PARTS REQUIREMENTS / ORDERING INFORMATION
Order the 4G upgrade kit using the On-line 1878 form.
• FSA 21B09 kit is non-refundable and cannot be returned once ordered.
• Before ordering the 4G Upgrade Kit, confirm owner understands the program terms (Owner
Pays for Upgrade Kit Cost) and the 4G Upgrade Kit will be installed on the VIN in question
(customer will use FordPassTM/Lincoln Way app with VIN).
• FCS Order process:
1. Go to OASIS, enter the VIN and click GO
2. Scroll to the bottom and select the On-Line 1878 / ESG Order Site
3. Click on Create Order (1878 Form)
4. Click on the drop-down arrow to select a System
5. Enter VIN and “Engineering Part Number”
6. Enter Odometer reading and select Miles or Kilometers
7. Enter Reference Repair Order Date (Work Order Date) using calendar icon
8. Click Continue
9. Complete the on-line order form
NOTE: Your order is NOT complete until the system generates an “Order Number”
(example: 1000xxxxxx)
DEALER PRICE
4G TCU and antenna kits will be supplied by FCS, and price(s) will be published on the FCS site at
https://www.fesg.dealerconnection.com/FESGOrderApplicationStrutsWeb/createOrderStep3NewPost.do

NOTE: Vehicle Owners to pre-pay for FSA 21B09 material (4G upgrade kit) only.
 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
New! PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Engineering Part
Number

Description

Order
Quantity

Claim
Quantity

AMMU7J A00A25 AA

MKX – 4G Upgrade Kit

1*

0

AMMU7J A00A25 BA

Focus Battery Electric – 4G Upgrade Kit

1*

0

AMMU7J A00A25 CA

Fusion – Plug in Hybrid – 4G Upgrade Kit

1*

0

AMMU7J A00A25 DA

MKZ / MKZ Hybrid – 4G Upgrade Kit

1*

0

AMMU7J A00A25 EA

MKC / Continental – 4G Upgrade Kit

1*

0

AMMU7J A00A25 FA
C-MAX – 4G Upgrade Kit
1*
0
*Part Number will only allow customer pay option.
Order your parts through FCS normal order processing channels. To guarantee the shortest delivery
time, an emergency order for parts must be placed.
New! PARTS REQUIREMENTS / ORDERING INFORMATION – One-time Use Parts Per Vehicle
Part Number

Description

Order
Quantity

Claim
Quantity

W716300-S450B

2016-2017 MKX Right-hand Rear Seat Backrest
Nuts – (4 per pkg., 4 nuts req’d.)

1 As
Needed

4

DP5Z-5452019

2015-2016 MKZ Left-hand C-pillar Upper Trim
Panel – order using the Ford Parts Catalog with
the VIN to confirm full part number.

1 As
Needed

1

DS7Z-7831013

2013-2016 Fusion Energi Left-hand C-pillar
Upper Trim Panel – order using the Ford Parts
Catalog with the VIN to confirm full part number.

1 As
Needed

1

W715667-S439

2013-2016 Fusion Energi Left-hand D-pillar 2stage Retaining Clip – 4/pkg., 1 clip required

1 As
Needed

1

SERVICE PART WARRANTY PART INFORMATION – Order Only If Needed
NOTE: If diagnostics leads to a failed 4G TCU or antenna, individual parts are available for
replacement in lieu of ordering another 4G upgrade kit.
Part Number

Description

HJ5T-14G087-UM

4G TCU – All Vehicles – order from FCS via 1878 form

NL1Z-19A390-A

4G Antenna – All Vehicles – normal parts ordering process

PARTS RETENTION, RETURN, & SCRAPPING
FCS no longer requires a core return of the 3G TCU.

 Copyright 2023 Ford Motor Company

ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 21B09 - Supplement #2
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
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.
•

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.
• 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 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 VII
PAGE 1 OF 13
CUSTOMER SATISFACTION PROGRAM 21B09-S2

CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES — 3G
TELEMATICS CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - MKC
Kit contents

2029M

ITEM
1
2
3
4
5
6

DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
04/2023