Upon completion of this service, as a token of our appreciation for your time,
we will gift you with 40,000 Ford Pass Rewards points. These points can be
used for an oil change, detailing, or towards accessories on
accessories.ford.com. These points should appear in your Ford Pass
Rewards balance within 10 days after completion of this service.
This Customer Satisfaction Program will be in effect until October 31, 2024
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

How long will it take?

Service for this update should take less than 2.5 hours. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time.

© Copyright 2023 Ford Motor Company

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 23B36. 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
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.

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 ford.com/support.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00 AM – 8:00 PM (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: 7:00 AM – 11:00 PM
and Saturday 7:00 AM – 5:00 PM (Eastern Time).

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

© Copyright 2023 Ford Motor Company

Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1
Customer Satisfaction Program 23B36

MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY
RECORD
VIN ____________________________ received (check one):
☐ Mobile Repair
☐ Pick-up and/or delivery service
As outlined below for the 23B36 Field Service Action program.
☐ Mobile Repair – Date: _______________

OR
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date

Mobile Service Repair Assessment
Page 1 of 2
Customer Satisfaction Program 23B36
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within Attachment I of the dealer bulletin a mobile service repair assessment level(s) will be
provided. These assessment levels have been determined using the amount of time, equipment
and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

Mobile Service Repair Assessment
Page 2 of 2
Customer Satisfaction Program 23B36
– Enhanced Mobile Service
A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•

•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

TECHNICAL INSTRUCTIONS
PAGE 1 OF 6
CUSTOMER SATISFACTION PROGRAM 23B36

CERTAIN 2023 MODEL YEAR EXPLORER ST VEHICLES WITH THE STREET
PACKAGE — WHEEL AND TIRE REPLACEMENT
SERVICE PROCEDURE
1. Dealers are to order a new set of labels per Vehicle Identification Number (VIN), from the Special
Service Support Center (SSSC) BEFORE scheduling a vehicle for service.
NOTE: It may take several days for labels to arrive. Do NOT schedule vehicle repair until labels arrive
and VIN is verified.
NOTE: Labels are VIN specific.
- All vehicles are to have Tire and Loading Information (TREAD), and Safety Certification labels
replaced.
2. Confirm that the VIN on the respective new labels match the VIN on the vehicle. See Figure 1.
• If the VIN does not match, contact the SSSC before proceeding with this program.

TREAD
LABEL

SAFETY
CERTIFICATION
LABEL

2035F

FIGURE 1
NOTE: Federal Motor Vehicle Safety Standard (FMVSS) No. 567.4 requires the label be permanently
affixed in such a manner that it cannot be removed without destroying or defacing it. Placing one
label over another without removing the first would violate this FMVSS standard.
NOTE: Laws may vary by state and region. Concealing or misrepresenting the identity of motor vehicle
could be a violation of code resulting in a misdemeanor or felony punishable by imprisonment
and/or fines.

STUD FOR
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CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023

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TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 23B36

3. Are the correct 21-inch wheels currently installed on the vehicle?
Yes – Proceed to Step 7. Do NOT replace the 21-inch wheels and tires.
No – Proceed to Step 4.
4. Remove all four wheels and tires. Follow the Workshop Manual (WSM) procedures in Section
204-04A.
5. Install the new tire pressure monitoring system (TPMS) sensors into the new wheels and tires. Follow
the WSM procedures in Section 204-04B.
6. Install the new wheels and tires. Follow the WSM procedures in Section 204-04A.

Module Programming
NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic
Trouble Codes (DTCs) after programming. For DTCs generated after programming, follow normal
diagnostic service procedures.
7. Connect a battery charger to the 12 Volt (V) battery.
NOTE: Verify the negative cable of the charger is installed on a chassis or engine ground and not
the 12V 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 Communication Module (VCM) is properly
connected to the Data Link Connector (DLC).
8. 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.
9. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen and available procedures
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
10. Select Toolbox tab.
11. From the list on the LH side of the screen, select the BCM.
12. From the list on the RH side of the screen, select BCM Configuration App.
13. Click RUN. Follow all on-screen instructions carefully.

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023

TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 23B36

14. From the list on the LH side of the screen, select the PCM.
15. From the list on the RH side of the screen, select PCM Relearn Vehicle Data App.
16. Click RUN. Follow all on-screen instructions carefully.
17. Re-learn the Tire Pressure Monitor System (TPMS). Follow the WSM procedures in Section 204-04B.
18. From the list on the RH side of the screen, select Self-Test and click RUN.
19. Click the Run Selected Tests button in the lower right.
20. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.
21. Disconnect the battery charger from the 12V battery once the programming has completed.
NOTE: Advise the customer 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.
22. Note orientation of the labels. Refer to Figure 1.
23. Remove with a suitable plastic razor blade scraper that will not damage the paint or clear coat of the
vehicle. See Figure 2.
NOTICE: Do NOT use a metal scraper tool, this could cause paint damage.

PLASTIC
SCRAPER ONLY

2035A

FIGURE 2

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023

TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 23B36

24. Using mineral spirits and a suitable clean cloth rag remove excess residue from the labels.
See Figure 3.

2035B

FIGURE 3
25. Using a clean cloth and isopropyl alcohol remove any remaining residue left from the mineral spirits.
26. Install both new labels in the same location and orientation in which they were removed on the
B-Pillar. See Figures 4 and 5.
CORRECT
ORIENTATION

INCORRECT
ORIENTATION

LABEL
FACING
OUTWARD

LABEL
FACING
INWARD
STUD FOR
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STUD FOR
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STUD FOR
2035D
MISSING NUT

FIGURE 4

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023

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CUSTOMER SATISFACTION PROGRAM 23B36

CORRECT
ORIENTATION

INCORRECT
ORIENTATION

LABEL
FACING
OUTWARD

LABEL
FACING
INWARD

2035E

FIGURE 5
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are

under safety, compliance, or emissions recall. Unless a part is requested to be

returned to Ford, all parts replaced under this FSA must be scrapped in

accordance with all applicable local, state and federal environmental

protection and hazardous material regulations. Refer to the Parts Retention,

Return, & Scrapping section of the FSA dealer bulletin for further information.

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PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023

TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 23B36

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 the Vehicle Communication Module II (VCM II)/Vehicle Communication Module III (VCM III) or
the Vehicle Communication and Measurement Module (VCMM) and the 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 VCM II/VCM III or the VCMM from the data link connector (DLC) and your computer.
b. After ten seconds, reconnect the VCMII/VCMIII or the VCMM to the DLC and the PC. Launch FDRS.
The VCMII/VCMIII or the 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 © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
10/2023