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

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

September 28, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B39
Certain 2022 Model Year Mustang Mach-E Vehicles
Install Digital Owner’s Manual – Reprogram Accessory Protocol Interface Module

PROGRAM TERMS
This program will be in effect through September 30, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Mustang
Mach-E

2022

Cuautitlan

August 20, 2021 through October 31, 2022

US population of affected vehicles: 89. Affected vehicles are identified in OASIS and FSA VIN Lists.
Note: Some vehicles may be in the process of being repaired by an over-the-air (OTA) update.
Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased for an FSA can be
returned for credit if required. See the EXCESS STOCK RETURN details in Labor Allowances and
Parts Ordering Information for more information.
REASON FOR THIS PROGRAM
In affected vehicles, the digital owner’s manual (DOM) was inadvertently removed from the vehicle’s
SYNC system.
SERVICE ACTION
Dealers are to inspect the vehicle’s SYNC screen to confirm whether the DOM is installed. For
vehicles that do not have the DOM installed, dealers are to program the accessory protocol interface
module (APIM) using the Ford Diagnostic and Repair System (FDRS). Additionally, it’s possible the
gateway module (GWM) may also require updating. This service must be performed on all affected
vehicles at no charge to the vehicle owner.
NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mustang Mach-E
vehicles.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
• Re-deliver the owner’s vehicle after repairs have been completed.
• Pick Up and Delivery should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP):
• In addition to you being able to update vehicles now using FDRS, Ford previously deployed
OTA software update on March 14, 2023.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the
Field Service Action (FSA) is still open (OASIS), and that the vehicle has not already received
the OTA update.

 Copyright 2023 Ford Motor Company

OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP): (continued)
1. Verify FSA is still open by viewing the “Outstanding Field Service Actions” on the
OASIS results page on PTS. (Note: If the OTA update was recently downloaded onto
the vehicle the FSA may still show as open)
2. If the FSA is still open in the Outstanding Field Service Actions section, proceed to the
tab titled “Connected Vehicle”. In the “Over the Air Update 60-Day History”, you can
determine if an OTA update occurred on the affected module by viewing the
“Completion Status”, which should show “Campaign Successful”. The “Release Notes”
will also indicate that the campaign was successfully downloaded onto the vehicle.
(Note: the FSA may still show as open in the Outstanding Field Service Actions section
of PTS even though the OTA update was successfully downloaded onto the vehicle.
This FSA will eventually be removed from the Outstanding Field Service Actions
screen of PTS.)
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 9, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
NOTE: In order for customers to have access to the information included in the owner’s manual prior
to having their vehicle’s software updated, a printed hard copy will be mailed along with the program
notification.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Ford Power-Up Software Updates - How To
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick Up and Delivery Record
• 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,

Stacy L. Balzer

 Copyright 2023 Ford Motor Company

Administrative Information
Page 1 of 2
Customer Satisfaction Program 23B39

MOBILE SERVICE REPAIR ASSESSMENT LEVEL
All repairs in this program have the following assessment level.
– Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on September 28, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
28, 2023. Owner names and addresses will be available by October 20, 2023.
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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title 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.
PICK UP AND DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Refer to EFC12071, 2023 Remote Experience Program, Pick Up & Delivery (PDL) Offset
section for additional details.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 23B39
PICK UP AND DELIVERY- Non-participating Dealers
Dealers not participating in the 2023 Remote Experience Program for Pick Up & Delivery are
authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick Up & delivery
services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick Up & Delivery Record with the repair order documentation.
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.
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
 Sub Code: 23B39
 Customer Concern Code (CCC): A47 – Display Touchscreen
 Condition Code (CC): 04 – Software Revision/Flash Module
 Causal Part Number: 14G371, 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 the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Pick Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC12071, 2023 Remote Experience Program, Pick Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
 Dealers are authorized to claim one-half labor hour per repair for vehicle Pick
Up and delivery services.
 Dealers must retain a Vehicle Pick Up and Delivery Record with the repair order
documentation.

 Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 23B39
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Inspect SYNC screen, DOM present.

23B39A

0.2 Hours

Inspect SYNC screen, DOM is not present. Reprogram the
APIM using latest level of FDRS.

23B39B

1.5 Hours

Inspect SYNC screen, DOM is not present. Reprogram the
GWM and APIM using latest level of FDRS.

23B39C

2.0 Hours

Vehicle Pick Up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
23B39PP
0.5 Hours
NOTE: This allowance is for dealer-performed vehicle Pick
Up/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.
NOTE: Integrated Diagnostic Software (IDS) cannot be used for programming on Mustang Mach-E
vehicles.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2023 Ford Motor Company

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

October 2023
Customer Satisfaction Program 23B39
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?

It may be possible the digital owner manual (DOM) was inadvertently
removed from the vehicles SYNC system.

What is the effect?

This may result in you not being able to find or access the DOM in your
vehicle’s SYNC screen. You can still access the digital version of the owner
manual on your Ford Pass Mobile App or at Ford.com/support.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to reprogram your vehicle’s SYNC module free of charge (parts
and labor) under the terms of this program.
To receive this update immediately, refer to the attached document titled
Ford Power-Up Software Updates for directions how you can set up and
schedule over-the-air software updates on your vehicle. Once set up, the
SYNC system will update, and the DOM will be installed automatically.
Additionally, until your vehicle is updated, you can use the printed owner’s
manual, included with this mailing.
This Customer Satisfaction Program will be in effect until September 30,
2024 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.

What should you do?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 23B39. 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.

© Copyright 2023 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: 8:00 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