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

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

October 12, 2023
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 23B50
Certain 2021-2023 Model Year Mustang Mach-E, 2022-2023 Model Year E-Transit,
and 2023 F-150 Lightning Vehicles
Charge Cord Stuck – Reprogram Battery Charge Control Module

PROGRAM TERMS
This program will be in effect through October 31, 2024. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of October 31, 2024 to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists’ names and address to contact customers with
affected vehicles. This will help minimize the number of vehicles that may experience a stuck charge
cord, which requires a more extensive repair. FSA VIN Lists are expected to be available on October
12, 2023.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Mustang
Mach-E

2021-2023

Cuautitlan

February 24, 2020 through November 23, 2022

E-Transit

2022-2023

Kansas City

February 26, 2021 through January 5, 2023

F-150
Lightning

2023

Rouge Electrical
Vehicle Center

January 10, 2022 through February 1, 2023

US population of affected vehicles: 87,362. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In the affected vehicles, the Battery Charger Control Module (BCCM) software does not have a
transfer function that predicts the charging port pin/terminal temperature. Some customers indicate
that their battery may not fully charge and/or the charge cord may become stuck in your vehicle.
Customers may also experience a burning smell or melting of the charge port pins.

© Copyright 2023 Ford Motor Company

SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to update the
software in the Secondary On-Board Diagnostic Module (SOBDM). After that update is completed,
there may also be coordinated updates to the Antilock Brake System Module, Secondary On-Board
Diagnostic Module B, Secondary On-Board Diagnostic Control Module C, Powertrain Control Module,
and Battery Energy Control Module. This software update will prevent melted charge ports. This
service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle
storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange for a mobile repair at the owner’s location, or:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-up and delivery, and mobile service 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 / LINCOLN ENHANCE):
• In addition to you being able to update vehicles now using FDRS, Ford deployed an OTA
software update for the Mustang Mach-E and F-150 Lightning which began in the 3rd Quarter
2023.
• NOTE: The Transit is not OTA capable and will require a dealer visit for the software update.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the FSA
is still open (OASIS) and that the vehicle has not already received the OTA update.
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
E-Transit Owner letters are expected to be mailed the week of October 30, 2023. Dealers should
repair any affected vehicles that arrive at their dealerships, whether or not the customer has received
a letter.
Mustang Mach-E and F-150 Lightning owners’ letters are expected to be mailed the week of October
30, 2023. Owners will be given the option of installing the software update themselves, or they can
have their dealer perform the service for them.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pickup and Delivery Record
• Owner Notification Letters

© Copyright 2023 Ford Motor Company

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 4
Customer Satisfaction Program 23B50
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Mobile Reprogramming
MOBILE REPAIR RECOMMENDATIONS
• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
• Transportation – due to the simplicity of this repair, a specialty vehicle is not required.
MOBILE REPAIR ADDITIONAL INFORMATION
Please ensure the technician brings the following to the mobile repair destination:
• Printed Technical Instructions
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended.
MOBILE REPAIR QUESTIONS AND ASSISTANCE
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Refer to Electronic Field Communication - EFC12071 2023 Remote Experience Program.
Dealers NOT participating in the 2023 Remote Experience Program:
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
OASIS ACTIVATION
OASIS will be activated on October 12, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 12,
2023. Owner names and addresses will be available by November 13, 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.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B50
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, Pickup & Delivery (PDL) Offset
section for additional details.
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.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 3 of 4
Customer Satisfaction Program 23B50
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: 23B50
▪ Customer Concern Code (CCC): D15
▪ Condition Code (CC): 04
▪ Causal Part Number: 10B689, 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.
• Pickup & Delivery:
o Dealers participating in the Remote Experience Program –
▪ Refer to EFC12071, 2023 Remote Experience Program, Pickup & 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 pickup and delivery services.
▪ Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order
documentation.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B50
•

Mobile Repair:
o Dealers participating in the Remote Experience Program –
▪ Refer to Electronic Field Communication - EFC12071 2023 Remote Experience
Program.
o Dealers NOT participating in the Remote Experience Program –
▪ Mobile repair allowances can be claimed for dealer-performed mobile repairs.
Dealers that are working with Ford-contracted mobile repair companies should
refer to those companies for claiming instructions.
▪ For dealer-performed mobile repairs, retain a copy of the Service Management
signed record (see Repair Procedure Improvement & Revised Labor Time),
with the repair order documentation.
▪ Claim the mobile repair allowance Labor Operation Code 23B50MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).

© Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 23B50
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Mach-E - Reprogram SOBDM. May include updating one or
more of the following:
• Anti-lock brake system (ABS) module
• Secondary on-board diagnostic control module B
(SOBDMB)
• Secondary on-board diagnostic control module C
(SOBDMC)
• Powertrain control module (PCM)
• Battery energy control module (BECM)

23B50B

0.7 hours

E-Transit and F-150 Lightning - Reprogram SOBDM. May
include updating one or more of the following:
• Anti-lock brake system (ABS) module
• Secondary on-board diagnostic control module B
(SOBDMB)
• Secondary on-board diagnostic control module C
(SOBDMC)
• Powertrain control module (PCM)
• Battery energy control module (BECM)

23B50C

0.6 hours

Mobile Service:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
Can be used when the repair takes place away from the
dealership
If Additional Time is Required Due to Travel, Please Submit
an SSSC Approval Form

23B50MM

0.5 Hours

Vehicle Pick-up and Delivery Allowance:
This allowance is only for non-eligible 2023 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle pickup/delivery for dealership repairs only. Can only be claimed
once, regardless of outstanding FSAs repaired.

23B50PP

0.5 Hours

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

Customer Satisfaction Program 23B50

October 2023

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?

The Battery Charger Control Module (BCCM) software installed on your
vehicle does not have a transfer function that predicts the charging port
pin/terminal temperature.

What is the effect?

Your battery may not fully charge and/or the charge cord may become stuck
in your vehicle. You may also experience a burning smell or melting of the
charge port pins.

What will Ford and
your dealer do?

Ford Motor Company has authorized your dealer to update the software in
the Secondary On-Board Diagnostic Module (SOBDM). After that update is
completed, there may also be updates to the Antilock Brake System Module,
Secondary On-Board Diagnostic Module B, Secondary On-Board Diagnostic
Control Module C, Powertrain Control Module, and Battery Energy Control
Module. This action will be free of charge (parts and labor) under the terms
of this program.
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?

The time needed for your dealer to complete this update is less than one
half-day. 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 23B50. 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. Ford Motor Company can deny coverage for any
vehicle damage that may result from the failure to have this service action
performed on a timely basis. Therefore, please have this service action
performed as soon as possible.
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