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

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

November 1, 2023

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B35
Certain 2021-2023 Model Year Bronco Vehicles
Wiper Motor Software Update

PROGRAM TERMS
This program will be in effect through December 31, 2024. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Bronco

2021

Michigan

September 23, 2020 through December 22, 2021

Bronco

2022

Michigan

August 31, 2021 through November 18, 2022

Bronco

2023

Michigan

June 8, 2022 through March 17, 2023

US population of affected vehicles: 193,681. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In the affected vehicles, the wiper system may enter a dry detection mode in certain conditions. If this
occurs, the wipers slow down to an intermittent speed while in the continuous Low or High wiper
setting. Wiper speed can be restored by toggling the wiper stalk rotary control to another position and
back again to the desired setting.
SERVICE ACTION
North America (includes United States, Canada, Mexico, and Federal Territories):
All North American Dealers are to update the wiper motor software using a flash box. One flash box
will be provided to each dealer. For additional information about the flash box, refer to Parts Ordering
Information section. This service must be performed on all affected vehicles at no charge to the
vehicle owner.
To assist vehicle owners to have this repair completed when the flash box is 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 & Delivery, and mobile service should be made available for all customers. Refer to the
Rental and Claiming sections for further details.

 Copyright 2023 Ford Motor Company

OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 20, 2023. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• Owner Notification Letters
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 23B35
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Light Mobile Service
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.
• Recommended specialty tools: 23B35 Software Flash Box
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.
OASIS ACTIVATION
OASIS will be activated on November 1, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 1,
2023. Owner names and addresses will be available by December 8, 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.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B35
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.
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
May 31, 2024.
• 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 wiper motor software updates.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
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.
PICK-UP & 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.
PICK-UP & 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 23B35
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: 23B35
 Customer Concern Code (CCC): W05: Front Wiper
 Condition Code (CC): 42: Does Not Operate Properly
 Causal Part Number: 17504 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 23B35
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o Multiple refunds should be submitted on one repair line and the invoice details for each
repair should be detailed in the comments section of the claim.
• 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 pickup & delivery services.
 Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order
documentation.

 Copyright 2023 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B35
•

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, with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 23B35MM 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 23B35
LABOR ALLOWANCES
Description
Remove lower steering shroud, update wiper motor
software with flash box, reassemble shrouds, and use
FDRS to clear codes
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
Vehicle Pick-up & 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.

Labor Operation

Labor Time

23B35C

0.3 Hours

23B35MM

0.5 Hours

23B35PP

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Each primary P&A code will be provided with one flash box to update the wiper motor software for this
program:
• Flash boxes will be shipped UPS Ground and will take 4-7 days to arrive at your dealership once
they are shipped from the SSSC.
• The shipping label will state Attention Service Manager, Customer Satisfaction 23B35.
• Flash boxes will be seed stocked beginning late October 2023 – November 30, 2023.
• After November 30, 2023 contact SSSC with any questions or concerns related to the flash box
and shipping/tracking information.
• Only one flash box will be provided for each primary P&A code.
• No additional parts are required to complete this repair other than the flash box.

 Copyright 2023 Ford Motor Company

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

Customer Satisfaction Program 23B35

November 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?

Your vehicle is equipped with protection features to prevent damage to the
wiper motor in case of overheating, usage on dry windshields, or
obstructions to the wiper blade due to snow or ice accumulation on the
windshield.
In such conditions, the wiper motor may restrict the speed of the windshield
wiper, reduce the area of cleaning, or completely stop operation. The system
is designed to return to normal operation mode once conditions are
resolved; however, in certain circumstances, the wipers have the potential to
stay in dry detection mode (intermittent-like speed) while the glass is wet
and the rotary stalk switch position is set to Low or High speed setting.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to update the software on your wiper motor free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until December 31,
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?

If you have experienced slower-than-expected wiper function on wet glass,
please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 23B35. 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.

 Copyright 2023 Ford Motor Company

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.
Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct parts were used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to wiper motor replacement. To verify eligibility and expedite
reimbursement, give your paid original receipt to your dealer before May 31,
2024. To avoid delays, do not send receipts to Ford Motor Company.

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?