NHTSA ID Number: 10246074
Manufacturer Communication Number: 23B41
TSB/Document Date: 2023-12-05
Summary
Certain 2023 Model Year Escape Vehicles - Odometer Mileage Correction
Stacy L. Balzer
Director
Service Engineering Operations
Ford
Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
November 21, 2023
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 23B41
Certain 2023 Model Year Escape Vehicles
Odometer Mileage Correction
PROGRAM TERMS
This program will be in effect through November 30, 2024. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of November 30, 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. FSA VIN Lists are expected to be available on November 21, 2023.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
Escape
2023
Louisville
January 4, 2023 through March 31, 2023
US population of affected vehicles: 28. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, instrument panel clusters (IPC) with incorrect mileage were installed.
Odometers on affected vehicles increment and function properly but do not display the correct actual
mileage. Vehicles will have either a consistently lower mileage or a higher mileage than what is
accurate per each vehicle.
SERVICE ACTION
1. Use VIN to Mileage Offset Table (attached separately), to determine if mileage is lower or
higher than the actual mileage.
2. Then confirm that the customer understands the following:
a. Mileage offset of their vehicle (see VIN to Mileage Offset Table)
b. The repair (see options 1 or 2 below)
c. Time needed for their specific vehicle repair (see labor table)
3. Repair vehicle using the Technical Instructions and one of the 2 options listed below:
Option 1: Vehicles with an IPC mileage that is lower than actual mileage.
• Using the latest version of the Ford Diagnosis and Repair System (FDRS), configure the IPC
to the actual (higher) mileage value.
o Mileage will increase by the offset value listed in the VIN to Mileage Offset Table.
o PDL 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 December 18, 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 Information
• VIN to Mileage Offset Table
• Mobile Service Repair Assessment
• Pickup and Delivery Record
• Owner Notification Letter – Mileage is Low
• Owner Notification Letter – Mileage is High
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 3
Customer Satisfaction Program 23B41
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 November 21, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November 21,
Owner names and addresses will be available by January 5, 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 and salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Vehicles where mileage is LOWER than actual per VIN to Mileage Offset Table (labor code 23B41B):
• Rental vehicles are not approved for this program.
Vehicles where mileage is HIGHER than actual per VIN to Mileage Offset Table (labor code 23B41C):
• Dealers are pre-approved for up to 5 days for a comparable rental vehicle. Follow Extended
Service Plan (ESP) guidelines for dollar amounts. Rentals will only be reimbursed for the
day(s) the vehicle is at the dealership for part replacement. Prior approval for more than 5
rental days is required from the SSSC via the SSSC Web Contact Site.
Copyright 2023 Ford Motor Company
Administrative Information
Page 2 of 3
Customer Satisfaction Program 23B41
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.
• All customers affected by this program have the option of complimentary Vehicle Pick-up &
Delivery service.
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: 23B41
Customer Concern Code (CCC): G30 – Odometer Troubles
Condition Code (CC): 12 – Improper Assembly
Causal Part Number: 10849, 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.
Copyright 2023 Ford Motor Company
Administrative Information
Page 3 of 3
Customer Satisfaction Program 23B41
•
•
Rentals – to be used ONLY with labor code 23B41C: For rental vehicle claiming, follow
Extended Service Plan (ESP) guidelines for dollar amounts. Enter the total amount of the
rental expense under the Miscellaneous Expense code RENTAL.
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
Labor And Parts
Page 1 of 3
Customer Satisfaction Program 23B41
LABOR ALLOWANCES
Description
Labor
Operation
Labor Time
Mileage is LOWER than actual on the VIN to Mileage Offset Table
– Reprogram IPC to increase mileage using FDRS odometer tool
– FDRS will be setup per VIN to add specific mileage
23B41B
0.3 Hours
Mileage is HIGHER than actual on the VIN to Mileage Offset Table
– Replace IPC with new programed IPC
– Mileage will be reduced per offset value in the Offset Table
– Includes PMI process for the IPC
23B41C
0.7 Hours
Ford Vehicle PDL Allowance: Non-eligible Remote Experience
Program Dealers Only.
NOTE: Dealer-performed vehicle PDL and repairs only. Claim once.
23B41PP
0.5 Hours
PARTS REQUIREMENTS / ORDERING INFORMATION
Ford Electronics Services Group (FESG) / Ford Component Sales (FCS) Order:
Part Ordering: To be used ONLY with labor operation 23B41C – Mileage is Higher than Actual
using VIN to Mileage Offset Table attachment.
Action required before ordering an IPC - Confirm customer understands mileage offset, repair
detail, and the total time required for an IPC replacement which could be several days with shipping.
Order a new IPC using the On-line 1878 form.
• Once ordered, IPC parts are non-refundable and non-returnable because of the mileage.
• 1878 / FESG order process:
1. Go to OASIS, enter the VIN and click GO
2. Scroll to the bottom and select the On-Line 1878
3. Click on Create Order (1878 Form)
4. Click on the drop-down arrow to select the System: “Cluster”
5. Enter VIN
6. Enter “Engineering Part Number” (see part table below)
7. Use the VIN to Mileage Offset Table to calculate the “new miles/kilometers” for
replacement IPC.
a. Subtract “Mileage Offset” from current odometer to get the new value
b. Round up to the nearest whole number (decimals are not allowed)
c. Select Miles or Kilometers
8. Enter Reference Repair Order Date (Work Order Date) using calendar icon
9. Enter Customer Comments to include: FSA #23B41
10. Click Continue
11. Complete the on-line order form
NOTE: Your order is NOT complete until the system generates an “Order Number”.
Copyright 2023 Ford Motor Company
Labor And Parts
Page 2 of 3
Customer Satisfaction Program 23B41
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Engineering
Part Number
(For ordering)
PJ6T-10849-AAN
Service
Part Number
(For claiming)
Description
Order
Quantity
Claim
Quantity
PJ6Z-10849-H
Only for Labor Op. 23B41C
Mileage is HIGHER than actual
IPC – Order through the 1878 Form
1 As
Needed
1
NOTE: See VIN to Mileage Offset Table to calculate new mileage and the FCS part order
process above.
PARTS TO REPLACE ONLY IF NECESSARY - Order the parts below through normal
order processing channels:
Part Number
Description
Order
Quantity
Claim
Quantity
Only for Labor Op. 23B41C - HIGHER Mileage
As Needed –
As Needed –
Only
if
Broken
Only
if Broken
W717977-S300 Clip 6X12X1.5-6.5+1.4 Push In (4 per pack)
Clips to be re-used. Order only if clip(s) break
To guarantee the shortest delivery time, an emergency order for parts must be placed.
DEALER PRICE FESG
For the latest IPC price, refer to the FESG/FCS On-line 1878 form.
For the latest prices for clips, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
FCS requires a core return for the IPC otherwise dealers will incur a non-core return charge for the
IPC per standard FCS part handling policy.
EXCESS STOCK RETURN
Once ordered, new IPC parts are non-refundable and cannot be returned once ordered because of
the mileage.
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
dealer’s 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.
•
All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.
•
Inspect the replaced parts to verify the FSA repair was completed.
Copyright 2023 Ford Motor Company
Labor And Parts
Page 3 of 3
Customer Satisfaction Program 23B41
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
• 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.
•
After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.). Please
visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List information.
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 of 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 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
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 23B41
December 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?
On your vehicle, the mileage displayed on the instrument panel cluster (IPC)
odometer is higher than the actual mileage by:
XX miles / kilometers.
This is due to an IPC, installed at the manufacturing plant, with an incorrect
starting milage.
What is the effect?
The odometer on your vehicle functions properly but displays a value higher
than the actual mileage.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to replace the IPC with the proper mileage free of charge (parts
and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 30,
2024 regardless of mileage. Coverage is automatically transferred to
subsequent owners.
How long will it take?
IMPORTANT NOTE:
The time needed for this repair involves a special part order process that
could take 3 to 5 business days. However, due to service scheduling
requirements, your dealer may need your vehicle for a longer period of time.
What should you do?
If you would like to have your odometer mileage corrected, to reach its
actual value, please call your dealer without delay to schedule a service
appointment for Customer Satisfaction Program 23B41. 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
What should you do?
(continued)
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.
Do you need a rental
vehicle?
Your dealer is authorized to provide a rental vehicle for your personal
transportation at no charge (except for fuel, insurance, and tax) while your
vehicle is at the dealership for repairs. Please see your dealer for guidelines
and limitations.
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
Ford Motor Company
Ford Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121
Customer Satisfaction Program 23B41
December 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?
On your vehicle, the mileage displayed on the instrument panel cluster (IPC)
odometer is lower than the actual mileage by:
XX miles / kilometers.
This is due to an IPC, installed at the manufacturing plant, with an incorrect
starting milage.
What is the effect?
The odometer on your vehicle functions properly but displays a value lower
than the actual mileage.
What will Ford and
your dealer do?
In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to ADD the proper mileage with an IPC software configuration
free of charge (parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until November 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?
If you would like to have your odometer mileage corrected, to reach its
actual value, please call your dealer without delay to schedule a service
appointment for Customer Satisfaction Program 23B41. 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
What should you do?
(continued)
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TSB/Document ID: 23B41
Replacement Service Bulletin Number:
MFR Communication Date: 2023-11-21
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM:INSTRUMENT PANEL:SPEEDOMETER/ODOMETER
MFR Component System:
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