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

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

December 12, 2023
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 22N15
Certain 2020-2023 Model Year Bronco Sport, Escape, Corsair, E-Series,
F-650/F-750, F-53 Motorhome Chassis, F-59 Commercial Stripped Chassis Vehicles
Equipped with Smart Data Link Connector (SDLC)
Gateway Module Reprogramming for Inspection and Maintenance (I/M) Testing

REF:

SSM 50974 – Dated July 29, 2022

PROGRAM TERMS
This customer satisfaction program provides a one-time repair to reprogram the Gateway Module
(GWM) for unlimited years of service and unlimited miles from the warranty start date of the vehicle.
Coverage is automatically transferred to subsequent owners.
VEHICLES COVERED BY THIS PROGRAM
Assembly
Vehicle
Model Year
Plant

Build Dates

Bronco Sport

2021

Hermosillo

February 5, 2020 through October 8, 2021

Bronco Sport

2022

Hermosillo

June 9, 2021 through August 12, 2021

Escape

2020

Louisville

November 13, 2018 through December 22, 2020

Escape

2021

Louisville

August 26, 2020 through November 16, 2021

Corsair

2020

Louisville

January 7, 2019 through October 2, 2020

Corsair

2021

Louisville

October 24, 2019 through November 16, 2021

E-Series

2021

Ohio

May 11, 2019 through December 23, 2020

E-Series

2022

Ohio

August 4, 2020 through December 20, 2021

F-650/F-750

2021

Ohio

May 13, 2019 through December 22, 2020

F-650/F-750

2022

Ohio

July 22, 2020 through February 9, 2022

F-650/F-750

2023

Ohio

September 8, 2021 through February 28, 2022

F-53/F-59

2020

Detroit Chassis

May 13, 2019 through December 11, 2020

F-53/F-59

2021

Detroit Chassis

October 13, 2020 through December 28, 2021

F-53/F-59

2022

Detroit Chassis

October 7, 2021 through February 11, 2022

U.S. Population of affected vehicles: 633,445. Affected vehicles are identified in OASIS.

© Copyright 2023 Ford Motor Company

Note: 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 Attachment II for
more information.
Note: The following Special Service Message (SSM) includes the same software calibration update of
the GWM as this Recall:
• SSM 50974
Customer Satisfaction Program 22N15 will be closed automatically if repairs for this SSM are claimed.
This SSM have been removed from OASIS upon the release of Customer Satisfaction Program
22N15.
REASON FOR PROVIDING A NO-COST, ONE-TIME REPAIR
In the affected vehicles, the GWM may not properly communicate with Inspection and Maintenance
(I/M) emissions equipment due to a GWM software concern. This concern may cause the vehicle to
fail an I/M test in a state or region that requires annual I/M testing for vehicle registration.
SERVICE ACTION
If an affected vehicle exhibits this condition, dealers are to reprogram the GWM to the latest software
level via a coordinated module reprogramming. This service must be performed at no charge to the
vehicle owner.
To assist vehicle owners to have this repair completed when software 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 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):
• Ford deployed an Over-The-Air (OTA) update to remedy this issue on August 18, 2023. That
OTA update applied to the Telematics Control Unit (TCU) and provided an equivalent remedy
to the FDRS-based GWM software update described above.
• Customers who received the OTA update do not require the GWM software update.
OWNER NOTIFICATION MAILING SCHEDULE
For vehicle customers with NO Over-The-Air (OTA) Software Update capability; pending Agency
approval, owner letters are expected to be mailed during the week of March 18, 2024.
For vehicle customers who did receive Over-The-Air (OTA) Software Update; pending Agency
approval, owner letters are expected to be mailed during the week of March 18, 2024. Owners will be
notified that their vehicle received an OTA update for this issue and given the option to request a
refund for owner-paid GWM reprogramming.
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 22N15
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.
• Recommended specialty tools:
o Ford Diagnosis and Repair System (FDRS) Programming Service Tool.
o If required or needed during Gateway Module (GWM) reprogramming: Connect a 12V
Battery charger, such as Rotunda GRX-3590, DCA-8000 or equivalent on the 12-volt
battery, to help maintain optimum 12V battery voltage during module reprogramming.
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 December 12, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 22N15
SOLD VEHICLES
• Only owners with affected vehicles that exhibit the covered condition will be directed to dealers
for repairs.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Do not perform this program unless the affected vehicle exhibits the covered condition.
BRANDED / SALVAGED TITLE VEHICLES
Branded / salvaged title vehicles and vehicles with canceled warranty coverage is eligible for this
program unless emission coverage is explicitly canceled, as indicated by one of the following OASIS
Warranty Cancellation Messages only:
• SCRAPPED UNIT – ALL WARRANTY CANCELLED – TOTAL INCLUDING EMISSIONS
• ALL WARRANTIES CANCELLED INCLUDING EMISSIONS
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
March 31, 2025.
• 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 reprogramming the GWM.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
TOWING
Towing is 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.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC12060,
2023 Lincoln Pickup & Delivery Updates.
© Copyright 2023 Ford Motor Company

Administrative Information
Page 3 of 4
Customer Satisfaction Program 22N15
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 FSA’s / 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
o Lincoln vehicles – 4 years or 50,000 miles
o F-650/F-750 trucks – 2 years, regardless of miles driven
CLAIMS PREPARATION AND SUBMISSION
• Note: All repairs for this program should be claimed using the claim entry direction below
regardless if the vehicle is still under the New Vehicle Limited Warranty.
o Service Part Warranty (SPW) and/or Ford/Lincoln Loyalty Plans (ESP) eligible vehicles –
Claim repairs to FSA 22N15 if the vehicle is still within time and mileage limits.
• 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: 22N15
▪ Customer Concern Code (CCC): A93 - Module network module (TCU)
▪ Condition Code (CC): 42 – Does not operate properly
▪ Causal Part Number: 14F642, 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.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC12060,
2023 Lincoln Pickup & Delivery Updates for details.

© Copyright 2023 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 22N15
CLAIMS PREPARATION AND SUBMISSION (Continued)
• 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.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 22N15
- 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.
• 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 22N15MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances and Part Ordering Information Attachment).

© Copyright 2023 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 22N15
LABOR ALLOWANCES
Description

Labor Operation