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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

March 11, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24B09
Certain 2024 Model Year Nautilus Vehicles
Update Infotainment Software

PROGRAM TERMS
This program will be in effect through March 31, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou

April 7, 2023 through February 5, 2024

US population of affected vehicles: 13,842. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair.
REASON FOR THIS PROGRAM
An Accessory Protocol Interface Module (APIM) software update has been released to address
potential software reboot, freeze, and performance concerns while using the infotainment system. The
update will provide several feature and quality refinements.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, it is
recommended that dealers update the infotainment software to the latest version. 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 to pick up the owner’s vehicle and drive it to the dealership for repair
o Re-deliver the owner’s vehicle after repairs have been completed
• Pick-Up & Delivery should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
OVER-THE-AIR (OTA) UPDATES (LINCOLN SOFTWARE UPDATE):
• In addition to dealers being able to update vehicles using FDRS, Lincoln is planning to deploy
an OTA software update in the 1st Quarter of 2024.
• 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.)

© Copyright 2024 Ford Motor Company

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
Owners’ letters are expected to be mailed the week of April 1, 2024. 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
• Vehicle Pick-Up & 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 2024 Ford Motor Company

Administrative Information
Page 1 of 2
Customer Satisfaction Program 24B09
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 March 11, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 11,
2024. Owner names and addresses will be available by March 29, 2024.
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. Ford is also planning to
deploy an OTA software update in the 1st Quarter of 2024.
• 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.
LINCOLN PICK-UP & DELIVERY
Owners of Lincoln vehicles within a 4 year / 50,000-mile warranty have the option of requesting PickUp & Delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference
EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.
• For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table below

© Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24B09
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 Lincoln vehicles – 4 years or 50,000 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: 24B09
▪ Customer Concern Code (CCC): A45
▪ Condition Code (CC): 04
▪ Causal Part Number: 14H531, 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 Pick-Up & Delivery: Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up
to 2 days) should be submitted on a separate line from the FSA. Refer to EFC14054,
2024 Lincoln Pick-Up & Delivery Updates for details.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 24B09
LABOR ALLOWANCES
Description
Update Gateway Module (GWM) and APIM software to
latest level.
Lincoln vehicle PDL Allowance: Only vehicles outside of
Lincoln PDL contract coverage of 4 years/50,000 miles.
NOTE: This allowance is for dealer-performed vehicle PDL
for dealership repairs only. Can only be claimed once,
regardless of outstanding FSAs repaired.

Labor Operation

Labor Time

MT24B09B

M-Time up to
2.4 Hours

24B09LL

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

© Copyright 2024 Ford Motor Company

Lincoln
PO Box 1904
Dearborn, Michigan 48121

April 2024
Customer Satisfaction Program 24B09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At Lincoln, 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?

We want you to have the best possible customer experience while driving
your Nautilus. To ensure your infotainment system is operating optimally, we
have developed a software update with several feature and quality
refinements.

What is the effect?

Without these updates, you may experience potential software reboot,
freeze, and performance concerns while using the infotainment system.

What will Lincoln and
your retailer do?

In the interest of customer satisfaction, Lincoln has released software for
24B09. Your vehicle is capable of receiving Lincoln Software Updates using
Automatic Updates.
When Automatic Updates are turned ON (standard from the factory), the
software will be downloaded to your vehicle over a private Wi-Fi network or
through your vehicle’s modem through the cellular network. The software
installation will happen after the download.
Note: Refer to Lincoln.com/support for further information on your Lincoln
Software Updates system.
Should the software fail to load or install properly, Lincoln has authorized
your retailer to install updated infotainment system software free of charge
(parts and labor) under the terms of this program.
This Customer Satisfaction Program will be in effect until March 31, 2025.
Coverage is automatically transferred to subsequent owners.

How long will it take?

If you prefer to go to your retailer for the software update, the time needed
for this repair is less than one day. However, due to service scheduling
requirements, your retailer may need your vehicle for a longer period of time.

© Copyright 2024 Lincoln – A Ford Motor Company Brand

What should you do?

For your convenience, Lincoln is encouraging you to update your vehicle’s
software using Lincoln Software Update capabilities. By utilizing this option,
you should not need to take your vehicle to your retailer unless you’re
unable to successfully perform the update.
To complete this software update, you only need to turn the vehicle on if
automatic updates are on. You can see the progress of the update on your
Lincoln Way app or Owner website as well as look for icons on the in-vehicle
screen.
If you choose to have your retailer install this software, please call your
retailer to schedule a service appointment for Customer Satisfaction
Program 24B09. Provide the retailer with your VIN, which is printed near
your name at the beginning of this letter.
If you do not already have a servicing retailer, you can access
Lincoln.com/support for retailer addresses, maps, and driving instructions.
Lincoln wants you to have this service action completed on your vehicle. The
vehicle owner is responsible for making arrangements to have the work
completed. Lincoln 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 make arrangements to have this service action
performed as soon as possible.
NOTE: You can receive information about Recalls and Customer
Satisfaction Programs through The Lincoln Way: Lincoln Owner App. The
app can be downloaded through the App Store or Google Play. In addition,
there are other features such as controlling certain functions on your vehicle
(lock or unlock doors, remote start) if it is equipped to allow control.

Pick-Up and Delivery

Complimentary vehicle Pick-Up & Delivery service may also be available
upon request from your retailer (with a Lincoln vehicle for use during service
if still within 4 years or 50,000-miles). Your retailer will pick up your vehicle
and return it with the repair completed.

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 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 retailer’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact Lincoln,
contact information is available at Lincoln.com/support.
For the hearing impaired, call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM - 8:00PM (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

© Copyright 2024 Lincoln – A Ford Motor Company Brand

Can we assist you
further? (continued)

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: 7:00AM - 11:00PM