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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

April 16, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 23B57 – Supplement #1
Certain 2022 and 2023 Model Year F-150 Battery Electric Vehicles (BEV)
Battery Energy Control Module (BECM) Software Update

REF:

Customer Satisfaction Program 23B57
High Voltage Battery Module Replacement and/or Battery Energy Control Module
(BECM) Software Update
Dated September 13, 2023

New! REASON FOR THIS SUPPLEMENT
• Affected Vehicles: End build date for 2023 Model Year Vehicles is now available. The US
population affected was updated.
• Service Action Update: The service action has been updated.
• OTA Update: Date of estimated OTA deployment has been updated.
• Owner Letter & Owner Letter Mailing: An updated owner letter will be mailed to the
remaining open VIN’s within the FSA.
• Administrative Information:
o The Mobile Repair Assessment Level for all vehicles has been updated.
o Rental Vehicles are no longer approved for repair orders that are opened on or after
April 16, 2024.
o Towing is no longer authorized for repair orders that are opened on or after April 16,
2024.
o EFC numbers regarding Mobile Repair and Pick-Up & Delivery have been updated.
o Claim and Submission information has been updated.
• Labor Allowances: The Labor Allowances have been updated for repair orders that are
opened on or after April 16, 2024.
• Parts Requirements / Ordering Information: Parts are no longer required to complete this
FSA for repair orders that are opened on or after April 16, 2024.
PROGRAM TERMS
This program will be in effect through September 13, 2024. There is no mileage limit for this program.
New! AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

2022

Rouge Electric
Vehicle Center

October 14, 2021 through October 19, 2022

F-150 BEV
2023

June 10, 2022 through December 15, 2023

New! US population of affected vehicles: 56,476. Affected vehicles are identified in OASIS and FSA
VIN Lists.

© Copyright 2024 Ford Motor Company

REASON FOR THIS PROGRAM
Some of the affected vehicles may have high voltage battery modules that can cause Diagnostic
Trouble Code (DTC) P0B24 – Hybrid Battery Voltage Unstable to set causing a stop safely now
message to appear on the Instrument Panel Cluster (IPC) and the vehicles high voltage battery output
to be limited.
All vehicles will receive an update to the Battery Energy Control Module (BECM) software strategy
that detects if the high voltage battery experiences a voltage deviation and may enter the vehicle into
a reduced performance state. This updated software is available for dealers to update or will become
available as an Over the Air (OTA) update.
New! SERVICE ACTION
Dealers are to update the BECM software. This service must be performed on all affected vehicles at
no charge to the vehicle owner.
NOTE: Vehicles that require new high voltage battery modules on or after April 16, 2024 should be
repaired under normal vehicle warranty. For battery module part ordering, please refer to EFC10038
and EFC14296.
To assist vehicle owners to have this repair completed, 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.
New! OVER-THE-AIR (OTA) UPDATES (FORD / LINCOLN SOFTWARE UPDATE):
• In addition to you being able to update vehicles now using FDRS, Ford is planning to deploy
an OTA software update mid-year 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).
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).
New! OWNER NOTIFICATION MAILING SCHEDULE
The original population owner letters mailed the week of September 25, 2023. Owners were given the
option of installing the software update themselves once the OTA deploys, or having their dealer
perform the service for them. Updated owner letters are expected to be mailed the week of April 29,
2024 to the remaining open VIN’s affected by this FSA.

© Copyright 2024 Ford Motor Company

New! ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• How to Enable Ford Software Updates
• 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 4
Customer Satisfaction Program 23B57

New! MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program now 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: N/A.
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 was activated on September 13, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists was available through https://web.fsavinlists.dealerconnection.com on September 13,
2023. Owner names and addresses was available by October 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.
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 2024 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 23B57
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.
New! RENTAL VEHICLES
Rental vehicles are no longer approved for repair orders that are opened on or after April 16, 2024.
New! TOWING
Towing is no longer authorized for repair orders that are opened on or after April 16, 2024.
New! MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
• Lincoln Retailers - refer to EFC14164, 2024 Remote Experience Program.
Dealers NOT participating in the 2024 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.
New! PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
New! PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 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 2024 Ford Motor Company

Administrative Information
Page 3 of 4
Customer Satisfaction Program 23B57
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.
New! CLAIMS PREPARATION AND SUBMISSION
• Technician Competency Requirement: The STST Competency 10 certification requirement
in the U.S. market only will be enforced starting with repair orders opened on or after April 1,
2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10
FSA. See EFC14251 for more details.
• 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: 23B57
▪ Customer Concern Code (CCC): D16 – HV Battery System Trouble
▪ Condition Code (CC): 42 – Does Not Operate Properly
▪ Causal Part Number: 10D672, 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 EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
▪ Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
▪ Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.

© Copyright 2024 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 23B57
New! CLAIMS PREPARATION AND SUBMISSION (CONTINUED)
• Mobile Repair:
o Dealers participating in the Remote Experience Program –
▪ Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
▪ Lincoln Retailers - refer to EFC14164, 2024 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 23B57MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).

© Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 23B57
New! LABOR ALLOWANCES
The Labor Allowance table has been updated to only include updating the BECM software for repair
orders that are opened on or after April 16, 2024.
Description

Labor Operation

Labor Time

23B57D

0.6 Hour(s)

Mobile Service:
This allowance is only for non-eligible 2024 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.

23B57MM

0.5 Hours

Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2024 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.

23B57PP

0.5 Hours

Update BECM Software

New! PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are no longer required to complete this FSA for repair orders that are opened on or after April
16, 2024.

© Copyright 2024 Ford Motor Company

Ford Motor Company
Ford Customer Service Division
PO Box 1904
Dearborn, Michigan 48121

May 2024
Customer Satisfaction Program 23B57
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 has a Battery Energy Control Module (BECM) software strategy
that detects if your high voltage battery experiences a voltage deviation. If
that detection is triggered, your vehicle may enter into a reduced
performance state.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company would like to
update your vehicles BECM software to adjust the way the vehicle performs
if a voltage deviation is identified.
This Customer Satisfaction Program will be in effect until September 13,
2024 regardless of mileage. Coverage is automatically transferred to
subsequent owners.
You have two options of installing this software.
Option One: Ford has authorized your dealer to install the BECM software
free of charge (labor) under the terms of this program.
Option Two: Your vehicle is capable of receiving Ford Software Updates.