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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 16, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 24B25
Certain 2022-2024 Model Year Expedition and Navigator Vehicles
Rear Seat Entertainment Screen Software Update

PROGRAM TERMS
This program will be in effect through May 16, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Expedition
Navigator

Model Year

Assembly Plant

Build Dates

2022-2024

Kentucky Truck
Plant

March 24, 2022 through July 20, 2023
April 5, 2022 through August 4, 2023

US population of affected vehicles: 6,791. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the Rear Seat Entertainment (RSE) system screens may freeze and
fail to turn off after the vehicle has been turned off due to an Amazon software issue. This can lead to
the RSE system to continuously draw power which can drain the vehicle’s battery and may prevent
the vehicle from starting.
SERVICE ACTION
Dealers are to verify the software version of the RSE screens and update if necessary. 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, dealers should:
• Arrange for a mobile repair at the owner’s location.
• Mobile service should be made available for all customers. Refer to the Rental and Claiming
sections for further details.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of May 20, 2024. 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 Record
• Owner Notification Letters

 Copyright 2024 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 2024 Ford Motor Company

Administrative Information
Page 1 of 3
Customer Satisfaction Program 24B25
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.
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 May 16, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on May 16, 2024.
Owner names and addresses will be available by June 7, 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.
• 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 3
Customer Satisfaction Program 24B25
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.
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.
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
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.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24B25
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 May 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: 24B25
 Customer Concern Code (CCC): A18
 Condition Code (CC): 42
 Causal Part Number: 10E947, 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.
• 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 (see Repair Procedure Improvement & Revised Labor Time),
with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 24B25MM 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 24B25
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

24B25A

0.2 Hours

24B25B

0.4 Hours

24B25MM

0.5 Hours

Inspect RSE system screen software.
NOTE: Use if BOTH RSE system screens are set-up and
software is at version 2973 or higher.
Inspect RSE system screen software level and update
software.
NOTE: Use if ONE OR BOTH RSE system screens are not
set-up or are below software version 2973.
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.
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2024 Ford Motor Company

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

May 2024
Customer Satisfaction Program 24B25
Mr. John Sample
123 Main Street
Anywhere, USA 12345
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 Rear Seat Entertainment (RSE) system screens may
freeze and fail to turn off after the vehicle has been turned off due to an
Amazon software issue.

What is the effect?

A RSE system screen that does not turn off after the ignition has been
turned off may result in low vehicle battery power and may prevent the
vehicle from starting.

What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company would like to
verify the software version of the RSE screens and update the software if
necessary.
This Customer Satisfaction Program will be in effect until May 16, 2025
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
You have two options of verifying and updating this software:
Option One: Ford Motor Company has authorized your dealer to verify the
software version of the RSE screens and update if necessary free of charge
(labor) under the terms of this program.
Option Two: You can verify the software version of the RSE screens and
update the software following the attached instructions.
Should the software fail to update or install properly, Ford Motor Company
has authorized your dealer to update the RSE screens software free of
charge (labor) under the terms of this program.

 Copyright 2024 Ford Motor Company

How long will it take?

The time needed for this inspection and software update is approximately 30
minutes. If you prefer to go to your dealer for this inspection and software
update, the time needed 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?

Please call your dealer without delay to schedule a service appointment for
Customer Satisfaction Program 24B25. 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.
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.

Mobile Service

Ford Mobile Service is offered by participating dealers, contact your dealer
for details.

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 (CRC) at 1-866-436-7332 and one of
our representatives will be happy to assist you. The CRC is open on
weekdays from 8:00 AM – 11:00 PM and on Saturday 8:00 AM - 8:00 PM
(Eastern Time). TTY/TDD users, please contact the CRC at the number
listed using the Telecommunication Relay Service by dialing 711.
If you wish to contact us through the internet, our address is
ford.com/support.

 Copyright 2024 Ford Motor Company

Can we assist you
further? (Continued)

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 2024 Ford Motor Company

Customer Inspection Sheet
Note
before
starting:

It is very important that a stable Wi-Fi or hotspot connection is available at the vehicle for
proper Rear Seat Entertainment (RSE) screen set-up and to allow software to update.
Failure to connect to Wi-Fi or a hotspot during this procedure may result in the RSE screens
not properly auto updating.
You will also require your Amazon account information (username and password).

Step 1

With Wi-Fi or hotspot available at the vehicle, start the vehicle and ensure the RSE
screens are powered up and displaying content.

Step 2

If the RSE screens have not been set-up, follow the on-screen instructions to complete
the set-up process.

Step 3

On the profile selection screen, tap anywhere on the screen to open the Quick Access
Menu.

Step 4

With the Quick Access Menu open, follow these steps:
• Select “Settings”
• Scroll left to show and select “Devices & Software”
• Select “About”
• Select “Your TV”

Step 5

Review the Software Version of the screen you are using. The last 4 digits of the
Software Version should be “2973” or higher.
NOTE: Software Version will read as follows: Fire OS XXXX (XXXXXX/2973)
If the Software Version has been verified to be “2973” or higher, complete steps 2-5 on
the other screen.
If the Software Version is below “2973” the system will complete an auto update. This is
shown by a status message such as “Downloading Update” followed by “Installing
Update”.

Step 6

Wait approximately 15 minutes for the software update to complete. When the “Installing
Update” status changes to “Reboot” the update is complete. Select “Reboot” and wait for
the system to fully restart. This may take several minutes.
Repeat steps 3-5 to verify that the software has been updated to “2973” or higher.

Step 7

Repeat steps 2-5 on the other screen.

Step 8

If both RSE screen software levels have been verified to be at “2973” or higher, no
further action is needed and the RSE screen software is up to date.
If one or both screens are not updating or you are otherwise unable to update the
software to version “2973” or higher, it is recommended to bring your vehicle to your
servicing dealership for completion of this customer satisfaction program.

 Copyright 2024 Ford Motor Company

Lincoln
PO Box 1904
Dearborn, Michigan 48121

May 2024
Customer Satisfaction Program 24B25
Mr. John Sample
123 Main Street
Anywhere, USA 12345
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?

On your vehicle, the Rear Seat Entertainment (RSE) system screens may
freeze and fail to turn off after the vehicle has been turned off due to an
Amazon software issue.

What is the effect?

A RSE system screen that does not turn off after the ignition has been
turned off may result in low vehicle battery power and may prevent the
vehicle from starting.

What will Lincoln and
your retailer do?

In the interest of customer satisfaction, Lincoln would like to verify the
software version of the RSE screens and update the software if necessary.
This Customer Satisfaction Program will be in effect until May 16, 2025
regardless of mileage. Coverage is automatically transferred to subsequent
owners.
You have two options of verifying and updating this software:
Option One: Lincoln has authorized your retailer to verify the software
version of the RSE screens and update if necessary free of charge (labor)
under the terms of this program.
Option Two: You can verify the software version of the RSE screens and
update the software following the attached instructions.
Should the software fail to update or install properly, Lincoln has authorized
your retailer to update the RSE screens software free of charge (labor)
under the terms of this program.

How long will it take?

The time needed for this inspection and software update is approximately 30
minutes. If you prefer to go to your retailer for this inspection and software
update, the time needed is less than one-half 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?

Please call your retailer without delay to schedule a service appointment for
Customer Satisfaction Program 24B25. Provide the retailer with the VIN of
your vehicle. The VIN 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
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.

Mobile Service

Lincoln Mobile Service is offered by participating retailers, contact your
retailer for details.

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 dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Ford Customer Relationship Center (CRC) at 1-866-436-7332 and one of
our representatives will be happy to assist you. The CRC is open on
weekdays from 8:00 AM – 11:00 PM and on Saturday 8:00 AM - 8:00 PM
(Eastern Time). TTY/TDD users, please contact the CRC at the number
listed using the Telecommunication Relay Service by dialing 711.
If you wish to contact us through the internet, our address is
lincoln.com/support.
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.