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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 13, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 24B27
Certain 2023-2024 Super Duty and 2021-2025 Model Year Econoline Equipped With a
6.8L or 7.3L Gasoline Engine
Powertrain Control Module Software Update

PROGRAM TERMS
This program will be in effect through May 31, 2025. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of May 31, 2025, 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. This will help minimize the number of vehicles that may require a more extensive
repair. FSA VIN Lists are expected to be available on May 13, 2024.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Super Duty

2023-2024

Kentucky Truck

January 4, 2023 through April 11, 2024

Super Duty

2023-2024

Ohio

March 8, 2023 through April 11, 2024

Econoline

2021-2025

Ohio

May 30 2019 through April 11, 2024

US population of affected vehicles: 36,170. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In affected vehicles, the Variable Displacement Oil Pump (VDOP) delivers oil to the engine at low
pressure/capacity during idle conditions. Routine occurrences of prolonged idle time may result in
excess wear to the engine camshaft lobes and valve tappet surfaces due to reduced lubrication. Over
time, the engine may progressively run rough due to cylinder misfire. Additionally, customers may
hear engine tapping noises and the Check Engine Light (CEL) may illuminate.
SERVICE ACTION
Ford recommends before delivering any new in-stock vehicles involved in this program, dealers are to
update the PCM calibration on 2023-2024 Super Duty and 2024 Econoline vehicles. 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.

 Copyright 2024 Ford Motor Company

Vehicle
Super Duty

Econoline

Model Year

Software Availability

Projected Availability

2023

Available

2024

Available

2021

Unavailable

July 8, 2024

2022

Unavailable

July 8, 2024

2023

Unavailable

May 27, 2024

2024

Available

2025

Unavailable

July 8, 2024

NOTE: Software is not currently available for 2021-2023 and 2025 Model Year Econoline
vehicles. This FSA will be updated and VINs will be added to the program as software
becomes available based on the software availability chart shown above.
For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
IMPORTANT: Dealers should open a Repair Order (RO) only when a full dealer bulletin is
published. Opening an RO against an Awareness or Advance Notice will result in warranty
rejections against a recall.
To assist vehicle owners to have this repair completed when parts are 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 & Delivery and 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/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 3
Customer Satisfaction Program 24B27
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 13, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists for vehicles that have software released will be available through
https://web.fsavinlists.dealerconnection.com on May 13, 2024. Owner names and addresses will be
available by June 7, 2024. FSA VIN Lists for the remaining vehicles will be available as dealer bulletin
supplements are released to include those vehicles.
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 24B27
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.
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.
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.
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.
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.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24B27
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: 24B27
 Customer Concern Code (CCC): E69
 Condition Code (CC): 04
 Causal Part Number: 12A650, 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.
• Pick-Up & 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.
• 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 24B27 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 24B27
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

All Vehicles - Update the Powertrain Control Module (PCM)
software using FDRS

24B27B

0.3 Hours

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

24B27MM

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.

24B27PP

0.5 Hours