NHTSA ID Number: 11006036
Manufacturer Communication Number: 24B47
TSB/Document Date: 2024-08-07
Summary
Certain 2018 - 2024 Model Year Various Vehicles Update SYNC Software In all the affected vehicles, due to an error in the SYNC software, you may experience SYNC system instability concerns and/or a failure to preserve certain settings across ignition cycles. This may result in a black infotainment screen that does not affect rear view camera, incorrect language setting, erased or unsaved radio presets, and potential inability to perform software updates.
Stacy L. Balzer
Director
Service Engineering Operations
Ford Customer Service Division
Ford
Motor Company
PO Box 1904
Dearborn, Michigan 48121
July 22, 2024
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 24B47
Certain 2018 - 2024 Model Year Various Vehicles
Update SYNC Software
PROGRAM TERMS
This program will be in effect through August 31, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle
Model Year
Assembly Plant
Build Dates
August 12, 2019 through August 14, 2020
Ecosport
2020 – 2022
Chennai
October 5, 2020 through April 28, 2021
February 7, 2022 through June 25, 2022
Fusion
May 18, 2018 through July 31, 2020
2019 – 2020
Hermosillo
Edge
2019 – 2020
Oakville
August 2, 2018 through December 22, 2020
Bronco
Sport
2021 – 2024
Hermosillo
March 13, 2020 through June 5, 2024
MKZ
Escape
May 8, 2018 through July 31, 2020
April 5, 2019 through December 22, 2020
2020 – 2022
Louisville
Corsair
January 4, 2021 through December 13, 2022
February 12, 2019 through December 8, 2022
2019 – 2020
Flatrock
August 1, 2018 through November 25, 2020
Ranger
2019 – 2023
Michigan
July 13, 2018 through June 28, 2023
F-150
2019 – 2020
Dearborn
July 23, 2018 through September 5, 2020
Kansas City
August 11, 2018 through October 21, 2020
Super Duty
2020 - 2022
Kentucky Truck
August 2, 2019 through December 22, 2022
Ohio
October 29, 2019 through December 5, 2022
Copyright 2024 Ford Motor Company
AFFECTED VEHICLES (Continued)
Vehicle
Model Year
Assembly Plant
Build Dates
Maverick
2022 – 2024
Hermosillo
June 2, 2021 through January 9, 2024
2019 - 2023
Flatrock
Nautilus
2019 - 2020
Oakville
August 2, 2018 through December 21, 2020
Expedition
2020 – 2021
Kentucky Truck
July 16, 2019 through December 23, 2021
Navigator
2020 – 2021
Kentucky Truck
September 25, 2019 through December 21, 2021
Chicago
Aviator
2020 - 2023
March 27, 2018 through December 22, 2021
January 6, 2022 through April 5, 2023
February 4, 2019 through September 26, 2020
September 28, 2020 through December 4, 2023
September 29, 2020 through August 25, 2021
Chicago Sho
August 31, 2021 through July 11, 2022
July 21, 2022 through July 24, 2023
Chicago
Explorer
2020 – 2023
February 5, 2019 through April 24, 2024
October 3, 2020 through November 4, 2021
Chicago Sho
November 12, 2021 through November 7, 2022
December 5, 2022 through September 18, 2023
Transit
Transit
Connect
2020 – 2023
Kansas City
July 25, 2019 through December 5, 2023
2018
June 23, 2018 through July 30, 2018
2019
August 1, 2018 through July 31, 2019
2020
Valencia
August 27, 2019 through July 30, 2020
2021
August 25, 2020 through April 27, 2021
2022
September 2, 2021 through May 30, 2022
US population of affected vehicles: 383,085. Affected vehicles are identified in OASIS and FSA VIN
Lists.
NOTE: The following Special Service Message (SSM) include the same SYNC software
reprogramming as contained in this FSA:
• SSM 52704
Therefore, 24B47 will be closed automatically if this SSM has been performed.
REASON FOR THIS PROGRAM
In all the affected vehicles, due to an error in the SYNC software, you may experience SYNC system
instability concerns and/or a failure to preserve certain settings across ignition cycles. This may result
in a black infotainment screen that does not affect rear view camera, incorrect language setting,
erased or unsaved radio presets, and potential inability to perform software updates.
Copyright 2024 Ford Motor Company
SERVICE ACTION
Dealers are to update the SYNC software. 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 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 August 5, 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 Letters
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 24B47
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: Laptop with Ford Diagnosis and Repair System (FDRS)
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 July 22, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on July 22, 2024.
Owner names and addresses will be available by August 19, 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 4
Customer Satisfaction Program 24B47
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
• 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
August 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 updating the SYNC software.
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.
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.
Copyright 2024 Ford Motor Company
Administrative Information
Page 3 of 4
Customer Satisfaction Program 24B47
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.
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.
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: 24B47
Customer Concern Code (CCC): A86
Condition Code (CC): 04
Causal Part Number: 14G371, 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.
Copyright 2024 Ford Motor Company
Administrative Information
Page 4 of 4
Customer Satisfaction Program 24B47
CLAIMS PREPARATION AND SUBMISSION (Continued)
• Refunds: Submit refunds on a separate repair line.
- Program Code: 24B47
- 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.
• 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.
•
•
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 24B47MM 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 24B47
LABOR ALLOWANCES
Description
Labor Operation
Labor Time
24B47B
0.4 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.
24B47MM
0.5 Hours
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.
24B47LL
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.
24B47PP
0.5 Hours
Update APIM software
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
Customer Satisfaction Program 24B47
August 2024
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.
Why are you receiving
this notice?
Due to an error in the SYNC software, you may experience SYNC system
instability concerns and/or failure to preserve certain settings across ignition
cycles.
What is the effect?
This may result in a black infotainment screen (although it does not affect
rear view camera), incorrect language setting, and/or erased or unsaved
radio presets.
If the PDF is very large, it may not load in the preview below.
Some older TSBs had multiple PDFs — visit the NHTSA Website to view all PDFs.
If the TSB PDF does not show, download or view it on the NHTSA Website.
Click on the (+) Plus Sign
Then Click on Associated Document(s)
Search NHTSA Database for Recalls
Search NHTSA Database for Vehicle Investigations
View Latest Vehicle Investigations
Search NHTSA Database for Vehicle Complaints
View Latest Vehicle Complaints
TSB/Document ID: 24B47
Replacement Service Bulletin Number:
MFR Communication Date: 2024-07-23
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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