What will Ford and
your dealer do?

In the interest of customer satisfaction, Ford Motor Company has authorized
your dealer to update your SYNC software free of charge (parts and labor)
under the terms of this program.
This Customer Satisfaction Program will be in effect until August 31, 2025
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

How long will it take?

The time needed for this repair 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 24B47.
Provide the dealer 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 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.

 Copyright 2024 Ford Motor Company

What should you do?
(Continued)

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.

Pick-Up and Delivery

Complimentary vehicle Pick-Up & Delivery service may also be available
upon request through participating dealers. Your dealer will pick up your
vehicle and return it with the repair completed.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct SYNC software was used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to updating the SYNC software. To verify eligibility and expedite
reimbursement, give your paid original receipt to your dealer before
February 28, 2025. To avoid delays, do not send receipts to Ford Motor
Company.

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.
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).

 Copyright 2024 Ford Motor Company

MOTORHOME OWNERS: If you have questions or concerns, please
contact our Motorhome Customer Assistance Center toll-free at
1-866-906-9811. Representatives are available 24 hours a day.
Thank you for your attention to this important matter.
Ford Customer Service Division

 Copyright 2024 Ford Motor Company

Lincoln
PO Box 1904
Dearborn, Michigan 48121

Customer Satisfaction Program 24B47

August 2024

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.
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.

What will Lincoln and
your retailer do?

In the interest of customer satisfaction, Lincoln has authorized your retailer
to update your SYNC software free of charge (parts and labor) under the
terms of this program.
This Customer Satisfaction Program will be in effect until August 31, 2025
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

How long will it take?

The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your retailer may need your vehicle for a
longer period of time.

What should you do?

Please call your retailer without delay to schedule a service appointment for
Customer Satisfaction Program 24B47.
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.

 Copyright 2024 Lincoln – A Ford Motor Company Brand

What should you do?
(Continued)

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.

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.

Have you previously
paid for this repair?

If you have previously paid for a repair that addresses the issue described in
this letter, you still need to have this service action performed to ensure the
correct SYNC software was used.
If the previously paid repair was performed before the date of this letter, you
may be eligible for a refund. Refunds will only be provided for services
related to updating the SYNC software. To verify eligibility and expedite
reimbursement, give your paid original receipt to your retailer before
February 28, 2025. To avoid delays, do not send receipts to Lincoln.

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
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).

 Copyright 2024 Lincoln – A Ford Motor Company Brand

Thank you for your attention to this important matter.
Lincoln

 Copyright 2024 Lincoln – A Ford Motor Company Brand

TECHNICAL INSTRUCTIONS
PAGE 1 OF 5
CUSTOMER SATISFACTION PROGRAM 24B47

CERTAIN 2018-2024 MODEL YEAR VARIOUS VEHICLES — UPDATE SYNC
SOFTWARE
SERVICE PROCEDURE
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10 certification
requirement, for U.S. market only, will be enforced starting with repair orders

opened on or after April 1, 2024. Field Service Action (FSA) repairs will reject if

the repairing technician is not certified in STST Competency 10 FSA. See

Electronic Field Communication (EFC) 14251 for more details.
1. Verify that the SYNC 3 universal thumb drive is titled SG3v202405 or later. Later software levels will
have a higher numerical value. Is the SYNC 3 universal drive title SG3v2020405 or later?
Yes - Proceed to Step 2.
No - Download the latest version of the SYNC 3 Universal USB Updater Application under the
Service Tips section of PTS using at least a 64GB 3.2 GEN 2 flash drive or higher. The USB

drive must be formatted to exFAT. Review the instructions and use Scan for Updates and

update USB. Proceed to Step 2.

Module Programming
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure
there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly
connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during
module configuration.
2. Turn the key on, engine on.
3. Launch Ford Diagnostic and Repair System (FDRS).
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is
run. Vehicle identification data appears on the screen when this is complete.
4. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
5. Select Toolbox tab.
6. From the list on the LH side of the screen, select the APIM - Accessory Protocol Interface Module.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 5
CUSTOMER SATISFACTION PROGRAM 24B47

7. From the list on the RH side of the screen, select APIM - Reset the Accessory Protocol Interface
Interface Module [APIM]. See Figure 1.

24443A

FIGURE 1
8. Click RUN. Follow all on-screen instructions carefully.
9. When prompted to select the desired function, click Clear User Data. See Figure 2.
NOTE: This will not remove any of the customer's devices that are already paired to the vehicle.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
24443B

FIGURE 2

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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

TECHNICAL INSTRUCTIONS
PAGE 3 OF 5
CUSTOMER SATISFACTION PROGRAM 24B47

NOTE: It is recommended to watch the video for more detailed information on this programming
procedure.
10. Watch the SYNC screen carefully. When the SYNC screen goes blank, insert the USB drive
immediately, do not wait. Continue to follow on-screen instructions.

NOTE: The USB update could take up to 25 minutes. However, no tech interaction is needed.
11. FDRS will confirm that the procedure is complete. Click OK. See Figure 3.

24443E

FIGURE 3
12. Once prompted click Exit. See Figure 4.

STUD FOR
MISSING
24443C NUT

FIGURE 4

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

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TECHNICAL INSTRUCTIONS
PAGE 4 OF 5
CUSTOMER SATISFACTION PROGRAM 24B47

13. SYNC 3 USB update will display on SYNC screen, confirming the update is complete. See Figure 5.

24443D

FIGURE 5
14. SYNC will restart, do NOT remove the USB at this time.
15. Key off, engine off. Wait for the USB lighted hubs to turn off.
16. USB can be removed at this time.
17. In FDRS, from the list on the RH side of the screen, select Self-Test and click RUN.
18. Click the Run Selected Tests button in the lower right.
19. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in
all modules.
NOTE: If the software update does not complete, attempt the update again, one time, starting with Step 1.
If the concern persists raise a Technical Support Request for assistance. Do NOT replace the
STUD FOR
APIM prior to contacting Technical Support.
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
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PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

TECHNICAL INSTRUCTIONS
PAGE 5 OF 5
CUSTOMER SATISFACTION PROGRAM 24B47

Important Information for Module Programming

NOTE: When programming a module, use the following basic checks to ensure programming completes
without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and connect
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module
(VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during
programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC

system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause
errors within the programming inhale process.

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not,
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2024

Customer Satisfaction Program 24B47
Certain 2018 - 2024 Model Year Various Vehicles
Update SYNC software

Mobile Service Repair Assessment
Page 1 of 2

Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

 Copyright 2024 Ford Motor Company

Customer Satisfaction Program 24B47
Certain 2018 - 2024 Model Year Various Vehicles
Update SYNC software

Mobile Service Repair Assessment
Page 2 of 2

– Enhanced Mobile Service
• A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

 Copyright 2024 Ford Motor Company

Mobile or Pick-Up and Delivery Repair Record
Page 1 of 1

Customer Satisfaction Program 24B47

Mobile Repair / Vehicle Pick-Up and Delivery Record
VIN ____________________________ received (check one):
☐ Mobile Repair

☐ Pick-up and/or delivery service

As outlined below for the 24B47 Field Service Action program.
☐ Mobile Repair – Date: _______________
OR
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date

 Copyright 2024 Ford Motor Company