Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

August 5, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24B42
Certain 2021 - 2023 Model Year Mustang Mach-E Vehicles
Powertrain Control Module – Coordinated Software Update

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

Mach-E

2021 – 2023

Cuautitlan Plant

April 1, 2020 through July 1, 2023

US population of affected vehicles: 3,381. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the vehicle may disengage the one pedal drive mode at speeds
below 15 MPH accompanied by a one pedal drive fault pop-up message displayed in the instrument
panel cluster.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
update the Powertrain Control Module (PCM) software. 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.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• 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.
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 in the fourth quarter of 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).

 Copyright 2024 Ford Motor Company

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.).
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of August 19, 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.

Ford Customer Service Division

 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 4
Customer Satisfaction Program 24B42

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 August 5, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on August 5,
2024. Owner names and addresses will be available by September 2, 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 24B42
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.
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 24B42
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.
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: 24B42
 Customer Concern Code (CCC): D19
 Condition Code (CC): 04
 Causal Part Number: 7B012, 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.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 24B42
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 (see Repair Procedure Improvement & Revised Labor Time),
with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 24B42MM 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 24B42
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

24B42B

0.7 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.

24B42MM

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.

24B42PP

0.5 Hours

Mach – E: Reprogram PCM. May include updating one or
more of the following:
• Powertrain Control Module (PCM)
• Secondary on-board diagnostic control module B
(SOBDMB)
• Secondary on-board diagnostic control module C
(SOBDMC)
• Anti-lock brake system (ABS) module
• Battery Energy control module (BECM)

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2024 Ford Motor Company

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