Service Engineering Operations
Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

September 6, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 22P31 – Supplement # 1
Certain 2021-2022 Model Year Mustang Mach-E Vehicles
Replace the Electronic Park Brake Harness Connector

REF:

Customer Satisfaction Program 22P31
Dated April 17, 2023

New! REASON FOR THIS SUPPLEMENT
• Technical Information: Updated Technical Information.
• Claims Preparation and Submission: Technical Competency Requirement.
PROGRAM TERMS
This program will be in effect through June 20, 2033 or a maximum of 150,000 miles, whichever
occurs first. If a vehicle already has accumulated more than 150,000 miles, this coverage expired
April 30, 2024.
AFFECTED VEHICLES
Vehicle
Mustang
Mach-E
Mustang
Mach-E

Model Year

Assembly Plant

Build Dates

2021

Cuautitlan

February 24, 2020 through December 23, 2021

2022

Cuautitlan

August 16, 2021 through February 23, 2022

U.S. Population of affected vehicles: 36,427. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair. Parts purchased for an FSA can be returned for credit if
required. See the EXCESS STOCK RETURN details in Labor Allowances and Parts Ordering
Information for more information.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the Electronic Park Brake (EPB) may not function due to damaged
wiring. Customers may experience an audible chime, a wrench light, and a message on the
Instrument Panel Cluster (IPC) specifying there is a “Parking brake failure, service immediately.”
Some customers may be unable to disengage the park brake, resulting in brake drag while driving
accompanied by a constant message and chime. This condition does not create a risk of rollaway, as
the vehicle design ensures the affected vehicle will remain stationary on a grade even with a nonfunctioning EPB.

 Copyright 2024 Ford Motor Company

SERVICE ACTION
Dealers are to replace the connector to the EPBs on both rear calipers. This service must be
performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will not be mailed for this program.
New! ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
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.
Customer Service Division

 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 2
Customer Satisfaction Program 22P31 - Supplement # 1
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
•
•

All repairs in this program have the following assessment level.
- Not a Mobile Service Repair
Customer satisfaction P-type programs are to be performed on impacted vehicles already in for
other service work (either mobile repair or in dealership) and Remote Experience reimbursement
for just this repair is not allowed.

OASIS ACTIVATION
OASIS was activated on April 17, 2023.
FSA VIN LISTS ACTIVATION
FSA VIN Lists were available through https://web.fsavinlists.dealerconnection.com since April 17,
2023.
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
• Correct affected vehicles identified in OASIS which are brought to your dealership within the
applicable 10 years or 150,000 miles warranty coverage period.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
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 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.
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
 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 22P31 - Supplement # 1
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) (Continued)
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
New! 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 August
31, 2024. FSA repairs will reject and the claim will not be paid if the repairing technician is not
certified in STST Competency 10 FSA. See EFC15332 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: 22P31
 Customer Concern Code (CCC): H04.
 Condition Code (CC): 28
 Causal Part Number: 14A411 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.
• Provision for Chloroplast Tape (One roll will service several vehicles) and Obtain Locally
Cable Zip Tie(s):
o Program Code: 22P31
o Misc. Expense: OTHER
o Amount: Up to $20.00

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 22P31 - Supplement # 1
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

22P31B

1.9 Hour(s)

Repair: Replace both rear Electronic Park Brake (EPB)
electrical connectors.
PARTS REQUIREMENTS / ORDERING INFORMATION

Order your parts requirements through normal order processing channels. To guarantee the shortest
delivery time, an emergency order for parts must be placed.
Part Number

Description

NAI837X

Chloroplast Tape (Pkg. of 6 rolls) – As Needed
(One roll will service several vehicles)
Available in the Rotunda RTTP program.

Obtain Locally

Note: As Needed indicates the amount of the part may
vary and/or is not a whole number. Parts can be billed out
as non-whole numbers, including less than 1.

Cable Zip Tie – As Needed –
Also available in the Rotunda RTTP program.

Note: As Needed indicates the amount of the part may
vary and/or is not a whole number. Parts can be billed out
as non-whole numbers, including less than 1.

Order
Quantity

Claim
Quantity

As required
misc. other

As required
misc. other

Connector pig-tail kit
2
2
(2 (Two) Kits needed for the repair)
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
AU2Z-14S411-DB

DEALER PRICE
For the latest prices, refer to DOES II.
PARTS RETENTION, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must
be scrapped by all applicable local, state, and federal environmental protection and hazardous
material regulations. Federal law prohibits selling motor vehicle parts or components that are under
safety, compliance, or emissions recall.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
in accordance with Policy Procedure Bulletin 4000.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 2
Customer Satisfaction Program 22P31 - Supplement # 1
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st, 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st, 2021, or later must be inspected and signed off on the repair order by a member of your
dealer fixed operations management team or an employee of the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
•

All parts replaced as part of an FSA repair should be returned to the parts department
following the Warranty Parts Retention and Return Policies.

•

Inspect the replaced parts to verify the FSA repair was completed.

•

If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.

•

After the parts have been inspected, they should be handled based on the guidance in the
parts status report in the Online Warranty System (Hold, Return, CORE, Scrap, etc.). Please
visit FMCDEALER > PARTS & SERVICE > WARRANTY ADMINISTRATION & WARRANTY
PARTS RETURN for the latest Immediate Scrap List information.

This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1st, 2021, or later. Any eligible FSA claims requiring parts replacement
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer-owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post-repair FSA
parts inspection process (electronic or handwritten) is independent of other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be identified on the Repair Order. If multiple FSAs require approval on a
single Repair Order, each applicable occurrence will require individual post-repair approval by the
designated employee.
•

 Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 8
CUSTOMER SATISFACTION PROGRAM 22P31-S1

CERTAIN 2021-2022 MODEL YEAR MUSTANG MACH-E — ELECTRIC PARK
BRAKE WIRE REPAIR
SERVICE PROCEDURE
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10 certification

requirement in the U.S. market only will be enforced starting with repair orders
opened on or after August 31, 2024. Field Service Action (FSA) repairs will reject

and the claim will not be paid if the repairing technician is not certified in STST

Competency 10 FSA. See Electronic Field Communication (EFC)15332 for more

details.
1. Activate the brake service mode. Follow the Workshop Manual (WSM) procedures in Section 206-00.
2. Remove the rear wheels and tires. Please follow WSM procedures in Section 204-04A.
3. Disconnect the Electric Park Brake (EPB) connector from the back of the rear caliper of the vehicle.
NOTE: All photos are on the right side rear caliper. Left side similar.
4. Detach the wiring guide and remove the tie straps securing the wiring guide to the harness. See
Figure 1.
NOTE: Save the wiring guide for use during reassembly.
WIRING
GUIDE

FIGURE 1
5. Separate the trailing arm clip from the trailing arm. Remove the tie straps securing the clip to the

22163A
harness. See Figure 2.
TRAILING
ARM CLIP

FIGURE 2
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2024

22163B

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

TECHNICAL INSTRUCTIONS
PAGE 2 OF 8
CUSTOMER SATISFACTION PROGRAM 22P31-S1

6. Remove the tie strap connecting the white retaining clip to the harness. Then, using a small
screwdriver, remove the white retaining clip from the connector. See Figure 3.
NOTE: Save the clip for use during reassembly.
TIE
STRAP