Ford Motor Company
Customer Service Division
PO Box 1904
Dearborn, Michigan 48121

Customer Satisfaction Program 25B03

February 2025

Mr. John Sample
123 Main Street
Anywhere, USA 12345
12345678901234567
At Ford Motor Company, we are not only committed 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?

On your vehicle, electronic modules may stay on after experiencing a
charging fault signal which could result in a 12V partial or full battery drain.

What is the effect?

This may result in the 12V battery draining after several hours, usually
overnight. You might experience a flashing red light on the charge port
indicator. This condition does not allow the vehicle to lose power while
driving, however.

What will Ford and
your dealer do?

Software now available to repair your vehicle. In the interest of customer
satisfaction, Ford Motor Company has authorized your dealer to re-program
the onboard charger module free of charge under the terms of this program.
This Customer Satisfaction Program will be in effect until March 31, 2026
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 25B03.
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 2025 Ford Motor Company

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.

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 8:30 AM – 7:00 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).

Thank you for your attention to this important matter.
Customer Service Division

 Copyright 2025 Ford Motor Company

Ford Motor Company
División de Servicio al Cliente
PO Box 1904
Dearborn, Michigan 48121

Programa de satisfacción del cliente 25B03

Febrero 2025

Sr. Juan Pérez
Calle Principal 123
Ciudad, EE. UU. 12345
12345678901234567
El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad,
sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, estamos
proporcionando un programa de satisfacción del cliente sin cargo para su vehículo.
¿Por qué recibe este
aviso?

En su vehículo, los módulos electrónicos podrían permanecer encendidos
después de recibir una señal de falla de carga que podría provocar una
descarga parcial o total de la batería de 12 V.

¿Cuál es el efecto?

Esto podría provocar que la batería de 12 V se descargue después de
varias horas, generalmente, durante la noche. Es posible que experimente
una luz roja intermitente en el indicador del puerto de carga. Sin embargo,
esta condición no permite que el vehículo pierda potencia mientras se
conduce.

¿Qué medidas
adoptarán Ford y su
concesionario?

En este momento se encuentra disponible el software para reparar su
vehículo. Para satisfacer a nuestros clientes, Ford Motor Company ha
autorizado a su concesionario a reprogramar el módulo del cargador a
bordo sin costo alguno, conforme a los términos de este programa.
Este Programa de satisfacción del cliente tendrá vigencia hasta el 31 de
marzo de 2026, independientemente del millaje. La cobertura se transferirá
automáticamente a los siguientes propietarios.

¿Cuánto tiempo
tomará?

El tiempo necesario para esta reparación será menos de medio día. Sin
embargo, debido a los requisitos de planificación de servicio, es posible que
su distribuidor tarde un poco más.

¿Qué debe hacer?

Llame a su concesionario sin demora para programar una cita de servicio
para el Programa de satisfacción del cliente 25B03.
Si aún no tiene un concesionario para realizar el servicio, puede acceder a
ford.com/support para conocer las direcciones de los concesionarios, ver
mapas y obtener las instrucciones para llegar.

 Copyright 2025 Ford Motor Company

Ford Motor Company le recomienda realizar esta acción de servicio en su
vehículo. El propietario del vehículo es responsable de efectuar los arreglos
necesarios para llevar a cabo el trabajo.
Servicio móvil

El Servicio móvil Ford se ofrece a través de los concesionarios que
participan, comuníquese con su concesionario para obtener detalles.

Servicio de retiro y
entrega

El servicio complementario de retiro y entrega de vehículos también podría
estar disponible previa solicitud a través de los concesionarios que
participan. Su concesionario retirará el vehículo y lo regresará con la
reparación realizada.

¿Qué pasa si ya no es
el propietario del
vehículo?

Si ya no es el propietario del vehículo y tiene la dirección del propietario
actual, le solicitamos que le reenvíe esta carta.
Este aviso lo recibió porque en nuestros archivos, basados principalmente
en datos de registro y propiedad de los EE. UU., aparece como el
propietario actual.

¿Podemos hacer algo
más por usted?

Si tiene problemas para reparar su vehículo de inmediato y sin costo alguno,
comuníquese con el gerente de servicio de su concesionario para solicitar
ayuda.
PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese
con nuestro Centro de Relación con Clientes (CRC) Ford al 1-866-4367332 y uno de nuestros representantes con gusto lo atenderá. El CRC está
abierto de lunes a viernes de 8:30 a. m. a 7:00 p. m. (hora del este). Si es
usuario de TTY/TDD, comuníquese con el CRC al número que se
menciona, mediante el servicio de retransmisión de telecomunicaciones,
para esto, marque el 711.
Si desea comunicarse con nosotros a través de Internet, nuestra dirección
es ford.com/support.
PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese
con nuestro Centro de contacto de Ford Pro al 1-800-34-FLEET, elija la
opción n.° 1 y uno de nuestros representantes con gusto lo atenderá. Si
desea comunicarse con nosotros a través de Internet, nuestra dirección es
fleet.ford.com.
Los representantes atienden de lunes a viernes, de 7:00 a.m. a 11:00 p.m. y
sábado de 7:00 a.m. a 5:00 p.m. (hora del este).

Gracias por su atención en este asunto sumamente importante.
División de Servicio al Cliente

 Copyright 2025 Ford Motor Company

Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

February 20, 2025

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 25B03
Certain 2024 Model Year Mustang Mach-E vehicles
High Voltage Battery Charging System Software Update

PROGRAM TERMS
This program will be in effect through February 28, 2026. There is no mileage limit for this program.
EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of February 28, 2026 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 experience a dead 12V
battery, which requires a more extensive repair. FSA VIN Lists are expected to be available on
February 20, 2025.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Date Range

Mach-E

2024

CUAUTITLAN

July 17, 2024 through December 5, 2024

U.S. population of affected vehicles: 13,851 Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
On some of the affected vehicles, the 12V battery can be partially or completely drained due to
unintended “wake up” signals from the onboard high voltage battery charging system, also known as
the Secondary Onboard Diagnostic Module (SOBDM). Partial or fully drained 12V batteries are
preventing startup of the vehicle, potentially without an alert. This will not, however, result in a loss of
motive power while driving.
SERVICE ACTION
Dealers are to update powertrain bundle software via FDRS to the latest level for all affected modules,
which includes the SOBDM. 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 2025 Ford Motor Company

SERVICE ACTION (continued)
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
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 February 24, 2025 or sooner. Dealers should
repair any affected vehicles that arrive at their dealerships, whether the customer has received a letter
or not.
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.
Customer Service Division

 Copyright 2025 Ford Motor Company

Administrative Information
Page 1 of 4
Customer Satisfaction Program 25B03
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 February 20, 2025.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on February 20,
2025. Owner names and addresses will be available by March 19, 2025.
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 2025 Ford Motor Company

Administrative Information
Page 2 of 4
Customer Satisfaction Program 25B03
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 SERVICE CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Ford and Lincoln Dealers - refer to EFC16075, Announcing the 2025 Remote Experience
Program.
Dealers NOT participating in the 2025 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.
FORD PICK-UP & DELIVERY
• Dealers participating in the Remote Experience Program –
o Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional
details.
• Dealers NOT participating in the 2025 Remote Experience Program –
o Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
o Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 3 of 4
Customer Satisfaction Program 25B03