Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 28, 2025

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 25B24
Certain 2023, 2024 and 2025 Model Year Ford E-Transit
BEV BCM M3 Battery Management Configuration

PROGRAM TERMS
This program will be in effect through May 30, 2026. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Date Range

E-Transit

2023-2025

Kansas City

August 21, 2023 through March 21, 2025

U.S. population of affected vehicles: 6,857. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may have been repaired or are in the process of being repaired at the assembly
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
On some of the affected vehicles, the customer’s vehicle may not start due to a depleted 12-volt
battery. This issue may occur after the vehicle has been parked for an extended period of time (e.g.
two months). The customer may see a cluster message such as “'12V Battery Fault - Service Soon”
before the 12-volt battery is completely depleted.
SERVICE ACTION
Dealers are to update the Body Control Module (BCM) software to the latest calibration level using the
Ford Dealer Repair System (FDRS). Additionally, dealers will inspect the 12V battery using a suitable
Ford-approved Battery Tester. If necessary, battery replacement will occur. 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, 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.

 Copyright 2025 Ford Motor Company

•

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 June 16, 2025, or sooner. 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.
Customer Service Division

 Copyright 2025 Ford Motor Company

Administrative Information
Page 1 of 4
Customer Satisfaction Program 25B24
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Light Mobile Service
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: Ford-approved Battery Tester.
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 May 28, 2025.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com On May 28,
2025. Owner names and addresses will be available by June 16, 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 25B24
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.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
MOBILE SERVICE CLAIMING QUESTIONS
• Dealers participating in the Remote Experience Program:
o Ford and Lincoln Dealers - refer to EFC16393, Announcing the 2025 Remote
Experience Program.
• Dealers NOT participating in the 2025 Remote Experience Program:
o For questions and assistance, contact the Special Service Support Center (SSSC) via
the SSSC Web Contact Site.
o Work with the Dealership warranty administrator to create an SSSC contact ID#.
o 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 EFC16393, 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 25B24
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 software module replacement:
o If module replacement is required, confirm if a Repair Validation Code (RVC) is
required. Reference PTS / Technical Assistance / Components Requiring a Repair
Validation Code.
o Claiming the MT25B24RR labor operation code does not require an RVC code if no
module replacement is required, however, clock times should be consistent with
vehicle history on PTS.
• 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:
o 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 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 EFC15936 for more details.
• This program is exempt from the Software Verification Approval Code Requirement.
• 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: 25B24
 Customer Concern Code (CCC): C31
 Condition Code (CC): 04
 Causal Part Number: 15604, 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 2025 Ford Motor Company

Administrative Information
Page 4 of 4
Customer Satisfaction Program 25B24
CLAIMS PREPARATION AND SUBMISSION - CONTINUED
• Ford Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program:
 Refer to EFC16393, Announcing the 2025 Remote Experience Program for
additional details.
o Dealers NOT participating in the 2025 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 2025 Remote Experience Program –
 Ford and Lincoln - Refer to EFC16393, Announcing the 2025 Remote
Experience Program for additional details.
o Dealers NOT participating in the 2025 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 25B24MM along with
the applicable Labor Operation Code for the repair (refer to the Labor
Allowances table in Labor Allowances and Parts Ordering Information).

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 2
Customer Satisfaction Program 25B24
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Test 12 Volt Battery (Pass) and Reprogram BCM using
FDRS scan tool.

25B24B

0.8 Hours

Test 12 Volt Battery (Fail) Replace Battery and Reprogram
BCM using FDRS scan tool.

25B24C

1.2 Hours

Extra time if equipped to test Auxiliary 12 Volt Battery (Pass
or Fail).

25B24D

0.2 Hours

Extra time to replace Auxiliary 12 Volt Battery if it fails.

25B24E

0.3 Hours

MT25B24RR

Up to 5.0 Hours

25B24MM

0.5 Hours

25B24PP

0.5 Hours

BCM software failed and/or BCM module replacement
required.
SSSC approval is not required unless M-Time is exceeded.
Clock times should be consistent with vehicle history on
PTS.
Mobile Service:
This allowance is only for non-eligible 2025 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.
Ford Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2025 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.
PARTS REQUIREMENTS / ORDERING INFORMATION
Battery test required, see Technical Instructions.
Service Part
Number

Claim