Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

June 19, 2025

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 25B31
Certain 2024 Model Year Transit Electric Vehicles
High Voltage Battery Array Inspection and Replacement

PROGRAM TERMS
This program will be in effect through June 19, 2026. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Date Range

Transit

2024

Kansas City

June 13, 2024 through October 3, 2024

U.S. population of affected vehicles: 2. Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
On the affected vehicles, incomplete sealing of a cell in the high voltage battery may have occurred
during the manufacturing process. Incomplete sealing of a high voltage battery cell may lead to an
electrolyte leak, resulting in an isolation fault or low battery module voltage condition. Initially, the
operator may observe a wrench light and will not experience any change to drivability. Over time, the
condition may progress to a no-start condition, or reduced power with wrench and turtle warning
lights. Eventually, the operator may experience a “Stop Safely Now” message followed by a loss of
propulsion.
SERVICE ACTION
Dealers are to remove the high voltage battery and cover to inspect the array serial numbers and
replace the array identified by serial number using the technical instructions. 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 to pick up the owner’s vehicle and drive it to the dealership for repairs (rentals are
authorized – see Rental Vehicles). Re-deliver the owner’s vehicle after repairs have been
completed. Pick-Up & Delivery should be made available for all customers. Refer to the Rental
and Claiming sections for further details.
ESSENTIAL SPECIAL SERVICE TOOLS
If you do not have the special tools needed, please contact 1-800 ROTUNDA and choose option 3 to
place an order to purchase.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of June 30, 2025 or sooner. Dealers should repair
any affected vehicles that arrive at their dealerships, whether or not the customer has received a
letter.

 Copyright 2025 Ford Motor Company

ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• 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 3
Customer Satisfaction Program 25B31
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on June 19, 2025.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on June 19,
2025. Owner names and addresses will be available by July 18, 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.
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
Dealers are pre-approved for up to 2 days for a comparable rental vehicle. Follow Customer Loyalty
Program (CLP) guidelines for dollar amounts. Rentals will only be reimbursed for the day(s) the
vehicle is at the dealership for part replacement. Prior approval for more than 2 rental day(s) is
required from the Centralized Loaner Support Team. Contact the Centralized Loaner Support Team
via the CRC Dealer Portal for consideration and approval if appropriate.
Dealers may request a rental vehicle when Ford parts are on backorder; prior approval is required
from the Centralized Loaner Support Team via the CRC Dealer Portal.
• If the vehicle is off road, then refer to EFC 14236. VOR escalation is required in DOW.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 25B31
FORD PICK-UP & DELIVERY
• Dealers participating in the Remote Experience Program:
o Refer to EFC16629, 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.
REPAIR PHOTO SUBMISSION
Ford has requested photo evidence of repair completion for this FSA. For claim reimbursement please
submit photos that clearly show the vehicle VIN, high voltage battery serial number, failed array serial
number and new array serial number.
• Photos can be attached using the Mobile PTS “Report a Vehicle Concern”. You can
access Mobile PTS using your mobile device at:
https://www.fordtechservice.dealerconnection.com/.
Note: If you have never used the Web-Based report a vehicle concern- you will need to
create your User Profile before accessing “Report a Vehicle Concern” on Mobile PTS.
Instructions on how to create a user profile and submit photos can be found in the Global
Concern Reporting (GCR) Video Snack on FMCDealer.

•

Note: Ensure that your “User Profile” is added/updated to include your STARS ID. This
can be done by accessing your User Profile directly at:
https://www.gcr.dealerconnection.com/asp/DealerProfile.asp;
After completing the report entry form you can upload a maximum of 5 attachments at
once.
o If submitting more than one attachment (photo), the files must be saved to the mobile
device you’re using, before submitting the report.
o If submitting one attachment (photo), you can capture the photo during the report
submission when asked to add the attachment.

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:
o Submit an Approval Request to the SSSC Web Contact Site before completing the
repair.

 Copyright 2025 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 25B31
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.
• 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: 25B31
 Customer Concern Code (CCC): D16
 Condition Code (CC): 42
 Causal Part Number: 10D672, 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.
• Rentals: For rental vehicle claiming, follow Customer Loyalty Program (CLP) guidelines for
dollar amounts. Enter the total amount of the rental expense under the Miscellaneous Expense
code RENTAL.
• Ford Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program:
 Refer to EFC16629, 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.
• Parts Handling Allowance: A parts handling allowance is being provided, unless otherwise
notified by the Company or as provided by state law, in addition to the dealer cost of the high
voltage battery array. To claim the allowance, enter $330.00 as HANDLG in the Misc. Expense
area of the claim form.

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 3
Customer Satisfaction Program 25B31
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Remove high voltage battery and replace identified array per
technical instructions.

MT25B31B

Up To 10 Hours

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.

25B31PP

0.5 Hours

Time allowed to submit photos.

25B31ZZ

0.2 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Inspection required, see Technical Instructions.

Special Program Part Ordering:

To place an order for a HVBM array kit, use the online HVBATT system. Refer to EFC 15213, High
Voltage Battery and Array Order and Return Process Change, for additional details.
Service Part
Number

Claim
Quantity

Package
Order
Quantity

RK3Z-10D672-E
RK3Z-10D672-F

As Needed

TA-38-B

Number
in
Package

Description

1

High voltage battery array

1

High voltage battery array

1

Motorcraft® EV Battery Thermal Interface
Material II

Motorcraft® Yellow Prediluted
Antifreeze/Coolant
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
Important Reminder: High-Voltage batteries and their wooden shipping containers should be kept in
a covered location and protected from the elements (out of direct sunlight and sheltered from the
rain/snow). High-Voltage batteries that have failed any inspection should not be stored indoors.
Laws, rules, and regulations may vary at the state or local level; please follow all local and state
requirements for proper battery handling. Refer to EFC 12907 for additional details on handing,
storage, and instructions for damaged batteries.
NOTE: The dealership is provided the battery array under Ford’s Zero Cost Exchange program. Thus,
dealer’s warranty claims are to exclude the high voltage battery array from the claim. Mark the cost of
the high voltage battery array as $0.
VC-13DL-G

3

3

1

DEALER PRICE
For the latest prices, refer to DOES II.

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 2 of 3
Customer Satisfaction Program 25B31
HANDLING ALLOWANCE
An allowance of $330.00 per repair is being provided unless otherwise notified by the Company or as
provided by state law, in addition to the dealer cost of the high voltage battery array.
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.
For HV battery/array, refer to EFC15529, Launch of FCS-700 Tag Return Process for High Voltage
(HV) Battery Packs and Arrays. Dealers are to retain all replaced arrays and store them in the service
crate (that the dealer received the new array kit in). Dealers are to return all replaced arrays in the
service crate via your local RCRC or TForce Freight based on the part disposition in OWS. No array
kits are to be scrapped. 100% of array kits are to be returned to Ford.
• Dealers are to indicate in HVBATT when they have a replaced battery/module available for
return. FCSD will facilitate the pickup of the replaced battery/modules from your dealership.
EXCESS STOCK RETURN
The excess stock returned for credit must have been purchased from Ford Customer Service Division
by Policy Procedure Bulletin 4000.
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’s fixed operations management team or an employee 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.