Service Engineering Operations
Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

August 25, 2025

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 25P25
Certain 2024-2025 Model Year Mustang Mach-E Vehicles
Antenna Plate Film Removal

PROGRAM TERMS
This program will be in effect through August 25, 2026, for vehicles within the new bumper-to-bumper
warranty coverage period.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Date Range

Mustang
Mach-E

2024

Cuautitlan

January 8, 2024 through December 21, 2024

Mustang
Mach-E

2025

Cuautitlan

June 10, 2024 through April 7, 2025

U.S. population of affected vehicles: 23,800 Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
On some of the affected vehicles, the exterior roof antenna plate film is still present and difficult to
remove. This film is intended to prevent scratches and other damage during vehicle assembly and
transport and is intended to be removed prior to customer delivery.
SERVICE ACTION
Customer satisfaction P-type programs are to be performed on impacted vehicles already in for other
service work. Dealers are to inspect the vehicle’s exterior roof antenna plate for the film or residue
from the film. If the film or it’s residue is present, follow the technical instructions to remove film and/or
residue, buff/polish the antenna plate, and wash the vehicle. 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.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will not be mailed for this program.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Repair Assessment

 Copyright 2025 Ford Motor Company

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 25P25
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 and Remote Experience reimbursement for just this repair is not
allowed.
OASIS ACTIVATION
OASIS will be activated on August 25, 2025.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for this service action.
SOLD VEHICLES
• Correct affected vehicles identified in OASIS which are brought to your dealership within the
applicable bumper-to-bumper 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 TITLE VEHICLES
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.
REPAIR PHOTO SUBMISSION
Ford has requested photo evidence prior to performing the repair for this FSA.
• The SSSC must provide approval prior to performing the repair. Please open a Photo Review
Contact type to get their verbal approval.
• Contact the SSSC and upload the necessary photo or copy of documentation as an
attachment for review of the antenna plate film, vehicle mileage, open RO, door tag with VIN,
and odometer. This can be done in two ways:
o Directly in the SSSC contact request form while submitting your contact on your
desktop.
o Via PTS Mobile under the Images / Files Upload menu selection
 You should select SSSC in the sub-menu and ensure your P&A code is correct.
Upload the photo(s) by selecting the appropriate FSA with the option to use a
prior contact ID. These photo(s) will be associated with your SSSC contact
during submission.
 If you have not submitted a SSSC contact yet, then you can still upload the
photo(s) via PTS Mobile, and the photo(s) will be available when opening your
SSSC contact for this VIN and recall.
 Copyright 2025 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 25P25
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 FSA’s / 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.
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: 25P25
 Customer Concern Code (CCC): J03
 Condition Code (CC): 14
 Causal Part Number: 74500A18, 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 Locally Obtained Supplies: Includes Automotive Goo Gone, Single Orange
plastic Scrapper, and Fine buffing polish and buffing pad.
Submit on the same line as the repair.
o Program Code: 25P25
o Misc. Expense: OTHER
o Misc. Expense: Claim up to $20.00

 Copyright 2025 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 25P25

•

CLAIMS PREPARATION AND SUBMISSION (CONTINUED)
Sublet to Body Shop: This program may be sublet to a body/paint shop if required. Sublet
documentation must be retained. Submit on the same line as the repair.
o This sublet allowance may only be claimed by the dealerships which do NOT have
an in-house body shop.
- Program Code: 25P25
- Misc. Expense: FSAOSL
- Misc. Expense: Claim up to $150.00

 Copyright 2025 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 25P25
LABOR ALLOWANCES
Description
PASS - Inspect the antenna plate for the presence of film.
Only Claimed for SOLD Vehicles.
DOES NOT PASS – Inspect the antenna plate for the
presence of film, removes film, buffs/polishes antenna plate,
and wash vehicle.
Time allowed to submit photos.
If VOR is required and vehicle must be present in dealership
to complete repair:
1. Attach a photo of vehicle mileage.
2. Attach a photo of door tag showing VIN.
3. Attach a photo of the odometer.
4. Attach a photo of the antenna plate film.
If the vehicle is off road, then refer to EFC14236. VOR
escalation is required in DOW.

Labor Operation

Labor Time

25P25A

0.2 Hours

25P25B

0.6 Hours

25P25ZZ

0.2 Hours

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

 Copyright 2025 Ford Motor Company

Mobile Service Repair Assessment
Page 1
Customer Satisfaction Program 25P25
Certain 2024-2025 Model Year Mustang Mach-E Vehicles
Antenna Plate Film Removal
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming (MRA1)
- Light Mobile Service (MRA2)
- Enhanced Mobile Service (MRA3)
- Advanced Mobile Service (MRA4)
- Not a Mobile Service Repair (MRA5)
- Wheel and Tire Mobile Service (MRA6)
- Advanced Driver Assistance System (ADAS) Mobile Repair (MRA7)
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming (MRA1)
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service (MRA2)
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

 Copyright 2025 Ford Motor Company

Mobile Service Repair Assessment
Page 2
Customer Satisfaction Program 25P25
Certain 2024-2025 Model Year Mustang Mach-E Vehicles
Antenna Plate Film Removal
– Enhanced Mobile Service (MRA3)
A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•

•
•
•

– Advanced Mobile Service (MRA4)
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Not a Mobile Service Repair (MRA5)
1. Large component removal
2. BEV Battery Replacement
3. Requires a vehicle hoist – to complete the repair (more than inspection)
4. Required vehicle alignment
5. Requires significant vehicle disassembly
6. Repairs greater than 2-3 hours
7. Any repairs that require M-Time
8. Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle.
– Wheel and Tire Mobile Service (MRA6)
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Advanced Driver Assistance System (ADAS) Mobile Repair (MRA7)
• Requires the uses of a ADAS Mobile Service Kit.
• May require a post repair test drive.
o Parking Lot Maneuvers to capture parking lines for camera alignment.
o Steady speed cruising (45 MPH).
• The vehicle service location will have to be validated before scheduling an
appointment to determine if a mobile repair is appropriate.

 Copyright 2025 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 5
CUSTOMER SATISFACTION PROGRAM 25P25

CERTAIN 2024-2025 MODEL YEAR MUSTANG MACH-E VEHICLES — ANTENNA
PLATE FILM REMOVAL
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) 15936 for more

details.
NOTE: If the vehicle is an unsold unit, the film should have been previously removed as part of the
Mach-E Pre-Delivery Service Record, Step 6 Appearance - Remove Exterior Covers.
1. Inspect the antenna plate for the presence of film. See Figure 1.
For Sold Vehicles Continue to Step 3.
Unsold Vehicles
2. Vehicle was previously inspected during PDI, and there is still film residue present on the antenna
plate. See Figure 1.
Yes - Inspection does not pass. Proceed to Step 4.
No - This FSA is complete.

DOES NOT PASS

PASS

25382G

FIGURE 1

CPR © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2025

TECHNICAL INSTRUCTIONS
PAGE 2 OF 5
CUSTOMER SATISFACTION PROGRAM 25P25

3. Does the antenna plate film remove easily?
Yes - Passes Inspection. This FSA is complete.
No - Does not pass inspection. Continue to Step 4.
Ford has requested photo evidence prior to performing the repair for the FSA.
The Special Service Support Center (SSSC) must provide approval prior to performing the repair.
4. Contact the SSSC and upload the necessary photo(s) or copy of documentation(s) as an attachment
for review.
• Attach photo of the open Repair Order (RO).
• Attach photo of vehicle mileage.
• Attach photo of door tag showing the Vehicle Identification Number (VIN).
• Attach photo of odometer.
• Attach photo of antenna plate with film residue.
5. There are two ways to submit the requested items to SSSC.
a. Directly in the SSSC contact request form while submitting your contact on your desktop.
b. Via PTS Mobile under the Images/Files Upload menu selection. Select SSSC in the sub-menu
and ensure your P&A code is correct. Upload the item(s) by selecting the appropriate FSA with
the option to use a prior contact ID. The item(s) will be associated with your SSSC contact
during submission.
NOTE: If you have not submitted an SSSC contact yet, then you can still upload the item(s) via PTS
mobile, and the item(s) will be available when opening your SSSC contact for this VIN and recall.
6. SSSC will provide verbal approval via a web contact. Please open a Photo Review contact.
7. If SSSC provides approval, continue to Step 8.

CPR © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2025

TECHNICAL INSTRUCTIONS
PAGE 3 OF 5
CUSTOMER SATISFACTION PROGRAM 25P25

8. Spray the antenna plate with Isopropyl Alcohol and wipe with a paper towel. See Figure 2.

ANTENNA
PLATE

FRONT OF
VEHICLE

25382A

FIGURE 2
9. Using the Automotive Goo Gone, spray generous amounts over the antenna plate area. See Figure 3.

STUD FOR
MISSING NUT
STUD FOR
25382D NUT
MISSING

FIGURE 3

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PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2025

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TECHNICAL INSTRUCTIONS
PAGE 4 OF 5
CUSTOMER SATISFACTION PROGRAM 25P25

10. Using the orange plastic blade, scrape off the film residue by starting at one corner and working your
way around the antenna plate. Continue to spray the antenna plate with the Automotive Goo Gone as
necessary. See Figure 4.

ORANGE PLASTIC
BLADE

25382B

FIGURE 4
11. Using a shop vacuum, clean any remaining debris from off of the antenna plate.
12. Using Isopropyl alcohol and a clean paper towel, wipe the antenna plate clean and ensure that all film
residue has been removed.
13. Using a polisher and a fine polish, buff the antenna plate to remove any minor defects.
14. Spray the antenna plate with Isopropyl Alcohol and wipe clean with a paper towel.
15. Repeat steps 13 and 14 as necessary until the film residue or any marks left by the cleaning process
are eliminated.

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PLACE COPY HERE
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CPR © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2025

TECHNICAL INSTRUCTIONS
PAGE 5 OF 5
CUSTOMER SATISFACTION PROGRAM 25P25

16. Using a Q-tip, plastic trim tool covered with a clean rag, or similar tool, clean any remaining polishing
compound that may be present between the antenna and antenna plate, and between the antenna
plate and body. See figures 5 and 6.

25382E

FIGURE 5

FRONT OF
VEHICLE

STUD FOR
MISSING NUT
25382C

STUD FOR
FIGURE 6
MISSING NUT
17. Wash the vehicle, double checking for any remaining film residue, plastic debris, or polishing
STUD FOR
compound.
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2025 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
08/2025

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