Customer Satisfaction Program 25B02 - A 2.3L Or 3.0L GTDI Engine - Powertrain Control Module (Pcm) Software Update (25B02)

SUBJECT

Customer Satisfaction Program 25B02 

Certain 2025 Model Year Aviator and Explorer Vehicles Equipped With a 2.3L or 3.0L GTDI Engine

Powertrain Control Module (PCM) Software Update

PROGRAM TERMS

This program will be in effect through March 31, 2026. There is no mileage limit for this program.

AFFECTED VEHICLES

US population of affected vehicles: 62,239. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

Some of the affected vehicles may exhibit an engine over-temperature warning displayed in the instrument panel and an illuminated Malfunction Indicator Lamp (MIL) with Diagnostic Trouble Code (DTC) P1299, P2C38 or P2C39, although the vehicle's cooling system and fan may be operating normally. In addition, the customer may experience reduced power, limited vehicle acceleration and limited top speed.

SERVICE ACTION

Dealers are to update the PCM software. 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.
  • 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 March 24, 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 Letters

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

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)
  • 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 March 18, 2025.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com  on March 18, 2025. Owner names and addresses will be available by April 11, 2025.

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

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:
  • Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
• 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.

LINCOLN PICK-UP & DELIVERY

• Owners of Lincoln vehicles within a 4 year/50,000-mile warranty have the option of requesting Pick-Up & Delivery service, from their dealership. For details, reference EFC15921, 2025 Lincoln Pick-Up & Delivery Program Announcement.
• For Lincoln vehicles outside of 4 years/50,000-mile warranty, refer to refer to EFC16075, Announcing the 2025 Remote Experience Program.
• Dealers NOT participating in the 2025 Remote Experience Program:
  • For Lincoln vehicles outside of 4 years/50,000-mile warranty, see labor claiming table below.

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.
  • Ford vehicles - 3 years or 36,000 miles
  • Lincoln vehicles - 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site before completing the repair.
• For vehicles outside new vehicle bumper-to-bumper warranty coverage:
  • Submit a Technical Support Request (TSR)  before replacing the PCM and request a Repair Validation Code (RVC) - only needed for module replacement.
  • Claiming the MT25B02RR labor operation code does not  require an RVC code, however clock times should be consistent with vehicle history on PTS.
  • It is not necessary to contact the SSSC  for additional approvals (this includes additional labor hours, module replacement, or related damage.

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.
  • When entering claims:
    • Claim type 31: Field Service Action
    • Sub Code: 25B02
    • Customer Concern Code (CCC): E29
    • Condition Code (CC): 04
    • Causal Part Number: 12A650, Quantity 0
  • 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.

CLAIMS PREPARATION AND SUBMISSION

• Lincoln Pick-Up & Delivery:  Claims for Lincoln Pick-Up & Delivery should be submitted on a separate line from the FSA. Refer to EFC15921, 2025 Lincoln Pick-Up & Delivery Program Announcement for details.
  • For Lincoln vehicles outside of 4 years/50,000-mile warranty, refer to refer to EFC16075, Announcing the 2025 Remote Experience Program.
  • Dealers NOT participating in the 2025 Remote Experience Program
    • For Lincoln vehicles outside of 4 years/50,000-mile warranty, see labor claiming table below.
• Ford Pick-Up & Delivery: 
  • Dealers participating in the Remote Experience Program:
    • Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
  • 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: 
  • Dealers participating in the 2025 Remote Experience Program -
    • Ford and Lincoln - Refer to EFC16075, Announcing the 2025 Remote Experience Program for additional details.
  • Dealers NOT participating in the 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 25B02MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Labor Allowances and Parts Ordering Information).

LABOR ALLOWANCES

Powertrain Control Module (PCM) - Technical Support Request (TSR) - Dealer Software Support Hotline (DSSH) 

• If you experience PCM software programming errors, multiple programming failures, or PCM module replacement, and require assistance - submit a Technical Support Request (TSR) and request the following: 
• PCM programming assistance or PCM replacement from DSSH
  • A Repair Validation Code (RVC) is only required for PCM Module Replacement
  • RVC Codes are not required for additional labor hours,
  • Use labor operation code MT25B02RR for additional labor hours required for programming failures,
  • Clock times should be consistent with vehicle history on PTS and may be requested for review.
• For this program it is NOT necessary to contact the SSSC for additional approvals, this includes the following: 
  • additional labor hours
  • module replacement
  • related damage

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE