Customer Satisfaction Program 24P36 - Gear Shift Module Update (24P36)

SUBJECT

Customer Satisfaction Program 24P36 

Certain 2025 Model Year Explorer vehicles

Gear Shift Module Update 

PROGRAM TERMS

This program will be in effect through February 28, 2026 for vehicles within the new bumper-to-bumper warranty coverage period.

URGENCY/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.

FSA VIN Lists are expected to be available on February 18, 2025.

AFFECTED VEHICLES

U.S. population of affected vehicles: 59,309. Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

On some of the affected vehicles, the Malfunction Indicator (wrench) light will illuminate in the instrument cluster due to a software error in the gear shift module.

SERVICE ACTION

Customer satisfaction P-type programs are to be performed on impacted vehicles already in for other service work (either mobile repair or in dealership). Dealers are to update the gear shift module software through FDRS. 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

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
• Customer satisfaction P-type programs are to be performed on impacted vehicles already in for other service work (either mobile repair or in dealership) and Remote Experience reimbursement for just this repair is not allowed.

OASIS ACTIVATION

OASIS will be activated on February 18, 2025.

FSA VIN LISTS ACTIVATION

FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com  on February 24, 2025.

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.

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.

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.
  • Ford vehicles - 3 years or 36,000 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.

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:24P36
    • Customer Concern Code (CCC): P50
    • Condition Code (CC): 42
    • Causal Part Number: 7P155, 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.
• 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 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 24P36MM 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

Gear Shift Module (GSM)- Technical Support Request (TSR) - Dealer Software Support Hotline (DSSH) 

• If you experience gear shift module (GSM) software programming errors, multiple programming failures, or GSM module replacement, and require assistance - submit a Technical Support Request (TSR) and request the following: 
• GSM programming assistance or GSM replacement from DSSH
  • A Repair Validation Code (RVC) is only required for GSM Module Replacement o RVC Codes are not required for additional labor hours.
  • Use labor operation code MT24P36RR 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.

PARTS RETENTION, RETURN, & SCRAPPING

In the event a module is replaced, 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.

SERVICE PROCEDURE