Customer Satisfaction Program 12B32 - APIM Reprogram (12B32)

SUBJECT

DELIVERY HOLD - Customer Satisfaction Program 12B32 

Certain 2011-2012 Model Year Lincoln MKT and 2011 Model Year F250/350 Super Duty Vehicles built with a New Generation Navigation Radio

APIM Reprogram

PROGRAM TERMS

This program will be in effect through April 30, 2013. There is no mileage limit for this program.

AFFECTED VEHICLES

• Certain 2011-2012 model year Lincoln MKT vehicles equipped with a New Generation Navigation Radio (without optional Navigation) built at the Oakville Assembly Plant from January 5, 2011 through October 3, 2011.
• Certain 2011 model year F-250/350 Super Duty vehicles equipped with a New Generation Navigation Radio (with optional Navigation) built at the Kentucky Truck Plant from June 21, 2010 through October 19, 2010.

Affected vehicles are identified in OASIS. In addition, for a list of vehicles assigned to your dealership, visit https://web.fsavinlists.dealerconnection.com. This information will be available on April 2, 2012.

REASON FOR THIS PROGRAM

The SYNC® 911 Assist and Vehicle Health Report features, which are specified as standard features in the U.S. market, are not present on the affected vehicles. These features were not properly configured, and as a result, cannot be activated through the customer interface.

SERVICE ACTION

Before delivering any of the vehicles involved in this program, dealers are to reprogram the Accessory Protocol Interface Module (APIM) to activate the and features using the IDS. This service must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters are expected to be mailed the week of April 2, 2012. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

1. Attachment I: Administrative Information
2. Attachment II: Labor Allowances and Parts Ordering Information
3. Attachment III: Technical Information
4. Owner Notification Letter

QUESTIONS & ASSISTANCE

Special Service Support Center (Dealer Assistance Only) ... 1-800-325-5621

OASIS ACTIVATED?

Yes, OASIS will be activated on April 2, 2012.

FSA VIN LIST ACTIVATED?

Yes, FSA VIN list will be available through https://web.fsavinlists.dealerconnection.com on April 2, 2012. Owner names and addresses will be available by April 16, 2012.

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.

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.

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are eligible for this service action.

RELATED DAMAGE

If a related damage condition exists that you believe to be caused by the covered condition, call the Special Service Support Center to request approval prior to the repair of any related damage. Requests for approval after completion of the repair will not be granted. Ford Motor Company reserves the right to deny coverage for related damage in cases where the vehicle owner has not had this service action performed on a timely basis.

ADDITIONAL LABOR TIME

• If a condition exists that requires additional labor to complete the repair, call the Special Service Support Center to request approval prior to performing any additional labor. Requests for approval after completion of the repair will not be granted.
• If you encounter aftermarket equipment or modifications to the vehicle which might prevent the repair of the covered condition, call the Special Service Support Center.

OWNER REFUNDS

Refunds are not authorized for this program.

RENTAL VEHICLES

The use of rental vehicles is not authorized for this program.

CLAIMS PREPARATION AND SUBMISSION

• Enter claims using Direct Warranty Entry (DWE).
• Refer to ACESII manual for claims preparation and submission information.
• Related damage must be claimed on a repair line that is separate from the repair line on which the FSA is claimed. Related damage requires prior approval from the Special Service Support Center.
• "MT" labor should be submitted on a separate repair line with the related damage flag checked. "MT" labor requires prior approval from the Special Service Support Center.
• PROGRAM TERMS: This program will be in effect through April 30, 2013. There is no mileage limit for this program.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

Parts are not required to complete this repair.

OVERVIEW

The SYNC "911 Assist"and "Vehicle Health Report"features, which are specified as standard features in the U.S. market, are not present on the affected vehicles. These features were not properly configured, and as a result, cannot be activated through the customer interface. Before delivering any of the vehicles involved in this program, dealers are to reprogram the Accessory Protocol Interface Module (APIM) to activate the "911 Assist"and "Vehicle Health Report"features using the IDS.

SERVICE PROCEDURE