Subject: EFC00864DC MyFord and MyLincoln Touch October Update BACKGROUND
In July, Technical Service Bulletins 11-7-24 and 11-7-29 were released, which communicated a software update for certain 2011 Ford Edge, Explorer, Lincoln MKX and 2012 Focus vehicles equipped with MyFord and MyLincoln Touch. This software update delivered the latest level of software and improved the performance of certain elements of the MyFord/MyLincoln Touch system. In fact, the gap in service satisfaction with MFT/MLT vs. non-MFT/MLT equipped vehicles has improved by 64% since January, 2011.
KEY POINTS
In an effort to deliver a consistent message to consumers, there are four important points to remember regarding MyFord or MyLincoln Touch system:
MyFord/MyLincoln Touch is cutting edge technology and provides the latest phone and music connectivity, featuring intuitive voice recognition, a touch screen and steering wheel controls. As such, Ford Motor Company is committed to continuously improving and enhancing the MyFord/MyLincoln Touch software to ensure customers receive the most out of its benefits and features.
As part of our commitment towards continuous improvement, Ford conducts rigorous internal testing as well as solicits feedback through market research clinics. Our engineering team routinely acts upon this information to further improve the system. Future software upgrades are expected to incorporate this feedback and deliver improvements in the areas of response speed, graphics and ease-of-use.
If a customer contacts your Dealership regarding a concern with their MyFord/MyLincoln Touch system, please use existing diagnostic tools and/or service procedures to ensure they have the latest software level (BM). Or, if they contact you indicating they attempted to download the software release themselves and experienced a problem, please perform the applicable TSB. Dealers will be reimbursed in accordance with the latest TSB claiming procedures.
If the customer has received the latest software and is still experiencing a concern with their MyFord/MyLincoln Touch system and you have exhausted all of your known resources, contact Ford’s In-Vehicle Technology team by calling 1-877-945-3648 (Dealerships). This dedicated resource is available to assist with personal one-on-one discussions regarding the operation of the system. Additionally, if necessary IVT agents have been instructed to escalate calls within the Customer Care Team in order to further address individual customer concerns.
ADDITIONAL RESOURCES POSTED TO SYNC CENTRAL
To better enable you to address customers’ questions and concerns, a MyFord Touch/MyLincoln Touch Performance Summary has been posted to SYNC Central. As a reminder, other support tools are available at SYNC Central include:
SYNC Programming Service Tips
MyFord Touch/MyLincoln Touch Software Updates – Process for Assisting Customers
MyFord Touch/MyLincoln Touch Software Updates – Tips for Redelivering to Customers