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To enquire if your vehicle is included in the EA189 campaign, please type your vehicle registration Number into the Box below or please feel free to call us on our Diesel hotline on 1800-227243

Customer FAQ

What is Volkswagen Group’s Trust Building Measure?

With the Trust Building Measure, Volkswagen Group is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measures on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system. The Trust Building Measure will be available for a period of 24 months from when the vehicle receives the technical measures and only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented (whichever comes earlier).

Volkswagen Group has always said that implementing the technical measures has no adverse impact on fuel consumption figures, C02 emissions figures, engine output, torque, noise emissions, or durability of the engine and its components. All figures relevant to type approval for the vehicle will remain valid. The relevant regulatory authorities have expressly confirmed that the regulatory requirements are met. The confirmation also applies to the durability requirements for emission control systems. The Trust Building Measure has no bearing on this position.

With the Trust Building Measure, Volkswagen Group is sending a clear signal that the update has no negative effects on vehicle durability. This measure should serve to strengthen customer confidence in the technical measures and should encourage more customers to have their cars updated.

Further information about the terms and scope of the Trust Building Measure will soon be available to customers from all authorised dealers and workshops for their respective vehicle brand.

Which brands are offering the Trust Building Measure and which models are affected?

The Trust Building Measure applies to all Volkswagen, Audi, Seat, Volkswagen Group and Volkswagen Commercial Vehicles models with EA189 type diesel engines that have received the technical measures.

To whom does the Trust Building Measure apply?

The Trust Building Measure will be offered to all Volkswagen Group customers whose vehicles are fitted with an EA189 type diesel engine and who are having their vehicle updated as part of service 23R6 in the context of the diesel matter. It applies only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented. To be eligible, customers must present proof that all manufacturer-recommended service and maintenance work has been completed (i.e. this applies to vehicles with a full service history).

The Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measures, from the date they received it (provided that all other requirements for the Trust Building Measure are met). The Trust Building Measure is linked to the vehicle identification number and would extend to a new owner if the vehicle is sold within the 24-month period covered by the application criteria.

The Trust Building Measure applies worldwide with the exception of the United States, Canada and South Korea, which are subject to different regulations.

Which components are covered by the Trust Building Measure?

The Trust Building Measure covers a total of 11 components within the exhaust gas recirculation system, the fuel injection system and the emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, exhaust gas recirculation valve, exhaust gas recirculation pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines.

The Trust Building Measure has no bearing on Volkswagen Group’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The relevant regulatory authorities have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, C02 emissions figures, engine output, torque and noise emissions.

What are the conditions for the Trust Building Measure?

In addition to the conditions outlined above:

  1. The Trust Building Measure
    • can only be made to, assessed by and used with an authorised dealer,
    • applies to complaints only in relation to materials used and work performed on the following components of the EGR, fuel injection system and emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, EGR valve, EGR pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines,
    • does not cover replacement vehicles, out of pocket expenses, damages etc.
  2. provided that
    • the affected EA 189 vehicle has participated in the service action 23R6
    • the vehicle has been correctly serviced in accordance with the service schedules, updates and recalls as required by Volkswagen Group
  3. and provided that none of the following cases apply:
    • cases of natural wearing, i.e. impairment of vehicle by wear and tear,
    • the owner or a non authorised service partner or dealer has not repaired, serviced or cared for the vehicle (e.g. by using non genuine parts etc.),
    • instructions for operation, treatment and care of the vehicle as e.g. outlined in the instruction manual have not been met,
    • the vehicle has been damaged by third party instances or external conditions such as accident, thunderstorm / hail, flood etc. which has caused the issue complained of, any complaint regarding the particulate filter which is due to ash load,
    • parts have been built into the vehicle or the vehicle has been changed in an unauthorised way, e.g. through (chip) tuning,
    • the vehicle has been operated improperly, e.g. for motorsport competitions or in case of overload,
    • the vehicle holder has not notified a complaint within a reasonable time frame,
    • the vehicle holder has not given Volkswagen Group the opportunity to deal with the issue within a reasonable time frame

Does the Trust Building Measure also apply if my vehicle has already participated in the technical measure?

Yes. As above, the Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all other requirements for the Trust Building Measure are met).

If any customer has already incurred costs for relevant work performed on their vehicle, which they established to have arisen as a result of the implementation of the technical measure, [BRAND] will be pleased to investigate for you whether those costs will be covered by [BRAND].  Any requests for such cost coverage must be made to an authorised [BRAND] service partner within the same country as the work was conducted before 31 December 2017.

How is the implementation of the technical measures being organised?

The affected vehicle owners will be made aware in a first letter that a campaign measure is scheduled for their car. The customers will also be asked to await further written information before they actively make contact with Volkswagen Group partner. In a second letter, Volkswagen Group will ask the affected customers in good time to make an appointment with a partner of their choice for implementation of the technical solutions.

The plan is that all affected vehicles will be called into Volkswagen Group partners in several waves for the technical solutions to be implemented. The technical measures have been implemented on the affected 2.0-litre, 1.2-litre and some 1.6-litre engines since the last quarter of 2016.

Will possible technical measures also affect the CO2 levels, performance and consumption figures of my vehicle?

With the implementation of the technical measures in the vehicles, it is our goal that neither the fuel consumption figures nor the performance data nor the CO2 emissions changes. We have achieved this goal for the vehicle clusters retrofitted up to now.

How can I as a customer be sure that the technical solution implemented in the course of the campaign, have no negative effects on the fuel consumption, CO2 emissions, engine performance, torque or vehicle acoustics?

The campaign ordered by the Federal Motor Transport Authority (KBA) is an official administrative process. Before giving approval for the technical solution, the KBA ensures through verification measurements that after the work has been carried out the vehicle will conform to the figures relevant to type approval and that no impairment will exist in respect of fuel consumption, CO2 emissions, engine performance, torque or vehicles acoustics. After it has been carried out, the customer may receive a certificate to this effect from the dealer that did the work.

Going forward, how will people who purchase used cars be able to identify whether the vehicle has already undergone the technical measures? Are such vehicles identified in any way?

Yes. A label in the spare wheel recess confirms that the technical measure has been carried out. This information is also archived in the electronic vehicle history accessible to every contract partner. The technical measure will also be entered manually in the service plan. The vehicles can also be check on www.campaigncheck.ie for completion.

Will customers have recourse against Volkswagen for possible damages?

Our current information indicates that there are no retroactive tax effects for our customers. As regards the technical measures for the modification, it is our goal that the vehicles’ CO2 levels, consumption levels, and performance do not change and so that there will be no tax consequences related to the NOx issue.

Why is it taking so long for Volkswagen to implement the technical measures for its customers?

Several brands, various markets and models, different engine variants (three displacements and various power ratings) and gearboxes (three manual gearboxes, three DSG types) and various model years must be considered. A total of more than 100 different vehicle concepts are affected. We will inform our customers in good time before the implementation of the technical measures starts on their vehicles.

When will Volkswagen be carrying out these measures?

In fourth quarter of 2015, Volkswagen subjected the planned technical solutions to an intensive test programme. Since the end of January 2016 the first vehicles have been updated to the new technical standard as part of the campaign and this will continue into 2017.

Why are customers in the U.S. receiving monetary compensation and for what purpose?

The relevant facts and complex legal issues that have played a role in coming to these agreements are materially different from those in Europe and other parts of the world.
Regulations governing nitrogen oxide (NOx) emissions limits for vehicles in the United States are much stricter than those in other parts of the world and the engine variants also differ significantly. This makes the development of technical solutions in the United States more challenging than in Europe and other parts of the world, where implementation of an approved program to modify TDI vehicles to comply fully with UN/ECE and European emissions standards has already begun by agreement with the relevant authorities.
In Europe, Volkswagen has been able to agree upon a timetable and action plan for the modification of the affected vehicles with the relevant authorities. The intention is that after the emissions modification, the vehicles will fully comply with emission standards. Implementation of these measures has already begun.

How is VW / the KBA ensuring that no disadvantages arise for the customer from the workshop fix?

The KBA has developed a multi-stage, extensive follow-up testing strategy, in which the affected vehicles to which the agreed solution has been applied are rigorously checked to ensure that they reach the targets set. This includes, for example, vehicle analyses being carried out by external, technical organisations, in which vehicles randomly selected from the field have to show proof of adherence to the pollutant emissions and fuel consumption neutrality.

In addition to these follow-up tests, for which the KBA is responsible, Volkswagen is naturally also carrying out intensive safeguarding programmes internally in order to ensure the high quality of the approach being taken. In concrete terms, this means, for example, that long-distance tests of many thousand kilometres are being conducted on the road in traffic to check fuel consumption.

Does this not indirectly confirm that customers were deliberately given false or inaccurate information?

The Volkswagen AG Board of Management takes the violations that have been discovered very seriously and deeply regrets that we have broken the trust of our customers and the general public. We are cooperating openly and fully with the relevant authorities to clarify the facts of the matter quickly and comprehensively.

Volkswagen has commissioned an external investigation into the matter which will also address the issue of responsibilities. This investigation has not yet been completed.

Where can I learn more about Car Emissions Testing?

You can find information from the ACEA here