2.11.78.2, 2018-12-05 18:30:44

FAQ.

Trust Building Measure: Addition to brand websites

With the Trust Building Measure, Volkswagen 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 measure on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system. The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented (whichever comes earlier).

Volkswagen has always said that implementing the technical measure has no adverse impact on fuel consumption figures, CO2 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 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 Measures has no bearing on this position. 

With the Trust Building Measure, Volkswagen 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 measure and should encourage more customers to have their cars updated. 

Customers can soon receive detailed information about the terms and scope of the Trust Building Measure from all authorized dealers and workshops for their respective vehicle brand.

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

The Trust Building Measure will be offered to all Volkswagen customers whose vehicles are fitted with an EA189 type diesel engine and who are having their vehicle updated as part of service measure 23R7 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 measure, 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.

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’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The regulators have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, torque and noise emissions.

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 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 23R7
  • the vehicle has been correctly serviced in accordance with the service schedules, updates and recalls as required by Volkswagen

(3) and provided that none of the following cases apply:

  • cases of natural wearing, ie impairment of vehicle by wear and tear,
  • the owner or a non authorised service partner or dealer has not orderly repaired, serviced or cared 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,
  • 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,
  • vehicle has been operated improperly, eg for motorsport competitions or in case of overload,
  • vehicle holder has not notified a complaint within a reasonable time frame,
  • vehicle holder has not given Volkswagen the opportunity to deal with the issue within a reasonable time frame.

Diesel

No.  Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle. 

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition, this issue does not impact the fuel consumption or any other aspect of the affected vehicles’ performance during normal use.

If you have received a letter from Volkswagen UK advising that the technical measures are now available for your vehicle, you should contact your local or preferred Volkswagen Authorised Repairer or book online by using our online service booking tool at your earliest convenience.

Yes.

The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your car’s MOT will not be affected by the NOx emissions issue, whether your car receives the technical measures or not and there is no reason why your car insurance would be affected by this NOx emissions issue.  

 

Yes.

The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your car’s MOT will not be affected by the NOx emissions issue, whether your car receives the technical measures or not and there is no reason why your car insurance would be affected by this NOx emissions issue.  

 

Once the technical measures are ready to be implemented for your particular vehicle, Volkswagen will be in touch directly with further details. Volkswagen are working closely with our network of Volkswagen Authorised Repairers to ensure that they’re fully prepared to carry out this service action for you.

No, you will not be charged for the implementation of the technical measures.  

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.  

Volkswagen will do its utmost to minimise any inconvenience including, if required, keeping you mobile while the work is carried out. Volkswagen can do the work alongside any scheduled service event you may have (although we recommend that you book the service action as soon as you can once it is available for your vehicle). You will also be able to have the work done at any Volkswagen Authorised Repairer.

 

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.

No, our EU6 diesel engines are not affected by the NOx emissions issue.

No, the update cannot cause any damage to your vehicle.

Yes, all vehicles affected by the NOx emissions issue will have technical measures made available. 

EA189

Affected customers can be sure that the technical measures will be successfully implemented and will not have adverse effects on their vehicles‘ fuel consumption figures, CO2 emissions, engine power, maximum torque or noise emissions. This was a key precondition for approval of the technical measure by the authorities. However, if you experience a problem with your vehicle, please contact your next Volkswagen service partner or call the Diesel-Hotline at the +356 80049189.

Yes, you will receive a confirmation from the Volkswagen service partner after the technical measure has been successfully implemented. If you lose this confirmation or have not received it, please contact your Volkswagen service partner.

When a holder has the technical measures implemented in an affected vehicle, the customer decides independently. However, we note that in those countries where the relevant authorities have ordered the recall to the customers, they may be able to impose sanctions if the technical measures on an affected vehicle are not implemented within a certain period of time.
Nevertheless, we assume that you may temporarily use your vehicle in countries with a legally required recall (e.g. during a holiday or during transit).

In the engine controller of the vehicles with affected engines, a software function was used that recognized the driving curve of the official type test. Depending on the recognition of the driving curve the engine controller switches to 2 different modes: mode 1 with an optimum NOx level for testing conditions or mode 2 for optimum levels of particulate matter in use on the road.

You will have to register your car in that country. Normally the authorities will inform you that you need to get the update within a certain period of time. Please contact your Volkswagen service partner in your new home country.