Information on EA189 diesel engines

Check if your vehicle is affected.

Please enter your vehicle identification number (VIN)

Please observe: The check only determines whether your car belonging to the Volkswagen or Volkswagen Commercial Vehicle brand is affected by the technical NOx measure. Vehicles that were sold in the USA and Canada are not included in the inquiry. For more information, please contact our customer service.

What is a VIN?

The VIN is a clear vehicle identification number. You can find the 17-digit number in part I of the registration certificate, i.e. in your vehicle registration document, and in the lower area of your windscreen.

On the windscreen

In Part I of the Registration Certificate

Each individual customer is important to us

The diesel recall is about much more than just the engines. It’s about every single customer. That’s why we’ve already successfully modified hundreds of thousands of Volkswagen. But there’s more: We’ve been busy developing, testing and verifying. Following a series of strict tests, every one of the technical solutions that we have developed has been approved by the German Federal Office for Motor Traffic (KBA).

That means: We can now amend each and every affected diesel engine in Germany. All Volkswagen customers whose vehicles have not yet been modified shall receive information on this by post in the near future. We truly appreciate your patience and loyalty to our brand. In the future we will work round the clock to restore your faith in the Volkswagen brand. And we will only be 100% satisfied when our customers are once again 100% satisfied with Volkswagen.

Because each individual customer is important to us.

Questions and answers

This page contains questions and answers on current developments at Volkswagen. This information is updated regularly. It relates exclusively to the ongoing examination of inaccurate CO₂ values in particular vehicle models and the technical NOx measure.

FAQ on NOx

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 covers a total of eleven components within the exhaust gas recirculation system, the fuel injection system and the 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.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).It also extends to all customers whose eligible vehicles have already been updated.

The Trust Building Measure has no bearing on Volkswagen position that the technical measures do not have any negative effects on the durability of the engine and the after treatment system. 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, maximum torque and noise emissions. 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.

Detailed information is available about the terms and conditions of the Trust Building Measure from all authorized dealers and workshops for their respective vehicle brand, as well as online. Of course all customers can also contact the responsible customer service contact by letter, e-mail or telephone.
It's true that the German Federal Office for Motor Traffic (KBA) has approved 100% of our advanced technical solutions. However, the necessary software still has to be provided in the right volumes for all brands and models. We anticipate that we will be able to provide the technical solutions for all affected models by the end of the current year, including within customer services. You shall then receive a letter on these matters.
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 Partner or call the Diesel-Hotline at the 0800 – 8655792436.
Volkswagen has agreed to buy back some 475,000 vehicles belonging to the Volkswagen and Audi brands / to take back leasing cars prematurely. A technical modification may also be carried out if the US authorities give their approval. Our customers in the USA are also eligible for a cash compensation if the requirements agreed upon are fulfilled. We believe that this is a reasonable solution. We are establishing a fund to finance this programme, into which we shall pay up to 10.033 billion US dollars. In addition, we shall pay 2.7 billion US dollars to compensate for the excessive nitrogen oxide emissions, and we will invest 2.0 billion US dollars in environmentally friendly zero-emissions vehicles.
In tackling the diesel issue, we are endeavouring to find quick and efficient solutions for all customers across all markets. The agreements reached thus far have been specially negotiated for the USA, where the authorities have not yet approved any measures for the modification of the vehicles. In Germany, we have already drawn up a time and action plan with the authorities – modification is already underway. The situation is thus not comparable with the situation in the USA.
The Trust Building Measure is a way for Volkswagen to tell its customers that it will deal with any grievances concerning the technical measure to be carried out on vehicles with EA189 diesel engines, as well as any grievances which relate to certain components of the engine and emission control system. In principle, this Trust Building Measure is valid for a period of 24 months following the execution of the technical measure and for vehicles with up to a total maximum mileage of 155,000 miles (250,000 km) at the point when a claim is made for the Trust Building Measure (depending on which criteria is relevant first).

Volkswagen has always stated that the implementation of the technical measure is not linked to any deteriorations regarding fuel consumption, CO₂ emissions, engine performance and torque, noise emissions or the durability of the engine and its components, and that all vehicle values relevant to type approval remain valid. The regulation authorities have expressly verified that the legal requirements have been met. This verification also applies for the requirements concerning the durability of the emission control system.

This is not affected in any way by the Trust Building Measure. In fact, the Trust Building Measure allows Volkswagen to give a clear signal that no negative impacts on the durability of the vehicle are associated with the update. The aim of this measure is to reinforce customer faith in the reliability of the technical measure and also to encourage customers to allow the technical measure to be carried out on their vehicles.

Detailed information on the conditions and scope of the Trust Building Measure shall soon be available to customers at all brand partner companies.
The Trust Building Measure applies for all Volkswagen customers whose vehicles are equipped with an EA189 diesel engine and who allow their vehicle to be updated within the scope of the 23R7 service campaign in the context of the diesel issue; however, this only applies to vehicles with a maximum total mileage of 155,000 miles (250,000 km) at the point when a claim is made for the Trust Building Measure and for customers who can verify that they have previously participated in all service and maintenance works recommended by the manufacturer (i.e. vehicles with a "full service history").

Of course, the Trust Building Measure applies retroactively for all vehicles which have participated in the technical measure in the past, from the date of execution of the technical measure (provided that all other requirements for the Trust Building Measure have been fulfilled). The Trust Building Measure is linked to the respective vehicle identification number and as such applies for the subsequent vehicle owner if the vehicle is sold at any point within the 24-month period.

The Trust Building Measure applies worldwide, excluding the US, Canadian and South Korean markets, as they are subject to different regulations.
The Trust Building Measure applies to a total of eleven components of the exhaust gas recirculation system, the fuel injection system and the exhaust gas treatment system: lambda probe, temperature sensor, exhaust gas recirculation switch valve, exhaust gas recirculation valve, differential pressure sensor, injector, high-pressure pump, (fuel) rail element, pressure control valve, pressure sensor, injector pipe.

The Trust Building Measure has no impact on the statement from Volkswagen that the technical measure shall result in no disadvantages for customers with regards to the durability of the engine and its components. The regulation authorities have confirmed that the technical measure fulfils all legal requirements and shall not cause any deteriorations regarding fuel consumption, CO₂ emissions, engine performance and torque, and noise emissions.
In addition to the requirements listed above:

(1) The Trust Building Measure…

… can only be requested from, and assessed and executed by, an authorised Service Partner.

… only applies for material and production defects in the following vehicle components: lambda probe, temperature sensor, exhaust gas recirculation switch valve, exhaust gas recirculation valve, differential pressure sensor, injector, high-pressure pump, (fuel) rail element, pressure control valve, pressure sensor, injector pipe.

… does not include the provision of Withment vehicles, reimbursement of expenses, damages etc.

(2) The Trust Building Measure requires that

… the EA189 vehicle concerned participated in the 23R7 service campaign,

… the vehicle underwent proper maintenance works in accordance with the service schedule, service updates and recalls stipulated by Volkswagen,

(3) and provided that none of the following applies:
Cases of natural wear-and-tear, i.e. damages to the vehicle and its components caused by normal wear.
The owner or a non-authorised Service Partner and/or dealership has not repaired, maintained or looked after the vehicle properly (e.g. by using components that have not been approved by the manufacturer).
The specifications concerning operation, treatment and care of the vehicle, e.g. from the operating manual, have not been observed.
The vehicle was damaged by a third party or external influences such as accidents, storms/hail, flooding etc. which gave rise to the subject matter of the grievance.
All grievances relating to the particulate filter that can be traced back to the ash load of the particulate filter.
Components have been installed in the vehicle that have not been approved by the manufacturer or the vehicle has been modified in a non-authorised manner, e.g. by (chip) tuning.
The vehicle has been used incorrectly, e.g. in motor sports competitions or by overloading the vehicle.
The vehicle owner did not report the grievance within a reasonable time period,
The vehicle owner has not given Volkswagen the opportunity to rectify the matter of the grievance within a reasonable time period.
Yes. The Trust Building Measure also applies retroactively for all vehicles which have participated in the technical measure in the past, from the date of execution of the technical measure (provided that all other requirements for the Trust Building Measure have been fulfilled).

If any services associated with the participation in the technical measure have incurred costs for you, Volkswagen will check whether the requirements for the Trust Building Measure apply in your case and whether the costs incurred will be borne by Volkswagen. Applications for the coverage of costs must be submitted by 31st December 2017 to an authorised Service Partner in the country in which the services were rendered.

FAQ on CO₂

The NEDC (New European Driving Cycle), a standardised driving cycle for Europe, according to which the approval measurements are taken, refers to a comparative value and thus to a benchmark for customers to evaluate different vehicles produced by different manufacturers and their consumption behaviour. In practice, the driving performance is generally quite different, meaning that the approval values and actual consumption values can only be compared to a certain extent. From 2017 onwards, the so-called WLTP shall be specified as an approval cycle, which uses higher speeds and higher accelerations. This means that the WLTP is more practice-oriented.

Contact us

Do you have any questions on the current situation at Volkswagen or the status of your vehicle? Our customer service will be happy to assist.

Please do not hesitate to send us an e-mail:
kundenbetreuung@volkswagen.de

You can contact our free hotline every day from 8.00 a.m. to 8.00 p.m.:
+49 800 86 55 79 24 36

Find your way to your nearest Volkswagen Partner:
Find your Volkswagen Partner

Your way to your nearest Volkswagen Commercial Vehicles Partner:
Find your Volkswagen Commercial Vehicles Partner

VW service employee and customer look at the wheel of a VW Golf GTD – Wheels and tyres

Owners and users

Information on EA189 diesel engines

Check if your vehicle is affected.

What is a VIN?

FAQ on NOx

What should a customer do when purchasing a used car that has not yet been updated with the software?

What rights do consumers have according to the Trust Building Measure (TBM)?

How will customers with affected vehicles, in the first instance, be contacted?

I am an owner of an affected vehicle and live in the EU27. I chose not to take part in the software implementation measure. Am I allowed to continue to drive in Germany (for example upon holiday)?

I am an owner of an affected vehicle and live in the EU28. I chose not to take part in the software implementation measure. What happens if I move permanently to a country where the technical measure is mandatory and I want to take my car with me?

Why is it being communicated that the Federal Office for Motor Traffic has approved 100% of the technical solutions but I have not yet received a letter from Volkswagen?

My vehicle is affected – do I have to take it to the workshop?

Why does my car need a technical measure?

How can I arrange an appointment for the technical measure?

Will I receive a confirmation from the Volkswagen Partner after the technical measure has been implemented and what should I do if I ever lose it?

Who do I contact if my car shows a problem after the implementation of the technical measure?

My vehicle is affected – can I continue to use it?

My vehicle is affected – who will inform me about the next steps?

My vehicle is affected – will it incur any costs for me?

When will I receive further information?

What exactly happened on the dynamometer and how?

Which values – according to the authorities' observations – deviate from the approved values?

Are engines with the EU 6 emission standard also affected?

Are Volkswagen petrol engines also affected by the emissions issues?

How will future used car purchasers be able to tell whether the vehicle has already been amended? Is there a special label on the car?

Is it possible that the vehicle will be damaged by the implementation of the switch logic?

Can the modification be carried out by any Volkswagen Partner wide?

Is the modification free of charge?

Does the planned field campaign apply to all affected vehicles?

What exactly do the agreements with the US authorities entail?

What does the agreement with the US authorities mean for customers in Germany?

What does this Trust Building Measure from Volkswagen mean?

Which brands offer the Trust Building Measure and which models does it affect?

To whom does the Trust Building Measure apply?

Which components are covered by the Trust Building Measure?

What are the requirements for the Trust Building Measure?

Is the Trust Building Measure also applicable if my vehicle has already participated in the technical measure?

FAQ on CO2

What scale are we talking about with regards to the deviations of the specified CO2 values compared to the remeasured values?

What are the consequences for the customer?

Are any technical modifications or software updates to be expected on the affected models?

My vehicle consumes considerably more than the amount stated in the vehicle documents and catalogues. How do you explain this? Are the official test values just superfluous information?

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FAQ on CO₂

What scale are we talking about with regards to the deviations of the specified CO₂ values compared to the remeasured values?