Jon Morgan
Technical background
The vehicles are affected by the problem with diesel engines of the type EA 189. A technical solution
is currently not available. We are working intensively on a solution. As soon as it is available, the
repair instructions will be revised.
Remedy
A technical solution is currently not available. We are working intensively on a solution. As soon as it
is available, the repair instructions will be revised.
Customer notification
The owners of the vehicles affected in Germany will be notified directly by Volkswagen AG.
Export:
Inform your customers with affected vehicles in writing about the service measure.
Please observe the information of the importer.
Warranty accounting instructions
Open
Genuine parts
Open
Parts supply
Open
Parts despatch control
Open
Sample letter
Notification of affected customers
Recall diesel exhaust gas EA189
Your Volkswagen with the vehicle identification number
Service No.: 23Q2
Dear
We would like to inform you that the diesel engine EA189 fitted in your vehicle is affected by a
software that optimises the nitrogen oxide values (NOx) in the test stand procedure (NEDC). First and
Rόckrufaktion 23Q2 Transaction No.: 2042050/7
Recall campaign for diesel exhaust gas EA189 Release date: 16-Oct-2015
Notes Repair instructions
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foremost, we would like to inform you that your vehicle is safe and serviceable.
We deeply regret that we disappointed your trust. We are taking care of your concern in connection
with the complete elimination of the above irregularities.
We are working intensely on a technical solution. Volkswagen will, of course, cover the cost of all
necessary measures, and do everything in its power to win back your trust.
Volkswagen will approach you as soon as possible to inform you about via the necessary measures.
If you have not been contacted by a Volkswagen retailer, please get in touch with our Customer Care.
We will keep you informed, because your trust is our most important asset!
Best wishes
Questions and answers
The vehicle does not have any functional or safety related issue.
The American emission agencies (EPA and CARB) detected implausible vehicle emission during on
road testing in comparison to bench tests at Volkswagen vehicles.
Incorrect exhaust gas values are measured in test mode due to the engine control unit software.
The vehicle does not have any functional or safety related issue.
Software has been used which optimises the nitrogen oxides emissions during emissions tests.
No.
Only Volkswagen/ Commercial vehicles with the 3 or 4 cylinder diesel engine (EA 189) manufactured
from 2008 are affected.
If asked: Approximately 6.3 million vehicles are affected worldwide (some 1.6 million vehicles in
Germany).
Engines of the type 189 are 3 or 4 cylinder diesel engines, which have a capacity of 1.2 l, 1.6 l or 2.0
l.
The vehicle identification number is the only certain way to identify the vehicles.
A query form is available on the Volkswagen home page of your market.
Assistance is also available from Customer Care.
We are working intensively on the technical measures. For the majority of vehicles, a software update
will likely be sufficient.
Which fault/damage do the affected vehicles have?
What is the cause of the fault?
What effect does this situation have?
Is the safety of the vehicle impaired?
Which vehicles are affected by fault/damage?
What does the designation EA 189 stand for?
How can I tell if my vehicle is affected?
What precisely does the repair involve?
Page 2 of 4
We are working intensively on the technical measures. Our goal is to avoid any changes in the
vehicle's performance.
Yes, you can continue to drive the car without restrictions.
Yes, you can drive the car as usual without restrictions if it has been registered.
At the moment yes, however talks with the national licensing authorities are currently underway.
Yes, our current understanding is that there are no restrictions in this regard.
No, after the vehicle has been modified it will fully comply with the requirements.
The American emission agencies (EPA and CARB) detected implausible vehicle emission during on
road testing in comparison to bench tests at Volkswagen vehicles.
The media coverage has caused some uncertainty among customers.
No.
No.
No.
At the moment we are not aware about any effect on residual vehicle values, we assume that there
will be no effect. After the vehicle has been modified, it will fully comply with the requirements.
To our current knowledge: No. The emission taxes are connected to the carbon footprint (CO2
emission) and will not be increased. However, the situation will be discussed with the homologation
authorities.
Yes, the engine is still fitted in some models in markets outside Europe.
No.
Will there be performance or consumption restrictions after the modification?
Can I use the vehicle till it is checked/repaired?
I have a new car; is it okay to use it?
Can I register a vehicle that has not been registered previously?
Am I allowed to drive my car in low-emission zones (green disc) within cities in Germany?
Do I have the right to compensation or to sell my car back?
How did VW discover the error?
Have there been customer complaints?
Have there been any cases of personal injury?
Is there a danger for the consumers?
Can the driver recognise the fault?
Will this affect the residual value of the car?
Will there be effects in terms of taxes?
Is the engine still in current production, and if so, where?
Does the Mobility Guarantee apply?
Page 3 of 4
Yes, all Volkswagen retailers in Europe have been informed.
No, Volkswagen is working intensely on a solution and will contact you when your vehicle can be
repaired.
Yes, Volkswagen AG will bear the costs.
We currently estimate that the modification will take no more than 1-2 hours.
No.
Yes, no restrictions apply.
Technical background
The vehicles are affected by the problem with diesel engines of the type EA 189. A technical solution
is currently not available. We are working intensively on a solution. As soon as it is available, the
repair instructions will be revised.
Check
Genuine parts
Open
Work
Identification
Can I have the repair carried out by an authorised Volkswagen retailer anywhere in the world?
Is it necessary to make an appointment at the workshop?
Is the modification free of charge?
How long does the modification take?
Are petrol engines affected?
Is OK to sell my used car (with EA189 engine)?
Repair instructions Notes
Repair instructions Notes
Page 4 of 4
Message Thread | This response ↓ VW Diesel Vehicles # - Peter Warman September 22, 2015, 8:08 am
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