ESA-24V3

SB-10043524-5835
VOLKSWAGEN DEALERSHIP COMMUNICATION
Date:
February 2012
To:
Dealer Principal, Sales Manager, Service Manager, Parts Manager and Warranty Administrator
Subject: Emissions Service Action 24V3 (Was UPDATE 24V3)
2011 MY Volkswagen Routan – PCM Programming
IMPORTANT NOTICE TO DEALERS - FOR IMMEDIATE DISTRIBUTION
Emissions Service Action 24V3 (Was UPDATE 24V3)
PCM Programming
Effective immediately, UPDATE 24V3 for 2011 Routan PCM programming has become Emissions Service Action
24V3 as follows:
Problem Description: In some vehicles, the software within the powertrain control module (PCM) can, over time,
cause the oxygen sensor heater sense resistor circuit to fail. If this happens, the Malfunction Indicator Light (MIL)
will come on. This issue does not cause any vehicle drivability concerns.
Corrective Action: Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already
illuminated due to this issue (two or more of the following DTCs active/stored as a pair for circuit high: P0032,
P0038, P0052, P0058 OR two or more of the following DTCs active/stored as a pair for circuit low: P0031, P0037,
P0051, P0057), dealers will replace the PCM. This work will be done for customers free of charge.
What should dealers do?
Affected inventory vehicles will appear on dealer VIM reports with the code 24V3. Dealers should check their VIM
report to see if they have any in-stock vehicles affected by this action, and ensure that the work is completed prior
to the sale or lease of the vehicle. Additionally, when scheduling customers, please ensure they are reminded to
bring all vehicle keys with them to their service appointment.
Requirements for Emissions Campaigns Having Customer Notification (California ONLY)
The California Air Resources Board and the Department of Motor Vehicles (DMV) require emissions-related
campaigns to be completed prior to vehicle registration renewal. When campaign work is done you must provide
the owner with a signed “Vehicle Emission Recall – Proof of Correction” certificate (RC EMIS_CAL VW).
Certificates can be ordered at no cost can be ordered at no cost online via the Compliance Label Ordering portal at
www.vwhub.com.
Parts Allocation: Because the anticipated replacement rate for the PCM is extremely low (less than 1%), there will
be no parts allocation for this action.
Customer Mailing: Customer notification will take place on or about February 7, 2012.
Code Visibility Date: Because this action was previously an UPDATE, the 24V3 code is already visible on
affected vehicles. In ElsaWeb, dealers will see the description change from UPDATE to SERV_ACT. This change
will take place on or about February 7, 2012. A new circular with the repair procedure will be available in both
ElsaWeb and in ServiceNet on that date as well.
Page 1 of 2
24V3 2/2012
Allocation List Release Date: Allocation lists will be available under My Dealership Reports on the VW Hub prior
to customer notification.
Thank you for your assistance in this important matter. If you have any questions or require additional assistance,
please contact Warranty. As always, any press inquiries should be directed to Volkswagen Public Relations.
Volkswagen Product Compliance
Page 2 of 2
24V3 2/2012
Frequently Asked Questions (FAQ)
Emissions Service Action 24V3
SUMMARY






Campaign Code: 24V3
Launch Date: February 7, 2012
Code Visibility Date: Currently visible
Customer Notification Date: February 7, 2012
Circular Release Date: February 7, 2012
Allocation List Release Date: February 7, 2012
 Affected Vehicles:
United States: 2011 MY Volkswagen Routan
Canada: 2011 MY Volkswagen Routan
Number of Vehicles Affected:
USA: approximately 8,000
Canada : approximately 500
Problem Description: In some vehicles, the software within the powertrain control module (PCM) can, over
time, cause the oxygen sensor heater sense resistor circuit to fail. If this happens, the Malfunction Indicator Light
(MIL) will come on. This issue does not cause any vehicle drivability concerns.
Corrective Action: Dealers will reprogram the PCM with updated software. On vehicles where the MIL is
already illuminated due to this issue (two or more of the following DTCs active/stored as a pair for circuit high:
P0032, P0038, P0052, P0058 OR two or more of the following DTCs active/stored as a pair for circuit low:
P0031, P0037, P0051, P0057), dealers will replace the PCM. This work will be done for customers free of
charge.
How is this action similar to vehicle UPDATE 24V3?
This action is identical to vehicle UPDATE 24V3. The UPDATE has been changed into an emissions service
action. Vehicles repaired under UPDATE 24V3 do not require any additional work.
Can the vehicle be driven until it is repaired?
Yes, affected vehicles can continue to be driven as usual. As always, if the Malfunction Indicator Light
comes on, customers should contact an authorized Volkswagen dealer to have the vehicle
inspected/repaired.
Is a loaner vehicle being covered under this action?
No. Customers requiring a loaner vehicle should be covered under the existing alternative transportation
program.
Is towing being covered under this action?
No. Dealers with customers needing a vehicle towed should contact their FOM for approval if the vehicle is
outside the Roadside coverage parameters.
IMPORTANT!
This FAQ is intended to provide supplementary information regarding this action. For additional information, please refer to the campaign circular posted on ElsaWeb and ServiceNet. To
ensure that ALL of your personnel are aware of this action before receiving questions from any customer, please share this information with ALL personnel who have campaign-related
responsibilities, including service writers, technicians, parts employees, warranty administrators, etc.
Page 1 of 2
24V3
What is the customer notification plan?
Customer notification is anticipated to take place in February 2012. Additionally, when scheduling customers,
please ensure they are reminded to bring all vehicle keys with them to their service appointment
When will the repair instructions become available?
On or about February 7, 2012 the repair instructions will appear as an emissions service action in ElsaWeb and
ServiceNet.
What should dealers do if they have any affected vehicles in inventory?
Dealers can use their VIM report to identify any affected vehicles that may be in their inventory. Dealers should
ensure that this action has been performed on inventory vehicles prior to their sale or lease.
If a customer incurred out-of-pocket for expenses directly relating to this issue, can they apply for
reimbursement under this campaign?
In the event that a customer incurred out-of-pocket expenses directly related to this campaign, they can apply for
reimbursement. Customers should refer to the reimbursement instructions enclosed with their campaign
notification letter, or they can contact Volkswagen Customer CARE directly for reimbursement instructions.
Who should dealers contact if they have additional questions?
Dealers with additional questions about this or any other campaign should contact Warranty. Press inquiries
should be directed to Volkswagen Public Relations.
Requirements for emissions campaigns having customer notification (CALIFORNIA ONLY)
The California Air Resources Board and the Department of Motor Vehicles (DMV) require emissions-related
campaigns to be completed prior to vehicle registration renewal. When campaign work is done you must provide
the owner with a signed “Vehicle Emission Recall – Proof of Correction” certificate (RC EMIS_CAL VW).
Certificates can be ordered at no cost can be ordered at no cost online via the Compliance Label Ordering portal at
www.vwhub.com.
IMPORTANT!
This FAQ is intended to provide supplementary information regarding this action. For additional information, please refer to the campaign circular posted on ElsaWeb and ServiceNet. To
ensure that ALL of your personnel are aware of this action before receiving questions from any customer, please share this information with ALL personnel who have campaign-related
responsibilities, including service writers, technicians, parts employees, warranty administrators, etc.
Page 2 of 2
24V3
IMPORTANT INFORMATION
Please inform and provide a copy of this document to every person in your dealership with campaign-related responsibilities,
including Service, Parts and Accounting personnel. By law, dealers must correct, prior to delivery for sale or lease, any vehicle that
fails to comply with an applicable Federal Motor Vehicle Safety Standard or that contains a defect relating to motor vehicle safety.
If you have questions regarding this or any other campaign, please contact Warranty.
Emissions Service Action
Code: 24V3
Subject: 2011 Model Year Routan
PCM Programming
February 7, 2012
Effective immediately, UPDATE 24V3 for 2011 Routan
PCM programming has become Service Action 24V3.
Problem Description
In some vehicles, the software within the powertrain control
module (PCM) can, over time, cause the oxygen sensor
heater sense resistor circuit to fail. If this happens, the
Malfunction Indicator Light (MIL) will come on. This issue
does not cause any vehicle drivability concerns.
Corrective Action
Dealers will reprogram the PCM with updated software. On
vehicles where the MIL is already illuminated due to this
issue (two or more of the following DTCs active/stored as a
pair for circuit high: P0032, P0038, P0052, P0058 OR two
or more of the following DTCs active/stored as a pair for
circuit low: P0031, P0037, P0051, P0057), dealers will
replace the PCM.
VIN Ranges & Production Dates
NOTE:
•
•
•
•
ElsaWeb is the only valid campaign inquiry/verification source.
Check ElsaWeb on the day the campaign work will be performed to
verify vehicle eligibility for the repair in order to receive claim
payment consideration. Campaign status must show “open”.
If this repair appears to have already been performed on the
vehicle but the code still shows open in ElsaWeb, contact Warranty
before proceeding further. Another dealer may have recently
performed this repair but not yet entered a claim for it in the
system.
ElsaWeb may also show additional open action(s); if so, inform
your customer - this work can be done while the vehicle is in for
this campaign.
Contact Warranty if you have any questions.
U.S.A.
2011 Routan
2V4RW_DG_BR621789 - 2V4RW_DG_BR806335
Production date: February 23, 2011 – July 07, 2011
Canada
2011 Routan
2V4RW_DG_BR621665 - 2V4RW_DG_BR786669
Production date: January 27, 2011 – June 28, 2011
NOTE: The VIN range is a general range of vehicles that may be
included in the Campaign. Not every vehicle within the VIN range may
be included since it may depend on the production date, transmission or
engine build date. Always verify ElsaWeb for campaign eligibility on a
vehicle.
Allocation Report of Affected Vehicles
• Affected inventory vehicles will appear on dealer VIM
reports with the code 24V3. Dealers should check their
VIM report to see if they have any in-stock vehicles
affected by this action and ensure that the work is
completed prior to the sale or lease of the vehicle.
• Allocation lists of customer vehicles will be available
under My Dealership Reports on the VW Hub on or
about February 7, 2012, prior to customer notification.
Parts Information and Allocation
Because the anticipated replacement rate for the PCM is
extremely low, there will be no parts allocation for this
action.
Owner Notification Mailing
Customer notification is anticipated to take place on or
about February 7, 2012.
Requirements for Emissions Campaigns Having
Customer Notification (California ONLY)
The California Air Resources Board and the Department of
Motor Vehicles (DMV) require emissions-related
campaigns to be completed prior to vehicle registration
renewal. When campaign work is done you must
provide the owner with a signed “Vehicle Emission
Recall – Proof of Correction” certificate (RC
EMIS_CAL VW). Certificates can be ordered at no cost
can be ordered at no cost online via the Compliance Label
Ordering portal at www.vwhub.com.
NOTE: Ensure owners are aware of the importance of retaining the
completed certificate for their records. It should be mailed to the California
DMV only upon request.
Campaign Completion Labeling Guidelines
Vehicles repaired under this action must be identified with
a campaign completion label (part number CAMP 010
000). Labels can be ordered at no cost online via the
Compliance Label Ordering portal at www.vwhub.com.
Claim Entry Procedure
Immediately upon completion of the repair work, enter the
Applicable Criteria ID and Repair Operation from the
following chart. The Applicable Criteria ID is shown in
ElsaWeb. Claims will only be paid for vehicles that show
this campaign open in ElsaWeb on the day of the repair.
To help ensure prompt and proper payment, attach the
screen print to the repair order. See Claiming
Instructions on next page.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada All Rights Reserved.
February 2012
24V3/2B Page 1 of 19
Saga Claim Entry Procedure
Check ElsaWeb to determine if this campaign is open.
Service No.:
Damage Code:
HST Number:
24V3
0099
CWM2027508
An HST number is required for Routan actions.
Parts Manufacturer
Removed part: Use vendor code USM
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria 01 – Check software level; perform software update
Repair operation:
2470 25 99
40 T.U.
-ORCriteria 01 – Replace PCM; perform software update
Repair operation:
Quantity
1
2470 19 99
70 T.U.
Part Number
Part Description
7B0 906 032 EX RMN
Powertrain Control Module (PCM)
There is NO reimbursement for Vehicle Wash or Loaner
If customer refused repairs
Fax the Repair Order to the warranty team at (248) 754-6533 (U.S.) and (905) 428-4811 (CAN). Provide
the VIN, applicable Service Number, Customer information, Dealer number and date.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 2 of 19
Customer Letter Example (United States – EXCEPT CALIFORNIA)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL)
in their vehicle has illuminated. After researching the issue, we found this to be caused by a software issue with the
powertrain control module (PCM). Our records show that your vehicle was built within the production date range of vehicles
that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater
sense resistor circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause
any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue
(two or more of the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of
the following DTCs active/stored as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This
work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory
specifications with aftermarket components and/or software, work needed to repair, replace, or return the PCM to
original factory specifications is NOT covered under this action.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about
one hour, and will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the
preparation of the repair, as well as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information
immediately via first-class mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to
request reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time, please
call or write to:
Volkswagen of America, Inc.
Attn: Customer CARE Center (24V3/2B)
3800 Hamlin Road
Auburn Hills, MI 48326
1-800-893-5298
We also invite you to visit our website at www.vw.com, where you can check to see if this or any other action may be open
on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your continued
satisfaction with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 3 of 19
Customer Letter Example (CALIFORNIA ONLY)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL) in their vehicle
has illuminated. After researching the issue, we found this to be caused by a software issue with the powertrain control module (PCM). Our
records show that your vehicle was built within the production date range of vehicles that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater sense resistor
circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue (two or more of
the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of the following DTCs active/stored
as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory specifications
with aftermarket components and/or software, work needed to repair, replace, or return the PCM to original factory specifications
is NOT covered under this action.
IMPORTANT INFORMATION FOR CALIFORNIA VEHICLE OWNERS
California Regulations
California regulations require that this campaign be completed prior to the time that you renew your vehicle registration. Therefore, please
make sure that this campaign is completed prior to the renewal of your vehicle registration, and that you furnish proof of completion to
the Department of Motor Vehicles (DMV) in the form of a copy of the dealer’s repair order, including a signed “Proof of Correction” certificate.
You obtain this from your dealer after the campaign has been completed. Please retain the signed “Proof of Correction” certificate with your
vehicle records. DO NOT MAIL THIS FORM to the DMV, unless requested.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about one hour, and
will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the preparation of the repair, as well
as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information immediately via firstclass mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to request
reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time, please call or write to:
Volkswagen of America, Inc.
Attn: Customer CARE Center (24V3/2B)
3800 Hamlin Road
Auburn Hills, MI 48326
1-800-893-5298
We also invite you to visit our website at www.vw.com, where you can check to see if this or any other action may be open on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your continued satisfaction
with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 4 of 19
Customer Letter Example (Canada)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL)
in their vehicle has illuminated. After researching the issue, we found this to be caused by a software issue with the
powertrain control module (PCM). Our records show that your vehicle was built within the production date range of vehicles
that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater
sense resistor circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause
any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue
(two or more of the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of
the following DTCs active/stored as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This
work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory
specifications with aftermarket components and/or software, work needed to repair, replace, or return the PCM to
original factory specifications is NOT covered under this action.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about
one hour, and will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the
preparation of the repair, as well as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information
immediately via first-class mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to
request reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time,
please call or write to:
Volkswagen Canada
Attn: Customer CARE Center (24V3/2B)
PO Box 842, Stn. A
Windsor, ON N9A 6P2
1-800-893-5298
We also invite you to visit our website at www.vw.ca, where you can check to see if this or any other action may be open
on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your
continued satisfaction with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 5 of 19
Campaign Work Procedure
24V3 Emissions Service Action
If there are questions regarding the work procedure:
• U.S. dealers, contact Warranty
• Canadian dealers, open an VTA ticket using concern group “Compliance_Recall Assistance(C)”
IMPORTANT!
Please note that if the PCM in an affected vehicle has been “chipped,” “tuned,” or otherwise modified from
original factory specifications with aftermarket components and/or software, repairs needed to repair, replace,
or return the PCM to original factory specifications are NOT covered under this action.
Required Parts:
Quantity
1
(If needed)
Part Number
Part Description
7B0 906 032 EX RMN
Powertrain Control Module (PCM)
Special Tools:
⇐ Star Mobile Diagnostic Tool
Tip: Make sure StarMobile diagnostic
device has a minimum software
level of 10.04.08.
Work Procedure:
Section A – Check for Previous Repair
•
Enter the VIN in ElsaWeb and
proceed to the “Campaign/Action”
screen
Tip: On the date of repair, print
this screen and keep a copy
with the repair order
⇐ Ensure that the Status is “Open”

⇐ Note the Applicable Criteria ID
 for use in determining the
correct work to be done and
corresponding parts associated
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 6 of 19
Section B – Checking DTCs
Note: This campaign is designed to be
performed on a normally
operating vehicle system or a
system containing specified
DTCs. If DTCs outside of the
ones specified in this campaign
exist, record and address those
DTCs prior to beginning this
campaign. This campaign does
not cover diagnosis or repair of
DTCs or other issues outside of
those outlined in this campaign.
Tip: Make sure StarMobile diagnostic
device has a minimum software
level of 10.04.08.
•
Connect the StarMobile diagnostic
device to the vehicle
⇐ With the StarMobile diagnostic
application, Select “System View”

⇐ Select “All DTCs” 
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 7 of 19
⇐ Check and record DTCs 
•
•
•
•
P0032 – O2 Sensor 1/1 Heater Circuit
High
P0038 – O2 Sensor 1/2 Heater Circuit
High
P0052 – O2 Sensor 2/1 Heater Circuit
High
P0058 – O2 Sensor 2/2 Heater Circuit
High
-OR•
•
•
•
P0031 – O2 Sensor 1/1 Heater Circuit
Low
P0037 – O2 Sensor 1/2 Heater Circuit
Low
P0051 – O2 Sensor 2/1 Heater Circuit
Low
P0057 – O2 Sensor 2/2 Heater Circuit
Low
⇐ Compare active/stored DTCs from
vehicle with list 
⇐ If 2 or more Circuit High DTCs from
the list  appear as active or
stored as a pair, go to Section C to
replace the PCM
-OR⇐ If 2 or more Circuit Low DTCs from
the list  appear as active or
stored as a pair, go to Section C to
replace the PCM
-OR⇐ If DTCs as stated above do not meet
the requirements for PCM
replacement, go to Section D to
Reprogram the PCM
Section C – (If Necessary) Replacing the
PCM
Note: Follow the steps in Section B
for stored DTCs to determine if
the PCM needs to be replaced
Note: Ensure that all of the customer’s
keys are present prior to
replacing the PCM
•
Open hood
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 8 of 19
⇐ Disconnect the negative battery cable
 and isolate from the battery
negative post
•
Raise and suitably support the
vehicle
⇐ Remove the push pin retainers <1>
securing the liner <2> to the body
⇐ Remove the screws <2> securing the
liner <1> to the fender
⇐ Remove the wheelhouse liner <1>
from the vehicle
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 9 of 19
⇐ Disconnect the wiring harness
electrical connectors <2> from the
Powertrain Control Module (PCM)
<3>
⇐ Remove the PCM bolts <1> and PCM
<3> from the bracket <4>
⇐ Install the new PCM <3> part number
7B0 906 032 EX RMN
⇐ Reinstall bolts <1> to the bracket <4>
and torque bolts to 4.5Nm
⇐ Reconnect the electrical connectors
<2> to the PCM <3>
⇐ Place the wheelhouse liner <1> into
position on the vehicle
⇐ Install the screws <2> securing the
wheelhouse liner <1> to the fender
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 10 of 19
⇐ Reinstall the push pin retainers <1>
securing the liner <2> to the body
•
Lower the vehicle
⇐ Reconnect the negative battery cable
 and torque to 5Nm
Continue to Section D
Section D – Programming the PCM
Note: If PCM was replaced, additional
steps in Section E are
necessary after PCM
programming.
•
Open hood
•
Install battery charger and verify that
the charging rate provides a
continuous charge of 13.2 – 13.5
volts
•
Connect the StarMobile to the vehicle
and turn the key to the “RUN”
position
•
Power on the StarMobile and launch
the StarMobile Desktop Client and
connect to the appropriate StarMobile
device
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 11 of 19
⇐ From the tool’s Home screen, Select
“ECU View” 
⇐ Select “PCM” 
⇐ Select “More Options”
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 12 of 19
⇐ Select “ECU Flash” 
⇐ Select “Browse for New File” 
Tip: If correct resident flash file
appears and matches part
number 68065365AG, “Update
Controller” may be selected at this
time.
⇐ If files are not stored locally, select
the appropriate radio button 
to “Download files from
DealerCONNECT”, then login when
prompted
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 13 of 19
⇐ If PCM was replaced, select the
appropriate radio button  to
“Enter information manually…”
⇐ If PCM was not replaced, select the
appropriate radio button  to
“Read information from connected
vehicle”
⇐ Select the appropriate radio button
 to “Search by part number”
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 14 of 19
⇐ Enter part number “68065365AG”
, then select “Next>”
⇐ Press “Finish” 
•
Highlight the available flash, then
select “Download to Client”
•
Once the download is complete,
select “Close” and then “Back”
⇐ Highlight the software, then select
“Update Controller”  and
follow on-screen instructions
•
•
When the PCM update is complete,
select “OK”
Verify that the part number at the top
of the Flash PCM screen has
updated to the new part number
Note: If the flash process is interrupted
or aborted, the flash should be
restarted
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 15 of 19
•
Clear any DTCs that may have been
set in other modules due to PCM
programming
•
Go to Misc. Function menu for the
PCM/ECU
⇐ Make the selection  to “Clear
the VLP 2-3 Shift Count in Open
Loop”, then select “Next>”
⇐ Make the selection  to “Clear
VLP Open Loop Output Tooth
Count”, then select “Next>”
•
If PCM was replaced, go to
Section E
•
If PCM was not replaced, continue
work procedure
⇐ From the Miscellaneous Function
screen, Highlight “Learn ETC”
, then select “Start” 
and follow on-screen instructions
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 16 of 19
⇐ From the Miscellaneous Functions
screen, Highlight “Quicklearn 62TE”
, then select “Start” 
and follow on-screen instructions
Note: If after completing the
Quicklearn function the screen
still shows “Please Wait…” and
the Finish button is not greyed
out, the Quicklearn function is
complete. Please click Finish to
complete the function process.
•
Remove tester and battery charger
from vehicle
Continue to Section F
Section E – PCM Replacement Continued
Perform the following additional Step-ByStep Instructions only if PCM was replaced:
Step 1 – Check PCM Odometer
• From the “Home” screen, select
“ECU View”
• Select “PCM”
• Select “Misc. Functions”
• Select “Check PCM odometer” and
follow the on-screen instructions
• When complete, select “Finish”
Step 2 – PCM Replaced
Note: The vehicle PIN will be required
to complete this routine.
Obtain the information from the
original selling invoice, owner’s
manual, or login to
DealerCONNECT > Parts >
Key Codes.
•
•
•
•
•
From the “Home” screen, select
“ECU View”
Select “WCM”
Select “Misc. Functions”
Select “PCM Replaced” and follow
the on-screen instructions
When complete, select “Finish”
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 17 of 19
Step 3 – Check PCM VIN
• From the “Home” screen, select
“ECU View”
• Select “PCM”
• Select “Misc. Functions”
• Select “Check PCM VIN” and follow
the on-screen instructions
• When complete, select “Finish”
Step 4 – Learn ETC
• From the “Home” screen, select
“ECU View”
• Select “PCM”
• Select “Misc. Functions”
• Select “Learn ETC” and follow the onscreen instructions
• When complete, select “Finish”
Step 5 – Quicklearn
• From the “Home” screen, select
“ECU View”
• Select “PCM”
• Select “Misc. Functions”
• Select “Quicklearn” and follow the onscreen instructions
• When complete, select “Finish”
Note: If after completing the
Quicklearn function the screen
still shows “Please Wait…” and
the Finish button is not greyed
out, the Quicklearn function is
complete. Please click Finish to
complete the function process.
•
Remove tester and battery charger
from vehicle
Continue to Section F
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 18 of 19
Section F – Campaign Completion Label and
Parts Return/Disposal
Campaign Completion
Install Campaign Completion Label
SAGA CODE:
⇐ Fill out and affix Campaign Completion label,
part number CAMP 010 000, next to the
vehicle emission control information label
DLR #:
REPAIR DATE:
CAMP 010 000
Tip: Ensure Campaign Completion label
does not cover any existing label(s)
•
Close hood
•
California only – Continue to Section G
Parts Return/Disposal
Properly destroy and dispose of removed parts in
accordance with all state/local requirements once
the parts are listed on the Parts Destruction and
Core Disposition report, unless otherwise
indicated and/or requested for return.
Section G – CALIFORNIA ONLY Requirements
for Emissions Campaigns Having
Customer Notification
The California Air Resources Board and the
Department of Motor Vehicles (DMV) require
emissions-related campaigns to be completed
prior to vehicle registration renewal.
When
campaign work is done you must provide the
owner with a signed “Vehicle Emission Recall
– Proof of Correction” certificate (RC
EMIS_CAL VW). Certificates can be ordered at
no cost can be ordered at no cost online via the
Compliance
Label
Ordering
portal
at
www.vwhub.com.
Tip: Ensure owners are aware of the
importance of retaining the completed
certificate for their records. It should be
mailed to the California DMV only upon
request.
ALL WORK IS COMPLETE
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 19 of 19
OWNER INFORMATION ABOUT CONTROL MODULE TUNING*
ACKNOWLEDGEMENT AND AUTHORIZATION FOR
REPROGRAMMING (REFLASHING) OF CONTROL MODULE(S)
*) “TUNING” is described as the addition of or modification of any component which causes a
Volkswagen vehicle to perform outside the normal parameters and specifications approved by
Volkswagen of America, Inc..
Date:
Dealer Number:
Vehicle Identification Number:
Repair Order Number:
Dealer stamp
I
, owner or driver of the above identified Volkswagen, confirm:
- “Tuning” as described above (especially power increasing modifications) has NOT been
performed on my vehicle.
- “Tuning” as described above has been performed on my vehicle and the following components
were modified or installed:
TUNING was performed by (Please provide Company name and telephone number, if you wish us
to contact them):
I understand that if my Control Module is determined to have been tuned, any damage caused by
the tuning of the Control Module (including adverse emissions consequences) will not be covered
by Volkswagen of America, Inc. warranties.
I am permitting an authorized Volkswagen Dealer to reflash (update) my Control Module, and by
doing so, I understand that this process will automatically overwrite (destroy) and permanently
delete any tuning program that was previously installed on the Control Module of my Volkswagen
vehicle.
By signing below, I fully acknowledge and understand that the tuning program will not be restored
and Volkswagen of America, Inc., will not be liable in any way for the loss of tuning data.
Signature of Customer
E 2011 Volkswagen of America, Inc. All rights reserved.
Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property
rights of Volkswagen of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any
means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

CSC-10043524-8449
Customer Letter Example (United States – EXCEPT CALIFORNIA)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL)
in their vehicle has illuminated. After researching the issue, we found this to be caused by a software issue with the
powertrain control module (PCM). Our records show that your vehicle was built within the production date range of vehicles
that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater
sense resistor circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause
any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue
(two or more of the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of
the following DTCs active/stored as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This
work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory
specifications with aftermarket components and/or software, work needed to repair, replace, or return the PCM to
original factory specifications is NOT covered under this action.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about
one hour, and will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the
preparation of the repair, as well as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information
immediately via first-class mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to
request reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time, please
call or write to:
Volkswagen of America, Inc.
Attn: Customer CARE Center (24V3/2B)
3800 Hamlin Road
Auburn Hills, MI 48326
1-800-893-5298
We also invite you to visit our website at www.vw.com, where you can check to see if this or any other action may be open
on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your continued
satisfaction with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 3 of 19
Customer Letter Example (CALIFORNIA ONLY)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL) in their vehicle
has illuminated. After researching the issue, we found this to be caused by a software issue with the powertrain control module (PCM). Our
records show that your vehicle was built within the production date range of vehicles that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater sense resistor
circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue (two or more of
the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of the following DTCs active/stored
as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory specifications
with aftermarket components and/or software, work needed to repair, replace, or return the PCM to original factory specifications
is NOT covered under this action.
IMPORTANT INFORMATION FOR CALIFORNIA VEHICLE OWNERS
California Regulations
California regulations require that this campaign be completed prior to the time that you renew your vehicle registration. Therefore, please
make sure that this campaign is completed prior to the renewal of your vehicle registration, and that you furnish proof of completion to
the Department of Motor Vehicles (DMV) in the form of a copy of the dealer’s repair order, including a signed “Proof of Correction” certificate.
You obtain this from your dealer after the campaign has been completed. Please retain the signed “Proof of Correction” certificate with your
vehicle records. DO NOT MAIL THIS FORM to the DMV, unless requested.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about one hour, and
will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the preparation of the repair, as well
as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information immediately via firstclass mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to request
reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time, please call or write to:
Volkswagen of America, Inc.
Attn: Customer CARE Center (24V3/2B)
3800 Hamlin Road
Auburn Hills, MI 48326
1-800-893-5298
We also invite you to visit our website at www.vw.com, where you can check to see if this or any other action may be open on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your continued satisfaction
with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 4 of 19
Customer Letter Example (Canada)




Vehicle Identification Number (VIN): 
Subject:
Emissions Service Action 24V3/2B
Powertrain Control Module (PCM) Programming
2011 Model Year Volkswagen Routan
Dear Volkswagen Owner:
Some customers with 2011 model year Volkswagen Routan vehicles have reported that the Malfunction Indicator Light (MIL)
in their vehicle has illuminated. After researching the issue, we found this to be caused by a software issue with the
powertrain control module (PCM). Our records show that your vehicle was built within the production date range of vehicles
that may experience this issue.
What Is The Problem?
In some vehicles, the software within the powertrain control module (PCM) can, over time, cause the oxygen sensor heater
sense resistor circuit to fail. If this happens, the Malfunction Indicator Light (MIL) will come on. This issue does not cause
any vehicle drivability concerns.
What Will Volkswagen Do?
Dealers will reprogram the PCM with updated software. On vehicles where the MIL is already illuminated due to this issue
(two or more of the following DTCs active/stored as a pair for circuit high: P0032, P0038, P0052, P0058 OR two or more of
the following DTCs active/stored as a pair for circuit low: P0031, P0037, P0051, P0057), dealers will replace the PCM. This
work will be done for customers free of charge.
IMPORTANT!
Please note that if the PCM in your vehicle has been “chipped,” “tuned,” or otherwise modified from original factory
specifications with aftermarket components and/or software, work needed to repair, replace, or return the PCM to
original factory specifications is NOT covered under this action.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a repair appointment without delay. This work will take about
one hour, and will be performed at no cost to you. Please keep in mind that your dealer may need additional time for the
preparation of the repair, as well as to accommodate their daily workshop schedule.
Please ensure that you bring all keys for your vehicle with you to your service appointment.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, the please forward this information
immediately via first-class mail to the lessee within ten (10) days of receipt of this notification.
Have You Changed Your Address Or Sold The Vehicle?
If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.
Reimbursement of Expenses
If you have previously paid for repairs relating to the condition described in this letter, the enclosed form explains how to
request reimbursement. We would be pleased to review your reimbursement request.
Service Help from Us
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time,
please call or write to:
Volkswagen Canada
Attn: Customer CARE Center (24V3/2B)
PO Box 842, Stn. A
Windsor, ON N9A 6P2
1-800-893-5298
We also invite you to visit our website at www.vw.ca, where you can check to see if this or any other action may be open
on your vehicle.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your
continued satisfaction with your vehicle. Thank you for driving a Volkswagen!
Sincerely,
Volkswagen Service & Quality
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2012 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
February 2012
24V3/2B Page 5 of 19