Action24Y7

VOLKSWAGEN DEALERSHIP COMMUNICATION
Date:
April 26, 2013
To:
Dealer Principal, Sales Manager, Service Manager, Parts Manager and Warranty Administrator
Subject: Upcoming Emissions Service Action 24Y7
2011-2012 Model Year Volkswagen Routan with 3.6L Engine
PCM Software Update
IMPORTANT NOTICE TO DEALERS - FOR IMMEDIATE DISTRIBUTION
Upcoming Emissions Service Action 24Y7
PCM Software Update
We would like to inform you of upcoming Emissions Service Action 24Y7. Please refer to the attached
Campaign Data Sheet for additional information.
Requirements for Emissions Campaigns Having Customer Notification (California ONLY)
The California Air Resources Board and the Department of Motor Vehicles (DMV) require emissionsrelated 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 online via the Compliance
Label Ordering portal at www.vwhub.com.
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
Attachment: Campaign Data Sheet (1)
24Y7/W7
CAMPAIGN DATA SHEET
CAMPAIGN TYPE
SAGA CODE
MARKET(S)
AFFECTED VEHICLES
TOPIC
PROBLEM DESCRIPTION
CORRECTIVE ACTION
EMISSIONS SERVICE ACTION
24Y7
United States and Canada
2011-2012 model year Volkswagen Routan with 3.6L engine
PCM Software Update
Some customers with Routan vehicles built through January 31, 2012 may
complain of harsh 1-3 upshifts when operating the vehicle in the economy
(ECO) mode. Additionally, Routan vehicles built from January 31, 2012
through September 25, 2012 may have an error in the torque management
software that causes some shifts to skip torque management and apply more
pressure to the clutch than intended. These issues can cause stored fault
codes within the powertrain control module (PCM). If this happens, your
vehicle may not pass an IM (emissions) inspection.
Update software in powertrain control module (PCM)
CUSTOMER NOTIFICATION DATE
On or about May 1, 2013
ELSAWEB VISIBILITY DATE
On or about May 1, 2013
VIM VISIBILITY DATE
On or about May 1, 2013
TOTAL AFFECTED
VEHICLE COUNT
DEALER INVENTORY
CPO INVENTORY
APPROXIMATE REPAIR TIME
SPECIAL TOOLS NEEDED?
PARTS REQUIRED
USA: Approximately 22,600 CANADA: Approximately 1,300
USA: 0
CANADA: 0
Approximately 350
40 TU
SEE WORK PROCEDURE INSTRUCTIONS
NONE – SOFTWARE UPDATE
COMPLETION FACTOR/REPLACEMENT RATE
(TARGETED ALLOCATION INFORMATION)
Not applicable – this repair is for a software update only
PROJECTED DEALER RETURN BLOCK DATE
Not applicable – this repair is for a software update only
INITIAL PARTS ALLOCATION DATE
Not applicable – this repair is for a software update only
TECHNICIAN TRAINING REQUIRED?
EXPIRATION DATE
ADDITIONAL INFORMATION
SEE WORK PROCEDURE INSTRUCTIONS
NONE
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 online via the Compliance Label Ordering portal at
www.vwhub.com.
IMPORTANT! 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. See the campaign circular on ElsaWeb for
the most current repair information. Refer to the campaign circular for complete repair and claiming instructions.
Frequently Asked Questions (FAQ)
Emissions Service Action 24Y7/W7
SUMMARY
 Campaign Code: 24Y7
 Affected Vehicles: 2011-2012 MY Volkswagen Routan with 3.6L Engine
Problem Description: Some customers with Routan vehicles build through January 31, 2012 may complain of
harsh 1-3 upshifts when operating the vehicle in the economy (ECO) mode. Additionally, Routan vehicles built
from January 31, 2012 through September 25, 2012 may have an error in the torque management software that
causes some shifts to skip torque management and apply more pressure to the clutch than intended. These
issues can cause stored fault codes within the powertrain control module (PCM). If this happens, your vehicle
may not pass an IM (emissions) inspection.
Corrective Action: Update software in powertrain control module (PCM).
IMPORTANT!
Please note that if the PCM in a 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.
California Dealers: When this repair is completed, you must provide the owner with a signed “Vehicle
Emission Recall – Proof of Correction” certificate (RC EMISCAVWAU). Additionally, you must affix a
Campaign Completion label to vehicle. See the campaign circular for additional information.
What is the parts allocation plan for this service action?
This repair is a software update only; therefore, no parts will be allocated.
Is a loaner vehicle being covered under this action?
No. A loaner vehicle is not being covered under this action.
Is towing being covered under this action?
No. Towing is not covered under this action.
What should dealers do if they have any affected vehicles in inventory?
Dealers can use their most current VIM report to identify any affected vehicles that may be in their inventory. In
the interest of customer satisfaction, affected vehicles should be kept in a secure area where they cannot be
made available for sale, lease, trade or demo use until this work has been performed.
Can a dealer deliver a new vehicle affected by this action to a customer before the repair has been
completed?
No. In the interest of customer satisfaction, please ensure that every new vehicle affected by this action is
repaired prior to delivery.
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.
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.
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24Y7/W7