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Customer Letter Example (Canada)

October 2005

Subject: Customer Satisfaction Campaigns M2 and M3
2002-2003 Model Year Passat Equipped with Heated Seats
Install Driver’s Side Seat Heater Repair Kit and Install New Passenger
Side Seat Heater Switch

Dear Volkswagen Owner:

Some of our customers have contacted us regarding the functionality of the seat heater in some
2002-2003 model year Passat vehicles.

What is the Problem? ‘ ,
Volkswagen has determined that the affected vehicles equipped with heated seats may have a seat heater element that can malfunction when the
ignition switch is “on” and the seat heater switch is “on.” If this happens, the seat heater mat may temporarily overheat and become inoperative,
and the occupant may experience excessive heat in a small area. This overheating would occur over a very brief time period and is self-limiting, as
the current flow is interrupted as a result of this condition. In extreme cases, the overheating could cause damage to objects in contact with the seat
cushion. This condition cannot occur if the ignition switch is “off” or if the seat heater switch is “off.” Additionally, the occurrence of this on the
passenger side is extremely rare.

Because we at Volkswagen want to ensure your continued satisfaction with your vehicle, we are writing to inform you about seat heater
modifications we would like to perform for you at no cost.

What Will Volkswagen Do?
In order to prevent the condition described above, we will modify the driver's side seat heater by installing an electrical repair kit and install a new
seat heater switch for the passenger seat.

This seat heater customer satisfaction campaign will be available until October 31, 2007, after which time it will expire and will no longer be
performed as a customer satisfaction campaign.

We will also provide a three year limited warranty extension for inoperative condition of both the installed seat heater electrical repair kit and
switch, regardless of vehicle mileage. This limited warranty extension will be in effect until October 31, 2008 and will be activated only after you
bring your vehicle in and the M2 and M3 campaigns have been performed. This warranty extension is in addition to and does not affect any other }
applicable warranty with your vehicle (such as the Limited New Vehicle Warranty). This extended warranty does not cover wear and tear of the seat
cover or any other condition other than operation of the installed seat heater electrical repair kit and switch.

What We Would Like You To Do

Please contact your authorized Volkswagen dealer and arrange for an appointment at your convenience so this update can be performed. This
update will typically take about two hours and, as mentioned above, will be free of charge. Please keep in mind that your dealer may need
additional time for the preparation of the update, as well as to accommodate their daily workshop schedule.

Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this letter, please forward this information via first class mail to the lessee.

Have You Changed Your Address Or Sold The Vehicle?
If you have, please fil! 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 a seat heater repair on a heated seat due to overheating, 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 amount of time, please call or write
to:

Volkswagen Canada Inc.
Attn: Customer CARE Center (M2/M3)
P.O. Box 842, Stn. A
Windsor, ON N9A 9Z9
CANADA
1-800-893-5298

We look forward to providing this repair and warranty extension. Thank you for driving a Volkswagen!
Sincerely,

Maria Cotter
Volkswagen Service and Quality

The 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. ©2008 Volkswagen Group of America, Inc. and Volkswagen Canada. Ali Rights Reserved.

June 2008 REVISION — M2 (M200) Page 4 of 18