SB-10045019-2141

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.

Customer Satisfaction Campaign
Code: 91i9
Subject: 2012 Model Year Volkswagen Vehicles with
REVISION
RNS 510 Radio w/Navigation System
Radio Software Update
UNITED STATES ONLY

June 28, 2012

Revision Summary
Information for ordering additional CDs has changed.
Problem Description
Customer satisfaction issues with software level 2625 in the
RNS 510 radio w/ navigation system.
Corrective Action
Install new system software to address customer satisfaction
issues and add new features and functions.
IMPORTANT!
The new system software improves voice control accuracy,
but restricts voice control function to the telephone only.
Original voice control for functions like the radio, CD, etc,
can be reinstated through coding; however if this is done
there will be no improvement to voice control accuracy for
any function.
Please ensure that you have explained this to your
customer BEFORE performing this action.

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, or if a
Campaign Completion label is present 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.
2012 Passat
1VW___A3_CC00025 - 1VW___A3_CC035941
Production date: January 25, 2011 – December 16, 2011

2012 Tiguan
WVG___AX_CW000017 - WVG___AX_CW545895
Production date: June 24, 2011 – November 28, 2011

2012 EOS
WVW___AH_CV005043 - WVW___AH_CV015486
Production date: May 26, 2011 – November 22, 2011

2012 CC
WVW___AN_CE511646 - WVW___AN_CE552626
Production date: May 23, 2011 – December 12, 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
Electronic allocation lists will be posted under My Dealership
Reports on the VW Hub on or about April 10, 2012. A list will
not be posted for dealers who have no affected vehicles.
Parts Information and Allocation
• The software update for this action is done via CD. Two (2)
CDs (part number RNS510FLSH3690) have been shipped
to dealers along with technical bulletin #2027965.
•

Additionally, an allocation of replacement RNS 510 radio
manuals will be sent to dealers prior to customer
notification.
After your initial allocation of radio manuals is depleted, they
may be ordered at no cost via the Compliance Label Ordering
Portal at www.vwhub.com.
When placing your order for additional RNS 510 radio manual,
please ensure you are ordering the following part number:
122.5N6.N51.23
Replacement CDs can be ordered from the Volkswagen
Technical Literature Ordering Center at
www.vw.techliterature.com.
Owner Notification Mailing
On or about April 10, 2012 the customer mailing will take
place. Sample copies of the owner letters are enclosed.
Campaign Expiration Date
This action expires on April 30, 2014. Vehicles repaired under
this action must have the work completed on or before April
30, 2014 to be eligible for payment. Work performed after
April 30, 2014 will not be eligible for payment. Dealers
should keep this expiration date in mind when scheduling
customer repairs for this action.
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.

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. All Rights Reserved.
June 2012

91i9/V9 Page 1 of 15

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.

Saga Claim Entry Procedure
Check ElsaWeb to determine if this campaign is open.
Service No.:
Damage Code:

91i9
0099

Parts Manufacturer
Removed part: Use vendor code WWO
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions

Criteria 01 or criteria 02
Check RNS 510 software, updated software present, no further work required
Repair operation: 0183 00 99

10 T.U.

-ORUpdate RNS 510 software and install new RNS 510 radio manual
Repair operation: 9112 25 99

90 T.U.

Note: Do not claim radio manual on the SAGA claim. They were allocated to dealers
free of charge. Additional manuals are available free of charge via the Compliance
Label Ordering Portal.
There is NO reimbursement for Vehicle Wash or Loaner
If customer refused repairs

Fax the Repair Order to the warranty team at (248) 754-4734). Provide the VIN, applicable Service
Number, Customer information, Dealer number and date.

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. 2012 Volkswagen Group of America, Inc. All Rights Reserved.
June 2012

91i9/V9 Page 2 of 15

Customer Letter Example (United States)

Vehicle Identification Number (VIN):
Subject: Customer Satisfaction Campaign 91i9/V9
Radio Software Update
2012 Model Year Volkswagen Vehicles with RNS 510 Radio w/ Navigation
Dear Volkswagen Owner:
As part of Volkswagen’s ongoing commitment to customer satisfaction and vehicle reliability, we are writing to let you
know about a free-of-charge software update that is available for the RNS 510 radio in your vehicle.
What are the benefits of this software update?
The new system software addresses some customer satisfaction issues, and adds new features and functions, such as:
•

Addition of SiriusXM Travel Link® capability (please contact SiriusXM for subscription information. Adding
TravelLink® to your satellite radio subscription can only be done after the three-month free satellite radio trial period has
ended)

•

Addition of channel art to the radio display

•

Optimized touch screen performance

•

Provides improved voice control accuracy for telephone function (if desired)

IMPORTANT!
The new system software improves voice control accuracy, but restricts voice control function to the telephone only.
Original voice control functions like the radio, CD, etc can be reinstated through coding; however if this is done there will
be no improvement to voice control accuracy for any function. Please let your dealer know if you would like the original or
improved voice control feature (as described above) when you bring your vehicle in for this service.
What We Would Like You to Do
Please contact your authorized Volkswagen dealer to schedule a service appointment at your convenience. This work will
take less than two hours and, as mentioned above, will be performed for you free of charge. Please keep in mind that, due
to your dealer’s daily workshop schedule, the time required to perform this service may vary slightly.
Customer Satisfaction Campaign Expiration Date
This action will be available until April 30, 2014. After this date, dealers will not be able to perform this work for you free of
charge.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, please forward this information 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.
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 (91i9/V9)
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 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. All Rights Reserved.
June 2012

91i9/V9 Page 3 of 15

Campaign Work Procedure

91i9 Customer Satisfaction Campaign

If there are questions regarding the work procedure, contact Warranty

Required Parts:
Quantity

Part Number

Part Description

1

122.5N6.N51.23

RNS 510 radio manual

1

CAMP 010 000

Campaign Completion Label

Required Tools:

•

VAS 6150 Laptop Diagnostic Unit, VAS
5051B, or VAS 5052/A

•

INC-940 – Battery Charger or equivalent

•

RNS510FLSH3690 – Navigation Flash CD

Tip: This flash CD was previously
shipped to support Technical
Bulletin 2027965.
Additional copies of the
Update - Programming CD
may be ordered from
Volkswagen Technical
Literature Ordering Center at
www.vw.techliterature.com.

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. All Rights Reserved.
June 2012

91i9/V9 Page 4 of 15

Work Procedure:
Tip: If Campaign Completion label is
present, no further work required

Section A – Identify Criteria and Check for
Open Status
⇐ 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
Note: Work procedure is the same for
criteria 01 and 02 vehicles

Section B – Check RNS 510 Software
Note: If UPDATE 91i2 is open, please
perform the software update
portion of that action prior to
continuing with the 91i9
procedure.
It is critical that software 2902 is
contained in the telephone
Bluetooth module (AW77) prior
to beginning the update for the
RNS510 radio.
•

Perform all other “Open” Updates or
Campaigns prior to beginning this
procedure

•

Switch RNS 510 unit ON

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. All Rights Reserved.
June 2012

91i9/V9 Page 5 of 15

•

Press and hold the Setup key for 10
seconds

•

Press Version Info

⇐ Check SW-Version
o

If SW-Version is 3690 or
higher, no update is necessary,

continue to Section H
o

If SW-Version is 2625 or
3680,

continue to Section C

Tip: If SW-Version is
3680, continue to update
software to 3690 however the
coding steps (Sections D-F)
and a new radio manual
(Section G) are not
necessary.

Section C – Update RNS 510 Software
Note: The new system software
improves voice control accuracy,
but restricts voice control
function to the telephone only.
Original voice control function
can be reinstated through
coding; however if this is done
there will be no improvement to
voice control accuracy.
Please ensure that you have
explained this to your customer
BEFORE performing this action.
Tip: For faster operation of the RNS
510, deactivate the touch tone
sound. This setting can be found
by pressing the “SETUP” button,
then selecting Display  Touch
Screen Tone.
•

Connect Midtronics InCharge 940
(INC 940) tester/charger to battery

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. All Rights Reserved.
June 2012

91i9/V9 Page 6 of 15

Tip: It is considered normal for the
screen to go blank several times