NHTSA ID Number: 10045399
Manufacturer Communication Number: SAC-20R9
TSB/Document Date: 2012-09-06
Summary
VOLKSWAGEN
: SEE DOCUMENT SEARCH BUTTON FOR CUSTOMER LETTER. INFORMATION PACKAGES WILL BE PROVIDED REGARDING PROPER LABELS/STICKERS ON VEHICLES FOR USING DIESEL FUEL ONLY WITH TDI CLEAN DIESEL ENGINES. *PE
SB-10045399-3829
VOLKSWAGEN DEALERSHIP COMMUNICATION
Date:
July 2012
To:
Dealer Principal, Sales Manager, Service Manager, Parts Manager and Warranty Administrator
Subject: Service Action 20R9
“Diesel Fuel Only” Information
2009-2012 MY Volkswagen Vehicles with TDI Clean Diesel Engine
IMPORTANT NOTICE TO DEALERS - FOR IMMEDIATE DISTRIBUTION
Service Action 20R9
Dear Volkswagen Dealer Principal, Service Manager, and Parts Manager:
We would like to inform you of Service Action 20R9. Please refer to the attached Campaign Data
Sheet for additional information.
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)
20R9/V8
CAMPAIGN DATA SHEET
CAMPAIGN TYPE
SAGA CODE
MARKET(S)
AFFECTED VEHICLES
TOPIC
PROBLEM DESCRIPTION
CORRECTIVE ACTION
CUSTOMER NOTIFICATION DATE
SERVICE ACTION
20R9
United States and Canada
2009-2012 MY Volkswagen Vehicles with TDI Clean Diesel Engine
“Diesel Fuel Only” Information
Volkswagen is reaching out to all TDI Clean Diesel customers to help ensure
awareness of how important diesel fuel quality and prevention of mis-fueling
with wrong fuel is to the long-term performance of their TDI vehicle.
Volkswagen will mail diesel fuel information packages to customers.
Customers can apply the labels themselves, or have an authorized
Volkswagen dealer do so free of charge.
On or about July 10, 2012
ELSAWEB VISIBILITY DATE
July 10, 2012
VIM VISIBILITY DATE
July 10, 2012
TOTAL AFFECTED
VEHICLE COUNT
DEALER INVENTORY
CPO INVENTORY
APPROXIMATE REPAIR TIME
SPECIAL TOOLS NEEDED?
PARTS REQUIRED
USA: Approximately 229,000 Canada: Approximately 54,000
USA: Approximately 13,350 Canada: Approximately 4,896
USA: Approximately 762 Canada: Approximately 166
10 TU
NO
Diesel Fuel Only Information Kits
•
USA: V8.USA.00001, V8.USA.00002, V8.USA.00003,
V8.USA.00004
•
Canada: V8.CAN.00005, V8.CAN.00006, V8.CAN.00007,
V8.CAN.00008
Kits will be sent to dealerships for inventory vehicles, and for customer vehicles
(where the kit is not already installed and the customer may not have brought the
kit with them to their service appointment). Additional kits can be ordered free of
charge via the Compliance Label Ordering Portal on VWHub.
INITIAL PARTS ALLOCATION DATE
TECHNICIAN TRAINING REQUIRED?
Diesel Fuel Only Information Kits will be allocated prior to customer mailing.
NONE – SEE CAMPAIGN CIRCULAR WORK INSTRUCTIONS
EXPIRATION DATE
NONE
ADDITIONAL INFORMATION
NONE
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)
Customer Satisfaction Campaign 20R9
SUMMARY
Campaign Code: 20R9
Launch Date: July 10, 2012
Code Visibility Date: July 10, 2012
Customer Notification Date: July 10, 2012
Circular Release Date: July 10, 2012
Allocation List Release Date: July 10, 2012
Action Expiration Date: NONE
Affected Vehicles: 2009 – 2012 MY Volkswagen vehicles with TDI Clean Diesel engine
Number of Vehicles Affected:
USA: approximately 229,000
Canada: approximately 54,000
Problem Description: As part of Volkswagen’s continued commitment to customer satisfaction and vehicle
reliability, we are reaching out to all TDI Clean Diesel customers to help ensure awareness of how important
diesel fuel quality and the prevention of mis-fueling with the wrong fuel is to the long-term performance of their
TDI vehicle.
Corrective Action: Volkswagen will be mailing diesel fuel information packages to customers with 2009-2012
MY Volkswagen TDI Clean Diesel engine-equipped vehicles. Customers can apply the labels themselves, or
have their authorized Volkswagen dealer do so free of charge.
Additionally, a supply of kits will be sent to dealerships for inventory vehicles and for customer vehicles (where
the kit is not already installed and the customer may not have brought the kit with them to their service
appointment).
Why is Volkswagen launching this action?
Many TDI Clean Diesel customers are new to the Volkswagen brand, and new to diesel vehicles in general. In
our continuing quest to improve customer satisfaction, we’ve identified a need to heighten customer and service
station personnel awareness of how important diesel fuel quality and the prevention of mis-fueling with wrong
fuel is to the long-term performance of their TDI vehicle by providing some additional information and including
additional “DIESEL FUEL ONLY” reminder labeling.
Is a loaner vehicle or towing being covered under this action?
Loaner vehicles are not covered under this action. Customers requiring a loaner vehicle should be covered
under the existing alternative transportation program. Towing is not covered under this action.
What is the customer notification plan?
Customer notification is anticipated to take place on or about July 10, 2012. Volkswagen will be mailing diesel
fuel information packages to customers with 2009-2012 MY Volkswagen TDI Clean Diesel engine-equipped
vehicles. The packages will contain a customer letter, vehicle sticker(s), and other information relevant to the
specific model year and model of the customer’s vehicle. Customers can apply the labels themselves, or have
their authorized Volkswagen dealer do so free of charge.
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
20R9V8
What is the parts allocation plan?
A supply of “Diesel Fuel Only” information kits will be sent to dealers prior to customer notification. These kits can
be used for inventory vehicles affected by this action, and also for customer vehicles (where the kit has not
already been installed and the customer may not have bought the kit with them to their service appointment).
Additional kits can be ordered free of charge through the Compliance Label Ordering Portal on the VWHub.
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.
Page 2 of 2
20R9V8
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.
Service Action Campaign
Code: 20R9
Subject: 2009-2012 Model Year Vehicles with TDI® Clean
Diesel Engine - “Diesel Fuel Only” Information
Problem Description
As part of Volkswagen’s continued commitment to
customer satisfaction and vehicle reliability, we are
reaching out to all TDI Clean Diesel customers to help
ensure awareness of how important diesel fuel quality
and the prevention of mis-fueling with wrong fuel is to the
long-term performance of their TDI vehicle.
Corrective Action
Volkswagen will be mailing diesel fuel information
packages to customers with 2009-2012 MY Volkswagen
TDI Clean Diesel engine-equipped vehicles. The
packages will contain a customer letter, vehicle stickers,
and other information relevant to the specific model year
and model of the customer’s vehicle. Customers can
apply the labels themselves, or have their authorized
Volkswagen dealer do so free of charge.
Additionally, a supply of kits will be sent to dealerships
for inventory vehicles and for customer vehicles (where
the kit is not already installed and the customer may not
have brought the kit with them to their service
appointment).
VIN Ranges
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.
July 10, 2012
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.
Campaign Customer Allocation Report
Electronic Campaign Customer Allocation reports will be
posted under My Dealership Reports on the VW Hub on
or about July 10, 2012. A list will not be posted for
dealers who have no affected vehicles.
Parts Information and Allocation
A supply of “Diesel Fuel Only” information kits will be
sent to dealers prior to customer notification. Additional
kits can be ordered free of charge via the Compliance
Label Ordering portal at www.vwhub.com .
Owner Notification Mailing
On or about July 10, 2012 the customer mailing will take
place. Sample copies of the owner letters by criteria are
enclosed.
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.
U.S.A.
2009-2012 Jetta, Jetta SportWagen and Touareg
2010-2012 Golf
2012 Passat
All with TDI Clean Diesel Engine
Canada
2009-2012 Jetta and Touareg
2010-2012 Golf, Golf Wagon
2012 Passat
All with TDI Clean Diesel Engine
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.
July 2012
20R9/V8 Page 1 of 11
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 whether the campaign is open.
Service No.: 20R9
Damage Code: 0099
Parts Manufacturer
Removed part: Use vendor code WWO
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria I.D. 01 through 08 (all models)
Inspect for presence of Diesel Information Kit; kit installed, no further work required
Repair operation:
0183 00 99
10 T.U.
OR
Inspect for presence of Diesel Information Kit; Install Diesel Information Kit
Repair operation:
2005 23 99
10 T.U.
Note: Diesel Information Kits are available free of charge through the Compliance Label Ordering
Portal at www.vwhub.com. Do not claim on SAGA claim.
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 (U.S) and (905) 428-4811 (CAN). 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. and Volkswagen Canada. All Rights Reserved.
July 2012
20R9/V8 Page 2 of 11
Customer Letter Example (United States) - Criterion 01
ANADA)
(Diesel Fuel Only Labels, OM Insert)
Vehicle Identification Number (VIN):
Subject: Diesel Fuel Quality and Your Volkswagen TDI Clean Diesel
Dear Volkswagen TDI Clean Diesel Owner,
As part of Volkswagen’s continued commitment to customer satisfaction and vehicle reliability,
we are reaching out to all TDI Clean Diesel customers to help ensure awareness of how
important diesel fuel quality is to the long-term performance of your TDI vehicle.
Your owner’s manual contains important information about the diesel fuel to be used in your
vehicle. Your TDI Clean Diesel engine has been specifically designed to operate on Ultra Low
Sulfur Diesel fuel, according to the ASTM D975 standard.
Never let any gasoline, home heating oil or other such fuels get into the fuel tank of your
TDI vehicle – even in small quantities.
Such improper fuels even at small amounts, as well as the other fluids or additives noted in your
owner’s manual, can cause serious damage to the fuel injection equipment and to the engine.
This could lead to additional expense and will not be covered by any Volkswagen New Vehicle
Limited Warranty.
If you believe that the wrong fuel may be in your tank, do not start the engine and if you are
driving please stop driving as soon as possible and contact your authorized Volkswagen
dealership or service station. Volkswagen Customer CARE is always available to help and
answer your questions at 1-800-893-5298.
As a reminder, we have also enclosed additional stickers to be attached to the inside of the fuel
filler flap of your vehicle that serve as an alert to any friends or family members who borrow your
TDI Clean Diesel vehicle, and any gas station personnel fueling your vehicle.
We strongly recommend that you affix these stickers to your vehicle as per the enclosed
instructions. If you prefer, you may take the enclosed stickers to your dealer and request them
to install these for you.
Your current owner’s manual contains important information about the type of diesel fuel that can
be used in your vehicle. To provide you with updated information, we are sending you an insert
for your owner’s manual that contains additional information regarding the proper fuel for your
vehicle. Please add this insert to your owner’s manual and please refer to it whenever you have
questions or need additional information.
We hope you are enjoying the exceptional performance and fuel economy of your TDI Clean
Diesel vehicle, and we wish you many more miles of driving pleasure. 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.
July 2012
20R9/V8 Page 3 of 11
Customer Letter Example (United States) - Criterion 02
(Diesel Fuel Only Labels, OM Insert, Rosette)
Vehicle Identification Number (VIN):
Subject: Diesel Fuel Quality and Your Volkswagen TDI Clean Diesel
Dear Volkswagen TDI Clean Diesel Owner,
As part of Volkswagen’s continued commitment to customer satisfaction and vehicle reliability,
we are reaching out to all TDI Clean Diesel customers to help ensure awareness of how
important diesel fuel quality is to the long-term performance of your TDI vehicle.
Your owner’s manual contains important information about the diesel fuel to be used in your
vehicle. Your TDI Clean Diesel engine has been specifically designed to operate on Ultra Low
Sulfur Diesel fuel, according to the ASTM D975 standard.
Never let any gasoline, home heating oil or other such fuels get into the fuel tank of your
TDI vehicle – even in small quantities.
Such improper fuels even at small amounts, as well as the other fluids or additives noted in your
owner’s manual, can cause serious damage to the fuel injection equipment and to the engine.
This could lead to additional expense and will not be covered by any Volkswagen New Vehicle
Limited Warranty.
If you believe that the wrong fuel may be in your tank, do not start the engine and if you are
driving please stop driving as soon as possible and contact your authorized Volkswagen
dealership or service station. Volkswagen Customer CARE is always available to help and
answer your questions at 1-800-893-5298.
As a reminder, we have also enclosed additional stickers to be attached to the inside of the fuel
filler flap of your vehicle as well as an additional fuel nozzle rosette that serve as an alert to any
friends or family members who borrow your TDI Clean Diesel vehicle, and any gas station
personnel fueling your vehicle.
We strongly recommend that you affix these stickers and rosette to your vehicle as per
the enclosed instructions. If you prefer, you may take the enclosed stickers and rosette to your
dealer and request them to install these for you.
Your current owner’s manual contains important information about the type of diesel fuel that can
be used in your vehicle. To provide you with updated information, we are sending you an insert
for your owner’s manual that contains additional information regarding the proper fuel for your
vehicle. Please add this insert to your owner’s manual and please refer to it whenever you have
questions or need additional information.
We hope you are enjoying the exceptional performance and fuel economy of your TDI Clean
Diesel vehicle, and we wish you many more miles of driving pleasure. 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.
July 2012
20R9/V8 Page 4 of 11
Customer Letter Example (United States) - Criteria 03 & 04
(Diesel Fuel Only Labels, Rosette)
Vehicle Identification Number (VIN):
Subject: Diesel Fuel Quality and Your Volkswagen TDI Clean Diesel
Dear Volkswagen TDI Clean Diesel Owner,
As part of Volkswagen’s continued commitment to customer satisfaction and vehicle reliability,
we are reaching out to all TDI Clean Diesel customers to help ensure awareness of how
important diesel fuel quality is to the long-term performance of your TDI vehicle.
Your owner’s manual contains important information about the diesel fuel to be used in your
vehicle. Your TDI Clean Diesel engine has been specifically designed to operate on Ultra Low
Sulfur Diesel fuel, according to the ASTM D975 standard.
Never let any gasoline, home heating oil or other such fuels get into the fuel tank of your
TDI vehicle – even in small quantities.
Such improper fuels even at small amounts, as well as the other fluids or additives noted in your
owner’s manual, can cause serious damage to the fuel injection equipment and to the engine.
- 6X better wear protection on critical engine parts than...
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- CSC-10045399-3724.pdf (71.33 KB)
- CSC-10045399-5894.pdf (136.26 KB)
- SB-10045399-3829.pdf (186.88 KB)
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TSB/Document ID: SAC-20R9
Replacement Service Bulletin Number:
MFR Communication Date: 2012-07-01
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT ADAPTIVE/MOBILITY
MFR Component System:
MFR Component Subsystem:
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