SB-10045479-2302

VOLKSWAGEN DEALERSHIP COMMUNICATION
Date:

April 2012

To:

Dealer Principal, Sales Manager, Service Manager, Parts Manager and Warranty Administrator

Subject: Service Action 06A2
2012 MY Volkswagen Passat - Replace Owner’s Manual

IMPORTANT NOTICE TO DEALERS - FOR IMMEDIATE DISTRIBUTION

Service Action 06A2
This is to inform you of the launch of Service Action 06A2.
Problem Description: The owner’s manual provided in affected vehicles during production contains incorrect
wheel bolt tightening torque values. However, all dealer service documentation was correctly published. Any wheel
service performed at an authorized Volkswagen dealer would have been performed to the correct tightening
torque specifications.
Corrective Action: Replace the owner’s manual with a new one containing the correct wheel bolt torque
tightening values. New tire information brochures will also be provided.
What should dealers do?
Affected vehicles will appear on dealer VIM reports with code 06A2. Dealers should check their VIM report to see
if they have any in-stock vehicles affected by this action. Please keep any affected vehicle in a secure area where
it cannot be made available for sale, lease, trade or demo use until this service action has been performed.
Customer Mailing: Customer notification will take place on or about April 10, 2012.
Code Visibility Date: The campaign code will be made visible on affected vehicles on or about April 10, 2012.
Parts Allocation will take place prior to customer notification, and will be approximately 40% of each dealers’
affected population. 06A2 parts kits will be provided to dealers free of charge. After your initial allocation is
depleted, replacement 06A2 kits may be ordered via the Compliance Label Ordering Portal on www.vwhub.com.
VIN(s) will need to be provided in order to have owner’s manuals shipped.
Vehicle Allocation List Release Date: Vehicle allocation lists 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.
Volkswagen Product Compliance

Frequently Asked Questions (FAQ)
Service Action 06A2
SUMMARY
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Campaign Code: 06A2
Launch Date: April 10, 2012
Code Visibility Date: April 10, 2012
Customer Notification Date: April 10, 2012
Circular Release Date: April 10, 2012
Allocation List Release Date: April 10, 2012

 Affected Vehicles:
United States: 2012 MY Volkswagen Passat
Canada: 2012 MY Volkswagen Passat
Number of Vehicles Affected:
USA: approximately 25,163
Canada : approximately 2,761
Problem Description: The owner’s manual provided in affected vehicles during production contains incorrect
wheel bolt tightening torque values. However, all dealer service documentation was correctly published. Any
wheel service performed at an authorized Volkswagen dealer would have been performed to the correct
tightening torque specifications.
Corrective Action: Replace the owner’s manual with a new one containing the correct wheel bolt torque
tightening values. New tire information brochures will also be provided.
What is the customer notification plan?
Customer notification is anticipated to take place on or about April 10, 2012.
When will the repair instructions become available?
On or about April 10, 2012 the campaign circular with repair instructions will be available in ElsaWeb and
ServiceNet.
When will parts be allocated for this action?
Prior to owner notification, dealers will receive a 40% initial allocation of 06A2 parts kits. After your initial
allocation is depleted, additional kits may be ordered at no cost online via the Compliance Label Ordering Portal
at www.vwhub.com.
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.
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 1 of 1
06A2

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

Code: 06A2

Subject: 2012 Model Year Passat
Owner’s Manual
Problem Description
The owner’s manual provided in affected vehicles
during production contains incorrect wheel bolt
tightening torque values. However, all dealer
service documentation was correctly published.
Any wheel service performed at an authorized
Volkswagen dealer would have been performed to
the correct tightening torque specifications.
Corrective Action
Volkswagen will replace the owner’s manual with a
new one containing the correct wheel bolt
tightening torque values. New tire information
brochures will also be provided.
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.
2012 Passat
1VW_ _7A3_CC000046 – 1VW_ _7A3_CC030756
Production Date: December 23, 2010 – January 18,
2012
CANADA
2012 Passat
1VW_ _7A3_CC001227 – 1VW_ _7A3_CC030755
Production Date: April 26, 2011 – December 7, 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.

April 10, 2012

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
Prior to owner notification, dealers will receive a
40% initial allocation of 06A2 parts kits. After your
initial allocation is depleted, additional kits may be
ordered at no cost online via the Compliance Label
Ordering Portal at www.vwhub.com.
When placing your order, please have the vehicle
identification number (VIN) and correct kit number:
•
•

United States: CAMP.06A2.USA
Canada: CAMP.06A2.CAN

Owner Notification Mailing
On or about April 10, 2012, the customer mailing
will take place. A sample copy of the owner letter
is 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.
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.
April 2012

06A2/V6 Page 1 of 7

Saga Claim Entry Procedure
Check ElsaWeb to determine if this campaign is open.
Service No.:
06A2
Damage Code: 0099
Parts Manufacturer
Removed part: Use vendor code WWO
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria 01 – Replace owner’s manual and place new tire brochures in owner’s literature folder
Repair operation:

0671 19 99

10 T.U.

IMPORTANT!
Claim labor only under this action. DO NOT claim any parts.
An initial allocation of 06A2 parts kits (containing owner’s manual(s) and tire
brochures) was provided to dealers free of charge prior to campaign release.
Additional kits can be ordered at no cost online via the Compliance Label
Ordering Portal at www.vwhub.com.
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.
April 2012

06A2/V6 Page 2 of 7

Customer Letter Example (United States)

Vehicle Identification Number (VIN):
February 2012
Subject: Service Action 06A2/V6
Replace Owner’s Manual
Dear Volkswagen Owner,
We are writing to inform you of a service action on some 2012 Volkswagen Passat vehicles. Our records show
that you are the owner of one of these vehicles.
What is the problem?
The owner’s manual provided with some vehicles during production contains incorrect wheel bolt tightening torque
values. However, all dealer service documentation was correctly published. Any wheel service performed at an
authorized Volkswagen dealer would have been performed to the correct tightening torque specifications.
What will Volkswagen do?
At no cost to you, we will replace the owner’s manual in your vehicle with a new one containing the correct wheel
bolt tightening torque values. New tire information brochures will also be provided. Your dealer can also address
any other concerns you may have with your vehicle at this service visit.
What We Would Like You To Do
Please contact your authorized Volkswagen dealer and arrange for an appointment without delay. This service
will take just a few minutes and will be free of charge. 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.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, 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.
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 (06A2/V6)
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 appreciate the opportunity to update your vehicle so that it will continue to meet your high expectations.
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.
April 2012

06A2/V6 Page 3 of 7

Customer Letter Example (Canada)

Vehicle Identification Number (VIN):
February 2012
Subject: Service Action 06A2/V6
Replace Owner’s Manual
Dear Volkswagen Owner,
We are writing to inform you of a service action on some 2012 Volkswagen Passat vehicles. Our records show
that you are the owner of one of these vehicles.
What is the problem?
The owner’s manual provided with some vehicles during production contains incorrect wheel bolt tightening
torque values. However, all dealer service documentation was correctly published. Any wheel service performed
at an authorized Volkswagen dealer would have been performed to the correct tightening torque specifications.
What will Volkswagen do?
At no cost to you, we will replace the owner’s manual in your vehicle with a new one containing the correct wheel
bolt tightening torque values. New tire information brochures will also be provided. Your dealer can also address
any other concerns you may have with your vehicle at this service visit.
What We Would Like You To Do
Please contact your authorized Volkswagen dealer and arrange for an appointment without delay. This service
will take just a few minutes and will be free of charge. 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.
Lease Vehicles
If you are the lessor and registered owner of the vehicle identified in this action, 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.
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 (06A2/V6)
P.O. Box 842, Stn. A
Windsor, ON N9A 6P2
1-800-822-8987
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 appreciate the opportunity to update your vehicle so that it will continue to meet your high expectations.
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

06A2/V6 Page 4 of 7

Campaign Work Procedure

06A2 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)”

Required Parts:
Quantity

1

Part Number

CAMP.06A2.USA

Part Description

06A2 Service Action Kit – UNITED STATES
Kit contains:
• Owner’s Manual 2012 Passat - U.S. edition
• Three (3) tire information brochures

1

CAMP.06A2.CAN

06A2 Service Action Kit – CANADA
Kit contains:
• Owner’s Manual 2012 Passat Canada English edition
• Owner’s Manual 2012 Passat Canada French edition
• Four (4) tire information brochures (English & French)

1

CAMP 010 000

Campaign Completion Label

Note: The kit part numbers listed above are applicable ONLY to vehicles affected by the 06A2
service action.
An initial allocation of 06A2 kits was provided to dealers free of charge prior to
campaign release. Additional kits can be ordered at no cost online via the Compliance
Label Ordering Portal at www.vwhub.com. When placing your order please have the
vehicle identification number (VIN) available.

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

06A2/V6 Page 5 of 7

Work Sequence
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
•

Open hood and check if there is a
campaign completion label already
present for this action
o If campaign completion label
shows the SAGA code
applicable to this action, NO
FURTHER WORK REQUIRED.
o

If there is not a campaign
completion label showing the
SAGA code applicable to this
action, continue to Section B.

Section B – Replace Owner’s Manual &
Install Tire Information
Brochures in Owner’s Literature
Folder
•

Ensure correct 06A2 Parts Kit is on-hand:
o

CAMP.06A2.USA (United States)

o

CAMP.06A2.CAN (Canada)

•

Remove folder containing owner’s vehicle
documentation from the glove compartment.

•

Remove existing owner’s manual from folder
and replace with new manual from parts kit

•

Place new tire information brochures in
owner’s literature folder

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

06A2/V6 Page 6 of 7

Note: Replace ONLY the owner’s
manual(s) and install the new tire
information brochures into the
owner’s literature folder. Other
vehicle documents must not be
replaced (e.g. maintenance
booklet, radio booklet, etc.)
•

Place folder containing owner’s vehicle
documentation into the glove compartment

•

Continue to Section C

Section C – Campaign Completion Label and
Parts Return/Disposal
Install Campaign Completion Label
•

Fill out and affix Campaign Completion
label, part number CAMP 010 000, next
to the vehicle emission control
information label

•

Close hood

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.
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

06A2/V6 Page 7 of 7