Emissions Service Action
Code: 24AX
Subject
Release Date
Revision Summary
Affected Vehicles

ECM Software
November 10, 2015

The U.S. market was added to this action

U.S.A. & CANADA:

Certain 2011-2013 MY Volkswagen 2.0L TFS/ Vehicles

Check Campaigns/Actions screen in Elsa on the day of repair to verify that a VIN qualifies for repair under this
action. Elsa is the S2DJ:i. valid campaign inquiry & verification source.

Problem Description

,/

Campaign status must show "open."

,/

If Elsa

shows other open action(s), inform your customer so that the work can also be completed at
the same time the vehicle is in the workshop for this campaign.

Under certain conditions, the output signal from the vehicle's Engine Control Module (ECM) to
the in-tank fuel pump may reduce fuel supply pressure to the fuel rail. If this happens, the
Malfunction Indicator Light (MIL) will illuminate, and the OTC code P0087 "Fuel Rail/System
Pressure - Too Low Bank 1" will be stored in the ECM. A vehicle with this condition will not
pass an IM (emissions) inspection.
Please be aware that other conditions (unrelated to the issue described in this action) may
cause the MIL in a vehicle to illuminate. Customers should be prepared to cover all diagnosis
and repair costs for these other, unrelated conditions.

Corrective Action

Install updated ECM software to address this issue.
Additionally, Volkswagen will provide an extended warranty for the injection pump in vehicles
included in this service action. Refer to the Warranty Service Circular for terms and conditions
of the extended warranty.

Parts Information
Code Visibility

This service action is a software update only; therefore no parts are required.
On or about November 10, 2015, affected vehicles will be listed on the Inventory Vehicle Open
Campaign Action report under My Dealership Reports (found on www.vwhub.com & OMO Web).
A list will not be posted for dealers who do not have any affected vehicles.
On or about November 10, 2015, this campaign code will show open on affected vehicles in
Elsa.
On or about November 10, 2015, affected vehicles will be identified with this campaign code in
the VIN Lookup tool at www.vw.com.

Owner Notification

Owner notification will take place on or about November 18, 2015. Owner letter examples are
included in this bulletin for your reference.

Emissions Campaigns
Requirements
(CALIFORNIA ONLY)

The California Air Resources Board and the Department of Motor Vehicles (OMV) 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 EMISCAVWAU). Order certificates online via the
Compliance Label Ordering portal at www.vwhub.com .

Additional Information

Please alert everyone in your dealership about this action, including Sales, Service, Parts
and Accounting personnel. Contact Warranty if you have any questions.
Fill out and affix Campaign Completion Label (CAMP 010 000) after 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 'Mlether this information applies, contact an authorized VolksVvagen dealer. ©2015 VolksVvagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 1 of 20

I Labels can be ordered at no cost via the Compliance Label Ordering portal atwww.vwhub.com.

The information in this document is intended for use only by skilled technicians vVho 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. ©2013 VolksVvagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2013

XXXXfW7 Page 2 of 20

Claim Entry Instructions

After campaign has been completed, enter claim as soon as possible to help prevent work from being duplicated
elsewhere. Attach the Elsa screen print showing action open on the day of repair to the repair order.
If customer refused campaign work:
,/

U.S. dealers: Submit request via WISE under the Campaigns/Update/Recall Closure option.

,/

Canada dealers: Fax repair order to Warranty at (905) 428-4811.
Service Number

24AX

Damage Code

0099

Parts Vendor Code
Claim Type

wwo
Sold vehicle: 7 10
Unsold vehicle: 7 90

Vehicle Wash/Loaner
Criteria I.D.

Do not claim wash/loaner under this action
01
Check/Updated software present, no further work required
Labor operation: 0183 00 99

10 T.U.

-ORUpdate software.
Labor operation: 2470 25 99

35 T.U.

The repair information in this document is intended for use only by skilled technicians vVho 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 vVhether this information applies, contact an authorized VolksVvagen dealer. ©2015 Volks\fvagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 3 of 20

Customer Letter Example (USA - 49S)
This notice applies to your vehicle:
Subject:

Emissions Service Action 24AX - ECM Software and Warranty Extension for Injection Pump
Certain 2011-2013 Model Year Volkswagen 2.0L TFSI Engine Vehicles

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to our environment, and in cooperation with the United States
Environmental Protection Agency and the California Air Resources Board, we are informing you of our decision to
conduct an emissions service action and extend the Emission Control Systems Warranty for injection pump replacement
on certain 2011-2013 model year Volkswagen 2.0L TFSI engine vehicles. Our records show that you are the owner of
a vehicle affected by these actions.
What is the issue?

Under certain conditions, the output signal from the vehicle's Engine Control Module
(ECM) to the in-tank fuel pump may reduce fuel supply pressure to the fuel rail. If this
happens, the Malfunction Indicator Light (MIL) will illuminate, and the OTC code P0087
"Fuel Rail/System Pressure - Too Low Bank 1" will be stored in the ECM. A vehicle with
this condition will not pass an IM (emissions) inspection.
Please be aware that other conditions (unrelated to the issue described in this action)
may cause the MIL in a vehicle to illuminate. Customers should be prepared to cover all
diagnosis and repair costs for these other, unrelated conditions.

What will we do?

In order to help prevent this issue from affecting your vehicle, we have updated engine
control module (ECM) software available. Additionally, we are providing an extended
warranty for injection pump replacement. Details for both of these items are provided
below.

Emissions Service
Action 24AX - ECM
Software

Your authorized Volkswagen dealer will update the engine control module (ECM)
software in your vehicle to address this issue. This work will take about an hour to
complete and will be performed for you 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.
In order to limit any possible inconvenience, please contact your authorized Volkswagen
dealer as soon as possible to schedule this service.
IMPORTANT!
Please note that if the ECM in your 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 ECM to original factory specifications is NOT
covered under this action.

Warranty Extension for
Injection Pump

Volkswagen will extend your Emissions Control Systems Warranty for injection pump
replacement under specific conditions to 10 years or 120,000 miles, whichever occurs
first, from the vehicle's original in-service date. The vehicle's original in-service date is
defined as the date the vehicle was delivered to either the original purchaser or the
original lessee; or if the vehicle was first placed in service as a "demonstrator" or
"company" car, on the date such vehicle was first placed in service.
Certain states have voluntarily adopted California-mandated emissions warranties only
for vehicles equipped to meet California's Partial Zero Emissions Vehicle (PZEV)
emissions requirements. These vehicles can be identified by inspecting the Vehicle
Emission Control Information Label located under the hood. Because of this, the owner
of a vehicle equipped to meet California's PZEV emissions requirements living in one of
these states may have warranty rights that exceed the extended warranty offering
described in this letter. Please refer to the warranty information that came with your
vehicle for additional details as to whether or not this applies to your vehicle.
In our continuing efforts to assure proper performance of Volkswagen vehicles, your
dealer will diagnose and replace the injection pump, if necessary, at no cost to you as
long as the vehicle remains within the time and mileage limits of this warranty extension.
Please keep this letter with your Warranty booklet and deliver it to any new owner, along
with the owner's manual.
This warranty extension covers only the diagnosis and replacement of the injection pump.
And, should you ever sell the vehicle, this warranty extension is fully transferable to
subsequent owners.

The repair information in this document is intended for use only by skilled technicians Vv'ho 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 Vv'hether this information applies, contact an authorized Volksv-vagen dealer. ©2015 Volksv-vagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 4 of 20

This warranty extension will not cover:
•

Any damage or malfunctions caused by installation of non-EPA or non-CARB
certified parts, or parts that alter the performance of the engine, engine controls,
or exhaust system, such as the installation of engine management components
("chipped" or "tuned" ECMs) not approved by Volkswagen.

•

other conditions unrelated to the injection pump that may cause the MIL to
illuminate. These conditions may require repairs that are needed for proper
diagnosis of the underlying condition. Any repairs that are (1) necessary for
proper diagnosis of these other conditions or (2) required to bring the vehicle's
emission system up to factory specifications are not covered by this warranty
extension.

•

Damage or malfunctions caused by outside influence, such as damage due to
an accident, or vehicle misuse or neglect as well as repairs that are (1)
necessary for proper diagnosis of these other conditions or (2) required to bring
the vehicle up to factory specifications are not covered by this warranty
extension.

Lease vehicles and
address changes

If you are the lessor and registered owner of the vehicle identified in this action, please
forward this letter immediately via first-class mail to the lessee within ten (10) days of receipt.
If you have changed your address or sold the vehicle, please fill 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 repairs relating to the conditions described in this letter,
please refer to the enclosed form that explains how to request reimbursement.

Can we assist you
further?

If your authorized Volkswagen dealer fails or is unable to complete this work free of charge
within a reasonable time, or if you should have any questions about this communication,
please don't hesitate to contact Customer CARE, Monday through Friday from 8AM to 6PM
(local time) by phone at 800-893-5298. You are also welcome to e-mail or chat through the
"Contact Us" page http://www.vw.com/contact/.

Checking your vehicle
for open Recalls and
Service Campaigns

To check your vehicle's eligibility for repair under this or any other recall/service campaign,
please click on the Look Up Recalls link at www.vw.com and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool. As always, if
you have any questions or if you need additional assistance, please contact Customer
CARE or your authorized Volkswagen dealer.

We apologize for any inconvenience this matter may cause; however we are taking these actions to help ensure your
vehicle continues to meet and exceed your expectations.
Sincerely,
Volkswagen Customer Protection

The repair information in this document is intended for use only by skilled technicians vVho 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 'Mlether this information applies, contact an authorized VolksVvagen dealer. ©2015 VolksVvagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 5 of 20

Customer Letter Example (United States - California)
This notice applies to your vehicle:
Subject:
Pump

Emissions Service Action 24AX - ECM Software and Warranty Extension for Injection
Certain 2011-2013 Model Year Volkswagen 2.0L TFSI Engine Vehicles

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to our environment, and in cooperation with the United States
Environmental Protection Agency and the California Air Resources Board, we are informing you of our decision to conduct
an emissions service action and extend the Emission Control Systems Warranty for injection pump replacement on certain
2011-2013 model year Volkswagen 2.0L TFSI engine vehicles. Our records show that you are the owner of a vehicle
affected by these actions.
What is the issue?

Under certain conditions, the output signal from the vehicle's Engine Control Module (ECM)
to the in-tank fuel pump may reduce fuel supply pressure to the fuel rail. If this happens,
the Malfunction Indicator Light (MIL) will illuminate, and the OTC code P0087 "Fuel
Rail/System Pressure - Too Low Bank 1" will be stored in the ECM. A vehicle with this
condition will not pass an IM (emissions) inspection.
Please be aware that other conditions (unrelated to the issue described in this action) may
cause the MIL in a vehicle to illuminate. Customers should be prepared to cover all
diagnosis and repair costs for these other, unrelated conditions.

What will we do?

In order to help prevent this issue from affecting your vehicle, we have updated engine
control module (ECM) software available. Additionally, we are providing an extended
warranty for injection pump replacement. Details for both of these items are provided
below.

Emissions Service
Action 24AX - ECM
Software

Your authorized Volkswagen dealer will update the engine control module (ECM) software
in your vehicle to address this issue. This work will take about an hour to complete and will
be performed for you 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.
In order to limit any possible inconvenience, please contact your authorized Volkswagen
dealer as soon as possible to schedule this service.
IMPORTANT!
Please note that if the ECM in your 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 ECM to original factory specifications is NOT
covered under this action.

Important information for California regulations require that this campaign be completed prior to the time you renew
your vehicle registration. Therefore, please make sure that this campaign is completed
California Vehicle
Owners - California
prior to the renewal of your vehicle registration, and that you furnish proof of completion
Regulations
to the Department of Motor Vehicles (OMV) in the form of a copy of the dealer's repair
order, including a signed "Proof of Correction" certificate. You obtain this from your dealer
after the campaign has been completed. Please retain the signed "Proof of Correction
Certificate" with your vehicle records. DO NOT MAIL THIS FORM to the OMV, unless
requested.
Warranty Extension for
Injection Pump

Volkswagen will extend your Emissions Control Systems Warranty for injection pump
replacement under specific conditions to 10 years or 120,000 miles, whichever occurs first,
from the vehicle's original in-service date. The vehicle's original in-service date is defined
as the date the vehicle was delivered to either the original purchaser or the original lessee;
or if the vehicle was first placed in service as a "demonstrator'' or "company" car, on the
date such vehicle was first placed in service.
Certain states have voluntarily adopted California-mandated emissions warranties only for
vehicles equipped to meet California's Partial Zero Emissions Vehicle (PZEV) emissions
requirements. These vehicles can be identified by inspecting the Vehicle Emission Control
Information Label located under the hood. Because of this, the owner of a vehicle equipped
to meet California's PZEV emissions requirements living in one of these states may have
warranty rights that exceed the extended warranty offering described in this letter. Please

The repair information in this document is intended for use only by skilled technicians Vv'ho 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 Vv'hether this information applies, contact an authorized Volksv-vagen dealer. ©2015 Volksv-vagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 6 of 20

refer to the warranty information that came with your vehicle for additional details as to
whether or not this applies to your vehicle.
In our continuing efforts to assure proper performance of Volkswagen vehicles, your dealer
will diagnose and replace the injection pump, if necessary, at no cost to you as long as the
vehicle remains within the time and mileage limits of this warranty extension. Please keep
this letter with your Warranty booklet and deliver it to any new owner, along with the
owner's manual.
This warranty extension covers only the diagnosis and replacement of the injection pump.
And, should you ever sell the vehicle, this warranty extension is fully transferable to
subsequent owners.
This warranty extension will not cover:
•

Any damage or malfunctions caused by installation of non-EPA or non-CARB
certified parts, or parts that alter the performance of the engine, engine controls,
or exhaust system, such as the installation of engine management components
("chipped" or "tuned" ECMs) not approved by Volkswagen.

•

other conditions unrelated to the injection pump that may cause the MIL to
illuminate. These conditions may require repairs that are needed for proper
diagnosis of the underlying condition. Any repairs that are (1) necessary for
proper diagnosis of these other conditions or (2) required to bring the vehicle's
emission system up to factory specifications are not covered by this warranty
extension.

•

Damage or malfunctions caused by outside influence, such as damage due to an
accident, or vehicle misuse or neglect as well as repairs that are (1) necessary
for proper diagnosis of these other conditions or (2) required to bring the vehicle
up to factory specifications are not covered by this warranty extension.

Lease vehicles and
address changes

If you are the lessor and registered owner of the vehicle identified in this action, please
forward this letter immediately via first-class mail to the lessee within ten (10) days of
receipt. If you have changed your address or sold the vehicle, please fill 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 repairs relating to the conditions described in this letter,
please refer to the enclosed form that explains how to request reimbursement.

Can we assist you
further?

If your authorized Volkswagen dealer fails or is unable to complete this work free of charge
within a reasonable time, or if you should have any questions about this communication,
please don't hesitate to contact Customer CARE, Monday through Friday from 8AM to 6PM
(local time) by phone at 800-893-5298. You are also welcome to e-mail or chat through the
"Contact Us" page http://www.vw.com/contact/.

Checking your vehicle
for open Recalls and
Service Campaigns

To check your vehicle's eligibility for repair under this or any other recall/service campaign,
please click on the Look Up Recalls link at www.vw.com and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool. As always, if
you have any questions or if you need additional assistance, please contact Customer
CARE or your authorized Volkswagen dealer.

We apologize for any inconvenience this matter may cause; however we are taking these actions to help ensure your
vehicle continues to meet and exceed your expectations.
Sincerely,
Volkswagen Customer Protection

The repair information in this document is intended for use only by skilled technicians vVho 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 'Mlether this information applies, contact an authorized VolksVvagen dealer. ©2015 VolksVvagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.

November 2015

24AX/4Y Page 7 of 20

Customer Letter Example (CANADA)
This notice applies to your vehicle:
Subject:
Pump

Emissions Service Action 24AX - ECM Software and Warranty Extension for Injection
Certain 2011-2013 Model Year Volkswagen 2.0L TFSI Engine Vehicles

Dear Volkswagen Owner,
This notice is sent to you in accordance with the requirements of the Canadian Environmental Protection Act, 1999.
Volkswagen has determined that a defect, which relates to a prescribed emission standard, exists in certain 2011-2013