NHTSA ID Number: 10145674
Manufacturer Communication Number: Communication 19
TSB/Document Date: 2018-10-15
Summary
Communication Toolkit for Dealers
Safety Recall Campaigns 19N4 & 74D5
Communication Toolkit for Dealers
July 19, 2018
TABLE OF CONTENTS
Updated
Page(s)
Introduction Letter
Safety Recall Notices 19N4
3-4
5-7
Customer Letters – Safety Recall Notice 19N4
8-11
Safety Recall Notice 74D5
12
Customer Outreach Program – New
13-14
Inventory Assistance – Recall 19N4
15
Inventory Assistance – Recall 74D5
Customer Outreach Program – CPO/pre-owned
CPO Bonus Update – DSP Stretch and A.C.E.
16
17-18
19
Q3 2018 A.C.E. Program Announcements – AFS
20
The contents of this document are privileged and confidential, and should not be shared or distributed among third parties.
Programs with updates will be highlighted in font.
2
Audi
of America, Inc. • 2200 Ferdinand Porsche Dr. • Herndon, VA 20171
Subject: Safety Recall 19N4 & 74D5 – Dealer Toolkit Update
Dear Audi Dealers,
The following Dealer “Toolkit” is designed to provide Audi Dealers with a
comprehensive reference guide detailing customer and dealer support programs
specific to safety recall campaigns 19N4 (Coolant Pump) and 74D5 (Passenger
Occupant Detection System).
Support Programs and Enhancements:
1.
Customer Outreach Program (19N4 and 74D5): Audi customers whose
vehicles are impacted by one or both of the aforementioned recalls are
eligible for an incentive towards the purchase or lease of an Audi vehicle
(New and CPO).
2.
Audi Dealer Inventory Assistance Programs (19N4 and 74D5): Audi
vehicles in dealer inventory that are impacted by the recall(s) are eligible to
receive monthly Inventory Assistance payments.
3.
Audi Courtesy Vehicle Support (74D5 only):
July 19, 2018
Audi of America
2200 Ferdinand Porsche Dr.
Herndon, VA 20171
+1 703 364 7000
www.audiusa.com
3.1 Active Audi Courtesy Vehicles (service loaners through Audi Financial
Services) impacted by 74D5 will receive reimbursement of the monthly
fee effective with the month of announcement of the recall and stop
sale notice.
3.2 Once a Courtesy Vehicle reaches its program scheduled termination
date, is purchased by the dealer and put into the dealer’s pre-owned
inventory, it is eligible to be claimed under the Dealer Inventory
Assistance Program.
4.
Audi New Vehicle DSP Adjustments: To reflect the potential impact of the
74D5 on sales in the third quarter of 2018, the corresponding DSP and DSP
Stretch objectives have been adjusted.
3
5.
Adjusted A.C.E. Program Purchase Objectives:
5.1 19N4 & 74D5 impacted maturities will be removed from Q3 2018
A.C.E. Objectives.
5.2 Q3 2018 sales objectives for the Margin and Bonus Program will receive
adjusted targets based on historical share of sales for 19N4 & 74D5
impacted units.
6.
Audi CPO DSP Stretch enhancement:
6.1 Q2 2018: Dealers who did not achieve their Q2 CPO DSP Stretch
objective will receive a DSP Stretch Bonus on eligible CPO sales in June.
6.2 Q3 2018: Audi Champion level Dealers will receive the $250 DSP Stretch
Bonus on eligible CPO sales regardless of DSP Stretch attainment;
Performer level Dealers will receive the $125 DSP Stretch Bonus.
We will continue to update the toolkit as additional information becomes available.
If you have any questions regarding these updates, please consult your Audi Area
Team. Thank you for patience, support, and cooperation in handling the customers
with the utmost care.
Sincerely,
Audi Operations
4
Dealer Communication
To: DP, GM, CPO, F&I, Parts, Sales, Service, Warranty
From: Audi Customer Protection
IMPORTANT! Mandatory Stop-Sale - Safety Recall 19N4 - AfterRun Coolant Pump
Issue: In certain vehicles equipped with a 2.0L TFSI engine, the electric coolant pump may experience a
short circuit and/or overheat. A short circuit or overheating within the electric coolant pump may lead to a
fire resulting in vehicle or other property damage.
Mandatory Stop Sale Information:
As of May 16, 2018 – recall code(s) showing REPAIR NOT YET AVAILABLE in all systems.
Check daily campaign open inventory report or OMD for affected vehicles in inventory.
Quarantine all recalled vehicles in new/used inventory to ensure they are not made available for
sale, lease, demonstration or internal dealership use until the recall repair can be completed.
Recall repair availability: estimated November 2018.
Addressing Owner Concerns Until the Recall Repair is Available:
Prioritize owner appointment requests for Safety Recall 19M1.
Advise owners to have Safety Recall 19M1 performed immediately if it is open on the vehicle.
The software installed for FREE under Safety Recall 19M1 will turn off the electric coolant pump if
the pump becomes blocked with debris, and will alert the owner if this happens by turning on the
Electronic Power Control lamp (EPC). This can help reduce the risk of the pump overheating and
possibly causing a fire.
Advise owners to contact an Audi dealer without delay if the EPC light comes on. After Safety
Recall 19M1 is completed, an illuminated EPC light can mean that the coolant pump in your vehicle
is blocked.
Until Safety Recall 19N4 has been completed, owners should be careful when parking the
vehicle. In the unlikely event the electric coolant pump causes a fire, parking your vehicle outdoors,
away from buildings or other things that can burn (like dry grass or trees) can help prevent a fire
from spreading.
Notes:
Affected Vehicles:
U.S.A.: Certain 2012-2017 MY Audi Vehicles with a 2.0L TFSI Engine
CANADA: Certain 2013-2017 MY Audi Vehicles with a 2.0L TFSI Engine
IMPORTANT REMINDER: VEHICLES AFFECTED BY SAFETY & COMPLIANCE RECALLS
New Vehicles in Dealer Inventory: It is a violation of Federal law for a dealer to deliver a new motor
vehicle or any new or used item of motor vehicle equipment (including a tire) covered by this
notification under a sale or lease until the defect or noncompliance is remedied. 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.
Pre-Owned Vehicles in Dealer Inventory: Dealers should not deliver any pre-owned vehicles in their
inventory which are involved in a safety or compliance recall until the defect has been remedied.
5
Dealer Communication
To: DP, GM, CPO, F&I, Parts, Sales, Service, Warranty
From: Audi Customer Protection
IMPORTANT: Status Update-Safety Recall 19N4
Date: June 8, 2018
Status Update: This update is to advise your dealership that the owner notification has been sent via first
class mail to all customers. A sample customer letter is here for your reference. Please use the details
below to help address any owner concerns until the repair is available.
Issue: In certain vehicles equipped with a 2.0L TFSI engine, the electric coolant pump may experience a
short circuit and/or overheat. A short circuit or overheating within the electric coolant pump may lead to a
fire resulting in vehicle or other property damage.
Mandatory Stop Sale Information:
As of May 16, 2018 – recall code(s) showing REPAIR NOT YET AVAILABLE in all systems.
Check daily campaign open inventory report or OMD for affected vehicles in inventory.
Quarantine all recalled vehicles in new/used inventory to ensure they are not made available for
sale, lease, demonstration or internal dealership use until the recall repair can be completed.
Recall repair availability: estimated November 2018.
Addressing Owner Concerns Until the Recall Repair is Available:
Prioritize owner appointment requests for Safety Recall 19M1
Advise owners to have Safety Recall 19M1 performed immediately if it is open on the vehicle.
The software installed for FREE under Safety Recall 19M1 will turn off the electric coolant pump if the pump
becomes blocked with debris, and will alert the owner if this happens by turning on the Electronic Power
Control lamp (EPC). This can help reduce the risk of the pump overheating and possibly causing a fire.
Advise owners to contact an Audi dealer without delay if the EPC light comes on.
After Safety Recall 19M1 is completed, an illuminated EPC light can mean that the coolant pump in the
vehicle is blocked.
Until Safety Recall 19N4 has been completed, owners should be careful when parking the vehicle.
In the unlikely event the electric coolant pump causes a fire, parking the vehicle outdoors, away from
buildings or other things that can burn (like dry grass or trees) can help prevent a fire from spreading.
Are loaner vehicles being offered to customers until the repair is available?
We do not anticipate that this will be a necessary step to take as they may continue to drive their vehicle
normally until a repair is available. At this time, we are not offering loaner vehicles in relation to this recall.
If they experience an EPC light in their vehicle, please instruct them to contact the nearest dealership
without delay as this is indicative of a concern related to this recall. The nearest dealership will be able to
determine what transportation options are available for their vehicle and for themselves.
Is towing of vehicles being offered to customers for this recall?
We do not anticipate that this will be a necessary step to take as they may continue to drive their vehicle
normally until a repair is available. At this time, we are not offering a free tow because of this recall.
6
If they experience an EPC light in their vehicle, please instruct them to contact the nearest dealership
without delay as this is indicative of a concern related to this recall. If they feel their vehicles requires towing
they may contact Audi Roadside Assistance at 1-800-411-9988.
Are customer vehicles safe to drive until the repair is available?
The vehicle is impacted by a safety recall, which indicates that there is a repair needed that will eliminate
potential safety risks. We are working diligently to provide this repair as soon as possible so that they can
return to enjoying their vehicle free of this concern. Customers may continue to drive the vehicle normally
until that time.
If they experience an EPC light in the vehicle, please instruct them to contact the nearest dealership
without delay as this is indicative of a concern related to this recall.
Notes:
Affected Vehicles:
U.S.A.: Certain 2012-2017 MY Audi Vehicles with a 2.0L TFSI Engine
CANADA: Certain 2013-2017 MY Audi Vehicles with a 2.0L TFSI Engine
IMPORTANT REMINDER: VEHICLES AFFECTED BY SAFETY & COMPLIANCE RECALLS
New Vehicles in Dealer Inventory: It is a violation of Federal law for a dealer to deliver a new motor
vehicle or any new or used item of motor vehicle equipment (including a tire) covered by this
notification under a sale or lease until the defect or noncompliance is remedied. 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.
Pre-Owned Vehicles in Dealer Inventory: Dealers should not deliver any pre-owned vehicles in their
inventory which are involved in a safety or compliance recall until the defect has been remedied.
For more dealer communications, visit the Communications page on iAudi.
7
IMPORTANT SAFETY RECALL
Audi of America, Inc.
This notice applies to your vehicle:
NHTSA: 18V229
IMPORTANT!
Information about Safety Recall 19N4 – After Run Coolant Pump
THIS RECALL REPAIR IS NOT YET AVAILABLE. We will send another letter as soon as the
recall work can be completed on your vehicle.
As an interim measure, please contact your Audi dealer immediately to have Safety
Recall 19M1 performed.
Audi of America, Inc.
3800 Hamlin Road
Auburn Hills, MI 48326
+1 800 253 2834
www.audiusa.com
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Audi has decided that a defect, which relates to motor vehicle safety, exists in certain 2013-2017
model year Audi vehicles equipped with a 2.0L TFSI gasoline engine. Our records show that you
are the owner of a vehicle affected by this action. At this time, the recall repair is not yet
available; however we anticipate being able to begin recall repairs in late 2018.
Recall Description: In certain vehicles equipped with a 2.0L TFSI gasoline engine, the electric
coolant pump may experience a short circuit and/or overheat. A short circuit or overheating within
the electric coolant pump may lead to a fire resulting in vehicle or other property damage.
What You Need to Do:
Have Safety Recall 19M1 performed on your vehicle immediately.
The software installed for FREE under Safety Recall 19M1 will turn off the electric
coolant pump if the pump becomes blocked with debris, and will alert you if this happens
by turning on the Electronic Power Control lamp (EPC). This can help reduce the risk of
the pump overheating and possibly causing a fire. Please schedule this important, FREE
recall with your authorized Audi dealer without delay.
Contact your Audi dealer without delay if the EPC light comes on.
After Safety Recall 19M1 is completed, an illuminated EPC light can mean that the
coolant pump in your vehicle is blocked. For FREE, your dealer will diagnose the reason
for the EPC light and also replace the coolant pump for FREE if necessary.
Until Safety Recall 19N4 has been completed on your vehicle, Audi recommends
parking your vehicle outdoors as a precaution.
Contact your dealer or Audi if you have any concerns about your vehicle.
Your authorized Audi dealer knows your vehicle best, and has the tools and information
necessary to address your vehicle concerns. If you should have any questions about this
communication, please contact Audi Customer Experience at 1-800-253-2834 or via our
“Contact Us” page at www.audiusa.com.
If you are the lessor and registered owner of the vehicle identified in this action, the law requires you to 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.
8
19N4 INTERIM USA_(A) NSW
IMPORTANT SAFETY RECALL
To check your vehicle’s eligibility for repair under this or any other recall/service campaign,
please visit the Recall/Service Campaign Lookup tool at www.audiusa.com and enter your
Vehicle Identification Number (VIN).
If you still cannot obtain satisfaction, you may file a complaint with: The Administrator, National
Highway Traffic Safety Administration, 1200 New Jersey Avenue, SE., Washington, DC 20590; or
call the toll-free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153); or go to
http://www.safercar.gov.
We apologize for any inconvenience this matter may cause; however we are taking this action to
help ensure your safety and continued satisfaction with your vehicle.
Sincerely,
Audi Customer Protection
9
IMPORTANT SAFETY RECALL
Audi of America, Inc.
This notice applies to your vehicle:
NHTSA: 18V229
IMPORTANT!
Information about Safety Recall 19N4 – After Run Coolant Pump
THIS RECALL REPAIR IS NOT YET AVAILABLE. We will send another letter as soon as the
recall work can be completed on your vehicle.
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Audi has decided that a defect, which relates to motor vehicle safety, exists in certain 2013-2017
model year Audi vehicles equipped with a 2.0L TFSI gasoline engine. Our records show that you
are the owner of a vehicle affected by this action. At this time, the recall repair is not yet
available; however we anticipate being able to begin recall repairs in late 2018.
Audi of America, Inc.
3800 Hamlin Road
Auburn Hills, MI 48326
+1 800 253 2834
www.audiusa.com
Recall Description: In certain vehicles equipped with a 2.0L TFSI gasoline engine, the electric
coolant pump may experience a short circuit and/or overheat. A short circuit or overheating within
the electric coolant pump may lead to a fire resulting in vehicle or other property damage.
What You Need to Do:
Contact your Audi dealer without delay if the EPC light comes on.
An illuminated EPC light can mean that the coolant pump in your vehicle is blocked. For
FREE, your dealer will diagnose the reason for the EPC light and also replace the
coolant pump for FREE if necessary.
Until Safety Recall 19N4 has been completed on your vehicle, Audi recommends
parking your vehicle outdoors as a precaution.
Contact your dealer or Audi if you have any concerns about your vehicle.
Your authorized Audi dealer knows your vehicle best, and has the tools and information
necessary to address your vehicle concerns. If you should have any questions about this
communication, please contact Audi Customer Experience at 1-800-253-2834 or via our
“Contact Us” page at www.audiusa.com.
To check your vehicle’s eligibility for repair under this or any other recall/service campaign,
please visit the Recall/Service Campaign Lookup tool at www.audiusa.com and enter your
Vehicle Identification Number (VIN).
If you still cannot obtain satisfaction, you may file a complaint with: The Administrator, National
Highway Traffic Safety Administration, 1200 New Jersey Avenue, SE., Washington, DC 20590; or
call the toll-free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153); or go to
http://www.safercar.gov.
If you are the lessor and registered owner of the vehicle identified in this action, the law requires you to 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.
10
19N4 INTERIM USA_(B) SW
IMPORTANT SAFETY RECALL
We apologize for any inconvenience this matter may cause; however we are taking this action to
help ensure your safety and continued satisfaction with your vehicle.
Sincerely,
Audi Customer Protection
11
Dealer Communication
To: DP, GM, CPO, F&I, Parts, Sales, Service, Warranty
From: Audi Customer Protection
IMPORTANT! MANDATORY STOP-SALE - Safety Recall 74D5
MANDATORY STOP-SALE NOTICE
Advance Notice – Safety Recall 74D5 / Passenger Occupant Detection System (PODS)
Date: June 11, 2018
Issue: The Passenger Occupant Detection System (PODS) control module can malfunction due to
stress/wear factors affecting an internal connector or contact resistance increase at body-sensing mat in
the seat.
Should a malfunction occur, vehicle occupants will be alerted of a PODS system problem by illumination
of the airbag monitoring light and by the status of the Passenger Airbag OFF indicator light. In this
situation, a front passenger seat occupant risks injury in a crash because a malfunctioning PODS system
may not make the correct airbag deployment decision for the type of occupant seated there.
Repair:
REPAIR NOT YET AVAILABLE
When parts are available, dealers will install a PODS system repair kit.
Check daily campaign open inventory report or OMD for affected vehicles in inventory.
Precautions: Should a malfunction occur, vehicle occupants will be alerted of a PODS system problem
by illumination of the airbag monitoring light and by the status of the Passenger Airbag OFF indicator
light. In this situation, a front passenger seat occupant risks injury in a crash because a malfunctioning
PODS system may not make the correct airbag deployment decision for the type of occupant seated
there.
Notes:
Vehicles:
2013-2018 MY Audi S6, S7
2012-2018 MY Audi A6, A7
2014-2018 MY Audi RS7
IMPORTANT REMINDER: VEHICLES AFFECTED BY SAFETY & COMPLIANCE RECALLS
New Vehicles in Dealer Inventory: It is a violation of Federal law for a dealer to deliver a new motor
vehicle or any new or used item of motor vehicle equipment (including a tire) covered by this
notification under a sale or lease until the defect or noncompliance is remedied. 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.
Pre-Owned Vehicles in Dealer Inventory: Dealers should not deliver any pre-owned vehicles in their
inventory which are involved in a safety or compliance recall until the defect has been remedied.
For more dealer communications, visit the Communications page on iAudi.
12
Customer Outreach Program
July 3, 2018 – July 31, 2018
Bulletin No: A18UCOP2
Audi of America is pleased to announce a new customer focused program in support of Audi owners
or lessees impacted by recall actions 19N3, 19N4 & 74D5. Eligible customers wishing to purchase a
new vehicle can use this program to support the trade-in and subsequent purchase or lease of a new
Audi vehicle.
Model Year
Eligible Models
Amount
2015 / 2016
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
2017 / 2018
A3 / A6 / A7 / A8 / Q5 / Q7 TDI
A3 Sedan (incl. S3/RS3)
A3 Cabriolet
A3 Sportback e-tron
A4 (incl. S4 & Ultra)
allroad
A5 Coupe (incl. S5 & RS5)
A5 Cabriolet (incl. S5)
A5 Sportback (incl. S5)
A6 Sedan (incl. S6)
A7 Sedan (incl. S7 & RS 7/Perf.)
A8 Sedan (incl. S8 & S8+)
Q3
Q5 / SQ5
Q7
TT Coupe / Roadster (incl. TTS/TTRS)
R8
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
$2,000
Must be new, untitled and unreported – KOS 0,2,3
Fine Print:
•
•
•
•
•
•
•
•
•
•
•
•
Eligible vehicles are identified by Audi of America as subject to the 19N3, 19N4 & 74D5 Safety Recall Campaigns.
Dealer must submit screen print of confirmed eligibility utilizing the recall/campaign check tool found on the Audi USA website (www.audiusa.com).
Only one incentive claim will be paid per eligible VIN.
THIS PROGRAM SUPERCEDES THE NATIONAL LOYALTY PROGRAM. IF THIS PROGRAM IS CLAIMED IT MAY NOT BE COMBINED WITH THE NATIONAL PROGRAM.
Rental car companies, or returning customers that lease from, fleet leasing/management companies or dealer fleet leasing companies are not eligible.
Vehicles must be sold and reported during the same monthly sales period. It is not a requirement to trade-in their current Audi vehicle.
Household members of these qualifying vehicle owner/lessees are also eligible if new vehicle is reported, titled and registered in same household.
For Business Customers, vehicle(s) must be sold, delivered and registered in the name of the business entity and must be properly reported during the
aforementioned program period to be a bona fide customer who may be a buyer or lessee.
This can be combined with Marketing Allowance, Lease Pull-Ahead (LPA), Cash Alternative Program, Contract Employee Purchase Program (CEPP), Dealer Employee
Purchase Program (DEPP), VIP, European Delivery (ED), Affinity Program (AP), AFS Bonus Cash and Standard and Special Rate Programs. All other programs,
including the Owner Appreciation Program, are excluded.
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TSB/Document ID: Communication 19
Replacement Service Bulletin Number:
MFR Communication Date: 2018-07-19
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:OTHER:OWNERS/SERVICE/OTHER MANUAL
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