Service Action – USA Only
Code: 91X9
Subject
Release Date
Affected Vehicles

Car-Net® Button Array
July 29, 2020

Country

Beginning
Model
Year

Ending
Model
Year

Vehicle

USA

2019

2019

TIGUAN

Vehicle
Count
12,792

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 only 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.

On certain vehicles, the Car-Net button array was not enabled.

Corrective Action

Enable Car-Net button array.

Parts Information

No parts required.

Code Visibility

On or about July 29, 2020, the campaign code will be applied to affected vehicles.

Owner Notification

Owner notification will take place in July 2020. Owner letter examples are included in this
bulletin for your reference.

Campaign Expiration
Date

This campaign expires on December 31, 2022. Repairs must be performed on or before this
date to be eligible for payment. Keep this expiration date in mind when scheduling customers
for this action. If a customer wishes to have this service performed after the expiration date,
your dealerships normal parts and labor cost associated with this repair will apply.

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.
Dealers must ensure that every affected inventory vehicle has this campaign completed before
delivery to consumers.
Fill out and affix Campaign Completion Label (CAMP 010 000) after work is complete.
Labels can be ordered at no cost 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. 2020 Volkswagen Group of America, Inc. All Rights Reserved.
July 2020
Form No. F_3.4_AHQ-CP-C_046 Rev. 1.0

91X9 Page 1 of 11

Claim Entry Instructions
The labor times listed here may differ from the labor operations and labor times listed in ELSA.
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.
Service Number

91X9

Damage Code

0099

Parts Vendor Code
Claim Type

WWO
Sold vehicle: 7 10
Unsold vehicle: 7 90

Causal Indicator
Vehicle Wash/Loaner

Mark labor as causal
Do not claim wash/loaner under this action
Loaner/rental coverage cannot be claimed under this action. However, loaner/rental
may be covered under the mobility program. Please refer to the Volkswagen Warranty
Policy and Procedures Manual for loaner claims information and reimbursement
details.

Criteria I.D.

X1 or X2

LABOR
Labor Op

Time Units

Description

2706 89 50

10

Connect battery charger

9193 25 99

Time stated on
diagnostic protocol
(up to 40 TU)

Perform software configuration test plan

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. 2020 Volkswagen Group of America, Inc. All Rights Reserved.
July 2020
Form No. F_3.4_AHQ-CP-C_046 Rev. 2.0

91X9 Page 2 of 11

Customer Letter Example (USA) - NOT GIFT CARD ELIGIBLE (Criteria X2)
This notice applies to your vehicle: ,
Subject:

Service Action 91X9 – Car-Net® Button Array

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to customer satisfaction, we are informing you of our decision to
conduct a service action on certain 2019 Volkswagen Tiguan vehicles. Our records show that you are the owner
of a vehicle affected by this action.
What is the issue?

On certain vehicles, the Car-Net button array was not enabled at the factory.

What will we do?

Your authorized Volkswagen dealer will enable the Car-Net button array. 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.

What should you do?

Please contact your authorized Volkswagen dealer as soon as possible to schedule
this service. To set up an appointment online, please visit www.vw.com/find-a-dealer.
This service action will be available for you free of charge only until December 31,
2022. If you wish to have this service performed after that date, your dealer’s normal
parts and labor cost associated with this repair will apply.

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.

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 reach out to us using your preferred method of communication
at www.vw.com/contact or by calling us at 800-893-5298.

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 visit www.vw.com/owners/recalls and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool.

We apologize for any inconvenience this matter may cause; however we are taking this action 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 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. 2020 Volkswagen Group of America, Inc. All Rights Reserved.
July 2020
Form No. F_3.4_AHQ-CP-C_046 Rev. 2.0

91X9 Page 3 of 11

Customer Letter Example (USA) - GIFT CARD ELIGIBLE (Criteria X1)
This notice applies to your vehicle: ,
Subject:

Service Action 91X9 – Car-Net® Button Array

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to customer satisfaction, we are informing you of our decision to
conduct a service action on certain 2019 Volkswagen Tiguan vehicles. Our records show that you are the owner
of a vehicle affected by this action.
What is the issue?

On certain vehicles, the Car-Net button array was not enabled at the factory.

What will we do?

Your authorized Volkswagen dealer will enable the Car-Net button array. 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 the future, a customer satisfaction gift card program will be implemented. If you are
eligible for this program, you will be notified via mail as soon as it is available. If you
have any questions about the gift card program, please contact Volkswagen Customer
CARE; please do not contact your dealer.

What should you do?

Please contact your authorized Volkswagen dealer as soon as possible to schedule
this service. To set up an appointment online, please visit www.vw.com/find-a-dealer.
This service action will be available for you free of charge only until December 31,
2022. If you wish to have this service performed after that date, your dealer’s normal
parts and labor cost associated with this repair will apply.

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.

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 reach out to us using your preferred method of communication
at www.vw.com/contact or by calling us at 800-893-5298.

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 visit www.vw.com/owners/recalls and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool.

We apologize for any inconvenience this matter may cause; however we are taking this action 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 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. 2020 Volkswagen Group of America, Inc. All Rights Reserved.
July 2020
Form No. F_3.4_AHQ-CP-C_046 Rev. 2.0

91X9 Page 4 of 11

Repair Overview

•

Perform software configuration for the
infotainment control module.

NOTE
•

These repair instructions may differ from the labor operations and labor times listed in ELSA.

•

Damages resulting from improper repair or failure to follow these work instructions are the dealer’s
responsibility and are not eligible for reimbursement under this action.

•

This procedure must be read in its entirety prior to performing the repair.

•

Due to variations in vehicle equipment and options, the steps/illustrations in this work procedure may not
identically match all affected vehicles.

•

Diagnosis and repair of pre-existing conditions in the vehicle are not covered under this action.

•

When working during extreme temperatures, it is recommended that the vehicle be allowed to acclimate
inside the shop to avoid temperature-related component damage/breakage.

Required Tools