Customer Satisfaction Campaign
Code: 91N9
Subject
Release Date
Affected Vehicles

MIB2 MQB Radio (Modular Infotainment System) Software
February 05, 2016
U.S.A. Only: Certain 2016 MY Volkswagen Vehicles with the MIB2 MQB Radio
(Modular Infotainment System)
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.


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.

UPDATE Code 91N9

Update 91N9 is now a Customer Satisfaction Campaign with customer notification.

Problem Description

This customer satisfaction campaign has been proactively released to prevent one or more of
the following infotainment-related symptoms:
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•
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•
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•
•
•
•
•
•
•

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Corrective Action
Code Visibility

App-Connect malfunctions or is inoperative
Infotainment display goes blank or dark
Infotainment system freezes or reboots
Infotainment system turns off without input
Display screen turns blue with “Emergency Download” error message displayed
Bluetooth is unavailable or inoperative
Navigation system malfunctions or is inoperative
Voice Recognition malfunctions or is inoperative
Settings in menu are not stored or missing
Audio source changes without input after key cycle
SD card malfunctions or is inoperative
Loss of paired Bluetooth device
Language settings change without input
Loss of radio presets
Announcement volume changes or fluctuates without input
Loss of audio output

Perform software update to bring system up to current production standards.
On or about February 05, 2016 affected vehicles will be listed on the Inventory Vehicle Open
Campaign Action report under My Dealership Reports (found on www.vwhub.com & OMD Web).
A list will not be posted for dealers who do not have any affected vehicles.
On or about February 05, 2016 this campaign code will show open on affected vehicles in Elsa.
On or about February 05, 2016, 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 in February 2016. Owner letter examples are included in this
bulletin for your reference.

Campaign Expiration
Date

This campaign expires on December 31, 2018. 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.

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. 2016 Volkswagen Group of America, Inc. All Rights Reserved.
February 2016

91N9/7X Page 1 of 12

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 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. 2016 Volkswagen Group of America, Inc. All Rights Reserved.
February 2016

91N9/7X Page 2 of 12

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.
Service Number

91N9

Damage Code

0099

Parts Vendor Code

3ME

Claim Type

Sold vehicle: 7 10
Unsold vehicle: 7 90

Causal Indicator
Vehicle Wash/Loaner
Criteria I.D.

Mark labor as causal part
Do not claim wash/loaner under this action
01 or 02
Updated software installed, no further work required
Labor operation:
0183 00 99
-ORInfotainment module software update

10 T.U.

Labor operation:

40 T.U.

9130 25 99
-AND9130 26 99

Time stated on diagnostic
protocol (maximum 70 T.U.)

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. 2016 Volkswagen Group of America, Inc. All Rights Reserved.
February 2016

91N9/7X Page 3 of 12

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

Customer Satisfaction Campaign 91N9 - MIB2 MQB Radio (Modular Infotainment System) Software
Certain 2016 MY Volkswagen Vehicles with the MIB2 MQB Modular Infotainment System

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to customer satisfaction, we are informing you of our decision to conduct a customer
satisfaction campaign on certain 2016 MY Volkswagen Vehicles with the MIB2 MQB Radio (Modular Infotainment System). Our
records show that you are the owner of a vehicle affected by this action.
What is the issue?

This customer satisfaction campaign has been proactively released to prevent one or more of the
following infotainment-related symptoms:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•

App-Connect malfunctions or is inoperative
Infotainment display goes blank or dark
Infotainment system freezes or reboots
Infotainment system turns off without input
Display screen turns blue with “Emergency Download” error message displayed
Bluetooth is unavailable or inoperative
Navigation system malfunctions or is inoperative
Voice Recognition malfunctions or is inoperative
Settings in menu are not stored or missing
Audio source changes without input after key cycle
SD card malfunctions or is inoperative
Loss of paired Bluetooth device
Language settings change without input
Loss of radio presets
Announcement volume changes or fluctuates without input
Loss of audio output

What will we do?

Your authorized Volkswagen dealer will install software to update the infotainment system to
current production standards. This work will take up to two hours to complete and will be
performed for you free of charge.

What should you do?

In order to limit any possible inconvenience, please contact your authorized Volkswagen dealer
as soon as possible to schedule this service. 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. For your convenience, you can also visit www.vw.com and click on the “Owners” link
to locate a dealer near you and schedule this service online.
This customer satisfaction campaign will be available for you free of charge only until December
31, 2018. If you wish to have this service performed after that date, your dealer’s normal 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.

Reimbursement of
Expenses

If you have previously paid for repairs relating to the condition 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 10PM EST and
Saturday from 9AM to 5PM EST, or 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 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. 2016 Volkswagen Group of America, Inc. All Rights Reserved.
February 2016

91N9/7X Page 4 of 12

Campaign Work Procedure

91N9 Customer Satisfaction Campaign

ATTENTION!
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.

Required Tools

•

VAS6150C – Diagnostic Tester (or
equivalent)

•

VAS5054A – Remote Diagnosis Head (or
equivalent)

•

GRX3000VAS – Battery Tester/Charger (or
equivalent)

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. 2016 Volkswagen Group of America, Inc. All Rights Reserved.
February 2016

91N9/7X Page 5 of 12

•

SW0613UD

SD cards may be ordered from the Volkswagen
Technical Literature Ordering Center at
www.vw.techliterature.com.

Work Procedure

TIP

If Campaign Completion label is present,
no further work is required.
Section A – Check for Previous Repair
•

Enter the VIN in Elsa 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