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: 19J5
Subject:

2012 and 2013 MY Golf R
Coolant Pump

Problem Description
Some customers of 2012 and 2013 model year Golf R
vehicles have reported engine compartment noise and
hard start issues with their vehicles. Volkswagen has
determined that the coolant pump is the source of these
concerns.
Corrective Action
Replace the coolant pump.
Affected Vehicles
U.S.A.:
2012 and 2013 MY Golf R
CANADA:
2012 MY Golf R
Verify the open Campaigns/Actions screen in Elsa to determine if
the VIN# applies to this Campaign/Action
NOTE:
•

•

•
•

Elsa is the only valid campaign inquiry/verification source. Check
Elsa 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 Elsa, contact Warranty
before proceeding further, e.g. a dealer may have recently
performed this repair but not yet entered a claim for it in the
system.
Elsa 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.

March 18, 2014
Owner Notification Mailing
On or about March 18, 2014 the customer mailing will
take place. A sample copy of the owner letter is
enclosed.
Service Action Expiration Date
• This service action will be available for customers
free of charge only until March 31, 2016. Vehicles
repaired under this action must have this service
completed on or before March 31, 2016 to be eligible
for payment.
• Inspections/repairs performed after March 31,
2016 will not be eligible for payment. Dealers
should 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.
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.

Inventory Vehicle Open Campaign/Action Report
(VIM)
On or about March 18, 2014, affected vehicles will be
listed on the Inventory Vehicle Open Campaign Action
report under My Dealership Reports (found on
www.vwhub.com & VIM). A list will not be posted for
dealers who do not have any affected vehicles.
Parts Information and Allocation
There will be no parts allocation for this action. Parts
will be available on upper order limits. Please submit
your requests via e-mail to upperorderlimits@vw.com.
If you have questions regarding parts, please contact
the Parts Helpline at 800-767-6552.

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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 1 of 33

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 Elsa. Claims will only be paid for vehicles that
show this campaign open in Elsa on the day of the repair. To help ensure prompt and proper payment, attach
the screen print to the repair order.

Saga Claim Entry Procedure
Check Elsa to determine if this campaign is open.
Service No.:
Damage Code:

19J5
0099

Parts Manufacturer
Removed part: Use vendor code WWO
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria 01 – Replace coolant pump.
Repair operation:
Quantity

1950 55 99

285 T.U.

Part Number

Part Description

1

06F121011

Coolant pump *

2

N10552402

Upper Engine Mount Bolt

1

N91029602

Upper Engine Mount Bolt

2

N01950213

Upper Engine Mount Bolt

1

N90596906

Upper Engine Mount Bolt

1

N91167101

Lower Engine Mount Bolt

1

N91066101

Lower Engine Mount Bolt

1

N10558002

Lower Engine Mount Bolt

1

G013A8J1G

G13 Coolant – 1 Gallon Concentrate

6

N91143901

M8x16 Vibration Damper Bolt

1

3C0131483

Clamp

*Causal Indicator: Select coolant pump as causal part
There is NO reimbursement for Vehicle Wash or Loaner
If customer refused repairs
U.S. dealers: Submit the request through WISE under the Campaigns/Update/Recall Closure option.
Canadian dealers: Fax the Repair Order to Warranty at (905) 428-4811 and provide 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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 2 of 33

Customer Letter Example (USA)

This notice applies to your vehicle:

Subject:

Service Action 19J5
2012-2013 Model Year Golf R
Coolant Pump

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 some 2012-2013 model year Golf R vehicles. Our records show that you are the
owner of a vehicle affected by this action.
What is the issue?

Some customers have reported engine compartment noise and hard start issues with
their vehicles. Volkswagen has determined that the coolant pump is the source of
these concerns.

What will we do?

Your authorized Volkswagen dealer will replace the coolant pump in your vehicle.
This work will take about three hours to complete and will be performed for you free
of charge. Please note that this repair will be available for you free of charge only until
March 31, 2016. After that, any remaining applicable warranty will apply.
IMPORTANT!
This repair affects the engine/engine compartment of your vehicle. If
aftermarket modifications to these areas are present, they must be addressed
at customer responsibility before this service action can be performed.

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.

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,
the enclosed form explains how to request reimbursement. We would be pleased to
review your reimbursement request.

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, please call or write to:
Volkswagen of America, Inc.,
Attn: Customer CARE (19J5/5V)
3800 Hamlin Road, Auburn Hills, MI 48326
1-800-893-5298
www.vw.com

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. 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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 3 of 33

Customer Letter Example (CANADA)

This notice applies to your vehicle:

Subject:

Service Action 19J5
2012 Model Year Golf R
Coolant Pump

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 some 2012 model year Golf R vehicles. Our records show that you are the owner of
a vehicle affected by this action.
What is the issue?

Some customers have reported engine compartment noise and hard start issues with
their vehicles. Volkswagen has determined that the coolant pump is the source of
these concerns.

What will we do?

Your authorized Volkswagen dealer will replace the coolant pump in your vehicle.
This work will take about three hours to complete and will be performed for you free
of charge. Please note that this repair will be available for you free of charge only until
March 31, 2016. After that, any remaining applicable warranty will apply.
IMPORTANT!
This repair affects the engine/engine compartment of your vehicle. If
aftermarket modifications to these areas are present, they must be addressed
at customer responsibility before this service action can be performed.

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.

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,
the enclosed form explains how to request reimbursement. We would be pleased to
review your reimbursement request.

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, please call or write to:
Volkswagen Canada
Attn: Customer Relations (19J5/5V)
PO Box 842, Stn. A
Windsor, ON N9A 6P2
1-800-822-8987
www.vw.ca

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. 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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 4 of 33

Campaign Work Procedure

19J5 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 Tools:
•

10-222A – Engine Support Bridge

Note: Contains sub components as
follows:
1,/2,/3,/4,/5,/6,/7,/8,/11,/017(hold
er), /021 (long rod), /022
(spindle), / 24 (screw for
bracket), /025 (bracket), /27.

•

10-222A/3 – Engine Support 3

•

10-222A/8 – Engine Support Feet

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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 5 of 33

•

T10339 – Engine Support Bracket

•

10-222A/10 – Bracket with Spindle and
Hook

•

10-222A/18 – Engine Support 18

•

T10346 – Gearbox Bracket

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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 6 of 33

•

VAS6096 – Cooling System Charge Kit

•

VAG 1274/8 – Cooling System Tester
Adapter

•

T10007A – Refractometer

•

VAS6340 – Hose Clip Pliers

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. 2014 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
March 2014

19J5/5V Page 7 of 33

•

VAG1331 – Torque Wrench 1331 5-50Nm
(or equivalent)

•

VAG1783 – Torque Wrench 1783 2-10Nm
(or equivalent)

Required Parts:
Quantity

Part Number

Part Description

1

06F121011

Coolant pump

2

N10552402

Upper Engine Mount Bolt

1

N91029602

Upper Engine Mount Bolt

2

N01950213

Upper Engine Mount Bolt

1

N90596906

Upper Engine Mount Bolt

1

N91167101

Lower Engine Mount Bolt

1

N91066101

Lower Engine Mount Bolt

1

N10558002

Lower Engine Mount Bolt

1

G013A8J1G

G13 Coolant – 1 Gallon Concentrate

6