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.

Emissions Service Action
Code: 24Y7
Subject:

2011-2012 Routan with 3.6L engine
PCM Software Update

Problem Description
Some customers with Routan vehicles built through
January 31, 2012 may complain of harsh 1-3 upshifts
when operating the vehicle in the economy (ECO) mode.
Additionally, Routan vehicles built from January 31,
2012 through September 25, 2012 may have an error in
the torque management software that causes some
shifts to skip torque management and apply more
pressure to the clutch than intended. These issues can
cause stored fault codes within the powertrain control
module (PCM). If this happens, your vehicle may not
pass an IM (emissions) inspection.
Corrective Action
Update software in powertrain control module (PCM).
VIN Ranges & Production Dates
NOTE:
•

•

•
•

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

2011 – 2012 Routan
U.S.A.
2V4R___G_BR621789 - 2C4R___G_CR425164
Production date: December 08, 2010 – August 03, 2012

Canada

May 01, 2013
Allocation Report of Affected Vehicles
Electronic allocation lists will be posted under My
Dealership Reports on the VW Hub on or about May 01,
2013. A list will not be posted for dealers who have no
affected vehicles.
Owner Notification Mailing
On or about May 01, 2013 the customer mailing will take
place. A sample copy of the owner letter is enclosed.
Requirements for Emissions Campaigns Having
Customer Notification (CALIFORNIA ONLY)
The California Air Resources Board and the Department
of Motor Vehicles (DMV) 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). Certificates can be ordered at no cost
online via the Compliance Label Ordering portal at
www.vwhub.com.
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.
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
ElsaWeb. Claims will only be paid for vehicles that show
this campaign open in ElsaWeb on the day of the repair.
To help ensure prompt and proper payment, attach the
screen print to the repair order.

2V4R___G_BR621665 - 2C4R___G_CR393358
Production date: December 16, 2010 – July 02, 2012
NOTE: The VIN range is a general range of vehicles that may be
included in the Campaign. Not every vehicle within the VIN range may
be included since it may depend on the production date, transmission
or engine build date. Always verify ElsaWeb for campaign eligibility on
a vehicle.

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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 1 of 18

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

24Y7
0099
CRM2033248 (Required for Routan)

Parts Manufacturer
Removed part: Use vendor code USM
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria 01
Check software level; updated software level present, no action required
Repair operation:

0183 00 99

40 T.U.

OR
Check software level; perform PCM software update
Repair operation:

2470 25 99

40 T.U.

There is NO reimbursement for Vehicle Wash or Loaner
If customer refused repairs

Fax the Repair Order to the warranty team at (248) 754-6501 (U.S) and (905) 428-4811 (CAN). Provide
the 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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 2 of 18

Customer Letter Example (United States – 49 states)

Vehicle Identification Number (VIN):
Subject:

Emissions Service Action 24Y7/W7 – PCM Software Update
2011-2012 Model Year Volkswagen Routan with 3.6L Engine

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 on some 2011-2012 model year Volkswagen Routan vehicles. Our
records show that you are the owner of a vehicle affected by this action.
What is the issue?

Some customers with Routan vehicles built through January 31, 2012 may
complain of harsh 1-3 upshifts when operating the vehicle in the economy
(ECO) mode. Additionally, Routan vehicles built from January 31, 2012
through September 25, 2012 may have an error in the torque management
software that causes some shifts to skip torque management and apply
more pressure to the clutch than intended. These issues can cause stored
fault codes within the powertrain control module (PCM). If this happens,
your vehicle may not pass an IM (emissions) inspection.

What will we do?

Your authorized Volkswagen dealer will update the software in the
powertrain control module (PCM). This work will take less than one hour to
complete and will be performed for you free of charge.
IMPORTANT!
Please note that if the PCM 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 PCM to original factory specifications is NOT
covered under this action.

What should you do?

In order to limit any possible inconvenience, please contact your authorized
Volkswagen dealer as soon as possible to schedule this software update.

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 you have any questions regarding this repair, please contact us at:
Volkswagen of America, Inc.,
Attn: Customer CARE (24Y7/W7)
3800 Hamlin Road, Auburn Hills, MI 48326
1-800-893-5298

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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 3 of 18

Customer Letter Example (United States – California)

Vehicle Identification Number (VIN):
Subject: Emissions Service Action 24Y7/W7 – PCM Software Update
2011-2012 Model Year Volkswagen Routan with 3.6L Engine
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 on some 2011-2012 model year Volkswagen Routan vehicles. Our records show that you are the owner of a
vehicle affected by this action.
What is the issue?

Some customers with Routan vehicles built through January 31, 2012 may complain
of harsh 1-3 upshifts when operating the vehicle in the economy (ECO) mode.
Additionally, Routan vehicles built from January 31, 2012 through September 25,
2012 may have an error in the torque management software that causes some shifts
to skip torque management and apply more pressure to the clutch than intended.
These issues can cause stored fault codes within the powertrain control module
(PCM). If this happens, your vehicle may not pass an IM (emissions) inspection.

What will we do?

Your authorized Volkswagen dealer will update the software in the powertrain control
module (PCM). This work will take less than one hour to complete and will be
performed for you free of charge.
IMPORTANT!
Please note that if the PCM 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
PCM to original factory specifications is NOT covered under this action.

What should you do?

In order to limit any possible inconvenience, please contact your authorized
Volkswagen dealer as soon as possible to schedule this software update.

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.

Important information for California regulations require that this campaign be completed prior to the time you
California Vehicle Owners renew your vehicle registration. Therefore, please make sure that this campaign is
completed prior to the renewal of your vehicle registration, and that you furnish
– California Regulations
proof of completion to the Department of Motor Vehicles (DMV) 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 DMV, unless requested.
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 you have any questions regarding this repair, please contact us at:
Volkswagen of America, Inc.,
Attn: Customer CARE (24Y7/W7)
3800 Hamlin Road, Auburn Hills, MI 48326
1-800-893-5298

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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 4 of 18

Customer Letter Example (CANADA)

Vehicle Identification Number (VIN):
Subject:

Emissions Service Action 24Y7/W7 – PCM Software Update
2011-2012 Model Year Volkswagen Routan with 3.6L Engine

Dear Volkswagen Owner,
As part of Volkswagen's ongoing commitment to our environment, and in cooperation with Environment Canada,
we are informing you of our decision to conduct an emissions service action on some 2011-2012 model year
Volkswagen Routan vehicles. Our records show that you are the owner of a vehicle affected by this action.
What is the issue?

Some customers with Routan vehicles built through January 31, 2012 may
complain of harsh 1-3 upshifts when operating the vehicle in the economy
(ECO) mode. Additionally, Routan vehicles built from January 31, 2012
through September 25, 2012 may have an error in the torque management
software that causes some shifts to skip torque management and apply
more pressure to the clutch than intended. These issues can cause stored
fault codes within the powertrain control module (PCM). If this happens,
your vehicle may not pass an IM (emissions) inspection.

What will we do?

Your authorized Volkswagen dealer will update the software in the
powertrain control module (PCM). This work will take less than one hour to
complete and will be performed for you free of charge.
IMPORTANT!
Please note that if the PCM 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 PCM to original factory specifications is NOT
covered under this action.

What should you do?

In order to limit any possible inconvenience, please contact your authorized
Volkswagen dealer as soon as possible to schedule this software update.

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 you have any questions regarding this repair, please contact us at:
Volkswagen Canada
Attn: Customer Relations (24Y7/W7)
PO Box 842, Stn. A
Windsor, ON N9A 6P2
1-800-822-8987

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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 5 of 18

Campaign Work Procedure

24Y7 Emissions 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:

•

StarMOBILE Diagnostic Tool

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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
May 2013

24Y7/W7 Page 6 of 18

Work Procedure

Tip: If Campaign Completion label is
present, no further work is required

Section A – Check for Previous Repair
•

Enter the VIN in ElsaWeb 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 parts associated

Tip: Make sure StarMOBILE diagnostic
device has a minimum software level of