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: 64C9
Subject: 2012 – 2013 MY Volkswagen Beetle
Front Window Motors
Problem Description
Some Beetle customers have reported problems with the
operation of the front windows in their vehicle. We have
identified the window motors installed in production as the
cause of these problems.
Corrective Action
Install improved front window motors.

(course number 449324) on this new program should do
so as soon as possible.
•

Please refer to the dealer letter and Campaign Data
Sheet for information regarding the Completion
Factor/Replacement Rate for your targeted allocation
calculations.

•

If additional parts are required for critical cases, please
contact the Parts Specialists at 800-767-6552.

VINs & Production Dates of Affected Vehicles
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.

U.S.A.
3VW_ _ _AT_CM500171 – 3VW_ _ _AT_DM621134
Production dates: February 17, 2011 – August 29, 2012

Canada
3VW_ _ _AT_CM600127 – 3VW_ _ _AT_DM616908
Production dates: May 30, 2011 – August 31, 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.

Allocation Report of Affected Vehicles
Electronic allocation lists will be posted under My Dealership
Reports on www.vwhub.com on or about January 09, 2013. A
list will not be posted for dealers who have no affected
vehicles.
Parts Information and Allocation
• Parts allocation will take place prior to customer
notification.
•

The Targeted Allocation program will be used in support
of this campaign. Dealers who have not yet completed
the targeted allocation web-based training module

January 09, 2013

Owner Notification Mailing
Customer notification will take place on or about January 09,
2013. Sample copies of the owner letters are enclosed.
Campaign Expiration Date
• This action expires on January 31, 2015. Dealers
should keep this expiration date in mind when
scheduling customers for this action.
•

Vehicles inspected/repaired under this action must
have this service completed on or before January 31,
2015 to be eligible for payment.

•

Inspections/repairs performed after January 31, 2015
will not be eligible for payment under this action.

Campaign Completion Labeling Guidelines
Vehicles repaired under this action must be identified with a
campaign completion label (CAMP 010 000). Labels can be
ordered at no cost online via the Compliance Label Ordering
portal at www.vwhub.com.
Claim Entry Procedure
U.S. Dealers Only:
• For inventory vehicles repaired prior to January 9,
2013, refer to UPDATE 64C7 claiming instructions
found in ServiceNet. These claims must be entered on
or before January 30, 2013 to be eligible for payment.
• Vehicles repaired on or after January 9, 2013 must use
the claiming instructions found in this circular.
ALL Dealers:
• 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.

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.
January 2013

64C9/W5 Page 1 of 18

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

64C9
0099

This note applies to U.S. Dealers Only:
Important information for inventory vehicles repaired
prior to January 9, 2013 under UPDATE 64C7

Parts Manufacturer
Removed part: Use vendor code YUZ

For inventory vehicles repaired prior to January 9, 2013,
refer to the UPDATE 64C7 claiming instructions found in
ServiceNet. These claims must be entered on or before
January 30, 2013 to be eligible for payment.

Claim Type
Sold vehicle = 7 10
Unsold vehicle = 7 90
Accounting Instructions
Criteria I.D. 01

Inspect driver & passenger side window motors. Updated motors present on BOTH SIDES. No
further work required.
Repair operation:

0183 00 99

20 TU

-- OR –
Inspect driver & passenger side window motors. Install two new window motors.
Repair operation:

6454 56 99

Quantity

100 TU
Part Number

Part Description

1

6R0 959 801AP Z01

Driver side Window Motor

1

6R0 959 802BC Z01

Passenger Side Window Motor

D 195 800 A1

Loctite® Formula 480

.01

Loaner Vehicle Claiming Information – USA and Canada
Outside material:
Description

Amount

Loaner

$35 (maximum)
There is NO reimbursement for vehicle wash!

If customer refused repairs

Fax the repair order to the warranty team at (248) 754-4734 (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.
January 2013

64C9/W5 Page 2 of 18

Customer Letter Example (United States)

Subject:

Service Action 64C9/W5 – Front Window Motors
2012-2013 Model Year Volkswagen Beetle

Dear ,
As a valued Volkswagen Beetle customer, your satisfaction is our utmost priority. We are writing to you today
about how we intend to address/prevent an issue that some customers have experienced with the front
windows on their vehicles.
What is the issue?

Some Beetle customers have reported problems with the operation of the front
windows in their vehicle. We have identified the window motors installed in
production as the cause of these problems.

What will we do?

Your authorized Volkswagen dealer will install improved front window motors on
your Beetle at no cost to you. On average, this repair will take about four hours to
complete. Please note that this repair will be available for you free of charge
only until January 31, 2015. After that, any remaining applicable warranty will
apply.

What should you do?

In order to limit any possible inconvenience, please contact your authorized
Volkswagen dealer as soon as possible to schedule your repair. This will allow your
dealer time to plan ahead and ensure that the required parts are available for your
vehicle on your scheduled appointment date.

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 you have any questions regarding this repair, please contact us at:
Volkswagen of America, Inc.,
Attn: Customer CARE (64C9/W5)
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 Volkswagen Beetle 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.
January 2013

64C9/W5 Page 3 of 18

Customer Letter Example (CANADA)
Customer Letter Example (CANADA)

Subject:

Service Action 64C9/W5 – Front Window Motors
2012-2013 Model Year Volkswagen Beetle

Dear ,
As a valued Volkswagen Beetle customer, your satisfaction is our utmost priority. We are writing to you today
about how we intend to address/prevent an issue that some customers have experienced with the front
windows on their vehicles.
What is the issue?

Some Beetle customers have reported problems with the operation of the front
windows in their vehicle. We have identified the window motors installed in
production as the cause of these problems.

What will we do?

Your authorized Volkswagen dealer will install improved front window motors on
your Beetle at no cost to you. On average, this repair will take about four hours to
complete. Please note that this repair will be available for you free of charge
only until January 31, 2015. After that, any remaining applicable warranty will
apply.

What should you do?

In order to limit any possible inconvenience, please contact your authorized
Volkswagen dealer as soon as possible to schedule your repair. This will allow your
dealer time to plan ahead and ensure that the required parts are available for your
vehicle on your scheduled appointment date.

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 you have any questions regarding this repair, please contact us at:
Volkswagen Canada
Attn: Customer Relations (64C9/W5)
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 Volkswagen Beetle 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.
January 2013

64C9/W5 Page 4 of 18

Campaign Work Procedure

64C9 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 Parts:
Quantity

Part Number

Part Description

1

6R0 959 801AP Z01

Window Lifter Motor (Driver’s Side)

1

6R0 959 802BC Z01

Window Lifter Motor (Passenger’s Side)

.01

D 195 800 A1

Loctite® Formula 480

1

CAMP 010 000

Campaign Completion Label

Important Information Regarding Loctite® 480:
•
•
•

It is imperative that this item is stored between 2ºC and 8ºC (consult MSDS for specific details).
Storing this item at room temperature can adversely affect product properties.
Loctite® Formula 480 was specifically selected for this application. ONLY Loctite® formula 480
may be used for this repair. Any generic red/blue Loctite® (or equivalent) used for other repairs
will not work for this application.
Each bottle contains enough adhesive to service 250 vehicles.

Required Tools:

•

3409 – Trim Removal Wedge

•

T10383 – Wedges

•

VAS 5051 – Vehicle Diagnosis, Testing & Info.
System (or equivalent)

•

VAG1783 - Torque Wrench, 2-10 Nm
(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. 2013 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2013

64C9/W5 Page 5 of 18

Work Procedure:

Tip:
If Campaign Completion Label is
present, no further work required.
Section A – Identify Criteria and Check for
Open Status
•

Enter the VIN in ElsaWeb and proceed to
the “Campaign/Action” screen.

Section A – Identify Criteria and Check for
Open Status

•

Tip: On the date of repair, print this
screen and keep a copy with the
repair order.
Enter the VIN in ElsaWeb and proceed to
the “Campaign/Action” screen.

⇐ Ensure that the Status is “Open” .
⇐ Note the Applicable Criteria ID
for use in determining the correct work to
be done and associated parts.
Continue to Section B
Section B – Check for Previous Repair
•

Connect the VAS tester to the vehicle and
turn the ignition on (15 power).
• Start “Vehicle Self Diagnosis”.
• Select “09-Electronic central electronics”.
• Select “002-Identification”.
• Select “002.01-Control module
identification”.
• Select “Master”.
⇐ Details for both door modules are displayed
on the screen .
• Scroll down so the screen displays the
information for both door modules.