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Volkswagen Group to give two-year warranty on emissions recall work

Published 10 August 2017

Volkswagen Group has introduced a two-year warranty on vehicles that undergo the emissions update - and it applies to owners who have already had the work carried out.

Volkswagen Group - which is comprised of Volkswagen, Audi, SEAT and Skoda - has put into place a a 24-month warranty for customers who have the emission update carried out.

News of the two-year warranty - called the 'Trust Building Measure' - will be of interest to owners who have found that their car has been negatively affected by the technical fix.

The warranty applies if a customer makes a complaint to an authorised repairer or to the Volkswagen Group and the issue is found to have resulted from the emissions fix.

The warranty was announced in June 2017 and extends to owners whose vehicles have already received the emissions recall. It will cover the car from the date the work was carried out - provided that all other requirements for the 'Trust Building Measure' are met.

It covers vehicles for repairs to 11 components within the exhaust gas recirculation, fuel injection and emissions after treatment systems, within 24-months from the date of the emissions update. However, it only applies to vehicles with a mileage of under 160,000.

The Volkswagen emissions scandal began in September 2015 and affected a total of 1.2 million vehicles in the UK. Volkswagen Group has maintained that the technical measures have no adverse impact on the performance of the vehicles or the durability of the engine and its components.

It says that the Trust Building Measure instead serves to strengthen customer confidence and encourage more customers to have their vehicles updated.

In March 2017, Volkswagen engineers explained to us that out of 480,000 vehicles that had the fix applied, there had only been 3600 complaints. Of these 3600, 60 per cent were noise related and 35 per cent were complaints about poorer fuel economy and EGR problems.

However, here at Honest John, we've received multiple complaints of power loss, broken EGRs, broken injectors, worsening fuel economy and increased noise from customers since the having the emissions fix. No compensation has been awarded to any Volkswagen UK customer, with Volkswagen saying there is 'no legal basis' for payment.

Comments

mhm    on 11 August 2017

I thought that this specifically not a warranty. It is entirely eat VAG's discretion and has no legal standing. Please correct me if I'm wrong.

Also, can somebody please explain why VAG are fixing some vehicles under the terms of this trust building measure, but VAG say they only fix things damaged by the NOx reduction measures. It doesn't make sense.

Ron Barker    on 14 August 2017

My Seat Altea with the 1.6 diesel DSG gearbox ,bought new 6 years ago,72000 on clock,does 55mpg after fix (6months or so ago) 52 mpg before

It has never been driven with a hard foot for accelerator or brakes,and is always properly serviced---but that's true of any car I've ever owned

You will see that I could have some interesting discussions with these complainants-I will say no more than that,but....

   on 14 August 2017

I have written twice to VW asking for a full refund of the cost of replacing the EGR Cooler on my VW Golf, on 4/7/17, having had the EA 189 NOx emissions service action dealt with by an authorised dealer in February 2017 as VW requested, but I still await even an acknowledgement of my first letter or my 2nd letter which was sent recorded delivery to Alison Jones Director of VW at Milton Keynes.
I did get a letter dated July 2017 from Alison Jones saying, and I quote " VW confirms that if a customer makes a complaint to an Authorised dealer or to the VW Group in respect of a failure of the EGR after treatment within 24 months... VW would consider the complaint very carefully and if such complaint was established to have arisen as a result of the implementation of the technical measures, then VW will act responsibly and swiftly..."

I assume that VW is inundated with complaints so I will give them another 14 days before I consider using the Small Claims Court Procedure to get my £763 back. Have any of your readers had to resort to the Small Claims Court to provoke some positive response from VW regarding this matter?

Honestjohn    on 6 September 2017

Small Claims is what we recommend if the cost of replacement is not forthcoming. This 'Trust Building Offer' came after the implementation of most of the fixes so should be retrospective. We have been suggesting that VAG funded the replacement costs of EGR valves on 1.6TDI for many years, long before the NOx emissions scandal broke. There have been an excessively high level of failures of this component on EA189 1.6TDIs.

HJ

   on 14 August 2017

I have owned a seat altea xl 1.6 se dsg for 5 years plus and as soon as the fix was done my engine has not run correctly, it has stalled in the middle of junctions leaving me unable to restart, as it lost power and would not start again which resulted in me having to let the car roll back to the side of the road whilst busy traffic was trying to pass and leave for a minute or so before it started after several attempts, this has happened a few times now, it also jumps and judders from starting the engine, if I rev the engine before putting in gear it does reduce the judder and jumping quite considerably this also greatly improved by using the high grade diesel which I read about on this site.On returning to the dealer that carried out the fix they told me that the jumping and judder was due to my clutch going, so I then took the vehicle to an automatic gearbox specialist that took me and my car out on a test run with the electronics plug in and drove my car erratically to test the gearbox and their conclusion was that there was no gearbox problem. My partner used to drive my car, but since the fix she now refuses to drive the car as she doesn't feel safe driving it. As the car had less than 45000 miles on the clock and it never had the stalling, jumping and judders before the fix I did agree, so after this I contacted Seat customer service and I use these words sparingly because after several calls of complaints denied it was a call back but a courtesy call in, and after Seat service contacting the dealer, came back with the clutch story which has blighted my car for resale because Seat said my clutch is defective without any technical evidence only a quick drive without out me in the car if only they had told me I would not have let them touch my car because the fix has certainly fixed my car for the worse. Now the VAG group bring some sort of warranty out to cover the fix. Why would they do this if there was no problem with the fix......sort of tells me that there is a problem with what this fix has created. I also have had complete strangers contact me on facebook with exactly the same symptoms with their DSG diesels....but Seat customer service wiped their hands of it and denied the problems......would this have happened if I lived in the USA......I think not....then Seat sales contact me to get me to buy another Seat............that is not going to happen due to Seat customer service treating me like a fool......

   on 1 November 2017

I own a soda octavia vrs that had the fix done I'm now on to my second EGR cooler in two years. Skoda have said that this part is covered as part of the new warranty and obviously know that their fix is causing these parts to fail. When you try to have them fix the problems they have caused they hide behind the fact you don't have a full skoda service history every 10000 miles. I have had a service every year at other garages but apparantly not good enough.

Very poor form. At least America stood up for the little man and took the company's to task.....

Kau    on 2 November 2017

I had my fix in Jan 2017 and EGR failed today -- I need to take this to the garage straightaway; can I raise it with the Dealers about this straightaway or I have to pay for the repair and try and get a refund?

   on 23 November 2017

Had my egr fail on 170bhp Tiguan last week, VW have confirmed this and are replacing free of charge.
had the car serviced in June and VW applied the fix at the same time, I didn't ask for it to happen and would like the car ecu returned to the old settings. What's the chance of this happening.

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