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Go Back   TDIClub Forums > VW TDI Discussion Areas > Dieselgate - VW Group Emission Scandal

Dieselgate - VW Group Emission Scandal Discussion around the VW Dieselgate Emissions scandal. Details and news updates can be viewed here: http://forums.tdiclub.com/showthread.php?goto=newpost&t=448336 This forum is a work in progress depending on requirements, usage, etc.

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Old August 31st, 2017, 05:04   #1
meerschm
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Exclamation post fix DSG update failure - six hour fix takes over four months

Jnuary 2018 Update and summary:

January 2018 update: looks like a fix is finally here, for the affected cars. for the few 2009 TDI cars with DSG which would not take the emissions fix software update, it seems an updated mechatronics unit is needed. affected owners will get new notifications.

2009 TDI DSG emissions fix dealer procedure had problems for some cars



Several of us with 2009 model year TDI cars with DSG (automated manual transmission) who chose the fix and dropped off the car at a local dealer have had no joy. My car has been at a local dealer since 15 August 2017.

As of early November, VW came up with updated software, but it seems to only work on half the affected cars....




During a call on 1 November, the emissions claims folks indicated that some 2009, some 2010, and even some 2014 model years have an issue that the DSG will not accept the software update. Affected cars need additional software to enable the software update, and this software update is in development/testing and not fully available.

(note that some cars these years with the DSG have had no issues with the transmission taking the update)

The emissions fix parts are replaced and as a final step, the DSG software update (which changes shift points and is required as part of the approved emissions fix) does not take. The original software remains in the car, and while the car is driveable, technicians are told not to drive the car, and dealers are not allowed to release the car in this condition, and drivers are left driving a loaner.

All our cars are at the dealer, with no feedback as to progress on a fix or any info from VW other than the dealer service person saying they have to wait for corporate VW to let them know.

If you want the fix for a 2009, 2010, or 2014 model year car, and have a DSG, you should wait. (VW has wised up and stopped scheduling these cars)

Manual transmission cars seem to be doing ok.

I contacted VW customer care, who sent me nice messages with no content, except nice words, and saying they are working with the dealer.

I contacted the remediation team (phone number on the claims.VWGoA.com site: 844-982-5246) asking if, after two months, I could change to buy-back from the fix, given it has taken them so long. Initial answer from them at once month in was, "no". Ten weeks in, they are asking again.

Following suggestion provided here, I contacted the emissions settlement plaintiff attorney, and got a call back, followed by exchange of information. As of 1 November, the law team is gathering data, and have no updates on the status.

Lieff Cabraser Heimann & Bernstein, LLP
275 Battery Street, 29th Floor
San Francisco, CA 94111-3339
www.lieffcabraser.com(http://www.lieffcabraser.com/)

One supervising attorney shared a first guess that change to buy back would not be possible, after starting the fix, but that they would ask, given the time delay.

11/10/17 Turns out the fix to the fix has been released before they could complete the legal query. it seems those of use who chose the fix are mostly just happy to get our cars back. (except the unlucky ones like me that this version did not work.)


11/30/17 After waiting patiently for more than three months, I gave up and purchased a replacement (2017 Golf SportWagen S 4Motion with the 1.8L CXBB). Exchange of e-mails with laywers for the plaintif in the overall dieselgate case led me to understand they would allow me to change from fix to buyback. After telling the Lawyer of my decision, I called the settlement web site number, and told them I wanted to change. This time they said ok and would start the process. Case should get reset, and I will have to resubmit requested documentation. Will update once they comply.

12/1/17 Web site reset to step 8, and I uploaded the requested docs this morning.

12/5/17 Paperwork approved. Buyback agreement posted for download.

12/11/17 notarized and uploaded (was out of town last week seeing how the 4motion works in snow)

12/12/17 approved. I updated the mileage on the website and scheduled buyback appointment for 8 Jan 2018 (first available)
when I called the dealer to ask for current mileage on the car, the service rep said they still have no idea when the update would be available.

12/14/17 on second try, obtained verification from the buyback website folks that I do not need to drive the car across the parking lot. since it was parked neglected for four months now with a half-completed fix applied, the battery is quite dead. I am sure I could start it with some effort, but why....


1/3/18 mail brought a new booklet from VW. scanned insides here

http://pics.tdiclub.com/data/500/mech_booklet001.pdf

upside down, but you are smart enough to adjust. bottom line is that this car would have had a new Transmission Mechatronic Unit in the DSG transmission as part of the fix. The transmission would then be included in the 48 month 48000 miles post-fix warranty.

I have moved on with 5000 miles on my 2017 GSW.

1/8/18 buyback appointment completed. (agent unsuccessfully attempted to start the car, verified the miles on the odometer, and took some photos.)
1/9/18 Chase e-mail (after 11 pm)
1/10/18 completed chase registration, entered bank info, requested transfer
1/11/18 $5100 deposit credited to my bank account.
2/12/18 Check from Bosch delivered via US mail.
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Last edited by meerschm; February 14th, 2018 at 13:28. Reason: summary and update
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Old September 1st, 2017, 05:10   #2
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My car is still in the shop waiting for an update to the DSG fix.

(they started working on the six hour fix on Tuesday, August 15.)

the service rep says he has one other 2009 TDI DSG (sedan) waiting for a new update for the software.
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Old September 1st, 2017, 06:32   #3
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I'm in the same boat. Dropped my 2009 dsg sedan off last Thursday, Aug 24th. They took off the old hardware that day and installed the new hardware the following day. Everything was going well until they tried to do the dsg software update. VW told the dealer to make sure the customer has a loaner and then park the tdi. Just talked with the service rep this morning and VW has basically told the dealer don't call us, we'll call you when we have a fix. So they have no idea when the car will be ready. 6.5 hours my a**. It has been 7 days so far.

BTW, I don't have the build date readily available - it is 35 miles away. I can tell you that I purchased the tdi in Sept of 2008. So it was one of the early builds for that year.

Marty
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Old September 1st, 2017, 09:59   #4
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My car has been at the dealership, awaiting the fix since August 15th. Not a happy camper at this point.

My "in-service date" for the vehicle is 10/18/2008. Also an early build.

Both the dealership and VW Customer Care have no lead-time on a fix for me. Very keen to learn on thread when others hear anything different!

Last edited by Meg8; September 1st, 2017 at 10:25.
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Old September 1st, 2017, 14:39   #5
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I bought mine in September 2008. build date 08/08

they could, of course load the old software, but the EPA/VW have not included any provision for such a screw up in the process.

I would guess that since the DSG software update is part of the official fix, they likely have no process for a half-done car which is not allowed for as part of the approved fix.

on the bright side, the increased warranty coverage should not start till we get the cars back.
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Old September 1st, 2017, 15:51   #6
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To mpriolo's comment: "Just talked with the service rep this morning and VW has basically told the dealer don't call us, we'll call you when we have a fix. So they have no idea when the car will be ready."

That is verbatim what I have been told as well. As I have called my service technician at the dealership and/or my customer care regional manager every other day for an update. I opened up a case with vw customer care to try to push from the tech services side, for a leadtime/prioritization for the fix. My vw cc rep has stated that he'll have another update for me on Tuesday 9/5. No chance that over the holiday weekend anything will be resolved: he also thought gen 1 fixes were a two-part process, so he is useless, I'm just trying to keep pushing

I doubt this is a high priority for them...I've worked in tech support: the way you prioritize software fix updates are based on biggest impact to $$ or sometimes, which customer screams the loudest. I doubt paying for our rentals (my dealership was out of loaner cars so they got me one from Enterprise) for over a month (or who knows how much longer) is that big of an expense to them. Our early-build, opted-fix population is on the small side, I would think...

I guess that was my question: how much of being a pain in their side do you think is beneficial? Thankfully I've never had to deal with their customer service team before now.

Last edited by Meg8; September 1st, 2017 at 15:53.
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Old September 1st, 2017, 18:00   #7
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Quote:
Originally Posted by meerschm View Post
I bought mine in September 2008. build date 08/08

they could, of course load the old software, but the EPA/VW have not included any provision for such a screw up in the process.

I would guess that since the DSG software update is part of the official fix, they likely have no process for a half-done car which is not allowed for as part of the approved fix.

on the bright side, the increased warranty coverage should not start till we get the cars back.
I concur with your thought process. I asked if I could have my tdi back until the dsg software update was ready and the service rep said "NO". I understand as there is no way to guarantee that I would actually show back up for the SW update. VW can't afford to have half fixed TDIs running around (EPA would be all over them). So our TDIs sit.

Marty
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1979 Rabbit Diesel (retired, 211K miles)
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Old September 2nd, 2017, 05:48   #8
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The one thing that seems to be working on my 2009 is the DSG trans. See my other post...
Build date is late 2008. What are the symptoms of trans problem?
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Old September 2nd, 2017, 13:12   #9
meerschm
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Quote:
Originally Posted by N2UADTDI View Post
The one thing that seems to be working on my 2009 is the DSG trans. See my other post...
Build date is late 2008. What are the symptoms of trans problem?

The symptom seems to be that as a last step after applying the emissions fix, on at least some 2009 models with the DSG, is a software update (re-flash) of the DSG.

this software update fails, and the car can not be released back to the customer.

my service rep said the car will not even run.

(I think parking the car where it becomes covered with bird crap is an optional step)
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Old September 3rd, 2017, 09:12   #10
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Quote:
Originally Posted by N2UADTDI View Post
The one thing that seems to be working on my 2009 is the DSG trans. See my other post...
Build date is late 2008. What are the symptoms of trans problem?
I wonder if your dealer even re-flashed your DSG. Mine is also dead in the water after they tried the DSG SW update. And your build date is similar to these other 09's that are having re-flash issues - curious.

Marty
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Old September 6th, 2017, 09:04   #11
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The VW Customer Care rep called yesterday with an update: still no timeline for a fix. No surprise there. He said he'll call me back next Monday with another update. I asked if they can replace the new hardware with old and reverse all changes and give me back my car: he said that depending on the timeline for a fix, that might be a possibility. So next Monday will be one month my car is in the shop... I feel like at that point it's more than reasonable for vw to give us at minimum a timeframe for a fix. Frankly, a timeframe/options are overdue.
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Old September 6th, 2017, 12:10   #12
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Quote:
Originally Posted by Meg8 View Post
The VW Customer Care rep called yesterday with an update: still no timeline for a fix. No surprise there. He said he'll call me back next Monday with another update. I asked if they can replace the new hardware with old and reverse all changes and give me back my car: he said that depending on the timeline for a fix, that might be a possibility. So next Monday will be one month my car is in the shop... I feel like at that point it's more than reasonable for vw to give us at minimum a timeframe for a fix. Frankly, a timeframe/options are overdue.
Can they leave the new HW installed and instead just reload the old DSG SW? I have a call into my Service Rep and will pose the question to him when he returns my call. If we are pushing into next week, that would be the easiest temporary solution. I realize it requires the car to be brought back at some future time when the re-flash is ready - but there is that $5K incentive to make sure you do.

Regards,

Marty
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Old September 6th, 2017, 14:22   #13
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Originally Posted by mpriolo View Post
Can they leave the new HW installed and instead just reload the old DSG SW? I have a call into my Service Rep and will pose the question to him when he returns my call. If we are pushing into next week, that would be the easiest temporary solution. I realize it requires the car to be brought back at some future time when the re-flash is ready - but there is that $5K incentive to make sure you do.
Regards,
Marty
Definitely, I agree. I'll be interested to hear what your service rep says!
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Old September 6th, 2017, 15:40   #14
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Heard back from the service rep and though it wasn't an outright no, the suggestion wasn't embraced either. His concern was that VW would contact them with the SW update and if the tdi wasn't there, they'd be pissed that the dealership released the vehicle after they were instructed to park it.

He suggested opening a case file with VW customer care.

Regards,

Marty
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Old September 7th, 2017, 10:51   #15
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Quote:
Originally Posted by mpriolo View Post
Heard back from the service rep and though it wasn't an outright no, the suggestion wasn't embraced either. His concern was that VW would contact them with the SW update and if the tdi wasn't there, they'd be pissed that the dealership released the vehicle after they were instructed to park it.

He suggested opening a case file with VW customer care.

Regards,

Marty
I opened a case file with VW Customer Care a little over a week ago, this is the man who has been calling or emailing me with updates every few days, now it's out to a follow-up from him on Mon 9/11. My CC rep wasn't opposed to the replacement/return option, per my earlier post, but he still has zero timing for me, on anything. He mentioned on this last call, that he as a single rep has two more of these cases open, and I know that was three '09 TDI's on my dealership's lot with this issue as well.

Would be nice to know the total number of people affected, as that would give a sense of their priority around fixing it.

Last edited by Meg8; September 8th, 2017 at 15:41.
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